Routing research
Multi-location call routing consistency research
A research method for comparing call-routing rules across locations while preserving local exceptions, ownership, accessibility, and evidence.
Headline finding
Consistent routing means the same intent reaches the approved destination under the same documented rule, while legitimate location exceptions remain explicit and owned.
Methodology
Build a routing matrix with intent, location signal, required information, destination, fallback, exception owner, and evidence. Compare a representative sample across locations and time periods. Separate routing agreement, handoff acceptance, and final resolution so one measure does not hide another.
Key findings
- A shared rule needs version ownership and a process for local exceptions.
- Caller-provided location should be confirmed when it affects destination or eligibility.
- Unclear routing should be recorded as unresolved and escalated rather than silently assigned.
Evidence review
Preserve the original intent, routing decision, rule version, destination, acceptance event, and correction history. Do not expose unnecessary location or identity details in a public-facing note. Owners approve legal, clinical, financial, safety, identity, and privacy exceptions.
Sources
1. NIST Cybersecurity Framework 2.0 2. NIST Privacy Framework 3. W3C WCAG overview 4. FCC accessibility resources 5. SBA manage your business 6. FTC Protecting Personal Information