3eda9bdbfa
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>
693 lines
20 KiB
YAML
693 lines
20 KiB
YAML
# =============================================================================
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# B3: Owner Routing Matrix
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# Universal Review Taxonomy v5.1
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# =============================================================================
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#
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# Maps URT codes to responsible teams/individuals for ticket routing.
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# Resolution order: subcode_overrides > category_overrides > domain_defaults
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#
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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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# =============================================================================
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version: "5.1"
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status: "production"
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release_date: "2026-01-23"
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# =============================================================================
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# ROUTING RULES
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# =============================================================================
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routing_rules:
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# ---------------------------------------------------------------------------
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# DOMAIN DEFAULTS
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# Baseline routing for each of the 7 experience domains
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# ---------------------------------------------------------------------------
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domain_defaults:
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O:
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team: "product"
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escalation: "product_director"
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description: "Core product/service delivery issues"
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typical_response: "Product review, quality control audit"
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P:
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team: "hr"
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escalation: "hr_director"
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description: "Personnel behavior and performance issues"
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typical_response: "Staff coaching, training intervention"
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J:
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team: "operations"
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escalation: "operations_director"
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description: "Process, timing, and operational flow issues"
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typical_response: "Process improvement, workflow optimization"
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E:
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team: "facilities"
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escalation: "facilities_director"
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description: "Physical and digital environment issues"
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typical_response: "Maintenance dispatch, IT ticket"
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A:
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team: "compliance"
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escalation: "compliance_director"
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description: "Availability, accessibility, and inclusivity issues"
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typical_response: "Accessibility audit, policy review"
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V:
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team: "finance"
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escalation: "finance_director"
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description: "Pricing, value, and cost-related issues"
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typical_response: "Pricing review, refund authorization"
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R:
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team: "leadership"
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escalation: "ceo"
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description: "Trust, relationship, and organizational integrity issues"
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typical_response: "Executive review, strategic response"
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# ---------------------------------------------------------------------------
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# CATEGORY-LEVEL OVERRIDES
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# More specific routing for category-level patterns
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# ---------------------------------------------------------------------------
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category_overrides:
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# Offering categories
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O1:
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team: "product_engineering"
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escalation: "engineering_lead"
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notes: "Function issues often require technical investigation"
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O2:
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team: "quality_control"
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escalation: "qa_manager"
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notes: "Quality issues route to QC team"
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O3:
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team: "fulfillment"
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escalation: "fulfillment_manager"
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notes: "Completeness issues often involve shipping/delivery"
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O4:
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team: "product"
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escalation: "product_manager"
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notes: "Fit issues inform product development"
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# People categories
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P1:
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team: "hr_training"
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escalation: "hr_director"
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notes: "Attitude issues require coaching/culture work"
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P2:
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team: "training"
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escalation: "training_manager"
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notes: "Competence issues indicate training gaps"
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P3:
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team: "operations"
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escalation: "operations_manager"
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notes: "Responsiveness often tied to operational capacity"
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P4:
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team: "training"
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escalation: "training_manager"
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notes: "Communication skills are trainable"
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# Journey categories
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J1:
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team: "operations"
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escalation: "operations_manager"
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notes: "Timing issues require process optimization"
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J2:
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team: "process_improvement"
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escalation: "operations_director"
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notes: "Ease/friction issues benefit from process redesign"
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J3:
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team: "operations"
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escalation: "operations_manager"
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notes: "Reliability issues need root cause analysis"
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J4:
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team: "customer_service"
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escalation: "cx_director"
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notes: "Resolution issues are CX team primary focus"
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# Environment categories
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E1:
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team: "facilities"
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escalation: "facilities_manager"
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notes: "Physical space issues"
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E2:
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team: "it"
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escalation: "cto"
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notes: "Digital space issues route to IT/Engineering"
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E3:
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team: "facilities"
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escalation: "facilities_manager"
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notes: "Ambiance is facility management concern"
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E4:
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team: "safety"
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escalation: "safety_officer"
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notes: "Safety issues require immediate attention"
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# Access categories
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A1:
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team: "operations"
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escalation: "operations_director"
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notes: "Availability is operational capacity"
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A2:
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team: "accessibility"
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escalation: "compliance_director"
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notes: "Accessibility requires specialized audit"
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A3:
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team: "dei"
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escalation: "dei_director"
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notes: "Inclusivity issues route to DEI team"
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A4:
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team: "operations"
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escalation: "operations_manager"
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notes: "Convenience is operational concern"
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# Value categories
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V1:
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team: "pricing"
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escalation: "finance_director"
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notes: "Price issues need pricing team review"
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V2:
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team: "legal"
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escalation: "general_counsel"
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notes: "Transparency issues may have legal implications"
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V3:
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team: "cx"
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escalation: "cx_director"
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notes: "Effort issues are customer experience concern"
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V4:
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team: "leadership"
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escalation: "ceo"
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notes: "Worth/satisfaction is strategic concern"
