ahs-cti 1.0.1-beta.50 → 1.0.1-beta.52

package/dist/{auditReport-KWXPR76K.mjs → auditReport-3PGQMNH7.mjs}

@@ -1,6 +1,6 @@
 import {
   AuditReportFullPage
-} from "./chunk-DA6ZOU73.mjs";
+} from "./chunk-BURU6OAX.mjs";
 import "./chunk-C52XEAO2.mjs";
 
 // call-control-sdk/lib/pages/auditReport/index.tsx
@@ -11,4 +11,4 @@ function AuditReportPage({ callUuid }) {
 export {
   AuditReportPage as default
 };
-//# sourceMappingURL=auditReport-KWXPR76K.mjs.map
+//# sourceMappingURL=auditReport-3PGQMNH7.mjs.map

package/dist/{cdrReport-3QRU46CJ.mjs → cdrReport-Y4VK3I3U.mjs}

@@ -1,6 +1,6 @@
 import {
   AuditReportDialog
-} from "./chunk-DA6ZOU73.mjs";
+} from "./chunk-BURU6OAX.mjs";
 import {
   ReportFilterBar,
   SearchBar,
@@ -840,4 +840,4 @@ var cdrReport_default = CdrReport;
 export {
   cdrReport_default as default
 };
-//# sourceMappingURL=cdrReport-3QRU46CJ.mjs.map
+//# sourceMappingURL=cdrReport-Y4VK3I3U.mjs.map

package/dist/{chunk-DA6ZOU73.mjs → chunk-BURU6OAX.mjs}

@@ -184,7 +184,7 @@ var SCORECARD_PARAMS = [
   { key: "Process_and_Workflow_Adherence", label: "Process & Workflow Adherence", defaultMax: 20 },
   { key: "Resolution_Accuracy", label: "Resolution Accuracy", defaultMax: 20 },
   { key: "Empathy_and_Patient_Assurance", label: "Empathy & Patient Assurance", defaultMax: 10 },
-  { key: "Call_Handling", label: "Call Handling & Probing", defaultMax: 5 },
+  { key: "Call_Handling", label: "Call Handling", defaultMax: 5 },
   { key: "CRM_Documentation_Alignment", label: "CRM Documentation Alignment", defaultMax: 5 },
   { key: "Closing_and_Customer_Education", label: "Closing & Customer Education", defaultMax: 5 }
 ];
@@ -218,7 +218,7 @@ function ScorecardTab({ data, primary }) {
         /* @__PURE__ */ jsx(Box, { sx: { width: "100%", mt: 0.75 }, children: /* @__PURE__ */ jsx(LinearProgress, { variant: "determinate", value: pct, sx: { height: 6, borderRadius: 3, backgroundColor: alpha(primary, 0.12), "& .MuiLinearProgress-bar": { backgroundColor: primary, borderRadius: 3 } } }) }),
         /* @__PURE__ */ jsx(Box, { sx: { mt: 0.75 }, children: /* @__PURE__ */ jsx(StatusBadge, { label: resultBadge }) })
       ] }),
-      /* @__PURE__ */ jsx(Box, { sx: { flex: 1, minWidth: 260, display: "grid", gridTemplateColumns: "repeat(auto-fill, minmax(160px, 1fr))", gap: "8px" }, children: metrics.map((m) => /* @__PURE__ */ jsxs(Box, { sx: { border: "1px solid", borderColor: "divider", borderRadius: "6px", backgroundColor: "background.paper", px: "10px", py: "7px", display: "flex", alignItems: "center", justifyContent: "space-between", gap: 1 }, children: [
+      /* @__PURE__ */ jsx(Box, { sx: { flex: 1, minWidth: 260, display: "grid", gridTemplateColumns: "repeat(auto-fill, minmax(160px, 1fr))", gap: "8px" }, children: metrics.filter((m) => m.value && m.value.toLowerCase() !== "n/a").map((m) => /* @__PURE__ */ jsxs(Box, { sx: { border: "1px solid", borderColor: "divider", borderRadius: "6px", backgroundColor: "background.paper", px: "10px", py: "7px", display: "flex", alignItems: "center", justifyContent: "space-between", gap: 1 }, children: [
         /* @__PURE__ */ jsx(Typography, { sx: { fontSize: "0.72rem", color: "text.secondary", lineHeight: 1.3, flex: 1 }, children: m.label }),
         /* @__PURE__ */ jsx(StatusBadge, { label: m.value })
       ] }, m.label)) })
@@ -238,6 +238,7 @@ function ScorecardTab({ data, primary }) {
             var _a2, _b2;
             const entry = sc[p.key];
             const rawEntryScore = entry == null ? void 0 : entry.Score_Obtained;
+            if (typeof rawEntryScore === "string" && rawEntryScore.toLowerCase().trim() === "n/a") return null;
             const score = typeof rawEntryScore === "string" ? parseFloat(rawEntryScore) || 0 : rawEntryScore != null ? rawEntryScore : 0;
             const max = (_a2 = entry == null ? void 0 : entry.Weightage) != null ? _a2 : p.defaultMax;
             return /* @__PURE__ */ jsxs(TableRow, { children: [
@@ -262,18 +263,19 @@ function ScorecardTab({ data, primary }) {
 }
 var OPENING_LABELS = { Standard_Greeting_Used: "Standard Greeting Used", Hospital_Name_Mentioned: "Hospital Name Mentioned", Agent_Introduction_Provided: "Agent Introduction Provided", Professional_Tone_Maintained: "Professional Tone Maintained" };
 var OPENING_EXPECTED = { Standard_Greeting_Used: "Agent must greet as per approved hospital script", Hospital_Name_Mentioned: "Mandatory hospital identification", Agent_Introduction_Provided: "Agent must introduce self", Professional_Tone_Maintained: "Warm and professional tone expected" };
-var VERIFICATION_LABELS = { Patient_Name_Captured: "Patient Name Captured", "Existing_New_Patient_Validation": "Existing/New Patient Validation", Registered_Mobile_Number_Verified: "Registered Mobile Number Verified", "Secondary_Authentication_DOB_UHID": "Secondary Authentication (DOB/UHID)", Patient_Data_Handling: "Patient Data Handling" };
-var VERIFICATION_EXPECTED = { Patient_Name_Captured: "Mandatory for identification", "Existing_New_Patient_Validation": "Required for workflow routing", Registered_Mobile_Number_Verified: "Mandatory authentication step", "Secondary_Authentication_DOB_UHID": "Recommended compliance practice", Patient_Data_Handling: "Confidential information to be handled securely" };
+var VERIFICATION_LABELS = { Patient_Name_Captured: "Patient Name Captured", "Existing_New_Patient_Validation": "Existing/New Patient Validation", Registered_Mobile_Number_Verified: "Registered Mobile Number Verified", "Secondary_Authentication_DOB_UHID": "Secondary Authentication (DOB/UHID)" };
+var VERIFICATION_EXPECTED = { Patient_Name_Captured: "Mandatory for identification", "Existing_New_Patient_Validation": "Required for workflow routing", Registered_Mobile_Number_Verified: "Mandatory authentication step", "Secondary_Authentication_DOB_UHID": "Recommended compliance practice" };
 var COMM_LABELS = { Clarity_of_Speech: "Clarity of Speech", Active_Listening_Demonstrated: "Active Listening Demonstrated", Avoidance_of_Dead_Air: "Avoidance of Dead Air", Professional_Language_Usage: "Professional Language Usage", Empathy_Statements_Used: "Empathy Statements Used" };
 var COMM_EXPECTED = { Clarity_of_Speech: "Clear and understandable communication", Active_Listening_Demonstrated: "Agent should acknowledge caller inputs", Avoidance_of_Dead_Air: "Minimal silence during call", Professional_Language_Usage: "No slang/rude language", Empathy_Statements_Used: "Emotional acknowledgement expected" };
 var EMPATHY_LABELS = { Patient_Concern_Acknowledged: "Patient Concern Acknowledged", Empathy_Toward_Patient_Condition: "Empathy Toward Patient Condition", Severity_Red_Flag_Probing: "Severity/Red Flag Probing", Professional_Behaviour_Maintained: "Professional Behaviour Maintained" };
 var EMPATHY_EXPECTED = { Patient_Concern_Acknowledged: "Agent should acknowledge caller concern", Empathy_Toward_Patient_Condition: "Empathetic reassurance expected", Severity_Red_Flag_Probing: "Escalation probing recommended where applicable", Professional_Behaviour_Maintained: "Calm and respectful handling required" };
 var CALL_HANDLING_LABELS = { "Placing the Call on Hold": "Placing the Call on Hold", Resuming_After_Hold: "Resuming After Hold", Apologizing_for_Inconvenience: "Apologizing for Inconvenience", Offering_Further_Assistance: "Offering Further Assistance" };
 var CALL_HANDLING_EXPECTED = { "Placing the Call on Hold": "Inform customer before placing on hold", Resuming_After_Hold: "Thank customer for holding", Apologizing_for_Inconvenience: "Apologize for any delays", Offering_Further_Assistance: "Ask if further help is needed" };
-var CLOSURE_LABELS = { Additional_Assistance_Offered: "Additional Assistance Offered", Professional_Closing_Provided: "Professional Closing Provided", "Wellness/Courtesy_Statement_Used": "Wellness/Courtesy Statement Used", Recontact_Information_Shared: "Recontact Information Shared" };
-var CLOSURE_EXPECTED = { Additional_Assistance_Offered: "Mandatory closure check", Professional_Closing_Provided: "Standard closure etiquette expected", "Wellness/Courtesy_Statement_Used": "Positive healthcare closure preferred", Recontact_Information_Shared: "Helpline/rebooking guidance recommended" };
+var CLOSURE_LABELS = { Additional_Assistance_Offered: "Additional Assistance Offered", Professional_Closing_Provided: "Professional Closing Provided", "Wellness/Courtesy_Statement_Used": "Wellness/Courtesy Statement Used" };
+var CLOSURE_EXPECTED = { Additional_Assistance_Offered: "Mandatory closure check", Professional_Closing_Provided: "Standard closure etiquette expected", "Wellness/Courtesy_Statement_Used": "Positive healthcare closure preferred" };
+var EXCLUDED_KEYS = /* @__PURE__ */ new Set(["Patient_Data_Handling", "Recontact_Information_Shared"]);
 function obsRecordToRows(record, labelMap, expectedMap) {
-  return Object.entries(record != null ? record : {}).map(([key, val]) => {
+  return Object.entries(record != null ? record : {}).filter(([key]) => !EXCLUDED_KEYS.has(key)).map(([key, val]) => {
     var _a, _b, _c, _d, _e;
     return {
       parameter: (_a = labelMap[key]) != null ? _a : key.replace(/_/g, " "),
@@ -309,12 +311,13 @@ var CHECKLIST_COLS = [
   { key: "qaObservation", label: "QA Observation / Impact", minWidth: 180 }
 ];
 function ChecklistTable({ title, rows }) {
-  if (!rows.length) return null;
+  const visibleRows = rows.filter((r) => r.status.toLowerCase().replace(/[^a-z]/g, "") !== "na");
+  if (!visibleRows.length) return null;
   return /* @__PURE__ */ jsxs(Box, { children: [
     /* @__PURE__ */ jsx(SectionTitle, { children: title }),
     /* @__PURE__ */ jsx(TableContainer, { sx: { border: "1px solid", borderColor: "divider", borderRadius: "8px", overflow: "hidden" }, children: /* @__PURE__ */ jsxs(Table, { size: "small", children: [
