Meeting Title: ABC | Daily Standup Date: 2025-04-29 Meeting participants: Janiecegarcia, Amber Lin
WEBVTT
1 00:02:12.280 ⇒ 00:02:15.110 JanieceGarcia: There you go, so you’re good to add it, Dottie.
2 00:02:50.500 ⇒ 00:02:51.289 Amber Lin: Good morning!
3 00:02:51.290 ⇒ 00:02:53.290 JanieceGarcia: Good morning. How are you, Amber.
4 00:02:53.650 ⇒ 00:02:55.346 Amber Lin: Long time, no see.
5 00:02:55.770 ⇒ 00:02:56.530 JanieceGarcia: Right.
6 00:02:56.910 ⇒ 00:02:58.000 JanieceGarcia: Do you have a good weekend.
7 00:02:59.192 ⇒ 00:03:08.510 Amber Lin: I had a really really good weekend. I am still sore. We went hiking, and oh, wow! I have not hiked in so long.
8 00:03:09.110 ⇒ 00:03:11.399 JanieceGarcia: Nice. Well, that’s awesome.
9 00:03:11.690 ⇒ 00:03:12.959 Amber Lin: Good value.
10 00:03:14.210 ⇒ 00:03:25.854 JanieceGarcia: Did. My little one plays football and so we had a game Saturday, and that was a lot of fun. They did really good. They won
11 00:03:27.460 ⇒ 00:03:34.880 Amber Lin: How old, how old was your little one? I know already, playing football.
12 00:03:35.325 ⇒ 00:03:38.774 JanieceGarcia: Oh, yeah, it’s a big thing down here. They start when they’re, 4.
13 00:03:39.640 ⇒ 00:03:40.590 Amber Lin: That’s in.
14 00:03:40.850 ⇒ 00:03:47.900 Amber Lin: It’s crazy every time. Like for the sports I play, there’s always a kid that does it better. So.
15 00:03:48.260 ⇒ 00:04:02.769 JanieceGarcia: Oh, I can’t play sports. I am not coordinated at all. Yeah, no. But then, I’ve been. He got a bike for his birthday for his 7th birthday. He rides dirt bikes already, but he got an actual like
16 00:04:03.010 ⇒ 00:04:08.650 JanieceGarcia: bicycle, and so I’m looking for me for one
17 00:04:09.200 ⇒ 00:04:09.859 Amber Lin: To get a.
18 00:04:09.860 ⇒ 00:04:14.240 JanieceGarcia: So I could start writing with them. But right now all we’re doing is we’re walking.
19 00:04:14.520 ⇒ 00:04:19.539 JanieceGarcia: So we’ve walked. The 1st day
20 00:04:21.190 ⇒ 00:04:25.869 JanieceGarcia: was last Tuesday, and we walked 1 1 and a half miles.
21 00:04:26.370 ⇒ 00:04:34.269 JanieceGarcia: Then Thursday we walked a little over 2 miles, and then Sunday we walked 1.6 6 so.
22 00:04:35.112 ⇒ 00:04:41.040 JanieceGarcia: but it was getting dark on us, so we didn’t really. Nope and I was tired from Saturday, so.
23 00:04:42.260 ⇒ 00:04:46.630 Amber Lin: Yeah. My brother is also 4 years old, so my.
24 00:04:46.980 ⇒ 00:04:56.520 Amber Lin: so like bikes with him, I think he can ride a full bike now, but last time I remember it was the bike with the 2 like.
25 00:04:56.520 ⇒ 00:04:57.340 JanieceGarcia: Training wheels.
26 00:04:57.750 ⇒ 00:04:58.500 Amber Lin: Yeah.
27 00:04:58.500 ⇒ 00:04:59.030 JanieceGarcia: Yeah.
28 00:04:59.980 ⇒ 00:05:01.510 Amber Lin: That’s really fun.
29 00:05:04.460 ⇒ 00:05:06.079 Amber Lin: Yeah, let’s see.
30 00:05:06.780 ⇒ 00:05:08.220 Amber Lin: Hmm.
