Add complete URT v5.1 taxonomy framework (11 artifacts)
Universal Review Taxonomy v5.1 implementation with: - Track A (Training): A1 Quickstart, A2 QA Protocol, A3 Calibration Set, A4 Full Manual - Track B (Engineering): B1 Code Registry, B2 Database Schema, B3 Owner Routing, B4 API Contract - Track C (Analytics): C1 Issue Lifecycle, C2 KPI Mapping Guide - Track D (Integration): D1 Dashboard Specification Covers 7 domains, 28 categories, 138 subcodes, 16 causal codes, and 7 metadata dimensions. Co-Authored-By: Claude Opus 4.5 <noreply@anthropic.com>
This commit is contained in:
Alejandro Gutiérrez
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urt-taxonomy/track-b-engineering/B1-urt-codes.yaml
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urt-taxonomy/track-b-engineering/B1-urt-codes.yaml
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urt-taxonomy/track-b-engineering/B2-database-schema.sql
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urt-taxonomy/track-b-engineering/B2-database-schema.sql
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urt-taxonomy/track-b-engineering/B3-owner-routing.md
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urt-taxonomy/track-b-engineering/B3-owner-routing.md
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# B3: Owner Routing Matrix Documentation
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## Universal Review Taxonomy v5.1
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**Status**: Production Ready
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**Release Date**: 2026-01-23
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**Prerequisite**: B1-urt-codes.yaml (Code Registry)
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**Configuration File**: B3-owner-routing.yaml
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---
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## Table of Contents
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1. [Overview](#1-overview)
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2. [Routing Resolution Logic](#2-routing-resolution-logic)
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3. [SLA Definitions](#3-sla-definitions)
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4. [Escalation Paths](#4-escalation-paths)
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5. [On-Call Rotation](#5-on-call-rotation)
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6. [Ticketing System Integration](#6-ticketing-system-integration)
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7. [Configuration Examples](#7-configuration-examples)
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8. [Multi-Location Override Patterns](#8-multi-location-override-patterns)
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9. [Special Routing Rules](#9-special-routing-rules)
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10. [Appendix: Domain-Team Mapping](#appendix-domain-team-mapping)
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---
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## 1. Overview
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The Owner Routing Matrix maps URT codes to responsible teams and individuals. When feedback is classified using URT codes, the routing matrix determines:
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- **Who owns the ticket** (primary team)
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- **Who should be notified** (co-owners)
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- **When to escalate** (SLA and intensity rules)
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- **How quickly to respond** (priority-based SLA)
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### Key Principles
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1. **Specificity wins**: More specific routes override less specific ones
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2. **Safety first**: E4 (Safety) issues always take priority
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3. **Intensity drives urgency**: I3 (Strong) triggers auto-escalation
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4. **Primary code determines owner**: Secondary codes add co-owners
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---
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## 2. Routing Resolution Logic
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### Resolution Order
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Routes are resolved in the following order (most specific first):
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```
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subcode_overrides > category_overrides > domain_defaults
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(O1.01) (O1) (O)
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```
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### Resolution Algorithm
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```
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FUNCTION resolve_route(primary_code, secondary_codes, intensity, valence):
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# Step 1: Check subcode-level override
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IF primary_code IN subcode_overrides:
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route = subcode_overrides[primary_code]
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# Step 2: Check category-level override
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ELSE IF category(primary_code) IN category_overrides:
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route = category_overrides[category(primary_code)]
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# Step 3: Fall back to domain default
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ELSE:
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route = domain_defaults[domain(primary_code)]
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# Step 4: Apply intensity modifiers
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IF intensity == "I3":
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route.auto_escalate = TRUE
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route.sla_hours = MIN(route.sla_hours, 4)
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# Step 5: Add co-owners from secondary codes
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FOR code IN secondary_codes:
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co_owner = resolve_route(code, [], intensity, valence)
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route.co_owners.append(co_owner.team)
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# Step 6: Check cross-functional patterns
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all_codes = [primary_code] + secondary_codes
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FOR pattern IN cross_functional_patterns:
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IF pattern.triggered_by(all_codes):
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route = merge_routes(route, pattern.route)
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RETURN route
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```
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### Example Resolutions
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| Primary Code | Category | Domain | Resolution Path | Final Team |
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|--------------|----------|--------|-----------------|------------|
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| E2.02 | E2 | E | subcode_overrides["E2.02"] | engineering |
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| O2.03 | O2 | O | category_overrides["O2"] | quality_control |
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| R4.05 | R4 | R | category_overrides["R4"] | marketing |
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| O3.02 | O3 | O | category_overrides["O3"] | fulfillment |
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---
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## 3. SLA Definitions
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### Priority Levels
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| Priority | Initial Response | Resolution Target | Update Frequency |
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|----------|------------------|-------------------|------------------|
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| **Critical** | 1 hour | 4 hours | Every hour |
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| **High** | 4 hours | 24 hours | Every 4 hours |
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| **Normal** | 24 hours | 72 hours | Daily |
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| **Low** | 48 hours | 1 week | Every 2 days |
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### Intensity-to-Priority Mapping
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| Intensity | Valence | Priority | Auto-Escalate |
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|-----------|---------|----------|---------------|
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| I3 | V- | Critical | Yes |
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| I3 | V+ | High | No |
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| I2 | V- | High | No |
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| I2 | V+ | Normal | No |
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| I1 | V- | Normal | No |
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| I1 | V+ | Low | No |
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### SLA Override Rules
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Certain subcodes have hardcoded SLA overrides that supersede intensity-based SLAs:
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| Subcode | Override SLA | Reason |
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|---------|--------------|--------|
