# Support QA review workflow blueprint

Version: 1.0
Canonical job: `/solutions/customer-support/support-qa-review`

## States

`cycle_draft -> population_frozen -> sampled -> evidence_ready -> assigned -> reviewed -> calibration_pending -> confirmed|disputed -> routed -> closed`

## Core records

```yaml
cycle: {id: string, population_query: string, population_count: integer, rubric_version: string}
sample_item: {conversation_id: string, class: random|risk|overlap, reason: string, probability: number|null}
evidence_manifest: [{event_id: string, source: string, timestamp: datetime, access_class: string}]
criterion_result: {criterion_id: string, result: pass|fail|na|uncertain, evidence_ids: [string], rationale: string}
review: {reviewer_id: string, submitted_at: datetime, results: [criterion_result], root_causes: [string]}
adjudication: {status: string, adjudicator_id: string, reason: string, at: datetime} | null
```

## Actor boundaries

- **Code:** freezes cohorts, samples, retrieves evidence, validates schema, assigns, aggregates and routes.
- **AI:** may suggest one criterion result with cited evidence; cannot produce people rankings or consequences.
- **Human:** owns final subjective/severe findings, calibration, disputes, coaching and any individual consequence.

## Determinism and idempotency

- Sample manifest is immutable after `sampled`.
- Key each review by `cycle_id:conversation_id:rubric_version:reviewer_id`.
- Resubmission creates a revision; it does not overwrite the first review.
- Aggregates partition random and targeted samples and expose denominators.

## Acceptance tests

1. The random sample reproduces from the stored seed and population.
2. Every risk case retains its trigger reason.
3. A result without evidence cannot submit unless explicitly `uncertain` with reason.
4. Two reviewers can score overlap cases without seeing each other’s result.
5. Rubric versions cannot mix silently in one cycle.
6. Disputes preserve original, response and adjudication.
7. Disabling model assistance does not stop human review.
8. No workflow output directly changes employment or compensation state.