Session objective

Sam asked whether attorney hubs and dashboards can start tracking daily voicemail volume, phone answer percentage, unreturned calls, and negative sentiment voicemails.

What was checked

• Loaded Litify and attorney hub workflow guidance.
• Confirmed live Salesforce org LITIFY_ORG is connected.
• Ran live SOQL against litify_pm__Matter__c, SAIL_Call_Log__c, and RingCentral-created Task rows.
• Checked local source for the RingCentral Matter panel and existing call-log timeline handling.
• Reviewed prior RingCentral call tracking documentation in the Litify project.

Live evidence from June 9, 2026 workup

• SAIL_Call_Log__c exists as the structured RingCentral call evidence lane.
• Live fields include Platform__c, Direction__c, Call_Duration_Seconds__c, Call_ID_External__c, Related_Task_ID__c, Matter__c, Intake__c, Call_With__c, Summary__c, Call_Notes__c, Next_Steps__c, Score__c, and external RingSense link fields.
• Last 7 days had 1,258 SAIL_Call_Log__c rows.
• Last 7 days split: 399 inbound, 858 outbound, 1 outbound with null platform.
• Last 7 days linkage: 466 calls linked to a Matter, 631 linked to neither Matter nor Intake.
• Existing RingCentral panel controller already treats SAIL_Call_Log__c timeline items as call or voicemail based on summary, notes, or related Task text.
• RingCentral Task rows have CallDisposition, CallDurationInSeconds, CallObject, TaskSubtype, rcsfl__RC_Logging_Type__c, and Link_to_Call_Details__c available for answer and missed-call logic.

Provisional metric proof

A read-only parse of last 7 days of SAIL_Call_Log__c showed daily voicemail and sentiment signals already present in current data, though sentiment is embedded in rich text rather than normalized into a field:

• 2026-06-02: 270 call-log rows, 98 voicemail text matches, 6 negative sentiment matches.
• 2026-06-03: 178 rows, 62 voicemail matches, 2 negative sentiment matches.