Meeting Title: ABC | Biz KPI Review Date: 2025-05-19 Meeting participants: Janiecegarcia, Yvetteruiz, Amber Lin
WEBVTT
1 00:05:12.410 ⇒ 00:05:13.240 JanieceGarcia: Hey, Brett.
2 00:05:14.630 ⇒ 00:05:15.480 YvetteRuiz: Hey!
3 00:05:39.160 ⇒ 00:05:40.030 YvetteRuiz: Hmm!
4 00:05:51.250 ⇒ 00:05:54.219 JanieceGarcia: I don’t know what I did to my shoulder, but I did something to it.
5 00:05:56.690 ⇒ 00:05:58.210 YvetteRuiz: Use your camera off.
6 00:05:58.670 ⇒ 00:06:00.673 JanieceGarcia: Oh, yeah, I didn’t even notice that.
7 00:06:04.160 ⇒ 00:06:06.649 JanieceGarcia: I think it automatically does that one.
8 00:06:06.920 ⇒ 00:06:11.350 JanieceGarcia: It comes on this one cause. This is the only one. I have to turn it on, on.
9 00:06:11.710 ⇒ 00:06:12.610 YvetteRuiz: Yeah.
10 00:06:17.810 ⇒ 00:06:19.089 JanieceGarcia: Don’t have a good weekend.
11 00:06:19.970 ⇒ 00:06:20.770 YvetteRuiz: That what.
12 00:06:20.770 ⇒ 00:06:22.040 JanieceGarcia: Did y’all have a good weekend.
13 00:06:23.560 ⇒ 00:06:26.941 YvetteRuiz: Yeah, I did. Just busy, you know, trying to get
14 00:06:27.280 ⇒ 00:06:27.840 JanieceGarcia: Everything.
15 00:06:27.840 ⇒ 00:06:29.379 YvetteRuiz: Everything Redone, like
16 00:06:29.970 ⇒ 00:06:38.330 YvetteRuiz: Savannah’s room, getting everything ready, washing all the baby’s clothes. Then I have her baby showers this week, so
17 00:06:38.600 ⇒ 00:06:40.700 YvetteRuiz: trying to get all that stuff ready.
18 00:06:41.640 ⇒ 00:06:44.380 YvetteRuiz: Just a lot of running around. What about you.
19 00:06:46.019 ⇒ 00:06:53.989 JanieceGarcia: We had football Saturday, and I was telling David this morning I was like that heat. Eva was killer
20 00:06:54.190 ⇒ 00:06:58.159 JanieceGarcia: our game we were playing. We were basically playing against the refs.
21 00:06:58.390 ⇒ 00:06:59.060 JanieceGarcia: But it was.
22 00:06:59.060 ⇒ 00:07:01.830 YvetteRuiz: It was just like an ugly hot, right cause it was.
23 00:07:01.830 ⇒ 00:07:02.490 JanieceGarcia: Ugly.
24 00:07:02.490 ⇒ 00:07:08.399 YvetteRuiz: Like dark, right, but windy, but it was like blowing hot right? I went out.
25 00:07:08.400 ⇒ 00:07:08.820 JanieceGarcia: It was.
26 00:07:09.323 ⇒ 00:07:12.260 YvetteRuiz: Yeah, I bet that.
27 00:07:12.260 ⇒ 00:07:13.100 JanieceGarcia: It was bad.
28 00:07:13.100 ⇒ 00:07:14.080 YvetteRuiz: Visible.
29 00:07:14.526 ⇒ 00:07:28.000 JanieceGarcia: It’s it’s sad. Whenever you have these poor little boys that are they’re coming up to me and the other team mom and they’re asking us why my feet, hot like you could feel it. You could feel the hot turf because we played on turf field.
30 00:07:28.000 ⇒ 00:07:29.100 YvetteRuiz: Oh, man! So you could.
31 00:07:29.100 ⇒ 00:07:31.370 JanieceGarcia: Feel it through your cleats. Hi!
32 00:07:31.370 ⇒ 00:07:32.300 YvetteRuiz: Hi, Emily!
33 00:07:32.300 ⇒ 00:07:33.560 Amber Lin: Where I am.
34 00:07:33.890 ⇒ 00:07:35.196 YvetteRuiz: In Austin.
35 00:07:35.850 ⇒ 00:07:36.890 JanieceGarcia: What?
36 00:07:37.010 ⇒ 00:07:37.710 YvetteRuiz: Hey?