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| E4.01 | 1 hour | Physical safety |
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| E4.02 | 2 hours | Health/hygiene |
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| E4.03 | 1 hour | Security breach |
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| E4.05 | 1 hour | Emergency readiness |
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| A3.05 | 4 hours | Discrimination |
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| R1.04 | 4 hours | Ethics violation |
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---
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## 4. Escalation Paths
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### Escalation Hierarchy Diagram
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```
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+--------+
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| CEO |
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+--------+
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|
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+---------------------+---------------------+
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| | |
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+-------+ +-------+ +-------+
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| CFO | | COO | | CTO |
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+-------+ +-------+ +-------+
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| | |
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+---------------+ +---------------+ +---------------+
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|Finance Director| |Ops Director | |Engineering Lead|
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+---------------+ +---------------+ +---------------+
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| | |
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+---------------+ +---------------+ +---------------+
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| Finance Mgr | | Ops Manager | | Tech Lead |
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+---------------+ +---------------+ +---------------+
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| | |
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+---------------+ +---------------+ +---------------+
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| Finance Team | | Ops Team | | Eng Team |
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+---------------+ +---------------+ +---------------+
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```
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### Domain-Specific Escalation Paths
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```
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O (Offering):
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Team -> Product Mgr -> Product Director -> VP Product -> COO -> CEO
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P (People):
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Team -> HR Manager -> HR Director -> CHRO -> CEO
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J (Journey):
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Team -> Ops Manager -> Ops Director -> COO -> CEO
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E (Environment):
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Physical: Team -> Facilities Mgr -> Facilities Dir -> COO -> CEO
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Digital: Team -> Tech Lead -> Engineering Lead -> CTO -> CEO
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A (Access):
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Team -> Compliance Mgr -> Compliance Dir -> General Counsel -> CEO
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V (Value):
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Team -> Finance Mgr -> Finance Dir -> CFO -> CEO
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R (Relationship):
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Team -> CX Manager -> CX Director -> CMO -> CEO
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(Integrity issues go directly to Leadership -> CEO)
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```
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### Auto-Escalation Triggers
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| Trigger | Condition | Escalation Action |
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|---------|-----------|-------------------|
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| SLA Breach | >100% of SLA elapsed | Escalate +1 level |
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| Repeated Issue | Same code 3x in 30 days | Escalate +1 level |
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| VIP Customer | Flagged account | Notify director immediately |
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| Safety Issue | E4.* with I2+ | Auto-escalate to safety officer |
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| Ethics Issue | R1.04 | Auto-escalate to CEO |
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---
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## 5. On-Call Rotation
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### Coverage Requirements
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| Team | Coverage | Hours | Handles |
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|------|----------|-------|---------|
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| Support | 24/7 | All hours | I3, E4.*, security |
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| Operations | Extended | 06:00-22:00 | J4, J1, high-priority ops |
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| Engineering | On-call | After hours | E2.* critical, outages |
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### On-Call Responsibilities
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**Primary On-Call (Support)**:
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- Monitor all incoming I3 (critical) tickets
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- Triage E4 (safety) issues immediately
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- Escalate security incidents (E4.03)
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- Acknowledge all critical tickets within 15 minutes
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**Secondary On-Call (Operations)**:
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- Handle J4 (resolution) escalations
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- Address J1 (timing) issues affecting active customers
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- Coordinate with primary on-call for cross-functional issues
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### Holiday Coverage
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- Minimum: Support team on-call
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- SLA multiplier: 1.5x (extended response times)
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- Escalation: Only for critical/safety issues
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- Other tickets: Queued for next business day
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---
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## 6. Ticketing System Integration
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### Webhook Payload Structure
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When integrating with ticketing systems, the routing matrix produces:
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```json
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{
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"ticket": {
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"urt_code": "P1.02",
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"intensity": "I3",
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"valence": "V-",
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"routing": {
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"primary_team": "hr",
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"primary_email": "hr@example.com",
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"escalation_contact": "hr_director",
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"co_owners": ["training"],
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"priority": "critical",
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"sla_hours": 4,
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"auto_escalate": true
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},
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"tags": ["people", "attitude", "respect", "critical"],
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"metadata": {
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"resolution_path": "subcode_override",
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"pattern_matched": null
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}
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}
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}
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```
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### Supported Integrations
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| System | Integration Method | Notes |
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|--------|-------------------|-------|
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| Zendesk | Webhook + Triggers | Map teams to groups |
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| Jira Service Management | REST API | Map to request types |
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| Freshdesk | Webhook | Map teams to agent groups |
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| Intercom | API | Map to team inboxes |
