"Case or decision","Expected rule or evidence","Initial status","Actual result","Owner","Evidence reference"
"Customer initiation","Count current phone and message demand separately","Not measured","","",""
"Task suitability","Urgency, spoken detail and visual material needs","Needs review","","",""
"Accessibility","Customer preferences and supported alternative","Needs review","","",""
"Business outcome","Same verified task definition across channels","Not defined","","",""
"Handoff","Accountable owner and current context across channels","Not tested","","",""
"Cost","Contract, staff exceptions and shared integration cost","Not measured","","",""