       /* @__PURE__ */ jsx(TableHead, { children: /* @__PURE__ */ jsx(TableRow, { children: CHECKLIST_COLS.map((col) => /* @__PURE__ */ jsx(TableCell, { sx: __spreadProps(__spreadValues({}, TH), { minWidth: col.minWidth }), children: col.label }, col.key)) }) }),
-      /* @__PURE__ */ jsx(TableBody, { children: rows.map((row, ri) => /* @__PURE__ */ jsxs(TableRow, { sx: { "&:last-child td": { borderBottom: 0 } }, children: [
+      /* @__PURE__ */ jsx(TableBody, { children: visibleRows.map((row, ri) => /* @__PURE__ */ jsxs(TableRow, { sx: { "&:last-child td": { borderBottom: 0 } }, children: [
         /* @__PURE__ */ jsx(TableCell, { sx: __spreadValues({}, TD), children: row.parameter }),
         /* @__PURE__ */ jsx(TableCell, { sx: __spreadValues({}, TD), children: row.expectedStandard }),
         /* @__PURE__ */ jsx(TableCell, { sx: __spreadValues({}, TD), children: /* @__PURE__ */ jsx(StatusIconBadge, { label: row.status }) }),
@@ -339,7 +342,7 @@ function DispositionFrameworkTable({ data }) {
         };
       });
     }
-  );
+  ).filter((r) => r.status.toLowerCase().replace(/[^a-z]/g, "") !== "na" && r.expectedFramework.toLowerCase().trim() !== "clinical sensitivity handling");
   if (!rows.length) {
     return /* @__PURE__ */ jsx(Typography, { sx: { fontSize: "0.75rem", color: "text.secondary" }, children: "No disposition framework data available." });
   }
@@ -398,7 +401,7 @@ function AuditChecklistTab({ data, primary: _primary }) {
       /* @__PURE__ */ jsx(ChecklistTable, { title: "Verification & Authentication", rows: obsRecordToRows(obs.Verification_and_Authentication, VERIFICATION_LABELS, VERIFICATION_EXPECTED) }),
       /* @__PURE__ */ jsx(ChecklistTable, { title: "Communication Effectiveness", rows: obsRecordToRows(obs.Communication_and_Soft_Skills, COMM_LABELS, COMM_EXPECTED) }),
       /* @__PURE__ */ jsx(ChecklistTable, { title: "Process & Workflow Adherence", rows: processWorkflowRows(obs.Process_and_Workflow_Adherence) }),
-      /* @__PURE__ */ jsx(ChecklistTable, { title: "Clinical Sensitivity & Patient Handling", rows: obsRecordToRows(obs.Empathy_and_Patient_Assurance, EMPATHY_LABELS, EMPATHY_EXPECTED) }),
+      /* @__PURE__ */ jsx(ChecklistTable, { title: "Empathy & Patient Assurance", rows: obsRecordToRows(obs.Empathy_and_Patient_Assurance, EMPATHY_LABELS, EMPATHY_EXPECTED) }),
       /* @__PURE__ */ jsx(ChecklistTable, { title: "Call Handling", rows: obsRecordToRows(obs.Call_Handling, CALL_HANDLING_LABELS, CALL_HANDLING_EXPECTED) }),
       /* @__PURE__ */ jsx(ChecklistTable, { title: "Call Closure & Customer Education", rows: obsRecordToRows(obs.Call_Closure_and_Customer_Education, CLOSURE_LABELS, CLOSURE_EXPECTED) })
     ] })
@@ -425,7 +428,7 @@ function RootCauseAnalysisTab({ data, primary }) {
       ] }) }) : /* @__PURE__ */ jsx(Box, { sx: { border: "1px solid", borderColor: "divider", borderRadius: "8px", px: "14px", py: "10px", backgroundColor: "background.paper" }, children: /* @__PURE__ */ jsx(Typography, { sx: { fontSize: "0.75rem", color: "text.secondary" }, children: "No significant root causes identified for this interaction." }) })
     ] }),
     (toStringArray(rec.Key_Strengths).length > 0 || toStringArray(rec.Improvement_Areas).length > 0) && /* @__PURE__ */ jsxs(Box, { children: [
-      /* @__PURE__ */ jsx(SectionTitle, { children: "Coaching & Development" }),
+      /* @__PURE__ */ jsx(SectionTitle, { children: "Auditor's Recommendation" }),
       /* @__PURE__ */ jsx(Box, { sx: { display: "flex", gap: 2, flexWrap: "wrap" }, children: [
         { title: "Key Strengths", items: toStringArray(rec.Key_Strengths), color: "#2e7d32" },
         { title: "Improvement Areas", items: toStringArray(rec.Improvement_Areas), color: "#e65100" }
@@ -641,4 +644,4 @@ export {
   AuditReportDialog,
   AuditReportFullPage
 };
-//# sourceMappingURL=chunk-DA6ZOU73.mjs.map
+//# sourceMappingURL=chunk-BURU6OAX.mjs.map

package/dist/chunk-BURU6OAX.mjs.map

@@ -0,0 +1 @@
+{"version":3,"sources":["../call-control-sdk/lib/pages/common/components/AuditReport.tsx"],"sourcesContent":["import React, { useEffect, useState } from \"react\";\r\nimport { createPortal } from \"react-dom\";\r\nimport {\r\n  Avatar,\r\n  Box,\r\n  Typography,\r\n  Table,\r\n  TableBody,\r\n  TableCell,\r\n  TableContainer,\r\n  TableHead,\r\n  TableRow,\r\n  Tabs,\r\n  Tab,\r\n  LinearProgress,\r\n  useTheme,\r\n  Dialog,\r\n  IconButton,\r\n  GlobalStyles,\r\n  CircularProgress,\r\n  Alert,\r\n  ToggleButton,\r\n  ToggleButtonGroup,\r\n} from \"@mui/material\";\r\nimport { alpha } from \"@mui/material/styles\";\r\nimport type { SxProps, Theme } from \"@mui/material/styles\";\r\nimport CloseIcon from \"@mui/icons-material/Close\";\r\nimport LaunchIcon from \"@mui/icons-material/Launch\";\r\nimport CheckCircleOutlineIcon from \"@mui/icons-material/CheckCircleOutlined\";\r\nimport HighlightOffIcon from \"@mui/icons-material/HighlightOff\";\r\nimport RemoveCircleOutlineIcon from \"@mui/icons-material/RemoveCircleOutlined\";\r\nimport axiosInstance from \"../../../services/axios\";\r\nimport { END_POINT } from \"../../../services/endPoint\";\r\nimport type { CdrRecordResponse } from \"../../cdrReport/types\";\r\n\r\n// ─── API response types ────────────────────────────────────────────────────────\r\n\r\ninterface AuditMetadata {\r\n  Hospital_Name?: string;\r\n  \"Process/Department\"?: string;\r\n  Call_Disposition?: string;\r\n  Call_Category?: string;\r\n  Call_Type?: string;\r\n  Call_Date_Time?: string;\r\n  Call_Duration?: string;\r\n  Agent_Name?: string;\r\n  Employee_ID?: string;\r\n  Team_Leader?: string;\r\n  Auditor_Name?: string;\r\n  Language?: string;\r\n  Recording_ID?: string;\r\n}\r\n\r\ninterface ExecutiveAuditSummary {\r\n  Overall_Audit_Score_Percentage?: number | string;\r\n  Audit_Result?: string;\r\n  First_Call_Resolution_FCR?: string;\r\n  Patient_Sentiment?: string;\r\n  Process_Adherence?: string;\r\n  Communication_Effectiveness?: string;\r\n  Compliance_Status?: string;\r\n  Customer_Experience?: string;\r\n  Knowledge_Accuracy?: string;\r\n  Empathy_Handling?: string;\r\n  Risk_Severity?: string;\r\n}\r\n\r\ninterface ScorecardEntry {\r\n  Weightage?: number;\r\n  Score_Obtained?: number | string;\r\n  Remarks?: string;\r\n}\r\n\r\ninterface QualityScorecard {\r\n  Opening_and_Greeting?: ScorecardEntry;\r\n  Verification_and_Authentication?: ScorecardEntry;\r\n  Communication_and_Soft_Skills?: ScorecardEntry;\r\n  Process_and_Workflow_Adherence?: ScorecardEntry;\r\n  Resolution_Accuracy?: ScorecardEntry;\r\n  Empathy_and_Patient_Assurance?: ScorecardEntry;\r\n  Call_Handling?: ScorecardEntry;\r\n  CRM_Documentation_Alignment?: ScorecardEntry;\r\n  Closing_and_Customer_Education?: ScorecardEntry;\r\n  Total_Score?: number;\r\n  Final_Rating?: string;\r\n}\r\n\r\ninterface DispositionFramework {\r\n  dispositionType?: string;\r\n  frameworks?: Array<{\r\n    expectedFramework?: string;\r\n    status?: string;\r\n    remarks?: string;\r\n  }>;\r\n}\r\n\r\ninterface ChecklistItem {\r\n  parameter?: string;\r\n  expectedStandard?: string;\r\n  status?: string;\r\n  remarks?: string;\r\n  qaObservation?: string;\r\n}\r\n\r\ninterface ChecklistGroup {\r\n  items?: ChecklistItem[];\r\n}\r\n\r\ntype ObsRecord = Record<string, { Status?: string; Remarks?: string; Observation_Impact?: string }>;\r\n\r\ninterface SectionWiseAuditObservations {\r\n  Opening_and_Greeting?: ObsRecord;\r\n  Verification_and_Authentication?: ObsRecord;\r\n  Communication_and_Soft_Skills?: ObsRecord;\r\n  Process_and_Workflow_Adherence?: ChecklistGroup[];\r\n  Empathy_and_Patient_Assurance?: ObsRecord;\r\n  Call_Handling?: ObsRecord;\r\n  Call_Closure_and_Customer_Education?: ObsRecord;\r\n}\r\n\r\ninterface RootCauseItem {\r\n  Observation?: string;\r\n  Root_Cause?: string;\r\n  Impact?: string;\r\n  Severity?: string;\r\n}\r\n\r\ninterface AuditorRecommendation {\r\n  Key_Strengths?: string[] | string;\r\n  Improvement_Areas?: string[] | string;\r\n}\r\n\r\nexport interface NewAuditApiResponse {\r\n  Audit_Metadata?: AuditMetadata;\r\n  Conversation_Type_Classification?: Record<string, string>;\r\n  Call_Summary?: string;\r\n  transcript?: string;\r\n  Executive_Audit_Summary?: ExecutiveAuditSummary;\r\n  Quality_Scorecard?: QualityScorecard;\r\n  Disposition_Based_Quality_Framework?: DispositionFramework[];\r\n  Section_Wise_Audit_Observations_Checklist?: SectionWiseAuditObservations;\r\n  Root_Cause_Analysis?: RootCauseItem[];\r\n  Auditor_Recommendation?: AuditorRecommendation;\r\n  Final_Auditor_Remarks?: string;\r\n}\r\n\r\n\r\nfunction toStringArray(value: string[] | string | undefined): string[] {\r\n  if (!value) return [];\r\n  if (Array.isArray(value)) return value;\r\n  return value.split(\"\\n\").map((l) => l.replace(/^\\s*[\\*\\-]\\s*/, \"\").trim()).filter(Boolean);\r\n}\r\n\r\n// ─── Colour helpers ────────────────────────────────────────────────────────────\r\n\r\nconst STATUS_COLOUR: Record<string, { color: string; bg: string }> = {\r\n  completed: { color: \"#2e7d32\", bg: \"#e8f5e9\" },\r\n  complied: { color: \"#2e7d32\", bg: \"#e8f5e9\" },\r\n  pass: { color: \"#2e7d32\", bg: \"#e8f5e9\" },\r\n  compliant: { color: \"#2e7d32\", bg: \"#e8f5e9\" },\r\n  achieved: { color: \"#2e7d32\", bg: \"#e8f5e9\" },\r\n  strong: { color: \"#2e7d32\", bg: \"#e8f5e9\" },\r\n  excellent: { color: \"#2e7d32\", bg: \"#e8f5e9\" },\r\n  low: { color: \"#2e7d32\", bg: \"#e8f5e9\" },\r\n  no: { color: \"#2e7d32\", bg: \"#e8f5e9\" },\r\n  good: { color: \"#1565c0\", bg: \"#e3f2fd\" },\r\n  partial: { color: \"#e65100\", bg: \"#fff3e0\" },\r\n  moderate: { color: \"#e65100\", bg: \"#fff3e0\" },\r\n  medium: { color: \"#e65100\", bg: \"#fff3e0\" },\r\n  missed: { color: \"#c62828\", bg: \"#ffebee\" },\r\n  fail: { color: \"#c62828\", bg: \"#ffebee\" },\r\n  high: { color: \"#c62828\", bg: \"#ffebee\" },\r\n  yes: { color: \"#c62828\", bg: \"#ffebee\" },\r\n  \"n/a\": { color: \"#757575\", bg: \"#f5f5f5\" },\r\n  na: { color: \"#757575\", bg: \"#f5f5f5\" },\r\n};\r\n\r\nfunction resolveColour(label: string): { color: