The decision
Write the routing rules in business language before automating them. Use only information the receiving team genuinely needs and keep ambiguous requests visible for review.
Rehearse this before accepting the change
Submit a fictional enquiry that matches two categories; it should reach the agreed review route.
Use fictional examples and an authorised test environment. Record what happened, the evidence you inspected and any issue that still needs a responsible owner.
Choose a useful measure
Count requests reassigned because the initial rule was wrong.
Agree the definition and baseline with the team doing the work. Review the result over a comparable period and note other changes that could affect it.
Your planning worksheet
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
Turn the brief into a working service
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