How cases are routed

When a report arrives, ClearVoice creates a case and runs your routing rules. The aim is that every case reaches someone suitable without waiting for a person to notice it.

The decision, step by step

1. The report's category, urgency, subject level, retaliation flag and implicated department are read.
2. Conflicts are built: the implicated department and everything below it, and any named person with their reporting line.
3. Active rules are checked in priority order. The lowest priority number goes first.
4. The first rule that matches and whose handling department is not in conflict wins.
5. The rule may raise the case's confidentiality level.
6. If the rule asks for human approval, the case waits in Awaiting approval until someone confirms the route.
7. If no rule matches, or every match is in conflict, the case is escalated and flagged Needs manual routing.

Every decision is recorded

The case keeps a routing history showing which rule matched, what was skipped and why. Rules are versioned, so you can see what a rule said at the time.

Manual routing

A person with the assign permission can override any route, and must write a justification. You can also re-run routing after you change rules.