title = "Shift Handoff and Queue Management"

content = """
When ending a shift, agents hand off open tickets to ensure continuity. Incomplete
handoffs lead to duplicate work and missed SLAs.

**Handoff Checklist:** Document current status, next steps, customer temperament,
and any pending actions. Assign to the oncoming agent or leave in queue with
clear notes.

**Urgent Items:** Flag tickets approaching SLA breach. Escalate or escalate
within team if needed. Never leave critical tickets unassigned.

**Communication:** Brief the oncoming shift on any platform incidents or
unusual volume. Use the team channel for real-time updates.
"""  # noqa: E501

version = "0.0.1"
