Use notes and request a shift handoff

Keep personal follow-up visible and prepare a clear handover.

Before you start

AgentHub access; supervisor involvement for handoff approval.

Steps

1. Use Notes to record personal work and maintain its New, In progress or Done state.
2. When a shift handoff is needed, create a handoff request.
3. Describe the problem, attempted steps, results, missing information and next action.
4. Allow the supervisor to review the request and select the receiving agent.

Expected result

The next agent receives explicit context rather than an unexplained reassignment.

Important behaviour

Notes are not scheduled callbacks. Shift handoff is distinct from specialist escalation through an incident assignment.

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