The operational decision
Measure whether a caller received a correct fact and usable next step. A useful measurement answers an operational question, such as whether office facts are correct or whether the pilot fits its agreed allowance. A large call count alone does not show useful coverage.
Prepare the workflow
Write a completion rule for each public topic; do not count a polite ending, long conversation or transfer attempt as success by itself.
Example wording for approval
“For this example, completion means the approved entrance was explained correctly. It does not mean a visit was arranged or a patient request was resolved.”
Worked example
A fictional caller asks where to enter, hears a confident but incorrect door description and says thank you. A conversation-completed flag would count this as success even though the task failed. Define completion as a correct approved answer with a usable next step. During review, compare the spoken fact with its source. The caller's polite closing is useful context, but it cannot replace the factual check or justify marking a wrong answer complete.
Handoff record
Record these task-specific fields: topic, completion rule, exclusion, review sample.
Acceptance check
Review a fictional call that ends pleasantly after giving the wrong entrance. It must fail the completion measure despite its conversational quality.
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