31 00:05:08.420 ⇒ 00:05:13.850 Amber Lin: I think today I wanted to look at the
32 00:05:14.110 ⇒ 00:05:21.939 Amber Lin: running lesser issue stock that you kept because I feel like I I didn’t realize that there was stuff there. So I I
33 00:05:22.547 ⇒ 00:05:28.060 Amber Lin: those issues were a lot collected. So I kind of want to look at that.
34 00:05:28.180 ⇒ 00:05:33.239 Amber Lin: And then I know. Last time we also talked about
35 00:05:34.104 ⇒ 00:05:39.015 Amber Lin: doing office hours for the Csrs, and also
36 00:05:40.730 ⇒ 00:05:46.740 Amber Lin: There was another group of Csrs that we kind of want to roll out to the the ones that do.
37 00:05:46.740 ⇒ 00:05:48.160 JanieceGarcia: The overflow agents.
38 00:05:48.160 ⇒ 00:05:57.990 Amber Lin: Yeah, the overflow agents. Yeah. So I kinda wanna see how we can do that. How do you know what the plan is with? The overflow agents?
39 00:05:58.800 ⇒ 00:06:05.340 JanieceGarcia: I don’t. I know that I’m working on redoing the training, because it seems like
40 00:06:05.520 ⇒ 00:06:08.280 JanieceGarcia: so the way that we were and
41 00:06:08.510 ⇒ 00:06:23.969 JanieceGarcia: the way that we were taught to bring in. Andy, you know. Go in, add the app, search for the app, and then he should pop up. But it doesn’t. So I wanna redo the training. Everybody was just going in like starting a new chat and then typing Andy.
42 00:06:24.340 ⇒ 00:06:25.939 JanieceGarcia: And then Andy would pop up
43 00:06:26.500 ⇒ 00:06:33.919 JanieceGarcia: so I want to redo my training. But that’s what I’m doing so that way, once it’s ready.
44 00:06:34.240 ⇒ 00:06:37.020 JanieceGarcia: whatever the email.
45 00:06:37.590 ⇒ 00:06:40.240 JanieceGarcia: Oh, good hmm!
46 00:06:40.400 ⇒ 00:06:42.309 JanieceGarcia: The email, the.
47 00:06:43.060 ⇒ 00:06:47.319 JanieceGarcia: The push out to them that it’s gonna be a lot smoother for them.
48 00:06:47.320 ⇒ 00:06:51.940 Amber Lin: Okay, should we plan to also push that out this week?
49 00:06:52.630 ⇒ 00:06:56.780 JanieceGarcia: I would think so. I think I think that’s the plan for Yvette.
50 00:06:56.780 ⇒ 00:06:58.509 Amber Lin: Okay, so let’s.
51 00:06:58.510 ⇒ 00:06:59.079 JanieceGarcia: But I’m not sure.
52 00:07:00.700 ⇒ 00:07:12.120 Amber Lin: Let me. I’ll go get get overflow agent emails from inside.
53 00:07:13.480 ⇒ 00:07:21.820 Amber Lin: Yeah. And also, I guess, how do we support? How do we support the Csrs of?
54 00:07:22.080 ⇒ 00:07:25.030 Amber Lin: Should we give them office hours?
55 00:07:25.260 ⇒ 00:07:26.269 Amber Lin: Do you cause.
56 00:07:26.270 ⇒ 00:07:28.790 JanieceGarcia: I think that’s a good idea. I think that’s the way
57 00:07:28.970 ⇒ 00:07:48.449 JanieceGarcia: with what Utam was talking about last Thursday was being able to give them like office hours, like a an hour, you know, for them to come in and ask. But then also, like the group thing, the group message and slack, so everybody can see the questions.
58 00:07:48.700 ⇒ 00:07:51.620 Amber Lin: Do people use slack in your company?
