Build qualification criteria

Build qualification from the decision backward. Start by defining what should happen after each result, then ask only the questions needed to choose between those paths.

Define the two result paths

Write one sentence for a qualified caller and one for a not-qualified caller. Decide the primary action and a useful backup for each path.

Choose the minimum criteria

Use no more than the available three criteria. Each question should change the final decision. Remove questions that only collect background information.

Order the strongest decision first. For example:

1. Is the request within the service area?
2. Is the requested service one the business offers?
3. Is the caller’s timing compatible with the service?

Choose the entry method

Use after-greeting entry when most callers should be offered qualification. Use direct-request or topic entry when qualification applies only to a specific need.

Test the matrix

Run:

• one all-positive path;
• one early negative path;
• one ambiguous answer;
• one normal call that should not enter qualification;
• one unavailable primary action to verify the backup.

Confirm the recorded result and action in Inbox.