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+# Phase 5: Analytics Enhancement — Design Document
+
+> **Date:** 2026-03-19
+> **Status:** Approved
+> **Audience:** Team leads (primary), individual engineers (secondary)
+> **Future note:** A dedicated `/insights` dashboard is planned for a later phase — keep analytics queries modular for reuse.
+
+---
+
+## Overview
+
+Extend the existing FlowPilot Analytics page with tabbed sections for coverage analysis, flow quality scoring, and PSA metrics. This completes the pivot architecture's Phase 5 ("Analytics + Polish") and provides the data team leads need to justify ROI and identify knowledge gaps.
+
+## Page Structure
+
+Add 4 tab sections to `FlowPilotAnalyticsPage`. Each tab fetches data lazily (only when selected).
+
+| Tab | Content | Data Source |
+|-----|---------|-------------|
+| **Overview** | Existing metrics (sessions, resolution rate, MTTR, rating, confidence tiers, domain breakdown) | Existing `GET /analytics/flowpilot` |
+| **Coverage** | Domain grid heatmap, domain-to-flow mapping, knowledge gap summary | New `GET /analytics/flowpilot/coverage` |
+| **Flow Quality** | Flow scoring table, top/bottom performers, needs-attention badges | New `GET /analytics/flowpilot/flow-quality` |
+| **PSA** | Time entries, hours tracked, push success funnel, trend chart | Extended existing endpoint + new tracking |
+
+---
+
+## Backend
+
+### New Endpoint: Coverage Data
+
+`GET /analytics/flowpilot/coverage?period=7d|30d|90d`
+
+Response:
+```json
+{
+  "domains": [
+    {
+      "domain": "Active Directory",
+      "flow_count": 12,
+      "session_count": 87,
+      "resolution_rate": 0.92,
+      "escalation_rate": 0.05,
+      "guided_rate": 0.78,
+      "avg_resolution_minutes": 12.5
+    }
+  ],
+  "unmapped_session_count": 15,
+  "total_domains": 8
+}
+```
+
+Domain-to-flow mapping: match flows to domains via their category (categories already exist on trees). Sessions have `problem_domain`. Cross-reference to compute coverage per domain.
+
+### New Endpoint: Flow Quality Data
+
+`GET /analytics/flowpilot/flow-quality?period=7d|30d|90d&sort=quality|usage|success_rate`
+
+Response:
+```json
+{
+  "flows": [
+    {
+      "flow_id": "uuid",
+      "name": "AD Password Reset",
+      "usage_count": 45,
+      "success_rate": 0.91,
+      "last_matched_at": "2026-03-18T...",
+      "avg_confidence": 0.82,
+      "quality_score": 0.87
+    }
+  ],
+  "top_performers": [...],
+  "needs_attention": [...]
+}
+```
+
+Quality score formula: `(success_rate * 0.5) + (guided_rate * 0.3) + (recency_score * 0.2)` where recency_score decays from 1.0 (used today) to 0.0 (not used in 90+ days).
+
+### Flow Model Additions
+
+Add to `trees` table:
+- `usage_count` (Integer, default 0) — incremented when a session matches this flow
+- `success_rate` (Float, nullable) — recalculated periodically by analytics query
+- `last_matched_at` (DateTime(timezone=True), nullable) — updated on flow match
+
+### PSA Activity Tracking
+
+Add `psa_activity_log` table:
+- `id` (UUID PK)
+- `account_id` (UUID FK)
+- `session_id` (UUID FK, nullable)
+- `activity_type` (String) — "time_entry_posted", "note_posted", "status_updated"
+- `hours_logged` (Float, nullable) — for time entries
+- `psa_ticket_id` (String)
+- `created_at` (DateTime)
+
+Wire into the ConnectWise provider: when a time entry or note is successfully pushed, log to this table.
+
+Extended PSA analytics response:
+```json
+{
+  "total_time_entries": 142,
+  "total_hours_logged": 356.5,
+  "avg_hours_per_session": 2.51,
+  "push_funnel": {
+    "total_sessions": 500,
+    "linked_to_ticket": 380,
+    "doc_pushed": 350,
+    "time_entry_logged": 142
+  },
+  "daily_trend": [
+    {"date": "2026-03-18", "entries": 8, "hours": 19.5}
+  ]
+}
+```
+
+---
+
+## Frontend
+
+### Coverage Tab — Domain Grid Heatmap
+
+A table with colored cells:
+
+| Domain | Flows | Sessions | Resolution % | Escalation % | Guided % |
+|--------|-------|----------|-------------|-------------|---------|
+| Active Directory | 12 | 87 | 92% (green) | 5% (green) | 78% (green) |
+| Microsoft 365 | 3 | 45 | 58% (red) | 32% (red) | 28% (red) |
+
+Cell coloring:
+- Resolution rate: `bg-emerald-400/10` (>75%), `bg-amber-400/10` (50-75%), `bg-rose-500/10` (<50%)
+- Escalation rate: green (<10%), amber (10-25%), red (>25%)
+- Guided rate: green (>60%), amber (30-60%), red (<30%)
+- Flow count: green (5+), amber (1-4), red (0)
+
+Domains with red cells show "Create Flow" suggestion.
+
+### Flow Quality Tab — Sortable Table
+
+`.glass-card-static` table:
+- Columns: Flow Name, Usage, Success Rate, Last Used, Avg Confidence, Quality Score
+- Top 5 highlighted in emerald, bottom 5 in rose
+- "Needs attention" badge: success_rate < 50% or unused 30+ days
+- Click flow name → navigate to editor
+
+### PSA Tab
+
+- Metric cards: total entries, total hours, avg hours/session
+- Push success funnel: horizontal funnel visualization with conversion rates
+- Trend chart (Recharts area chart): daily time entries and hours
+
+---
+
+## Testing
+
+Backend:
+- Coverage endpoint returns correct domain mapping
+- Flow quality scoring formula produces expected results
+- PSA activity logging works on push
+- All endpoints team_admin gated
+
+Frontend:
+- Tab switching loads correct data
+- Heatmap cells colored correctly
+- Flow quality table sorts correctly
+- PSA funnel displays conversion rates