Exception Routing Workflows

Every process has exceptions and the honest question is whether they are routed or merely tolerated. Untracked exceptions become an informal second process with no owner, no measurement and no consistency — the same anomaly handled three different ways by three people. Routing them explicitly does two useful things: it ensures each is decided by someone competent to decide it, and it makes the volume visible, which is usually the more valuable outcome because a high exception rate means the standard path is wrong.

Because exception conditions in Centralpoint are expressed as rules with owners rather than as informal practice, the exception rate is measurable and the standard path can be corrected against evidence. The same discipline applies to the AI layer: requests that fall outside a governed scope are routed rather than answered, and the composition of those routings is reportable from the interaction record.