{
  "id": "workflow:support-queue-triage-automation",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-ops.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Support Queue Triage Automation",
    "workflowKind": "support",
    "triggerType": "continuous",
    "typicalCadence": "continuous",
    "complexity": "cross-team",
    "description": "Automates the routing and prioritization of incoming support tickets across\nall channels -- applying NLP-based intent classification to categorize\ntickets by product area, issue type, and urgency, computing priority scores\nfrom customer tier, contract SLA obligations, and issue severity signals,\nauto-assigning tickets to the appropriate queue based on agent skill tags\nand current workload distribution, attaching relevant knowledge base\narticles and historical resolution patterns to the ticket context,\ntriggering SLA countdown timers with escalation rules matched to contract\nterms, and feeding misclassification feedback loops back into the routing\nmodel. Produces auto-triage accuracy dashboard, queue distribution\nanalytics, and SLA assignment audit trail. Excludes ticket resolution and\nagent training.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:support-queue-triage-automation",
      "to": "role:bug-triager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-queue-triage-automation",
      "to": "role:platform-engineer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-queue-triage-automation",
      "to": "role:engineering-manager",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:support-queue-triage-automation",
      "to": "skill-area:observability-pipeline",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-queue-triage-automation",
      "to": "skill-area:prompt-engineering",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:support-queue-triage-automation",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-queue-triage-automation",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:support-queue-triage-automation",
      "to": "responsibility:triage-incoming-issues",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-queue-triage-automation",
      "to": "responsibility:slo-definition",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:support-queue-triage-automation",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:support-queue-triage-automation",
      "to": "org-unit:platform-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}