Escalation · The context transfer · Element
The verification
Whether the receiving side actually read it.
The part
What it is
Passing and reading are different. Asking the second-line handler what they knew before their first contact with the customer is the test.
Where the answer is that they read the last message only, the transfer is not working regardless of what the system contains.
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 context transfer
The package
What is passed on.
LearnThe continuity
Whether the customer keeps one point of contact.
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