James Turner (jturner@shield-legal.com)
2025-04-04 16:18:07

@James Turner has joined the channel

James Turner (jturner@shield-legal.com)
2025-04-04 16:18:17
Project tracker
James Turner (jturner@shield-legal.com)
2025-04-04 16:18:18
Project overview
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-04-04 16:19:33

@Nick Ward has joined the channel

slackbot
2025-04-04 16:19:41

edwardw from Tort Intake Professionals was added to this channel by jturner. You can review their permissions in Channel Details. Happy collaborating!

deleted-U06C7A8PVLJ
2025-04-04 16:19:42

@deleted-U06C7A8PVLJ has joined the channel

deleted-U06GD22CLDC
2025-04-04 16:19:44

@deleted-U06GD22CLDC has joined the channel

James Turner (jturner@shield-legal.com)
2025-04-04 16:20:39

Stuff to discuss on Friday.... • Inbound forecasting/eval; March as use case for FTE staffing needs • ~Map new hire IDs for LR and graduation to owned IDs in intake~ • document post-acquisition activities that are ongoing to ensure billing is appropriate • scope agent, campaign, client, department scorecards

James Turner (jturner@shield-legal.com)
2025-04-04 16:22:05

Stuff to discuss on Friday.... • Inbound forecasting/eval; March as use case for FTE staffing needs • ~Map new hire IDs for LR and graduation to owned IDs in intake~ • document post-acquisition activities that are ongoing to ensure billing is appropriate • scope agent, campaign, client, department scorecards

James Turner (jturner@shield-legal.com)
2025-04-04 17:10:02

Make a list of all incoming calls

FIRST SPLIT THAT INTO TWO TABLES: CALLS WITH AGENTS CALLS WITHOUT AGENTS

-- step 1: determine all numbers we got successfully CREATE TABLE 'SUCCESSFULCONTACTSNUMBERS' AS SELECT phone_numbers FROM CALLS WITH AGENTS

-- step 2 Remove successful contacts, from list of missed calls

CREATE TABLE missedcallswithduplicates AS SELECT ** FROM CALLS WITHOUT AGENTS WHERE phonenumbers NOT LIKE phonenumbers FROM SUCCESSFULCONTACTS_NUMBERS

-- step 3 Make missed contacts list unique SELECT timeofcall phonenumbers(unique) FROM missedcallswithduplicates WHERE min(timeofcall) FOR phone_numbers

---------------------------------------------------------

deleted-U06C7A8PVLJ
2025-04-04 17:24:28
image.png
deleted-U06C7A8PVLJ
2025-04-04 17:24:51

Example scenario of what the code should accomplish

deleted-U06C7A8PVLJ
2025-04-04 17:27:23

Team meeting notes - sharing it just in case we need to recap any of the details discussed.

Meeting Notes.txt
James Turner (jturner@shield-legal.com)
2025-04-07 11:58:48

has renamed the channel from "project-operationsfirstproject" to "operations-project-staffing-needs"

James Turner (jturner@shield-legal.com)
2025-04-07 11:59:35

set the channel topic: Team chat for the project involving getting a count of unique calls, ultimately culminating in setting up staffing needs predictions.

James Turner (jturner@shield-legal.com)
2025-04-07 12:04:28

Apologies for spam, getting this set up to use as the central workspace for this project.

✅ deleted-U06C7A8PVLJ
James Turner (jturner@shield-legal.com)
2025-04-07 15:02:25

Meeting location is the big "V" shaped office on the PD side

deleted-U06C7A8PVLJ
2025-04-07 15:18:44

Postponing the 1:15 coding session @James Turner since Ryan has requested for me to finish the VSS monthly reconcile. He wants it ready by tomorrow morning which I think I can have it completed by EOD or by the morning the latest. My challenge is having clarity on what are considered to be "Billable statuses" for the VSS secondary stuff such as in Ryan's dashboard I see Secondary Interview Completed and Secondary Interview Sent statuses on there so my assumption they both are billable. (I am asking Ryan for clarity). Second, I noticed that there are statuses that are going from Secondary Interview Completed to Referral accepted (which isn't a billable status). From my assumption looks like it wasn't supposed to be marked as a billable status in the first placed so it was changed to a non-billable status and since Ryan's dashboard and his code captures the secondary interview complete status, I have to manually go through each one and update it in PGAdmin. Along with, pulling refresh reports in Law Ruler to ensure I am using the most up to date status.

image.png
James Turner (jturner@shield-legal.com)
2025-04-07 15:25:32

*Thread Reply:* @Nick Ward That is going to make some changes to what we discussed previously, and may need to be discussed with Ryan.

