{
  "id": "workflow:customer-escalation-management",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-customer-experience.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Customer Escalation Management",
    "workflowKind": "operational",
    "triggerType": "event-driven",
    "typicalCadence": "per-incident",
    "complexity": "cross-team",
    "description": "Handles escalated customer issues requiring cross-functional\ncoordination — triaging severity, assembling response teams, coordinating\ntechnical investigation with support communication, managing executive\nstakeholder updates, and ensuring resolution within SLA commitments.\nProduces escalation post-mortem and process improvement recommendations.\nExcludes routine support ticket handling.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:customer-escalation-management",
      "to": "role:incident-commander",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:customer-escalation-management",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:customer-escalation-management",
      "to": "role:staff-engineer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:customer-escalation-management",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:customer-escalation-management",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:customer-escalation-management",
      "to": "responsibility:respond-incidents",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:customer-escalation-management",
      "to": "responsibility:incident-command",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:customer-escalation-management",
      "to": "responsibility:triage-incoming-issues",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:customer-escalation-management",
      "to": "org-unit:customer-success",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:customer-escalation-management",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:customer-escalation-management",
      "to": "org-unit:engineering",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}