--000000000000dfa0f3062c3ac76e Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you very much. On Tue, Jan 21, 2025 at 12:33=E2=80=AFPM Audra Williams = wrote: > I will send a email and cc you on it to get you access. > > Here > is > the latest call volume for you to look at. > > Best, > > > > On Tue, Jan 21, 2025 at 9:21=E2=80=AFAM Abby Cnossen wrote: > >> I do not have access. >> >> On Tue, Jan 21, 2025 at 12:20=E2=80=AFPM Audra Williams >> wrote: >> >>> Do you have access to the MAP portal? >>> >>> On Tue, Jan 21, 2025 at 9:04=E2=80=AFAM Abby Cnossen >>> wrote: >>> >>>> Hi Audra, >>>> >>>> We received several reports that MAP did not transfer calls to on-call >>>> this past weekend. I am currently investigating whether this was due t= o our >>>> staff being engaged on another call and unable to answer or if the cal= ls >>>> were not escalated correctly. There were twelve occurrences in total. >>>> >>>> Is there a dashboard available for MAP that I could access to monitor >>>> call volume and gain more insight into this issue? >>>> >>>> Thank you, and I look forward to your guidance. >>>> >>>> Best regards, >>>> >>>> -- >>>> *Abby Cnossen* >>>> Manager of Quality and Service >>>> Call or text: 616-271-8243 >>>> TheKey.com >>>> >>> >>> >>> -- >>> Audra Williams >>> Director, Divisional Operations >>> (425) 757-7027 >>> TheKey.com >>> >>> >>> [image: TheKey] >>> >> >> >> -- >> *Abby Cnossen* >> Manager of Quality and Service >> Call or text: 616-271-8243 >> TheKey.com >> > > > -- > Audra Williams > Director, Divisional Operations > (425) 757-7027 > TheKey.com > > > [image: TheKey] > --=20 *Abby Cnossen* Manager of Quality and Service Call or text: 616-271-8243 TheKey.com --000000000000dfa0f3062c3ac76e Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you very much. On Tue, Jan 21, = 2025 at 12:33=E2=80=AFPM Audra Williams < audraw@thekey.com > wrote: I will send a email and cc you on it to = get you access. Here =C2=A0is the= latest call volume for you to look at. Best, On Tue, Jan 2= 1, 2025 at 9:21=E2=80=AFAM Abby Cnossen < acnossen@thekey.com > wrote: I do not have= access. On Tue, Jan 21, 2025 at 12:20=E2=80=AFPM Audra Williams < audraw@thekey.com > w= rote: Do you have access to the MAP portal? On Tue, Jan 21, 2025 at 9:04= =E2=80=AFAM Abby Cnossen < acnossen@thekey.com > wrote: