# Default UI — Design (the operator console)

- **Status:** Design accepted (direction). **Not yet scheduled — a later-rung surface.**
- **Date:** 2026-06-29
- **Origin:** Visual brainstorming session (the deployability + default-UI thread of the 2026-06-29
  strategic review).
- **Related:** [ADR-0002](../../adr/0002-north-star-and-fused-core.md) (fused vertical + composable
  platform), [ADR-0006](../../adr/0006-ingress-posture.md) (WebRTC ingress / escalation UX),
  [ADR-0007](../../adr/0007-trunk-rented-transport.md) (rented trunk / Numbers config),
  [ADR-0008](../../adr/0008-fob-and-green-zone.md) (the UI is **green-zone**),
  [ARCHITECTURE.md](../../ARCHITECTURE.md) "DX spine" + "GUI & extension architecture",
  [PORT_PLAN.md](../../PORT_PLAN.md) §5 (contact-center domain).

---

## 0. Scope & sequencing — READ THIS FIRST (esp. agents)

**Do not implement this yet.** This is a **design record**, not an implementation plan. The UI is a
**later-rung surface** that lands *after* the spearhead (steps 1–6: media → tap → brain → barge-in →
rented-transport PSTN → spend cap) **and** the ACD/escalation rungs (capability ladder rungs 1–2). The
current build target is **slice-2 (the agent tap)**. An agent that proposes building the console now is
wrong — point it here, at this section.

When the UI *is* built, it gets its own slice spec + implementation plan at that time. This document
records *what* it should be and *why*, so those decisions don't get re-litigated.

This UI is also **not** the authoring surface for the technical builder. The builder authors flows in
**code + an AI pair** (config-as-text, git-versioned — ARCHITECTURE "DX spine"). This console is for the
**downstream non-technical operator**. There is **no drag-drop authoring canvas** (a deliberately-closed
decision — vision-revision §8). These two facts are load-bearing; do not blur them.

---

## 1. Principles (load-bearing)

1. **The GUI is a pure API client — green-zone, never an insider.** A separate application, outside the
   FOB trust boundary ([ADR-0008](../../adr/0008-fob-and-green-zone.md)). It holds **no privilege a third
   party couldn't get** from the public API. No backdoors, no coupling to internal config files
   (FreePBX's mistake). This guarantees API completeness — if the console can do it, the API can.
2. **Config-as-code is the single source of truth; the UI is a reconciled *view*.** The Kubernetes
   model (ARCHITECTURE "GUI & extension architecture"): declarative desired-state lives in git and is
   reconciled by the engine; the API/CLI/console are views over it. The operator edits in the console
   **or** the builder edits in git — same source of truth, reconciled. The console is the *dashboard*,
   never a side-channel.
3. **Operator persona, not builder.** See §0. The console serves the person running the contact center
   day-to-day, exactly as integrators built operator UIs on top of Asterisk.
4. **Ships in the batteries-included distro and the all-in-one image** (the reference GUI is bundled —
   "boom" includes a usable console). The ecosystem can build rival GUIs on the same public API.

---

## 2. Information architecture — the Ops Console shell

Chosen shell: **left nav + center panel + a persistent live rail.** Dense, single-screen; for an
operator who lives in it.

```
┌─────────────────────────────────────────────────────────────────────┐
│ rutster ▸ Acme Support                                    ◴ on shift  │  top bar (tenant, session)
├───────────┬─────────────────────────────────────────┬───────────────┤
│ Dashboard │                                         │  LIVE          │
│ Flows     │                                         │  12 active     │
│ Agents    │   main panel (selected section)         │  87% contained │
│ Numbers   │                                         │  $4.10/hr      │
│ Queues    │                                         │  ⚠ 1 escalation│
│ People    │                                         │                │  persistent
│ Recordings│                                         │  (always in    │  live rail
│ Settings  │                                         │   view)        │
└───────────┴─────────────────────────────────────────┴───────────────┘
   left nav              center panel                    live rail
```

- **Left nav** sections: Dashboard · Flows · Agents · Numbers · Queues · People · Recordings · Settings.
- **Live rail** (right, persistent): active calls, containment %, spend rate, escalation alerts. Fed by
  the live event stream (§7). Always visible regardless of the selected section.

