# Supreme Collect Final CRM Handoff For Ivan

Date: 2026-05-17  
Audience: Ivan, Jason, Natalie, Paris, Claudia  
Status: Final developer-ready markup handoff for the CRM phase

## 1. Product Definition

Supreme Collect is not a static dashboard. It is a collections operating system with a live analytics layer, an embedded AI operations agent, and a full agent workflow surface.

The product must cover:

- agent desk work
- dialer and phone workflow
- SMS campaigns
- email campaigns
- right-party contact analytics
- point-caller to senior-agent handoff analytics
- payment portal and settlement/payment-plan flows
- file ingestion, file mapping, and placement updates
- training, payroll, time clock, and permissions
- internal communication and manager oversight

Evolution is the reference workflow. Supreme Collect is the replacement.

## 2. Core Product Posture

- Keep the CRM clean and user-friendly.
- Do not put every function on the first screen.
- Use primary navigation for major areas and secondary tabs inside each area.
- Keep a persistent call dock and a persistent AI guidance rail.
- Default to role-aware views so owners, managers, seniors, point callers, and support staff do not see the same clutter.
- Treat analytics as a live operating layer, not a report graveyard.

## 3. Primary Navigation

The final CRM should use a small number of top-level areas:

1. Home
2. Agent Desk
3. Accounts
4. Queues
5. Placements
6. Campaigns
7. Payments
8. Analytics
9. Reports
10. Team
11. Admin
12. Paris AI

Each top-level area should open a secondary tab set. Example:

- `Campaigns`
  - SMS
  - Email
  - Voicemail
  - Dialer
  - Portal links
  - Templates
  - Audience builder

- `Analytics`
  - Executive
  - Agent production
  - RPC
  - Payments
  - Campaign conversion
  - File intake
  - Time clock / idle
  - QA / compliance

- `Admin`
  - Users
  - Groups
  - Permissions
  - Branches
  - Processors
  - Integration lanes
  - IP access
  - Status rules
  - Rules engine

## 4. Screens That Must Exist

### Home

- daily command center
- source-health cards
- queue pressure
- urgent compliance / payment / portal alerts
- Paris AI recommendations
- quick links to dialer, campaigns, imports, and approvals

### Agent Desk

- assigned queues
- current account
- contact history
- call controls
- disposition
- right-party contact logging
- secure payment link send
- callback / promise / transfer actions
- compliance warnings

### Accounts

- account overview
- consumer details
- balances
- statuses
- payments
- portal activity
- offers
- plans
- notes
- files
- letters / documents

### Placements

- client -> placement -> portfolio -> account drill-down
- upload placement
- update accounts
- import staging
- file mapper
- rejects / duplicate review

### Campaigns

- voice broadcast
- predictive / preview / manual / power dialer
- voicemail drops
- SMS blast
- email blast
- portal campaigns
- callback campaigns
- live-agent transfer routes

### Payments

- payment workspace
- payment portal links
- settlement rules
- payment-plan rules
- merchant center
- decline recovery
- morning 7:00 AM payment run queue

### Analytics

- daily
- weekly
- monthly
- source-separated call counts
- RPC analytics
- green / red money
- payment conversion
- transfer conversion
- campaign conversion
- idle time and clock variance

### Team

- Supreme Clock
- onboarding
- training
- payroll
- agent setup
- monitoring / live floor
- internal chat and task threads

### Admin

- users
- groups
- exact manual permissions
- branch controls
- allowed login hours
- IP allowlist
- payment settings
- email settings
- messaging settings
- action codes
- statuses
- rules engine

## 5. Collections Analytics Requirements

The CRM must carry the collections analytics Jason uses today. These are not optional.

### Call Analytics

Important: use `call count`, not `car count`, for collections reporting.

Track separately:

- Evolution call counts
- RingCentral call counts
- dialer call counts
- combined labeled totals

Keep sources separate unless the view explicitly shows a combined total with caveats.

