A handoff changes the agent responsible for a case. It must transfer the relevant state, unresolved questions, evidence, and accountability without leaking unrelated context.

Handoffs Preserve Context and Ownership

An escalation policy identifies triggers, urgency, responsible people, evidence package, and fallback. Sending every problem to a generic inbox is not a functioning safety control.

Escalation Routes Uncertainty to the Right Human

A multi-agent evaluation measures task outcome, handoff loss, coordination overhead, correlated errors, unauthorized actions, and graceful degradation. Strong individual scores do not guarantee a strong team.

Evaluate the Team and Its Interfaces

In this situation—moving a technical support case to a human specialist—which choice best applies “Handoffs Preserve Context and Ownership”?

A timeout limits waiting, while cancellation asks downstream work to stop and release resources. The graph must define whether late results are ignored, compensated, or still valid.

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