Smart queues & routing
Turn workflow obligations into atomic tasks, rank them by explicit policy, reserve them without double work, and route only to workers whose skills, permissions, capacity, and autonomy qualify.
Cases preserve why work exists. Tasks specify the next unit of work. Queues rank eligible tasks; they do not own case state or silently complete outcomes.
Task lifecycle
Completing a task can request a workflow transition; the case still checks exit criteria. “Call completed” does not mean “collections case resolved.”
Eligibility before ranking
A task is first filtered by hard qualifications:
- tenant and queue access;
- named permission and role;
- case/task type skill;
- language and accessibility skill;
- sensitive-content clearance;
- human-only, AI-assist, AI-prepare, or AI-execute policy;
- worker presence and active-task capacity;
- separation-of-duties conflicts;
- suppression, conflict, and assignment rules.
Only eligible work is ranked. High priority cannot route a bankruptcy-review task to an unqualified general worker.
Explainable priority
Ranking can combine configured severity, service-level time remaining, customer vulnerability, promised follow-up time, regulatory deadline, monetary exposure, aging, and fairness controls. The task exposes the factors that produced its score; opaque model output cannot be the sole reason urgent regulated work moved down a queue.
{
"taskId": "task_HBR_CALL_8",
"status": "available",
"priority": 82,
"queueId": "queue_early_collections",
"dueAt": "2027-05-01T17:00:00-07:00",
"rankingFactors": [
{ "factor": "service_level_remaining", "points": 35 },
{ "factor": "days_past_due", "points": 22 },
{ "factor": "customer_callback_window", "points": 25 }
]
}Atomic reservation
curl -X POST "$BASE/v1/servicing/queues/queue_early_collections/tasks/reserve-next" \
-H "Authorization: Bearer $TOKEN" \
-H "Content-Type: application/json" \
-H "Idempotency-Key: reserve-next-ana-4-2027-05-01T1000" \
-d '{
"workerId": "worker_ANA_4",
"skills": ["collections", "english"],
"reservationSeconds": 120
}'Selection and reservation happen atomically, so two workers cannot receive the same task. The reservation is a short offer, not permanent ownership.
Reassignment and escalation
Reassignment records source and destination, actor, reason, eligibility result, and service-level impact. Escalation is a case control that can create a higher-priority specialist task; it is not a way to bypass permissions or review requirements.
Fairness and operability
Monitor time-to-first-action, deadline misses, reassignments, expired reservations, workload by worker and language, AI/human fall-through, ranking drift, and subgroup outcomes. Do not optimize only throughput at the expense of customer access or regulated-work timeliness.