Work queues and QA

Work items and queues, service levels and escalations, quality review, complaints and the supervisor console.

• Work items and queuesWhat a work item is, how routing offers it to the right person, leases and allowed actions, and doing the work.

  For: OwnerStaff

• Service levels and escalationsService-level clocks, warnings and breaches, escalating to a supervisor or an attorney, blockers and stale work.

  For: OwnerAttorneyStaff

• Quality review and reworkHow completed work is sampled for QA, scored against a scorecard, and returned for rework, and how coaching follows.

  For: OwnerStaff

• Complaints and incidentsLogging and resolving client complaints, which are never deleted, and the operations incidents LegalBook opens automatically.

  For: OwnerStaff

• The supervisor consoleThe live operations board, queues and agents, service-level alerts, reassigning work, and monitoring calls where the firm allows it.

  For: Staff