call-center/docs/gates/mvp-pilot-baseline.md

MVP Pilot Baseline

This document freezes the scope for MVP pilot acceptance and separates pilot defects from post-MVP feature requests.

Accepted Pilot Scope

The following capabilities are part of MVP pilot acceptance:

• auth login and RBAC enforcement
• customers create/search/history shell
• interactions create/assign/status/escalate/timeline
• queues and routing rules
• voice event intake
• Telegram webhook intake
• KB-lite categories/articles/search
• KPI core (SL, ASA, AHT, Abandon, FCR) and CSV export
• supervisor realtime API
• current operator UI shell (/operator)

Explicitly Out of Scope

The following items are not treated as MVP defects during pilot acceptance:

• LDAP/SSO
• full omnichannel beyond voice and Telegram
• standalone supervisor UI
• standalone admin UI
• full WFM module
• advanced IVR builder
• full recording suite and audio archive UX
• full KPI catalog from the extended technical specification
• scale target beyond MVP baseline (100 voice + 100 digital)

All out-of-scope requests must be redirected to Wave 2 backlog: docs/roadmap/05-wave2-backlog.md.

Approved Pilot Environments

• Primary mode: dedicated pilot gateway/environment maintained outside local auto-start.
• Fallback mode: local rehearsal via:
  • python scripts/uat_preflight.py --auto-start
  • python scripts/uat_dry_run.py --auto-start --update-defect-register

Scope Freeze Rules

• No breaking API changes are allowed during pilot close-out.
• Only backward-compatible fixes are allowed for UAT remediation.
• Only P1 and P2 defects are fixed inside MVP close-out.
• P3 and P4 findings are logged and moved to post-MVP backlog unless they block sign-off.
• New feature requests must not be recorded as MVP defects.

Required Evidence Bundle

Pilot close-out is based on the following artifacts:

• preflight report from docs/uat/evidence/
• completed session protocol
• defect log with severity and verification steps
• signed sign-off sheet
• updated docs/gates/p1-p2-defects.md

Exit Criteria

The MVP pilot baseline is considered closed only when all conditions are true:

• all mandatory scenarios from docs/uat/scenario-checklist.md are executed
• no open P1 defects
• no open P2 defects
• business and IT owners sign the UAT package
• Gate 4 is updated to reflect final pilot closure