Check the guidance for your queue
Queue assignments and service expectations are specific to the team and location.
This fictional example does not set Northstar queue assignments, service-level targets, or escalation policy. Before taking action, check the current guidance for your assigned queue and location with your lead or the approved operating source.
Example: A sample queue handoff might require the receiving team to confirm ownership before the conversation is transferred. Treat that as an illustration only; follow your team's confirmed handoff procedure.
Three checks before a queue handoff
Illustrative prompts only; use the approved procedure for your queue.
Confirm the destination
Check that the receiving queue matches the customer's need and the routing guidance for your role.
- Verify the queue name in the approved guidance.
- Ask your lead if the routing instruction is unclear.
Leave a usable summary
Record the customer's request and the action already taken, using the fields required by your team.
- Include the relevant context.
- Do not add information your process does not authorize.
Make ownership clear
Follow your local handoff steps so the next owner can see what remains to be done.
- Use the confirmed transfer or escalation route.
- Check that the handoff is complete when your procedure requires it.
Where to confirm current queue information
Use a verified Northstar source for live assignments and targets.
Ask your team lead which approved queue source applies to your location and role. Connect that source to this site only after its owner and access are confirmed.
No live queue feed is configured in this gallery example.