Handoff Integrity Metrics

Handoff integrity is measured across four dimensions. Delivery Rate: percentage of handoffs successfully received by the intended agent — target 99.70%. Context Completeness: average completeness score across all handoff context packages — target 85.00%. Re-inquiry Rate: percentage of handoffs that require follow-up clarification from the receiving agent — target under 5.00%. Latency: time from handoff initiation to receiver acknowledgment — target under 120 seconds for P1, under 600 seconds for P2.

These four metrics are tracked in real time and reported daily. A degradation in any single metric predicts downstream quality issues within 24-48 hours. Context completeness below 80% correlates with a 23.41% increase in re-inquiry rate. Re-inquiry rate above 8% correlates with a 1.2-point drop in output quality scores. The metrics are leading indicators — they signal problems before the problems reach the customer.