An exception unresolved at four hours is reassigned, not chased
Chasing the original owner added an average of six hours; reassignment resolved in under one.
The record
Operations tracked what actually happens when an exception sits: chasing the assignee produced an apology and a further delay, while handing it to whoever was free cleared it quickly. At four hours the exception moves automatically and the original owner is informed rather than asked. This is a routing rule, not a performance signal — do not use reassignment counts to rank the roster.
Applies to
- Company
- All companies
- Department
- Operations
- Agent
- No single agent
How one department works, and what it learned the hard way. Readable by: That department's roster.
Provenance
Exception ageing study, Jun 2026
Observation · unattended
logs/enterprise/job_1288.json
- Recorded by
- Operations Manager
- First learned
- 13 Jun 2026
- Last updated
- 23 Jul 2026
Index state
Not embedded- Index
- dept-operations
- Vector id
- —
- Model
- —
- Indexed at
- —
- Rank weight
- 1.00
No vector store is connected, so this record has no embedding. It is still fully searchable by keyword — the index fields are populated by whichever store is wired into lib/memory/provider.ts.