--00000000000004b0c70621c64cce Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you for the information and support. It is appreciated. On Tue, Sep 10, 2024 at 12:11=E2=80=AFPM Denise Winthrop wrote: > Greetings > > We were able to research the issues below. For client Mary W: > Please see below. We did have agents calling to fill this shift until > 9.00pm Sunday night. It was later assigned to the morning shifts to work > when they arrived. The agent that left at 9.00pm will be coached to ensu= re > that she advises the leads of outstanding cases, so that we can ensure th= at > continuation of work happens until quiet hours. > > Sunday 9/8 > > SUN 4:35 PM CT > > CG Lagina Keys (872) 214-2522 called to cancel her shift because she was > not feeling well. I went over the call-out policy and updated CC. - Joy S= . > > SUN 5:14 PM CT > > I reached out to PC Catherine Woytowicz (202) 424-5628 and left a VM > informing them about the call-out. - Joy S. > > Agent Joy was calling CG to fill this shift until 9.00pm - end of shift > > > Monday 9/9 > > MON 6:22 AM CT > > I called PC Catherine at her home number per CC, but there was no answer. > I LVM letting her know that we were still working on this shift and to ca= ll > us with any questions. --Liam Y. > > MON 6:25 AM CT > > I called OC and spoke with Renee from OC. She thanked me for informing he= r > about the shift and making her aware. --Liam Y. > > MON 6:19 AM CT > > I called PC Ted regarding this shift. There was no answer, so I LVM. I le= t > him know that we are still working on staffing the shift and to call the > office if he had any further questions. --Liam Y. > > MON 6:21 AM CT > > Mary Woytowicz > > PC Ted Woytowicz 847-636-9481 called in to return the call from a few > seconds ago. I advised the call was to update him on the shift and that w= e > are still working on finding a replacement. The PC stated that he would > like to cancel the shift for today since we have not found anyone yet.I > canceled the shift and closed the ticket and case.--Sadae M > > In regards to the general feedback for the agents reaching out to OnCall > for VIP clients, the normal process is for them to ask if they would like > us to work the shift or not. All others the agents should be following > correct process and ensuring they follow the directions in Clearcare. Wh= en > there are issues we do ensure that we are coaching and addressing the > situations. > > Please let me know if you have any further questions or concerns > > cheers > Denise > > Denise Winthrop > > Client Support Supervisor > > ph: 816 427 0093 > > denise.winthrop@thekey.com > > www.TheKey.com > > [image: TheKey] > > > > > > > >> From: Timothy Thomas >> Date: Tue, Sep 10, 2024 at 7:14=E2=80=AFAM >> Subject: Re: Call Center Performance >> To: Abby Cnossen , Gabrielle Wolfe > gwolfe@thekey.com> >> >> >> @Gabrielle Wolfe Hi Gabrielle. Given the weekly >> support calls with the Call center have been can