
import React, { useState, useRef, useEffect } from 'react';
import { Ticket, KBArticle, Agent, TicketStatus, TicketPriority, SurveyResult, AppSettings, ClientUser, TicketQueue, EmailTemplate, EmailTrigger, EmailAudience, AgentAvatarConfig, AgentRole, AiProvider } from '../types';
import { generateNewKBArticle } from '../services/geminiService';
import { ToastType } from './Toast';
import { 
  LayoutDashboard, 
  BookOpen, 
  Users, 
  Sparkles, 
  CheckCircle, 
  Clock, 
  Edit3, 
  Plus, 
  ExternalLink,
  FileText,
  BarChart3,
  TrendingUp,
  MessageCircle,
  Star,
  Settings,
  Trash2,
  Mail,
  Palette,
  Shield,
  Save,
  LogOut,
  Paperclip,
  Layers,
  X,
  Camera,
  Move,
  Check,
  Zap,
  Copy,
  Activity,
  UserPlus,
  Loader2,
  Lock,
  Cpu,
  AlertTriangle,
  RotateCcw,
  Bot,
  Key
} from 'lucide-react';

interface AgentDashboardProps {
  currentUser: Agent;
  tickets: Ticket[];
  articles: KBArticle[];
  agents: Agent[];
  queues: TicketQueue[];
  surveys?: SurveyResult[];
  clientUsers: ClientUser[];
  settings: AppSettings;
  updateTicketStatus: (id: string, status: TicketStatus) => void;
  updateTicketAgent: (id: string, agentId: string) => void;
  addArticle: (article: KBArticle) => void;
  updateArticle: (article: KBArticle) => void;
  addAgent: (agent: Agent) => void;
  updateAgent: (agent: Agent) => void;
  removeAgent: (id: string) => void;
  addClientUser: (user: ClientUser) => void;
  updateClientUser: (user: ClientUser) => void;
  removeClientUser: (id: string) => void;
  updateSettings: (settings: AppSettings) => void;
  addQueue: (queue: TicketQueue) => void;
  removeQueue: (id: string) => void;
  onLogout: () => void;
  showToast: (message: string, type: ToastType) => void;
}

// --- SUB-COMPONENT: Avatar Editor ---
interface AvatarEditorProps {
  initialImage: string;
  initialConfig?: AgentAvatarConfig;
  onSave: (image: string, config: AgentAvatarConfig) => void;
}

const AvatarEditor: React.FC<AvatarEditorProps> = ({ initialImage, initialConfig, onSave }) => {
  const [image, setImage] = useState(initialImage);
  const [config, setConfig] = useState<AgentAvatarConfig>(initialConfig || { x: 50, y: 50, scale: 1 });
  const [isDragging, setIsDragging] = useState(false);
  const dragStart = useRef<{x: number, y: number}>({ x: 0, y: 0 });
  
  // Update local state when props change (for editing)
  useEffect(() => {
    setImage(initialImage);
    if(initialConfig) setConfig(initialConfig);
  }, [initialImage, initialConfig]);

  const handleFileChange = (e: React.ChangeEvent<HTMLInputElement>) => {
    if (e.target.files && e.target.files[0]) {
      const url = URL.createObjectURL(e.target.files[0]);
      setImage(url);
      setConfig({ x: 50, y: 50, scale: 1 }); // Reset config for new image
    }
  };

  const handleMouseDown = (e: React.MouseEvent) => {
    setIsDragging(true);
    dragStart.current = { x: e.clientX, y: e.clientY };
  };

  const handleMouseMove = (e: React.MouseEvent) => {
    if (!isDragging) return;
    const deltaX = (e.clientX - dragStart.current.x) * 0.5; // Sensitivity
    const deltaY = (e.clientY - dragStart.current.y) * 0.5;
    
    setConfig(prev => ({
      ...prev,
      x: Math.min(100, Math.max(0, prev.x - deltaX * 0.2)), // Invert direction for natural feel or keep normal
      y: Math.min(100, Math.max(0, prev.y - deltaY * 0.2))
    }));
    
    dragStart.current = { x: e.clientX, y: e.clientY };
  };

  const handleMouseUp = () => setIsDragging(false);

  return (
    <div className="flex flex-col items-center p-4 bg-gray-50 rounded-lg border border-dashed border-gray-300">
       <div 
        className="w-32 h-32 rounded-full overflow-hidden border-4 border-white shadow-lg cursor-move relative bg-gray-200 mb-4"
        onMouseDown={handleMouseDown}
        onMouseMove={handleMouseMove}
        onMouseUp={handleMouseUp}
        onMouseLeave={handleMouseUp}
       >
         {image ? (
           <img 
            src={image} 
            alt="Avatar" 
            className="w-full h-full object-cover"
            style={{
              objectPosition: `${config.x}% ${config.y}%`,
              transform: `scale(${config.scale})`
            }}
            draggable={false}
           />
         ) : (
            <div className="flex items-center justify-center h-full text-gray-400"><Users className="w-8 h-8" /></div>
         )}
         <div className="absolute inset-0 bg-black bg-opacity-0 hover:bg-opacity-10 transition pointer-events-none flex items-center justify-center">
            <Move className="text-white opacity-0 hover:opacity-100 drop-shadow-md" />
         </div>
       </div>

       <div className="w-full space-y-3">
         <div className="flex justify-center">
            <label className="cursor-pointer bg-white border border-gray-300 px-3 py-1.5 rounded-md text-sm font-medium hover:bg-gray-50 flex items-center">
              <Camera className="w-4 h-4 mr-2 text-gray-500" />
              Carica Foto
              <input type="file" className="hidden" accept="image/*" onChange={handleFileChange} />
            </label>
         </div>
         
         {image && (
           <div className="flex items-center space-x-2">
             <span className="text-xs text-gray-500">Zoom</span>
             <input 
              type="range" 
              min="1" 
              max="3" 
              step="0.1" 
              value={config.scale}
              onChange={(e) => setConfig({...config, scale: parseFloat(e.target.value)})}
              className="flex-1 h-1 bg-gray-300 rounded-lg appearance-none cursor-pointer"
             />
           </div>
         )}
         
         <p className="text-[10px] text-gray-400 text-center">Trascina l'immagine per centrarla</p>

         <button 
           type="button" // Prevent form submission
           onClick={() => onSave(image, config)}
           className="w-full bg-blue-600 text-white py-1.5 rounded text-sm font-bold hover:bg-blue-700"
         >
           Conferma Avatar
         </button>
       </div>
    </div>
  );
};

// --- MAIN COMPONENT ---
export const AgentDashboard: React.FC<AgentDashboardProps> = ({
  currentUser,
  tickets,
  articles,
  agents,
  queues,
  surveys = [],
  clientUsers,
  settings,
  updateTicketStatus,
  updateTicketAgent,
  addArticle,
  updateArticle,
  addAgent,
  updateAgent,
  removeAgent,
  addClientUser,
  updateClientUser,
  removeClientUser,
  updateSettings,
  addQueue,
  removeQueue,
  onLogout,
  showToast
}) => {
  const [view, setView] = useState<'tickets' | 'kb' | 'ai' | 'analytics' | 'settings'>('tickets');
  const [selectedTicketId, setSelectedTicketId] = useState<string | null>(null);
  
  // ROLE BASED PERMISSIONS
  const canManageGlobalSettings = currentUser.role === 'superadmin';
  const canManageTeam = currentUser.role === 'superadmin' || currentUser.role === 'supervisor';
  const canAccessSettings = canManageTeam || canManageGlobalSettings;

  // Initialize correct tab based on permissions
  const [settingsTab, setSettingsTab] = useState<'general' | 'system' | 'ai' | 'users' | 'agents' | 'queues' | 'email'>('users');
  const [isSaving, setIsSaving] = useState(false);
  
  useEffect(() => {
    if (view === 'settings') {
        if (canManageGlobalSettings) setSettingsTab('system'); // Default to system for superadmin
        else if (canManageTeam) setSettingsTab('users');
    }
  }, [view, canManageGlobalSettings, canManageTeam]);


  // KB Editor State
  const [isEditingKB, setIsEditingKB] = useState(false);
  const [newArticle, setNewArticle] = useState<Partial<KBArticle>>({ type: 'article', category: 'General' });
  const [isFetchingUrl, setIsFetchingUrl] = useState(false);

  // AI State
  const [isAiAnalyzing, setIsAiAnalyzing] = useState(false);
  const [aiSuggestion, setAiSuggestion] = useState<{ title: string; content: string; category: string } | null>(null);

  // Forms State for Settings
  const [newAgentForm, setNewAgentForm] = useState<Partial<Agent>>({ name: '', email: '', password: '', skills: [], queues: [], role: 'agent', avatar: '', avatarConfig: {x: 50, y: 50, scale: 1} });
  const [editingAgent, setEditingAgent] = useState<Agent | null>(null); 
  
  const [newUserForm, setNewUserForm] = useState<Partial<ClientUser>>({ name: '', email: '', status: 'active', company: '' });
  const [editingUser, setEditingUser] = useState<ClientUser | null>(null);

  const [newQueueForm, setNewQueueForm] = useState<Partial<TicketQueue>>({ name: '', description: '' });
  const [tempSettings, setTempSettings] = useState<AppSettings>(settings);

  // Email Template Editor State
  const [editingTemplate, setEditingTemplate] = useState<EmailTemplate | null>(null);
  const [isTestingSmtp, setIsTestingSmtp] = useState(false);

  const selectedTicket = tickets.find(t => t.id === selectedTicketId);

  // Stats for Quotas
  const currentAgents = agents.filter(a => a.role === 'agent').length;
  const currentSupervisors = agents.filter(a => a.role === 'supervisor').length;
  const currentArticles = articles.length;
  const currentAiArticles = articles.filter(a => a.source === 'ai').length;

  const isKbFull = currentArticles >= settings.features.maxKbArticles;
  const isAgentQuotaFull = currentAgents >= settings.features.maxAgents;
  const isSupervisorQuotaFull = currentSupervisors >= settings.features.maxSupervisors;

  // Filter Agents for Assignment based on Role
  const getAssignableAgents = (ticketQueue: string) => {
    // Superadmin and Supervisor can assign to anyone
    if (canManageTeam) return agents;
    // Agents can only assign to agents in the same queue
    return agents.filter(a => a.queues.includes(ticketQueue));
  };


  // Helper function to fetch URL content via proxy
  const fetchUrlContent = async (url: string): Promise<string> => {
    const parseContent = (html: string) => {
      const parser = new DOMParser();
      const doc = parser.parseFromString(html, 'text/html');
      
      const scripts = doc.querySelectorAll('script, style, nav, footer, header, svg, noscript, iframe');
      scripts.forEach(node => node.remove());
      
      let text = doc.body?.textContent || "";
      text = text.replace(/\s+/g, ' ').trim();
      
      return text.substring(0, 5000); 
    };

    try {
      const res1 = await fetch(`https://api.allorigins.win/get?url=${encodeURIComponent(url)}`);
      if (res1.ok) {
        const data = await res1.json();
        if (data.contents) return parseContent(data.contents);
      }
    } catch (e) {
      console.warn("Primary scraping failed, trying fallback...");
    }

    try {
      const res2 = await fetch(`https://corsproxy.io/?${encodeURIComponent(url)}`);
      if (res2.ok) {
        const html = await res2.text();
        return parseContent(html);
      }
    } catch (e) {
      console.error("Scraping error:", e);
    }

    return "";
  };

