Notes Treating agents like the people next to them
Treating agents like the people next to them
Show who has the request, and let a person correct a bad handoff.
If agents are going to work next to people, they need to be treated like teammates, not features. The goal is not more chatting. Give them a goal and the reference material, let them check each other, and have the person review the result.
At work that means
- Show who has the request. You should always see which agent is handling it, the way you see who a ticket is assigned to.
- Keep a wrong handoff visible. A general agent passes the work to a domain agent. When that handoff is wrong, people don't argue. They leave. Don't hide it behind a silent reroute.
- One tap to redirect. Every correction is logged as a misroute. That gives the team a real number for how often routing fails.
- Ask only when something is missing. Most of the context is already in admin settings and company data. The agent should check there before it asks the person.
Related: Making a wrong handoff visible.