string; bg: string } {\r\n  const key = label.toLowerCase().trim();\r\n  if (STATUS_COLOUR[key]) return STATUS_COLOUR[key];\r\n  const stripped = key.replace(/[^a-z]/g, \"\");\r\n  return STATUS_COLOUR[stripped] ?? { color: \"#555\", bg: \"#f0f0f0\" };\r\n}\r\n\r\nfunction StatusBadge({ label }: { label: string }) {\r\n  const { color, bg } = resolveColour(label);\r\n  return (\r\n    <Box sx={{ display: \"inline-flex\", alignItems: \"center\", px: \"7px\", py: \"2px\", borderRadius: \"4px\", backgroundColor: bg, whiteSpace: \"nowrap\" }}>\r\n      <Typography sx={{ fontSize: \"0.72rem\", fontWeight: 600, color, letterSpacing: \"0.02em\" }}>\r\n        {label.toUpperCase()}\r\n      </Typography>\r\n    </Box>\r\n  );\r\n}\r\n\r\nfunction StatusIconBadge({ label }: { label: string }) {\r\n  const key = label.toLowerCase().replace(/[^a-z]/g, \"\");\r\n  let icon: React.ReactNode;\r\n  if (key === \"complied\" || key === \"completed\" || key === \"pass\") {\r\n    icon = <CheckCircleOutlineIcon sx={{ fontSize: 15, color: \"#2e7d32\" }} />;\r\n  } else if (key === \"partial\") {\r\n    icon = <RemoveCircleOutlineIcon sx={{ fontSize: 15, color: \"#e65100\" }} />;\r\n  } else if (key === \"na\") {\r\n    icon = <RemoveCircleOutlineIcon sx={{ fontSize: 15, color: \"#757575\" }} />;\r\n  } else {\r\n    icon = <HighlightOffIcon sx={{ fontSize: 15, color: \"#c62828\" }} />;\r\n  }\r\n  return (\r\n    <Box sx={{ display: \"inline-flex\", alignItems: \"center\", gap: \"4px\" }}>\r\n      {icon}\r\n      <StatusBadge label={label} />\r\n    </Box>\r\n  );\r\n}\r\n\r\ninterface ProgressValue { score: number; max: number }\r\n\r\nfunction ProgressCell({ value, primary }: { value: ProgressValue; primary: string }) {\r\n  const pct = Math.min(Math.round((value.score / value.max) * 100), 100);\r\n  const barColor = pct < 80 ? \"#c62828\" : primary;\r\n  return (\r\n    <Box sx={{ display: \"flex\", alignItems: \"center\", gap: 1, minWidth: 100 }}>\r\n      <LinearProgress variant=\"determinate\" value={pct} sx={{ flex: 1, height: 5, borderRadius: 3, backgroundColor: alpha(barColor, 0.12), \"& .MuiLinearProgress-bar\": { backgroundColor: barColor, borderRadius: 3 } }} />\r\n      <Typography sx={{ fontSize: \"0.68rem\", color: \"text.secondary\", minWidth: 28, textAlign: \"right\" }}>{pct}%</Typography>\r\n    </Box>\r\n  );\r\n}\r\n\r\n// ─── Shared styles ─────────────────────────────────────────────────────────────\r\n\r\nconst TH: SxProps<Theme> = { fontSize: \"0.72rem\", fontWeight: 700, color: \"text.secondary\", py: \"7px\", px: \"10px\", backgroundColor: \"#f5f7f8\", borderBottom: \"1px solid\", borderColor: \"divider\", whiteSpace: \"nowrap\" };\r\nconst TD: SxProps<Theme> = { fontSize: \"0.75rem\", color: \"text.primary\", py: \"6px\", px: \"10px\", borderBottom: \"1px solid\", borderColor: \"divider\", verticalAlign: \"middle\" };\r\n\r\nfunction SectionTitle({ children }: { children: React.ReactNode }) {\r\n  return (\r\n    <Typography sx={{ fontSize: \"0.78rem\", fontWeight: 700, color: \"text.primary\", mb: \"8px\", mt: \"4px\" }}>\r\n      {children}\r\n    </Typography>\r\n  );\r\n}\r\n\r\n// ─── Transcript bubbles (mirrors Transcript.tsx chat layout) ───────────────────\r\n\r\nfunction TranscriptBubbles({ text }: { text: string }) {\r\n  const lines = text.split(\"\\n\").filter((l) => l.trim().length > 0);\r\n  if (!lines.length) {\r\n    return <Typography sx={{ fontSize: \"0.75rem\", color: \"text.secondary\" }}>No transcript available.</Typography>;\r\n  }\r\n  return (\r\n    <Box sx={{ display: \"flex\", flexDirection: \"column\", gap: \"6px\" }}>\r\n      {lines.map((line, idx) => {\r\n        const isPatient = line.trim().toLowerCase().startsWith(\"patient\");\r\n        const text = line.replace(/^\\s*(Patient|Agent)\\s*:\\s*/i, \"\");\r\n        return (\r\n          <Box key={idx} sx={{ display: \"flex\", justifyContent: isPatient ? \"flex-end\" : \"flex-start\", alignItems: \"flex-end\", gap: \"6px\" }}>\r\n            {!isPatient && <Avatar sx={{ width: 22, height: 22, fontSize: 12 }} />}\r\n            <Box\r\n              sx={(t) => ({\r\n                maxWidth: \"70%\",\r\n                px: \"10px\",\r\n                py: \"7px\",\r\n                borderRadius: isPatient ? \"8px 8px 0 8px\" : \"8px 8px 8px 0\",\r\n                backgroundColor: isPatient ? t.palette.primary.main : \"#fff\",\r\n                color: isPatient ? t.palette.common.white : \"#222\",\r\n                border: isPatient ? \"none\" : \"1px solid #e0e0e0\",\r\n                fontSize: \"0.78rem\",\r\n                lineHeight: 1.5,\r\n              })}\r\n            >\r\n              {text}\r\n            </Box>\r\n            {isPatient && <Avatar sx={{ width: 22, height: 22, fontSize: 12 }} />}\r\n          </Box>\r\n        );\r\n      })}\r\n    </Box>\r\n  );\r\n}\r\n\r\n// ─── Overview Tab ──────────────────────────────────────────────────────────────\r\n\r\nfunction OverviewTab({ data }: { data: NewAuditApiResponse }) {\r\n  const meta = data.Audit_Metadata ?? {};\r\n  const kvItems = [\r\n    { label: \"Hospital Name\", value: meta.Hospital_Name ?? \"N/A\" },\r\n    { label: \"Call Duration\", value: meta.Call_Duration ?? \"N/A\" },\r\n    { label: \"Department\", value: meta[\"Process/Department\"] ?? \"N/A\" },\r\n    { label: \"Agent Name\", value: meta.Agent_Name ?? \"N/A\" },\r\n    { label: \"Call Disposition\", value: meta.Call_Disposition ?? \"N/A\" },\r\n    { label: \"Employee ID\", value: meta.Employee_ID ?? \"N/A\" },\r\n    { label: \"Call Category\", value: meta.Call_Category ?? \"N/A\" },\r\n    { label: \"Team Leader\", value: meta.Team_Leader ?? \"N/A\" },\r\n    { label: \"Call Type\", value: meta.Call_Type ?? \"N/A\" },\r\n    { label: \"Auditor Name\", value: meta.Auditor_Name ?? \"N/A\" },\r\n    { label: \"Call Date & Time\", value: meta.Call_Date_Time ?? \"N/A\" },\r\n    { label: \"Language\", value: meta.Language ?? \"N/A\" },\r\n    { label: \"Recording ID\", value: meta.Recording_ID ?? \"N/A\" },\r\n  ];\r\n  const half = Math.ceil(kvItems.length / 2);\r\n  const col1 = kvItems.slice(0, half);\r\n  const col2 = kvItems.slice(half);\r\n\r\n  return (\r\n    <Box sx={{ display: \"flex\", flexDirection: \"column\", gap: 2 }}>\r\n      {/* Audit Metadata */}\r\n      <Box>\r\n        <SectionTitle>Audit Metadata</SectionTitle>\r\n        <Box sx={{ border: \"1px solid\", borderColor: \"divider\", borderRadius: \"8px\", overflow: \"hidden\", backgroundColor: \"background.paper\" }}>\r\n          <Box sx={{ display: \"flex\" }}>\r\n            {[col1, col2].map((chunk, ci) => (\r\n              <Box key={ci} sx={{ flex: \"1 1 240px\", minWidth: 0, borderRight: ci === 0 ? \"1px solid\" : \"none\", borderColor: \"divider\" }}>\r\n                {chunk.map((item, ii) => (\r\n                  <Box key={ii} sx={{ display: \"flex\", alignItems: \"baseline\", borderBottom: ii < chunk.length - 1 ? \"1px solid\" : \"none\", borderColor: \"divider\", px: \"10px\", py: \"6px\", gap: 1 }}>\r\n                    <Typography sx={{ fontSize: \"0.72rem\", color: \"text.secondary\", minWidth: 140, flexShrink: 0 }}>{item.label}</Typography>\r\n                    <Typography sx={{ fontSize: \"0.75rem\", color: \"text.primary\", fontWeight: 500 }}>\r\n                      {item.value === \"Not Available\" ? \"—\" : item.value}\r\n                    </Typography>\r\n                  </Box>\r\n                ))}\r\n              </Box>\r\n            ))}\r\n          </Box>\r\n        </Box>\r\n      </Box>\r\n\r\n      {/* Call Summary */}\r\n      <Box>\r\n        <SectionTitle>Call Summary</SectionTitle>\r\n        <Box sx={{ border: \"1px solid\", borderColor: \"divider\", borderRadius: \"8px\", backgroundColor: \"background.paper\", px: \"14px\", py: \"10px\", maxHeight: 160, overflowY: \"auto\" }}>\r\n          <Typography sx={{ fontSize: \"0.75rem\", color: \"text.secondary\", lineHeight: 1.7 }}>\r\n            {data.Call_Summary ?? \"No summary available.\"}\r\n          </Typography>\r\n        </Box>\r\n      </Box>\r\n\r\n      {/* Call Transcription */}\r\n      <Box>\r\n        <SectionTitle>Call Transcription</SectionTitle>\r\n        <Box sx={{ border: \"1px solid\", borderColor: \"divider\", borderRadius: \"8px\", backgroundColor: \"#f9f9f9\", px: \"14px\", py: \"12px\", maxHeight: 320, overflowY: \"auto\" }}>\r\n          <TranscriptBubbles text={data.transcript ?? \"\"} />\r\n        </Box>\r\n      </Box>\r\n    </Box>\r\n  );\r\n}\r\n\r\n// ─── Scorecard Tab ─────────────────────────────────────────────────────────────\r\n\r\nconst SCORECARD_PARAMS: Array<{ key: keyof QualityScorecard; label: string; defaultMax: number }> = [\r\n  { key: \"Opening_and_Greeting\", label: \"Opening & Greeting\", defaultMax: 10 },\r\n  { key: \"Verification_and_Authentication\", label: \"Verification & Authentication\", defaultMax: 10 },\r\n  { key: \"Communication_and_Soft_Skills\", label: \"Communication & Soft Skills\", defaultMax: 15 },\r\n  { key: \"Process_and_Workflow_Adherence\", label: \"Process & Workflow Adherence\", defaultMax: 20 },\r\n  { key: \"Resolution_Accuracy\", label: \"Resolution Accuracy\", defaultMax: 20 },\r\n  { key: \"Empathy_and_Patient_Assurance\", label: \"Empathy & Patient Assurance\", defaultMax: 10 },\r\n  { key: \"Call_Handling\", label: \"Call Handling\", defaultMax: 5 },\r\n  { key: \"CRM_Documentation_Alignment\", label: \"CRM Documentation Alignment\", defaultMax: 5 },\r\n  { key: \"Closing_and_Customer_Education\", label: \"Closing & Customer Education\", defaultMax: 5 },\r\n];\r\n\r\nfunction ScorecardTab({ data, primary }: { data: NewAuditApiResponse; primary: string }) {\r\n  const sc = data.Quality_Scorecard ?? {};\r\n  const summary = data.Executive_Audit_Summary ?? {};\r\n\r\n  const rawScore = sc.Total_Score ?? summary.Overall_Audit_Score_Percentage ?? 