Omnichannel implementation roadmap

Omnichannel implementation roadmap

The owner-approved 10 September baseline supersedes earlier sequencing. Start with Post-beta-master-baseline.

Current calculated forecast

Forecast anchor: 2026-09-11. Beta.2 gate forecast: 2026-12-28. Expanded scope forecast: 2027-12-14. These are calculated conservative capacity forecasts, not promises of releases or remote approval.

Two lanes, 8h/day Monday–Saturday; 2.5× baseline implementation and 0.5× shared 4h/day review/integration. A lane remains occupied through integration. Dependencies become available the following working day. External approval/provider waits are unknown, not zero-duration guarantees. Actual concurrency may exceed this reference model.

Dependency-only critical network length: 1194 planning hours. Resource-constrained calendar dates differ from this analytical lower bound. Near-critical means positive float ≤48h.

Issue	Remaining 3× hours	Lane	Forecast	Prerequisites
#64 Enforce resource budgets across active application paths	180	W1	2026-09-12 → 2026-10-13	#50, #60, #93, #159
#91 Recover accepted payloads through durable storage journals	72	W2	2026-09-12 → 2026-09-24	#50, #59
#12 Verify required checks on dependency-only pull requests	24	W2	2026-09-25 → 2026-09-29
#14 Standardise repository formatting and lint conventions	24	W2	2026-09-30 → 2026-10-03
#16 Establish measurable FidesLang coverage	48	W2	2026-10-05 → 2026-10-15	#59, #91
#130 Add task-based work queues and snooze/resurface	72	W1	2026-10-14 → 2026-10-26	#129, #136, #73, #64
#51 Implement authenticated durable webhook ingress	72	W2	2026-10-16 → 2026-10-29	#50, #64, #91
#128 Build the persistent progressive operator workspace	96	W1	2026-10-27 → 2026-11-11	#127, #129, #130, #48, #66
#137 Add workload-aware queues and operator capacity controls	72	W2	2026-10-30 → 2026-11-14	#73, #79, #162, #130
#71 Enable keyboard-first workspace navigation	36	W1	2026-11-12 → 2026-11-18	#62, #66, #128
#132 Add cognitive-accessibility workspace preferences and focus mode	48	W2	2026-11-16 → 2026-11-23	#128, #66
#131 Unify global search and scoped inbox filtering	36	W1	2026-11-19 → 2026-11-25	#128, #71
#70 Add typing awareness and private colleague collaboration	18	W2	2026-11-24 → 2026-11-26	#63, #68, #132
#134 Add customer context and contextual support panels	60	W1	2026-11-26 → 2026-12-07	#128, #132, #63
#133 Replace transient ticket toasts with durable operator activity	39	W2	2026-11-27 → 2026-12-08	#128, #63, #70, #66
#135 Add configurable Table view and safe bulk ticket actions	48	W1	2026-12-08 → 2026-12-15	#128, #60, #64, #79
#138 Define workspace utility actions for call, remote support and external tools	36	W2	2026-12-09 → 2026-12-17	#128, #79
#139 Measure operator interaction performance and enforce UI response budgets	24	W1	2026-12-16 → 2026-12-19	#128, #48
#87 Normalise provider events into reliable conversation state	96	W2	2026-12-18 → 2027-01-02	#51, #59, #91
#140 Validate the redesigned operator workspace for usability and cognitive accessibility	48	W1	2026-12-21 → 2026-12-28	#128, #129, #130, #131, #132, #133, #134, #135, #136, #137, #138, #139, #48, #66, #68, #70, #71, #73, #79
#17 Complete FidesLang coverage and optional user controls	72	W1	2026-12-29 → 2027-01-09	#16
#88 Dispatch transactional outbound intents reliably	72	W2	2027-01-04 → 2027-01-15	#63, #64, #87
#18 Migrate transactional mail to Cloudflare-native delivery	48	W1	2027-01-11 → 2027-01-18	#57
#22 Complete remaining repository launch administration	18	W2	2027-01-16 → 2027-01-19	#65
#42 Validate production cutover and rollback readiness	48	W1	2027-01-19 → 2027-01-26	#65, #159, #160
#44 Retire inactive services while preserving regression coverage	24	W2	2027-01-20 → 2027-01-23	#14
#45 Evaluate deferred major dependency and Actions upgrades	24	W2	2027-01-25 → 2027-01-28	#12
#52 Deliver signed tenant webhook subscriptions reliably	48	W1	2027-01-27 → 2027-02-03	#50, #64, #88
#53 Implement tenant-owned Slack support channels	72	W2	2027-01-29 → 2027-02-10	#66, #87, #88
#54 Implement tenant-owned Microsoft Teams support channels	96	W1	2027-02-04 → 2027-02-19	#66, #87, #88
#55 Implement tenant-owned WhatsApp messaging	72	W2	2027-02-11 → 2027-02-23	#66, #87, #88
#56 Implement tenant-owned Telegram support messaging	48	W1	2027-02-20 → 2027-02-27	#66, #87, #88
