L
Lineage Legal
Legacy by Intention
Checking... — --
Active roster
Kane Ochoco — Primary Intake — Ext. 102
Kevin Ochoco — Backup Intake — Ext. 103
Amber Gonska — Attorney / Owner — Ext. 101
After-hours — not active yet
Coverage status
KaKane:
KeKevin:
Active
2
Grace period
1
Transferred out
2
Satisfied today
3
Active — within SLA2
CallerTypeLMRoutingTime inTimerLM follow-up
Carol SimmonsClientIn LMKane Ext.102 direct10:51 AMBy 3:00 PM
Renee FontaineProspectIn LMKane Ext.102 direct10:44 AM54m left
Grace period — 1 to 3 hours1
CallerTypeLMRoutingTime inTimerLM follow-up
Patricia LaneProspectNot in LMKane Ext.102 direct9:52 AM1h 42m
Transferred to Kevin — your awareness2
CallerTypeLMRouting pathTransfer reasonTimerKevin's status
Marcus WebbProspectIn LMKane→Kevin Ext.103 TransferredKane on call1h 26mKevin handling
Henry ParkClientIn LMKane→Kevin Ext.103 TransferredKane unavailableBy 3 PMKevin handling
Satisfied today3
CallerTypeRoutingCallbackSLA metLM follow-up
Lisa MonroeProspectKane Ext.10234 minYes
Anne DoyleClientKane Ext.1021h 22mYes
Greg NovakProspectKane Ext.10222 minYes
Carryover VMs
2
Missed today
1
Resolved
2
Shared VM box
Ext. 201
Carryover — after hours priority2Priority queue
CallerLMRouting pathVM receivedBiz openOverdueLM follow-up
Patricia WebbIn LM→ Shared VM Ext.201Fri 11:47 AMMon 8:00 AM65h 17m
James RichterNot in LM→ Shared VM Ext.201Fri 9:20 AMMon 8:00 AM68h 44m
Missed today — during hours1
CallerLMRouting pathMissed atElapsedLM follow-up
Ray DonovanNot in LMKane→Kevin→Shared VM Ext.20110:22 AM32m
Active cadences
3
Due today
2
Converted
1
Day 7 nurture
1
Due today — action required2
ProspectDayFirst contactAttemptLast outcomeLog outcome
Marcus WebbDay 3May 3Attempt 3Left VM
Tom AldridgeDay 7Apr 28Attempt 5Left VM x3
Upcoming — next few days1
ProspectDayFirst contactNext dueLast outcomeStatus
Fiona MarshDay 2May 4TomorrowNo answerAttempt 2 due tomorrow
My calls this week
26
Within 1-hr SLA
73%
Grace period
15%
Avg callback
51m
My rollover summary — this week
Routing outcomeCount%Status
Answered by me directly1869%Primary handling
Rolled to Kevin519%Backup used
Reached shared VM Ext.201312%Both unavailable
My callback time distribution
WindowCount%Status
Under 30 min831%Excellent
30 min – 1 hour1142%Within SLA
1–3 hours (grace)415%Monitor
Over 3 hours312%Please follow up immediately
Needs attention
0
Grace period
1
Active
2
Transferred to Kane
1
Satisfied today
2
Active — within SLA2
CallerTypeLMRoutingTime inTimerLM follow-up / Transfer
Carol SimmonsClientIn LM Kane→Kevin Ext.103 From Kane 10:51 AMBy 3 PM
Renee FontaineProspectIn LM Kevin Ext.103 direct 10:44 AM16m left
Grace period — 1 to 3 hours1
CallerTypeLMRoutingTime inTimerLM follow-up / Transfer
Marcus WebbProspectIn LM Kane→Kevin Ext.103 From Kane 9:34 AM1h 26m
Transferred to Kane — your awareness1
CallerTypeLMRouting pathTransfer reasonTimerKane's status
Henry ParkClientIn LMKane→Kevin→Kane To KaneKane now availableBy 3 PMKane handling
Satisfied today2
CallerTypeRoutingCallbackSLA metLM follow-up
Bob KesslerProspectKane→Kevin Ext.10348 minYes
Fiona NashProspectKane→Kevin Ext.103Day 2Yes
Shared voicemail — Ext. 201
All voicemails route to the shared VM box Ext. 201. Items will appear here when claimed by or transferred to you.