0;\r\n  const overallScore = typeof rawScore === \"string\" ? parseFloat(rawScore.replace(\"%\", \"\")) || 0 : rawScore;\r\n  const pct = Math.min(Math.round((overallScore / 100) * 100), 100);\r\n  const resultBadge = summary.Audit_Result ?? sc.Final_Rating ?? \"N/A\";\r\n\r\n  const metrics = [\r\n    { label: \"Audit Result\", value: summary.Audit_Result ?? \"N/A\" },\r\n    { label: \"Compliance Status\", value: summary.Compliance_Status ?? \"N/A\" },\r\n    { label: \"First Call Resolution\", value: summary.First_Call_Resolution_FCR ?? \"N/A\" },\r\n    { label: \"Customer Experience\", value: summary.Customer_Experience ?? summary.Patient_Sentiment ?? \"N/A\" },\r\n    { label: \"Process Adherence\", value: summary.Process_Adherence ?? \"N/A\" },\r\n    { label: \"Communication\", value: summary.Communication_Effectiveness ?? \"N/A\" },\r\n    { label: \"Knowledge Accuracy\", value: summary.Knowledge_Accuracy ?? \"N/A\" },\r\n    { label: \"Empathy Handling\", value: summary.Empathy_Handling ?? \"N/A\" },\r\n    { label: \"Risk Severity\", value: summary.Risk_Severity ?? \"N/A\" },\r\n  ];\r\n\r\n  return (\r\n    <Box sx={{ display: \"flex\", flexDirection: \"column\", gap: 2.5 }}>\r\n      {/* Overall score + metric cards */}\r\n      <Box sx={{ display: \"flex\", gap: 2, flexWrap: \"wrap\", alignItems: \"stretch\" }}>\r\n        <Box sx={{ display: \"flex\", flexDirection: \"column\", alignItems: \"center\", justifyContent: \"center\", border: \"1px solid\", borderColor: \"divider\", borderRadius: \"8px\", backgroundColor: \"background.paper\", px: 3, py: 2, minWidth: 140, gap: 0.5 }}>\r\n          <Typography sx={{ fontSize: \"0.72rem\", color: \"text.secondary\", fontWeight: 600, mb: 0.5, letterSpacing: \"0.04em\" }}>OVERALL SCORE</Typography>\r\n          <Box sx={{ display: \"flex\", alignItems: \"baseline\", gap: \"3px\" }}>\r\n            <Typography sx={{ fontSize: \"2.4rem\", fontWeight: 700, color: primary, lineHeight: 1 }}>{overallScore}</Typography>\r\n            <Typography sx={{ fontSize: \"0.85rem\", color: \"text.secondary\", fontWeight: 600 }}>/100</Typography>\r\n          </Box>\r\n          <Box sx={{ width: \"100%\", mt: 0.75 }}>\r\n            <LinearProgress variant=\"determinate\" value={pct} sx={{ height: 6, borderRadius: 3, backgroundColor: alpha(primary, 0.12), \"& .MuiLinearProgress-bar\": { backgroundColor: primary, borderRadius: 3 } }} />\r\n          </Box>\r\n          <Box sx={{ mt: 0.75 }}><StatusBadge label={resultBadge} /></Box>\r\n        </Box>\r\n        <Box sx={{ flex: 1, minWidth: 260, display: \"grid\", gridTemplateColumns: \"repeat(auto-fill, minmax(160px, 1fr))\", gap: \"8px\" }}>\r\n          {metrics.filter((m) => m.value && m.value.toLowerCase() !== \"n/a\").map((m) => (\r\n            <Box key={m.label} sx={{ border: \"1px solid\", borderColor: \"divider\", borderRadius: \"6px\", backgroundColor: \"background.paper\", px: \"10px\", py: \"7px\", display: \"flex\", alignItems: \"center\", justifyContent: \"space-between\", gap: 1 }}>\r\n              <Typography sx={{ fontSize: \"0.72rem\", color: \"text.secondary\", lineHeight: 1.3, flex: 1 }}>{m.label}</Typography>\r\n              <StatusBadge label={m.value} />\r\n            </Box>\r\n          ))}\r\n        </Box>\r\n      </Box>\r\n\r\n      {/* Quality Scorecard table */}\r\n      <Box>\r\n        <SectionTitle>Quality Scorecard</SectionTitle>\r\n        <TableContainer sx={{ border: \"1px solid\", borderColor: \"divider\", borderRadius: \"8px\", overflow: \"hidden\" }}>\r\n          <Table size=\"small\">\r\n            <TableHead>\r\n              <TableRow>\r\n                {[\r\n                  { label: \"Evaluation Parameter\", align: \"left\", minWidth: 180 },\r\n                  { label: \"Weightage\", align: \"center\", minWidth: 90 },\r\n                  { label: \"Score\", align: \"center\", minWidth: 80 },\r\n                  { label: \"\", align: \"left\", minWidth: 120 },\r\n                  { label: \"Remarks\", align: \"left\", minWidth: 160 },\r\n                ].map((col, i) => (\r\n                  <TableCell key={i} sx={{ ...TH, textAlign: col.align as any, minWidth: col.minWidth }}>{col.label}</TableCell>\r\n                ))}\r\n              </TableRow>\r\n            </TableHead>\r\n            <TableBody>\r\n              {SCORECARD_PARAMS.map((p) => {\r\n                const entry = sc[p.key] as ScorecardEntry | undefined;\r\n                const rawEntryScore = entry?.Score_Obtained;\r\n                if (typeof rawEntryScore === \"string\" && rawEntryScore.toLowerCase().trim() === \"n/a\") return null;\r\n                const score = typeof rawEntryScore === \"string\" ? parseFloat(rawEntryScore) || 0 : (rawEntryScore ?? 0);\r\n                const max = entry?.Weightage ?? p.defaultMax;\r\n                return (\r\n                  <TableRow key={p.key}>\r\n                    <TableCell sx={{ ...TD }}>{p.label}</TableCell>\r\n                    <TableCell sx={{ ...TD, textAlign: \"center\" }}>{max}</TableCell>\r\n                    <TableCell sx={{ ...TD, textAlign: \"center\" }}>{rawEntryScore ?? \"—\"}</TableCell>\r\n                    <TableCell sx={{ ...TD }}><ProgressCell value={{ score, max }} primary={primary} /></TableCell>\r\n                    <TableCell sx={{ ...TD }}>{entry?.Remarks ?? \"—\"}</TableCell>\r\n                  </TableRow>\r\n                );\r\n              })}\r\n              <TableRow sx={{ backgroundColor: \"#f5f7f8\", \"& td\": { borderBottom: 0 } }}>\r\n                <TableCell sx={{ ...TD, fontWeight: 700 }}>Total Score</TableCell>\r\n                <TableCell sx={{ ...TD, textAlign: \"center\", fontWeight: 700 }}>100</TableCell>\r\n                <TableCell sx={{ ...TD, textAlign: \"center\", fontWeight: 700 }}>{overallScore}</TableCell>\r\n                <TableCell sx={{ ...TD }}><ProgressCell value={{ score: overallScore, max: 100 }} primary={primary} /></TableCell>\r\n                <TableCell sx={{ ...TD, fontWeight: 700 }}><StatusBadge label={sc.Final_Rating ?? resultBadge} /></TableCell>\r\n              </TableRow>\r\n            </TableBody>\r\n          </Table>\r\n        </TableContainer>\r\n      </Box>\r\n    </Box>\r\n  );\r\n}\r\n\r\n// ─── Audit Checklist Tab ───────────────────────────────────────────────────────\r\n\r\ninterface ChecklistRow { parameter: string; expectedStandard: string; status: string; remarks: string; qaObservation: string }\r\n\r\nconst OPENING_LABELS: Record<string, string> = { Standard_Greeting_Used: \"Standard Greeting Used\", Hospital_Name_Mentioned: \"Hospital Name Mentioned\", Agent_Introduction_Provided: \"Agent Introduction Provided\", Professional_Tone_Maintained: \"Professional Tone Maintained\" };\r\nconst OPENING_EXPECTED: Record<string, string> = { Standard_Greeting_Used: \"Agent must greet as per approved hospital script\", Hospital_Name_Mentioned: \"Mandatory hospital identification\", Agent_Introduction_Provided: \"Agent must introduce self\", Professional_Tone_Maintained: \"Warm and professional tone expected\" };\r\n\r\nconst VERIFICATION_LABELS: Record<string, string> = { Patient_Name_Captured: \"Patient Name Captured\", \"Existing_New_Patient_Validation\": \"Existing/New Patient Validation\", Registered_Mobile_Number_Verified: \"Registered Mobile Number Verified\", \"Secondary_Authentication_DOB_UHID\": \"Secondary Authentication (DOB/UHID)\" };\r\nconst VERIFICATION_EXPECTED: Record<string, string> = { Patient_Name_Captured: \"Mandatory for identification\", \"Existing_New_Patient_Validation\": \"Required for workflow routing\", Registered_Mobile_Number_Verified: \"Mandatory authentication step\", \"Secondary_Authentication_DOB_UHID\": \"Recommended compliance practice\" };\r\n\r\nconst COMM_LABELS: Record<string, string> = { Clarity_of_Speech: \"Clarity of Speech\", Active_Listening_Demonstrated: \"Active Listening Demonstrated\", Avoidance_of_Dead_Air: \"Avoidance of Dead Air\", Professional_Language_Usage: \"Professional Language Usage\", Empathy_Statements_Used: \"Empathy Statements Used\" };\r\nconst COMM_EXPECTED: Record<string, string> = { Clarity_of_Speech: \"Clear and understandable communication\", Active_Listening_Demonstrated: \"Agent should acknowledge caller inputs\", Avoidance_of_Dead_Air: \"Minimal silence during call\", Professional_Language_Usage: \"No slang/rude language\", Empathy_Statements_Used: \"Emotional acknowledgement expected\" };\r\n\r\nconst EMPATHY_LABELS: Record<string, string> = { Patient_Concern_Acknowledged: \"Patient Concern Acknowledged\", Empathy_Toward_Patient_Condition: \"Empathy Toward Patient Condition\", Severity_Red_Flag_Probing: \"Severity/Red Flag Probing\", Professional_Behaviour_Maintained: \"Professional Behaviour Maintained\" };\r\nconst EMPATHY_EXPECTED: Record<string, string> = { Patient_Concern_Acknowledged: \"Agent should acknowledge caller concern\", Empathy_Toward_Patient_Condition: \"Empathetic reassurance expected\", Severity_Red_Flag_Probing: \"Escalation probing recommended where applicable\", Professional_Behaviour_Maintained: \"Calm and respectful handling required\" };\r\n\r\nconst CALL_HANDLING_LABELS: Record<string, string> = { \"Placing the Call on Hold\": \"Placing the Call on Hold\", Resuming_After_Hold: \"Resuming After Hold\", Apologizing_for_Inconvenience: \"Apologizing for Inconvenience\", Offering_Further_Assistance: \"Offering Further Assistance\" };\r\nconst CALL_HANDLING_EXPECTED: Record<string, string> = { \"Placing the Call on Hold\": \"Inform customer before placing on hold\", Resuming_After_Hold: \"Thank customer for holding\", Apologizing_for_Inconvenience: \"Apologize for any delays\", Offering_Further_Assistance: \"Ask if further help is needed\" };\r\n\r\nconst CLOSURE_LABELS: Record<string, string> = { Additional_Assistance_Offered: \"Additional Assistance Offered\", Professional_Closing_Provided: \"Professional Closing Provided\", \"Wellness/Courtesy_Statement_Used\": \"Wellness/Courtesy Statement