#67 Package isolated helpdesk Web Components	72	W2	2027-02-24 → 2027-03-08	#48, #66
#69 Add reusable responses and safe operator macros	36	W1	2027-03-01 → 2027-03-10	#68
#72 Split and merge tickets without losing context	72	W2	2027-03-09 → 2027-03-20	#59, #63, #70
#74 Preserve conversations across verified channel changes	72	W1	2027-03-11 → 2027-03-24	#53, #61, #87
#75 Enrich intake with authorised operational context	72	W2	2027-03-22 → 2027-04-02	#64, #79
#80 Validate governed actions against an isolated reference API	120	W1	2027-03-25 → 2027-04-14	#63, #64, #79
#89 Enable verified canonical support-email conversations	72	W2	2027-04-03 → 2027-04-17	#57, #87, #88
#81 Bind human approvals to specific proposed actions	72	W1	2027-04-15 → 2027-04-27	#80
#90 Expose owner and tenant Cost & Capacity controls	72	W2	2027-04-19 → 2027-04-30	#50, #64, #66
#83 Transfer live agentic work safely to human operators	72	W1	2027-04-28 → 2027-05-10	#70, #80, #81
#49 Track delivery of the omnichannel architecture	6	W2	2027-05-01 → 2027-05-03	#51, #52, #53, #54, #55, #56, #74, #89, #90
#92 Attach bounded telemetry to programmatic support intake	48	W2	2027-05-04 → 2027-05-12	#60, #91
#86 Expose authorised deterministic self-service actions	72	W1	2027-05-11 → 2027-05-22	#61, #81, #83
#142 Prove the Cloudflare Realtime support-session architecture	72	W2	2027-05-13 → 2027-05-26	#50, #74, #79, #87, #88, #90
#149 Create linked back-office work items without exposing customer conversations	96	W1	2027-05-24 → 2027-06-08	#70, #72, #79
#143 Model tenant-scoped realtime support sessions and media permissions	120	W2	2027-05-27 → 2027-06-16	#142, #50, #64, #74, #79
#150 Track service problems and incidents across affected conversations	120	W1	2027-06-09 → 2027-06-29	#149, #72, #79, #88
#144 Add browser voice, video and screen-sharing support sessions	144	W2	2027-06-17 → 2027-07-10	#143, #48, #68, #70, #74
#145 Implement a tenant-owned telephony gateway for inbound and outbound calls	144	W1	2027-06-30 → 2027-07-23	#142, #143, #74, #79, #87, #88, #90
#147 Record and transcribe support sessions under tenant policy	120	W2	2027-07-12 → 2027-07-31	#143, #50, #90
#146 Add voicemail, callback, transfer and call-queue operations	120	W1	2027-07-24 → 2027-08-13	#145, #70, #73, #79
#151 Ingest tenant PDF knowledge with lifecycle-safe provenance	96	W2	2027-08-02 → 2027-08-18	#50, #64, #79
#153 Render governed operator applets from declarative schemas	120	W1	2027-08-14 → 2027-09-03	#48, #68, #75, #79, #80, #81
#152 Bind AI assistance to authorised tenant knowledge scopes	72	W2	2027-08-19 → 2027-09-06	#151, #79
#155 Capture tenant-scoped CSAT and CES feedback	72	W1	2027-09-04 → 2027-09-16	#73, #79, #88
#76 Add bounded triage and conversation summarisation	72	W2	2027-09-07 → 2027-09-20	#75, #152
#158 Accept verified Cloudflare Access workforce identity without weakening Tocyn authorisation	96	W1	2027-09-17 → 2027-10-02	#79
#77 Expand the operator copilot with translation and runbooks	48	W2	2027-09-21 → 2027-09-28	#68, #76, #152
#82 Resolve reference-service tickets through bounded autonomous workflows	96	W2	2027-09-29 → 2027-10-14	#76, #80, #81, #83
#161 Evaluate AI inference routing, caching and provider fallback	24	W1	2027-10-04 → 2027-10-07	#50, #64, #76
#78 Author and publish governed diagnostic workflows visually	96	W1	2027-10-15 → 2027-10-30	#66, #79, #80, #81, #82
#84 Review agent interactions through auditable QA workflows	72	W2	2027-10-15 → 2027-11-01	#63, #82
#154 Author, validate and publish tenant applets safely	96	W1	2027-11-01 → 2027-11-16	#153, #66, #78, #79, #80, #81
#85 Report operational performance and quality metrics	48	W2	2027-11-02 → 2027-11-09	#73, #84, #162
#148 Integrate realtime support artefacts into conversations, QA and reporting	72	W2	2027-11-10 → 2027-11-22	#144, #146, #147, #76, #77, #84, #85
#157 Build bounded tenant-defined operational reports	120	W1	2027-11-17 → 2027-12-07	#50, #79, #85, #155
#156 Expose a live support-operations management dashboard	96	W2	2027-11-23 → 2027-12-11	#73, #85, #155, #150, #148
#141 Track delivery of the approved helpdesk capability extensions	6	W1	2027-12-13 → 2027-12-14	#142, #143, #144, #145, #146, #147, #148, #149, #150, #151, #152, #153, #154, #155, #156, #157, #158

