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9px;margin-bottom:9px;font-size:12.5px;font-weight:600;color:#fbbf24;font-family:var(--shipherd-font)}.pulse-amber{animation:pulse-amber 1.5s ease-in-out 2}@keyframes pulse-amber{0%,to{opacity:1}50%{opacity:.3}}.escalation-desc{font-size:11.5px;line-height:1.5;color:#cbd5e0;margin-bottom:9px;font-family:var(--shipherd-font)}.profile-section{background:#ffffff0a;border:1px solid rgba(255,255,255,.07);border-radius:4px;padding:7px 9px;margin-bottom:9px;font-size:11.5px;line-height:1.7;color:#cbd5e0;font-family:var(--shipherd-font)}.profile-heading{font-size:9.5px;font-weight:700;color:#ffffff59;text-transform:uppercase;letter-spacing:.4px;margin-bottom:3px;font-family:var(--shipherd-font)}.routing-label{font-size:11.5px;color:#cbd5e0;margin-bottom:9px;padding:5px 7px;background:#ffffff0d;border-radius:3px;font-family:var(--shipherd-font)}.briefing-note{background:#f5f0e80f;border:1px solid rgba(232,224,208,.15);border-radius:4px;padding:7px 9px;margin-bottom:9px;font-size:11.5px;line-height:1.5;color:#cbd5e0;font-family:var(--shipherd-font)}.briefing-heading{font-size:9.5px;font-weight:700;color:#ffffff59;text-transform:uppercase;letter-spacing:.4px;margin-bottom:3px;font-family:var(--shipherd-font)}.escalate-btn{width:100%;background:var(--shipherd-navy);color:#fff;border:none;font-family:var(--shipherd-font);font-size:11.5px;font-weight:600;padding:7px 11px;border-radius:4px;cursor:pointer}.escalate-btn:hover{background:var(--shipherd-navy-light)}.drafted-message{background:#ffffff0a;border:1px solid rgba(255,255,255,.08);border-radius:4px;padding:7px 9px;font-size:11.5px;line-height:1.55;color:#cbd5e0;margin:8px 0;font-family:var(--shipherd-font)}.next-step-label{font-size:11px;color:#cbd5e0;border-top:1px solid rgba(255,255,255,.07);padding-top:7px;font-family:var(--shipherd-font)}.handoff-checklist{margin-bottom:12px;display:flex;flex-direction:column;gap:5px}.handoff-item{display:flex;align-items:center;gap:7px;font-size:12px;font-weight:500;color:#cbd5e0;font-family:var(--shipherd-font)}.handoff-tagline{text-align:center;margin:10px 0;font-family:var(--shipherd-font)}.submit-solved-btn{width:100%;background:var(--shipherd-green);color:#fff;border:none;font-family:var(--shipherd-font);font-size:13px;font-weight:700;padding:10px 14px;border-radius:5px;cursor:pointer;transition:all .15s;margin-bottom:10px}.submit-solved-btn:hover{background:var(--shipherd-green-dark)}.submit-solved-btn.submitted{background:#27ae60}.timing-comparison{border-top:1px solid rgba(255,255,255,.07);padding-top:7px;display:flex;flex-direction:column;gap:4px}.timing-row{display:flex;justify-content:space-between;align-items:center;font-size:11px;color:#ffffff80;font-family:var(--shipherd-font)}.analytics-dashboard{flex:1;padding:24px;overflow-y:auto;background:#fff;font-family:var(--zd-font)}.analytics-header{display:flex;align-items:center;gap:12px;margin-bottom:20px}.analytics-title{font-size:18px;font-weight:600;color:var(--zd-body)}.live-badge{background:#f0fff4;color:var(--shipherd-green-dark);font-size:11px;font-weight:700;padding:3px 8px;border-radius:12px;border:1px solid #9AE6B4;animation:pulse-dot 2s ease-in-out infinite}.metrics-grid{display:grid;grid-template-columns:repeat(4,1fr);gap:12px;margin-bottom:24px}.metric-card{background:#fff;border:1px solid