:root {
  --green: #01e49b;
  --blue: #0395eb;
  --lapis: #14295f;
  --pearl: #efeded;
  --paper: #f7f6f2;
  --ink: #191919;
  --coal: #666666;
  --line: #d9d6cf;
  --white: #ffffff;
}

* {
  box-sizing: border-box;
}

body {
  margin: 0;
  background: var(--paper);
  color: var(--ink);
  font-family: Inter, ui-sans-serif, system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", sans-serif;
  letter-spacing: 0;
}

button,
input,
select,
textarea {
  font: inherit;
}

button {
  min-height: 40px;
  border: 0;
  border-radius: 8px;
  background: var(--ink);
  color: var(--white);
  padding: 0 16px;
  cursor: pointer;
}

button:hover {
  background: var(--lapis);
}

button:disabled {
  cursor: not-allowed;
  opacity: 0.5;
}

input,
select,
textarea {
  width: 100%;
  border: 1px solid var(--line);
  border-radius: 8px;
  background: var(--white);
  color: var(--ink);
  padding: 10px 12px;
}

textarea {
  resize: vertical;
}

label {
  display: grid;
  gap: 6px;
  color: var(--coal);
  font-size: 12px;
  font-weight: 700;
}

.workspace-shell {
  min-height: 100vh;
  padding: 28px;
}

.topbar {
  display: flex;
  align-items: end;
  justify-content: space-between;
  gap: 20px;
  padding-bottom: 20px;
  border-bottom: 1px solid var(--line);
}

.eyebrow {
  margin: 0 0 6px;
  color: var(--blue);
  font-size: 12px;
  font-weight: 800;
  text-transform: uppercase;
}

h1,
h2,
h3,
p {
  margin-top: 0;
}

h1 {
  margin-bottom: 0;
  font-size: clamp(32px, 5vw, 56px);
  line-height: 0.95;
}

h2 {
  margin-bottom: 0;
  font-size: 28px;
  line-height: 1.05;
}

h3 {
  margin-bottom: 12px;
  font-size: 18px;
}

.operator-panel {
  display: grid;
  grid-template-columns: minmax(320px, 460px) auto;
  align-items: end;
  gap: 12px;
}

.session-form {
  display: grid;
  grid-template-columns: 1fr 1fr auto;
  align-items: end;
  gap: 10px;
}

.session-summary {
  display: flex;
  align-items: center;
  justify-content: space-between;
  gap: 12px;
  min-height: 40px;
}

.session-summary span {
  display: block;
  margin-bottom: 3px;
  color: var(--coal);
  font-size: 11px;
  font-weight: 900;
  text-transform: uppercase;
}

.session-summary strong {
  color: var(--ink);
}

.metrics-strip {
  display: grid;
  grid-template-columns: repeat(4, minmax(120px, 1fr));
  gap: 12px;
  padding: 20px 0;
}

.metric {
  display: grid;
  gap: 4px;
  border: 1px solid var(--line);
  border-radius: 8px;
  background: var(--white);
  padding: 16px;
}

.metric-value {
  font-size: 30px;
  font-weight: 900;
}

.metric-label {
  color: var(--coal);
  font-size: 12px;
  font-weight: 800;
  text-transform: uppercase;
}

.workspace-grid {
  display: grid;
  grid-template-columns: minmax(300px, 380px) minmax(0, 1fr);
  gap: 18px;
  min-height: calc(100vh - 210px);
}

.operations-grid {
  display: grid;
  grid-template-columns: minmax(0, 1.3fr) minmax(320px, 0.7fr);
  gap: 18px;
  margin-top: 18px;
}

.queue-panel,
.detail-panel,
.operations-panel {
  border: 1px solid var(--line);
  border-radius: 8px;
  background: var(--white);
}

.queue-panel {
  overflow: hidden;
}

.filters {
  display: grid;
  grid-template-columns: 1fr 1fr;
  gap: 10px;
  padding: 14px;
  border-bottom: 1px solid var(--line);
}

.wide-filter,
.queue-summary {
  grid-column: 1 / -1;
}

.queue-check {
  min-height: 42px;
  align-self: end;
}

.queue-summary {
  color: var(--coal);
  font-size: 12px;
  font-weight: 900;
  text-transform: uppercase;
}

.queue-list {
  display: grid;
  max-height: calc(100vh - 300px);
  overflow: auto;
}

.queue-item {
  display: grid;
  gap: 8px;
  width: 100%;
  border: 0;
  border-bottom: 1px solid var(--line);
  border-radius: 0;
  background: var(--white);
  color: var(--ink);
  padding: 14px;
  text-align: left;
}

.queue-item:hover,
.queue-item.active {
  background: #f3fbf8;
}

.queue-item strong {
  font-size: 15px;
}

.queue-meta {
  display: flex;
  flex-wrap: wrap;
  gap: 6px;
}

.pill {
  display: inline-flex;
  align-items: center;
  min-height: 24px;
  width: fit-content;
  border-radius: 999px;
  border: 1px solid transparent;
  background: var(--pearl);
  color: var(--lapis);
  padding: 3px 9px;
  font-size: 11px;
  font-weight: 900;
  text-transform: uppercase;
  line-height: 1;
}

.pill.secondary,
.pill--secondary,
.pill--team {
  background: var(--white);
  color: var(--lapis);
  border-color: var(--pearl);
}

