What can a focused pilot reveal about complaint handovers?

A retail support agent investigates CASE-0964 after a customer disputes a refused return. The supplied rules require a specialist reviewer to decide whether an exception is justified. The agent submits referral REF-0318, but the receiving queue returns a capacity response without accepting ownership.

The case moves from investigation complete to referral pending. The original support role remains accountable until the receiving role accepts the handover. If the agent treats submission as acceptance, the complaint can leave the support queue without entering an active review queue.

A focused pilot can provide an accepted referral path, a rejected path and a path requiring a permitted fallback. The agent needs to inspect the referral result and apply the supplied ownership rules. The review should examine whether the case remains visible to an accountable role at the end of each run.

This teaches a precise distinction between requesting transfer and completing transfer. The first sample request can centre on that distinction, with generated queue responses and ownership history. Broader retail policies can remain outside the pilot until the handover behaviour is understood.