--000000000000e399a60623952fba Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 referring 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 in > 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 wr= ote: > >> 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 currently >>> set to 8:30am - 5:00pm US/Central time. All hours outside of those, ca= lls >>> will go to the Call Center center. Are we considering changing these h= ours >>> 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/Centra= l. >>> >>> 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 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 >>>>> myself fill in the best we can, but are often pulled away to other ar= eas >>>>> that need attention. The caregiver line receives the highest volume o= f >>>>> calls. >>>>> >>>>> 2- I noticed last week our On-Call was stopping before Midwest o