Owner Detection
Identifying the right human or team to route a request to — by tenant, region, product area, expertise, on-call, or load — instead of dropping it in a shared queue.
A shared queue is a routing decision deferred to the unluckiest person watching it. Owner detection makes the decision at routing time using signals the agent already has.
What it solves
Removes the 'this is not my queue' bounce. Routes work to the team whose existing process, knowledge, or on-call covers it.
How we build it
Each ownership signal — tenant, region, product area, account tier, on-call rotation, current load — is resolved against an ownership graph kept in code. The agent combines signals into a single routing decision; ambiguous cases route to a triage human or to a default with a flagged note.
- Ownership graph in code
- Multi-signal routing decision
- Load-aware tiebreaking
- Ambiguity flagged, not silently absorbed
What changes when it is in place
Queue bounces drop. Time-to-correct-owner becomes a metric. Reorgs become an ownership-graph edit instead of an institutional-memory project.