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# Relationship categories
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R1:
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team: "leadership"
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escalation: "ceo"
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notes: "Integrity issues are executive concern"
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R2:
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team: "operations"
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escalation: "coo"
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notes: "Dependability reflects operational excellence"
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R3:
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team: "cx"
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escalation: "cx_director"
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notes: "Recovery is core CX competency"
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R4:
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team: "marketing"
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escalation: "cmo"
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notes: "Loyalty is marketing/retention concern"
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# ---------------------------------------------------------------------------
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# SUBCODE-LEVEL OVERRIDES
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# Most specific routing for individual subcodes
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# ---------------------------------------------------------------------------
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subcode_overrides:
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# Critical safety subcodes - always escalate
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E4.01:
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team: "safety"
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escalation: "safety_officer"
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auto_escalate: true
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sla_override_hours: 1
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notes: "Physical safety is always critical"
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E4.02:
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team: "safety"
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escalation: "safety_officer"
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auto_escalate: true
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sla_override_hours: 2
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notes: "Health/hygiene requires immediate attention"
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E4.05:
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team: "safety"
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escalation: "safety_officer"
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auto_escalate: true
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sla_override_hours: 1
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notes: "Emergency readiness is critical"
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# Digital/IT specific subcodes
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E2.01:
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team: "ux_design"
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escalation: "ux_lead"
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notes: "Interface design issues route to UX"
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E2.02:
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team: "engineering"
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escalation: "engineering_lead"
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notes: "Digital functionality is engineering concern"
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E2.03:
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team: "devops"
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escalation: "cto"
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notes: "Performance issues may be infrastructure"
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E2.04:
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team: "ux_design"
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escalation: "ux_lead"
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notes: "Navigation is UX concern"
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E2.05:
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team: "mobile_engineering"
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escalation: "mobile_lead"
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notes: "Mobile experience routes to mobile team"
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# Discrimination - always escalate
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A3.05:
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team: "hr"
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escalation: "hr_director"
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auto_escalate: true
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sla_override_hours: 4
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co_owner: "legal"
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notes: "Equal treatment issues require HR and legal"
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# Accessibility compliance
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A2.01:
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team: "facilities"
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escalation: "compliance_director"
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co_owner: "accessibility"
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notes: "Physical accessibility may require ADA compliance"
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A2.02:
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team: "accessibility"
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escalation: "compliance_director"
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notes: "Visual accessibility is WCAG concern"
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A2.03:
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team: "accessibility"
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escalation: "compliance_director"
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notes: "Hearing accessibility is compliance concern"
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A2.04:
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team: "ux_design"
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escalation: "compliance_director"
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notes: "Cognitive accessibility affects design"
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A2.05:
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team: "engineering"
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escalation: "compliance_director"
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notes: "Digital accessibility requires eng work"
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# Security breaches
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E4.03:
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team: "security"
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escalation: "cso"
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auto_escalate: true
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sla_override_hours: 1
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notes: "Security incidents require immediate response"
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# Ethics/integrity - executive level
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R1.04:
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team: "leadership"
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escalation: "ceo"
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auto_escalate: true
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sla_override_hours: 4
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co_owner: "legal"
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notes: "Ethics issues are executive priority"
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# Billing/refund specific
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V1.04:
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team: "billing"
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escalation: "finance_director"
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notes: "Hidden costs need billing team review"
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V2.02:
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team: "billing"
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escalation: "finance_director"
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co_owner: "legal"
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notes: "Fee disclosure may have compliance implications"
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V2.04:
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team: "legal"
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escalation: "general_counsel"
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notes: "Terms fairness is legal concern"
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# Staff-specific issues
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P1.02:
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team: "hr"
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escalation: "hr_director"
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notes: "Respect issues need HR intervention"
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P2.04:
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team: "hr"
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escalation: "hr_director"
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notes: "Professionalism is HR concern"
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# ---------------------------------------------------------------------------
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# INTENSITY-BASED ESCALATION
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# SLA and escalation rules by sentiment intensity
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# ---------------------------------------------------------------------------
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intensity_escalation:
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I3:
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auto_escalate: true
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sla_hours: 4
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notification_level: "director"
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priority: "critical"
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description: "Strong negative - requires immediate attention"
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I2:
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auto_escalate: false
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sla_hours: 24
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notification_level: "manager"
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priority: "high"
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description: "Moderate negative - standard priority"
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I1:
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auto_escalate: false
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sla_hours: 72
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notification_level: "team"
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priority: "normal"
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description: "Mild negative - normal queue"
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# ---------------------------------------------------------------------------
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# VALENCE-BASED ROUTING MODIFIERS
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# Different handling for positive vs negative feedback
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# ---------------------------------------------------------------------------
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valence_routing:
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"V+":
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action: "acknowledge"
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sla_hours: 48
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team_modifier: null
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notes: "Positive feedback routes to recognition workflow"
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"V-":
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action: "resolve"
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sla_hours: null # Uses intensity-based SLA
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team_modifier: null
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notes: "Negative feedback uses standard routing"
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"V0":
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action: "log"
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sla_hours: null # No SLA for neutral
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team_modifier: null
