Part B · The screens
B.13Escalation roster
Who gets each kind of case first, their backup, how long before a case moves on, working hours, the after-hours rule, and who is on call right now. Changes wait for a second person's approval.
- No.
- B.13
- Dashboard address
- /roster
What you can do here
Each core task, and how many clicks it takes from this screen.
| Task | Clicks | How |
|---|---|---|
| Change who backs up a kind of case | 3 | Roster → the backup on its row → pick the person. It is filed for approval; Undo in the message withdraws it. |
| Set one backup for every kind of case | 3 | Roster → the "Backup for every kind of case" select → pick the person. |
| See who is on call now | 1 | Roster: the "On call now" column, worked out from each row's working hours. |
How it works behind the scenes
- Twelve kinds of case, one row each: a request for a person, a request for a video call, a pricing or contract question, a new deal-size tier, non-standard contract terms, a payment problem, a refund or cancellation, low confidence, hostile messages, possible fraud, a legal threat, and "no approved precedent" (an action no rule has allowed yet).
- The escalation router reads this table for every new case: the first person gets it; if nobody takes it within the response time, it moves to the backup. After hours, the row's rule decides who gets it.
- In the prototype every row is a placeholder (Josh first, Sean as backup, 2 hours, Monday to Friday 09:00–18:00 Eastern) and says so until DMA confirms its real roster.
Rules and switches that apply here
- Every change is filed for a second person in Approvals → Config; nothing changes until it is approved.
The tables behind it
PK primary keyFK reference the database enforces (solid line)ID reference kept by id (dashed line)
| Table | What it holds | Columns |
|---|---|---|
| ctrl.roster | Who handles each kind of case, in what order, when, and how fast. | 10 |
The screen
localhost:13301/roster
The escalation roster (placeholders until DMA confirms).
- 1A kind of case, its person and response time.
- 2The backup.
Dashboard · Govern → Escalation roster. Captured from the running POC on September 25, 2026; synthetic data.
Not yet
- The names and hours are placeholders until DMA sends its real roster.
See it live
Opens the screen in the running POC, in a new tab.
| Open | Where | What to try |
|---|---|---|
| Roster | DMA AI dashboard | Who gets each kind of case, and who is on call now. |