Assigned to me
1
Due today
1
Kane is lead
3
Attempts covered
4
Assigned to me — Kane out or overflow1
ProspectDay LeadFirst contact AttemptLast outcome Log outcome
Marcus Webb Day 3 KaKane May 3 Attempt 3 Left VM
Full cadence — Kane leads, your visibility3
ProspectDay LeadNext due Last attemptLast outcome Status
Tom Aldridge Day 7 KaKane Today Attempt 5 Left VM x3 Re-engagement due
Fiona Marsh Day 2 KaKane Tomorrow Attempt 1 No answer On track
Patricia Lane Day 1 KaKane Today Attempt 1 In progress Within SLA
My covered attempts — this week4
ProspectDay LeadDate covered OutcomeNotes
Bob KesslerDay 1KaKaneMay 4Left VMKane was on another call
Fiona NashDay 2KaKaneMay 3Reached — scheduledConverted — Kane notified
Ray DonovanDay 1KaKaneMay 2No answerKane out — covered attempt
Marcus WebbDay 2KaKaneMay 4Left VMOverflow — high volume day
My calls this week
21
Within 1-hr SLA
81%
Grace period
14%
Avg callback
38m
My rollover summary — this week
Routing outcomeCount%Status
Received from Kane — handled1886%Resolved
Received from Kane — hit shared VM314%Both unavailable
Management view — Heather Gonska & Amber Gonska
Full operation visibility. Escalation alerts → heather@lineagelegal.com. Weekly KPI summary → heather@ & amber@ every Friday at noon.
Total escalated
3
Kane escalations
3
Kevin escalations
0
VMs unresolved
2
Not in LM flags
3
Escalated calls — 3+ hours unresolved1
CallerTypeLMRoutingHandlerOverdueFollow-up status
James HollowayProspectNot in LMKane→Kevin→VM Ext.201KaKane3h 17mNo follow-up logged
Escalated voicemails — carryover unresolved past 11 AM2
CallerLMRoutingVM receivedHandlerOverdueFollow-up
Patricia WebbIn LM→ Shared VM Ext.201Fri 11:47 AMKaKane65h 17mPending
James RichterNot in LM→ Shared VM Ext.201Fri 9:20 AMKaKane68h 44mPending
Total open
6
Kane open
4
Kevin open
2
Transferred
2
Hit shared VM
3
All open items — full team6
CallerTypeLMRouting pathHandlerTimerStatus
James HollowayProspectNot in LMKane→Kevin→VM Ext.201KaKane3h 17mEscalated
Patricia LaneProspectNot in LMKane Ext.102 directKaKane1h 42mGrace period
Renee FontaineProspectIn LMKane Ext.102 directKaKane54m leftWithin SLA
Carol SimmonsClientIn LMKane Ext.102 directKaKaneBy 3 PMWithin SLA
Marcus WebbProspectIn LMKane→Kevin Ext.103KeKevin1h 26mTransferred→Kevin
Carol SimmonsClientIn LMKane→Kevin Ext.103KeKevinBy 3 PMTransferred→Kevin
Answered by Kane
56%
Rolled to Kevin
25%
Hit shared VM
19%
Total rollovers
14
Rollover breakdown — this week
Routing pathCount%Operational signal
Kane Ext.102 answered directly1856%Ideal — primary handling
Kane→Kevin Ext.103 answered825%Backup in use — monitor
Kane→Kevin→Shared VM Ext.20139%Both unavailable
Kane→Shared VM Ext.201 only39%Kevin also unavailable
Rollover by day of week
DayTotal callsTo KevinTo shared VMSignal
Monday1242High rollover — volume spike
Tuesday820Moderate — normal
Wednesday711Low rollover
Thursday510Low rollover
Friday401VM after noon close
Staffing signal — week over week
WeekVM rateRollover rateRecommendation
This week19%34%Monday spike — review coverage
Last week8%24%Trending up — watch closely
2 weeks ago5%18%Baseline — target range
Team calls
47
Team SLA rate
77%
Avg callback
46m
Not in LM flags
8
Conversions
13
Side by side — Kane Ochoco vs Kevin Ochoco
MetricKaneKevinSignal
Calls handled2621Kane primary
Within 1-hr SLA73%81%Kane below target
Grace period 1–3h15%14%Both similar
Escalated past 3h12%5%Kane — coaching needed
Avg callback time51m38mKevin on target
Prospect conversion37%40%Both strong
Not in LM flags53CRM hygiene review
Shared VM resolved AM4 of 53 of 3Kane 1 outstanding
Weekly KPI summary — sent Friday noon to heather@ and amber@
MetricThis weekLast weekTrend
Total calls4741Volume growing
Team SLA rate77%82%Slight dip — monitor
Shared VM rate19%8%Trending up — review
Conversions1311Improving
Not in LM flags85CRM hygiene needed
Lineage Legal — Legacy by Intention
Command Center • dashboard.lineagelegal.com • CST • Mon–Thu 8–5 • Fri 8–noon