01RECEIVEDEmail, document, file, form, message or system event enters the evidence layer.
02IDENTIFYResolve client, case, process, IDs, source and time context.
03UNDERSTANDExtract facts, classify content and expose UNKNOWN / CONFLICT.
04OPTIMISECompare routing and processing alternatives against constraints and priorities.
05ROUTECreate department tasks, protocols, dependencies and NEXT ACT.
06CONTROLTrack SLA, waiting time, ownership, re-routing and blockers.
07VERIFYMeasure actual processing time, outcome and optimisation effectiveness.
Time to IdentifyIncoming → recognised case
Time to RouteIncoming → correct department
First Correct RoutingNo unnecessary hand-offs
Cost per CaseProcessing effort and rework