37 00:07:37.920 ⇒ 00:07:42.330 YvetteRuiz: And who themselves? Oh, there’s very bye!
38 00:07:42.330 ⇒ 00:07:44.610 YvetteRuiz: When did you get in.
39 00:07:45.151 ⇒ 00:07:47.858 Amber Lin: I arrived 30 min ago.
40 00:07:48.400 ⇒ 00:07:50.680 YvetteRuiz: Oh, my goodness, yes, we can.
41 00:07:50.680 ⇒ 00:07:56.680 Amber Lin: I landed like an hour ago, and then Utam drove to the airport to pick me up, and I just got to his house.
42 00:07:57.575 ⇒ 00:07:58.230 YvetteRuiz: Wow!
43 00:07:58.230 ⇒ 00:08:04.129 Amber Lin: Yeah, I feel the weather, Janice. I I feel the turf. What you’re talking about.
44 00:08:04.270 ⇒ 00:08:05.256 YvetteRuiz: It’s hot.
45 00:08:05.750 ⇒ 00:08:07.800 YvetteRuiz: Yeah, that’s exciting.
46 00:08:08.510 ⇒ 00:08:10.968 Amber Lin: Oh, no, can’t believe it.
47 00:08:12.740 ⇒ 00:08:16.419 Amber Lin: Is it better in Austin, or is it better in where you’re at.
48 00:08:17.345 ⇒ 00:08:18.640 JanieceGarcia: Can we be biased and say.
49 00:08:21.810 ⇒ 00:08:23.430 Amber Lin: You’re in San Antonio right?
50 00:08:24.985 ⇒ 00:08:25.830 YvetteRuiz: Yep.
51 00:08:26.320 ⇒ 00:08:31.224 YvetteRuiz: So you don’t have to actually plan a trip over here.
52 00:08:31.670 ⇒ 00:08:34.039 Amber Lin: Yeah, well, I just need to figure out how I’m getting there.
53 00:08:34.744 ⇒ 00:08:42.379 YvetteRuiz: So how? So you are you ready for the week?
54 00:08:42.749 ⇒ 00:08:47.149 YvetteRuiz: Did you? Sorry? Because you’re gonna take pictures right? When’s your meeting? There?
55 00:08:47.744 ⇒ 00:08:50.469 Amber Lin: It’s like f 3, I think.
56 00:08:50.780 ⇒ 00:08:54.159 YvetteRuiz: Oh, it’s today at 3, right?
57 00:08:54.440 ⇒ 00:08:58.200 Amber Lin: Oh, and then the dinner is in the evening. Wait, is it I?
58 00:08:58.710 ⇒ 00:09:07.129 Amber Lin: This is your house. Oh, okay, cause I looked at your house. I don’t think your house is ready with that yet.
59 00:09:09.535 ⇒ 00:09:10.030 YvetteRuiz: Yeah.
60 00:09:10.030 ⇒ 00:09:17.770 Amber Lin: I’m gonna take pictures. I was taking photos for my partner’s graduation this weekend. So I already did a lot of photos.
61 00:09:18.190 ⇒ 00:09:19.700 YvetteRuiz: Oh, how cool!
62 00:09:20.060 ⇒ 00:09:21.110 YvetteRuiz: That’s awesome!
63 00:09:21.930 ⇒ 00:09:22.950 JanieceGarcia: Congratulations.
64 00:09:23.388 ⇒ 00:09:29.960 Amber Lin: Remember your son’s girlfriend’s also graduating right, so He’s, Gonna, go to the military. Now.
65 00:09:30.260 ⇒ 00:09:31.350 JanieceGarcia: Yep, he is.
66 00:09:31.350 ⇒ 00:09:32.860 Amber Lin: We’re after the summer.
67 00:09:33.320 ⇒ 00:09:36.309 JanieceGarcia: He’s yeah. He’s looking at leaving in July.
68 00:09:36.990 ⇒ 00:09:38.319 Amber Lin: Oh, wow!
69 00:09:39.350 ⇒ 00:09:40.570 Amber Lin: Wow!
70 00:09:41.000 ⇒ 00:09:42.130 JanieceGarcia: That’s crazy.
71 00:09:42.380 ⇒ 00:09:43.229 YvetteRuiz: But it’s good.
