--00000000000081e56406236c16fe Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Ah, ok that makes sense. Well I'm staffed until 8am PT, so we could cover in the immediate near term until the midwest comes off. GW Gabrielle Wolfe * Head of Contact Center* gwolfe@thekey.com +1-360-502-3020 TheKey.com [image: TheKey] On Tue, Oct 1, 2024 at 8:30=E2=80=AFAM Timothy Thomas wrote= : > This email thread is for the Midwest > > On Tue, Oct 1, 2024 at 11:22=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 wr= ote: >> >>> 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 an= d >>> myself fill in the best we can, but are often pulled away to other area= s >>> 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 windo= w of >>> time throughout the week. This is specifically happening when the on ca= ll >>> coordinators and Frax are on-call. Regionally, our office staff adjusts= an >>> 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 = wrote: >>> >>>> FYI >>>> >>>> See attached. If you=E2=80=99re below the desired level of 80% let me = know 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 = our >>>> 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 Ros