  // Handlers
  const handleAiAnalysis = async () => {
    if (!settings.features.aiKnowledgeAgentEnabled) {
      showToast("L'Agente Knowledge AI è disabilitato dall'amministratore.", 'error');
      return;
    }
    if (currentAiArticles >= settings.features.maxAiGeneratedArticles) {
      showToast("Quota creazione articoli AI raggiunta. Impossibile generare nuovi suggerimenti.", 'error');
      return;
    }

    setIsAiAnalyzing(true);
    setAiSuggestion(null);
    const suggestion = await generateNewKBArticle(tickets, articles);
    setAiSuggestion(suggestion);
    setIsAiAnalyzing(false);
  };

  const saveAiArticle = () => {
    if (aiSuggestion) {
      addArticle({
        id: `kb-${Date.now()}`,
        title: aiSuggestion.title,
        content: aiSuggestion.content,
        category: aiSuggestion.category,
        type: 'article',
        source: 'ai',
        lastUpdated: new Date().toISOString().split('T')[0]
      });
      setAiSuggestion(null);
      setView('kb');
    }
  };

  const handleSaveArticle = async () => {
    if (newArticle.title && (newArticle.content || newArticle.url)) {
      let finalContent = newArticle.content || '';

      if (newArticle.type === 'url' && newArticle.url) {
        setIsFetchingUrl(true);
        const scrapedText = await fetchUrlContent(newArticle.url);
        setIsFetchingUrl(false);
        if (scrapedText) {
          finalContent = `[CONTENUTO PAGINA WEB SCARICATO]\n\n${scrapedText}\n\n[NOTE MANUALI]\n${newArticle.content || ''}`;
        } else {
          finalContent = newArticle.content || 'Contenuto non recuperabile automaticamente. Fare riferimento al link.';
        }
      }

      const articleToSave: KBArticle = {
        id: newArticle.id || `kb-${Date.now()}`,
        title: newArticle.title,
        content: finalContent,
        category: newArticle.category || 'General',
        type: newArticle.type || 'article',
        url: newArticle.url,
        source: newArticle.source || 'manual',
        lastUpdated: new Date().toISOString().split('T')[0]
      };

      if (newArticle.id) {
        updateArticle(articleToSave);
      } else {
        addArticle(articleToSave);
      }
      
      setIsEditingKB(false);
      setNewArticle({ type: 'article', category: 'General' });
    }
  };

  const handleAvatarSaved = (image: string, config: AgentAvatarConfig, isEditing: boolean) => {
    if (isEditing && editingAgent) {
      setEditingAgent({ ...editingAgent, avatar: image, avatarConfig: config });
    } else {
      setNewAgentForm({ ...newAgentForm, avatar: image, avatarConfig: config });
    }
  };

  const handleAddAgent = () => {
    if(newAgentForm.name && newAgentForm.email && newAgentForm.queues && newAgentForm.queues.length > 0) {
       addAgent({
         id: `a${Date.now()}`,
         name: newAgentForm.name,
         email: newAgentForm.email,
         password: newAgentForm.password || 'password', 
         role: newAgentForm.role || 'agent',
         avatar: newAgentForm.avatar || 'https://via.placeholder.com/200',
         avatarConfig: newAgentForm.avatarConfig,
         skills: newAgentForm.skills || ['General'],
         queues: newAgentForm.queues
       } as Agent);
       setNewAgentForm({ name: '', email: '', password: '', role: 'agent', skills: [], queues: [], avatar: '', avatarConfig: {x: 50, y: 50, scale: 1} });
    } else {
      showToast("Compila nome, email e seleziona almeno una coda.", 'error');
    }
  };

  const handleUpdateAgent = () => {
    if (editingAgent && newAgentForm.name && newAgentForm.email) {
      const updatedAgent: Agent = {
        ...editingAgent,
        name: newAgentForm.name!,
        email: newAgentForm.email!,
        password: newAgentForm.password || editingAgent.password,
        role: newAgentForm.role as AgentRole,
        avatar: newAgentForm.avatar || editingAgent.avatar,
        avatarConfig: newAgentForm.avatarConfig,
        queues: newAgentForm.queues || [],
        skills: newAgentForm.skills || []
      };
      
      updateAgent(updatedAgent);
      setEditingAgent(null);
      setNewAgentForm({ name: '', email: '', password: '', role: 'agent', skills: [], queues: [], avatar: '', avatarConfig: {x: 50, y: 50, scale: 1} });
    }
  };

  const handleEditAgentClick = (agent: Agent) => {
    setEditingAgent(agent);
    setNewAgentForm({
      name: agent.name,
      email: agent.email,
      password: agent.password,
      role: agent.role,
      avatar: agent.avatar,
      avatarConfig: agent.avatarConfig,
      skills: agent.skills,
      queues: agent.queues
    });
  };

  const cancelEditAgent = () => {
    setEditingAgent(null);
    setNewAgentForm({ name: '', email: '', password: '', role: 'agent', skills: [], queues: [], avatar: '', avatarConfig: {x: 50, y: 50, scale: 1} });
  };

  const toggleQueueInForm = (queueName: string, isEditing: boolean) => {
    const currentQueues = newAgentForm.queues || [];
    const newQueues = currentQueues.includes(queueName)
      ? currentQueues.filter(q => q !== queueName)
      : [...currentQueues, queueName];
    setNewAgentForm({ ...newAgentForm, queues: newQueues });
  };

  // --- USER MANAGEMENT HANDLERS ---
  const handleAddUser = () => {
    if(newUserForm.name && newUserForm.email) {
      addClientUser({
        id: `u${Date.now()}`,
        name: newUserForm.name,
        email: newUserForm.email,
        company: newUserForm.company,
        status: newUserForm.status || 'active',
        password: 'user' // Default password
      } as ClientUser);
      setNewUserForm({ name: '', email: '', status: 'active', company: '' });
    }
  };

  const handleUpdateUser = () => {
    if (editingUser && newUserForm.name && newUserForm.email) {
        updateClientUser({
            ...editingUser,
            name: newUserForm.name,
            email: newUserForm.email,
            company: newUserForm.company,
            status: newUserForm.status as 'active' | 'inactive'
        });
        setEditingUser(null);
        setNewUserForm({ name: '', email: '', status: 'active', company: '' });
    }
  };

  const handleEditUserClick = (user: ClientUser) => {
      setEditingUser(user);
      setNewUserForm({
          name: user.name,
          email: user.email,
          company: user.company,
          status: user.status
      });
  };

  const cancelEditUser = () => {
      setEditingUser(null);
      setNewUserForm({ name: '', email: '', status: 'active', company: '' });
  };

  const handleSendPasswordReset = (email: string) => {
      // Simulate sending email
      showToast(`Link di reset password inviato a ${email}`, 'success');
  };

  const handleAddQueue = () => {
    if (newQueueForm.name) {
      addQueue({
        id: `q-${Date.now()}`,
        name: newQueueForm.name,
        description: newQueueForm.description
      } as TicketQueue);
      setNewQueueForm({ name: '', description: '' });
    }
  };

  // Email & SMTP Handlers
  const handleTestSmtp = () => {
    setIsTestingSmtp(true);
    setTimeout(() => {
      setIsTestingSmtp(false);
      showToast(`Test Connessione SMTP Riuscito! Host: ${tempSettings.smtp.host}`, 'success');
    }, 1500);
  };

  const handleSaveTemplate = () => {
    if (editingTemplate) {
      let updatedTemplates = [...tempSettings.emailTemplates];
      if (editingTemplate.id === 'new') {
        updatedTemplates.push({ ...editingTemplate, id: `t${Date.now()}` });
      } else {
        updatedTemplates = updatedTemplates.map(t => t.id === editingTemplate.id ? editingTemplate : t);
      }
      setTempSettings({ ...tempSettings, emailTemplates: updatedTemplates });
      setEditingTemplate(null);
    }
  };

  const handleDeleteTemplate = (id: string) => {
    setTempSettings({ 
      ...tempSettings, 
      emailTemplates: tempSettings.emailTemplates.filter(t => t.id !== id) 
    });
  };

  const handleSaveSettings = () => {
    setIsSaving(true);
    // Simulate API call
    setTimeout(() => {
      updateSettings(tempSettings);
      setIsSaving(false);
      showToast("Impostazioni salvate con successo!", 'success');
    }, 800);
  };

  // Analytics Helpers
  const avgRating = surveys.length > 0 ? (surveys.reduce((acc, curr) => acc + curr.rating, 0) / surveys.length).toFixed(1) : 'N/A';
  const totalTickets = tickets.length;
  const resolvedTickets = tickets.filter(t => t.status === TicketStatus.RESOLVED).length;
  const resolutionRate = totalTickets > 0 ? ((resolvedTickets / totalTickets) * 100).toFixed(0) : 0;
  
  const techCount = tickets.filter(t => t.queue === 'Tech Support').length;
  const billingCount = tickets.filter(t => t.queue === 'Billing').length;
  const generalCount = tickets.filter(t => t.queue === 'General').length;
  const maxQueue = Math.max(techCount, billingCount, generalCount);

  // Template Variables Legend
  const getTemplateVariables = (trigger?: EmailTrigger) => {
    const common = ['{app_name}', '{ticket_id}', '{ticket_subject}', '{customer_name}', '{queue_name}'];
    if (trigger === EmailTrigger.STATUS_CHANGED) return [...common, '{status}', '{old_status}'];
    if (trigger === EmailTrigger.AGENT_ASSIGNED) return [...common, '{agent_name}', '{agent_email}'];
    if (trigger === EmailTrigger.SURVEY_REQUEST) return [...common, '{survey_link}'];
    if (trigger === EmailTrigger.NEW_REPLY) return [...common, '{last_message}', '{reply_link}'];
    return [...common, '{ticket_priority}', '{ticket_description}'];
  };