59 00:07:51.820 ⇒ 00:07:59.030 JanieceGarcia: No, it was the 1st time I’d ever seen it. But I don’t. You know I can’t speak for everyone. I don’t know if anybody else has, or ever has, or
60 00:07:59.030 ⇒ 00:08:02.419 JanieceGarcia: you know, but it was the 1st time I’ve ever seen it, and used it.
61 00:08:03.025 ⇒ 00:08:12.040 Amber Lin: So I was, yeah, I was wondering what would be the best channel, because there is slack. I I don’t know how we’re gonna
62 00:08:12.710 ⇒ 00:08:16.110 Amber Lin: hmm.
63 00:08:16.770 ⇒ 00:08:34.900 Amber Lin: because if it, how does a Google Chats group chat work? Because ideally, I want other people to be able to see people’s answers to problems. And in Google chat, it’s just messages. But slack, you can reply to individual messages, and it’ll be contained in there. So I was wondering.
64 00:08:35.429 ⇒ 00:08:36.189 JanieceGarcia: So.
65 00:08:36.190 ⇒ 00:08:36.750 Amber Lin: Worked.
66 00:08:36.970 ⇒ 00:08:43.690 JanieceGarcia: You can, you can pretty much do the same thing. Let me share
67 00:08:46.939 ⇒ 00:08:48.539 JanieceGarcia: my email.
68 00:08:50.610 ⇒ 00:08:53.510 JanieceGarcia: Okay? So like.
69 00:08:54.000 ⇒ 00:08:54.590 Amber Lin: Oh!
70 00:09:00.830 ⇒ 00:09:24.819 JanieceGarcia: So you can have all of that in here. But then, if you have like, say, I’m gonna use my team for an example. Say, okay, Dottie, from my team. She did all the new starts, and that’s a huge thing for us. That’s something that we need to make sure that you know, everybody knows, so we can go in here and we can PIN it to the board.
71 00:09:25.203 ⇒ 00:09:37.090 JanieceGarcia: That way. It’s always gonna end up being penned unless until we unpin it. So everyone will see that as like, Hey, this is this is important message, right? Or.
72 00:09:39.560 ⇒ 00:09:42.729 Amber Lin: Can we respond to specific messages?
73 00:09:43.537 ⇒ 00:09:49.900 JanieceGarcia: So say that I want to go ahead and respond to dotties.
74 00:09:59.230 ⇒ 00:10:01.869 JanieceGarcia: Then I can do that, and it’ll pop up.
75 00:10:01.870 ⇒ 00:10:05.629 Amber Lin: Responding to the same thread.
76 00:10:05.900 ⇒ 00:10:08.609 JanieceGarcia: Yep. And then you can just keep responding on here.
77 00:10:10.030 ⇒ 00:10:10.440 Amber Lin: Oh!
78 00:10:10.440 ⇒ 00:10:12.980 JanieceGarcia: So like, if I want to ask a question.
79 00:10:22.790 ⇒ 00:10:25.879 JanieceGarcia: Then they can go in. They can all reply, and I’m gonna see it.
80 00:10:27.070 ⇒ 00:10:27.890 Amber Lin: Oh.
81 00:10:32.580 ⇒ 00:10:39.320 JanieceGarcia: So, I mean, and it’s pretty good. It’s it’s the same. And say, like, I don’t have this open, Dottie, do an at me.
82 00:10:44.490 ⇒ 00:10:46.680 JanieceGarcia: Dottie, will you do an at me
83 00:10:47.239 ⇒ 00:10:52.510 JanieceGarcia: do an at me to like? Target me to look at that in their chat?
84 00:10:54.420 ⇒ 00:10:55.830 JanieceGarcia: No, just anything.
85 00:10:58.870 ⇒ 00:11:01.549 JanieceGarcia: So if I’m not even on it.
86 00:11:02.830 ⇒ 00:11:05.710 JanieceGarcia: And something does come through. It’s gonna pop up.
87 00:11:13.600 ⇒ 00:11:17.259 Amber Lin: And the Csrs are always on Google chat.
88 00:11:17.260 ⇒ 00:11:18.030 JanieceGarcia: Always.
