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AI PRODUCT OPERATIONS · CASE 03

Analytics & Reporting Triage Operator

A configurable decision system that converts raw requests into auditable ownership, readiness, priority, action, and escalation.

My role
Product Owner, policy author
Portfolio status
Sanitized working operator pattern

01 / Business problem

The decision behind the work

Analytics requests arrived through email, tickets, chat, and meetings. Claimed urgency, unclear ownership, unavailable source data, and genuine report defects were often mixed together, making intake dependent on who happened to read the request.

I captured the department’s judgment as explicit rules so the decision could be consistent, explainable, and adapted when the operating policy changed.

02 / My product decisions

How the decision works

  1. 01
    Make a decision, not a summary. Every output must classify type, owner, readiness, priority, action, and escalation.
  2. 02
    Separate requester urgency from validated urgency. Impact, time-sensitivity, capacity, and dependencies determine priority.
  3. 03
    Stop at the operator boundary. Triage does not scope, estimate, design, code, or pretend that missing source data is a reporting task.
  4. 04
    Store policy outside the request. The same evidence can produce a different decision for Analytics versus Operations without changing the request itself.

Interactive evidence

Triage a sanitized request

Change the evidence or operating policy and inspect the decision trace.

TRIAGE DECISION

Request type
Report enhancement
Owner
Analytics / BI
Readiness
Not ready - required source or owner missing
Priority
Backlog
Recommended action
Log the dependency, notify the requester, and set a re-evaluation trigger.
Escalation
No

Rule trace: analytics policy → enhancement route → blocked gate → medium/soon priority.

03 / Evidence

What the demonstration proves

The lab demonstrates a deterministic, in-browser version of the decision shape. It is intentionally transparent: visitors can see which evidence and policy changed the output.

04 / Outcome

1-day decision SLA

The broader portfolio operating system used a one-day intake decision SLA, supported by explicit readiness, routing, and escalation rules.

05 / What I’d carry forward

An operator earns trust by refusing adjacent work. “Needs investigation” is not a triage decision, and a business-provided SQL statement is not a build specification.