  return (
    <div className="flex h-screen bg-gray-100">
      {/* Sidebar */}
      <div className="w-64 bg-slate-900 text-white flex flex-col flex-shrink-0">
        <div className="p-6">
          <h2 className="text-2xl font-bold tracking-tight">{settings.branding.appName}</h2>
          <p className="text-slate-400 text-sm">{currentUser.role === 'superadmin' ? 'Super Admin' : currentUser.role === 'supervisor' ? 'Supervisor Workspace' : 'Agent Workspace'}</p>
        </div>
        <nav className="flex-1 px-4 space-y-2">
          <button 
            onClick={() => setView('tickets')} 
            className={`flex items-center w-full px-4 py-3 rounded-lg transition ${view === 'tickets' ? 'bg-brand-600 text-white' : 'text-slate-300 hover:bg-slate-800'}`}
            style={view === 'tickets' ? { backgroundColor: settings.branding.primaryColor } : {}}
          >
            <LayoutDashboard className="w-5 h-5 mr-3" />
            Ticket
          </button>
          <button 
            onClick={() => setView('kb')} 
            className={`flex items-center w-full px-4 py-3 rounded-lg transition ${view === 'kb' ? 'bg-brand-600 text-white' : 'text-slate-300 hover:bg-slate-800'}`}
            style={view === 'kb' ? { backgroundColor: settings.branding.primaryColor } : {}}
          >
            <BookOpen className="w-5 h-5 mr-3" />
            Knowledge Base
          </button>
          <button 
            onClick={() => setView('ai')} 
            className={`flex items-center w-full px-4 py-3 rounded-lg transition ${view === 'ai' ? 'bg-purple-600 text-white' : 'text-slate-300 hover:bg-slate-800'}`}
          >
            <Sparkles className="w-5 h-5 mr-3" />
            AI Knowledge Agent
          </button>
          <button 
            onClick={() => setView('analytics')} 
            className={`flex items-center w-full px-4 py-3 rounded-lg transition ${view === 'analytics' ? 'bg-indigo-600 text-white' : 'text-slate-300 hover:bg-slate-800'}`}
          >
            <BarChart3 className="w-5 h-5 mr-3" />
            Analytics
          </button>
          {canAccessSettings && (
            <button 
              onClick={() => setView('settings')} 
              className={`flex items-center w-full px-4 py-3 rounded-lg transition ${view === 'settings' ? 'bg-brand-600 text-white' : 'text-slate-300 hover:bg-slate-800'}`}
              style={view === 'settings' ? { backgroundColor: settings.branding.primaryColor } : {}}
            >
              <Settings className="w-5 h-5 mr-3" />
              Impostazioni
            </button>
          )}
        </nav>
        <div className="p-4 border-t border-slate-800">
          <div className="flex items-center justify-between">
            <div className="flex items-center">
               <div className="w-8 h-8 rounded-full overflow-hidden mr-3 bg-gray-600 border border-slate-600">
                 <img 
                  src={currentUser.avatar || 'https://via.placeholder.com/200'} 
                  alt={currentUser.name} 
                  className="w-full h-full object-cover" 
                  style={currentUser.avatarConfig ? {
                    objectPosition: `${currentUser.avatarConfig.x}% ${currentUser.avatarConfig.y}%`,
                    transform: `scale(${currentUser.avatarConfig.scale})`
                  } : {}}
                />
               </div>
              <div className="min-w-0">
                <p className="text-sm font-medium truncate">{currentUser.name}</p>
                <p className="text-xs text-slate-400 truncate w-24" title={currentUser.queues.join(', ')}>{currentUser.queues.join(', ')}</p>
              </div>
            </div>
            <button onClick={onLogout} className="text-slate-400 hover:text-white"><LogOut className="w-4 h-4" /></button>
          </div>
        </div>
      </div>

      {/* Main Content */}
      <div className="flex-1 overflow-auto p-8">
        
        {/* SETTINGS VIEW - PERMISSION GATED */}
        {view === 'settings' && canAccessSettings && (
          <div className="max-w-6xl mx-auto flex bg-white rounded-xl shadow-sm border border-gray-100 overflow-hidden min-h-[600px]">
            {/* Sidebar Settings Tabs */}
            <div className="w-64 bg-gray-50 border-r border-gray-200 flex flex-col flex-shrink-0">
               <div className="p-4 border-b border-gray-200">
                 <h3 className="font-bold text-gray-700">Impostazioni</h3>
               </div>
               <nav className="flex-1 p-2 space-y-1">
                 {canManageGlobalSettings && (
                   <>
                     <button onClick={() => setSettingsTab('system')} className={`w-full px-4 py-3 text-sm font-medium flex items-center rounded-lg transition-colors ${settingsTab === 'system' ? 'bg-white text-brand-600 shadow-sm' : 'text-gray-600 hover:bg-gray-100'}`}>
                       <Cpu className="w-4 h-4 mr-3" /> Sistema & Quote
                     </button>
                     <button onClick={() => setSettingsTab('general')} className={`w-full px-4 py-3 text-sm font-medium flex items-center rounded-lg transition-colors ${settingsTab === 'general' ? 'bg-white text-brand-600 shadow-sm' : 'text-gray-600 hover:bg-gray-100'}`}>
                       <Palette className="w-4 h-4 mr-3" /> Branding
                     </button>
                   </>
                 )}
                 {(canManageTeam) && (
                   <>
                     <button onClick={() => setSettingsTab('ai')} className={`w-full px-4 py-3 text-sm font-medium flex items-center rounded-lg transition-colors ${settingsTab === 'ai' ? 'bg-white text-brand-600 shadow-sm' : 'text-gray-600 hover:bg-gray-100'}`}>
                       <Bot className="w-4 h-4 mr-3" /> Configurazione AI
                     </button>
                     <button onClick={() => setSettingsTab('users')} className={`w-full px-4 py-3 text-sm font-medium flex items-center rounded-lg transition-colors ${settingsTab === 'users' ? 'bg-white text-brand-600 shadow-sm' : 'text-gray-600 hover:bg-gray-100'}`}>
                       <Users className="w-4 h-4 mr-3" /> Utenti Frontend
                     </button>
                     <button onClick={() => setSettingsTab('agents')} className={`w-full px-4 py-3 text-sm font-medium flex items-center rounded-lg transition-colors ${settingsTab === 'agents' ? 'bg-white text-brand-600 shadow-sm' : 'text-gray-600 hover:bg-gray-100'}`}>
                       <Shield className="w-4 h-4 mr-3" /> Agenti Reali
                     </button>
                     <button onClick={() => setSettingsTab('queues')} className={`w-full px-4 py-3 text-sm font-medium flex items-center rounded-lg transition-colors ${settingsTab === 'queues' ? 'bg-white text-brand-600 shadow-sm' : 'text-gray-600 hover:bg-gray-100'}`}>
                       <Layers className="w-4 h-4 mr-3" /> Gestione Code
                     </button>
                   </>
                 )}
                 {canManageGlobalSettings && (
                   <button onClick={() => setSettingsTab('email')} className={`w-full px-4 py-3 text-sm font-medium flex items-center rounded-lg transition-colors ${settingsTab === 'email' ? 'bg-white text-brand-600 shadow-sm' : 'text-gray-600 hover:bg-gray-100'}`}>
                     <Mail className="w-4 h-4 mr-3" /> Email & SMTP
                   </button>
                 )}
               </nav>
            </div>

            <div className="flex-1 p-8 overflow-y-auto">
              
              {/* SYSTEM TAB - SUPERADMIN ONLY */}
              {settingsTab === 'system' && canManageGlobalSettings && (
                <div className="space-y-8 animate-fade-in">
                  <h2 className="text-xl font-bold text-gray-800 mb-6">Limiti e Quote di Sistema</h2>
                  
                  <div className="bg-slate-50 p-6 rounded-xl border border-slate-200">
                    <h3 className="text-lg font-bold text-slate-800 mb-4 flex items-center">
                      <BookOpen className="w-5 h-5 mr-2 text-slate-600" />
                      Knowledge Base
                    </h3>
                    <div className="grid grid-cols-2 gap-6">
                      <div className="flex items-center justify-between p-4 bg-white rounded-lg border border-slate-200">
                        <div>
                          <p className="font-medium text-slate-700">Stato Modulo KB</p>
                          <p className="text-xs text-slate-500">Abilita o disabilita l'accesso alla KB</p>
                        </div>
                        <label className="relative inline-flex items-center cursor-pointer">
                          <input type="checkbox" className="sr-only peer" checked={tempSettings.features.kbEnabled} onChange={e => setTempSettings({...tempSettings, features: {...tempSettings.features, kbEnabled: e.target.checked}})} />
                          <div className="w-11 h-6 bg-gray-200 peer-focus:outline-none peer-focus:ring-4 peer-focus:ring-blue-300 rounded-full peer peer-checked:after:translate-x-full peer-checked:after:border-white after:content-[''] after:absolute after:top-[2px] after:left-[2px] after:bg-white after:border-gray-300 after:border after:rounded-full after:h-5 after:w-5 after:transition-all peer-checked:bg-blue-600"></div>
                        </label>
                      </div>
                      <div className="p-4 bg-white rounded-lg border border-slate-200">
                        <label className="block font-medium text-slate-700 mb-1">Max Articoli</label>
                        <input type="number" className="w-full border border-slate-300 rounded px-3 py-2 bg-white text-gray-900" value={tempSettings.features.maxKbArticles} onChange={e => setTempSettings({...tempSettings, features: {...tempSettings.features, maxKbArticles: parseInt(e.target.value)}})} />
                        <p className="text-xs text-slate-500 mt-1">Utilizzo corrente: {currentArticles}</p>
                      </div>
                    </div>
                  </div>

                  <div className="bg-slate-50 p-6 rounded-xl border border-slate-200">
                    <h3 className="text-lg font-bold text-slate-800 mb-4 flex items-center">
                      <Users className="w-5 h-5 mr-2 text-slate-600" />
                      Personale
                    </h3>
                    <div className="grid grid-cols-2 gap-6">
                      <div className="p-4 bg-white rounded-lg border border-slate-200">
                        <label className="block font-medium text-slate-700 mb-1">Max Supervisors</label>
                        <input type="number" className="w-full border border-slate-300 rounded px-3 py-2 bg-white text-gray-900" value={tempSettings.features.maxSupervisors} onChange={e => setTempSettings({...tempSettings, features: {...tempSettings.features, maxSupervisors: parseInt(e.target.value)}})} />
                        <p className="text-xs text-slate-500 mt-1">Utilizzo corrente: {currentSupervisors}</p>
                      </div>
                      <div className="p-4 bg-white rounded-lg border border-slate-200">
                        <label className="block font-medium text-slate-700 mb-1">Max Agenti</label>
                        <input type="number" className="w-full border border-slate-300 rounded px-3 py-2 bg-white text-gray-900" value={tempSettings.features.maxAgents} onChange={e => setTempSettings({...tempSettings, features: {...tempSettings.features, maxAgents: parseInt(e.target.value)}})} />
                        <p className="text-xs text-slate-500 mt-1">Utilizzo corrente: {currentAgents}</p>
                      </div>
                    </div>
                  </div>