89 00:11:18.480 ⇒ 00:11:19.830 Amber Lin: Okay. I see.
90 00:11:20.090 ⇒ 00:11:31.280 JanieceGarcia: We use the I mean, we have to keep like my screens. I have it to where it’s like my phone system and my monitoring screen. And then I have my email always up
91 00:11:32.346 ⇒ 00:11:40.079 JanieceGarcia: with my drive stuff. And then I’ll I’ll have my actual system. And then, you know, from my Crm.
92 00:11:40.810 ⇒ 00:11:58.190 Amber Lin: I see. Okay. So I’ll ask a team if we can do Google Chat. I just just suggested slack as all of our automation system are in slack. It’s kind of like all of your stuff is in Google Chat. But I think the best way would be to
93 00:11:58.270 ⇒ 00:12:11.990 Amber Lin: make it the easiest for the Csrs. So I’m gonna I’m gonna ask if we can do it. And for the office hours I would love to. Just. I’ll just hold like
94 00:12:12.350 ⇒ 00:12:20.250 Amber Lin: 2 sessions each week, like 1 h each. What do you think is a good time when they’re more free, and they’re able to come here.
95 00:12:21.190 ⇒ 00:12:28.000 JanieceGarcia: Probably more in the afternoon, I would say, just because
96 00:12:28.480 ⇒ 00:12:32.290 JanieceGarcia: the mornings, you know, we have so many shifts that start
97 00:12:32.610 ⇒ 00:12:47.710 JanieceGarcia: at different times. It’s 7, 8, and 9, so, and then we have to think about lunches that start at 11 and so we don’t want to do it at that time, but I would say probably anytime after
98 00:12:47.910 ⇒ 00:12:50.340 JanieceGarcia: like a 2 to 4 would probably be.
99 00:12:50.340 ⇒ 00:12:50.940 Amber Lin: Perfect.
100 00:12:50.940 ⇒ 00:12:52.791 JanieceGarcia: And not ever on a Monday.
101 00:12:53.780 ⇒ 00:13:00.780 Amber Lin: Sounds good. I like my mornings if I can show you. My mornings are crazy.
102 00:13:01.420 ⇒ 00:13:04.430 JanieceGarcia: Wow and see. So Dottie did a.
103 00:13:04.430 ⇒ 00:13:05.832 Amber Lin: Please do this.
104 00:13:06.580 ⇒ 00:13:12.240 JanieceGarcia: A message specifically to me. And so it popped up on my side here
105 00:13:12.480 ⇒ 00:13:15.130 JanieceGarcia: so that way I can see what comes up.
106 00:13:15.310 ⇒ 00:13:16.720 Amber Lin: Cool. Okay?
107 00:13:17.520 ⇒ 00:13:26.980 Amber Lin: Awesome. Yeah. Mostly. I was looking at my schedule most of the times my mornings. From so essentially from your 6 to your like.
108 00:13:27.110 ⇒ 00:13:34.289 Amber Lin: 2 Pm. Is just completely packed with meetings, so it’ll be great. I’ll schedule one at like
109 00:13:35.340 ⇒ 00:13:39.120 Amber Lin: one Tuesday and one Thursday. Do you think that works.
110 00:13:39.120 ⇒ 00:13:40.240 JanieceGarcia: Yeah, that would probably be good.
111 00:13:40.240 ⇒ 00:13:43.900 Amber Lin: Okay, so 2.
112 00:13:44.330 ⇒ 00:13:48.930 Amber Lin: Is it better if I do like your 2 o’clock or your 3 o’clock.
113 00:13:49.200 ⇒ 00:13:53.839 JanieceGarcia: Probably 2, because people start leaving like the ones that come in at 7 they leave at 4.
114 00:13:53.840 ⇒ 00:13:57.720 Amber Lin: Oh, okay, sounds good.
115 00:13:59.230 ⇒ 00:14:03.360 Amber Lin: What do you think it’s a good topic to talk about during those office hours?
116 00:14:07.720 ⇒ 00:14:14.329 JanieceGarcia: Truthfully, like the feedback, I mean, even though we say it, we ask for it.
