Coverage status
KaKane:
KeKevin:
Answered today
—
Missed today
—
Calls to Log
—
In Follow-Up
—
Answered calls — log what happened0
| Caller | Type | LM | Routing | Time in | Call Handled | Notes | Handled By | Save |
|---|---|---|---|---|---|---|---|---|
| Loading answered calls... | ||||||||
Missed today
—
Voicemails
—
In Follow-Up
—
Missed calls — callback required within 1 hour0
| Caller | Type | LM | Routing | Time in | Timer | Call Handled | Notes | Handled By | Action |
|---|---|---|---|---|---|---|---|---|---|
| No missed calls — great! | |||||||||
Voicemails — call back + email if no answer0
| Caller | Type | LM | Routing | Received | Timer | Call Handled | Notes | Handled By | Action |
|---|---|---|---|---|---|---|---|---|---|
| No voicemails | |||||||||
Due today
—
Upcoming
—
Closed this week
—
Total active
—
Due today — action required0
No follow-ups due today
Upcoming — Day 2, 3 & 70
No upcoming follow-ups
Closed — reached or no response0
No closed follow-ups yet
Today
Answered Today
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Missed / VM Today
—
Calls to Log
—
Calls Handled Today
—
This Week
Total Calls
—
Answered
—
Missed / VM
—
Calls Handled
—
Weekly Performance — Business Hours Only
Answer Rate
No data yet
Callback Within 1hr Rate
No data yet
Logged by 5:30 PM
No data yet
Calls Handled %
—
Call outcomes — this week
| Outcome | Count | Signal |
|---|---|---|
| Loading... | ||
Answered today
—
Missed today
—
Calls to Log
—
In Follow-Up
—
Answered calls — log what happened0
| Caller | Type | LM | Routing | Time in | Call Handled | Notes | Handled By | Save |
|---|---|---|---|---|---|---|---|---|
| Loading answered calls... | ||||||||
Missed today
—
Voicemails
—
In Follow-Up
—
Missed calls — callback required within 1 hour0
| Caller | Type | LM | Routing | Time in | Timer | Call Handled | Notes | Handled By | Action |
|---|---|---|---|---|---|---|---|---|---|
| No missed calls — great! | |||||||||
Voicemails — call back + email if no answer0
| Caller | Type | LM | Routing | Received | Timer | Call Handled | Notes | Handled By | Action |
|---|---|---|---|---|---|---|---|---|---|
| No voicemails | |||||||||
Due today
—
Upcoming
—
Closed this week
—
Total active
—
Due today — action required0
No follow-ups due today
Upcoming — Day 2, 3 & 70
No upcoming follow-ups
Closed — reached or no response0
No closed follow-ups yet
Today
Answered Today
—
Missed / VM Today
—
Calls to Log
—
Calls Handled Today
—
This Week
Total Calls
—
Answered
—
Missed / VM
—
Calls Handled
—
Weekly Performance — Business Hours Only
Answer Rate
No data yet
Callback Within 1hr Rate
No data yet
Logged by 5:30 PM
No data yet
Calls Handled %
—
Call outcomes — this week
| Outcome | Count | Signal |
|---|---|---|
| Loading... | ||
SHOWING:
Today + unresolved carryover
Total escalated
—
Kane escalations
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Kevin escalations
—
VMs unresolved
—
Not in LM flags
—
Most overdue open calls — 3+ hours unresolved0
| Caller | Type | LM | Routing | Handler | Overdue | Follow-up status |
|---|---|---|---|---|---|---|
| Loading… | ||||||
Unresolved voicemails0
| Caller | LM | Routing | VM received | Handler | Overdue | Follow-up |
|---|---|---|---|---|---|---|
| Loading… | ||||||
Active
—
Grace / Late
—
Alerts
—
Satisfied today
—
Voicemails
—
Pending callback — within 1 hour0
| Caller | Type | LM | Routing | Time in | Timer | LM follow-up | Call Handled + Notes | Save |
|---|---|---|---|---|---|---|---|---|
| Loading... | ||||||||
Needs attention / Overdue — 1 to 3 hours0
| Caller | Type | LM | Routing | Time in | Timer | LM follow-up | Call Handled + Notes | Save |
|---|---|---|---|---|---|---|---|---|
| None in grace period | ||||||||
Leadership alert — 3+ hours / Overnight past 9 AM0
| Caller | Type | LM | Routing | Time in | Timer | LM follow-up | Call Handled + Notes | Save |
|---|---|---|---|---|---|---|---|---|
| No alerts | ||||||||
Satisfied today0
| Caller | Type | Routing | Callback | SLA met | LM follow-up |
|---|---|---|---|---|---|