                  <div className="bg-slate-50 p-6 rounded-xl border border-slate-200">
                    <h3 className="text-lg font-bold text-slate-800 mb-4 flex items-center">
                      <Sparkles className="w-5 h-5 mr-2 text-purple-600" />
                      AI Knowledge Agent
                    </h3>
                    <div className="grid grid-cols-2 gap-6">
                      <div className="flex items-center justify-between p-4 bg-white rounded-lg border border-slate-200">
                        <div>
                          <p className="font-medium text-slate-700">Stato Agente AI</p>
                          <p className="text-xs text-slate-500">Auto-generazione articoli da ticket</p>
                        </div>
                        <label className="relative inline-flex items-center cursor-pointer">
                          <input type="checkbox" className="sr-only peer" checked={tempSettings.features.aiKnowledgeAgentEnabled} onChange={e => setTempSettings({...tempSettings, features: {...tempSettings.features, aiKnowledgeAgentEnabled: e.target.checked}})} />
                          <div className="w-11 h-6 bg-gray-200 peer-focus:outline-none peer-focus:ring-4 peer-focus:ring-purple-300 rounded-full peer peer-checked:after:translate-x-full peer-checked:after:border-white after:content-[''] after:absolute after:top-[2px] after:left-[2px] after:bg-white after:border-gray-300 after:border after:rounded-full after:h-5 after:w-5 after:transition-all peer-checked:bg-purple-600"></div>
                        </label>
                      </div>
                      <div className="p-4 bg-white rounded-lg border border-slate-200">
                        <label className="block font-medium text-slate-700 mb-1">Quota Articoli AI</label>
                        <input type="number" className="w-full border border-slate-300 rounded px-3 py-2 bg-white text-gray-900" value={tempSettings.features.maxAiGeneratedArticles} onChange={e => setTempSettings({...tempSettings, features: {...tempSettings.features, maxAiGeneratedArticles: parseInt(e.target.value)}})} />
                        <p className="text-xs text-slate-500 mt-1">Generati finora: {currentAiArticles}</p>
                      </div>
                    </div>
                  </div>
                </div>
              )}

              {/* AI CONFIG TAB - NEW */}
              {settingsTab === 'ai' && canManageTeam && (
                <div className="space-y-6 max-w-2xl animate-fade-in">
                   <h2 className="text-xl font-bold text-gray-800 mb-6">Integrazione AI</h2>
                   <div className="bg-purple-50 p-4 rounded-lg border border-purple-100 mb-6 flex items-start">
                     <Bot className="w-6 h-6 text-purple-600 mr-3 mt-1" />
                     <div>
                       <h3 className="font-bold text-purple-900">Configurazione Provider AI</h3>
                       <p className="text-sm text-purple-700">Scegli il motore di intelligenza artificiale per l'assistente chat e l'analisi della KB. Puoi usare provider cloud o self-hosted.</p>
                     </div>
                   </div>

                   <div className="space-y-4">
                     <div>
                        <label className="block text-sm font-medium text-gray-700 mb-1">Provider AI</label>
                        <select 
                          className="w-full border border-gray-300 rounded-md px-3 py-2 bg-white text-gray-900"
                          value={tempSettings.aiConfig.provider}
                          onChange={(e) => setTempSettings({...tempSettings, aiConfig: {...tempSettings.aiConfig, provider: e.target.value as AiProvider}})}
                        >
                          <option value="gemini">Google Gemini</option>
                          <option value="openai">OpenAI (GPT-4/3.5)</option>
                          <option value="anthropic">Anthropic Claude</option>
                          <option value="deepseek">DeepSeek</option>
                          <option value="ollama">Ollama (Self-Hosted/Local)</option>
                          <option value="huggingface">HuggingFace (Free Tier)</option>
                        </select>
                     </div>

                     <div>
                        <label className="block text-sm font-medium text-gray-700 mb-1">
                          API Key
                          {tempSettings.aiConfig.provider === 'ollama' && <span className="text-gray-400 font-normal ml-2">(Opzionale per Ollama locale)</span>}
                        </label>
                        <input 
                          type="password" 
                          placeholder="sk-..."
                          className="w-full border border-gray-300 rounded-md px-3 py-2 bg-white text-gray-900"
                          value={tempSettings.aiConfig.apiKey}
                          onChange={(e) => setTempSettings({...tempSettings, aiConfig: {...tempSettings.aiConfig, apiKey: e.target.value}})}
                        />
                     </div>

                     <div className="grid grid-cols-2 gap-4">
                       <div>
                          <label className="block text-sm font-medium text-gray-700 mb-1">Modello</label>
                          <input 
                            type="text" 
                            placeholder={tempSettings.aiConfig.provider === 'gemini' ? "gemini-1.5-pro" : "gpt-4o"}
                            className="w-full border border-gray-300 rounded-md px-3 py-2 bg-white text-gray-900"
                            value={tempSettings.aiConfig.model}
                            onChange={(e) => setTempSettings({...tempSettings, aiConfig: {...tempSettings.aiConfig, model: e.target.value}})}
                          />
                       </div>
                       <div>
                          <label className="block text-sm font-medium text-gray-700 mb-1">
                             Base URL 
                             <span className="text-gray-400 font-normal ml-1 text-xs">
                               {(tempSettings.aiConfig.provider === 'ollama' || tempSettings.aiConfig.provider === 'openai') ? '(Richiesto per Custom/Ollama)' : '(Opzionale)'}
                             </span>
                          </label>
                          <input 
                            type="text" 
                            placeholder={tempSettings.aiConfig.provider === 'ollama' ? "http://localhost:11434" : "https://api.openai.com/v1"}
                            className="w-full border border-gray-300 rounded-md px-3 py-2 bg-white text-gray-900"
                            value={tempSettings.aiConfig.baseUrl || ''}
                            onChange={(e) => setTempSettings({...tempSettings, aiConfig: {...tempSettings.aiConfig, baseUrl: e.target.value}})}
                          />
                       </div>
                     </div>
                   </div>
                </div>
              )}

              {settingsTab === 'general' && canManageGlobalSettings && (
                <div className="space-y-6 max-w-lg">
                  <h2 className="text-xl font-bold text-gray-800 mb-6">Personalizzazione Branding</h2>
                  <div>
                    <label className="block text-sm font-medium text-gray-700 mb-1">Nome Applicazione</label>
                    <input 
                      type="text" 
                      className="w-full border border-gray-300 rounded-md px-3 py-2 bg-white text-gray-900"
                      value={tempSettings.branding.appName}
                      onChange={(e) => setTempSettings({...tempSettings, branding: {...tempSettings.branding, appName: e.target.value}})}
                    />
                  </div>
                  <div>
                    <label className="block text-sm font-medium text-gray-700 mb-1">Colore Primario</label>
                    <div className="flex items-center space-x-3">
                      <input 
                        type="color" 
                        className="h-10 w-20 border border-gray-300 rounded cursor-pointer bg-white"
                        value={tempSettings.branding.primaryColor}
                        onChange={(e) => setTempSettings({...tempSettings, branding: {...tempSettings.branding, primaryColor: e.target.value}})}
                      />
                      <span className="text-gray-500 text-sm">{tempSettings.branding.primaryColor}</span>
                    </div>
                  </div>
                  <div>
                    <label className="block text-sm font-medium text-gray-700 mb-1">URL Logo</label>
                    <input 
                      type="text" 
                      className="w-full border border-gray-300 rounded-md px-3 py-2 bg-white text-gray-900"
                      value={tempSettings.branding.logoUrl}
                      onChange={(e) => setTempSettings({...tempSettings, branding: {...tempSettings.branding, logoUrl: e.target.value}})}
                    />
                  </div>
                </div>
              )}
               
               {settingsTab === 'users' && canManageTeam && (
                <div>
                   <h2 className="text-xl font-bold text-gray-800 mb-6">Gestione Utenti Frontend</h2>
                   
                   <div className={`flex justify-between items-end mb-6 p-4 rounded-lg border transition-colors ${editingUser ? 'bg-blue-50 border-blue-200' : 'bg-gray-50 border-gray-200'}`}>
                     <div className="flex-1 mr-4">
                        <h3 className={`text-sm font-bold mb-3 ${editingUser ? 'text-blue-800' : 'text-gray-700'}`}>{editingUser ? 'Modifica Utente' : 'Aggiungi Nuovo Utente'}</h3>
                        <div className="grid grid-cols-4 gap-3">
                            <input type="text" placeholder="Nome" className="border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900" value={newUserForm.name} onChange={e => setNewUserForm({...newUserForm, name: e.target.value})} />
                            <input type="email" placeholder="Email" className="border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900" value={newUserForm.email} onChange={e => setNewUserForm({...newUserForm, email: e.target.value})} />
                            <input type="text" placeholder="Azienda" className="border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900" value={newUserForm.company} onChange={e => setNewUserForm({...newUserForm, company: e.target.value})} />
                            {editingUser && (
                                <select 
                                    className="border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900"
                                    value={newUserForm.status}
                                    onChange={e => setNewUserForm({...newUserForm, status: e.target.value as 'active'|'inactive'})}
                                >
                                    <option value="active">Attivo</option>
                                    <option value="inactive">Inattivo</option>
                                </select>
                            )}
                        </div>
                     </div>
                     <div className="flex space-x-2">
                        {editingUser && (
                            <button onClick={cancelEditUser} className="bg-white border border-gray-300 text-gray-700 px-4 py-2 rounded text-sm font-medium hover:bg-gray-50">
                                Annulla
                            </button>
                        )}
                        <button 
                            onClick={editingUser ? handleUpdateUser : handleAddUser} 
                            className={`px-4 py-2 rounded text-sm font-bold text-white shadow-sm ${editingUser ? 'bg-blue-600 hover:bg-blue-700' : 'bg-green-600 hover:bg-green-700'}`}
                        >
                            {editingUser ? 'Salva Modifiche' : 'Aggiungi'}
                        </button>
                     </div>
                   </div>
                   
                   <table className="min-w-full text-left">
                     <thead>
                       <tr className="border-b border-gray-200 text-gray-500 text-sm">
                         <th className="py-2 px-4">Nome</th>
                         <th className="py-2 px-4">Email</th>
                         <th className="py-2 px-4">Azienda</th>
                         <th className="py-2 px-4">Stato</th>
                         <th className="py-2 px-4">Azioni</th>
                       </tr>
                     </thead>
                     <tbody>
                       {clientUsers.map(user => (
                         <tr key={user.id} className={`border-b border-gray-100 hover:bg-gray-50 transition ${editingUser?.id === user.id ? 'bg-blue-50' : ''}`}>
                           <td className="py-3 px-4 font-medium text-gray-900">{user.name}</td>
                           <td className="py-3 px-4 text-gray-600">{user.email}</td>
                           <td className="py-3 px-4 text-gray-600">{user.company || '-'}</td>
                           <td className="py-3 px-4"><span className={`px-2 py-1 rounded text-xs font-bold ${user.status === 'active' ? 'bg-green-100 text-green-700' : 'bg-gray-100 text-gray-600'}`}>{user.status}</span></td>
                           <td className="py-3 px-4 flex items-center space-x-2">
                             <button onClick={() => handleEditUserClick(user)} className="p-1.5 text-gray-400 hover:text-blue-600 hover:bg-blue-50 rounded" title="Modifica"><Edit3 className="w-4 h-4" /></button>
                             <button onClick={() => handleSendPasswordReset(user.email)} className="p-1.5 text-gray-400 hover:text-amber-600 hover:bg-amber-50 rounded" title="Invia Reset Password"><Key className="w-4 h-4" /></button>
                             <button onClick={() => removeClientUser(user.id)} className="p-1.5 text-gray-400 hover:text-red-600 hover:bg-red-50 rounded" title="Rimuovi"><Trash2 className="w-4 h-4" /></button>
                           </td>
                         </tr>
                       ))}
                     </tbody>
                   </table>
                </div>
              )}
               {settingsTab === 'agents' && canManageTeam && (
                 <div>
                  <h2 className="text-xl font-bold text-gray-800 mb-6">Gestione Team di Supporto</h2>
                  {/* Add/Edit Agent Form */}
                  <div className={`mb-6 p-4 rounded-lg border ${editingAgent ? 'bg-blue-50 border-blue-200' : 'bg-gray-50 border-gray-200'}`}>
                     <div className="flex justify-between items-center mb-3">
                        <h3 className={`text-sm font-bold ${editingAgent ? 'text-blue-800' : 'text-gray-700'}`}>
                          {editingAgent ? 'Modifica Agente' : 'Aggiungi Nuovo Agente'}
                        </h3>
                        {!editingAgent && (
                          <div className="text-xs text-gray-500 space-x-3">
                            <span className={`${isAgentQuotaFull ? 'text-red-500 font-bold' : ''}`}>Agenti: {currentAgents}/{settings.features.maxAgents}</span>
                            <span className={`${isSupervisorQuotaFull ? 'text-red-500 font-bold' : ''}`}>Supervisor: {currentSupervisors}/{settings.features.maxSupervisors}</span>
                          </div>
                        )}
                     </div>
                     