.pill--status-open {
  background: var(--green);
  color: var(--ink);
}

.pill--status-acknowledged,
.pill--status-waiting-on-user,
.pill--status-waiting-on-provider {
  background: var(--blue);
  color: var(--white);
}

.pill--status-escalated {
  background: var(--lapis);
  color: var(--white);
}

.pill--status-resolved {
  background: var(--coal);
  color: var(--white);
}

.pill--status-closed {
  background: var(--ink);
  color: var(--white);
}

.pill--priority {
  background: var(--pearl);
  color: var(--lapis);
}

.pill--priority-low {
  background: var(--white);
  color: var(--coal);
  border-color: var(--pearl);
}

.pill--priority-high {
  background: var(--white);
  color: var(--blue);
  border-color: var(--blue);
}

.pill--priority-urgent {
  background: var(--blue);
  color: var(--white);
}

.pill--owner-unassigned {
  background: var(--pearl);
  color: var(--ink);
  border-color: var(--line);
}

.detail-panel {
  padding: 20px;
  overflow: auto;
}

.operations-panel {
  display: grid;
  align-content: start;
  gap: 16px;
  padding: 18px;
}

.panel-heading,
.event-heading {
  display: flex;
  align-items: start;
  justify-content: space-between;
  gap: 12px;
}

.delivery-summary {
  display: grid;
  grid-template-columns: repeat(4, minmax(90px, 1fr));
  gap: 10px;
}

.metric.compact {
  padding: 12px;
}

.metric.compact .metric-value {
  font-size: 24px;
}

.failed-events,
.routing-controls,
.routing-form {
  display: grid;
  gap: 10px;
}

.event-list {
  display: grid;
  gap: 10px;
  max-height: 360px;
  overflow: auto;
}

.event-item {
  display: grid;
  gap: 8px;
  border: 1px solid var(--line);
  border-radius: 8px;
  background: #fbfaf7;
  padding: 12px;
}

.event-item p {
  margin-bottom: 0;
  color: var(--coal);
  line-height: 1.4;
}

.event-item button {
  justify-self: start;
}

.check-row {
  grid-template-columns: auto 1fr;
  align-items: center;
  color: var(--ink);
  font-size: 14px;
}

.check-row input {
  width: 18px;
  height: 18px;
  accent-color: var(--green);
  padding: 0;
}

.empty-state {
  display: grid;
  align-content: center;
  min-height: 420px;
  max-width: 420px;
  color: var(--coal);
}

.empty-state h2 {
  color: var(--ink);
}

.request-detail {
  display: grid;
  gap: 18px;
}

.hidden {
  display: none !important;
}

.detail-heading,
.status-stack {
  display: flex;
  align-items: start;
  justify-content: space-between;
  gap: 12px;
}

.status-stack {
  align-items: end;
  flex-direction: column;
}

.context-grid {
  display: grid;
  grid-template-columns: repeat(4, minmax(120px, 1fr));
  gap: 10px;
}

.context-grid div,
.description-block,
.attachment-section,
.action-band,
.message-box,
.escalation-box,
.timeline-section {
  border: 1px solid var(--line);
  border-radius: 8px;
  background: #fbfaf7;
  padding: 14px;
}

.context-grid span,
.description-block span {
  display: block;
  margin-bottom: 4px;
  color: var(--coal);
  font-size: 11px;
  font-weight: 800;
  text-transform: uppercase;
}

.description-block p {
  margin-bottom: 0;
  line-height: 1.45;
}

.attachment-section {
  display: grid;
  gap: 10px;
}

.attachment-list {
  display: grid;
  gap: 8px;
}

.attachment-item {
  display: flex;
  align-items: center;
  justify-content: space-between;
  gap: 10px;
  border: 1px solid var(--line);
  border-radius: 8px;
  background: var(--white);
  padding: 10px;
}

.attachment-item.empty {
  color: var(--coal);
}

.attachment-item span {
  overflow-wrap: anywhere;
  font-size: 13px;
  font-weight: 800;
}

.action-band {
  display: grid;
  grid-template-columns: 1.2fr 1fr 1fr auto auto;
  align-items: end;
  gap: 10px;
}

.message-grid {
  display: grid;
  grid-template-columns: 1fr 1fr;
  gap: 12px;
}

.message-box,
.escalation-box {
  display: grid;
  gap: 10px;
}

.timeline {
  display: grid;
  gap: 10px;
}

.timeline-item {
  display: grid;
  gap: 5px;
  border-left: 3px solid var(--blue);
  padding-left: 10px;
}

.timeline-item.internal {
  border-left-color: var(--lapis);
}

.timeline-meta {
  color: var(--coal);
  font-size: 12px;
  font-weight: 800;
}

.toast {
  position: fixed;
  right: 24px;
  bottom: 24px;
  max-width: 360px;
  border-radius: 8px;
  background: var(--lapis);
  color: var(--white);
  padding: 14px 16px;
  box-shadow: 0 16px 40px rgba(20, 41, 95, 0.22);
}

@media (max-width: 980px) {
  .workspace-shell {
    padding: 18px;
  }

  .topbar,
  .detail-heading {
    align-items: stretch;
    flex-direction: column;
  }

    .operator-panel,
    .session-form,
    .metrics-strip,
    .filters,
    .workspace-grid,
    .operations-grid,
    .context-grid,
    .action-band,
    .message-grid,
    .delivery-summary {
    grid-template-columns: 1fr;
  }

  .queue-list {
    max-height: 360px;
  }
}