How can a simulation test recovery when the receiving team rejects a referral?

A utility agent submits referral REF-2187 for account ACC-0412. The intake tool accepts the record, but the receiving team later returns it because the account belongs to a service category handled by another specialist queue. The environment changes the referral status from submitted to returned and assigns a routing reason.

The frontline worklist now contains a follow-up task. The model must read the return event, check the service category and use the supplied routing policy to choose the correct destination. It must also preserve the original customer context so the customer is not asked to repeat information already recorded.

The consequence of ignoring the event is a referral that exists in the system but has no team progressing it. A model that merely checks for a referral identifier can therefore report a misleading outcome.

Evaluation should inspect the entire recovery: recognition of the returned state, a justified routing correction, continued ownership until transfer and an accurate customer update. This scenario teaches that record creation and effective handover are separate milestones.