Channel handovers · The handovers · Element
The points
Where the customer is handed over.
The part
What it is
Between teams, between channels, between systems, and to a third party. All four feel the same to the customer.
Counted by following a case rather than by asking, since neither side of a handover can see the whole.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.
The other elements in the handovers
The frequency
How many customers pass through each.
LearnThe total
How many handovers a typical customer experiences.
Learn