--0000000000008d4f8f06236be2ab Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 wrote= : > 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 and mysel= f > fill in the best we can, but are often pulled away to other areas that ne= ed > 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 ou= r > office hours don't start until 9am. Calls were missed during that window = of > time throughout the week. This is specifically happening when the on call > coordinators and Frax are on-call. Regionally, our office staff adjusts a= n > hour early to an hour later to accommodate the different time zones. > > I am confident we would remain over the 80% threshold if we can find a > more effective way to address these two problem areas. > > Thanks, > > Emily > > On Mon, Sep 30, 2024 at 2:28=E2=80=AFPM Timothy Thomas wr= ote: > >> FYI >> >> See attached. If you=E2=80=99re below the desired level of 80% let me kn= ow how we >> can get there / or if it=E2=80=99s a resource issue. Remember, we=E2=80= =99re in the >> customer service business and voicemail is not the experience we want ou= r >> clients to have. >> >> Thanks. >> >> ---------- Forwarded message --------- >> From: Audra Williams >> Date: Mon, Sep 30, 2024 at 2:59=E2=80=AFPM >> Subject: 8x8 Dashboard | Tableau >> To: Kimberly Guerci , Timothy Thomas = , >> Beth Ann Rosario >> >> >> Good morning All! >> >> I hope everyone had a great weekend! We have worked really hard to refin= e >> our 8x8 Dashboard >> >> so that we have visibility into calls that are hitting the office during >> business hours and whether or not we are successfully answering those ca= lls >> as well as the calls that are rolling to voicemail. >> >> Attached is a download from all our calls last week during business >> hours. You will see that the majority of offices are indeed either >> answering all of their incoming calls or at least the majority of calls = are >> bei