---

## 3. Dashboards

Two dashboards. **Live Ops is the default landing**; **Quality is a sibling view** (a nav/tab sibling of
the dashboard, one click away). This maps the k8s split: Live Ops = live operational state, Quality = the
data-owned eval loop.

### 3.1 Live Ops (default)

Leads with **working the floor**:
- Compact KPI strip: containment · calls · AHT · spend · escalations (today).
- **Live calls table:** caller · flow · who (🤖 agent persona / queue / 🧑 human) · state · duration ·
  actions. Actions include **listen** and **take over** — the escalation gesture (capability **rung 2**),
  which joins a WebRTC leg via the audiohook/barge primitive ([ADR-0006](../../adr/0006-ingress-posture.md),
  PORT_PLAN §2 audiohook).

### 3.2 Quality (sibling)

Leads with **watching the AI**:
- **Containment trend** (today / 7d / 30d) on calls *you own*.
- **"Where AI handed off"** — escalation reasons ranked ("asked for refund" ×8, "couldn't find order"
  ×5, "wanted a human" ×4), each drilling into the calls/transcripts. This is the **data-owned failure
  signal** that feeds the self-improvement loop (capability **rungs 3→4**) — the differentiation, made
  visible. Beware the containment-vs-resolution metric trap: surface *resolution*, not just deflection.

---

## 4. Flows editor — the "call-flow builder"

The console's flagship surface, and the answer to "what is a call-flow builder in the AI era." It is a
**structured config editor**, not a drag-drop IVR canvas. A flow = what happens on an inbound call.

**Shape: master/detail editor + a generated, navigable preview map.**

```
┌─ Flows ▸ Acme Support ───────────────────────────────────────────────┐
│ PREVIEW — generated from config · click a node to edit               │
│  📞 Number → 🤖 Agent → ↗ Escalation? ─┬─ ✓ contained → 📝 Post-call  │  generated map
│                                        └─ ✗ stuck → 🧑 Queue → Human  │  (read-only, navigable)
├──────────────┬───────────────────────────────────────────────────────┤
│ STAGES       │  AGENT — selected                                      │
│ 📞 Inbound   │   persona [ Support Bot ▾ ]                            │  master / detail
│ 🤖 Agent ◂   │   knowledge base [ Acme Docs ▾ ]                       │  editor
│ 🕐 Hours     │   greeting [ "Hi, Acme support…" ]                     │
│ ↗ Escalation │   [ + tool ]  [ + guardrail ]                          │
│ 📝 Post-call │                                                        │
└──────────────┴───────────────────────────────────────────────────────┘
```

- **Master/detail:** the stage list (left) + the selected stage's structured form (right).
- **Generated preview map (top):** a horizontal pipeline **rendered *from* the config** — read-only and
  **navigable** (click a node → selects that stage below; edits regenerate the map). It is a *view*, not
  an authoring canvas. It earns its place by showing **branching** the linear stage-list flattens (the
  escalation split). Map and editor stay in sync; the config is the truth.
- **Flow spine (the stages):** `Inbound → Agent → Hours → Escalation → Post-call`, branching at
  escalation (`contained → Post-call` / `stuck → Queue → Human`).
- **Agent stage fields:** persona (ref) · knowledge base · greeting · tools · guardrails.

**Why this is "genuinely new design space, not dialplan 2.0":** the conversation half-dissolves into the
agent (the model improvises the dialogue), so what's left to author is the **routing / escalation /
business scaffolding around the agent** — which is mostly structured config, not a node graph.