| No satisfied calls yet today | |||||
Kane's voicemail queue0Shared VM Ext.201
| Caller | LM | Routing path | VM received | Biz open | Overdue | LM follow-up |
|---|---|---|---|---|---|---|
| No voicemails | ||||||
Active
—
Grace / Late
—
Alerts
—
Satisfied today
—
Voicemails
—
Pending callback — within 1 hour0
| Caller | Type | LM | Routing | Time in | Timer | LM follow-up | Call Handled + Notes | Save |
|---|---|---|---|---|---|---|---|---|
| Loading... | ||||||||
Needs attention / Overdue — 1 to 3 hours0
| Caller | Type | LM | Routing | Time in | Timer | LM follow-up | Call Handled + Notes | Save |
|---|---|---|---|---|---|---|---|---|
| None in grace period | ||||||||
Leadership alert — 3+ hours / Overnight past 9 AM0
| Caller | Type | LM | Routing | Time in | Timer | LM follow-up | Call Handled + Notes | Save |
|---|---|---|---|---|---|---|---|---|
| No alerts | ||||||||
Satisfied today0
| Caller | Type | Routing | Callback | SLA met | LM follow-up |
|---|---|---|---|---|---|
| No satisfied calls yet today | |||||
Kevin's voicemail queue0
| Caller | LM | Routing path | Received at | Elapsed | Status | LM follow-up |
|---|---|---|---|---|---|---|
| No voicemails | ||||||
Total open
—
Kane open
—
Kevin open
—
Transferred
—
Hit shared VM
All open items — full team0
| Caller | Type | LM | Routing path | Handler | Timer | Status |
|---|---|---|---|---|---|---|
| Loading… | ||||||
Answered by Kane
56%
Rolled to Kevin
25%
Hit shared VM
19%
Total rollovers
14
Rollover breakdown — this week
| Routing path | Count | % | Operational signal |
|---|---|---|---|
| Kane Ext.102 answered directly | 18 | 56% | Ideal — primary handling |
| Kane→Kevin Ext.103 answered | 8 | 25% | Backup in use — monitor |
| Kane→Kevin→Shared VM Ext.201 | 3 | 9% | Both unavailable |
| Kane→Shared VM Ext.201 only | 3 | 9% | Kevin also unavailable |
Rollover by day of week
| Day | Total calls | To Kevin | To shared VM | Signal |
|---|---|---|---|---|
| Monday | 12 | 4 | 2 | High rollover — volume spike |
| Tuesday | 8 | 2 | 0 | Moderate — normal |
| Wednesday | 7 | 1 | 1 | Low rollover |
| Thursday | 5 | 1 | 0 | Low rollover |
| Friday | 4 | 0 | 1 | VM after noon close |
Staffing signal — week over week
| Week | VM rate | Rollover rate | Recommendation |
|---|---|---|---|
| This week | 19% | 34% | Monday spike — review coverage |
| Last week | 8% | 24% | Trending up — watch closely |
| 2 weeks ago | 5% | 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
| Metric | Kane | Kevin | Signal |
|---|---|---|---|
| Calls handled | 26 | 21 | Kane primary |
| Within 1-hr SLA | 73% | 81% | Kane below target |
| Grace period 1–3h | 15% | 14% | Both similar |
| Escalated past 3h | 12% | 5% | Kane — coaching needed |
| Avg callback time | 51m | 38m | Kevin on target |
| Prospect conversion | 37% | 40% | Both strong |
| Not in LM flags | 5 | 3 | CRM hygiene review |
| Shared VM resolved AM | 4 of 5 | 3 of 3 | Kane 1 outstanding |
Weekly KPI summary — sent Friday noon to heather@ and amber@
| Metric | This week | Last week | Trend |
|---|---|---|---|
| Total calls | 47 | 41 | Volume growing |
| Team SLA rate | 77% | 82% | Slight dip — monitor |
| Shared VM rate | 19% | 8% | Trending up — review |
| Conversions | 13 | 11 | Improving |
| Not in LM flags | 8 | 5 | CRM hygiene needed |
Intro calls booked — this week
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Intro calls booked — last week
—
Needs follow-up — open
—
Referred out — this week
—
Total calls logged
—
Call Handled breakdown — this week vs last week
| Call Handled | This week | Last week | All time | Signal |
|---|---|---|---|---|
| Loading trend data… | ||||
Weekly booked intro calls — rolling 6 weeks
Loading…
Client call notes — common themes0 notes
Loading notes analysis…
Call Handled by handler — this week
| Call Handled | Kane | Kevin | Signal |
|---|---|---|---|
| Loading… | |||
Recent call log — last 20 entries
| Caller | Type | Call Handled | Handler | Date | Notes |
|---|---|---|---|---|---|
| Loading… | |||||