                     <div className="flex gap-6 items-start">
                        {/* Avatar Editor Component */}
                        <AvatarEditor 
                          initialImage={newAgentForm.avatar || ''}
                          initialConfig={newAgentForm.avatarConfig}
                          onSave={(img, config) => handleAvatarSaved(img, config, !!editingAgent)}
                        />
                        
                        <div className="flex-1 space-y-3">
                          <div className="grid grid-cols-2 gap-3">
                              <input type="text" placeholder="Nome Agente" className="border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900" value={newAgentForm.name} onChange={e => setNewAgentForm({...newAgentForm, name: e.target.value})} />
                              <input type="email" placeholder="Email (Username)" className="border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900" value={newAgentForm.email} onChange={e => setNewAgentForm({...newAgentForm, email: e.target.value})} />
                              <input type="password" placeholder={editingAgent ? "Lascia vuoto per non cambiare" : "Password"} className="border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900" value={newAgentForm.password} onChange={e => setNewAgentForm({...newAgentForm, password: e.target.value})} />
                          </div>
                          <div>
                            <label className="block text-xs font-bold text-gray-500 mb-1">Ruolo:</label>
                            <select 
                                className="w-full border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900 mb-2"
                                value={newAgentForm.role}
                                onChange={e => setNewAgentForm({...newAgentForm, role: e.target.value as AgentRole})}
                            >
                                <option value="agent" disabled={!editingAgent && isAgentQuotaFull}>Agente {!editingAgent && isAgentQuotaFull ? '(Quota Piena)' : ''}</option>
                                <option value="supervisor" disabled={!editingAgent && isSupervisorQuotaFull}>Supervisor {!editingAgent && isSupervisorQuotaFull ? '(Quota Piena)' : ''}</option>
                                {canManageGlobalSettings && <option value="superadmin">Superadmin</option>}
                            </select>
                          </div>
                          <div>
                            <label className="block text-xs font-bold text-gray-500 mb-1">Assegna Code:</label>
                            <div className="flex flex-wrap gap-2">
                              {queues.map(q => (
                                <label key={q.id} className="inline-flex items-center bg-white border border-gray-300 px-3 py-1 rounded-full cursor-pointer hover:bg-gray-50 select-none">
                                  <input 
                                    type="checkbox" 
                                    className="mr-2"
                                    checked={newAgentForm.queues?.includes(q.name)}
                                    onChange={() => toggleQueueInForm(q.name, !!editingAgent)}
                                  />
                                  <span className="text-sm">{q.name}</span>
                                </label>
                              ))}
                            </div>
                          </div>
                          
                          <div className="flex justify-end pt-2 gap-2">
                            {editingAgent && (
                              <button onClick={cancelEditAgent} className="text-gray-500 px-3 py-2 text-sm font-medium hover:text-gray-700 flex items-center bg-white border border-gray-300 rounded">
                                <RotateCcw className="w-4 h-4 mr-1" /> Annulla
                              </button>
                            )}
                            <button 
                              onClick={editingAgent ? handleUpdateAgent : handleAddAgent} 
                              disabled={!editingAgent && ((newAgentForm.role === 'agent' && isAgentQuotaFull) || (newAgentForm.role === 'supervisor' && isSupervisorQuotaFull))}
                              className={`text-white px-4 py-2 rounded text-sm font-bold disabled:opacity-50 disabled:cursor-not-allowed ${editingAgent ? 'bg-blue-600 hover:bg-blue-700' : 'bg-green-600 hover:bg-green-700'}`}
                            >
                              {editingAgent ? 'Salva Modifiche' : 'Aggiungi Agente'}
                            </button>
                          </div>
                        </div>
                     </div>
                   </div>

                   <div className="grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-4">
                     {agents.map(agent => (
                       <div key={agent.id} className={`border rounded-lg p-4 shadow-sm transition ${editingAgent?.id === agent.id ? 'border-blue-400 bg-blue-50 ring-1 ring-blue-400' : 'border-gray-200 bg-white'}`}>
                         <div className="flex justify-between items-start mb-2">
                           <div className="flex items-center">
                             <div className="w-10 h-10 rounded-full overflow-hidden mr-3 bg-gray-100 border border-gray-200">
                               <img 
                                src={agent.avatar || 'https://via.placeholder.com/200'} 
                                alt={agent.name} 
                                className="w-full h-full object-cover" 
                                style={agent.avatarConfig ? {
                                  objectPosition: `${agent.avatarConfig.x}% ${agent.avatarConfig.y}%`,
                                  transform: `scale(${agent.avatarConfig.scale})`
                                } : {}}
                               />
                             </div>
                             <div>
                               <h4 className="font-bold text-gray-800 text-sm flex items-center">
                                {agent.name}
                                {agent.role === 'superadmin' && <Lock className="w-3 h-3 ml-1 text-red-500" />}
                                {agent.role === 'supervisor' && <Shield className="w-3 h-3 ml-1 text-blue-500" />}
                               </h4>
                               <p className="text-xs text-gray-500">{agent.email}</p>
                             </div>
                           </div>
                           <div className="flex space-x-1">
                             <button onClick={() => handleEditAgentClick(agent)} className="text-gray-400 hover:text-blue-600"><Edit3 className="w-4 h-4" /></button>
                             <button onClick={() => removeAgent(agent.id)} className="text-gray-400 hover:text-red-600"><Trash2 className="w-4 h-4" /></button>
                           </div>
                         </div>
                         <div className="mt-2">
                            <p className="text-xs font-bold text-gray-400 uppercase mb-1">Code Assegnate</p>
                            <div className="flex flex-wrap gap-1">
                              {agent.queues.map(q => (
                                <span key={q} className="text-[10px] bg-gray-100 text-gray-600 px-2 py-0.5 rounded border border-gray-200">{q}</span>
                              ))}
                            </div>
                         </div>
                       </div>
                     ))}
                   </div>
                 </div>
              )}
               {settingsTab === 'queues' && canManageTeam && (
                <div>
                   <h2 className="text-xl font-bold text-gray-800 mb-6">Code di Smistamento</h2>
                   <div className="flex justify-between items-end mb-6 bg-gray-50 p-4 rounded-lg border border-gray-200">
                     <div className="grid grid-cols-2 gap-3 flex-1 mr-4">
                        <input 
                          type="text" 
                          placeholder="Nome Coda (es. Tech Support)" 
                          className="border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900" 
                          value={newQueueForm.name} 
                          onChange={e => setNewQueueForm({...newQueueForm, name: e.target.value})} 
                        />
                        <input 
                          type="text" 
                          placeholder="Descrizione" 
                          className="border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900" 
                          value={newQueueForm.description} 
                          onChange={e => setNewQueueForm({...newQueueForm, description: e.target.value})} 
                        />
                     </div>
                     <button onClick={handleAddQueue} className="bg-green-600 text-white px-4 py-2 rounded text-sm font-bold hover:bg-green-700">Aggiungi Coda</button>
                   </div>

                   <table className="min-w-full text-left">
                     <thead>
                       <tr className="border-b border-gray-200 text-gray-500 text-sm">
                         <th className="py-2 px-4">Nome Coda</th>
                         <th className="py-2 px-4">Descrizione</th>
                         <th className="py-2 px-4">Agenti Assegnati</th>
                         <th className="py-2 px-4">Azioni</th>
                       </tr>
                     </thead>
                     <tbody>
                       {queues.map(queue => (
                         <tr key={queue.id} className="border-b border-gray-100 hover:bg-gray-50">
                           <td className="py-3 px-4 font-medium text-gray-900">{queue.name}</td>
                           <td className="py-3 px-4 text-gray-600">{queue.description || '-'}</td>
                           <td className="py-3 px-4 text-gray-600 text-sm">
                             {agents.filter(a => a.queues.includes(queue.name)).length} agenti
                           </td>
                           <td className="py-3 px-4">
                             <button onClick={() => removeQueue(queue.id)} className="text-red-500 hover:text-red-700"><Trash2 className="w-4 h-4" /></button>
                           </td>
                         </tr>
                       ))}
                     </tbody>
                   </table>
                </div>
              )}
               {settingsTab === 'email' && canManageGlobalSettings && (
                <div className="space-y-8">
                  <h2 className="text-xl font-bold text-gray-800 mb-6">Notifiche & Email</h2>
                  <div className="bg-gray-50 p-4 rounded-lg border border-gray-200 flex justify-between items-center">
                    <div>
                      <h3 className="font-bold text-gray-800">Configurazione SMTP</h3>
                      <p className="text-sm text-gray-500">Imposta il server di posta in uscita.</p>
                    </div>
                    <button 
                      onClick={handleTestSmtp}
                      disabled={isTestingSmtp}
                      className="flex items-center space-x-2 bg-white border border-gray-300 text-gray-700 px-3 py-1.5 rounded-lg text-sm font-medium hover:bg-gray-50 disabled:opacity-50"
                    >
                      {isTestingSmtp ? <div className="animate-spin w-4 h-4 border-2 border-gray-600 border-t-transparent rounded-full"></div> : <Zap className="w-4 h-4 text-amber-500" />}
                      <span>{isTestingSmtp ? 'Test in corso...' : 'Test Configurazione'}</span>
                    </button>
                  </div>
                  
