Ownership is a working condition
A queue is owned when someone can describe its current condition, the risks, the actions under way and the next decision time. A name on an organization chart is not enough.
The same principle applies to a customer case. The record should show who is acting, what they are waiting for and when the customer will hear again.
Build the rhythm around exceptions
Routine dashboards matter, but the management system becomes visible when demand changes, a system fails or a policy leaves the team uncertain. Prepared escalation routes reduce the time spent deciding who should decide.
After the event, keep the action record. The goal is not to blame the person closest to the queue; it is to improve the design that made the exception harder to handle.