--0000000000008112fd062c3a9b67 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 to = our >> staff being engaged on another call and unable to answer or if the calls >> 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] > --=20 *Abby Cnossen* Manager of Quality and Service Call or text: 616-271-8243 TheKey.com --0000000000008112fd062c3a9b67 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable I do not have access. On Tue, Jan 21,= 2025 at 12:20=E2=80=AFPM Audra Williams < audraw@thekey.com > wrote: 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= : Hi Audra, We received several reports that MAP did not tra= nsfer calls to on-call this past weekend. I am currently investigating whet= her this was due to our staff being engaged on another call and unable to a= nswer or if the calls were not escalated correctly. There were twelve occur= rences 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 an= d Service Call or text: 616-271-8243 TheKey.com -- Audra Williams Director, Divisional Operations (425) 757-7027 = TheKey