Escalation: The Agent Hands Off When Uncertain

A nurse who finishes a shift does not tell the next nurse to read the whole chart. Many hospitals use a fixed format for this conversation, called SBAR: situation, background, assessment, and recommendation. The next nurse can act within minutes, because the person who knows the patient has stated what matters, what has been done, and what should happen next.

An agent reaches the same moment when a case should pass to a person. A bare transcript makes the person read the whole history, and the customer may have to explain everything again