---
# Default customer-profile template.
# Copy to a Volume, edit, and point CR_PROFILE_TEMPLATE_PATH at it to customize.
# Two declared data sources, both optional:
#   * feature_deviation — top-N deviation rows (right-hand panel; SHAP placeholder)
#   * customer          — single profile row (left column; override per dataset)
# Either source returning empty is rendered gracefully — the section just hides.
data:
  feature_deviation:
    source: "v_account_feature_deviation_topn"
    join_key: "entity_id"
    order_by: "deviation_rank ASC"
    limit: 12
    as_list: true
---
<article class="cr-card cr-tier-{{risk_tier_class risk_tier}}">
  {{#if playbook_name}}
    <nav class="cr-context" aria-label="Customer context">
      <span class="cr-context-eyebrow">Viewing under</span>
      <span class="cr-context-pill cr-context-playbook">{{playbook_name}}</span>
      {{#if archetype_name}}
        <span class="cr-context-sep" aria-hidden="true">›</span>
        <span class="cr-context-pill cr-context-archetype">{{archetype_name}}</span>
      {{/if}}
    </nav>
  {{/if}}
  <header class="cr-hero">
    <div class="cr-hero-id">
      <span class="cr-hero-eyebrow">Customer</span>
      <h1 class="cr-hero-entity">{{entity_id}}</h1>
      <div class="cr-hero-tier">
        <span class="cr-dot"></span>
        <span>{{risk_tier}} risk tier</span>
      </div>
    </div>
    <div class="cr-hero-prob">
      <span class="cr-prob-value">{{fmt_pct churn_probability}}</span>
      <span class="cr-prob-label">churn probability</span>
    </div>
  </header>

  <section class="cr-kpis">
    <div class="cr-kpi">
      <span class="cr-kpi-label">Value at risk</span>
      <span class="cr-kpi-value">{{fmt_currency value_at_risk}}</span>
    </div>
    <div class="cr-kpi cr-kpi-emph">
      <span class="cr-kpi-label">Expected loss</span>
      <span class="cr-kpi-value">{{fmt_currency expected_loss}}</span>
    </div>
    <div class="cr-kpi">
      <span class="cr-kpi-label">Policy rank</span>
      <span class="cr-kpi-value">{{fmt_int policy_rank_among_eligible}}</span>
    </div>
    <div class="cr-kpi">
      <span class="cr-kpi-label">Eligible plays</span>
      <span class="cr-kpi-value">{{fmt_int eligible_playbook_count}}</span>
    </div>
  </section>

  <section class="cr-grid cr-grid-2col">
    <div class="cr-grid-left">
      {{#if customer}}
        <section class="cr-customer-profile">
          <header class="cr-chapter-head">
            <span class="cr-chapter-eyebrow">Customer</span>
            <h2 class="cr-chapter-title">Profile</h2>
          </header>
          <p class="cr-chapter-lead">A dataset-specific template is loaded but did not declare any visible fields. Edit the template's frontmatter and HTML to surface the fields your CSMs need.</p>
        </section>
      {{else}}
        <section class="cr-customer-profile cr-customer-empty">
          <header class="cr-chapter-head">
            <span class="cr-chapter-eyebrow">Customer profile not configured</span>
            <h2 class="cr-chapter-title">Dataset-specific panel pending</h2>
          </header>
          <p class="cr-chapter-lead">No <code>customer</code> data source is declared in the active template. Two things to check:</p>
          <ol class="cr-empty-checklist">
            <li>The <code>apply_profile_override(...)</code> cell in <code>c05_snapshot_and_dashboard</code> has run on the cluster, so the per-dataset HTML is published at <code>/Volumes/&lt;cat&gt;/&lt;sch&gt;/dashboard_templates/&lt;dataset&gt;_profile.html</code>. The app auto-discovers the newest <code>.html</code> there — no env var needed.</li>
            <li>If you want to pin a specific file, set the Databricks App env var <code>CR_PROFILE_TEMPLATE_PATH</code> — it overrides the auto-discovered template.</li>
          </ol>
          <p class="cr-chapter-lead">See <code>docs/ech_notebook_ux_overrides.md</code> (email-churn) or <code>docs/sps_notebook_ux_overrides.md</code> (SPS) for the ready-to-paste cells.</p>
          {{#if _template_diagnostic}}
            <details class="cr-empty-debug">
              <summary class="cr-empty-debug-summary">Debug · template load diagnostic</summary>
              <dl class="cr-empty-debug-list">
                <dt>Status</dt>
                <dd><code>{{_template_diagnostic.status}}</code></dd>
                <dt>Requested path</dt>
                <dd><code>{{#if _template_diagnostic.requested_path}}{{_template_diagnostic.requested_path}}{{else}}(none — env var unset and auto-discovery returned empty){{/if}}</code></dd>
