{
  "map": "operations-queue-optimization-escalation-map",
  "routes": [
    {"condition": "blocked_work", "owner": "workflow_owner", "response": "clear dependency or reassign"},
    {"condition": "sla_exposure", "owner": "queue_lead", "response": "assign immediate owner and notify stakeholder"},
    {"condition": "customer_impact", "owner": "customer_operations", "response": "prepare customer-impact brief"},
    {"condition": "control_exception", "owner": "risk_owner", "response": "pause automation and review"},
    {"condition": "owner_handoff", "owner": "operations_manager", "response": "confirm accepting owner and due time"}
  ]
}