@deleted-U06C7A8PVLJ Ryan set up a table that shows if a status is billable at tort-intake-professionals.tipprodapplication.iotiplrstatusrates Which may be helpful. The way I set up my financial system is it makes a massive list of all leads under a current billable lead and marks the earliest instance of when a lead hits e-signed' as the "billable date"

image.png
deleted-U06C7A8PVLJ
2025-04-07 16:06:35

*Thread Reply:* @James Turner Thank you I appreciate this helpful info !

deleted-U06C7A8PVLJ
2025-04-07 16:07:12

*Thread Reply:* I also had to talk with Alan and Ryan to get more clarity on their processes to ensure I understand how VSS bills things and how Ryan wants his dashboard / tables to look like which now I think I am in a better place to continue finishing this

deleted-U06C7A8PVLJ
2025-04-07 17:37:58

*Thread Reply:* Providing an update @James Turner I was able to get through majority of this reconcile for Ryan which I should have this finished for him tomorrow. I found that the report that was generated for my end, I believe Malissa may have accidently added some extra case types to certain tabs which made the count of one of the tabs look larger than necessary. I was able to confirm this by talking and showing it to Alan who told me this. So because of this long with learning more about VSS process, it is taking a bit more time to complete this task. But with that being said I am almost done and just wanted to provide an update

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James Turner (jturner@shield-legal.com)
2025-04-07 17:39:31

*Thread Reply:* I appreciate the update and attention you're giving it. @deleted-U06GD22CLDC @Nick Ward and I are going through all available data points and determining what we need to use for this project.

deleted-U06C7A8PVLJ
2025-04-08 09:40:44

*Thread Reply:* @James Turner Thank you James. I appreciate it. As another friendly update I was able to complete it just now and I am good to go with my 8:00 am meeting to present it to Ryan today.

image.png
deleted-U06C7A8PVLJ
2025-04-08 09:41:01

*Thread Reply:* I look forward to working with the data points you guys find 🙌:skintone2:

deleted-U06C7A8PVLJ
2025-04-08 09:51:49

*Thread Reply:* @James Turner :

Here’s a friendly update outlining some challenges I encountered, which explains why it took longer to complete:

  1. Billing Status Clarification: Both "Complete" and "Sent" statuses were initially counted as billable. However, Alan clarified that "Sent" won't be billed immediately and therefore shouldn't count for March 2025.
  2. Incorrect Case Types: The spreadsheet provided included incorrect case types for each firm (this happened with just one of the tabs and not more thankfully), which was leading to significant confusion since this spreadsheet was my primary source of truth. Alan helped identify these errors, allowing me to correct the case types accordingly.
  3. Missing Leads in Dashboard: Several leads were missing or needed removal from the dashboard, which required additional investigation and correction.
  4. Date Calculation Confusion: There was uncertainty about how dates were being calculated post-retainer, as intake normally relies on the signed e-sign date. It was eventually clarified that the relevant date is when the status first moves into "Secondary Interview Complete."
  5. Law Ruler Status Issues: The count generated from Law Ruler was complicated by agents placing leads in "Secondary Interview Complete" status, changing them, and then returning them to that status later (this occurred with 7 leads). This caused date discrepancies, particularly between March and April, impacting billing accuracy. I've documented a clearer game plan based on these insights, so the process should run smoother in the future.
James Turner (jturner@shield-legal.com)
2025-04-08 11:37:23

*Thread Reply:* @Nick Ward For visibility

👍 Nick Ward
James Turner (jturner@shield-legal.com)
2025-04-07 15:26:11

@Nick Ward That is going to make some changes to what we discussed previously, and may need to be discussed with Ryan.