                <dt>Env var <code>CR_PROFILE_TEMPLATE_PATH</code></dt>
                <dd><code>{{#if _template_diagnostic.env_var_set}}set{{else}}unset{{/if}}</code></dd>
                <dt>Loaded from</dt>
                <dd><code>{{_template_diagnostic.loaded_from}}</code></dd>
                <dt>Catalog · Schema</dt>
                <dd><code>{{_template_diagnostic.catalog}}.{{_template_diagnostic.schema}}</code></dd>
                <dt>Parent dir exists</dt>
                <dd><code>{{#if _template_diagnostic.parent_dir_exists}}yes{{else}}no — the app's service principal cannot stat the parent directory; grant READ_VOLUME or wait for the deployed grant to propagate (Stop/Start the app){{/if}}</code></dd>
                {{#if _template_diagnostic.parent_dir_listing}}
                  <dt>Parent dir listing (first 20)</dt>
                  <dd><code>{{_template_diagnostic.parent_dir_listing}}</code></dd>
                {{/if}}
                {{#if _template_diagnostic.error_type}}
                  <dt>Error</dt>
                  <dd><code>{{_template_diagnostic.error_type}}: {{_template_diagnostic.error_message}}</code></dd>
                {{/if}}
                {{#if _template_diagnostic.data_sources}}
                  <dt>Declared data sources</dt>
                  <dd>
                    <ul class="cr-empty-debug-ds">
                      {{#each _template_diagnostic.data_sources}}
                        <li><code>{{this.name}}</code> ← <code>{{this.source}}</code> on <code>{{this.join_key}}</code> · <strong>{{this.status}}</strong> · {{this.row_count}} row(s){{#if this.error}} · <code>{{this.error}}</code>{{/if}}</li>
                      {{/each}}
                    </ul>
                  </dd>
                {{/if}}
              </dl>
            </details>
          {{/if}}
        </section>
      {{/if}}
    </div>
    <div class="cr-grid-right">
      {{#if account_top_shap_features}}
        <section class="cr-shap">
          <header class="cr-chapter-head">
            <span class="cr-chapter-eyebrow">Why this account scored where it did</span>
            <h2 class="cr-chapter-title">Model results interpretation</h2>
            <p class="cr-chapter-lead">Each row is one factor the model leans on for this customer. The number is the customer's actual value, the pill shows where that value sits versus everyone else (very low → very high), and the bar's length and colour show how strongly it moved the churn score — <span class="cr-shap-pos-token">risk-driving</span> (yellow) pushes toward churn, <span class="cr-shap-neg-token">protective</span> (green) pulls away.</p>
          </header>
          <ul class="cr-shap-list">
            {{#each account_top_shap_features}}
              <li class="cr-shap-row {{shap_sign_class this.shap_contribution}}">
                <span class="cr-shap-name" title="{{this.feature}}">{{this.feature}}</span>
                <span class="cr-shap-raw">{{fmt_raw_value this.raw_value}}</span>
                <span class="cr-shap-band {{band_class (quantile_band this.raw_value this.q05 this.q25 this.q75 this.q95)}}">
                  {{quantile_band this.raw_value this.q05 this.q25 this.q75 this.q95}}
                </span>
                <span class="cr-shap-bar-track">
                  <span class="cr-shap-bar" style="width:{{shap_bar_pct this.shap_contribution ../account_top_shap_features}}%"></span>
                </span>
                <span class="cr-shap-direction {{direction_class this.shap_contribution}}">
                  {{direction_phrase this.shap_contribution}}
                </span>
                <details class="cr-shap-math">
                  <summary class="cr-shap-math-summary"><span aria-hidden="true">Model math</span></summary>
                  <dl class="cr-shap-math-list">
                    <dt>Scaled value (z-score)</dt>
                    <dd>{{fmt_shap_value this.value}}</dd>
                    <dt>SHAP contribution (log-odds)</dt>
                    <dd>{{fmt_signed_shap this.shap_contribution}}</dd>
                    {{#if this.z}}
                      <dt>Std. deviations from population mean</dt>
                      <dd>{{fmt_signed_z this.z}}</dd>
                    {{/if}}
                  </dl>
                </details>
              </li>
            {{/each}}
          </ul>
          {{#if feature_dictionary}}
            <details class="cr-feature-provenance">
              <summary class="cr-summary cr-summary-tech">
                <span class="cr-summary-eyebrow">What these factors mean</span>
