Refusal Rate

Refusal rate is meaningless as a single number. A system refusing nothing is ungoverned; one refusing widely is unusable; and both extremes are reached by tuning a threshold rather than by improving judgement. The useful measurement is composition — which categories are being refused and whether they match the categories policy intended. High refusal concentrated in genuinely out-of-scope requests indicates working boundaries; the same rate spread evenly across legitimate questions indicates a blunt rule that staff will route around.

Because scope boundaries in Centralpoint are governance-tier skills with defined subject remits, refusals attach to a specific rule rather than to an opaque threshold. The Interaction Log records which skill governed each declined request, so refusal composition is reportable and a rule refusing too broadly is identifiable by name.