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| Custom | Generic webhook | Use payload above |
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### Field Mapping
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| URT Field | Zendesk | Jira | Freshdesk |
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|-----------|---------|------|-----------|
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| primary_team | Group | Project | Group |
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| priority | Priority | Priority | Priority |
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| urt_code | Custom Field | Label | Tag |
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| sla_hours | SLA Policy | SLA | SLA Policy |
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| co_owners | CCs | Watchers | CCs |
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---
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## 7. Configuration Examples
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### Restaurant Configuration
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```yaml
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# Restaurant-specific overrides
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category_overrides:
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O1:
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team: "kitchen"
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escalation: "head_chef"
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notes: "Food function issues go to kitchen"
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O2:
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team: "kitchen"
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escalation: "head_chef"
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notes: "Food quality is kitchen responsibility"
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E1:
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team: "front_of_house"
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escalation: "foh_manager"
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notes: "Physical space is FOH concern"
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P1:
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team: "front_of_house"
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escalation: "foh_manager"
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notes: "Server attitude is FOH responsibility"
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subcode_overrides:
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J1.01: # Wait time
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team: "host_station"
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escalation: "foh_manager"
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J1.05: # Pacing
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team: "kitchen"
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escalation: "head_chef"
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notes: "Pacing often kitchen-driven"
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```
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### SaaS Company Configuration
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```yaml
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# SaaS-specific overrides
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category_overrides:
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O1:
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team: "engineering"
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escalation: "engineering_lead"
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notes: "Product function is eng responsibility"
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E2:
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team: "product"
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escalation: "product_director"
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notes: "Digital experience is product"
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J3:
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team: "devops"
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escalation: "sre_lead"
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notes: "Reliability is SRE concern"
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subcode_overrides:
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E2.03: # Performance
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team: "sre"
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escalation: "sre_lead"
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auto_escalate: true
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notes: "Performance issues often infra"
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J3.03: # System availability
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team: "sre"
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escalation: "sre_lead"
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auto_escalate: true
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sla_override_hours: 1
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```
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### Healthcare Provider Configuration
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```yaml
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# Healthcare-specific overrides
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category_overrides:
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O1:
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team: "clinical"
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escalation: "chief_medical_officer"
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notes: "Treatment outcomes are clinical"
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P2:
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team: "clinical"
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escalation: "chief_medical_officer"
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notes: "Clinical competence"
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E4:
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team: "compliance"
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escalation: "compliance_director"
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auto_escalate: true
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notes: "All safety issues are compliance"
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subcode_overrides:
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A3.03: # Dietary/Medical accommodations
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team: "clinical"
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escalation: "chief_nursing_officer"
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notes: "Medical accommodations are clinical"
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E4.02: # Health/Hygiene
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team: "infection_control"
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escalation: "chief_medical_officer"
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auto_escalate: true
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sla_override_hours: 1
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```
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### Retail Store Configuration
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```yaml
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# Retail-specific overrides
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category_overrides:
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O1:
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team: "merchandising"
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escalation: "merchandising_director"
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O3:
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team: "inventory"
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escalation: "inventory_manager"
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A1:
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team: "store_ops"
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escalation: "store_director"
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P1:
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team: "store_ops"
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escalation: "store_manager"
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subcode_overrides:
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A1.03: # Inventory
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team: "inventory"
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escalation: "inventory_manager"
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J1.01: # Wait time (checkout)
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team: "store_ops"
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escalation: "store_manager"
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```
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---
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## 8. Multi-Location Override Patterns
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### Location-Specific Routing
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For businesses with multiple locations, use location prefixes:
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```yaml
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# Location-specific team definitions
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teams:
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store_001_ops:
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name: "Store 001 Operations"
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email: "store001-ops@example.com"
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manager: "store_001_manager"
