# Test Plan
Generated by /plan-eng-review on 2026-04-27
Branch: main
Repo: chihlasm/resolutionflow

## Affected Pages/Routes

- `/escalations` ([EscalationQueuePage.tsx](frontend/src/pages/EscalationQueuePage.tsx)) — senior-tech inbox view; verify queue list, real-time arrival, click-through
- `/pilot/:session_id` (FlowPilotSessionPage) — verify post-claim load shows full escalation context (snapshot, ai_assessment, escalation_package)
- `GET /api/v1/analytics/escalation-metrics` (NEW) — verify hero metric calculation, account-scoping, role gate

## Key Interactions to Verify

- Junior tech clicks **Escalate** in active FlowPilot session → handoff is created → notification fires → senior sees escalation in queue within 30 seconds
- Senior tech clicks **Claim** in queue → session reactivates → senior is redirected into FlowPilot session view → ai_assessment + snapshot are visible
- Senior types first message in chat after claim → metric query starts attributing time-to-first-action
- MSP owner opens analytics page → "minutes recovered per escalation" widget shows current month's rolling average

## Edge Cases

- **Two seniors race to claim** the same handoff → one wins, the other gets a "Already claimed by [name]" message
- **Senior is offline** when escalation fires → email arrives via existing `EmailService.send_notification_email`
- **WebSocket disconnects mid-session** → frontend reconnects; missed events backfilled by re-fetching the queue
- **Notification dispatch raises** (SMTP down, WebSocket fanout fails) → handoff is still created (graceful degradation)
- **Senior takes non-chat action first** (e.g., posts directly to PSA) → metric falls back to PSA writeback timestamp or remains null; doc the chosen behavior
- **Account-scoped multi-tenancy** → senior at MSP A cannot see escalations from MSP B (Phase 4 RLS)
- **Role gate on metric endpoint** → only `engineer_or_admin` can hit `/escalation-metrics`

## Critical Paths

1. **Magic-moment demo flow** (the entire Loom): junior escalate → senior notification → senior claim → session view → first action recorded → metric updates
2. **Email fallback** when senior is offline — must not silently drop
3. **Regression: handoff creation succeeds even if notification dispatch raises** — graceful degradation is mandatory