72 00:09:44.340 ⇒ 00:09:51.899 YvetteRuiz: Yeah, lots of stuff going on right now. Everyone has busy schedules because of graduation, the end of school
73 00:09:52.090 ⇒ 00:09:58.741 YvetteRuiz: grandbabies coming. Yes, where I babies, children, come in.
74 00:10:00.070 ⇒ 00:10:09.785 Amber Lin: Yeah, the the line to the airport super long, like my uber driver was saying. He’s never seen this on a Monday 5 Am.
75 00:10:10.680 ⇒ 00:10:11.260 Amber Lin: Cool.
76 00:10:13.410 ⇒ 00:10:23.449 Amber Lin: Yeah. Oh, I want to ask you guys, when do you want me to comment? Because I can come in like any any day of the week. I just wanna make sure that we coordinate.
77 00:10:25.530 ⇒ 00:10:28.410 Amber Lin: So we’re normally there on thursdays
78 00:10:28.696 ⇒ 00:10:30.989 Amber Lin: I can just go on Thursday, what time.
79 00:10:30.990 ⇒ 00:10:31.370 YvetteRuiz: Okay.
80 00:10:31.370 ⇒ 00:10:32.150 Amber Lin: He’s there.
81 00:10:32.900 ⇒ 00:10:46.228 YvetteRuiz: We’re normally there about 8 8. So if you want to be there like at 8, 39. But so that’s kind of what I wanted to talk about today is kind of coordinate. What? What do we want to do for you in that day? When you’re at Austin?
82 00:10:46.490 ⇒ 00:10:46.980 Amber Lin: Yeah.
83 00:10:47.930 ⇒ 00:11:05.140 YvetteRuiz: Because I talked to Shannon earlier, because I met with all my leaders today. And part of our conversation, my conversation with Shannon or hers when we were going over her monthly recap for April is Andy? She’s like, you know, that we started off strong, and then we kind of went down. I was like, yeah.
84 00:11:05.520 ⇒ 00:11:11.919 YvetteRuiz: talking about that. So we’re going to work on how we’re going to make that, hey? We need to get everybody going
85 00:11:12.247 ⇒ 00:11:21.779 YvetteRuiz: and make sure that they’re utilizing Andy. So I told her. I said, well, Amber’s here this week. I said so. I’m planning for her to be at the Austin on Thursday.
86 00:11:21.780 ⇒ 00:11:45.810 YvetteRuiz: and Shannon suggested, if if you could spend time with her leaders because the the leaders are the ones that they go and ask the questions to all day long, and we’re trying to train them to, hey, go to Andy, go to Andy, so I think if they’re part, if if they get to know you they get, they get a better understanding of the importance. On that. I think that would be super beneficial. But then I also know that you want to kind of maybe
87 00:11:46.650 ⇒ 00:11:50.319 YvetteRuiz: mingle sit with the Csr’s. I don’t know. I’m just kind of spitballing.
88 00:11:50.320 ⇒ 00:11:54.950 Amber Lin: I I can spend the whole day there. I think there’s more than enough time to meet with.
89 00:11:55.760 ⇒ 00:11:56.569 YvetteRuiz: Yeah.
90 00:11:56.570 ⇒ 00:12:03.689 Amber Lin: How many people do the are? How many leaders are there, and how many Csrs do they manage approximately.
91 00:12:04.980 ⇒ 00:12:24.419 YvetteRuiz: So we have. The majority of the leaders are there. So I have 1, 2, 3, 4, 5 leaders there in San Antonio. But each leader has, like like Shannon, for instance. She’s she’s the manager. Then she has a supervisor. Then she has 3 leads.
92 00:12:24.810 ⇒ 00:12:26.180 Amber Lin: Oh!
93 00:12:26.530 ⇒ 00:12:39.313 YvetteRuiz: So yeah, so they they all have, you know. So the main, the main support managers, that’s the count that I gave you. But beneath them. They also have, like a net, another layer of leaders under them.
94 00:12:39.650 ⇒ 00:12:45.360 Amber Lin: I see so originally. Grace was like a supervisor, and then under that, there’s leaders.
95 00:12:45.680 ⇒ 00:12:52.980 YvetteRuiz: Yeah. So shannon was a support manager. Kenny is a supervisor, and then Grace was a lead.
96 00:12:53.080 ⇒ 00:13:01.989 YvetteRuiz: So Grace is a lead. Michelle’s a lead. Sonia’s the lead and the leads are typically the ones that get all the questions asked all the time every day.