117 00:14:15.100 ⇒ 00:14:16.279 JanieceGarcia: we’re not getting it.
118 00:14:16.730 ⇒ 00:14:24.839 Amber Lin: Oh, do you mean like specific feedback about answers, or just how they feel about Andy in general?
119 00:14:24.840 ⇒ 00:14:36.011 JanieceGarcia: And I would like to know a little bit more on how they feel. I know how you know Deborah feels. Joy feels. April feels, which was awesome, awesome, awesome, awesome.
120 00:14:38.440 ⇒ 00:14:40.280 JanieceGarcia: you know. But even
121 00:14:41.430 ⇒ 00:14:57.889 JanieceGarcia: I don’t know just what they want to see in Andy, I mean, I know we’re still working on the inspector sheets. I know that. That’s you know, definitely coming up. I have 1, 2, 3, 4 questions. That’s actually been in our errors.
122 00:15:00.150 ⇒ 00:15:03.650 JanieceGarcia: To see. Okay, what you know. What
123 00:15:03.750 ⇒ 00:15:10.630 JanieceGarcia: is the way that we should be answering on those to make sure that it’s correct? So it’s just
124 00:15:11.170 ⇒ 00:15:15.560 JanieceGarcia: I don’t know. What do they want to see in Andy? What what do they want to get out of this.
125 00:15:15.980 ⇒ 00:15:18.390 Amber Lin: I see sounds good.
126 00:15:22.050 ⇒ 00:15:35.420 Amber Lin: awesome. I will schedule that. And I’ll just send out an email to you guys. And you can just we can maybe create a group chat or maybe just blast out an email. I bet you guys already have like a.
127 00:15:36.170 ⇒ 00:15:54.299 JanieceGarcia: Well, and I know that’s kind of what that’s what Yvette was talking about and and working on, you know, with Utam and Tim is creating something that we can do like. It’s a no reply, and we can send it out and be like, Hey, this is, you know what we’re gonna have, it’s gonna be available. Or if there’s
128 00:15:54.520 ⇒ 00:16:02.379 JanieceGarcia: yeah, I think it’s gonna be an email. And then it’s gonna be like updates. You know, anytime that there’s an update. Then it gets pushed out. All of that.
129 00:16:03.550 ⇒ 00:16:04.540 Amber Lin: Sounds good.
130 00:16:04.970 ⇒ 00:16:07.510 Amber Lin: Look into. I’ll look into that, too.
131 00:16:08.093 ⇒ 00:16:18.819 Amber Lin: One last thing I know, we talked about the tenure of the different staff. Do we have a database where we kind of know how long they’ve been.
132 00:16:18.820 ⇒ 00:16:29.009 JanieceGarcia: I can. I can look it up in our paylocity. It’s gonna take me a moment, but I can definitely. I can make time, and and look that up.
133 00:16:29.010 ⇒ 00:16:45.789 Amber Lin: E, even even if you just type it in, because you know the Csrs. You know, we have that the condensed spreadsheet. Right do you? Are you? Is it working for you, the new one that we condensed with all the different pages.
134 00:16:47.141 ⇒ 00:16:51.709 JanieceGarcia: I honestly, I don’t even know if I’ve looked at it. Let’s see.
135 00:16:52.090 ⇒ 00:16:54.069 JanieceGarcia: that’s the one that Utam did right.
136 00:16:54.070 ⇒ 00:16:59.410 Amber Lin: Yeah, the spreadsheet Hub, let me copy the link. I’ll send it to your Google chat. So you have.
137 00:16:59.690 ⇒ 00:17:01.290 Amber Lin: So you have.
138 00:17:01.630 ⇒ 00:17:03.849 JanieceGarcia: I do have it. I’m I got it open now.
139 00:17:04.099 ⇒ 00:17:05.369 Amber Lin: Yeah. Awesome.
140 00:17:06.719 ⇒ 00:17:07.749 JanieceGarcia: Okay, perfect.
