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escalation-routing

Route issues, complaints, and problems to the appropriate level when the current handler cannot resolve them.

  • Area: Operations
  • Category: qms
  • Level: beginner
  • Input: conversation
  • Output: document
  • Setup: none
  • Roles: Operations Manager

Routes already-triaged issues up the chain when first-line handling is insufficient.

How you ask

  • “Assess the severity level of this customer complaint”
  • “Route this technical issue to the right team”
  • “Document the escalation decision for this support case”
  • “Apply routing rules to triage this incoming issue”

Inputs

  • issue — The problem to triage, in the reporter's own words
  • severity — assessed from impact if omitted (p1 | p2 | p3 | p4)
  • client_id — Client affected, when client-scoped
  • profile — Company or client profile — sector and operating context.
  • issue_ref — Issue being escalated
  • audience — sets tone and detail level (internal | client | executive)
  • org_context — Team structure, roles, and who owns which decision
  • sla_targets — Response and resolution targets per severity

Outputs

  • escalation-handoff (markdown)
  • escalation-paths (markdown)
  • triage-decision (markdown)
  • {company.qms.root}/escalation-routing-{YYYY-MM-DD}.md