97 00:13:02.330 ⇒ 00:13:04.349 YvetteRuiz: So they’re the ones that are kind of that
98 00:13:04.590 ⇒ 00:13:14.441 YvetteRuiz: mid, you know, kind of where the rubber meets the road. They’re the ones that are really in the ground with the Csrs. Taking all the questions. Just like the trainers do
99 00:13:15.220 ⇒ 00:13:30.370 Amber Lin: I see. Okay, that sounds good. And I think with the leads it will probably be easier to schedule time with them, because they spend time answering questions, anyway. So they’re not that much on the hook with calls. If if that’s correct.
100 00:13:30.370 ⇒ 00:13:37.490 YvetteRuiz: That is correct, absolutely. Yeah. Don’t jump in when we need them. But from the majority of the part for the majority they’re off doing.
101 00:13:37.670 ⇒ 00:13:41.801 YvetteRuiz: supporting, or helping with just other other tasks.
102 00:13:42.260 ⇒ 00:13:43.030 Amber Lin: Alright.
103 00:13:43.200 ⇒ 00:13:51.499 Amber Lin: Do you want me to meet with them? I can meet with them, one on one on one. I just don’t know if they would have time for that.
104 00:13:51.710 ⇒ 00:14:12.180 YvetteRuiz: I can go ahead, and I can coordinate that. I can go ahead and coordinate some time. Since I kind of wanted to talk about it because I want you to obviously spend time with them. But then I would also like, and I don’t know if we want to do it individually, or we can do it as a group. Amber I prefer as a group with myself and with my other leaders in the other day.
105 00:14:12.180 ⇒ 00:14:12.830 Amber Lin: Divisions.
106 00:14:12.830 ⇒ 00:14:27.770 YvetteRuiz: Because it’s Gonna be coming to them right? That we’re the goal is to get them on Andy as well, starting with their overflow agent. So it would be good for them just to kind of talk to you and ask you questions and that stuff. So I was thinking that if you were okay. With that we can kind of.
107 00:14:27.770 ⇒ 00:14:34.380 Amber Lin: Definitely I I want to spend time with any everybody. I would love to spend time with Steven and Matt, but I don’t think they have time so.
108 00:14:34.680 ⇒ 00:14:37.079 YvetteRuiz: No, Matt’s on vacation. He’s in New Mexico.
109 00:14:37.080 ⇒ 00:14:37.710 YvetteRuiz: Oh.
110 00:14:38.590 ⇒ 00:14:45.057 Amber Lin: Wow, yeah. And if Bobby’s around, I’ll introduce you to Bobby.
111 00:14:45.470 ⇒ 00:14:47.140 Amber Lin: Okay, okay. Sounds good.
112 00:14:47.140 ⇒ 00:14:51.030 YvetteRuiz: I tried with when Uda was there, but it was hard to catch up with him. He’s no
113 00:14:51.030 ⇒ 00:14:51.800 YvetteRuiz: bell. Huh?
114 00:14:51.800 ⇒ 00:15:02.039 Amber Lin: I see, so I think we’ll have at least meeting some meetings with the leaders. And some meeting with the people from the other divisions, and then some meetings with the Csrs.
115 00:15:02.200 ⇒ 00:15:12.290 YvetteRuiz: Yeah, what I’ll do. Amber is I’ll go ahead and just kind of lay out the the agenda just like I did when Uta was there. So then that way we can, we can have it all scheduled, and you’ll have it ready.
116 00:15:12.520 ⇒ 00:15:20.909 Amber Lin: Yeah, exciting. And honestly, if there’s no if we can’t coordinate meeting times with the Csrs, I can just sit. And
117 00:15:21.200 ⇒ 00:15:31.819 Amber Lin: one of the cubicles, or somewhere in there in the hallway, and then I’ll like when they walk by. I’ll catch them, or they just come to me for like 10 to 15 min, where I go to them.
118 00:15:32.380 ⇒ 00:15:40.180 YvetteRuiz: Yeah, no, I’ll what do you call it? I’ll get them on. I’ll get them there. So then that way we like, I said, it just takes a matter of me going to Brian and saying, Okay, here’s what I need.
119 00:15:40.380 ⇒ 00:15:42.159 YvetteRuiz: Make the magic magic.
120 00:15:42.160 ⇒ 00:15:42.620 Amber Lin: Well.
121 00:15:42.620 ⇒ 00:15:45.547 YvetteRuiz: Magic happens just because I need coverage on the phones.
