{
  "id": "workflow:phone-support-queue-management",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-channels.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Phone Support Queue Management",
    "workflowKind": "operational",
    "triggerType": "continuous",
    "typicalCadence": "daily",
    "complexity": "cross-team",
    "description": "Manages the phone support channel operations end-to-end — designing and\noptimizing IVR tree structures based on call intent analysis and customer\nnavigation patterns, monitoring hold time distributions with automated\ncallback scheduling triggers when thresholds are breached, implementing\nskills-based routing to match caller issues with agent expertise,\nconducting call quality assurance scoring through structured evaluation\nrubrics covering resolution accuracy, empathy, and process adherence,\nanalyzing call volume patterns to optimize staffing schedules across time\nzones, managing voicemail response SLAs and callback completion rates,\ntracking average handle time against quality-adjusted benchmarks to avoid\nspeed-over-quality incentives, and reviewing abandoned call patterns to\nidentify systemic capacity gaps. Produces call center KPI dashboards, IVR\npath analysis reports, and staffing model recommendations. Excludes\nworkforce hiring and telephony platform selection.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:phone-support-queue-management",
      "to": "role:planner",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:phone-support-queue-management",
      "to": "role:data-analyst",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:phone-support-queue-management",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:phone-support-queue-management",
      "to": "skill-area:customer-success",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:phone-support-queue-management",
      "to": "skill-area:data-analytics",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:phone-support-queue-management",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:phone-support-queue-management",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:phone-support-queue-management",
      "to": "responsibility:capacity-planning",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:phone-support-queue-management",
      "to": "responsibility:slo-definition",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:phone-support-queue-management",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:phone-support-queue-management",
      "to": "org-unit:operations-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}