{
  "schema": "operations-queue-optimization-kit",
  "fields": [
    {"name": "queue_item_id", "type": "string"},
    {"name": "priority_score", "type": "number"},
    {"name": "priority_reason", "type": "string"},
    {"name": "owner", "type": "string"},
    {"name": "exception_class", "type": "string"},
    {"name": "sla_risk", "type": "low | medium | high | critical"},
    {"name": "next_best_action", "type": "string"},
    {"name": "resolution_state", "type": "open | assigned | blocked | resolved"}
  ]
}