Live transfer, RingCentral softphone, Agent SOPs, speed-to-lead dashboards, and outbound queues — so your team picks up with context and hits the SLA.
Explore the workspace ↓FROM HANDOFF TO FOLLOW-UP
Connect while intent is high. Measure what happens next. Close the loop on every callback.
Qualified leads enter the agent queue with transcript, wait time, and form context already attached.
Agents answer in-browser or via RingOut. Recording and attribution stay on the lead automatically.
Scripts and checklists appear mid-call — the right language for the practice area, without another tab.
Supervisors watch SLA and leaderboards. Promised callbacks stay in a queue until they're done.
INSIDE THE WORKFORCE
Real product views from Live Transfer through Softphone, SOPs, Speed, and Outbound.
When a lead asks for an agent — by phone, chat, or form — they land in the queue with wait time, intake form, and assignment status already attached.
Live Transfer Inbox — real-time agent queue
LEAD PROFILE
Chat answers, call history, recordings, and SOPs stay on the lead — so agents walk into every transfer prepared, and supervisors can review what happened after.
EVERYTHING INCLUDED
Telephony, scripts, SLAs, and callbacks — wired into the same IntakeOS lead record.
Real-time queue for phone, chat, and form handoffs — with claim, wait time, and status counters.
Talk in-browser with Softphone RINGOUT, or use RingOut to a desk or mobile handset.
Scripts and required steps appear mid-call, assigned per form or org-wide.
SLA tracking, response distribution, and an agent leaderboard supervisors can filter live.
Schedule, assign, and dial promised callbacks before they age out.
Account-level recording, optional Whisper transcription, and post-call summaries on the lead.
BEFORE YOU GO LIVE
A live transfer inbox is a real-time agent workspace that shows every inbound call, chatbot conversation, and web form submission that has requested a live agent — with caller identity, wait time, intake form, and transfer status so agents respond in priority order.
Case Compass connects natively to RingCentral. Agents make and receive calls in the browser softphone, or bridge through desk or mobile via RingOut. Every call is logged, recorded, and attributed to the correct lead and marketing source.
Agent SOPs are scripts and checklists that appear inside the live workspace. Documents cover talking points and compliance language. Checklists track required steps. Assign them per intake form so the right procedure appears for each practice area.
Average response time, SLA compliance, missed leads, queue depth, response-time distribution, daily average trend, and a per-agent leaderboard with calls, SLA rate, conversions, and conversion percentage.
Yes. The Outbound Callback Queue lets you schedule callbacks, assign agents, set a time, and add notes. Pending, Attempted, and Completed statuses stay visible, with one-click Call now from the dashboard.
Yes. Enable RingCentral call recording and optionally OpenAI Whisper transcription for AI QA. Recordings attach to the lead profile; agents add disposition, notes, and SOP checklist completion on the timeline.
FASTER PICKUP. CLEARER FOLLOW-THROUGH.
Walk through live transfer, softphone, SOPs, and the speed dashboard with your practice area and team size in mind.