MILWAUKEE (CBS 58) — We now have more information about an investigation into two former employees at the Milwaukee Department of Emergency Communications who the department says resigned.

Their resignations came after a 99-year-old Milwaukee woman survived a violent home invasion, but dispatch did not send first responders to help her for nearly three hours, despite multiple calls to 911.

In these documents, the two dispatchers who the DEC says resigned each gave statements about what happened the day 99-year-old Shirley was brutally attacked and why no help was sent.

We are not naming the former employees because they have not been charged with any crime.

It happened back in July. Attorneys for 99-year-old Shirley say she was brutally attacked, and no help was sent for nearly three hours despite numerous calls to 911. Then, three hours later, Shirley called for help herself.

Now, documents from the DEC's investigation are revealing how the call was classified and why employees failed to alert dispatchers immediately.

According to the internal investigation, 911 calls are ranked from priority 0 to priority 9.

Priority 0 means immediate dispatch is needed for mass casualties, while priority 9 includes documented calls that require no police response.

The first communications officer entered the call in the police response system as "welfare," which is a priority 3 call.

That means it's about a 15-minute dispatch wait.

The communications officer then moved the call type to a threat after the operator stated they heard a male threaten a female.

During the investigation, the DEC asked the employee why the call wasn't classified as a battery. The employee stated staff were told by supervisors and leads not to classify a call as a battery unless the caller themselves can see someone being physically assaulted.

The second employee also stated that documents say "not to make assumptions as a possible battery."

The second employee attempted to call Shirley herself but made no connection.

Documents revealed that at the time of the call, typically a two-person response is recommended.

According to the internal investigation, all District 6 squads were responding to higher-priority calls.

After audio of the calls from the incident was released, the first employee acknowledged they should have kept listening to the first call to 911 in order to gather more information.

Documents released show that departmental changes were implemented after the incident, including requiring employees to continuously update call information.

DEC says both employees resigned, but documents released reveal one employee, in a text to another, said, "I'm in disbelief they're going to fire two people."

We reached out to the DEC for clarification.

Twenty-three-year-old Joseph Macias is facing three felony charges in the attack.

He's currently being evaluated by doctors after his defense entered a plea of not guilty by reason of insanity.