Which policy variations should a generated task pack cover?

Use this checklist to specify policy dimensions that a generated task pack should vary deliberately and document clearly.

- Account ownership and authorised representative requirements. - Product-specific specialist destinations and exclusions. - Required wording when offering the referral. - Conditions for handling an existing open case. - Customer preferences that constrain contact channels. - Evidence permitted before specialist assessment. - Routes for cases outside the frontline policy.

Each dimension should change a decision the evaluated agent must make. Changing a product label without changing any applicable rule adds little coverage. Conversely, combining every variation in every task can make failures difficult to interpret.

Request a coverage map that identifies which rule each case exercises and which facts activate it. This allows evaluation teams to separate simple routing cases from tasks requiring several policy conditions to be reconciled.

The generated pack can also contain deliberately unsupported combinations, provided the expected response is defined. A customer represented by someone whose authority is incomplete might require clarification before proceeding. Such cases test whether the agent can recognise a policy gap without silently filling it with an invented rule.