The operational decision
Use errors to prioritize maintenance rather than treating all call volume as progress. 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
Count reviewed wrong or unsupported answers against the reviewed sample, label the sample size and group recurring root causes.
Example wording for approval
“This example review found a repeated outdated-hours answer. The next action is to correct its source and retest, not to change the success definition.”
Worked example
In a fictional sample of twenty reviewed public-information calls, three repeat an obsolete Saturday schedule. Record both the sample size and the three failures, then identify the single source correction they need. Do not count the issue only once in the observed error total, and do not open three unrelated content projects. After updating the source, repeat the failing questions. The next report should show the correction and the new test evidence separately from the original reviewed sample.
Handoff record
Record these task-specific fields: sample size, error category, affected fact, correction owner.
Acceptance check
Check whether the same defect appears under several question phrasings. The report should link them to one source correction without hiding repeat failures.
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