Record timing and contact outcome separately
Synthetic callback starts must be at or after 14:00 and before 14:20 Hong Kong time on 21 October 2026. Call A starts 14:10 but has no answer; B starts 14:18 and completes a two-way conversation at 14:21; C starts at 14:20, outside the allowed start window. The window controls starting, not finishing. An attempted call does not establish that a case update reached the customer.
| Call | Start | Contact evidence | Outcome |
|---|---|---|---|
| A | 14:10 | No answer | In-window attempt only |
| B | 14:18 | Two-way conversation ends 14:21 | Completed contact; start eligible |
| C | 14:20 | Start outside window | Needs revised arrangement |
Close the contact task from actual conversation evidence
- Read agreed call-start window
- Record each attempted start
- Record answered or unanswered result
- Complete contact or arrange next action
An unanswered call cannot become a delivered case update without a separately evidenced communication.
How many completed contacts started within the window?
Show the worked answer
One: B. A is only an attempt, and C starts at the excluded 14:20 boundary. B may finish at 14:21 because the rule controls its start.
Record attempted and completed contact separately. If another communication supplies the case update, keep its own delivery evidence.