Critical-path issues

#88, #87, #74, #64, #53, #51, #50, #141, #142, #143, #145, #146, #148, #156, #159

Integration sequence

Workspace127 and cost50 begin independently. Residency160 and permissions79 are ready foundations.159observability follows50.129drafts/136waiting state and162metrics feed73SLA,130queues and#137 routing;128workspace integrates them with48/66.140owns final beta.2 acceptance.91journal may proceed independently of64budget implementation;51requires both, then87consumer and88outbox.151→152knowledge unblocks76/77. M8/M9 follow individual prerequisites, not phase-number order.

All original baseline fields are preserved in baseline-snapshot.json. New baseline dates are the approved initial calculated forecast; later shifts change forecast only. If alignment acceptance slips past the anchor, shift forecast with the same calculator and keep baseline history.

Critical networks and resource constraints

Zero-float issues in the dependency-only expanded network: #88, #87, #74, #64, #53, #51, #50, #141, #142, #143, #145, #146, #148, #156, #159.

The beta.2 gate has its own prerequisite closure; an issue can support the expanded roadmap and still block the next operator test. beta2-blocker and Project view 06 expose this closure. The original beta-blocker label remains historical beta.1 evidence.

flowchart LR
 I[127 Interaction contract] --> D[129 Drafts and 136 Waiting state]
 A[79 Capabilities] --> D
 A --> M[162 Operational metrics]
 D --> S[73 Full SLA]
 M --> S
 S --> Q[130 Queues and snooze]
 C[50 Cost contract] --> O[159 Observability]
 O --> B[64 Enforcement]
 B --> Q
 Q --> W[128 Workspace and dependent UX]
 Q --> R[137 Ownership and routing]
 W --> G[140 Beta.2 acceptance]
 R --> G
 C --> J[91 Durable journals]
 J --> N[51 Ingress then 87 Normalization then 88 Outbound]
 K[151 PDF lifecycle] --> T[152 Retrieval contract]
 T --> AI[76 and 77 AI consumers]

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The diagram is selective; the machine graph preserves every prerequisite. Residency #160 can start independently from the completed #19 foundation. #42 production readiness consumes observability/residency evidence and is distinct from beta.2. Integration with future channels remains explicitly owned without forcing existing-identity workspace contracts to wait for every channel.

Effort accounting

New estimates are planning assumptions attached to each new issue, not measurements. They cover bounded implementation plus the 3× allowance. The alignment itself is unbaselined #126; no feature effort or actual completion is fabricated for it. Existing baselines and Planning effort fields are unchanged. The sole explicit existing split is #85 (24h original base): #162 receives 8h and #85 retains 16h remaining. Completed foundations contribute zero remaining hours. Every other additional capability has its own non-duplicated issue estimate. Reforecast remaining work when accepted scope or actual integration evidence changes; do not rewrite historical baseline dates.

Full source traceability: master package. Historical predecessor: Historical-Omnichannel-implementation-roadmap-2026-09-08.

Accepted delivery update — 10 September 2026

#127 interaction contract completed in PR #164, signed merge ec99b5a48a8c9de2c935f0a08423e0461bdd9441, with required checks and Wiki read-back. #48/#79 have started; #50 and #160 are accepted through signed PRs #165 and #166, with Wiki and Project receipts. Permissions #79 is accepted through signed PR #169, including generation-fenced D1 writes, tenant-negative tests and actual Safari/VoiceOver evidence; its Project completion is verified. This recalculation removes only accepted remaining effort. Approved baseline dates are unchanged, including the new issue baselines first published in the alignment. The completed contract retains its historical forecast for comparison.