var(--zd-border);border-radius:6px;padding:14px;text-align:center}.metric-value{font-size:28px;font-weight:700;line-height:1.1;margin-bottom:4px;font-family:var(--zd-font)}.metric-label{font-size:11px;color:var(--zd-muted);line-height:1.4}.analytics-section{margin-bottom:24px}.section-heading{font-size:13px;font-weight:600;color:var(--zd-body);margin-bottom:12px}.category-bars{display:flex;flex-direction:column;gap:8px}.category-row{display:flex;align-items:center;gap:10px}.cat-label{width:120px;font-size:12px;color:var(--zd-body);flex-shrink:0}.cat-bar-track{flex:1;height:8px;background:#e4e8ec;border-radius:4px;overflow:hidden}.cat-bar-fill{height:100%;background:linear-gradient(90deg,var(--zd-blue),#4FA3DB);border-radius:4px;width:0;animation:bar-fill .8s ease forwards}@keyframes bar-fill{0%{width:0}to{width:100%}}.cat-pct{width:34px;font-size:12px;color:var(--zd-body);text-align:right}.agent-table{width:100%;border-collapse:collapse;font-size:12.5px;font-family:var(--zd-font)}.agent-table th{text-align:left;font-size:10px;font-weight:700;text-transform:uppercase;letter-spacing:.5px;color:var(--zd-muted);padding:6px 10px;border-bottom:2px solid var(--zd-border)}.agent-table td{padding:8px 10px;border-bottom:1px solid #F0F4F9;color:var(--zd-body);position:relative}.ai-row{background:linear-gradient(90deg,rgba(19,29,51,.03),transparent)}.ai-row td:first-child{border-left:3px solid var(--shipherd-navy);font-weight:600}.auto-banner{position:fixed;top:14px;left:50%;transform:translate(-50%);background:var(--shipherd-green);color:#fff;font-family:var(--shipherd-font);font-size:13px;font-weight:700;padding:8px 18px;border-radius:7px;box-shadow:0 4px 16px #2ecc7166;z-index:9999;display:flex;align-items:center;gap:7px;animation:banner-in .25s ease}.auto-banner-icon{font-size:15px}@keyframes banner-in{0%{opacity:0;transform:translate(-50%) translateY(-6px)}to{opacity:1;transform:translate(-50%) translateY(0)}}.zd-ticket-nav-closed{opacity:.6}.zd-ticket-nav-closed:hover{opacity:1}.zd-internal-note{background:#fffbea!important;border-color:#f6e05e!important}.zd-internal-note-badge{display:inline-flex;align-items:center;background:#f6e05e;color:#744210;font-size:9.5px;font-weight:700;padding:1px 5px;border-radius:3px;text-transform:uppercase;letter-spacing:.3px;margin-left:4px}.zd-message-shipherd{background:#f0fff8!important;border-color:#9ae6b4!important}.zd-photo-placeholder{width:120px;height:80px;background:#e4e8ec;border:1px solid var(--zd-border);border-radius:4px;display:flex;flex-direction:column;align-items:center;justify-content:center;cursor:pointer}.accept-send-btn{background:#2ecc71;color:#fff;border:none;font-family:var(--shipherd-font);font-size:11.5px;font-weight:700;padding:7px 12px;border-radius:5px;cursor:pointer;transition:background .15s;flex:1}.accept-send-btn:hover{background:#27ae60}.ticket-link{color:#93c5fd;text-decoration:none;font-weight:600}.ticket-link:hover{text-decoration:underline}.escalate-btn-done{background:#27ae60!important;cursor:default!important}@keyframes field-flash{0%{box-shadow:0 0 #2ecc7100;border-color:var(--zd-border)}20%{box-shadow:0 0 0 3px #2ecc7159;border-color:#2ecc71}60%{box-shadow:0 0 0 3px #2ecc7133;border-color:#2ecc71}to{box-shadow:0 0 #2ecc7100;border-color:var(--zd-border)}}.field-flash{animation:field-flash 1.4s ease}::-webkit-scrollbar{width:5px;height:5px}::-webkit-scrollbar-track{background:transparent}::-webkit-scrollbar-thumb{background:#c2c8cc;border-radius:3px}::-webkit-scrollbar-thumb:hover{background:#87929d}