Coverage status
KaKane:
KeKevin:
Answered today
—
Missed today
—
Calls to Log
—
In Follow-Up
—
Answered calls — log what happened0
| Caller | Waiting | Outcome | Notes | Who | Action |
|---|---|---|---|---|---|
| Loading answered calls... | |||||
Missed today
—
Voicemails
—
In Follow-Up
—
Missed calls — callback required within 1 hour0
| Caller | Waiting | Outcome | Notes | Who | Action | ||||
|---|---|---|---|---|---|---|---|---|---|
| No missed calls — great! | |||||||||
Voicemails — call back + email if no answer0
| Caller | Waiting | Outcome | Notes | Who | 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... | ||
Answered today
—
Missed today
—
Calls to Log
—
In Follow-Up
—
Answered calls — log what happened0
| Caller | Waiting | Outcome | Notes | Who | Action |
|---|---|---|---|---|---|
| Loading answered calls... | |||||
Missed today
—
Voicemails
—
In Follow-Up
—
Missed calls — callback required within 1 hour0
| Caller | Waiting | Outcome | Notes | Who | Action | ||||
|---|---|---|---|---|---|---|---|---|---|
| No missed calls — great! | |||||||||
Voicemails — call back + email if no answer0
| Caller | Waiting | Outcome | Notes | Who | 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 | Waiting | Outcome | Notes | Who | Action |
|---|---|---|---|---|---|
| Loading... | |||||
Needs attention / Overdue — 1 to 3 hours0
| Caller | Waiting | Outcome | Notes | Who | Action |
|---|---|---|---|---|---|
| None in grace period | |||||
Leadership alert — 3+ hours / Overnight past 9 AM0
| Caller | Waiting | Outcome | Notes | Who | Action |
|---|---|---|---|---|---|
| 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 | Waiting | Outcome | Notes | Who | Action |
|---|---|---|---|---|---|
| Loading... | |||||
Needs attention / Overdue — 1 to 3 hours0
| Caller | Waiting | Outcome | Notes | Who | Action |
|---|---|---|---|---|---|
| None in grace period | |||||
Leadership alert — 3+ hours / Overnight past 9 AM0
| Caller | Waiting | Outcome | Notes | Who | Action |
|---|---|---|---|---|---|
| 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 team
—
Missed (5 rings, no pickup)
—
Voicemails left
—
Team answer rate
—
This week — by dayBoth desks ring together
| Day | Calls | Answered | Missed | Voicemail | After hours | Answer rate | Signal |
|---|---|---|---|---|---|---|---|
| Loading… | |||||||
When calls go unanswered — by hour, last 30 daysAll hours
| Hour | Calls | Unanswered | Miss rate | Signal |
|---|---|---|---|---|
| Loading… | ||||
Answer rate — week over week
| Week | Calls | Unanswered | Answer rate | Signal |
|---|---|---|---|---|
| Loading… | ||||
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
—
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… | |||||
Preview · not live for the team
The new board
The same calls and the same saves as the board your team uses right now — one list instead of six sections. Claiming a call and logging an outcome here write to the same call log, so anything you do is real.
Loading…
Show
Today’s calls
One list. Longest wait first. Nothing moves between sections.
| Caller | Who | Waiting · came in | Status | Action |
|---|---|---|---|---|
| Loading… | ||||
What changed, and why
One queue, not six sections
Urgency is the stripe and the sort order, so a call never jumps to a different table while you’re working. You keep your place.
Was: Within 1 hour / Needs attention / Leadership alert / Voicemails — the same call rendered in four places over a morning.Voicemail is a badge, not a tab
A voicemail and a missed call mean the same thing: call this person back. One just comes with more information.
Was: a separate tab, so half the work lived behind a click.Intake or client, at a glance
The Who column reads what the call log actually knows today — a Lawmatics match, a logged outcome, a toll‑free number. It fills out properly when the Lawmatics phone index lands.
Was: every row said “Prospect · Not in LM”, because neither field was ever filled.Finished calls go quiet
Handled rows grey out and sink to the bottom instead of shouting. The board shows what is left, not everything that ever happened.
Was: a logged call kept a full row of controls and a green banner.No SLA bands on the work board
A coordinator does not need to know whether a call is “in grace” or “overdue” — only which one to call first. Management still sees the breaches.
Was: a “Leadership alert” section holding 137 rows — a backlog wearing an alert’s clothes.Still to come
Callbacks closing themselves needs the outbound Zap; caller names need the Lawmatics index; alerts leaving the screen needs Teams. Nothing here pretends to have them yet.
Deliberately absent: a median‑callback figure, which cannot be computed until outbound calls reach the call log.