The handoff is part of the experience.

Customers move between agents, channels, systems, and people to complete a task. Validate that the journey works end to end, including what happens when an agent transfers context or a customer changes channels.

Test the complete customer task, not just one conversation.
Find broken routing, missing context, and failed handoffs.
Connect journey evidence to the teams that can fix it.

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CJourney trace / Account update

Illustrative interface

Customer task: update account details

01AI voice agentIntent captured

02VerificationIdentity checked

03Secure link / SMSLink delivered

04Human handoffContext missing

Handoff needs review: the customer’s verified context was not available to the support specialist.