Used\" };\r\nconst CLOSURE_EXPECTED: Record<string, string> = { Additional_Assistance_Offered: \"Mandatory closure check\", Professional_Closing_Provided: \"Standard closure etiquette expected\", \"Wellness/Courtesy_Statement_Used\": \"Positive healthcare closure preferred\" };\r\n\r\nconst EXCLUDED_KEYS = new Set([\"Patient_Data_Handling\", \"Recontact_Information_Shared\"]);\r\n\r\nfunction obsRecordToRows(record: ObsRecord | undefined, labelMap: Record<string, string>, expectedMap: Record<string, string>): ChecklistRow[] {\r\n  return Object.entries(record ?? {})\r\n    .filter(([key]) => !EXCLUDED_KEYS.has(key))\r\n    .map(([key, val]) => ({\r\n      parameter: labelMap[key] ?? key.replace(/_/g, \" \"),\r\n      expectedStandard: expectedMap[key] ?? \"—\",\r\n      status: val.Status ?? \"N/A\",\r\n      remarks: val.Remarks ?? \"—\",\r\n      qaObservation: val.Observation_Impact ?? \"—\",\r\n    }));\r\n}\r\n\r\nfunction processWorkflowRows(groups: ChecklistGroup[] | undefined): ChecklistRow[] {\r\n  return (groups ?? []).flatMap((g) =>\r\n    (g?.items ?? []).map((item) => ({\r\n      parameter: item.parameter ?? \"—\",\r\n      expectedStandard: item.expectedStandard ?? \"—\",\r\n      status: item.status ?? \"N/A\",\r\n      remarks: item.remarks ?? \"—\",\r\n      qaObservation: item.qaObservation ?? \"—\",\r\n    })),\r\n  );\r\n}\r\n\r\nconst CHECKLIST_COLS = [\r\n  { key: \"parameter\", label: \"Audit Parameter\", minWidth: 180 },\r\n  { key: \"expectedStandard\", label: \"Expected Standard\", minWidth: 200 },\r\n  { key: \"status\", label: \"Status\", minWidth: 130 },\r\n  { key: \"remarks\", label: \"Remarks\", minWidth: 160 },\r\n  { key: \"qaObservation\", label: \"QA Observation / Impact\", minWidth: 180 },\r\n];\r\n\r\nfunction ChecklistTable({ title, rows }: { title: string; rows: ChecklistRow[] }) {\r\n  const visibleRows = rows.filter((r) => r.status.toLowerCase().replace(/[^a-z]/g, \"\") !== \"na\");\r\n  if (!visibleRows.length) return null;\r\n  return (\r\n    <Box>\r\n      <SectionTitle>{title}</SectionTitle>\r\n      <TableContainer sx={{ border: \"1px solid\", borderColor: \"divider\", borderRadius: \"8px\", overflow: \"hidden\" }}>\r\n        <Table size=\"small\">\r\n          <TableHead>\r\n            <TableRow>\r\n              {CHECKLIST_COLS.map((col) => (\r\n                <TableCell key={col.key} sx={{ ...TH, minWidth: col.minWidth }}>{col.label}</TableCell>\r\n              ))}\r\n            </TableRow>\r\n          </TableHead>\r\n          <TableBody>\r\n            {visibleRows.map((row, ri) => (\r\n              <TableRow key={ri} sx={{ \"&:last-child td\": { borderBottom: 0 } }}>\r\n                <TableCell sx={{ ...TD }}>{row.parameter}</TableCell>\r\n                <TableCell sx={{ ...TD }}>{row.expectedStandard}</TableCell>\r\n                <TableCell sx={{ ...TD }}><StatusIconBadge label={row.status} /></TableCell>\r\n                <TableCell sx={{ ...TD }}>{row.remarks}</TableCell>\r\n                <TableCell sx={{ ...TD }}>{row.qaObservation}</TableCell>\r\n              </TableRow>\r\n            ))}\r\n          </TableBody>\r\n        </Table>\r\n      </TableContainer>\r\n    </Box>\r\n  );\r\n}\r\n\r\nfunction DispositionFrameworkTable({ data }: { data: NewAuditApiResponse }) {\r\n  const rows = (data.Disposition_Based_Quality_Framework ?? []).flatMap((df) =>\r\n    (df?.frameworks ?? []).map((fw) => ({\r\n      dispositionType: df.dispositionType ?? \"—\",\r\n      expectedFramework: fw.expectedFramework ?? \"—\",\r\n      status: fw.status ?? \"N/A\",\r\n      remarks: fw.remarks ?? \"—\",\r\n    })),\r\n  ).filter((r) => r.status.toLowerCase().replace(/[^a-z]/g, \"\") !== \"na\" && r.expectedFramework.toLowerCase().trim() !== \"clinical sensitivity handling\");\r\n\r\n  if (!rows.length) {\r\n    return <Typography sx={{ fontSize: \"0.75rem\", color: \"text.secondary\" }}>No disposition framework data available.</Typography>;\r\n  }\r\n\r\n  return (\r\n    <Box>\r\n      <SectionTitle>Disposition-Based Quality Framework</SectionTitle>\r\n      <TableContainer sx={{ border: \"1px solid\", borderColor: \"divider\", borderRadius: \"8px\", overflow: \"hidden\" }}>\r\n        <Table size=\"small\">\r\n          <TableHead>\r\n            <TableRow>\r\n              {[\r\n                { label: \"Disposition Type\", minWidth: 160 },\r\n                { label: \"Expected Framework\", minWidth: 200 },\r\n                { label: \"Status\", minWidth: 120 },\r\n                { label: \"Remarks\", minWidth: 160 },\r\n              ].map((col, i) => (\r\n                <TableCell key={i} sx={{ ...TH, minWidth: col.minWidth }}>{col.label}</TableCell>\r\n              ))}\r\n            </TableRow>\r\n          </TableHead>\r\n          <TableBody>\r\n            {rows.map((row, ri) => (\r\n              <TableRow key={ri} sx={{ \"&:last-child td\": { borderBottom: 0 } }}>\r\n                <TableCell sx={{ ...TD }}>{row.dispositionType}</TableCell>\r\n                <TableCell sx={{ ...TD }}>{row.expectedFramework}</TableCell>\r\n                <TableCell sx={{ ...TD }}><StatusIconBadge label={row.status} /></TableCell>\r\n                <TableCell sx={{ ...TD }}>{row.remarks}</TableCell>\r\n              </TableRow>\r\n            ))}\r\n          </TableBody>\r\n        </Table>\r\n      </TableContainer>\r\n    </Box>\r\n  );\r\n}\r\n\r\nfunction AuditChecklistTab({ data, primary: _primary }: { data: NewAuditApiResponse; primary: string }) {\r\n  const [view, setView] = useState<\"overview\" | \"detailed\">(\"overview\");\r\n  const obs = data.Section_Wise_Audit_Observations_Checklist ?? {};\r\n\r\n  return (\r\n    <Box sx={{ display: \"flex\", flexDirection: \"column\", gap: 2 }}>\r\n      <Box sx={{ display: \"flex\", justifyContent: \"flex-start\" }}>\r\n        <ToggleButtonGroup\r\n          value={view}\r\n          exclusive\r\n          onChange={(_, v) => v && setView(v)}\r\n          size=\"small\"\r\n          sx={{\r\n            \"& .MuiToggleButton-root\": {\r\n              fontSize: \"0.72rem\",\r\n              fontWeight: 600,\r\n              textTransform: \"none\",\r\n              px: 1.5,\r\n              py: \"4px\",\r\n              border: \"1px solid\",\r\n              borderColor: \"divider\",\r\n              color: \"text.secondary\",\r\n              \"&.Mui-selected\": { backgroundColor: _primary, color: \"#fff\", borderColor: _primary, \"&:hover\": { backgroundColor: _primary } },\r\n            },\r\n          }}\r\n        >\r\n          <ToggleButton value=\"overview\">Overview</ToggleButton>\r\n          <ToggleButton value=\"detailed\">Detailed</ToggleButton>\r\n        </ToggleButtonGroup>\r\n      </Box>\r\n\r\n      {view === \"overview\" && <DispositionFrameworkTable data={data} />}\r\n\r\n      {view === \"detailed\" && (\r\n        <Box sx={{ display: \"flex\", flexDirection: \"column\", gap: 2 }}>\r\n          <ChecklistTable title=\"Opening & Greeting\" rows={obsRecordToRows(obs.Opening_and_Greeting, OPENING_LABELS, OPENING_EXPECTED)} />\r\n          <ChecklistTable title=\"Verification & Authentication\" rows={obsRecordToRows(obs.Verification_and_Authentication, VERIFICATION_LABELS, VERIFICATION_EXPECTED)} />\r\n          <ChecklistTable title=\"Communication Effectiveness\" rows={obsRecordToRows(obs.Communication_and_Soft_Skills, COMM_LABELS, COMM_EXPECTED)} />\r\n          <ChecklistTable title=\"Process & Workflow Adherence\" rows={processWorkflowRows(obs.Process_and_Workflow_Adherence)} />\r\n          <ChecklistTable title=\"Empathy & Patient Assurance\" rows={obsRecordToRows(obs.Empathy_and_Patient_Assurance, EMPATHY_LABELS, EMPATHY_EXPECTED)} />\r\n          <ChecklistTable title=\"Call Handling\" rows={obsRecordToRows(obs.Call_Handling, CALL_HANDLING_LABELS, CALL_HANDLING_EXPECTED)} />\r\n          <ChecklistTable title=\"Call Closure & Customer Education\" rows={obsRecordToRows(obs.Call_Closure_and_Customer_Education, CLOSURE_LABELS, CLOSURE_EXPECTED)} />\r\n        </Box>\r\n      )}\r\n    </Box>\r\n  );\r\n}\r\n\r\n// ─── Root Cause Analysis Tab ───────────────────────────────────────────────────\r\n\r\nfunction RootCauseAnalysisTab({ data, primary }: { data: NewAuditApiResponse; primary: string }) {\r\n  const rcaRows = (data.Root_Cause_Analysis ?? []).filter((r) => r?.Observation && r?.Observation !== \"N/A\") ?? [];\r\n  const rec = data.Auditor_Recommendation ?? {};\r\n\r\n  return (\r\n    <Box sx={{ display: \"flex\", flexDirection: \"column\", gap: 2 }}>\r\n      <Box>\r\n        <SectionTitle>Root Cause Analysis</SectionTitle>\r\n        {rcaRows.length > 0 ? (\r\n          <TableContainer sx={{ border: \"1px solid\", borderColor: \"divider\", borderRadius: \"8px\", overflow: \"hidden\" }}>\r\n            <Table size=\"small\">\r\n              <TableHead>\r\n                <TableRow>\r\n                  {[{ label: \"Observation\", minWidth: 180 }, { label: \"Root Cause\", minWidth: 200 }, { label: \"Impact\", minWidth: 200 }, { label: \"Severity\", minWidth: 90 }].map((col, i) => (\r\n                    <TableCell key={i} sx={{ ...TH, minWidth: col.minWidth }}>{col.label}</TableCell>\r\n                  ))}\r\n                </TableRow>\r\n              </TableHead>\r\n              <TableBody>\r\n                {rcaRows.map((row, ri) => (\r\n                  <TableRow key={ri} sx={{ \"&:last-child td\": { borderBottom: 0 } }}>\r\n                    <TableCell sx={{ ...TD }}>{row.Observation ?? \"—\"}</TableCell>\r\n                    <TableCell sx={{ ...TD }}>{row.Root_Cause ?? \"—\"}</TableCell>\r\n                    <TableCell sx={{ ...TD }}>{row.Impact ?? \"—\"}</TableCell>\r\n                    <TableCell sx={{ ...TD, textAlign: \"center\" }}>{row.Severity ? <StatusBadge label={row.Severity} /> : \"—\"}</TableCell>\r\n                  </TableRow>\r\n                ))}\r\n              </TableBody>\r\n            </Table>\r\n          </TableContainer>\r\n        ) : (\r\n          <Box sx={{ border: \"1px solid\", borderColor: \"divider\", borderRadius: \"8px\", px: \"14px\", py: \"10px\", backgroundColor: \"background.paper\" }}>\r\n            <Typography sx={{ fontSize: \"0.75rem\", color: \"text.secondary\" }}>No significant root causes identified for this interaction.