### RPC Analytics

Track:

- point-caller RPC count
- point-caller RPC rate
- senior-agent RPC received count
- senior-agent payment close count
- RPC-to-payment conversion
- point-caller to senior-agent handoff chain

Required ranking views:

- top point callers by RPC
- top seniors by RPC closed to payment
- weak lanes where RPC is high but payment close is low
- weak lanes where call volume is high but RPC is low

### Green / Red Money

Track by:

- day
- week
- month
- agent
- team
- branch
- client
- placement

Required views:

- green money by agent
- red money by agent
- total green money
- total red money
- pending for month
- posted for month

### Agent Production

Track:

- daily production
- weekly production
- monthly production
- productive production score
- calls
- RPCs
- transfers
- payments
- liquidation
- commission events

### Idle Time

Track:

- live idle status
- idle periods over 10 minutes
- end-of-day idle total
- end-of-week idle total
- idle against clocked-in time
- idle against production output

### Campaign Analytics

Track by SMS, email, voicemail, portal, and dialer:

- sends
- deliveries
- replies
- opens / clicks where available
- opt-outs
- portal starts
- portal payments
- callback requests
- live-agent requests
- payment conversion

### File / Data Intake Analytics

Track:

- file uploaded
- source vendor
- mapping confidence
- required-field failures
- duplicate count
- accepted rows
- rejected rows
- approved import user
- downstream production result

## 6. Required External Lanes

Every external source must be treated as an integration lane with staged imports first and normalized tables second.

- Evolution
- RingCentral
- JotForm
- Microsoft Teams
- Supreme Clock / OnTheClock
- Authorize.Net
- SendGrid
- SMS provider lane

If a source has no safe API path, the fallback is:

- controlled CSV/XLSX import
- manual guided workflow
- or native Supreme Collect replacement

## 7. Embedded AI Agent

Paris AI must live inside the CRM as a visible assistant, not as a hidden backend note.

Paris AI responsibilities:

- explain reports
- summarize queue pressure
- flag weak agent lanes
- detect high-RPC / low-payment gaps
- detect high-idle / low-output lanes
- recommend campaign changes
- map uploaded files to canonical schema
- surface next-best actions
- route managers to problem areas

Paris AI must not:

- contact consumers automatically
- alter payroll automatically
- alter payment rules automatically
- send campaigns automatically
- change account data without approval

## 8. Role Views

### Owner / Admin

- full executive, analytics, payments, payroll, settings, and audit access

### Manager / Supervisor

- floor monitor, team analytics, approvals, queues, campaigns, QA, payroll review

### Senior Agent

- receive RPC transfers, take payments, settlements, plans, callback handling

### Point Caller

- queue work, calls, RPC logging, transfer creation, callback scheduling

### Support / Data / QA

- imports, file mapper, account updates, training, compliance review, reports

## 9. Data Objects Ivan Needs To Build Around

- tenant / branch / group / permission
- user / agent / supervisor
- client / placement / portfolio / account
- call / RPC / transfer
- payment / scheduled payment / payment profile / payment link
- promise to pay / settlement offer / payment plan
- campaign / campaign step / template
- SMS / email / voicemail / portal event
- file map / import staging row / update request
- time clock event / idle event / payroll run / commission event
- training module / quiz / completion record
- audit event / compliance event / AI recommendation

## 10. Build Guidance

- backend auth and RBAC only
- tenant-scoped data model
- staged imports, never overwrite raw source files
- append-only audit for money, compliance, and settings changes
- persistent call dock
- nested tabs, not crowded first screens
- mobile-friendly but desktop-first operator UX
- clean visual hierarchy with dense information where needed

## 11. Delivery Boundary For Tonight

Ivan’s handoff package should include:

1. this final CRM brief
2. the Evolution workflow map
3. the dropdown feature matrix
4. the starter spec
5. the UI mock snapshot

This package is sufficient to start a serious build without losing Jason’s product intent.

## 12. Truth Constraints

- The current live analytics board is still using seeded sample rows, not live JotForm / RingCentral / Teams / OnTheClock data.
- The CRM handoff is based on the captured Evolution discovery, the starter spec, and the Supreme Collect build notes already in this workspace.
- Do not present live source integrations as completed when they are not.

## 13. Files In This Handoff

- `output/supreme-collect/ivan-final-crm-handoff-2026-05-17.md`
- `output/supreme-collect/ivan-final-crm-mock-2026-05-17.html`
- `output/evolution-discovery/2026-05-07/evolution-to-supreme-collect-blueprint.md`
- `output/evolution-discovery/2026-05-11/evolution-tab-inventory-first-pass.md`
- `output/supreme-collect/evolution-dropdown-feature-matrix-2026-05-13.md`
- `dashboard-sources/group-package/unpacked/claudia-dashboard-crm-source/crm-starter-spec.md`