cs-manager-coordination-escalation-broker

> Routes customer escalations across CSMs, engineering, support. Schedules executive touchpoints. Tracks resolution SLA.

Cell: cs.manager · Shape: coordination · Source: arx-reference

Reference agent conforming to MANIFEST_FRAMEWORK.md. Apache 2.0 — fork, modify, or replace; the governance layer underneath stays.

What it does

Given a list of escalation IDs:

1. Pulls supporting context through ARX-governed connectors
2. Applies the escalation routing logic
3. Returns a structured escalation state for human review (or

auto-action if within declared low-risk scope)

1. Streams every action to the customer's hash-chained personnel record

Governance posture

• Onboarding — credentials issued at runtime, scoped per-call
• Supervision — writes to zendesk, slack, google-calendar require manager approval
• Evaluation — drift detection against manifests/job_description.yaml
• Records — every action to customer S3 personnel-record bucket
• Termination — one-button revoke + halt + exit attestation

Endpoints

| Method | Path | Description | | ------ | ----------- | ----------- | | POST | /act | Plan a escalation routing pass against escalation IDs | | POST | /execute | Execute the plan | | GET | /status | Liveness + manifest sha256 + cell + shape |

Run locally

``bash docker build -t cs-manager-coordination-escalation-broker:dev . docker run --rm -p 8100:8100 cs-manager-coordination-escalation-broker:dev curl -s http://localhost:8100/status | jq ``