whyrating-engine-legacy/urt-taxonomy/track-b-engineering/B3-owner-routing.md

B3: Owner Routing Matrix Documentation

Universal Review Taxonomy v5.1

Status: Production Ready Release Date: 2026-01-23 Prerequisite: B1-urt-codes.yaml (Code Registry) Configuration File: B3-owner-routing.yaml

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Table of Contents

1. Overview
2. Routing Resolution Logic
3. SLA Definitions
4. Escalation Paths
5. On-Call Rotation
6. Ticketing System Integration
7. Configuration Examples
8. Multi-Location Override Patterns
9. Special Routing Rules
10. Appendix: Domain-Team Mapping

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1. Overview

The Owner Routing Matrix maps URT codes to responsible teams and individuals. When feedback is classified using URT codes, the routing matrix determines:

• Who owns the ticket (primary team)
• Who should be notified (co-owners)
• When to escalate (SLA and intensity rules)
• How quickly to respond (priority-based SLA)

Key Principles

1. Specificity wins: More specific routes override less specific ones
2. Safety first: E4 (Safety) issues always take priority
3. Intensity drives urgency: I3 (Strong) triggers auto-escalation
4. Primary code determines owner: Secondary codes add co-owners

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2. Routing Resolution Logic

Resolution Order

Routes are resolved in the following order (most specific first):

subcode_overrides  >  category_overrides  >  domain_defaults
     (O1.01)              (O1)                   (O)

Resolution Algorithm

FUNCTION resolve_route(primary_code, secondary_codes, intensity, valence):

    # Step 1: Check subcode-level override
    IF primary_code IN subcode_overrides:
        route = subcode_overrides[primary_code]

    # Step 2: Check category-level override
    ELSE IF category(primary_code) IN category_overrides:
        route = category_overrides[category(primary_code)]

    # Step 3: Fall back to domain default
    ELSE:
        route = domain_defaults[domain(primary_code)]

    # Step 4: Apply intensity modifiers
    IF intensity == "I3":
        route.auto_escalate = TRUE
        route.sla_hours = MIN(route.sla_hours, 4)

    # Step 5: Add co-owners from secondary codes
    FOR code IN secondary_codes:
        co_owner = resolve_route(code, [], intensity, valence)
        route.co_owners.append(co_owner.team)

    # Step 6: Check cross-functional patterns
    all_codes = [primary_code] + secondary_codes
    FOR pattern IN cross_functional_patterns:
        IF pattern.triggered_by(all_codes):
            route = merge_routes(route, pattern.route)

    RETURN route

Example Resolutions

Primary Code	Category	Domain	Resolution Path	Final Team
E2.02	E2	E	subcode_overrides["E2.02"]	engineering
O2.03	O2	O	category_overrides["O2"]	quality_control
R4.05	R4	R	category_overrides["R4"]	marketing
O3.02	O3	O	category_overrides["O3"]	fulfillment

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3. SLA Definitions

Priority Levels

Priority	Initial Response	Resolution Target	Update Frequency
Critical	1 hour	4 hours	Every hour
High	4 hours	24 hours	Every 4 hours
Normal	24 hours	72 hours	Daily
Low	48 hours	1 week	Every 2 days

Intensity-to-Priority Mapping

Intensity	Valence	Priority	Auto-Escalate
I3	V-	Critical	Yes
I3	V+	High	No
I2	V-	High	No
I2	V+	Normal	No
I1	V-	Normal	No
I1	V+	Low	No

SLA Override Rules

Certain subcodes have hardcoded SLA overrides that supersede intensity-based SLAs:

Subcode	Override SLA	Reason
E4.01	1 hour	Physical safety
E4.02	2 hours	Health/hygiene
E4.03	1 hour	Security breach
E4.05	1 hour	Emergency readiness
A3.05	4 hours	Discrimination
R1.04	4 hours	Ethics violation

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4. Escalation Paths

Escalation Hierarchy Diagram

                              +--------+
                              |  CEO   |
                              +--------+
                                  |
            +---------------------+---------------------+
            |                     |                     |
        +-------+            +-------+             +-------+
        |  CFO  |            |  COO  |             |  CTO  |
        +-------+            +-------+             +-------+
            |                     |                     |
    +---------------+     +---------------+     +---------------+
    |Finance Director|    |Ops Director   |    |Engineering Lead|
    +---------------+     +---------------+     +---------------+
            |                     |                     |
    +---------------+     +---------------+     +---------------+
    |  Finance Mgr  |     |  Ops Manager  |     |   Tech Lead   |
    +---------------+     +---------------+     +---------------+
            |                     |                     |
    +---------------+     +---------------+     +---------------+
    | Finance Team  |     |   Ops Team    |     |   Eng Team    |
    +---------------+     +---------------+     +---------------+