                <span class="cr-summary-title">Feature dictionary &middot; lineage and definition</span>
                <span class="cr-summary-chevron" aria-hidden="true">›</span>
              </summary>
              <div class="cr-fp-body">
                <p class="cr-fp-lead">Where each factor above comes from, how it's computed, and what it represents in business terms. Pulled from <code>feature_meta</code> + <code>column_descriptions</code> for the latest scoring run.</p>
                <ul class="cr-fp-list">
                  {{#each feature_dictionary}}
                    <li class="cr-fp-row">
                      <header class="cr-fp-head">
                        <code class="cr-fp-feature">{{this.feature}}</code>
                        {{#if this.window_phrase}}<span class="cr-fp-window">{{this.window_phrase}}</span>{{/if}}
                        {{#if this.aggregation_kind}}<span class="cr-fp-agg">{{this.aggregation_kind}}</span>{{/if}}
                      </header>
                      <p class="cr-fp-phrase">{{#if this.business_phrase}}{{this.business_phrase}}{{else}}{{derivation_phrase this.aggregation_kind this.feature this.source_columns this.window_phrase}}{{/if}}</p>
                      <dl class="cr-fp-meta">
                        <dt>How it's computed</dt>
                        <dd>{{derivation_phrase this.aggregation_kind this.feature this.source_columns this.window_phrase}}</dd>
                        {{#if this.source_table}}
                          <dt>Source dataset</dt>
                          <dd><code>{{this.source_table}}</code></dd>
                        {{/if}}
                        {{#if this.source_columns}}
                          <dt>Source columns</dt>
                          <dd>
                            {{#each this.source_columns}}
                              <code class="cr-fp-col">{{this}}</code>
                            {{/each}}
                          </dd>
                        {{/if}}
                        {{#if this.source_column_defs}}
                          <dt>Column definitions</dt>
                          <dd>
                            <ul class="cr-fp-defs">
                              {{#each this.source_column_defs}}
                                <li><code>{{this.column_name}}</code> &mdash; {{#if this.business_definition}}{{this.business_definition}}{{else}}(definition not yet curated){{/if}}</li>
                              {{/each}}
                            </ul>
                          </dd>
                        {{/if}}
                      </dl>
                    </li>
                  {{/each}}
                </ul>
              </div>
            </details>
          {{/if}}
        </section>
      {{/if}}
      {{#if feature_deviation}}
        <section class="cr-deviation cr-deviation-secondary">
          <header class="cr-chapter-head">
            <span class="cr-chapter-eyebrow">Vs. training population</span>
            <h2 class="cr-chapter-title">How this customer compares</h2>
            <p class="cr-chapter-lead">Bars show z-score vs. the training population (capped at ±3σ). Use as a reality-check on the SHAP drivers above — does the model lean on features where the customer actually deviates?</p>
          </header>
          <ul class="cr-dev-list">
            {{#each feature_deviation}}
              <li class="cr-dev-row {{dev_sign_class this.z}}">
                <span class="cr-dev-name" title="{{this.feature_name}}">{{this.feature_name}}</span>
                <span class="cr-dev-value">{{fmt_float this.feature_value 3}}</span>
                <span class="cr-dev-bar-track">
                  <span class="cr-dev-bar" style="width:{{dev_bar_pct this.z}}%"></span>
                </span>
                <span class="cr-dev-score">{{fmt_signed_z this.z}}</span>
              </li>
            {{/each}}
          </ul>
        </section>
      {{/if}}
    </div>
  </section>

  <details class="cr-card-section cr-action {{#if recommended}}cr-action-ok{{else}}{{#if is_holdout}}cr-action-holdout{{else}}cr-action-warn{{/if}}{{/if}}">
    <summary class="cr-summary">
      <span class="cr-summary-glyph">{{#if recommended}}✓{{else}}◎{{/if}}</span>
      <span class="cr-summary-text">
        <span class="cr-summary-eyebrow">{{#if recommended}}Recommended action{{else}}{{#if is_holdout}}Holdout{{else}}Not recommended{{/if}}{{/if}}</span>
        <span class="cr-summary-title">{{playbook_name}}</span>
      </span>
      {{#if expected_uplift_pct}}<span class="cr-pill cr-pill-uplift">Expected uplift · {{fmt_pct expected_uplift_pct}}</span>{{/if}}