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location: "store_001"
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store_002_ops:
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name: "Store 002 Operations"
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email: "store002-ops@example.com"
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manager: "store_002_manager"
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location: "store_002"
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# Location override rules
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location_routing:
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enabled: true
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# Default: route to location team if exists
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resolution_order:
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1: "location_team" # e.g., store_001_ops
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2: "regional_team" # e.g., west_region_ops
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3: "central_team" # e.g., operations
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# Escalation: location -> regional -> central
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escalation_path:
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location: "regional"
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regional: "central"
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central: "executive"
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```
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### Regional Aggregation
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```yaml
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regional_routing:
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west_region:
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locations: ["store_001", "store_002", "store_003"]
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regional_team: "west_ops"
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regional_director: "west_director"
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east_region:
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locations: ["store_004", "store_005", "store_006"]
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regional_team: "east_ops"
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regional_director: "east_director"
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# Pattern: systemic issues across multiple locations escalate regionally
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multi_location_patterns:
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same_issue_multiple_locations:
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threshold: 3
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window_days: 7
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action: "escalate_to_regional"
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notes: "Same issue at 3+ locations triggers regional review"
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```
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### Franchise Model
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||||
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```yaml
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franchise_routing:
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# Franchisee handles local issues
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franchisee_owned:
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- "P1" # Staff attitude
|
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- "P2" # Staff competence
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||||
- "E1" # Physical space
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- "J1" # Timing
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# Franchisor handles brand/system issues
|
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franchisor_owned:
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- "O1" # Product function (brand standards)
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||||
- "O2" # Product quality (brand standards)
|
||||
- "R1" # Integrity (brand reputation)
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||||
- "V2" # Transparency (policy)
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||||
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||||
# Shared responsibility
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||||
shared:
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||||
- "E4" # Safety (both)
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||||
- "A3" # Inclusivity (both)
|
||||
```
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||||
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||||
---
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||||
|
||||
## 9. Special Routing Rules
|
||||
|
||||
### Multi-Code Span Routing
|
||||
|
||||
When a span has multiple codes:
|
||||
|
||||
```
|
||||
Primary: P1.02 (Respect) - I3
|
||||
Secondary: V2.04 (Terms Fairness)
|
||||
|
||||
Resolution:
|
||||
1. Primary team: HR (from P1.02)
|
||||
2. Co-owner: Legal (from V2.04)
|
||||
3. Priority: Critical (from I3)
|
||||
4. Escalation: HR Director + General Counsel notified
|
||||
```
|
||||
|
||||
**Priority Domain Order** (for conflict resolution):
|
||||
1. E4 (Safety) - always first
|
||||
2. R1 (Integrity/Ethics)
|
||||
3. A3 (Discrimination)
|
||||
4. P (People)
|
||||
5. V (Value)
|
||||
6. J (Journey)
|
||||
7. O (Offering)
|
||||
8. E (non-safety)
|
||||
9. A (non-discrimination)
|
||||
10. R (non-integrity)
|
||||
|
||||
### Valence Differentiation
|
||||
|
||||
| Valence | Routing Behavior |
|
||||
|---------|------------------|
|
||||
| V+ | Route to recognition workflow, lower priority |
|
||||
| V- | Standard routing, priority by intensity |
|
||||
| V0 | Log only, no ticket created |
|
||||
| V+- | Route as V-, note positive elements |
|
||||
|
||||
**V+ Special Handling**:
|
||||
- Positive feedback about staff (P domain, V+) routes to HR for recognition
|
||||
- Positive feedback about product (O domain, V+) routes to marketing for testimonial potential
|
||||
- SLA: 48 hours (acknowledgment, not resolution)
|
||||
|
||||
### Causal Code Routing
|
||||
|
||||
Causal codes indicate root cause and route to strategic teams:
|
||||
|
||||
| Layer | Codes | Typical Route | Purpose |
|
||||
|-------|-------|---------------|---------|
|
||||
| Conditions | CD-* | Operational teams | Fix immediate cause |
|
||||
| Management | MG-* | Management | Address management gap |
|
||||
| Systemic | SY-* | Leadership | Strategic intervention |
|
||||
|
||||
**Example**:
|
||||
```
|
||||
Review: "Staff seemed exhausted and made mistakes"
|
||||
Primary: J3.05 (Error Rate)
|
||||
Causal: CD-S (Staff State) -> MG-P (Planning) -> SY-H (Human Capital)
|
||||
|
||||
Routing:
|
||||
- Ticket: Operations (for immediate errors)
|
||||
- Root cause ticket: HR (staffing/wellness)
|
||||
- Strategic flag: Leadership (compensation/retention review)
|
||||
```
|
||||
|
||||
### Cross-Functional Triggers
|
||||
|
||||
Certain code combinations automatically involve multiple teams:
|
||||
|
||||
| Pattern | Trigger Codes | Teams Involved |
|
||||
|---------|---------------|----------------|
|
||||
| Security Breach | E4.03 + R1.04 | Security, Legal, Leadership |
|
||||
| Discrimination | A3.05 + P1.02 | HR, Legal, DEI |
|
||||
| Billing Dispute | V1.04 + V2.02 | Billing, Legal, CX |
|
||||
| Product Failure (Critical) | O1.01 (I3) | Engineering, QA, CX |
|
||||
| Systemic Issue | SY-* codes | Leadership, Operations |
|
||||
|
||||
---
|
||||
|
||||
## Appendix: Domain-Team Mapping
|
||||
|
||||
### Complete Domain-to-Team Matrix
|
||||
|
||||
| Domain | Category | Default Team | Escalation Path |
|
||||
|--------|----------|--------------|-----------------|
|
||||
| **O** | O1 Function | product_engineering | eng_lead -> product_dir |
|
||||
| | O2 Quality | quality_control | qa_mgr -> product_dir |
|
||||
| | O3 Completeness | fulfillment | fulfillment_mgr -> ops_dir |
|
||||
| | O4 Fit | product | product_mgr -> product_dir |
|
||||
| **P** | P1 Attitude | hr_training | hr_dir |
|
||||
| | P2 Competence | training | training_mgr -> hr_dir |
|
||||
| | P3 Responsiveness | operations | ops_mgr -> ops_dir |
|
||||
| | P4 Communication | training | training_mgr -> hr_dir |
|
||||
| **J** | J1 Timing | operations | ops_mgr -> ops_dir |
|
||||
| | J2 Ease | process_improvement | ops_dir |
|
||||
| | J3 Reliability | operations | ops_mgr -> ops_dir |
|
||||
| | J4 Resolution | customer_service | cx_dir |
|
||||
| **E** | E1 Physical | facilities | facilities_mgr -> facilities_dir |
|
||||
| | E2 Digital | it | tech_lead -> cto |
|
||||
| | E3 Ambiance | facilities | facilities_mgr -> facilities_dir |
|
||||
| | E4 Safety | safety | safety_officer -> coo |
|
||||
| **A** | A1 Availability | operations | ops_mgr -> ops_dir |
|
||||
| | A2 Accessibility | accessibility | accessibility_lead -> compliance_dir |
|
||||
| | A3 Inclusivity | dei | dei_dir -> hr_dir |
|
||||
| | A4 Convenience | operations | ops_mgr -> ops_dir |
|
||||
| **V** | V1 Price | pricing | pricing_mgr -> finance_dir |
|
||||
| | V2 Transparency | legal | legal_counsel -> general_counsel |
|
||||
| | V3 Effort | cx | cx_mgr -> cx_dir |
|
||||
| | V4 Worth | leadership | cx_dir -> cmo -> ceo |
|
||||
| **R** | R1 Integrity | leadership | legal -> ceo |
|
||||
| | R2 Dependability | operations | ops_dir -> coo |
|
||||
| | R3 Recovery | cx | cx_mgr -> cx_dir |
|
||||
| | R4 Loyalty | marketing | marketing_mgr -> cmo |
|
||||
|
||||
---
|
||||
|
||||
## Version History
|
||||
|
||||
| Version | Date | Changes |
|
||||
|---------|------|---------|
|
||||
| 1.0 | 2026-01-23 | Initial release with URT v5.1 |
|
||||
|
||||
---
|
||||
|
||||
*This document is part of Track B (Engineering/Implementation) for the Universal Review Taxonomy v5.1.*
