Calls
We dialled the right number. We don’t yet know who picked up. Nothing in the brief is said until they prove it’s them.
Pick a client card to ring.
Sealed
What the person on the line has been told. Empty until they are verified.
Client cards
One card for each reason the bank rings out. Every workflow is built on the bank’s published rules. Three of these calls are meant to end in a no: the brother who answers, the fee that stands, and the number that must never be dialled.
Knowledge
Everything the agent can say about the bank, taken from the bank’s own website. If it isn’t in here, the agent doesn’t know it.
Playbook
The rules this desk follows, and how the system enforces them.
Desk
Calls placed this session, and what the controls did.