      <span class="cr-summary-chevron" aria-hidden="true">›</span>
    </summary>
    <div class="cr-card-body">
      {{#if playbook_description}}<p class="cr-prose">{{playbook_description}}</p>{{/if}}
      {{#if playbook_when_applicable}}
        <div class="cr-block">
          <span class="cr-block-label">When this play helps</span>
          <div class="cr-prose">{{playbook_when_applicable}}</div>
        </div>
      {{/if}}
      {{#if playbook_time_zero_definition}}
        <div class="cr-block">
          <span class="cr-block-label">Time-zero definition</span>
          <div class="cr-prose">{{playbook_time_zero_definition}}</div>
        </div>
      {{/if}}
      {{#if playbook_analysis_population_rule}}
        <div class="cr-block">
          <span class="cr-block-label">Analysis population</span>
          <div class="cr-prose">{{playbook_analysis_population_rule}}</div>
        </div>
      {{/if}}
      {{#if alternate_playbooks}}
        <div class="cr-block">
          <span class="cr-block-label">Other applicable playbooks</span>
          <div class="cr-alts">
            {{#each alternate_playbooks}}
              <span class="cr-alt">
                <span class="cr-alt-name">{{this.playbook_name}}</span>
                {{#if this.fit_score}}<span class="cr-alt-fit">{{fmt_pct this.fit_score}} match</span>{{/if}}
                {{#if this.expected_uplift_pct}}<span class="cr-alt-uplift">+{{fmt_pct this.expected_uplift_pct}}</span>{{/if}}
              </span>
            {{/each}}
          </div>
        </div>
      {{/if}}
    </div>
  </details>

  <details class="cr-card-section cr-archetype">
    <summary class="cr-summary">
      <span class="cr-summary-glyph">◇</span>
      <span class="cr-summary-text">
        <span class="cr-summary-eyebrow">Archetype</span>
        <span class="cr-summary-title">{{archetype_name}}</span>
      </span>
      {{#if policy_fit_score}}<span class="cr-pill cr-pill-match">{{fmt_pct policy_fit_score}} match</span>{{/if}}
      {{#if policy_fit_tier}}<span class="cr-pill cr-pill-fit cr-pill-{{fit_tier_class policy_fit_tier}}">{{fit_tier_label policy_fit_tier}}</span>{{/if}}
      {{#if archetype_cluster_size}}<span class="cr-stat-pill">{{fmt_int archetype_cluster_size}} customers</span>{{/if}}
      {{#if archetype_mean_churn_probability}}<span class="cr-stat-pill">avg {{fmt_pct archetype_mean_churn_probability}} churn</span>{{/if}}
      <span class="cr-summary-chevron" aria-hidden="true">›</span>
    </summary>
    <div class="cr-card-body">
      {{#if archetype_description}}
        <div class="cr-block">
          <span class="cr-block-label">Description</span>
          <div class="cr-prose">{{archetype_description}}</div>
        </div>
      {{/if}}
      {{#if archetype_rationale}}
        <div class="cr-block">
          <span class="cr-block-label">Why this customer matches</span>
          <div class="cr-prose">{{archetype_rationale}}</div>
        </div>
      {{/if}}
      {{#if policy_rationale}}
        <div class="cr-block">
          <span class="cr-block-label">Policy rationale</span>
          <div class="cr-prose">{{policy_rationale}}</div>
        </div>
      {{/if}}
      {{#if eligibility_evidence}}
        <div class="cr-block">
          <span class="cr-block-label">Evidence on this customer</span>
          <div class="cr-prose">{{eligibility_evidence}}</div>
        </div>
      {{/if}}
      <details class="cr-card-nested">
        <summary class="cr-summary cr-summary-tech">
          <span class="cr-summary-eyebrow">Technical details</span>
          <span class="cr-summary-chevron" aria-hidden="true">›</span>
        </summary>
        <div class="cr-card-body">
          {{#if archetype_feature_thresholds}}
            <div class="cr-block">
              <span class="cr-block-label">Feature thresholds</span>
              <pre class="cr-mono">{{archetype_feature_thresholds}}</pre>
            </div>
          {{/if}}
          {{#if policy_eligibility_rules_prose}}
            <div class="cr-block">
              <span class="cr-block-label">Eligibility rules · prose</span>
              <div class="cr-prose">{{policy_eligibility_rules_prose}}</div>
            </div>
          {{/if}}
          {{#if eligibility_rules_sql}}
            <div class="cr-block">
              <span class="cr-block-label">Eligibility predicate · SQL</span>
              <pre class="cr-mono">{{eligibility_rules_sql}}</pre>
            </div>
          {{/if}}
        </div>
      </details>
    </div>
  </details>
</article>