helpdesk-routing

Helpdesk Routing

Orchestrates helpdesk routing through a multi-stage Conductor workflow.

Input: issueDescription, customerId | Timeout: 60s

Pipeline

hdr_classify
    │
hdr_route_switch [SWITCH]
  ├─ tier1: hdr_tier1
  ├─ tier2: hdr_tier2
  ├─ tier3: hdr_tier3
  └─ default: hdr_tier1

Workers

ClassifyWorker (hdr_classify)

if (desc.contains("outage") || desc.contains("security")) tier = "tier3";

Reads description. Outputs tier, confidence, keywords.

Tier1Worker (hdr_tier1)

Reads customerId. Outputs handler, resolution, avgResponseMin.

Tier2Worker (hdr_tier2)

Reads customerId. Outputs handler, resolution, avgResponseMin.

Tier3Worker (hdr_tier3)

Reads customerId. Outputs handler, resolution, avgResponseMin.

Tests

10 tests cover valid inputs, boundary values, null handling, and error paths.

mvn test

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Run this example: see RUNNING.md for setup, build, and CLI instructions.