</Typography>\r\n          </Box>\r\n        )}\r\n      </Box>\r\n\r\n      {(toStringArray(rec.Key_Strengths).length > 0 || toStringArray(rec.Improvement_Areas).length > 0) && (\r\n        <Box>\r\n          <SectionTitle>Auditor's Recommendation</SectionTitle>\r\n          <Box sx={{ display: \"flex\", gap: 2, flexWrap: \"wrap\" }}>\r\n            {[\r\n              { title: \"Key Strengths\", items: toStringArray(rec.Key_Strengths), color: \"#2e7d32\" },\r\n              { title: \"Improvement Areas\", items: toStringArray(rec.Improvement_Areas), color: \"#e65100\" },\r\n            ].filter((g) => (g.items?.length ?? 0) > 0).map((g) => (\r\n              <Box key={g.title} sx={{ flex: \"1 1 200px\", border: \"1px solid\", borderColor: \"divider\", borderRadius: \"6px\", backgroundColor: \"background.paper\", px: \"14px\", py: \"10px\" }}>\r\n                <Typography sx={{ fontSize: \"0.78rem\", fontWeight: 600, color: \"text.primary\", mb: \"8px\" }}>{g.title}</Typography>\r\n                {g.items?.map((item, ii) => (\r\n                  <Box key={ii} sx={{ display: \"flex\", alignItems: \"flex-start\", gap: \"7px\", mb: \"5px\" }}>\r\n                    <Box sx={{ width: 5, height: 5, borderRadius: \"50%\", backgroundColor: g.color, mt: \"5px\", flexShrink: 0 }} />\r\n                    <Typography sx={{ fontSize: \"0.75rem\", color: \"text.secondary\", lineHeight: 1.5 }}>{item}</Typography>\r\n                  </Box>\r\n                ))}\r\n              </Box>\r\n            ))}\r\n          </Box>\r\n        </Box>\r\n      )}\r\n\r\n      {data.Final_Auditor_Remarks && (\r\n        <Box sx={{ border: \"1px solid\", borderLeft: \"3px solid\", borderColor: \"divider\", borderLeftColor: primary, borderRadius: \"6px\", px: \"14px\", py: \"10px\", backgroundColor: alpha(primary, 0.04) }}>\r\n          <Typography sx={{ fontSize: \"0.78rem\", fontWeight: 600, color: primary, mb: \"6px\" }}>Final Auditor Remarks</Typography>\r\n          <Typography sx={{ fontSize: \"0.75rem\", color: \"text.secondary\", lineHeight: 1.6 }}>{data.Final_Auditor_Remarks}</Typography>\r\n        </Box>\r\n      )}\r\n    </Box>\r\n  );\r\n}\r\n\r\n// ─── Static tabs ───────────────────────────────────────────────────────────────\r\n\r\nconst STATIC_TABS = [\r\n  { id: \"overview\", label: \"Overview\" },\r\n  { id: \"scorecard\", label: \"Scorecard\" },\r\n  { id: \"checklist\", label: \"Audit Checklist\" },\r\n  { id: \"rca\", label: \"Root Cause Analysis\" },\r\n];\r\n\r\n// ─── Data hook ─────────────────────────────────────────────────────────────────\r\n\r\nfunction useAuditReportData(callUuid?: string, active = true) {\r\n  const [activeTab, setActiveTab] = useState(0);\r\n  const [apiData, setApiData] = useState<NewAuditApiResponse | null>(null);\r\n  const [auditLoading, setAuditLoading] = useState(false);\r\n  const [auditError, setAuditError] = useState<string | null>(null);\r\n\r\n  useEffect(() => {\r\n    setApiData(null);\r\n    setAuditError(null);\r\n    setActiveTab(0);\r\n\r\n    if (!active || !callUuid) return;\r\n\r\n    let cancelled = false;\r\n    setAuditLoading(true);\r\n    axiosInstance\r\n      .get<NewAuditApiResponse>(END_POINT.CALLSAGE_AUDIT(callUuid))\r\n      .then((res) => { if (!cancelled) setApiData(res.data); })\r\n      .catch((err: any) => {\r\n        if (!cancelled) setAuditError(err?.response?.data?.message ?? err?.message ?? \"Failed to generate audit report\");\r\n      })\r\n      .finally(() => { if (!cancelled) setAuditLoading(false); });\r\n    return () => { cancelled = true; };\r\n  }, [active, callUuid]);\r\n\r\n  return { activeTab, setActiveTab, apiData, auditLoading, auditError };\r\n}\r\n\r\n// ─── Print layout ──────────────────────────────────────────────────────────────\r\n\r\nconst PRINT_ROOT_ID = \"audit-report-print-root\";\r\n\r\nconst PRINT_STYLES = (\r\n  <GlobalStyles\r\n    styles={{\r\n      [`#${PRINT_ROOT_ID}`]: { position: \"absolute\", width: \"1px\", height: \"1px\", overflow: \"hidden\", clip: \"rect(0 0 0 0)\", clipPath: \"inset(50%)\", whiteSpace: \"nowrap\", pointerEvents: \"none\" },\r\n      \"@media print\": {\r\n        \"body *\": { visibility: \"hidden\" },\r\n        [`#${PRINT_ROOT_ID}`]: { visibility: \"visible\", position: \"absolute\", top: 0, left: 0, width: \"100%\", height: \"auto\", overflow: \"visible\", clip: \"auto\", clipPath: \"none\", whiteSpace: \"normal\", padding: \"0 8mm\", boxSizing: \"border-box\" },\r\n        [`#${PRINT_ROOT_ID} *`]: { visibility: \"visible\", printColorAdjust: \"exact\", WebkitPrintColorAdjust: \"exact\" } as React.CSSProperties,\r\n      },\r\n    }}\r\n  />\r\n);\r\n\r\n// ─── Inner component (shared by dialog + full-page) ───────────────────────────\r\n\r\ninterface AuditReportInnerProps {\r\n  callUuid?: string;\r\n  active?: boolean;\r\n  primary: string;\r\n  onClose?: () => void;\r\n  onMaximize?: () => void;\r\n}\r\n\r\nfunction buildHeaderBadges(data: NewAuditApiResponse): Array<{ label: string; value: string; asBadge?: boolean }> {\r\n  const sc = data.Quality_Scorecard ?? {};\r\n  const summary = data.Executive_Audit_Summary ?? {};\r\n  const meta = data.Audit_Metadata ?? {};\r\n  return [\r\n    { label: \"Call Disposition\", value: meta.Call_Disposition ?? \"N/A\" },\r\n    { label: \"Result\", value: summary.Audit_Result ?? \"N/A\", asBadge: true },\r\n    { label: \"Score\", value: `${sc.Total_Score ?? summary.Overall_Audit_Score_Percentage ?? 0}/100` },\r\n  ];\r\n}\r\n\r\nfunction AuditReportInner({ callUuid, active = true, primary, onClose, onMaximize }: AuditReportInnerProps) {\r\n  const { activeTab, setActiveTab, apiData, auditLoading, auditError } = useAuditReportData(callUuid, active);\r\n\r\n  const headerBadges = apiData ? buildHeaderBadges(apiData) : [];\r\n  const subtitle = apiData\r\n    ? [apiData.Audit_Metadata?.Agent_Name, apiData.Audit_Metadata?.Hospital_Name, apiData.Audit_Metadata?.Call_Date_Time].filter(Boolean).join(\" · \") || undefined\r\n    : undefined;\r\n\r\n  const iconButtonSx = {\r\n    flexShrink: 0, width: 28, height: 28, borderRadius: \"6px\", backgroundColor: \"action.hover\", color: \"text.secondary\",\r\n    \"&:hover\": { backgroundColor: \"action.selected\", color: \"text.primary\" },\r\n    transition: \"all 0.15s ease\",\r\n  } as const;\r\n\r\n  function renderTab() {\r\n    if (!apiData) return null;\r\n    switch (activeTab) {\r\n      case 0: return <OverviewTab data={apiData} />;\r\n      case 1: return <ScorecardTab data={apiData} primary={primary} />;\r\n      case 2: return <AuditChecklistTab data={apiData} primary={primary} />;\r\n      case 3: return <RootCauseAnalysisTab data={apiData} primary={primary} />;\r\n      default: return null;\r\n    }\r\n  }\r\n\r\n  return (\r\n    <>\r\n      {PRINT_STYLES}\r\n      {createPortal(\r\n        <div id={PRINT_ROOT_ID}>\r\n          <Box sx={{ mb: 2.5, pb: 1.5, borderBottom: \"2px solid\", borderColor: \"divider\" }}>\r\n            <Typography sx={{ fontSize: \"1.2rem\", fontWeight: 700, color: \"text.primary\" }}>Audit Report</Typography>\r\n            {subtitle && <Typography sx={{ fontSize: \"0.8rem\", color: \"text.secondary\", mt: \"4px\" }}>{subtitle}</Typography>}\r\n          </Box>\r\n          {apiData && (\r\n            <Box sx={{ display: \"flex\", flexDirection: \"column\", gap: 3 }}>\r\n              <OverviewTab data={apiData} />\r\n              <ScorecardTab data={apiData} primary={primary} />\r\n              <AuditChecklistTab data={apiData} primary={primary} />\r\n              <RootCauseAnalysisTab data={apiData} primary={primary} />\r\n            </Box>\r\n          )}\r\n        </div>,\r\n        document.body,\r\n      )}\r\n\r\n      {/* Title bar */}\r\n      <Box sx={{ px: { xs: 2, md: 2.5 }, py: \"12px\", display: \"flex\", alignItems: \"flex-start\", justifyContent: \"space-between\", gap: 1, borderBottom: \"1px solid\", borderColor: \"divider\", flexShrink: 0 }}>\r\n        <Box sx={{ minWidth: 0 }}>\r\n          <Typography sx={{ fontWeight: 700, fontSize: { xs: \"1rem\", sm: \"1.2rem\" }, color: \"text.primary\", lineHeight: 1.3 }}>Audit Report</Typography>\r\n          {subtitle && <Typography sx={{ fontSize: \"0.78rem\", color: \"text.secondary\", mt: \"3px\" }}>{subtitle}</Typography>}\r\n        </Box>\r\n        <Box sx={{ display: \"flex\", alignItems: \"center\", gap: 0.75, flexShrink: 0 }}>\r\n          {onMaximize && (\r\n            <IconButton size=\"small\" onClick={onMaximize} title=\"Open in new tab\" sx={iconButtonSx}>\r\n              <LaunchIcon sx={{ fontSize: 14 }} />\r\n            </IconButton>\r\n          )}\r\n          {onClose && (\r\n            <IconButton size=\"small\" onClick={onClose} title=\"Close\" sx={iconButtonSx}>\r\n              <CloseIcon sx={{ fontSize: 15 }} />\r\n            </IconButton>\r\n          )}\r\n        </Box>\r\n      </Box>\r\n\r\n      {/* Header badges */}\r\n      {headerBadges.length > 0 && (\r\n        <Box sx={{ px: { xs: 2, md: 2.5 }, py: \"8px\", display: \"flex\", alignItems: \"center\", gap: \"8px\", flexWrap: \"wrap\", borderBottom: \"1px solid\", borderColor: \"divider\", backgroundColor: \"#f5f7f8\", flexShrink: 0 }}>\r\n          {headerBadges.map((badge, i) =>\r\n            badge.asBadge ? (\r\n              <StatusBadge key={i} label={badge.value} />\r\n            ) : (\r\n              <Box key={i} sx={{ display: \"flex\", alignItems: \"center\", gap: \"5px\", px: \"9px\", height: 26, border: \"1px solid\", borderColor: \"divider\", borderRadius: \"5px\", backgroundColor: \"background.paper\" }}>\r\n                <Box sx={{ width: 5, height: 5, borderRadius: \"50%\", backgroundColor: primary, flexShrink: 0 }} />\r\n                <Typography sx={{ fontSize: \"0.72rem\", color: \"text.secondary\", whiteSpace: \"nowrap\" }}>\r\n                  <Box component=\"span\" sx={{ fontWeight: 600, color: \"text.primary\", mr: \"3px\" }}>{badge.label}:</Box>\r\n                  {badge.value}\r\n                </Typography>\r\n              </Box>\r\n            ),\r\n          )}\r\n        </Box>\r\n      )}\r\n\r\n      {/* Static tabs */}\r\n      <Box sx={{ borderBottom: \"1px solid\", borderColor: \"divider\", backgroundColor: \"background.paper\", flexShrink: 0 }}>\r\n        <Tabs\r\n          value={activeTab}\r\n          onChange={(_, v) => setActiveTab(v)}\r\n          variant=\"scrollable\"\r\n          scrollButtons=\"auto\"\r\n          sx={{\r\n            minHeight: 40,\r\n            px: { xs: 1, md: 2 },\r\n            \"& .MuiTab-root\": { fontSize: \"0.78rem\", fontWeight: 600, minHeight: 40, textTransform: \"none\", color: \"text.secondary\", py: 0, px: 1.5, \"&.Mui-selected\": { color: primary } },\r\n            \"& .MuiTabs-indicator\": { backgroundColor: primary, height: 2 },\r\n          }}\r\n        >\r\n          {STATIC_TABS.map((tab) => (\r\n            <Tab key={tab.id} label={tab.label} disableRipple />\r\n          ))}\r\n        </Tabs>\r\n      </Box>\r\n\r\n      {/* Tab content */}\r\n      <Box sx={{ flex: 1, overflow: \"auto\", px: { xs: 2, md: 2.5 }, py: 2 }}>\r\n        {auditLoading && (\r\n          <Box sx={{ display: \"flex\", justifyContent: \"center\", alignItems: \"center\", py: 6 }}>\r\n            <CircularProgress size={32} />\r\n          </Box>\r\n        )}\r\n        {!auditLoading && auditError && (\r\n          <Alert severity=\"warning\" sx={{ mb: 2, fontSize: \"0.78rem\" }}>{auditError}</Alert>\r\n        )}\r\n        {!auditLoading && !auditError && !apiData && (\r\n          <Box sx={{ display: \"flex\", justifyContent: \"center\", alignItems: \"center\", py: 6 }}>\r\n            <Typography sx={{ fontSize: \"0.78rem\", color: \"text.secondary\" }}>No audit data available.</Typography>\r\n          </Box>\r\n        )}\r\n        {!auditLoading && apiData && renderTab()}\r\n      </Box>\r\n    </>\r\n  );\r\n}\r\n\r\n// ─── Public exports ────────────────────────────────────────────────────────────\r\n\r\ninterface AuditReportDialogProps {\r\n  open: boolean;\r\n  onClose: () => void;\r\n  width?: string;\r\n  rowData?: CdrRecordResponse;\r\n}\r\n\r\n/**\r\n * Audit report shown in a modal dialog. The maximize button opens the same\r\n * report full-screen in a new browser tab (`/audit-report/:callUuid`).\r\n */\r\nexport default function AuditReportDialog({ open, onClose, width = \"80vw\", rowData }: AuditReportDialogProps) {\r\n  const theme = useTheme();\r\n  const primary = theme.palette.primary.main;\r\n  const callUuid = rowData?.callUuid;\r\n\r\n  const handleMaximize = () => {\r\n    if (!callUuid) return;\r\n    window.open(`/audit-report/${encodeURIComponent(callUuid)}`, \"_blank\");\r\n  };\r\n\r\n  return (\r\n    <Dialog\r\n      open={open}\r\n      onClose={onClose}\r\n      fullWidth\r\n      slotProps={{\r\n        paper: {\r\n          sx: { width, maxWidth: width, height: \"90vh\", display: \"flex\", flexDirection: \"column\", overflow: \"hidden\", borderRadius: \"10px\" },\r\n        },\r\n      }}\r\n    >\r\n      {open && (\r\n        <AuditReportInner\r\n          callUuid={callUuid}\r\n          active={open}\r\n          primary={primary}\r\n          onClose={onClose}\r\n          onMaximize={callUuid ? handleMaximize : undefined}\r\n        />\r\n      )}\r\n    </Dialog>\r\n  );\r\n}\r\n\r\n/**\r\n * Stand-alone full-page audit report rendered by the `/audit-report/:callUuid` route.\r\n */\r\nexport function AuditReportFullPage({ callUuid }: { callUuid?: string }) {\r\n  const theme = useTheme();\r\n  const primary = theme.palette.primary.main;\r\n\r\n  return (\r\n    <Box sx={{ height: \"100vh\", display: \"flex\", flexDirection: \"column\", overflow: \"hidden\", backgroundColor: \"background.paper\" }}>\r\n      <AuditReportInner callUuid={callUuid} active primary={primary} />\r\n    </Box>\r\n  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package/dist/index.js

@@ -31935,7 +31935,7 @@ function ScorecardTab({ data, primary }) {
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         /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.Box, { sx: { mt: 0.75 }, children: /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(StatusBadge, { label: resultBadge }) })
       ] }),
-      /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.Box, { sx: { flex: 1, minWidth: 260, display: "grid", gridTemplateColumns: "repeat(auto-fill, minmax(160px, 1fr))", gap: "8px" }, children: metrics.map((m) => /* @__PURE__ */ (0, import_jsx_runtime74.jsxs)(import_material18.Box, { sx: { border: "1px solid", borderColor: "divider", borderRadius: "6px", backgroundColor: "background.paper", px: "10px", py: "7px", display: "flex", alignItems: "center", justifyContent: "space-between", gap: 1 }, children: [
+      /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.Box, { sx: { flex: 1, minWidth: 260, display: "grid", gridTemplateColumns: "repeat(auto-fill, minmax(160px, 1fr))", gap: "8px" }, children: metrics.filter((m) => m.value && m.value.toLowerCase() !== "n/a").map((m) => /* @__PURE__ */ (0, import_jsx_runtime74.jsxs)(import_material18.Box, { sx: { border: "1px solid", borderColor: "divider", borderRadius: "6px", backgroundColor: "background.paper", px: "10px", py: "7px", display: "flex", alignItems: "center", justifyContent: "space-between", gap: 1 }, children: [
         /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.Typography, { sx: { fontSize: "0.72rem", color: "text.secondary", lineHeight: 1.3, flex: 1 }, children: m.label }),
         /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(StatusBadge, { label: m.value })
       ] }, m.label)) })
@@ -31955,6 +31955,7 @@ function ScorecardTab({ data, primary }) {
             var _a3, _b2;
             const entry = sc[p.key];
             const rawEntryScore = entry == null ? void 0 : entry.Score_Obtained;
+            if (typeof rawEntryScore === "string" && rawEntryScore.toLowerCase().trim() === "n/a") return null;
             const score = typeof rawEntryScore === "string" ? parseFloat(rawEntryScore) || 0 : rawEntryScore != null ? rawEntryScore : 0;
             const max = (_a3 = entry == null ? void 0 : entry.Weightage) != null ? _a3 : p.defaultMax;
             return /* @__PURE__ */ (0, import_jsx_runtime74.jsxs)(import_material18.TableRow, { children: [
@@ -31978,7 +31979,7 @@ function ScorecardTab({ data, primary }) {
   ] });
 }
 function obsRecordToRows(record, labelMap, expectedMap) {
-  return Object.entries(record != null ? record : {}).map(([key, val]) => {
+  return Object.entries(record != null ? record : {}).filter(([key]) => !EXCLUDED_KEYS.has(key)).map(([key, val]) => {
     var _a2, _b, _c, _d, _e;
     return {
       parameter: (_a2 = labelMap[key]) != null ? _a2 : key.replace(/_/g, " "),
@@ -32007,12 +32008,13 @@ function processWorkflowRows(groups) {
   );
 }
 function ChecklistTable({ title, rows }) {
-  if (!rows.length) return null;
+  const visibleRows = rows.filter((r2) => r2.status.toLowerCase().replace(/[^a-z]/g, "") !== "na");
+  if (!visibleRows.length) return null;
   return /* @__PURE__ */ (0, import_jsx_runtime74.jsxs)(import_material18.Box, { children: [
     /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(SectionTitle, { children: title }),
     /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.TableContainer, { sx: { border: "1px solid", borderColor: "divider", borderRadius: "8px", overflow: "hidden" }, children: /* @__PURE__ */ (0, import_jsx_runtime74.jsxs)(import_material18.Table, { size: "small", children: [
       /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.TableHead, { children: /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.TableRow, { children: CHECKLIST_COLS.map((col) => /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.TableCell, { sx: __spreadProps(__spreadValues({}, TH), { minWidth: col.minWidth }), children: col.label }, col.key)) }) }),
-      /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.TableBody, { children: rows.map((row, ri) => /* @__PURE__ */ (0, import_jsx_runtime74.jsxs)(import_material18.TableRow, { sx: { "&:last-child td": { borderBottom: 0 } }, children: [
+      /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.TableBody, { children: visibleRows.map((row, ri) => /* @__PURE__ */ (0, import_jsx_runtime74.jsxs)(import_material18.TableRow, { sx: { "&:last-child td": { borderBottom: 0 } }, children: [
         /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.TableCell, { sx: __spreadValues({}, TD), children: row.parameter }),
         /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.TableCell, { sx: __spreadValues({}, TD), children: row.expectedStandard }),
         /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.TableCell, { sx: __spreadValues({}, TD), children: /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(StatusIconBadge, { label: row.status }) }),
@@ -32037,7 +32039,7 @@ function DispositionFrameworkTable({ data }) {
         };
       });
     }
-  );
+  ).filter((r2) => r2.status.toLowerCase().replace(/[^a-z]/g, "") !== "na" && r2.expectedFramework.toLowerCase().trim() !== "clinical sensitivity handling");
   if (!rows.length) {
     return /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.Typography, { sx: { fontSize: "0.75rem", color: "text.secondary" }, children: "No disposition framework data available." });
   }
@@ -32096,7 +32098,7 @@ function AuditChecklistTab({ data, primary: _primary }) {