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notes: "Neutral observations logged for analytics"
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"V+-":
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action: "resolve"
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sla_hours: null
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team_modifier: null
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notes: "Mixed feedback prioritizes negative element"
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# ---------------------------------------------------------------------------
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# CAUSAL CODE ROUTING
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# Routes for root cause analysis codes
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# ---------------------------------------------------------------------------
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causal_routing:
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# Conditions layer
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"CD-S":
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team: "hr"
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escalation: "hr_director"
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notes: "Staff state issues - HR/wellness concern"
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"CD-T":
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team: "operations"
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escalation: "operations_manager"
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notes: "Team dynamics - operational leadership"
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"CD-E":
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team: "facilities"
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escalation: "facilities_manager"
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notes: "Equipment issues - facilities/IT"
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"CD-F":
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team: "facilities"
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escalation: "facilities_director"
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notes: "Facility issues - maintenance"
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"CD-O":
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team: "operations"
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escalation: "operations_director"
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notes: "Operational conditions - ops leadership"
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# Management layer
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"MG-P":
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team: "operations"
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escalation: "operations_director"
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notes: "Planning failures - ops management"
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"MG-T":
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team: "training"
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escalation: "hr_director"
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notes: "Training gaps - L&D team"
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"MG-O":
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team: "operations"
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escalation: "operations_director"
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notes: "Oversight failures - management review"
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"MG-R":
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team: "procurement"
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escalation: "finance_director"
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notes: "Resource issues - procurement/finance"
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"MG-C":
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team: "leadership"
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escalation: "coo"
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notes: "Communication failures - leadership"
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# Systemic layer
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"SY-R":
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team: "leadership"
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escalation: "cfo"
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notes: "Resource decisions - executive finance"
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"SY-P":
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team: "leadership"
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escalation: "coo"
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notes: "Policy issues - executive operations"
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"SY-C":
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team: "leadership"
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escalation: "ceo"
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notes: "Culture issues - executive leadership"
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"SY-S":
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team: "leadership"
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escalation: "coo"
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notes: "Standards issues - executive ops"
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"SY-H":
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team: "hr"
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escalation: "chro"
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notes: "Human capital - HR leadership"
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"SY-X":
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team: "leadership"
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escalation: "ceo"
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notes: "External factors - executive strategy"
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# =============================================================================
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# SCHEDULING AND ON-CALL
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# =============================================================================
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scheduling:
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business_hours:
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start: "09:00"
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end: "17:00"
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timezone: "UTC"
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days: ["monday", "tuesday", "wednesday", "thursday", "friday"]
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on_call_teams:
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- team: "support"
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coverage: "24/7"
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handles:
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- "I3" # Critical intensity
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- "E4" # Safety issues
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- "E4.03" # Security
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- team: "operations"
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coverage: "extended"
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hours: "06:00-22:00"
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handles:
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- "J4" # Resolution issues
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- "J1" # Timing issues
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holiday_coverage:
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minimum_teams: ["support"]
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escalation_delay_multiplier: 1.5
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# =============================================================================
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# MULTI-CODE SPAN ROUTING
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# =============================================================================
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multi_code_rules:
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# When a span has multiple codes, determine primary owner
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priority_resolution:
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method: "highest_priority_team"
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tiebreaker: "primary_code_wins"
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# Domain priority order (for conflicts)
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domain_priority:
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1: "E4" # Safety always first
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2: "R1" # Integrity/ethics
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3: "A3" # Discrimination/inclusivity
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4: "P" # People issues
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5: "V" # Value issues
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6: "J" # Journey issues
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7: "O" # Offering issues
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8: "E" # Environment (non-safety)
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9: "A" # Access (non-discrimination)
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10: "R" # Relationship (non-integrity)
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# Secondary code handling
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secondary_code_behavior:
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notify_co_owners: true
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add_to_ticket_tags: true
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require_sign_off: false
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# =============================================================================
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# CROSS-FUNCTIONAL ROUTING PATTERNS
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# =============================================================================
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cross_functional:
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# Patterns that always involve multiple teams
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patterns:
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security_breach:
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trigger_codes: ["E4.03", "R1.04"]
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teams: ["security", "legal", "leadership"]
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escalation: "ceo"
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sla_hours: 1
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discrimination_complaint:
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trigger_codes: ["A3.05", "P1.02"]
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teams: ["hr", "legal", "dei"]
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escalation: "hr_director"
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sla_hours: 4
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billing_dispute:
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trigger_codes: ["V1.04", "V2.02", "V2.04"]
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teams: ["billing", "legal", "cx"]
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escalation: "finance_director"
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sla_hours: 24
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product_failure:
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trigger_codes: ["O1.01", "O1.04"]
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conditions:
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intensity: "I3"
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teams: ["product_engineering", "qa", "cx"]
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escalation: "product_director"
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sla_hours: 4
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systemic_issue:
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trigger_codes: ["SY-C", "SY-P", "SY-R"]
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teams: ["leadership", "operations"]
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escalation: "ceo"
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sla_hours: 24
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# =============================================================================
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# TEAM DEFINITIONS
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# =============================================================================
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teams:
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product:
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name: "Product Team"
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email: "product@example.com"
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slack: "#product-team"
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|
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"
|