ORIGINAL SYSTEM DESIGN QUESTION
Evidence-based support case routing
Route incoming support cases to qualified agents while preserving case history.
Original exercise · foundation. Editorial role relevance does not imply a company has asked this question.
Requirements and constraints
- 100,000 cases/day; 2,000 agents; priority cases need assignment within two minutes.
- Model suggestions must not overwrite agent decisions; private attachments need access controls.
- State assumptions and justify security, cost, operational ownership and data retention.
Pressure round
An agent goes offline after a high-priority case is assigned.
Build and explain the design
Requirements & scope
Who uses it? What must it do? What is explicitly out of scope? State latency, durability and privacy goals.
Self-review guidance
Define the actors, required operations and out-of-scope behavior. Explicit requirement: Model suggestions must not overwrite agent decisions; private attachments need access controls.
Capacity estimates
State assumptions, peak requests/second, data volume and retention. Show your arithmetic and units.
Self-review guidance
Use this workload: 100,000 cases/day; 2,000 agents; priority cases need assignment within two minutes. Convert rates and payload sizes into peak compute/storage assumptions; show units, headroom and what remains unmeasured.
APIs & data model
Describe endpoints/events, entity keys, indexes, authorization, and idempotency.
Self-review guidance
Define case events, skill/availability records, assignment leases and overrides.
Architecture & data flow
Describe components and request/event paths. Use plain text arrows to sketch your design; explain each responsibility.
Self-review guidance
Separate intake, routing suggestions, assignment authority and review queues.
Failures & observability
What happens on overload, duplicate events, partial failures or lost dependencies? Discuss monitoring and recovery.
Self-review guidance
Pressure-test: An agent goes offline after a high-priority case is assigned. Describe bounded recovery, deduplication, observability and a user-visible failure state.
Tradeoffs & alternatives
Compare two plausible approaches. State the costs, consistency model and what would make you change the design.
Self-review guidance
Compare automatic reassignment with ownership continuity and user-visible status.
Design guidance describes assumptions and tradeoffs; no architecture has been simulated or benchmarked.
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