141 00:17:07.750 ⇒ 00:17:08.599 JanieceGarcia: So the ABC.
142 00:17:10.039 ⇒ 00:17:17.979 Amber Lin: Yeah, it has everything in there somewhere. It says.
143 00:17:18.339 ⇒ 00:17:24.119 Amber Lin: say, Csr emails. And I think we can just create a column of tenure. And you just.
144 00:17:24.119 ⇒ 00:17:24.729 JanieceGarcia: Tenure.
145 00:17:25.339 ⇒ 00:17:36.530 Amber Lin: What you like doesn’t need to be specific to year, just like Oh, new or maybe like 3 to 5 years could be arranged like. Whatever you feel is a good
146 00:17:39.790 ⇒ 00:17:44.909 Amber Lin: measurement, because I don’t know how specifically you know how long they’ve been there.
147 00:17:45.550 ⇒ 00:17:51.109 JanieceGarcia: Like, I said I could definitely look it up in our system. But it’s gonna take. It’s gonna take a moment.
148 00:17:56.450 ⇒ 00:18:01.480 Amber Lin: I see, would you know, if they’re just say experience versus new, or.
149 00:18:03.230 ⇒ 00:18:03.730 Amber Lin: Of course.
150 00:18:03.870 ⇒ 00:18:04.590 JanieceGarcia: For sure.
151 00:18:04.790 ⇒ 00:18:15.739 Amber Lin: Just type them in if you have, because that will help us, I mean. In the meantime I can work with you about it. To think about the different messaging for different groups.
152 00:18:16.120 ⇒ 00:18:17.220 JanieceGarcia: Yeah, okay.
153 00:18:17.680 ⇒ 00:18:25.779 JanieceGarcia: no, I definitely know. Like, who’s newer? Who’s not? Probably within like a year or so, I could probably tell you who’s been here over a year.
154 00:18:25.960 ⇒ 00:18:32.600 Amber Lin: Okay, that will be. I mean, that’s all we need. Cause. We don’t need to know. They’ve been here for 400 0 point 5 days.
155 00:18:32.600 ⇒ 00:18:36.160 JanieceGarcia: Right, right.
156 00:18:36.160 ⇒ 00:18:45.399 Amber Lin: Yeah, okay, awesome. Thank you so much. I wanted to look at the error sheet. But I think we’re a bit over on time. And.
157 00:18:45.400 ⇒ 00:18:46.080 JanieceGarcia: Yeah.
158 00:18:46.080 ⇒ 00:18:49.959 Amber Lin: Look at it tomorrow. I know you keep a log of
159 00:18:50.230 ⇒ 00:18:52.439 Amber Lin: the error is in a Google Doc.
160 00:18:52.965 ⇒ 00:18:56.670 Amber Lin: So I’ve been missing those because I’ve only been looking at the spreadsheet.
161 00:18:57.880 ⇒ 00:19:10.841 JanieceGarcia: No worries, no worries at all. With the with most of these like I have. I did not touch it yesterday. We had so much going on yesterday I did not touch it. But today I’m going to for sure.
162 00:19:12.470 ⇒ 00:19:13.320 Amber Lin: That was good.
163 00:19:14.200 ⇒ 00:19:14.940 JanieceGarcia: So there!
164 00:19:14.940 ⇒ 00:19:22.839 Amber Lin: I’ll email Yvette with the usage yesterday so we can check how we can boost the usage.
165 00:19:24.970 ⇒ 00:19:33.399 JanieceGarcia: Sounds good, awesome. And I know we are going to be working on that. We’re gonna work on a couple of chats with them. But we’re gonna divide them up a certain way.
166 00:19:33.640 ⇒ 00:19:35.140 JanieceGarcia: So it’s not all in one.
167 00:19:35.560 ⇒ 00:19:40.169 JanieceGarcia: Yeah, sounds good. I’ll let Eva know. I want to do the office hours and see what she thinks.
168 00:19:40.320 ⇒ 00:19:43.270 JanieceGarcia: Perfect. Okay, sounds good. Thanks, bye.