Why our first week is all interviews

The rules that matter are rarely in the documentation. They live in the heads of the people who work the queue.

Shadow, then ask

We watch real cases first and ask questions after. "Why did you skip that one?" uncovers more rules than any workshop.

Write the rules down together

By Friday we have a one-page rulebook the team agrees with. It becomes the agent's instructions and the test it's measured against.