The operational decision
Estimate the workload suitable for the information-only pilot without counting patient requests as eligible. 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
Use staff-created aggregate categories such as hours and directions over a representative period; exclude personal requests from the suitability total.
Example wording for approval
“The example baseline counts public-information questions only. It does not count appointments, prescriptions or individual billing questions as calls the pilot can handle.”
Worked example
A fictional tally contains forty hours questions, twenty directions questions and thirty appointment requests. Only sixty questions belong in the public-information suitability total. Counting all ninety would overstate the pilot's scope. Keep the category definitions next to the tally so a second reviewer can reproduce the inclusion decision. This baseline is an operational estimate; it does not establish that all sixty conversations will be resolved without staff involvement or that staffing costs will fall by an equivalent amount.
Handoff record
Record these task-specific fields: period, category definition, aggregate count, exclusion rule.
Acceptance check
Recalculate the total with one patient-request category accidentally included. The reviewer should identify and remove that category before using the forecast.
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