122 00:15:46.000 ⇒ 00:15:46.860 Amber Lin: Yeah, yeah.
123 00:15:47.260 ⇒ 00:15:47.950 Amber Lin: All good.
124 00:15:48.330 ⇒ 00:16:06.430 Amber Lin: Sounds sounds good I’ll probably stay until I’ll just spend my regular work day there if I have to do other like some other work here and there. I’ll just do it on my laptop, but I plan to spend the majority of the day there.
125 00:16:06.660 ⇒ 00:16:08.180 YvetteRuiz: Okay, yeah, yeah.
126 00:16:09.490 ⇒ 00:16:10.120 Amber Lin: That’s good.
127 00:16:10.120 ⇒ 00:16:15.059 YvetteRuiz: We normally head out about 3 ish, so we can make it back home in decent time.
128 00:16:15.350 ⇒ 00:16:15.670 Amber Lin: Okay.
129 00:16:15.670 ⇒ 00:16:18.490 YvetteRuiz: Because we have traffic and so forth. But we’ll stay as we
130 00:16:18.490 ⇒ 00:16:23.194 YvetteRuiz: off as as late as we can. We’re not coming back home too late.
131 00:16:23.530 ⇒ 00:16:25.420 Amber Lin: How far is it? Drive?
132 00:16:25.940 ⇒ 00:16:30.300 JanieceGarcia: But 2 h hour and a half, 2 h. It depends, I mean there.
133 00:16:30.300 ⇒ 00:16:33.130 YvetteRuiz: That’s what I was gonna say, traffic and depending on.
134 00:16:33.130 ⇒ 00:16:40.610 JanieceGarcia: Yeah, it just depends on traffic, because sometimes we can get there quick and we can get home fast. But other times it’ll we. You never know.
135 00:16:40.770 ⇒ 00:16:45.649 YvetteRuiz: It’ll be brutal. And who knows? With the weekend, with the you know, the Memorial Day weekend.
136 00:16:45.650 ⇒ 00:16:46.220 JanieceGarcia: A little bit.
137 00:16:46.220 ⇒ 00:16:50.700 Amber Lin: Who’s traveling? What’s going? Maybe it’s gonna be light. Maybe it’s not. I don’t know.
138 00:16:50.700 ⇒ 00:16:58.410 Amber Lin: Yeah, yeah, yeah, I I can’t imagine driving 2 h. Do you guys alternate, or is it just one.
139 00:16:58.410 ⇒ 00:16:58.760 JanieceGarcia: No.
140 00:16:58.760 ⇒ 00:16:59.659 Amber Lin: Sold as drugs.
141 00:16:59.660 ⇒ 00:17:00.580 JanieceGarcia: That does it all.
142 00:17:00.580 ⇒ 00:17:01.660 Amber Lin: All the time.
143 00:17:02.985 ⇒ 00:17:03.950 YvetteRuiz: Hmm.
144 00:17:04.569 ⇒ 00:17:07.719 JanieceGarcia: These days she’ll probably finally be like, Okay, it’s your turn.
145 00:17:09.550 ⇒ 00:17:11.160 YvetteRuiz: Yeah.
146 00:17:11.160 ⇒ 00:17:12.020 Amber Lin: Okay.
147 00:17:12.240 ⇒ 00:17:15.980 YvetteRuiz: Okay, so that’s the plan, for I’ll put the agenda together. We’ll we’ll work out
148 00:17:15.980 ⇒ 00:17:20.859 YvetteRuiz: meeting with the key players, some Csr. And then the other leadership, as well.
149 00:17:21.759 ⇒ 00:17:24.489 Amber Lin: Sounds good, and
150 00:17:25.339 ⇒ 00:17:37.539 Amber Lin: that’s the main thing that I wanted to talk with. You guys with. With the other parts. How about what’s gone. What’s how’s the status with the overflow agents.
151 00:17:37.540 ⇒ 00:17:58.499 YvetteRuiz: So I’m working on that today. My goal was to get them on boarded this week. So I’m working on that along with the leaders. So I’m hoping to have that done by the end of the day today. Amber so then, probably by Thursday, maybe we can factor them in if they’ve already kind of used it, and kind of get some of their feedback as well. So I was trying to get them going as soon.
152 00:17:58.500 ⇒ 00:17:59.120 Amber Lin: So.