Domain-Specific Escalation Paths

O (Offering):
    Team -> Product Mgr -> Product Director -> VP Product -> COO -> CEO

P (People):
    Team -> HR Manager -> HR Director -> CHRO -> CEO

J (Journey):
    Team -> Ops Manager -> Ops Director -> COO -> CEO

E (Environment):
    Physical: Team -> Facilities Mgr -> Facilities Dir -> COO -> CEO
    Digital:  Team -> Tech Lead -> Engineering Lead -> CTO -> CEO

A (Access):
    Team -> Compliance Mgr -> Compliance Dir -> General Counsel -> CEO

V (Value):
    Team -> Finance Mgr -> Finance Dir -> CFO -> CEO

R (Relationship):
    Team -> CX Manager -> CX Director -> CMO -> CEO
    (Integrity issues go directly to Leadership -> CEO)

Auto-Escalation Triggers

Trigger	Condition	Escalation Action
SLA Breach	>100% of SLA elapsed	Escalate +1 level
Repeated Issue	Same code 3x in 30 days	Escalate +1 level
VIP Customer	Flagged account	Notify director immediately
Safety Issue	E4.* with I2+	Auto-escalate to safety officer
Ethics Issue	R1.04	Auto-escalate to CEO

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5. On-Call Rotation

Coverage Requirements

Team	Coverage	Hours	Handles
Support	24/7	All hours	I3, E4.*, security
Operations	Extended	06:00-22:00	J4, J1, high-priority ops
Engineering	On-call	After hours	E2.* critical, outages

On-Call Responsibilities

Primary On-Call (Support):

• Monitor all incoming I3 (critical) tickets
• Triage E4 (safety) issues immediately
• Escalate security incidents (E4.03)
• Acknowledge all critical tickets within 15 minutes

Secondary On-Call (Operations):

• Handle J4 (resolution) escalations
• Address J1 (timing) issues affecting active customers
• Coordinate with primary on-call for cross-functional issues

Holiday Coverage

• Minimum: Support team on-call
• SLA multiplier: 1.5x (extended response times)
• Escalation: Only for critical/safety issues
• Other tickets: Queued for next business day

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6. Ticketing System Integration

Webhook Payload Structure

When integrating with ticketing systems, the routing matrix produces:

{
  "ticket": {
    "urt_code": "P1.02",
    "intensity": "I3",
    "valence": "V-",
    "routing": {
      "primary_team": "hr",
      "primary_email": "hr@example.com",
      "escalation_contact": "hr_director",
      "co_owners": ["training"],
      "priority": "critical",
      "sla_hours": 4,
      "auto_escalate": true
    },
    "tags": ["people", "attitude", "respect", "critical"],
    "metadata": {
      "resolution_path": "subcode_override",
      "pattern_matched": null
    }
  }
}

Supported Integrations

System	Integration Method	Notes
Zendesk	Webhook + Triggers	Map teams to groups
Jira Service Management	REST API	Map to request types
Freshdesk	Webhook	Map teams to agent groups
Intercom	API	Map to team inboxes
Custom	Generic webhook	Use payload above

Field Mapping

URT Field	Zendesk	Jira	Freshdesk
primary_team	Group	Project	Group
priority	Priority	Priority	Priority
urt_code	Custom Field	Label	Tag
sla_hours	SLA Policy	SLA	SLA Policy
co_owners	CCs	Watchers	CCs

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7. Configuration Examples

Restaurant Configuration

# Restaurant-specific overrides
category_overrides:
  O1:
    team: "kitchen"
    escalation: "head_chef"
    notes: "Food function issues go to kitchen"
  O2:
    team: "kitchen"
    escalation: "head_chef"
    notes: "Food quality is kitchen responsibility"
  E1:
    team: "front_of_house"
    escalation: "foh_manager"
    notes: "Physical space is FOH concern"
  P1:
    team: "front_of_house"
    escalation: "foh_manager"
    notes: "Server attitude is FOH responsibility"

subcode_overrides:
  J1.01:  # Wait time
    team: "host_station"
    escalation: "foh_manager"
  J1.05:  # Pacing
    team: "kitchen"
    escalation: "head_chef"
    notes: "Pacing often kitchen-driven"

