call-center/docs/roadmap/05-wave2-backlog.md

Wave 2 - Post-MVP Backlog

Wave 2 starts only after MVP pilot sign-off is complete and Gate 4 is formally closed. This document captures the first prioritized expansion backlog so pilot defects and new features do not mix.

Priority Order

1. LDAP / SSO

Goal:

• replace local-only auth as the primary enterprise login path

Expected outputs:

• LDAP or SSO integration design
• role mapping rules
• operational runbook for identity integration

Acceptance:

• enterprise login works without breaking current RBAC behavior
• fallback admin access is documented

2. Additional Channels

Goal:

• expand beyond the current MVP channel baseline

Expected outputs:

• webchat handling flow
• email intake flow
• external messenger backlog after webchat and email

Acceptance:

• new channels reuse the unified interaction model
• routing, history, and KPI ingestion stay consistent

3. Dedicated Supervisor/Admin UI

Goal:

• move beyond the single operator shell and provide dedicated operational consoles

Expected outputs:

• supervisor UI for realtime monitoring, control, and reporting
• admin UI for users, queues, rules, and configuration

Acceptance:

• critical supervisor and admin workflows no longer depend on the operator shell

4. Recording and Audio Operations

Goal:

• turn the current event-level recording placeholders into a usable product block

Expected outputs:

• recording storage model
• playback/download flow
• access control and retention rules

Acceptance:

• supervisors can find, review, and export recording artifacts safely

5. Advanced IVR and Voice Flow

Goal:

• introduce configurable IVR flows beyond current baseline voice event intake

Expected outputs:

• IVR flow model
• editable configuration or builder
• routing integration for IVR outcomes

Acceptance:

• IVR outcomes are traceable in interaction lifecycle and routing decisions

6. Full KPI Catalog

Goal:

• expand reporting from MVP core KPIs to the wider target metric model

Expected outputs:

• KPI mapping backlog based on the extended specification
• data model updates
• report coverage matrix

Acceptance:

• KPI definitions are reproducible and traceable to the specification

7. Scale-Up and Hardening

Goal:

• move from MVP pilot performance to target production scale

Expected outputs:

• capacity plan
• higher load targets
• scale validation on the target deployment profile

Acceptance:

• agreed performance target is met with documented evidence

8. Event Bus and Integrations

Goal:

• evolve the platform from contract-ready integration to operational event exchange

Expected outputs:

• message bus integration design
• service event publishing/consumption plan
• external integration sequencing

Acceptance:

• core domain events are delivered through the selected bus without contract drift

Delivery Rules

• Wave 2 must be planned as a separate delivery track from MVP pilot closure.
• MVP defects remain in the MVP remediation lane until sign-off is complete.
• New Wave 2 scope is approved only after MVP accepted baseline is frozen.

Status Update (2026-03-05)

• Track 9 (Asterisk AMI lab bridge) is accepted in QA evidence packs.
• Track 9.2 cutover prep is ready; production execute requires target context/secrets window.
• Track 10 is closed:
  • see docs/acceptance/track10/track10-acceptance.md.
• Next execution step: Track 11 (live voice control scope).