Human boundaries and operational ownership

Decide where people remain accountable in an automated operation and who owns recurring exceptions.

Automation does not remove process ownership.

The process owner remains responsible for deciding what Lleverage may handle routinely, what requires human judgement and what evidence is needed when a person is called in.

Define the human boundaries deliberately

A configured Workflow can create a Request when it needs a decision or missing input. Those boundaries should reflect real authority or judgement, not uncertainty that nobody has resolved.

For each recurring handoff, know:

• why a person is needed;

• who is allowed to decide;

• what context they need;

• what happens after they respond;

• whether repeated handoffs indicate a missing rule, data source or system capability.

Agent questions inside a foreground session are separate from Workflow-created Request Inbox items.

Own the exceptions, not only the happy path

A process owner should periodically review what reaches people, what fails and what operators correct manually. The goal is not necessarily to eliminate every exception. It is to know which exceptions are intentional and which ones reveal work that should be improved.