Handoffs between teams, and requests that come back

1. Open Insights, then Flow, and scroll down to Handoffs.
2. The tiles at the top of Flow show requests passed back and forth between people and the reopen rate. Handoffs adds back-and-forths with customers and people per request.
3. Each tile compares with the period before and names its dates. With fewer than 10 requests on either side it says "small sample".
4. "Common paths" lists the usual routes through your statuses and marks the paths that loop back.
5. "Usually finished by" shows who most often ends each type of request. It stays on this page and is never exported.
6. "Checklist steps", at the bottom of Flow, lists finished requests that still had steps open.

What you should see

You can locate repeated handoffs and open requests to investigate the cause.

If something is not right

A comparison says small sample. Use a longer period or more spaces you can access. A small sample does not support a reliable comparison.