--0000000000000a0f7f062394e631 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Mark, can you double check and confirm these changes have been made in 8x8. The offices in the midwest are: Chicago Minneapolis Milwaukee St Louis Kansas Michigan Columbus OH Thanks! GW Gabrielle Wolfe * Head of Contact Center* gwolfe@thekey.com +1-360-502-3020 TheKey.com [image: TheKey] On Tue, Oct 1, 2024 at 12:55=E2=80=AFPM Timothy Thomas wrot= e: > Thanks Mark. Emily seems to believe the calls stopped forwarding at 7:30a= m > CT which is when they received the on-call report from the call center. Y= ou > can confirm that didn't happen? > > On Tue, Oct 1, 2024 at 12:01=E2=80=AFPM Mark Warner > wrote: > >> Using STL as an example, I see that the normal OPEN hours are currently >> set to 8:30am - 5:00pm US/Central time. All hours outside of those, cal= ls >> will go to the Call Center center. Are we considering changing these ho= urs >> to 9:00am - 5:00pm US/Central until they come off of Call Center after >> hours support? This change would extend on-call support from the Call >> Center for an additional 30 minutes M-F mornings until 9:00am US/Central= . >> >> Am I following this correctly? >> >> On Tue, Oct 1, 2024 at 10:22=E2=80=AFAM Gabrielle Wolfe >> wrote: >> >>> For the last 3 days of this week before you guys come off after hours? >>> >>> +Audra Williams who would have to approve any >>> change to the phone routing, and +Mark Warner = who >>> can make the change if approved and once he has specifics. >>> >>> Thanks! >>> >>> GW >>> >>> Gabrielle Wolfe >>> >>> * Head of Contact Center* >>> gwolfe@thekey.com >>> +1-360-502-3020 >>> TheKey.com >>> [image: TheKey] >>> >>> >>> On Tue, Oct 1, 2024 at 6:07=E2=80=AFAM Timothy Thomas w= rote: >>> >>>> Hi Gabrielle, >>>> >>>> See Emily's email below, point #2... >>>> >>>> Are we able to keep on-call active until 9am CT? >>>> >>>> ---------- Forwarded message --------- >>>> From: Emily Swackhamer >>>> Date: Mon, Sep 30, 2024 at 3:42=E2=80=AFPM >>>> Subject: Re: 8x8 Dashboard | Tableau >>>> To: Timothy Thomas >>>> >>>> >>>> Hi Tim, >>>> >>>> Looks like STL is sitting right at 78.7%. I have noticed two areas of >>>> opportunity to improve on. >>>> >>>> 1- Orientation. Having only one Caregiver Manger, Karla is unable to >>>> take calls during business hours while conducting orientation. Sarah a= nd >>>> myself fill in the best we can, but are often pulled away to other are= as >>>> that need attention. The caregiver line receives the highest volume of >>>> calls. >>>> >>>> 2- I noticed last week our On-Call was stopping before Midwest office >>>> hours. For example, one day we received the on call log at 7:30am, but= our >>>> office hours don't start until 9am. Calls were missed during that wind= ow of >>>> time throughout the week. This is specifically happening when the on c= all >>>> coordinators and Frax are on-call. Regionally, our office staff adjust= s an >>>> hour early to an