                  <div className="grid grid-cols-2 gap-4">
                       <div>
                         <label className="block text-xs font-medium text-gray-500 mb-1">Host</label>
                         <input type="text" className="w-full border border-gray-300 rounded px-2 py-1.5 text-sm bg-white text-gray-900" value={tempSettings.smtp.host} onChange={e => setTempSettings({...tempSettings, smtp: {...tempSettings.smtp, host: e.target.value}})} />
                       </div>
                       <div>
                         <label className="block text-xs font-medium text-gray-500 mb-1">Porta</label>
                         <input type="number" className="w-full border border-gray-300 rounded px-2 py-1.5 text-sm bg-white text-gray-900" value={tempSettings.smtp.port} onChange={e => setTempSettings({...tempSettings, smtp: {...tempSettings.smtp, port: parseInt(e.target.value)}})} />
                       </div>
                       <div>
                         <label className="block text-xs font-medium text-gray-500 mb-1">Username</label>
                         <input type="text" className="w-full border border-gray-300 rounded px-2 py-1.5 text-sm bg-white text-gray-900" value={tempSettings.smtp.user} onChange={e => setTempSettings({...tempSettings, smtp: {...tempSettings.smtp, user: e.target.value}})} />
                       </div>
                       <div>
                         <label className="block text-xs font-medium text-gray-500 mb-1">Password</label>
                         <input type="password" className="w-full border border-gray-300 rounded px-2 py-1.5 text-sm bg-white text-gray-900" value={tempSettings.smtp.pass} onChange={e => setTempSettings({...tempSettings, smtp: {...tempSettings.smtp, pass: e.target.value}})} />
                       </div>
                  </div>

                  <hr className="border-gray-200" />

                  {/* Template Manager */}
                  {!editingTemplate ? (
                    <div>
                      <div className="flex justify-between items-center mb-4">
                        <h3 className="font-bold text-gray-800">Modelli Email</h3>
                        <button 
                          onClick={() => setEditingTemplate({ id: 'new', name: '', trigger: EmailTrigger.TICKET_CREATED, audience: EmailAudience.CLIENT, subject: '', body: '', isActive: true })}
                          className="text-sm bg-blue-50 text-blue-600 px-3 py-1.5 rounded-lg font-medium hover:bg-blue-100 flex items-center"
                        >
                          <Plus className="w-4 h-4 mr-1" /> Nuovo Modello
                        </button>
                      </div>
                      
                      <div className="space-y-3">
                        {tempSettings.emailTemplates.map(template => (
                          <div key={template.id} className="border border-gray-200 rounded-lg p-4 bg-white hover:bg-gray-50 transition flex justify-between items-center">
                            <div>
                               <div className="flex items-center space-x-2 mb-1">
                                 <h4 className="font-bold text-gray-800 text-sm">{template.name}</h4>
                                 <span className={`text-[10px] px-2 py-0.5 rounded font-bold uppercase ${template.audience === EmailAudience.STAFF ? 'bg-purple-100 text-purple-700' : 'bg-green-100 text-green-700'}`}>
                                   {template.audience}
                                 </span>
                               </div>
                               <p className="text-xs text-gray-500">Trigger: <span className="font-mono bg-gray-100 px-1 rounded">{template.trigger}</span></p>
                            </div>
                            <div className="flex space-x-2">
                               <button onClick={() => setEditingTemplate(template)} className="p-2 text-gray-400 hover:text-blue-600 bg-white border border-gray-200 rounded"><Edit3 className="w-4 h-4" /></button>
                               <button onClick={() => handleDeleteTemplate(template.id)} className="p-2 text-gray-400 hover:text-red-600 bg-white border border-gray-200 rounded"><Trash2 className="w-4 h-4" /></button>
                            </div>
                          </div>
                        ))}
                      </div>
                    </div>
                  ) : (
                    /* Template Editor */
                    <div className="bg-gray-50 rounded-xl border border-gray-200 p-6">
                      <div className="flex justify-between items-center mb-6 border-b border-gray-200 pb-4">
                        <h3 className="font-bold text-gray-800">{editingTemplate.id === 'new' ? 'Nuovo Modello' : 'Modifica Modello'}</h3>
                        <button onClick={() => setEditingTemplate(null)} className="text-gray-400 hover:text-gray-600"><X className="w-5 h-5" /></button>
                      </div>
                      
                      <div className="flex gap-6">
                        <div className="flex-1 space-y-4">
                          <div>
                            <label className="block text-xs font-bold text-gray-500 mb-1">Nome Template</label>
                            <input type="text" className="w-full border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900" value={editingTemplate.name} onChange={e => setEditingTemplate({...editingTemplate, name: e.target.value})} />
                          </div>
                          
                          <div className="grid grid-cols-2 gap-4">
                             <div>
                               <label className="block text-xs font-bold text-gray-500 mb-1">Trigger (Attivazione)</label>
                               <select className="w-full border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900" value={editingTemplate.trigger} onChange={e => setEditingTemplate({...editingTemplate, trigger: e.target.value as EmailTrigger})}>
                                 {Object.values(EmailTrigger).map(t => <option key={t} value={t}>{t.replace('_', ' ').toUpperCase()}</option>)}
                               </select>
                             </div>
                             <div>
                               <label className="block text-xs font-bold text-gray-500 mb-1">Destinatario</label>
                               <div className="flex space-x-4 mt-2">
                                 <label className="flex items-center text-sm"><input type="radio" className="mr-2" checked={editingTemplate.audience === EmailAudience.CLIENT} onChange={() => setEditingTemplate({...editingTemplate, audience: EmailAudience.CLIENT})} /> Cliente</label>
                                 <label className="flex items-center text-sm"><input type="radio" className="mr-2" checked={editingTemplate.audience === EmailAudience.STAFF} onChange={() => setEditingTemplate({...editingTemplate, audience: EmailAudience.STAFF})} /> Staff</label>
                               </div>
                             </div>
                          </div>

                          <div>
                            <label className="block text-xs font-bold text-gray-500 mb-1">Oggetto Email</label>
                            <input type="text" className="w-full border border-gray-300 rounded px-3 py-2 text-sm bg-white text-gray-900" value={editingTemplate.subject} onChange={e => setEditingTemplate({...editingTemplate, subject: e.target.value})} />
                          </div>

                          <div>
                            <label className="block text-xs font-bold text-gray-500 mb-1">Corpo del Messaggio</label>
                            <textarea rows={8} className="w-full border border-gray-300 rounded px-3 py-2 text-sm font-mono text-gray-700 bg-white" value={editingTemplate.body} onChange={e => setEditingTemplate({...editingTemplate, body: e.target.value})} />
                          </div>
                          
                          <div className="flex justify-end pt-2">
                            <button onClick={handleSaveTemplate} className="bg-blue-600 text-white px-6 py-2 rounded font-bold hover:bg-blue-700">Salva Modello</button>
                          </div>
                        </div>

                        {/* Variables Sidebar */}
                        <div className="w-64 bg-white rounded-lg border border-gray-200 p-4 h-fit">
                          <h4 className="text-xs font-bold text-gray-500 uppercase mb-3">Variabili Disponibili</h4>
                          <div className="space-y-2">
                            {getTemplateVariables(editingTemplate.trigger).map(variable => (
                              <div key={variable} className="flex justify-between items-center bg-gray-50 p-2 rounded border border-gray-100 group hover:bg-blue-50 cursor-pointer" onClick={() => {
                                 setEditingTemplate({...editingTemplate, body: editingTemplate.body + ' ' + variable})
                              }}>
                                <code className="text-xs text-blue-600 font-mono">{variable}</code>
                                <Copy className="w-3 h-3 text-gray-400 opacity-0 group-hover:opacity-100" />
                              </div>
                            ))}
                          </div>
                          <p className="text-[10px] text-gray-400 mt-3 text-center">Clicca per aggiungere al corpo</p>
                        </div>
                      </div>
                    </div>
                  )}

                </div>
              )}

              {settingsTab !== 'users' && settingsTab !== 'agents' && settingsTab !== 'queues' && (
                  <div className="mt-8 flex justify-end border-t border-gray-200 pt-6">
                    <button 
                      onClick={handleSaveSettings} 
                      disabled={isSaving}
                      className="bg-brand-600 text-white px-6 py-3 rounded-lg font-bold flex items-center hover:bg-brand-700 shadow-lg disabled:opacity-70 disabled:cursor-wait transition-all"
                    >
                      {isSaving ? <Loader2 className="w-5 h-5 mr-2 animate-spin" /> : <Save className="w-5 h-5 mr-2" />}
                      {isSaving ? 'Salvataggio...' : 'Salva Impostazioni'}
                    </button>
                  </div>
              )}
            </div>
          </div>
        )}
        
        {/* ... (Rest of the component remains largely the same, no changes needed for toast integration in other tabs as they use props) ... */}
        {view === 'tickets' && (
          // ... existing tickets view ...
          <div className="flex h-full gap-6">
            <div className="w-1/3 bg-white rounded-xl shadow-sm overflow-hidden flex flex-col">
              <div className="p-4 border-b border-gray-100 bg-gray-50 font-semibold text-gray-700">
                Ticket Coda ({tickets.length})
              </div>
              <div className="flex-1 overflow-y-auto">
                {tickets.length === 0 && (
                  <div className="p-4 text-center text-gray-400 text-sm">
                    Nessun ticket in coda per le tue competenze.
                  </div>
                )}
                {tickets.map(ticket => (
                  <div 
                    key={ticket.id}
                    onClick={() => setSelectedTicketId(ticket.id)}
                    className={`p-4 border-b border-gray-100 cursor-pointer hover:bg-blue-50 transition relative group ${selectedTicketId === ticket.id ? 'bg-blue-50 border-l-4 border-brand-500' : ''}`}
                  >
                    <div className="absolute right-2 top-2 hidden group-hover:flex flex-col gap-1 z-10">
                        {/* Agent Quick Assign */}
                        <div className="relative" onClick={e => e.stopPropagation()}>
                           <select 
                             className="appearance-none w-full bg-white border border-gray-200 text-xs rounded shadow-sm py-1 pl-6 pr-2 cursor-pointer hover:border-blue-400 focus:outline-none focus:ring-1 focus:ring-blue-500"
                             value={ticket.assignedAgentId || ''}
                             onChange={(e) => updateTicketAgent(ticket.id, e.target.value)}
                           >
                             <option value="">Non assegnato</option>
                             {getAssignableAgents(ticket.queue).map(a => <option key={a.id} value={a.id}>{a.name}</option>)}
                           </select>
                           <UserPlus className="w-3 h-3 absolute left-1.5 top-1.5 text-gray-400 pointer-events-none" />
                        </div>

                        {/* Status Quick Change */}
                        <div className="relative" onClick={e => e.stopPropagation()}>
                           <select 
                             className={`appearance-none w-full border text-xs rounded shadow-sm py-1 pl-6 pr-2 cursor-pointer focus:outline-none focus:ring-1 focus:ring-blue-500 ${
                                ticket.status === TicketStatus.RESOLVED ? 'bg-green-50 border-green-200 text-green-700' : 
                                ticket.status === TicketStatus.OPEN ? 'bg-blue-50 border-blue-200 text-blue-700' : 
                                'bg-white border-gray-200 text-gray-700'
                             }`}
                             value={ticket.status}
                             onChange={(e) => updateTicketStatus(ticket.id, e.target.value as TicketStatus)}
                           >
                             {Object.values(TicketStatus).map(s => <option key={s} value={s}>{s}</option>)}
                           </select>
                           <div className="absolute left-1.5 top-1.5 pointer-events-none text-current opacity-70">
                             <Activity className="w-3 h-3" />
                           </div>
                        </div>
                    </div>

                    <div className="flex justify-between items-start mb-1">
                      <span className="font-bold text-gray-800 text-sm">{ticket.id}</span>
                      <span className={`text-[10px] px-2 py-0.5 rounded-full font-bold uppercase ${
                        ticket.priority === TicketPriority.HIGH || ticket.priority === TicketPriority.CRITICAL ? 'bg-red-100 text-red-600' : 'bg-green-100 text-green-600'
                      }`}>{ticket.priority}</span>
                    </div>
                    <h4 className="text-sm font-medium text-gray-900 truncate mb-1 pr-6">{ticket.subject}</h4>
                    <p className="text-xs text-gray-500">{ticket.customerName} • {ticket.status}</p>
                    <div className="flex items-center justify-between mt-1">
                      {ticket.attachments && ticket.attachments.length > 0 && (
                        <div className="flex items-center text-xs text-gray-400">
                          <Paperclip className="w-3 h-3 mr-1" />
                          {ticket.attachments.length}
                        </div>
                      )}
                      <span className="text-[10px] bg-gray-100 text-gray-500 px-1 rounded">{ticket.queue}</span>
                    </div>
                  </div>
                ))}
              </div>
            </div>

            <div className="flex-1 bg-white rounded-xl shadow-sm p-6 overflow-y-auto">
              {selectedTicket ? (
                <div>
                  <div className="flex justify-between items-start mb-6">
                    <div>
                      <h2 className="text-2xl font-bold text-gray-900">{selectedTicket.subject}</h2>
                      <div className="flex items-center space-x-3 mt-2 text-sm text-gray-500">
                        <span>{selectedTicket.customerName}</span>
                        <span>•</span>
                        <span>{selectedTicket.createdAt.split('T')[0]}</span>
                        <span>•</span>
                        <span className="bg-gray-100 px-2 py-0.5 rounded text-gray-700">{selectedTicket.queue}</span>
                      </div>
                    </div>
                    <div className="flex space-x-2">
                       <select 
                        value={selectedTicket.assignedAgentId || ''}
                        onChange={(e) => updateTicketAgent(selectedTicket.id, e.target.value)}
                        className="border border-gray-300 rounded-md text-sm px-2 py-1 bg-white text-gray-900"
                       >
                         <option value="">Non assegnato</option>
                         {getAssignableAgents(selectedTicket.queue).map(a => <option key={a.id} value={a.id}>{a.name}</option>)}
                       </select>
                       <select 
                        value={selectedTicket.status}
                        onChange={(e) => updateTicketStatus(selectedTicket.id, e.target.value as TicketStatus)}
                        className="border border-gray-300 rounded-md text-sm px-2 py-1 bg-white text-gray-900"
                       >
                         {Object.values(TicketStatus).map(s => <option key={s} value={s}>{s}</option>)}
                       </select>
                    </div>
                  </div>

                  <div className="bg-gray-50 p-4 rounded-lg mb-6 border border-gray-100">
                    <p className="text-gray-800">{selectedTicket.description}</p>
                  </div>

                  {/* Attachments Section */}
                  {selectedTicket.attachments && selectedTicket.attachments.length > 0 && (
                    <div className="mb-6">
                      <h3 className="font-semibold text-gray-700 text-sm mb-2 flex items-center">
                        <Paperclip className="w-4 h-4 mr-1" /> Allegati
                      </h3>
                      <div className="grid grid-cols-2 gap-2">
                        {selectedTicket.attachments.map(att => (
                          <div key={att.id} className="flex items-center p-2 bg-gray-50 border border-gray-200 rounded text-sm text-blue-600 hover:underline cursor-pointer">
                            <FileText className="w-4 h-4 mr-2 text-gray-500" />
                            {att.name}
                          </div>
                        ))}
                      </div>
                    </div>
                  )}

                  <div className="space-y-4 mb-6">
                    <h3 className="font-semibold text-gray-700">Cronologia Messaggi</h3>
                    {selectedTicket.messages.length === 0 ? (
                      <p className="text-sm text-gray-400 italic">Nessun messaggio.</p>
                    ) : (
                      selectedTicket.messages.map(m => (
                        <div key={m.id} className={`p-3 rounded-lg max-w-[80%] ${m.role === 'assistant' ? 'ml-auto bg-brand-50 border border-brand-100' : 'bg-white border border-gray-200'}`}>
                          <p className="text-xs text-gray-500 mb-1 font-semibold">{m.role === 'assistant' ? 'Agente' : 'Cliente'} <span className="font-normal opacity-70 ml-2">{m.timestamp.split('T')[1].substring(0,5)}</span></p>
                          <p className="text-sm text-gray-800">{m.content}</p>
                        </div>
                      ))
                    )}
                  </div>
                  
                  <div className="mt-auto pt-4 border-t border-gray-100">
                     <textarea className="w-full border border-gray-300 rounded-lg p-3 text-sm focus:ring-2 focus:ring-brand-500 focus:outline-none bg-white text-gray-900" placeholder="Scrivi una risposta interna o pubblica..." rows={3}></textarea>
                     <div className="flex justify-end mt-2">
                       <button className="bg-brand-600 text-white px-4 py-2 rounded-lg text-sm font-medium hover:bg-brand-700">Rispondi</button>
                     </div>
                  </div>
                </div>
              ) : (
                <div className="flex items-center justify-center h-full text-gray-400">Seleziona un ticket per vedere i dettagli</div>
              )}
            </div>
          </div>
        )}
        
        {view === 'kb' && (
           <div className="bg-white rounded-xl shadow-sm p-6 min-h-full">
            <div className="flex justify-between items-center mb-6">
              <h2 className="text-2xl font-bold text-gray-800">Gestione Knowledge Base</h2>
              {settings.features.kbEnabled ? (
                <button 
                  onClick={() => {
                    setNewArticle({ type: 'article', category: 'General' });
                    setIsEditingKB(true);
                  }}
                  disabled={isKbFull}
                  className="bg-brand-600 text-white px-4 py-2 rounded-lg flex items-center hover:bg-brand-700 disabled:opacity-50 disabled:cursor-not-allowed"
                >
                  <Plus className="w-4 h-4 mr-2" />
                  {isKbFull ? 'Limite Raggiunto' : 'Nuovo Articolo'}
                </button>
              ) : (
                <span className="text-red-500 font-bold flex items-center bg-red-50 px-3 py-1 rounded">
                  <AlertTriangle className="w-4 h-4 mr-2" /> KB Disabilitata
                </span>
              )}
            </div>

            {isEditingKB && (
              <div className="bg-gray-50 p-6 rounded-xl border border-gray-200 mb-8 animate-fade-in">
                <h3 className="font-bold text-gray-700 mb-4">{newArticle.id ? 'Modifica Elemento' : 'Nuovo Elemento'}</h3>
                {/* ... (Existing KB Form Content remains the same) ... */}
                <div className="grid grid-cols-2 gap-4 mb-4">
                  <div>
                    <label className="block text-sm font-medium text-gray-700 mb-1">Titolo</label>
                    <input 
                      type="text" 
                      className="w-full border border-gray-300 rounded px-3 py-2 bg-white text-gray-900" 
                      value={newArticle.title || ''}
                      onChange={e => setNewArticle({...newArticle, title: e.target.value})}
                    />
                  </div>
                  <div>
                    <label className="block text-sm font-medium text-gray-700 mb-1">Categoria</label>
                    <input 
                      type="text" 
                      className="w-full border border-gray-300 rounded px-3 py-2 bg-white text-gray-900"
                      value={newArticle.category || ''}
                      onChange={e => setNewArticle({...newArticle, category: e.target.value})}
                    />
                  </div>
                </div>
                
                <div className="mb-4">
                  <label className="block text-sm font-medium text-gray-700 mb-1">Tipo</label>
                  <div className="flex space-x-4">
                    <label className="flex items-center">
                      <input type="radio" name="type" checked={newArticle.type === 'article'} onChange={() => setNewArticle({...newArticle, type: 'article'})} className="mr-2" />
                      Articolo
                    </label>
                    <label className="flex items-center">
                      <input type="radio" name="type" checked={newArticle.type === 'url'} onChange={() => setNewArticle({...newArticle, type: 'url'})} className="mr-2" />
                      Link Esterno (URL)
                    </label>
                  </div>
                </div>

                {newArticle.type === 'article' ? (
                  <div className="mb-4">
                    <label className="block text-sm font-medium text-gray-700 mb-1">Contenuto (Supporta Markdown)</label>
                    <textarea 
                      rows={6}
                      className="w-full border border-gray-300 rounded px-3 py-2 bg-white text-gray-900"
                      value={newArticle.content || ''}
                      onChange={e => setNewArticle({...newArticle, content: e.target.value})}
                    />
                  </div>
                ) : (
                  <div className="mb-4">
                    <label className="block text-sm font-medium text-gray-700 mb-1">URL Fonte</label>
                    <div className="flex space-x-2">
                      <input 
                        type="url"
                        className="w-full border border-gray-300 rounded px-3 py-2 bg-white text-gray-900"
                        value={newArticle.url || ''}
                        onChange={e => setNewArticle({...newArticle, url: e.target.value})}
                        placeholder="https://example.com"
                      />
                    </div>
                     <div className="mt-2 text-xs text-gray-500">
                       Inserisci l'URL completo. Il sistema scaricherà automaticamente il contenuto della pagina.
                     </div>
                     <div className="mt-2">
                       <label className="block text-sm font-medium text-gray-700 mb-1">Note Manuali (Opzionale)</label>
                       <textarea 
                        rows={3}
                        className="w-full border border-gray-300 rounded px-3 py-2 bg-white text-gray-900"
                        value={newArticle.content || ''}
                        onChange={e => setNewArticle({...newArticle, content: e.target.value})}
                        placeholder="Aggiungi qui eventuali riassunti o note extra..."
                      />
                     </div>
                  </div>
                )}

                <div className="flex justify-end space-x-3">
                  <button onClick={() => { setIsEditingKB(false); setNewArticle({ type: 'article', category: 'General' }); }} className="px-4 py-2 text-gray-600 hover:text-gray-800">Annulla</button>
                  <button 
                    onClick={handleSaveArticle} 
                    disabled={isFetchingUrl}
                    className="px-4 py-2 bg-brand-600 text-white rounded hover:bg-brand-700 flex items-center disabled:opacity-70"
                  >
                    {isFetchingUrl && <Loader2 className="w-4 h-4 mr-2 animate-spin" />}
                    {isFetchingUrl ? 'Scaricamento...' : 'Salva'}
                  </button>
                </div>
              </div>
            )}

