--000000000000b7a7ce0623954eca Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable @Mark Warner can you look into and reply to Timothy's last question about 7:30am while you're waiting for approval? Thanks! GW Gabrielle Wolfe * Head of Contact Center* gwolfe@thekey.com +1-360-502-3020 TheKey.com [image: TheKey] On Thu, Oct 3, 2024 at 9:38=E2=80=AFAM Mark Warner = wrote: > Hi Gabrielle, > I have not seen an approval to change the Open Hours start time from > 8:30am to 9am (30 minutes later, M-F.) Is this the change you're referri= ng > to? > > Thanks! > > On Thu, Oct 3, 2024 at 11:18=E2=80=AFAM Gabrielle Wolfe wrote: > >> Hi Mark, can you double check and confirm these changes have been made i= n >> 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 w= rote: >> >>> Thanks Mark. Emily seems to believe the calls stopped forwarding at >>> 7:30am CT which is when they received the on-call report from the call >>> center. You 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 currentl= y >>>> set to 8:30am - 5:00pm US/Central time. All hours outside of those, c= alls >>>> will go to the Call Center center. Are we considering changing these = hours >>>> 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/Centr= al. >>>> >>>> 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 = 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 o= f >>>>>> opportunity to improve on. >>>>>> >