Editorial draft available to read. Factual and language review is pending. Examples are illustrative.
Decision and method
Define separate states for requested, recorded, assigned and handled handoffs. Displaying a button or saving an enquiry does not mean a person has received it. Associate each state with evidence and a timestamp, and specify the minimum context needed to continue without making the visitor repeat everything.
Illustrative example
Illustrative example: ten conversations request contact, eight are saved and six receive an owner. Recording success is 8/10; assignment among recorded enquiries is 6/8. Reporting 100% handoff success because ten buttons were clicked would hide two storage failures and two requests still lacking an assigned person.
Acceptance check
Test a successful handoff, storage failure and missing owner. The user must receive a message matching the actual state and a reference when a record exists. Reporting should follow the entire request without counting retries as new contacts or promising personal attention that has not yet occurred.
Key takeaways
- Measure handoffs through confirmed states rather than the presence or number of clicks on a button.