@deleted-U06C7A8PVLJ Ryan set up a table that shows if a status is billable at tort-intake-professionals.tipprodapplication.iotiplrstatusrates Which may be helpful. The way I set up my financial system is it makes a massive list of all leads under a current billable lead and marks the earliest instance of when a lead hits e-signed' as the "billable date"

James Turner (jturner@shield-legal.com)
2025-04-07 16:44:38

Columns we care about:

FROM tort-intake-professionals.five9source.five9bulkcalldata_tabularv2

timestamp = the exact timestamp a call STARTED dateandhour = Timestamp a call started rounded to the earliest hour. ani = the phone number that initiated the call. (Customer in this case) dnis = the phone number the call was initated TO. (Us in this case)

callid = NOT A KEY - ID of every call that is placed according to ANI and DNIS. Multiple transfers will show only one callid.

call_type = 'Inbound' is what we are looking for. Outbound can be Manual or Preview

list_name = Has to be an exact 1:1

James Turner (jturner@shield-legal.com)
2025-04-07 16:49:24

Columns we care about:

FROM tort-intake-professionals.five9source.five9bulkcalldata_tabularv2

timestamp = the exact timestamp a call STARTED dateandhour = Timestamp a call started rounded to the earliest hour. ani = the phone number that initiated the call. (Customer in this case) dnis = the phone number the call was initated TO. (Us in this case)

callid = NOT A KEY - ID of every call that is placed according to ANI and DNIS. Multiple transfers will show only one callid.

call_type = 'Inbound' is what we are looking for. Outbound can be Manual or Preview

list_name = Has to be an exact 1:1

deleted-U06GD22CLDC
2025-04-07 16:50:00

Example of List Trimming

Chowchilla-Flatirons

deleted-U06GD22CLDC
2025-04-07 16:50:09

Output: ChowchillaFlatirons

deleted-U06GD22CLDC
2025-04-07 16:59:41

Skills that can receive inbound calls currently: Direct from Customer Inbound Client Support - Ben Crump QA QA - Wagstaff

James Turner (jturner@shield-legal.com)
2025-04-07 17:17:07
image.png
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-04-07 17:25:44

https://documentation.five9.com/bundle/reports-dashboards/page/reports-dashboards/description-standard-and-social-reports/call-log-reports.htm

documentation.five9.com
Call Log Reports
These reports contain calls grouped by different options.
Original URL: https://documentation.five9.com/bundle/reports-dashboards/page/reports-dashboards/description-standard-and-social-reports/call-log-reports.htm
James Turner (jturner@shield-legal.com)
2025-04-07 17:39:34

I appreciate the update and attention you're giving it. @deleted-U06GD22CLDC @Nick Ward and I are going through all available data points and determining what we need to use for this project.

deleted-U06C7A8PVLJ
2025-04-08 09:41:08

I look forward to working with the data points you guys find 🙌:skintone2:

deleted-U06C7A8PVLJ
2025-04-08 09:52:22

@James Turner :

Here’s a friendly update outlining some challenges I encountered, which explains why it took longer to complete:

  1. Billing Status Clarification: Both "Complete" and "Sent" statuses were initially counted as billable. However, Alan clarified that "Sent" won't be billed immediately and therefore shouldn't count for March 2025.
  2. Incorrect Case Types: The spreadsheet provided included incorrect case types for each firm (this happened with just one of the tabs and not more thankfully), which was leading to significant confusion since this spreadsheet was my primary source of truth. Alan helped identify these errors, allowing me to correct the case types accordingly.
  3. Missing Leads in Dashboard: Several leads were missing or needed removal from the dashboard, which required additional investigation and correction.
  4. Date Calculation Confusion: There was uncertainty about how dates were being calculated post-retainer, as intake normally relies on the signed e-sign date. It was eventually clarified that the relevant date is when the status first moves into "Secondary Interview Complete."
  5. Law Ruler Status Issues: The count generated from Law Ruler was complicated by agents placing leads in "Secondary Interview Complete" status, changing them, and then returning them to that status later (this occurred with 7 leads). This caused date discrepancies, particularly between March and April, impacting billing accuracy. I've documented a clearer game plan based on these insights, so the process should run smoother in the future.
deleted-U06C7A8PVLJ
2025-04-09 14:04:51

Posting so that this message / request doesn't get lost

James Turner (jturner@shield-legal.com)
2025-06-18 12:16:01

@James Turner has left the channel