Decision Routing & Escalation Template

{ "Title": "Decision Routing & Escalation Template", "IntroductionHtml": "

Use this structured template to capture the who, what, when, and how for operational decisions so analytics reliably trigger human or automated actions, escalations behave predictably, and outcomes are recorded for continuous improvement. Fill the fields below and save each decision as a reusable entry.

", "SubmitLabel": "Save Decision Template", "SuccessMessage": "Decision template saved. You can edit, copy, or use this definition to configure routing, alerts, and outcome-tracking workflows.", "DataType": "DecisionRoutingTemplate", "SchemaVersion": "1.0", "Fields": [ { "Key": "decisionName", "Label": "Decision name", "FieldType": "text", "HelpText": "A concise name that uniquely identifies this decision (e.g., 'Release Hold for Batch #', 'Inventory Replenishment Approval').", "Required": true }, { "Key": "decisionDescription", "Label": "Short description / purpose", "FieldType": "textarea", "HelpText": "One or two sentences describing why this decision exists and what outcome it should produce.", "Required": true }, { "Key": "decisionOwner", "Label": "Primary decision owner (person or role)", "FieldType": "text", "HelpText": "Name, role, or team responsible for making or approving the decision. Use role-based wording if ownership can be local/rotating.", "Required": true }, { "Key": "ownerContact", "Label": "Owner contact (email/phone/team channel)", "FieldType": "text", "HelpText": "Best contact for notifications or queries (email, Slack channel, pager, etc.).", "Required": false }, { "Key": "decisionFrequency", "Label": "Decision frequency / cadence", "FieldType": "select", "HelpText": "How often the decision is evaluated or executed.", "Required": true, "Options": [ {"Value": "on_demand", "Label": "On demand / ad hoc"}, {"Value": "trigger_based", "Label": "Trigger-based (alerts/thresholds)"}, {"Value": "continuous", "Label": "Continuous / streaming"}, {"Value": "daily", "Label": "Daily"}, {"Value": "weekly", "Label": "Weekly"}, {"Value": "monthly", "Label": "Monthly"}, {"Value": "quarterly", "Label": "Quarterly"}, {"Value": "annually", "Label": "Annually"} ] }, { "Key": "primaryInputs", "Label": "Primary inputs (reports, models, signals)", "FieldType": "textarea", "HelpText": "List the data sources, reports, models, or signals that feed this decision (include links where possible).", "Required": true }, { "Key": "primarySignals", "Label": "Key signals or thresholds", "FieldType": "textarea", "HelpText": "Describe the specific triggers, thresholds, or anomalies that should prompt routing or action (e.g., 'temperature > 80C for 10 minutes', 'stock < reorder point').", "Required": true }, { "Key": "routingLogic", "Label": "Routing logic (who gets notified / when)", "FieldType": "textarea", "HelpText": "Describe rules for routing notifications and requests for action. Be explicit: 'If A and B, notify Role X; if C, notify Role Y and CC Role Z.'", "Required": true }, { "Key": "notificationRecipients", "Label": "Notification recipients (roles, teams, or channels)", "FieldType": "textarea", "HelpText": "List roles, names, team addresses, or channel endpoints to notify per routing rule. Use role names when possible to support handoffs.", "Required": true }, { "Key": "escalationCriteria", "Label": "Escalation criteria", "FieldType": "textarea", "HelpText": "Define measurable conditions that trigger escalation (time elapsed without action, severity score, repeat occurrence). Include thresholds and measurement method.", "Required": true }, { "Key": "escalationPath", "Label": "Escalation path (step-by-step)", "FieldType": "textarea", "HelpText": "Define the ordered escalation path and contacts/roles at each step. Include timelines for each step (e.g., 'After 30 minutes escalate to Supervisor; after 2 hours escalate to Plant Manager').", "Required": true }, { "Key": "slaResponseTime", "Label": "SLA / expected response time", "FieldType": "text", "HelpText": "Human-readable SLA (e.g., '15 minutes', '4 business hours'). This is the target time for initial response or action.", "Required": false }, { "Key": "decisionAuthorityLevel", "Label": "Decision authority level", "FieldType": "select", "HelpText": "The authority required to approve or execute the decision.", "Required": true, "Options": [ {"Value": "operator", "Label": "Operator / front-line"}, {"Value": "supervisor", "Label": "Supervisor"}, {"Value": "manager", "Label": "Manager"}, {"Value": "cross_functional_committee", "Label": "Cross-functional committee"}, {"Value": "automated", "Label": "Pre-authorized automated action"} ] }, { "Key": "humanCheckpointRequired", "Label": "Human checkpoint required before action?", "FieldType": "yesno", "HelpText": "Indicate whether an explicit human approval is required before any action is taken.", "Required": true }, { "Key": "autoActionsAllowed", "Label": "Are automated actions allowed?", "FieldType": "yesno", "HelpText": "If yes, specify automation boundaries in Routing Logic or Notes and ensure fallback/rollback plans are in place.", "Required": true }, { "Key": "outcomeRecordingMethod", "Label": "How outcomes are recorded", "FieldType": "select", "HelpText": "Specify how the decision outcome should be captured for audit and feedback.", "Required": true, "Options": [ {"Value": "manual_entry", "Label": "Manual entry in tool or log"}, {"Value": "automated_capture", "Label": "Automated capture from system / model"}, {"Value": "integrated_report", "Label": "Linked report / dataset"}, {"Value": "other", "Label": "Other (describe below)"} ] }, { "Key": "outcomeCaptureLink", "Label": "Outcome capture link or location", "FieldType": "text", "HelpText": "Link to the form, report, database table, or ticketing system where outcomes will be recorded.", "Required": false }, { "Key": "feedbackLoop", "Label": "Feedback loop for model & process improvement", "FieldType": "textarea", "HelpText": "Describe how recorded outcomes feed back to analysts, model owners, or process owners (who reviews, frequency, metrics used to adjust models or rules).", "Required": true }, { "Key": "measurementKpis", "Label": "KPIs and success criteria", "FieldType": "textarea", "HelpText": "List the KPIs that indicate whether the decision is working (e.g., 'rework rate', 'time-to-resolution', 'false positive rate'). Include targets where possible.", "Required": false }, { "Key": "reviewCadence", "Label": "Review cadence for the decision definition", "FieldType": "select", "HelpText": "How often the decision rules, thresholds, and routes should be reviewed and validated.", "Required": true, "Options": [ {"Value": "monthly", "Label": "Monthly"}, {"Value": "quarterly", "Label": "Quarterly"}, {"Value": "biannual", "Label": "Biannual"}, {"Value": "annual", "Label": "Annual"}, {"Value": "ad_hoc", "Label": "Ad hoc / as-needed"} ] }, { "Key": "lastReviewNotes", "Label": "Last review notes / version", "FieldType": "textarea", "HelpText": "Brief notes about the last review, responsible reviewer, or version identifier.", "Required": false }, { "Key": "relatedPlaybooksOrModels", "Label": "Related playbooks, SOPs or model links", "FieldType": "textarea", "HelpText": "Links or references to related operational playbooks, SOPs, or the analytics models that feed this decision.", "Required": false }, { "Key": "implementationNotes", "Label": "Implementation notes / constraints", "FieldType": "textarea", "HelpText": "Any technical, regulatory, or operational constraints to be aware of when routing, automating, or escalating this decision.", "Required": false }, { "Key": "templateNotes", "Label": "Internal notes or tags", "FieldType": "textarea", "HelpText": "Optional tags, stakeholder notes, or internal metadata used for search and classification.", "Required": false } ] }