--000000000000a3c313061a13e915 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable For OT do you want my team to put a CG in OT if they have exhausted other options or do you want them to call your team for approval first? Is there a doc for Winnipeg? THanks! GW Gabrielle Wolfe * Head of Contact Center* gwolfe@thekey.com +1-360-502-3020 TheKey.com [image: TheKey] On Tue, Jun 4, 2024 at 10:09=E2=80=AFAM Chuck Terlesky wrote: > Hi Gabrielle, > > Please take a look at the attached Level 5 intake document. > > Regards, > Chuck > > On Mon, Jun 3, 2024 at 2:58=E2=80=AFPM Chuck Terlesky > wrote: > >> Thank you for these documents- much appreciated. >> >> Regards, >> Chuck >> >> On Mon, Jun 3, 2024 at 2:55=E2=80=AFPM Gabrielle Wolfe wrote: >> >>> Hi Chuck! Pleasure chatting with you today! >>> >>> I forgot to mention, toward the start of your business hours we will >>> send an activity log of everything but open shifts (those come separate= ly >>> via FreshDesk) to give your team an overview of what we did during our >>> after hours shift. You will also be provided with a live link to the l= og >>> when you go live, in case your on-call person wants to peek at it as we= 're >>> working. >>> >>> Expectation should be that you'll see a lot of calls from us initially >>> after hours as you guys work out the kinks in ClearCare and we learn ho= w >>> your team operates, this will die down eventually but it's often a litt= le >>> shocking for the local team. Depending on the office it can take anywh= ere >>> from 2 weeks to a month to work out all the kinks on the clearcare side= . >>> >>> Need as soon as you can get it, a profile filled out for each office >>> (this link is locked, you'll want to copy in google to get an editable >>> version. >>> >>> - Office Profile Worksheet: >>> https://docs.google.com/document/d/1MMiADGlpvj-e4mQerhO4t6XjGHZnVdI7= /edit >>> >>> ClearCare Clean up tip sheet: >>> >>> - >>> https://docs.google.com/document/d/1taTOGTstRD1Unit3UAX76bYpLty0g32Q= /edit >>> - Pay extra attention to the sections on VIP or ADMIN staff, as well >>> as some ClearCare audit processes you can utilize at the bottom >>> >>> Informational: >>> >>> - Intakes tip sheet for Canada (provided/owned by Tim): >>> - >>> https://docs.google.com/document/d/1t-y_TtOq569NeAIGPZ5Tn56uJv8RN= 4mZqWcGzLiRDwc/edit >>> - After Hours Standards documentation (indicates our areas of >>> responsibility vs the field's as well as when and how we will contac= t your >>> team/CGs/Clients) >>> - >>> https://docs.google.com/document/d/1I96lm98XFBp1bsIR7AzlcFJQnJnBZ= BBq/edit >>> - 8x8 tip sheet (infor on how to set up but also some >>> troubleshooting common issues at the bottom) >>> - >>> https://docs.google.com/document/d/1T8L1FvxKiIThmaGGyF8Jrs92fRTNI= vFW/edit >>> >>> Thanks! >>> >>> GW >>> >>> Gabrielle Wolfe >>> >>> * Head of Contact Center* >>> gwolfe@thekey.com >>> +1-360-502-3020 >>> TheKey.com >>> [image: TheKey] >>> >> >> >> -- >> Chuck Te