--00000000000091587c06236c706f Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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, calls 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/Central. 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 wro= te: > >> 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 tak= e >> calls during business hours while conducting orientation. Sarah and myse= lf >> fill in the best we can, but are often pulled away to other areas that n= eed >> 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 o= ur >> 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 cal= l >> 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 w= rote: >> >>> FYI >>> >>> See attached. If you=E2=80=99re below the desired level of 80% let me k= now 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 o= ur >>> 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: Kim