            <div className="overflow-x-auto">
              <table className="min-w-full text-left">
                <thead>
                  <tr className="border-b border-gray-200 text-gray-500 text-sm">
                    <th className="py-3 px-4">Titolo</th>
                    <th className="py-3 px-4">Categoria</th>
                    <th className="py-3 px-4">Tipo</th>
                    <th className="py-3 px-4">Ultimo Agg.</th>
                    <th className="py-3 px-4">Azioni</th>
                  </tr>
                </thead>
                <tbody>
                  {articles.map(article => (
                    <tr key={article.id} className="border-b border-gray-100 hover:bg-gray-50">
                      <td className="py-3 px-4 font-medium text-gray-800">{article.title}</td>
                      <td className="py-3 px-4"><span className="bg-gray-100 text-gray-600 text-xs px-2 py-1 rounded">{article.category}</span></td>
                      <td className="py-3 px-4 text-sm text-gray-500 flex items-center">
                         {article.type === 'url' ? <ExternalLink className="w-4 h-4 mr-1 text-blue-500" /> : <FileText className="w-4 h-4 mr-1 text-gray-400" />}
                         {article.type === 'url' ? 'Link Esterno' : 'Articolo'}
                         {article.source === 'ai' && <span className="ml-2 text-[10px] bg-purple-100 text-purple-700 px-1 rounded flex items-center"><Sparkles className="w-3 h-3 mr-1"/> AI</span>}
                      </td>
                      <td className="py-3 px-4 text-sm text-gray-500">{article.lastUpdated}</td>
                      <td className="py-3 px-4">
                        <button 
                          onClick={() => {
                            setNewArticle(article);
                            setIsEditingKB(true);
                          }}
                          className="text-brand-600 hover:text-brand-800"
                        >
                          <Edit3 className="w-4 h-4" />
                        </button>
                      </td>
                    </tr>
                  ))}
                </tbody>
              </table>
            </div>
          </div>
        )}
        
        {/* ... (AI and Analytics Views remain same) ... */}
        {view === 'ai' && (
          // ... existing AI view ...
          <div className="max-w-3xl mx-auto">
             <div className="bg-gradient-to-r from-purple-600 to-indigo-600 rounded-2xl p-8 text-white shadow-lg mb-8">
               <div className="flex items-start justify-between">
                 <div>
                   <h2 className="text-3xl font-bold mb-2">Knowledge Agent AI</h2>
                   <p className="text-purple-100 max-w-xl">
                     Questo agente analizza automaticamente i ticket "Risolti" per trovare problemi comuni non ancora documentati nella Knowledge Base. 
                   </p>
                 </div>
                 <Sparkles className="w-16 h-16 text-purple-300 opacity-50" />
               </div>
               
               <div className="mt-8">
                 {settings.features.aiKnowledgeAgentEnabled ? (
                   <button 
                    onClick={handleAiAnalysis}
                    disabled={isAiAnalyzing}
                    className="bg-white text-purple-700 px-6 py-3 rounded-xl font-bold hover:bg-purple-50 transition shadow-lg flex items-center disabled:opacity-70"
                   >
                     {isAiAnalyzing ? (
                       <>
                          <div className="animate-spin h-5 w-5 border-2 border-purple-700 border-t-transparent rounded-full mr-3"></div>
                          Analisi in corso...
                       </>
                     ) : (
                       <>
                         <CheckCircle className="w-5 h-5 mr-2" />
                         Scansiona Ticket Risolti
                       </>
                     )}
                   </button>
                 ) : (
                   <div className="bg-white/20 p-4 rounded-lg flex items-center text-sm font-medium">
                     <AlertTriangle className="w-5 h-5 mr-3 text-yellow-300" />
                     Funzionalità disabilitata dall'amministratore.
                   </div>
                 )}
               </div>
             </div>
             {/* ... rest of AI view ... */}
             {aiSuggestion ? (
               <div className="bg-white rounded-2xl shadow-md border border-purple-100 overflow-hidden animate-fade-in-up">
                 <div className="bg-purple-50 p-4 border-b border-purple-100 flex justify-between items-center">
                   <h3 className="text-purple-800 font-bold flex items-center">
                     <Sparkles className="w-4 h-4 mr-2" />
                     Nuovo Contenuto Suggerito
                   </h3>
                   <span className="text-xs bg-purple-200 text-purple-800 px-2 py-1 rounded-full">Lacuna Rilevata</span>
                 </div>
                 <div className="p-6">
                    <div className="mb-4">
                      <label className="text-xs font-bold text-gray-500 uppercase tracking-wide">Titolo Suggerito</label>
                      <h4 className="text-xl font-bold text-gray-900 mt-1">{aiSuggestion.title}</h4>
                    </div>
                    <div className="mb-4">
                       <label className="text-xs font-bold text-gray-500 uppercase tracking-wide">Categoria</label>
                       <span className="block mt-1 text-sm text-gray-700">{aiSuggestion.category}</span>
                    </div>
                    <div className="mb-6">
                      <label className="text-xs font-bold text-gray-500 uppercase tracking-wide">Contenuto Bozza</label>
                      <div className="mt-2 p-4 bg-gray-50 rounded-lg border border-gray-100 text-sm text-gray-700 font-mono whitespace-pre-wrap">
                        {aiSuggestion.content}
                      </div>
                    </div>
                    <div className="flex justify-end space-x-4">
                      <button 
                        onClick={() => setAiSuggestion(null)}
                        className="px-4 py-2 text-gray-500 hover:text-gray-700 font-medium"
                      >
                        Scarta
                      </button>
                      <button 
                        onClick={saveAiArticle}
                        className="px-6 py-2 bg-purple-600 text-white rounded-lg hover:bg-purple-700 font-bold shadow-md"
                      >
                        Approva e Aggiungi alla KB
                      </button>
                    </div>
                 </div>
               </div>
             ) : (
               !isAiAnalyzing && (
                 <div className="text-center text-gray-400 mt-12">
                   <Clock className="w-12 h-12 mx-auto mb-3 opacity-30" />
                   <p>Nessun suggerimento attivo. Avvia una scansione per trovare nuove lacune.</p>
                 </div>
               )
             )}
          </div>
        )}
        {view === 'analytics' && (
           // ... existing analytics view ...
           <div className="max-w-6xl mx-auto space-y-6">
             <h2 className="text-2xl font-bold text-gray-800 mb-6">Dashboard Analitica</h2>
             
             {/* Key Metrics Cards */}
             <div className="grid grid-cols-1 md:grid-cols-4 gap-6">
                <div className="bg-white p-6 rounded-xl shadow-sm border border-gray-100">
                  <div className="flex justify-between items-start mb-4">
                    <div className="p-2 bg-blue-50 rounded-lg text-blue-600"><TicketStatusIcon /></div>
                    <span className="text-xs font-semibold text-green-500 flex items-center"><TrendingUp className="w-3 h-3 mr-1" /> +12%</span>
                  </div>
                  <h3 className="text-slate-500 text-sm font-medium">Volume Ticket</h3>
                  <p className="text-3xl font-bold text-gray-900">{totalTickets}</p>
                </div>

                <div className="bg-white p-6 rounded-xl shadow-sm border border-gray-100">
                  <div className="flex justify-between items-start mb-4">
                    <div className="p-2 bg-amber-50 rounded-lg text-amber-600"><Star className="w-5 h-5" /></div>
                  </div>
                  <h3 className="text-slate-500 text-sm font-medium">CSAT (Soddisfazione)</h3>
                  <p className="text-3xl font-bold text-gray-900">{avgRating}/5</p>
                </div>

                <div className="bg-white p-6 rounded-xl shadow-sm border border-gray-100">
                   <div className="flex justify-between items-start mb-4">
                    <div className="p-2 bg-green-50 rounded-lg text-green-600"><CheckCircle className="w-5 h-5" /></div>
                   </div>
                   <h3 className="text-slate-500 text-sm font-medium">Tasso Risoluzione</h3>
                   <p className="text-3xl font-bold text-gray-900">{resolutionRate}%</p>
                </div>

                <div className="bg-white p-6 rounded-xl shadow-sm border border-gray-100">
                   <div className="flex justify-between items-start mb-4">
                    <div className="p-2 bg-purple-50 rounded-lg text-purple-600"><MessageCircle className="w-5 h-5" /></div>
                   </div>
                   <h3 className="text-slate-500 text-sm font-medium">Chat AI</h3>
                   <p className="text-3xl font-bold text-gray-900">{surveys.filter(s => s.source === 'chat').length} <span className="text-sm text-gray-400 font-normal">sessioni valutate</span></p>
                </div>
             </div>

             <div className="grid grid-cols-1 lg:grid-cols-2 gap-6">
               {/* Queue Distribution */}
               <div className="bg-white p-6 rounded-xl shadow-sm border border-gray-100">
                 <h3 className="font-bold text-gray-800 mb-6">Distribuzione Code</h3>
                 <div className="space-y-4">
                    <div className="group">
                      <div className="flex justify-between text-sm mb-1">
                        <span>Tech Support</span>
                        <span className="font-bold">{techCount}</span>
                      </div>
                      <div className="h-3 bg-gray-100 rounded-full overflow-hidden">
                        <div className="h-full bg-blue-500 rounded-full" style={{ width: `${(techCount/maxQueue)*100}%` }}></div>
                      </div>
                    </div>
                    <div className="group">
                      <div className="flex justify-between text-sm mb-1">
                        <span>Billing</span>
                        <span className="font-bold">{billingCount}</span>
                      </div>
                      <div className="h-3 bg-gray-100 rounded-full overflow-hidden">
                        <div className="h-full bg-green-500 rounded-full" style={{ width: `${(billingCount/maxQueue)*100}%` }}></div>
                      </div>
                    </div>
                    <div className="group">
                      <div className="flex justify-between text-sm mb-1">
                        <span>General</span>
                        <span className="font-bold">{generalCount}</span>
                      </div>
                      <div className="h-3 bg-gray-100 rounded-full overflow-hidden">
                        <div className="h-full bg-gray-500 rounded-full" style={{ width: `${(generalCount/maxQueue)*100}%` }}></div>
                      </div>
                    </div>
                 </div>
               </div>

               {/* Recent Feedback */}
               <div className="bg-white p-6 rounded-xl shadow-sm border border-gray-100 flex flex-col">
                 <h3 className="font-bold text-gray-800 mb-4">Feedback Recenti</h3>
                 <div className="flex-1 overflow-y-auto pr-2 space-y-3 max-h-[250px]">
                   {surveys.slice().reverse().map(survey => (
                     <div key={survey.id} className="p-3 bg-gray-50 rounded-lg border border-gray-100">
                       <div className="flex justify-between mb-1">
                          <div className="flex text-amber-400">
                            {[...Array(5)].map((_, i) => (
                              <Star key={i} className={`w-3 h-3 ${i < survey.rating ? 'fill-current' : 'text-gray-200'}`} />
                            ))}
                          </div>
                          <span className="text-[10px] uppercase font-bold text-gray-400 bg-white px-2 rounded border border-gray-200">{survey.source}</span>
                       </div>
                       <p className="text-sm text-gray-700 italic">"{survey.comment || 'Nessun commento'}"</p>
                     </div>
                   ))}
                 </div>
               </div>
             </div>
           </div>
        )}

      </div>
    </div>
  );
};

const TicketStatusIcon = () => (
  <svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round"><path d="M2 9a3 3 0 0 1 0 6v2a2 2 0 0 0 2 2h16a2 2 0 0 0 2-2v-2a3 3 0 0 1 0-6V7a2 2 0 0 0-2-2H4a2 2 0 0 0-2 2Z"/><path d="M13 5v2"/><path d="M13 17v2"/><path d="M13 11v2"/></svg>
);