       /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(ChecklistTable, { title: "Verification & Authentication", rows: obsRecordToRows(obs.Verification_and_Authentication, VERIFICATION_LABELS, VERIFICATION_EXPECTED) }),
       /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(ChecklistTable, { title: "Communication Effectiveness", rows: obsRecordToRows(obs.Communication_and_Soft_Skills, COMM_LABELS, COMM_EXPECTED) }),
       /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(ChecklistTable, { title: "Process & Workflow Adherence", rows: processWorkflowRows(obs.Process_and_Workflow_Adherence) }),
-      /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(ChecklistTable, { title: "Clinical Sensitivity & Patient Handling", rows: obsRecordToRows(obs.Empathy_and_Patient_Assurance, EMPATHY_LABELS, EMPATHY_EXPECTED) }),
+      /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(ChecklistTable, { title: "Empathy & Patient Assurance", rows: obsRecordToRows(obs.Empathy_and_Patient_Assurance, EMPATHY_LABELS, EMPATHY_EXPECTED) }),
       /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(ChecklistTable, { title: "Call Handling", rows: obsRecordToRows(obs.Call_Handling, CALL_HANDLING_LABELS, CALL_HANDLING_EXPECTED) }),
       /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(ChecklistTable, { title: "Call Closure & Customer Education", rows: obsRecordToRows(obs.Call_Closure_and_Customer_Education, CLOSURE_LABELS, CLOSURE_EXPECTED) })
     ] })
@@ -32123,7 +32125,7 @@ function RootCauseAnalysisTab({ data, primary }) {
       ] }) }) : /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.Box, { sx: { border: "1px solid", borderColor: "divider", borderRadius: "8px", px: "14px", py: "10px", backgroundColor: "background.paper" }, children: /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.Typography, { sx: { fontSize: "0.75rem", color: "text.secondary" }, children: "No significant root causes identified for this interaction." }) })
     ] }),
     (toStringArray(rec.Key_Strengths).length > 0 || toStringArray(rec.Improvement_Areas).length > 0) && /* @__PURE__ */ (0, import_jsx_runtime74.jsxs)(import_material18.Box, { children: [
-      /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(SectionTitle, { children: "Coaching & Development" }),
+      /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(SectionTitle, { children: "Auditor's Recommendation" }),
       /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.Box, { sx: { display: "flex", gap: 2, flexWrap: "wrap" }, children: [
         { title: "Key Strengths", items: toStringArray(rec.Key_Strengths), color: "#2e7d32" },
         { title: "Improvement Areas", items: toStringArray(rec.Improvement_Areas), color: "#e65100" }
@@ -32314,7 +32316,7 @@ function AuditReportFullPage({ callUuid }) {
   const primary = theme.palette.primary.main;
   return /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(import_material18.Box, { sx: { height: "100vh", display: "flex", flexDirection: "column", overflow: "hidden", backgroundColor: "background.paper" }, children: /* @__PURE__ */ (0, import_jsx_runtime74.jsx)(AuditReportInner, { callUuid, active: true, primary }) });
 }
-var import_react30, import_react_dom2, import_material18, import_styles51, import_Close5, import_Launch, import_CheckCircleOutlined, import_HighlightOff, import_RemoveCircleOutlined, import_jsx_runtime74, STATUS_COLOUR, TH, TD, SCORECARD_PARAMS, OPENING_LABELS, OPENING_EXPECTED, VERIFICATION_LABELS, VERIFICATION_EXPECTED, COMM_LABELS, COMM_EXPECTED, EMPATHY_LABELS, EMPATHY_EXPECTED, CALL_HANDLING_LABELS, CALL_HANDLING_EXPECTED, CLOSURE_LABELS, CLOSURE_EXPECTED, CHECKLIST_COLS, STATIC_TABS, PRINT_ROOT_ID, PRINT_STYLES;
+var import_react30, import_react_dom2, import_material18, import_styles51, import_Close5, import_Launch, import_CheckCircleOutlined, import_HighlightOff, import_RemoveCircleOutlined, import_jsx_runtime74, STATUS_COLOUR, TH, TD, SCORECARD_PARAMS, OPENING_LABELS, OPENING_EXPECTED, VERIFICATION_LABELS, VERIFICATION_EXPECTED, COMM_LABELS, COMM_EXPECTED, EMPATHY_LABELS, EMPATHY_EXPECTED, CALL_HANDLING_LABELS, CALL_HANDLING_EXPECTED, CLOSURE_LABELS, CLOSURE_EXPECTED, EXCLUDED_KEYS, CHECKLIST_COLS, STATIC_TABS, PRINT_ROOT_ID, PRINT_STYLES;
 var init_AuditReport = __esm({
   "call-control-sdk/lib/pages/common/components/AuditReport.tsx"() {
     "use strict";
@@ -32360,22 +32362,23 @@ var init_AuditReport = __esm({
       { key: "Process_and_Workflow_Adherence", label: "Process & Workflow Adherence", defaultMax: 20 },
       { key: "Resolution_Accuracy", label: "Resolution Accuracy", defaultMax: 20 },
       { key: "Empathy_and_Patient_Assurance", label: "Empathy & Patient Assurance", defaultMax: 10 },
-      { key: "Call_Handling", label: "Call Handling & Probing", defaultMax: 5 },
+      { key: "Call_Handling", label: "Call Handling", defaultMax: 5 },
       { key: "CRM_Documentation_Alignment", label: "CRM Documentation Alignment", defaultMax: 5 },
       { key: "Closing_and_Customer_Education", label: "Closing & Customer Education", defaultMax: 5 }
     ];
     OPENING_LABELS = { Standard_Greeting_Used: "Standard Greeting Used", Hospital_Name_Mentioned: "Hospital Name Mentioned", Agent_Introduction_Provided: "Agent Introduction Provided", Professional_Tone_Maintained: "Professional Tone Maintained" };
     OPENING_EXPECTED = { Standard_Greeting_Used: "Agent must greet as per approved hospital script", Hospital_Name_Mentioned: "Mandatory hospital identification", Agent_Introduction_Provided: "Agent must introduce self", Professional_Tone_Maintained: "Warm and professional tone expected" };
-    VERIFICATION_LABELS = { Patient_Name_Captured: "Patient Name Captured", "Existing_New_Patient_Validation": "Existing/New Patient Validation", Registered_Mobile_Number_Verified: "Registered Mobile Number Verified", "Secondary_Authentication_DOB_UHID": "Secondary Authentication (DOB/UHID)", Patient_Data_Handling: "Patient Data Handling" };
-    VERIFICATION_EXPECTED = { Patient_Name_Captured: "Mandatory for identification", "Existing_New_Patient_Validation": "Required for workflow routing", Registered_Mobile_Number_Verified: "Mandatory authentication step", "Secondary_Authentication_DOB_UHID": "Recommended compliance practice", Patient_Data_Handling: "Confidential information to be handled securely" };
+    VERIFICATION_LABELS = { Patient_Name_Captured: "Patient Name Captured", "Existing_New_Patient_Validation": "Existing/New Patient Validation", Registered_Mobile_Number_Verified: "Registered Mobile Number Verified", "Secondary_Authentication_DOB_UHID": "Secondary Authentication (DOB/UHID)" };
+    VERIFICATION_EXPECTED = { Patient_Name_Captured: "Mandatory for identification", "Existing_New_Patient_Validation": "Required for workflow routing", Registered_Mobile_Number_Verified: "Mandatory authentication step", "Secondary_Authentication_DOB_UHID": "Recommended compliance practice" };
     COMM_LABELS = { Clarity_of_Speech: "Clarity of Speech", Active_Listening_Demonstrated: "Active Listening Demonstrated", Avoidance_of_Dead_Air: "Avoidance of Dead Air", Professional_Language_Usage: "Professional Language Usage", Empathy_Statements_Used: "Empathy Statements Used" };
     COMM_EXPECTED = { Clarity_of_Speech: "Clear and understandable communication", Active_Listening_Demonstrated: "Agent should acknowledge caller inputs", Avoidance_of_Dead_Air: "Minimal silence during call", Professional_Language_Usage: "No slang/rude language", Empathy_Statements_Used: "Emotional acknowledgement expected" };
     EMPATHY_LABELS = { Patient_Concern_Acknowledged: "Patient Concern Acknowledged", Empathy_Toward_Patient_Condition: "Empathy Toward Patient Condition", Severity_Red_Flag_Probing: "Severity/Red Flag Probing", Professional_Behaviour_Maintained: "Professional Behaviour Maintained" };
     EMPATHY_EXPECTED = { Patient_Concern_Acknowledged: "Agent should acknowledge caller concern", Empathy_Toward_Patient_Condition: "Empathetic reassurance expected", Severity_Red_Flag_Probing: "Escalation probing recommended where applicable", Professional_Behaviour_Maintained: "Calm and respectful handling required" };
     CALL_HANDLING_LABELS = { "Placing the Call on Hold": "Placing the Call on Hold", Resuming_After_Hold: "Resuming After Hold", Apologizing_for_Inconvenience: "Apologizing for Inconvenience", Offering_Further_Assistance: "Offering Further Assistance" };
     CALL_HANDLING_EXPECTED = { "Placing the Call on Hold": "Inform customer before placing on hold", Resuming_After_Hold: "Thank customer for holding", Apologizing_for_Inconvenience: "Apologize for any delays", Offering_Further_Assistance: "Ask if further help is needed" };
-    CLOSURE_LABELS = { Additional_Assistance_Offered: "Additional Assistance Offered", Professional_Closing_Provided: "Professional Closing Provided", "Wellness/Courtesy_Statement_Used": "Wellness/Courtesy Statement Used", Recontact_Information_Shared: "Recontact Information Shared" };
-    CLOSURE_EXPECTED = { Additional_Assistance_Offered: "Mandatory closure check", Professional_Closing_Provided: "Standard closure etiquette expected", "Wellness/Courtesy_Statement_Used": "Positive healthcare closure preferred", Recontact_Information_Shared: "Helpline/rebooking guidance recommended" };
+    CLOSURE_LABELS = { Additional_Assistance_Offered: "Additional Assistance Offered", Professional_Closing_Provided: "Professional Closing Provided", "Wellness/Courtesy_Statement_Used": "Wellness/Courtesy Statement Used" };
+    CLOSURE_EXPECTED = { Additional_Assistance_Offered: "Mandatory closure check", Professional_Closing_Provided: "Standard closure etiquette expected", "Wellness/Courtesy_Statement_Used": "Positive healthcare closure preferred" };
+    EXCLUDED_KEYS = /* @__PURE__ */ new Set(["Patient_Data_Handling", "Recontact_Information_Shared"]);
     CHECKLIST_COLS = [
       { key: "parameter", label: "Audit Parameter", minWidth: 180 },
       { key: "expectedStandard", label: "Expected Standard", minWidth: 200 },