The complete agent workforce platform for legal intake teams
Live transfer inbox. Browser softphone with RingCentral. Agent SOPs & checklists. Speed-to-lead dashboards. Outbound callback queues. One platform built for high-performance plaintiff intake teams.
Live Transfer Inbox
Every lead. Every agent. Every status — in real time
When a lead requests an agent — by phone, chatbot, or web form — they appear instantly in the queue with name, intake form, wait time, live transfer status, and assigned agent. Agents claim and close transfers without ever leaving the dashboard.
WebSocket real-time updates
The queue refreshes live via WebSocket — no page refresh. New transfers appear the instant a lead hits the request button.
One-click claim & answer
Agents click "Chat with client" or "Call" to claim and answer a transfer. They're immediately taken to the full lead profile.
Full lead context on pickup
Lead name, intake form, wait time, conversation history, and SOPs are all pre-loaded. Agents walk into every call prepared.
Waiting · In Progress · Completed
Live counters above the queue show how many leads are waiting, in progress, and completed today — across all agents.
Lead Profile Integration
The whole picture, the moment you pick up
When an agent answers a live transfer or inbound call, the lead profile opens with the entire conversation history on the right rail — every chatbot answer, every form field, every contact detail — while the live chat or call continues on the left.
SOPs & checklists are embedded inline below the phone call history, so agents can reference the script and complete required steps without switching tabs or apps.
- Bot conversation answers visible while agent is on the call
- Phone call log with recordings and post-call summaries
- SOPs and checklists embedded in the lead profile
- "Take over chat" button for seamless bot-to-human handoff
- Resend chatbot link via email or SMS from one click
Agent SOPs & Checklists
Every agent. Every call. The right script.
Create empathy scripts, compliance disclosures, and step-by-step checklists that appear in the agent's live workspace during every call. SOPs are assigned at the form level — the right script appears automatically for the right practice area.
Document SOPs
Rich text scripts with opening lines, objection handling, and required compliance language — formatted for fast scanning mid-call.
Interactive Checklists
Step-by-step tasks with required fields and completion tracking. Supervisors see % complete across the team in real time.
Form-level assignment
Assign SOPs to specific intake forms, or leave unassigned to apply org-wide. A PI agent gets the PI script. A mass tort agent gets the MDL checklist.
Instant updates, no retraining
Update a script and it publishes to the entire team immediately. No email chains, no new training sessions.
Speed-to-Lead Dashboard
You can't improve what you can't see
The speed-to-lead dashboard gives supervisors a live, filterable view of agent performance — average response time, SLA compliance, response distribution, and a per-agent leaderboard showing calls, conversions, and conversion rate.
Avg. response time
Track how long leads wait before first agent contact — across today, week, month, or a custom date range.
SLA compliance %
Set a target window (e.g. under 5 min) and see live what percentage of leads are being reached within it.
Response distribution
A histogram of response buckets (<1m, 1–3m, 3–5m, 5–10m, 10–15m, 15m+) shows exactly where delays cluster.
Daily avg chart
Rolling chart of daily average response time, color-coded by SLA tier, makes trends immediately visible.
Agent leaderboard
Per-agent breakdown: calls, avg. response, % under SLA, conversions, and conversion rate — in real time.
Queue depth & missed
Live counters for current queue depth and missed-today count — the metrics a supervising manager needs most.
Outbound Callback Queue
No promised callback falls through the cracks
Schedule callbacks for any lead, assign them to specific agents, set a time, and add context notes. The queue shows Pending, Attempted, and Completed — with wait time visible on every row so supervisors know which callbacks are aging.
Scheduled with agent assignment
Set a date, time, and agent for every callback. Unassigned callbacks go to the first available.
One-click dial from the queue
"Call now" launches the softphone or RingOut immediately — no number copying, no context switching.
Pending / Attempted / Completed
Agents focus on what's actionable. Supervisors see the full picture including aging and unresolved callbacks.
Wait time accountability
Every row shows elapsed time since the original request — making reassignment decisions obvious at a glance.
RingCentral Integration
Your phone system, inside your intake dashboard
Connect Case Compass to RingCentral in minutes. Choose Browser Softphone (WebRTC) to talk directly in the browser, or RingOut to bridge calls through your desk or mobile phone. Every call is automatically logged, recorded, and attributed — regardless of dial mode.
- Talk in any browser — no app required
- Floating panel visible across every page
- Mute, hold, DTMF, blind transfer built-in
- Automatic routing to lead profile or Call Intake
- Agent's desk or mobile phone bridges to lead
- Works with any existing handset
- All calls still logged and attributed
- Call routing notification pushed to dashboard
Number attribution built-in: Map each inbound tracking number to a marketing source or campaign. Every call is automatically attributed to the right lead source — feeding accurate ROI data back to your team.
FAQ
Common questions about the Agent Platform
What is a live transfer inbox for law firms?
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. Case Compass's live transfer inbox displays caller identity, wait time, intake form, and live transfer status — so agents respond in priority order and no lead waits unattended.
How does Case Compass integrate with RingCentral?
Case Compass connects natively to RingCentral. Agents use a browser-based WebRTC softphone or RingOut to their desk phone — directly inside the dashboard. Every call is automatically logged, recorded, and attributed to the correct lead and marketing source. No separate dialer app is needed.
What are Agent SOPs and how do they help intake teams?
Agent SOPs are structured scripts and checklists that appear inside the agent's live workspace. Documents provide talking points and compliance language. Checklists give agents step-by-step tasks with required fields. SOPs are assigned per intake form so every agent sees the right procedure for every practice area, automatically.
What metrics does the Speed-to-Lead Dashboard track?
The dashboard tracks average response time, SLA compliance percentage (e.g. % contacted under 5 minutes), missed leads, queue depth, a response time distribution histogram, daily avg response chart, and an agent leaderboard with calls, response time, SLA rate, conversions, and conversion percentage — filterable by agent and time period.
Can agents schedule and manage outbound callbacks?
Yes. The Outbound Callback Queue lets supervisors or agents schedule callbacks for specific leads, assign them to agents, set a time, and add context notes. The queue shows Pending, Attempted, and Completed statuses with a one-click "Call now" button to dial immediately from the dashboard.
Does Case Compass record calls and create summaries?
Yes. When call recording is enabled through RingCentral, every call is automatically recorded and attached to the lead's profile. Agents complete a post-call summary including disposition, notes, and checklist completion — permanently linked to the lead profile timeline.
Get started
Build a faster, smarter intake team
See the live transfer inbox, softphone, agent SOPs, and speed-to-lead dashboard in a live demo — built around your practice area and team size.