---

## 5. The declarative flow schema (the source of truth the console edits)

The console reads/writes this through the public API; the builder edits the same files in git; the engine
reconciles. **Illustrative** (format — YAML/TOML/typed — is an open decision; it must be typed, validated,
and LSP-friendly per ARCHITECTURE "DX spine"):

```yaml
# flows/acme-support.yaml  — reconciled desired-state; console edits this via the API
flow: acme-support
inbound:
  numbers: ["+15550100", "+18005550111"]      # → Numbers section maps these (ADR-0007 rented transport)
agent:
  persona: support-bot                         # ref → agents/support-bot.yaml (reusable)
  knowledge_base: acme-docs
  greeting: "Hi, Acme support — how can I help?"
  tools: [order-lookup, refund-status]
  guardrails: [no-pii-readback, max-attempts-3]
hours:
  timezone: America/Los_Angeles
  open: { mon-fri: "09:00-17:00" }
  closed_action: voicemail
escalation:
  when: [ai_stuck, caller_requests_human, sentiment_negative]
  to: queue:support                            # → Queues / People (rung 2 takeover)
post_call:
  - transcript: { to: crm }
  - summary_email: { to: owner }
spend:
  cap_per_call_usd: 0.50                        # ENFORCED in-boundary (rutster-spend), not advisory
```

Agent personas (`agents/*.yaml`), knowledge-base refs, queues, and number inventory are separate
reusable objects referenced by flows. The preview map (§4) is generated from this structure.

---

## 6. Other sections (conventional — described, not mocked)

- **Agents** — reusable AI agent definitions (persona, KB, prompts, tools, guardrails) referenced by
  flows. The brain itself is green-zone/external; this configures *how* it's invoked.
- **Numbers** — phone-number inventory and number→flow mapping; rented-transport provider config
  ([ADR-0007](../../adr/0007-trunk-rented-transport.md): CPaaS keys / out-of-tree SBC endpoint).
- **Queues** — ACD config (skills, overflow, SLAs) — PORT_PLAN §5 domain core.
- **People** — human agents (skills, presence, state); the escalation targets for rung 2.
- **Recordings** — calls / transcripts / CDR; the drill-down target from Quality. Data the operator owns.
- **Settings** — trunk/rented-transport, spend caps, brain/tap config, tenancy, RBAC, secrets refs.

---

## 7. Architecture & data flow

- **Separate app, public API only.** The console talks to the rutster control API (REST/gRPC) for
  config CRUD and to the **event stream** (WebSocket/SSE) for live data (the rail + Live Ops). It never
  reaches into the FOB; it has no privileged channel ([ADR-0008](../../adr/0008-fob-and-green-zone.md)).
- **Config writes go through the reconcile path**, not direct mutation — the console PUTs desired-state;
  the engine reconciles (k8s model). Concurrent git edits and console edits converge on the same store.
- **The preview map is generated client-side from the fetched flow config** — no separate "map" data
  model; the config *is* the model.
- **Live data** (rail, live-calls table, containment) rides the event stream off Valkey
  ([ADR-0005](../../adr/0005-event-bus.md)) — never the 20 ms media loop.
- **Auth:** SSO + RBAC + per-tenant scoping (this is legitimate server *ingress* —
  [ADR-0006](../../adr/0006-ingress-posture.md) "tap ≠ ingress"). Multi-tenant isolation is enforced
  server-side; the console is just a scoped client.

---

## 8. Scope when built — v1 vs. later

**v1 (when scheduled):** the Ops Console shell; Live Ops dashboard; Flows editor (master/detail + preview
map) over the flow schema; Numbers, Agents, Settings enough to stand up a flow. Read-only Recordings.

**Later:** Quality dashboard depth (trend analytics, eval-set export — rung 3→4); rich Queues/People
management; rival-GUI ecosystem docs; theming.

**Non-goals (ratified, do not add):** a drag-drop authoring canvas; the builder's authoring surface (that
is code+AI); any privileged/backdoor channel; coupling to internal config-file formats.

---

## 9. Open decisions

- **Flow config format** — YAML vs TOML vs a typed schema with generated bindings (must be LSP-friendly).
- **Map rendering** — depth of branching shown; how sub-flows / shared fragments render.
- **Quality metrics** — exact containment/resolution definitions (avoid the deflection-gaming trap).
- **Live transport** — WebSocket vs SSE for the event stream to the console.
- **Framework** — out of scope here; an implementation-time decision for the future slice spec.