|
||||
692
urt-taxonomy/track-b-engineering/B3-owner-routing.yaml
Normal file
692
urt-taxonomy/track-b-engineering/B3-owner-routing.yaml
Normal file
@@ -0,0 +1,692 @@
|
||||
# =============================================================================
|
||||
# B3: Owner Routing Matrix
|
||||
# Universal Review Taxonomy v5.1
|
||||
# =============================================================================
|
||||
#
|
||||
# Maps URT codes to responsible teams/individuals for ticket routing.
|
||||
# Resolution order: subcode_overrides > category_overrides > domain_defaults
|
||||
#
|
||||
# Status: Production Ready
|
||||
# Release Date: 2026-01-23
|
||||
# Prerequisite: B1-urt-codes.yaml (Code Registry)
|
||||
# =============================================================================
|
||||
|
||||
version: "5.1"
|
||||
status: "production"
|
||||
release_date: "2026-01-23"
|
||||
|
||||
# =============================================================================
|
||||
# ROUTING RULES
|
||||
# =============================================================================
|
||||
|
||||
routing_rules:
|
||||
|
||||
# ---------------------------------------------------------------------------
|
||||
# DOMAIN DEFAULTS
|
||||
# Baseline routing for each of the 7 experience domains
|
||||
# ---------------------------------------------------------------------------
|
||||
domain_defaults:
|
||||
O:
|
||||
team: "product"
|
||||
escalation: "product_director"
|
||||
description: "Core product/service delivery issues"
|
||||
typical_response: "Product review, quality control audit"
|
||||
|
||||
P:
|
||||
team: "hr"
|
||||
escalation: "hr_director"
|
||||
description: "Personnel behavior and performance issues"
|
||||
typical_response: "Staff coaching, training intervention"
|
||||
|
||||
J:
|
||||
team: "operations"
|
||||
escalation: "operations_director"
|
||||
description: "Process, timing, and operational flow issues"
|
||||
typical_response: "Process improvement, workflow optimization"
|
||||
|
||||
E:
|
||||
team: "facilities"
|
||||
escalation: "facilities_director"
|
||||
description: "Physical and digital environment issues"
|
||||
typical_response: "Maintenance dispatch, IT ticket"
|
||||
|
||||
A:
|
||||
team: "compliance"
|
||||
escalation: "compliance_director"
|
||||
description: "Availability, accessibility, and inclusivity issues"
|
||||
typical_response: "Accessibility audit, policy review"
|
||||
|
||||
V:
|
||||
team: "finance"
|
||||
escalation: "finance_director"
|
||||
description: "Pricing, value, and cost-related issues"
|
||||
typical_response: "Pricing review, refund authorization"
|
||||
|
||||
R:
|
||||
team: "leadership"
|
||||
escalation: "ceo"
|
||||
description: "Trust, relationship, and organizational integrity issues"
|
||||
typical_response: "Executive review, strategic response"
|
||||
|
||||
# ---------------------------------------------------------------------------
|
||||
# CATEGORY-LEVEL OVERRIDES
|
||||
# More specific routing for category-level patterns
|
||||
# ---------------------------------------------------------------------------
|
||||
category_overrides:
|
||||
# Offering categories
|
||||
O1:
|
||||
team: "product_engineering"
|
||||
escalation: "engineering_lead"
|
||||
notes: "Function issues often require technical investigation"
|
||||
O2:
|
||||
team: "quality_control"
|
||||
escalation: "qa_manager"
|
||||
notes: "Quality issues route to QC team"
|
||||
O3:
|
||||
team: "fulfillment"
|
||||
escalation: "fulfillment_manager"
|
||||
notes: "Completeness issues often involve shipping/delivery"
|
||||
O4:
|
||||
team: "product"
|
||||
escalation: "product_manager"
|
||||
notes: "Fit issues inform product development"
|
||||
|
||||
# People categories
|
||||
P1:
|
||||
team: "hr_training"
|
||||
escalation: "hr_director"
|
||||
notes: "Attitude issues require coaching/culture work"
|
||||
P2:
|
||||
team: "training"
|
||||
escalation: "training_manager"
|
||||
notes: "Competence issues indicate training gaps"
|
||||
P3:
|
||||
team: "operations"
|
||||
escalation: "operations_manager"
|
||||
notes: "Responsiveness often tied to operational capacity"
|
||||
P4:
|
||||
team: "training"
|
||||
escalation: "training_manager"
|
||||
notes: "Communication skills are trainable"
|
||||
|
||||
# Journey categories
|
||||
J1:
|
||||
team: "operations"
|
||||
escalation: "operations_manager"
|
||||
notes: "Timing issues require process optimization"
|
||||
J2:
|
||||
team: "process_improvement"
|
||||
escalation: "operations_director"
|
||||
notes: "Ease/friction issues benefit from process redesign"
|
||||
J3:
|
||||
team: "operations"
|
||||
escalation: "operations_manager"
|
||||
notes: "Reliability issues need root cause analysis"
|
||||
J4:
|
||||
team: "customer_service"
|
||||
escalation: "cx_director"
|
||||
notes: "Resolution issues are CX team primary focus"
|
||||
|
||||
# Environment categories
|
||||
E1:
|
||||
team: "facilities"
|
||||
escalation: "facilities_manager"
|
||||
notes: "Physical space issues"
|
||||
E2:
|
||||
team: "it"
|
||||
escalation: "cto"
|
||||
notes: "Digital space issues route to IT/Engineering"
|
||||
E3:
|
||||
team: "facilities"
|
||||
escalation: "facilities_manager"
|
||||
notes: "Ambiance is facility management concern"
|
||||
E4:
|
||||
team: "safety"
|
||||
escalation: "safety_officer"
|
||||
notes: "Safety issues require immediate attention"
|
||||
|
||||
# Access categories
|
||||
A1:
|
||||
team: "operations"
|
||||
escalation: "operations_director"
|
