Measure correct routing separately from call volume

The operational decision

Find whether inquiries reach the intended staff destination and receive an owned next step. Intake measurement should show whether the firm receives usable inquiries and timely operational handoffs. Call volume alone does not establish legal merit, client acceptance, revenue or an improvement in professional outcomes.

Prepare the workflow

Review a sample against the approved routing map, separating wrong-category, failed-transfer and unacknowledged cases.

Example wording for approval

“The example routing report distinguishes a successful connection, an unsuccessful attempt and a request awaiting review. Those outcomes should not share one success label.”

Worked example

A fictional call reaches a staff member successfully but lands in the wrong practice-area queue. Network delivery succeeded; routing quality did not. Record the expected destination and actual outcome separately. Another call may fail to connect but correctly create an owned fallback task, which is a different result again. A useful report keeps those distinctions visible and links repeat errors to the routing rule that needs correction, rather than presenting every answered call as an equally successful handoff.

Handoff record

Record these task-specific fields: expected route, actual route, outcome category, reviewer.

Acceptance check

Create a fictional call that reaches the wrong practice team. It should count as a routing defect even if the phone transfer technically completed.

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