> ## Documentation Index
> Fetch the complete documentation index at: https://docs.botcadence.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Handover

> Monitor handover insights and handle live handovers in Conversations

**Handover** in the project sidebar opens **Handover Insights** — analytics to monitor human handovers and resolution times. It is not the live queue.

Open **Operate → Handover**. If you do not see the page, ask a project admin for access. Analytics on your plan may also be required.

## Handover Insights

Filter by:

* **Status** — Pending, In progress, Completed
* **Channel** — chat insight channels plus Web voice
* **Select Date Range**

Summary cards: Total Handovers, Pending, In Progress, Completed, Total Feedback, Avg Rating.

The agent table (top agents for the period) shows Agent, Total, Pending, In Progress, Completed, Completion Rate, Avg Resolution Time, and Rating. Empty: **No Agent Data** — no handover metrics for agents in this period.

<Check>
  After agents take over conversations in a date range you select, cards and the agent table show non-zero totals.
</Check>

## Handle live handovers in Conversations

Live takeover happens in [Conversations](/docs/operate/conversations), not on this Insights page.

<Steps>
  <Step title="Open Conversations">
    Under **Operate**, select **Conversations**.
  </Step>

  <Step title="Filter My Handover">
    Open filters → **Assignment** → **My Handover**.
  </Step>

  <Step title="Take over or return">
    Open a thread. Use **Take over** when the AI is handling the chat. Use **Return to AI** when you are done. If another agent is handling the chat, you can view messages but cannot reply.
  </Step>
</Steps>

<Note>
  Enable human handover on your [workflow](/docs/build/workflows) (and assign agents under [Admin → Settings → Handover Agents](/docs/admin/settings)) so conversations can enter the handover queue. Insights only report handovers that already occurred.
</Note>