||||
notes: "Availability is operational capacity"
|
||||
A2:
|
||||
team: "accessibility"
|
||||
escalation: "compliance_director"
|
||||
notes: "Accessibility requires specialized audit"
|
||||
A3:
|
||||
team: "dei"
|
||||
escalation: "dei_director"
|
||||
notes: "Inclusivity issues route to DEI team"
|
||||
A4:
|
||||
team: "operations"
|
||||
escalation: "operations_manager"
|
||||
notes: "Convenience is operational concern"
|
||||
|
||||
# Value categories
|
||||
V1:
|
||||
team: "pricing"
|
||||
escalation: "finance_director"
|
||||
notes: "Price issues need pricing team review"
|
||||
V2:
|
||||
team: "legal"
|
||||
escalation: "general_counsel"
|
||||
notes: "Transparency issues may have legal implications"
|
||||
V3:
|
||||
team: "cx"
|
||||
escalation: "cx_director"
|
||||
notes: "Effort issues are customer experience concern"
|
||||
V4:
|
||||
team: "leadership"
|
||||
escalation: "ceo"
|
||||
notes: "Worth/satisfaction is strategic concern"
|
||||
|
||||
# Relationship categories
|
||||
R1:
|
||||
team: "leadership"
|
||||
escalation: "ceo"
|
||||
notes: "Integrity issues are executive concern"
|
||||
R2:
|
||||
team: "operations"
|
||||
escalation: "coo"
|
||||
notes: "Dependability reflects operational excellence"
|
||||
R3:
|
||||
team: "cx"
|
||||
escalation: "cx_director"
|
||||
notes: "Recovery is core CX competency"
|
||||
R4:
|
||||
team: "marketing"
|
||||
escalation: "cmo"
|
||||
notes: "Loyalty is marketing/retention concern"
|
||||
|
||||
# ---------------------------------------------------------------------------
|
||||
# SUBCODE-LEVEL OVERRIDES
|
||||
# Most specific routing for individual subcodes
|
||||
# ---------------------------------------------------------------------------
|
||||
subcode_overrides:
|
||||
# Critical safety subcodes - always escalate
|
||||
E4.01:
|
||||
team: "safety"
|
||||
escalation: "safety_officer"
|
||||
auto_escalate: true
|
||||
sla_override_hours: 1
|
||||
notes: "Physical safety is always critical"
|
||||
E4.02:
|
||||
team: "safety"
|
||||
escalation: "safety_officer"
|
||||
auto_escalate: true
|
||||
sla_override_hours: 2
|
||||
notes: "Health/hygiene requires immediate attention"
|
||||
E4.05:
|
||||
team: "safety"
|
||||
escalation: "safety_officer"
|
||||
auto_escalate: true
|
||||
sla_override_hours: 1
|
||||
notes: "Emergency readiness is critical"
|
||||
|
||||
# Digital/IT specific subcodes
|
||||
E2.01:
|
||||
team: "ux_design"
|
||||
escalation: "ux_lead"
|
||||
notes: "Interface design issues route to UX"
|
||||
E2.02:
|
||||
team: "engineering"
|
||||
escalation: "engineering_lead"
|
||||
notes: "Digital functionality is engineering concern"
|
||||
E2.03:
|
||||
team: "devops"
|
||||
escalation: "cto"
|
||||
notes: "Performance issues may be infrastructure"
|
||||
E2.04:
|
||||
team: "ux_design"
|
||||
escalation: "ux_lead"
|
||||
notes: "Navigation is UX concern"
|
||||
E2.05:
|
||||
team: "mobile_engineering"
|
||||
escalation: "mobile_lead"
|
||||
notes: "Mobile experience routes to mobile team"
|
||||
|
||||
# Discrimination - always escalate
|
||||
A3.05:
|
||||
team: "hr"
|
||||
escalation: "hr_director"
|
||||
auto_escalate: true
|
||||
sla_override_hours: 4
|
||||
co_owner: "legal"
|
||||
notes: "Equal treatment issues require HR and legal"
|
||||
|
||||
# Accessibility compliance
|
||||
A2.01:
|
||||
team: "facilities"
|
||||
escalation: "compliance_director"
|
||||
co_owner: "accessibility"
|
||||
notes: "Physical accessibility may require ADA compliance"
|
||||
A2.02:
|
||||
team: "accessibility"
|
||||
escalation: "compliance_director"
|
||||
notes: "Visual accessibility is WCAG concern"
|
||||
A2.03:
|
||||
team: "accessibility"
|
||||
escalation: "compliance_director"
|
||||
notes: "Hearing accessibility is compliance concern"
|
||||
A2.04:
|
||||
team: "ux_design"
|
||||
escalation: "compliance_director"
|
||||
notes: "Cognitive accessibility affects design"
|
||||
A2.05:
|
||||
team: "engineering"
|
||||
escalation: "compliance_director"
|
||||
notes: "Digital accessibility requires eng work"
|
||||
|
||||
# Security breaches
|
||||
E4.03:
|
||||
team: "security"
|
||||
escalation: "cso"
|
||||
auto_escalate: true
|
||||
sla_override_hours: 1
|
||||
notes: "Security incidents require immediate response"
|
||||
|
||||
# Ethics/integrity - executive level
|
||||
R1.04:
|
||||
team: "leadership"
|
||||
escalation: "ceo"
|
||||
auto_escalate: true
|
||||
sla_override_hours: 4
|
||||
co_owner: "legal"
|
||||
notes: "Ethics issues are executive priority"
|
||||
|
||||
# Billing/refund specific
|
||||
V1.04:
|
||||
team: "billing"
|
||||
escalation: "finance_director"
|
||||
notes: "Hidden costs need billing team review"
|
||||
V2.02:
|
||||
team: "billing"
|
||||
escalation: "finance_director"
|
||||
co_owner: "legal"
|
||||
notes: "Fee disclosure may have compliance implications"
|
||||
V2.04:
|
||||
team: "legal"
|
||||
escalation: "general_counsel"
|
||||
notes: "Terms fairness is legal concern"
|
||||
|
||||
# Staff-specific issues
|
||||
P1.02:
|
||||
team: "hr"
|
||||
escalation: "hr_director"
|
||||
notes: "Respect issues need HR intervention"
|
||||
P2.04:
|
||||
team: "hr"
|
||||
escalation: "hr_director"
|
||||
notes: "Professionalism is HR concern"
|
||||
|
||||
# ---------------------------------------------------------------------------
|
||||
# INTENSITY-BASED ESCALATION
|
||||
# SLA and escalation rules by sentiment intensity
|
||||
# ---------------------------------------------------------------------------
|
||||
intensity_escalation:
|
||||
I3:
|
||||
auto_escalate: true
|
||||
sla_hours: 4
|
||||
notification_level: "director"
|
||||
priority: "critical"
|
||||
description: "Strong negative - requires immediate attention"
|
||||
I2:
|
||||
auto_escalate: false
|
||||
sla_hours: 24
|
||||
notification_level: "manager"
|
||||
priority: "high"
|
||||
description: "Moderate negative - standard priority"
|
||||
I1:
|
||||
auto_escalate: false
|
||||
sla_hours: 72
|
||||
notification_level: "team"
|
||||
priority: "normal"
|
||||
description: "Mild negative - normal queue"
|
||||
|
||||
# ---------------------------------------------------------------------------
|
||||
# VALENCE-BASED ROUTING MODIFIERS
|
||||
# Different handling for positive vs negative feedback
|
||||
# ---------------------------------------------------------------------------
|
||||
valence_routing:
|
||||
"V+":
|
||||
action: "acknowledge"
|
||||
sla_hours: 48
|
||||
team_modifier: null
|
||||
notes: "Positive feedback routes to recognition workflow"
|
||||
"V-":
|
||||
action: "resolve"
|
||||
sla_hours: null # Uses intensity-based SLA
|
||||
team_modifier: null
|
||||
notes: "Negative feedback uses standard routing"
|
||||
"V0":
|
||||
action: "log"
|
||||
sla_hours: null # No SLA for neutral
|
||||
team_modifier: null
|
||||
notes: "Neutral observations logged for analytics"
|
||||
"V+-":
|
||||
action: "resolve"
|
||||
sla_hours: null
|
||||
team_modifier: null
|
||||
notes: "Mixed feedback prioritizes negative element"
|
||||
|
||||
# ---------------------------------------------------------------------------
|
||||
# CAUSAL CODE ROUTING
|
||||
# Routes for root cause analysis codes
|
||||
# ---------------------------------------------------------------------------
|
||||
causal_routing:
|
||||
# Conditions layer
|
||||
"CD-S":
|
||||
team: "hr"
|
||||
escalation: "hr_director"
|
||||
notes: "Staff state issues - HR/wellness concern"
|
||||
"CD-T":
|
||||
team: "operations"
|
||||
escalation: "operations_manager"
|
||||
notes: "Team dynamics - operational leadership"
|
||||
"CD-E":
|
||||
team: "facilities"
|
||||
escalation: "facilities_manager"
|
||||
notes: "Equipment issues - facilities/IT"
|
||||
"CD-F":
|
||||
team: "facilities"
|
||||
escalation: "facilities_director"
|
||||
notes: "Facility issues - maintenance"
|
||||
"CD-O":
|
||||
team: "operations"
|
||||
escalation: "operations_director"
|
||||
notes: "Operational conditions - ops leadership"
|
||||
|
||||
# Management layer
|
||||
"MG-P":
|
||||
team: "operations"
|
||||
escalation: "operations_director"
|
||||
notes: "Planning failures - ops management"
|
||||
"MG-T":
|
||||
team: "training"
|
||||
escalation: "hr_director"
|
||||
notes: "Training gaps - L&D team"
|
||||
"MG-O":
|
||||
team: "operations"
|
||||
escalation: "operations_director"
|
||||
notes: "Oversight failures - management review"
|
||||
"MG-R":
|
||||
team: "procurement"
|
||||
escalation: "finance_director"
|
||||
notes: "Resource issues - procurement/finance"
|
||||
"MG-C":
|
||||
team: "leadership"
|
||||
escalation: "coo"
|
||||
notes: "Communication failures - leadership"
|
||||
|
||||
# Systemic layer
|
||||
"SY-R":
|
||||
team: "leadership"
|
||||
escalation: "cfo"
|
||||
notes: "Resource decisions - executive finance"
|
||||
"SY-P":
|
||||
team: "leadership"
|
||||
escalation: "coo"
|
||||
notes: "Policy issues - executive operations"
|
||||
"SY-C":
|
||||
team: "leadership"
|
||||
escalation: "ceo"
|
||||
notes: "Culture issues - executive leadership"
|
||||
"SY-S":
|
||||
team: "leadership"
|
||||
escalation: "coo"
|
||||
notes: "Standards issues - executive ops"
|
||||
"SY-H":
|
||||
team: "hr"
|
||||
escalation: "chro"
|
||||
notes: "Human capital - HR leadership"
|
||||
"SY-X":
|
||||
team: "leadership"
|
||||
escalation: "ceo"
|
||||
notes: "External factors - executive strategy"
|
||||
|
||||
# =============================================================================
|
||||
# SCHEDULING AND ON-CALL
|
||||
# =============================================================================
|
||||
|
||||
scheduling:
|
||||
business_hours:
|
||||
start: "09:00"
|
||||
end: "17:00"
|
||||
timezone: "UTC"
|
||||
days: ["monday", "tuesday", "wednesday", "thursday", "friday"]
|
||||
|
||||
on_call_teams:
|
||||
- team: "support"
|
||||
coverage: "24/7"
|
||||
handles:
|
||||
- "I3" # Critical intensity
|
||||
- "E4" # Safety issues
|
||||
- "E4.03" # Security
|
||||
- team: "operations"
|
||||
coverage: "extended"
|
||||
hours: "06:00-22:00"
|
||||
handles:
|
||||
- "J4" # Resolution issues
|
||||
- "J1" # Timing issues
|
||||
|
||||
holiday_coverage:
|
||||
minimum_teams: ["support"]
|
||||
escalation_delay_multiplier: 1.5
|
||||
|
||||
# =============================================================================
|
||||
# MULTI-CODE SPAN ROUTING
|
||||
# =============================================================================
|
||||
|
||||
multi_code_rules:
|
||||
# When a span has multiple codes, determine primary owner
|
||||
priority_resolution:
|
||||
method: "highest_priority_team"
|
||||
tiebreaker: "primary_code_wins"
|
||||
|
||||
# Domain priority order (for conflicts)
|
||||
domain_priority:
|
||||
1: "E4" # Safety always first
|
||||
2: "R1" # Integrity/ethics
|
||||
3: "A3" # Discrimination/inclusivity
|
||||
4: "P" # People issues
|
||||
5: "V" # Value issues
|
||||
6: "J" # Journey issues
|
||||
7: "O" # Offering issues
|
||||
8: "E" # Environment (non-safety)
|
||||
9: "A" # Access (non-discrimination)
|
||||
10: "R" # Relationship (non-integrity)
|
