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Add complete URT v5.1 taxonomy framework (11 artifacts)

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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
2026-01-24 10:51:41 +00:00
parent a540ab97b1
commit 3eda9bdbfa
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urt-taxonomy/track-b-engineering/B3-owner-routing.yaml Normal file
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# =============================================================================
# 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"