SaaS Company Configuration

# SaaS-specific overrides
category_overrides:
  O1:
    team: "engineering"
    escalation: "engineering_lead"
    notes: "Product function is eng responsibility"
  E2:
    team: "product"
    escalation: "product_director"
    notes: "Digital experience is product"
  J3:
    team: "devops"
    escalation: "sre_lead"
    notes: "Reliability is SRE concern"

subcode_overrides:
  E2.03:  # Performance
    team: "sre"
    escalation: "sre_lead"
    auto_escalate: true
    notes: "Performance issues often infra"
  J3.03:  # System availability
    team: "sre"
    escalation: "sre_lead"
    auto_escalate: true
    sla_override_hours: 1

Healthcare Provider Configuration

# Healthcare-specific overrides
category_overrides:
  O1:
    team: "clinical"
    escalation: "chief_medical_officer"
    notes: "Treatment outcomes are clinical"
  P2:
    team: "clinical"
    escalation: "chief_medical_officer"
    notes: "Clinical competence"
  E4:
    team: "compliance"
    escalation: "compliance_director"
    auto_escalate: true
    notes: "All safety issues are compliance"

subcode_overrides:
  A3.03:  # Dietary/Medical accommodations
    team: "clinical"
    escalation: "chief_nursing_officer"
    notes: "Medical accommodations are clinical"
  E4.02:  # Health/Hygiene
    team: "infection_control"
    escalation: "chief_medical_officer"
    auto_escalate: true
    sla_override_hours: 1

Retail Store Configuration

# Retail-specific overrides
category_overrides:
  O1:
    team: "merchandising"
    escalation: "merchandising_director"
  O3:
    team: "inventory"
    escalation: "inventory_manager"
  A1:
    team: "store_ops"
    escalation: "store_director"
  P1:
    team: "store_ops"
    escalation: "store_manager"

subcode_overrides:
  A1.03:  # Inventory
    team: "inventory"
    escalation: "inventory_manager"
  J1.01:  # Wait time (checkout)
    team: "store_ops"
    escalation: "store_manager"

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8. Multi-Location Override Patterns

Location-Specific Routing

For businesses with multiple locations, use location prefixes:

# Location-specific team definitions
teams:
  store_001_ops:
    name: "Store 001 Operations"
    email: "store001-ops@example.com"
    manager: "store_001_manager"
    location: "store_001"

  store_002_ops:
    name: "Store 002 Operations"
    email: "store002-ops@example.com"
    manager: "store_002_manager"
    location: "store_002"

# Location override rules
location_routing:
  enabled: true

  # Default: route to location team if exists
  resolution_order:
    1: "location_team"      # e.g., store_001_ops
    2: "regional_team"      # e.g., west_region_ops
    3: "central_team"       # e.g., operations

  # Escalation: location -> regional -> central
  escalation_path:
    location: "regional"
    regional: "central"
    central: "executive"

Regional Aggregation

regional_routing:
  west_region:
    locations: ["store_001", "store_002", "store_003"]
    regional_team: "west_ops"
    regional_director: "west_director"

  east_region:
    locations: ["store_004", "store_005", "store_006"]
    regional_team: "east_ops"
    regional_director: "east_director"

# Pattern: systemic issues across multiple locations escalate regionally
multi_location_patterns:
  same_issue_multiple_locations:
    threshold: 3
    window_days: 7
    action: "escalate_to_regional"
    notes: "Same issue at 3+ locations triggers regional review"

Franchise Model

franchise_routing:
  # Franchisee handles local issues
  franchisee_owned:
    - "P1"   # Staff attitude
    - "P2"   # Staff competence
    - "E1"   # Physical space
    - "J1"   # Timing

  # Franchisor handles brand/system issues
  franchisor_owned:
    - "O1"   # Product function (brand standards)
    - "O2"   # Product quality (brand standards)
    - "R1"   # Integrity (brand reputation)
    - "V2"   # Transparency (policy)

  # Shared responsibility
  shared:
    - "E4"   # Safety (both)
    - "A3"   # Inclusivity (both)

---

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

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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

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Version History

Version	Date	Changes
1.0	2026-01-23	Initial release with URT v5.1

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This document is part of Track B (Engineering/Implementation) for the Universal Review Taxonomy v5.1.