Operating model

A simple operating model that scales

Start with a minimal set of rules that keep the system predictable:

• Waiting is for triage
• Mine is for active work you own
• Transfer when the case belongs to a different lane or specialist
• Close when resolved

Suggested responsibilities by role

• Agents: triage from Waiting, own cases in Mine, transfer when needed
• Admins/Owners: monitor All Taken, maintain workflows/departments/tags, ensure staffing matches volume

Keep workflows and inbox aligned

When you change routing in Workflows:

• validate the Inbox handoff path still works for edge cases
• ensure departments and tags still match the lanes the workflow creates
• watch for ambiguous states (automation continuing after handoff)

See:

• Operational rollout checklist
• Inbox handoff