Routing Logic Acceptance Test (Onboarding)

Routing Logic Acceptance Test (Onboarding)

1. 01

   Build a routing matrix from the client's real intake channels before touching any platform configuration

   List every channel the client actually receives requests on (email alias, web form, in-app chat, WhatsApp, phone) and map each to an owning queue. Skip channels the client mentions aspirationally but has never used.

2. 02

   Write 12 representative tickets that cover the client's top five request types plus three edge cases

   Pull the request types from the client's last 90 days of inbox history. Edge cases should include a billing dispute, a request in a non-primary language, and a message that arrives with no account identifier attached.

3. 03

   Define the priority and escalation ladder in writing, with named owners and response-time targets per tier

   A tier that says 'urgent' without a named human and a clock is not a tier. Record who gets paged, at what hour, and what happens when that person is unavailable.

4. 04

   Configure the platform's routing rules, then replay all 12 test tickets through the live configuration

   Run the tickets as if they were real inbound messages, including any AI triage or auto-assignment layer. Capture where each one lands, how long assignment takes, and whether the assigned agent has the right skill tag.

5. 05

   Score each replay against the intended destination and log every misroute with its cause

   Separate failures into rule-logic errors (wrong condition), data errors (missing field the rule depends on), and taxonomy errors (the request type was never defined). Each class has a different fix owner.

6. 06

   Fix the taxonomy before fixing the rules when the same ticket type misroutes twice

   Repeated misroutes usually mean the category itself is ambiguous, not that the rule is wrong. Rewrite the category definition and re-run the affected tickets.

7. 07

   Re-run the full 12-ticket set after every configuration change until two consecutive clean passes

   A single clean pass can be luck. Two consecutive passes on the same ticket set, with no rule edits in between, is the acceptance bar.

8. 08

   Hand the routing matrix, test tickets, and pass log to the client as the onboarding deliverable

   The client signs off on the routing behavior, not on the platform setup. This artifact becomes the baseline for every later change request and the evidence trail when a misroute is disputed.