||||
|
||||
# Secondary code handling
|
||||
secondary_code_behavior:
|
||||
notify_co_owners: true
|
||||
add_to_ticket_tags: true
|
||||
require_sign_off: false
|
||||
|
||||
# =============================================================================
|
||||
# CROSS-FUNCTIONAL ROUTING PATTERNS
|
||||
# =============================================================================
|
||||
|
||||
cross_functional:
|
||||
# Patterns that always involve multiple teams
|
||||
patterns:
|
||||
security_breach:
|
||||
trigger_codes: ["E4.03", "R1.04"]
|
||||
teams: ["security", "legal", "leadership"]
|
||||
escalation: "ceo"
|
||||
sla_hours: 1
|
||||
|
||||
discrimination_complaint:
|
||||
trigger_codes: ["A3.05", "P1.02"]
|
||||
teams: ["hr", "legal", "dei"]
|
||||
escalation: "hr_director"
|
||||
sla_hours: 4
|
||||
|
||||
billing_dispute:
|
||||
trigger_codes: ["V1.04", "V2.02", "V2.04"]
|
||||
teams: ["billing", "legal", "cx"]
|
||||
escalation: "finance_director"
|
||||
sla_hours: 24
|
||||
|
||||
product_failure:
|
||||
trigger_codes: ["O1.01", "O1.04"]
|
||||
conditions:
|
||||
intensity: "I3"
|
||||
teams: ["product_engineering", "qa", "cx"]
|
||||
escalation: "product_director"
|
||||
sla_hours: 4
|
||||
|
||||
systemic_issue:
|
||||
trigger_codes: ["SY-C", "SY-P", "SY-R"]
|
||||
teams: ["leadership", "operations"]
|
||||
escalation: "ceo"
|
||||
sla_hours: 24
|
||||
|
||||
# =============================================================================
|
||||
# TEAM DEFINITIONS
|
||||
# =============================================================================
|
||||
|
||||
teams:
|
||||
product:
|
||||
name: "Product Team"
|
||||
email: "product@example.com"
|
||||
slack: "#product-team"
|
||||
manager: "product_director"
|
||||
|
||||
hr:
|
||||
name: "Human Resources"
|
||||
email: "hr@example.com"
|
||||
slack: "#hr-team"
|
||||
manager: "hr_director"
|
||||
|
||||
operations:
|
||||
name: "Operations"
|
||||
email: "ops@example.com"
|
||||
slack: "#operations"
|
||||
manager: "operations_director"
|
||||
|
||||
facilities:
|
||||
name: "Facilities Management"
|
||||
email: "facilities@example.com"
|
||||
slack: "#facilities"
|
||||
manager: "facilities_director"
|
||||
|
||||
it:
|
||||
name: "IT/Engineering"
|
||||
email: "it@example.com"
|
||||
slack: "#engineering"
|
||||
manager: "cto"
|
||||
|
||||
compliance:
|
||||
name: "Compliance"
|
||||
email: "compliance@example.com"
|
||||
slack: "#compliance"
|
||||
manager: "compliance_director"
|
||||
|
||||
finance:
|
||||
name: "Finance"
|
||||
email: "finance@example.com"
|
||||
slack: "#finance"
|
||||
manager: "finance_director"
|
||||
|
||||
leadership:
|
||||
name: "Executive Leadership"
|
||||
email: "leadership@example.com"
|
||||
slack: "#leadership"
|
||||
manager: "ceo"
|
||||
|
||||
cx:
|
||||
name: "Customer Experience"
|
||||
email: "cx@example.com"
|
||||
slack: "#customer-experience"
|
||||
manager: "cx_director"
|
||||
|
||||
safety:
|
||||
name: "Safety & Security"
|
||||
email: "safety@example.com"
|
||||
slack: "#safety"
|
||||
manager: "safety_officer"
|
||||
|
||||
legal:
|
||||
name: "Legal"
|
||||
email: "legal@example.com"
|
||||
slack: "#legal"
|
||||
manager: "general_counsel"
|
||||
|
||||
training:
|
||||
name: "Learning & Development"
|
||||
email: "training@example.com"
|
||||
slack: "#training"
|
||||
manager: "training_manager"
|
||||
|
||||
accessibility:
|
||||
name: "Accessibility"
|
||||
email: "accessibility@example.com"
|
||||
slack: "#accessibility"
|
||||
manager: "accessibility_lead"
|
||||
|
||||
dei:
|
||||
name: "Diversity, Equity & Inclusion"
|
||||
email: "dei@example.com"
|
||||
slack: "#dei"
|
||||
manager: "dei_director"
|
||||
|
||||
# =============================================================================
|
||||
# ESCALATION HIERARCHY
|
||||
# =============================================================================
|
||||
|
||||
escalation_hierarchy:
|
||||
levels:
|
||||
1: "team_lead"
|
||||
2: "manager"
|
||||
3: "director"
|
||||
4: "vp"
|
||||
5: "c_suite"
|
||||
|
||||
auto_escalation_rules:
|
||||
sla_breach:
|
||||
after_hours: 2
|
||||
escalate_to: "+1 level"
|
||||
|
||||
repeated_issue:
|
||||
threshold: 3
|
||||
window_days: 30
|
||||
escalate_to: "+1 level"
|
||||
|
||||
vip_customer:
|
||||
always_notify: "director"
|
||||
sla_multiplier: 0.5
|
||||
|
||||
# =============================================================================
|
||||
# SLA DEFINITIONS
|
||||
# =============================================================================
|
||||
|
||||
sla:
|
||||
response_times:
|
||||
critical:
|
||||
initial_response_hours: 1
|
||||
resolution_hours: 4
|
||||
update_frequency_hours: 1
|
||||
high:
|
||||
initial_response_hours: 4
|
||||
resolution_hours: 24
|
||||
update_frequency_hours: 4
|
||||
normal:
|
||||
initial_response_hours: 24
|
||||
resolution_hours: 72
|
||||
update_frequency_hours: 24
|
||||
low:
|
||||
initial_response_hours: 48
|
||||
resolution_hours: 168 # 1 week
|
||||
update_frequency_hours: 48
|
||||
|
||||
breach_actions:
|
||||
warning:
|
||||
at_percent: 75
|
||||
action: "notify_manager"
|
||||
critical:
|
||||
at_percent: 100
|
||||
action: "escalate_and_notify_director"
|
||||
overdue:
|
||||
at_percent: 150
|
||||
action: "escalate_to_vp"
|
||||
2895
urt-taxonomy/track-b-engineering/B4-api-contract.yaml
Normal file
2895
urt-taxonomy/track-b-engineering/B4-api-contract.yaml
Normal file
File diff suppressed because it is too large
Load Diff
Reference in New Issue
Block a user