153 00:17:59.120 ⇒ 00:18:03.710 YvetteRuiz: Yeah. I was trying to get them as soon as possible. It’s just last week with us being out of town.
154 00:18:03.880 ⇒ 00:18:09.079 Amber Lin: Yeah, I understand. You essentially had 2 days, and you had to play catch up to everything.
155 00:18:09.080 ⇒ 00:18:19.040 YvetteRuiz: Yeah. And then I was gonna try to get caught up this weekend. But I have like Janice, that I have. I. My daughter’s having a baby. We have a lot. We have a lot of things going on so.
156 00:18:19.290 ⇒ 00:18:27.380 Amber Lin: How is is it? Is it gonna happen very recently? Your daughters like, how long is it? I don’t know what it’s called like.
157 00:18:28.235 ⇒ 00:18:29.460 YvetteRuiz: She, you know
158 00:18:29.460 ⇒ 00:18:34.343 YvetteRuiz: she’s already going on her. Yeah, she’s already going on her 9th month already. She’s due next month. Yeah.
159 00:18:34.600 ⇒ 00:18:35.219 Amber Lin: Wow!
160 00:18:35.840 ⇒ 00:18:42.478 YvetteRuiz: Yeah. So she’s right to her. She thinks it’s already coming. I’m like, yeah, probably the baby’s already position. And.
161 00:18:43.043 ⇒ 00:18:45.149 Amber Lin: But you know it probably will take a while.
162 00:18:45.492 ⇒ 00:18:50.028 YvetteRuiz: I know it’s let him continue cooking until he’s ready.
163 00:18:50.460 ⇒ 00:18:51.140 YvetteRuiz: There you go.
164 00:18:51.470 ⇒ 00:18:54.820 Amber Lin: You already know the gender, does she?
165 00:18:56.070 ⇒ 00:18:59.559 Amber Lin: I was like, I thought most people did a gender reveal
166 00:19:00.020 ⇒ 00:19:04.819 Amber Lin: do most people do the gender video while the baby’s still in the stomach, or.
167 00:19:04.820 ⇒ 00:19:20.912 YvetteRuiz: Yes, they do. That’s that’s the common theme today. But with my daughter she’s just very I want. I was just like we’re not. This will never happen. We’ll we’ll have to wait to. The baby happens. So just open up the envelope, please, because we’re never gonna happen. So she did it on Valentine’s day.
168 00:19:21.200 ⇒ 00:19:23.040 Amber Lin: Oh, that’s very sweet.
169 00:19:24.610 ⇒ 00:19:36.890 Amber Lin: Let me know. The reason why I asked is, just if if there’s anything I can help with this would say the messaging or the training materials. Just let me know how can help with the overflow agents.
170 00:19:37.160 ⇒ 00:19:38.349 YvetteRuiz: Will do, will do.
171 00:19:38.350 ⇒ 00:19:38.980 Amber Lin: Yeah.
172 00:19:43.680 ⇒ 00:19:51.900 Amber Lin: yeah, I I sent you guys an email. I think on Friday of what we talked about in the meeting. And
173 00:19:52.360 ⇒ 00:20:00.410 Amber Lin: if we have time this week. We can also look at the different documents we could look at archiving, archiving them.
174 00:20:00.570 ⇒ 00:20:09.389 Amber Lin: Honestly, I can. We can start looking at them. We probably have to do it, me and Denise, where we have to look at each of them one by one.
175 00:20:09.390 ⇒ 00:20:09.890 JanieceGarcia: Hmm.
176 00:20:09.890 ⇒ 00:20:18.330 Amber Lin: And try and make the central dot also look nicer, because when people search for keywords like hopefully, they can understand what’s going on.
177 00:20:19.146 ⇒ 00:20:21.079 Amber Lin: When do you want to do that.
178 00:20:22.430 ⇒ 00:20:26.619 JanieceGarcia: I can definitely set time. So you’re on our.
179 00:20:26.880 ⇒ 00:20:27.470 Amber Lin: Yeah.
180 00:20:27.640 ⇒ 00:20:30.477 JanieceGarcia: Times. Now our time zone. Now.
181 00:20:31.920 ⇒ 00:20:38.629 JanieceGarcia: We can start tomorrow morning during our normal stand up if you want, and you want to extend that.
182 00:20:39.630 ⇒ 00:20:40.420 YvetteRuiz: Can you?
183 00:20:41.550 ⇒ 00:20:42.060 YvetteRuiz: Okay?
184 00:20:45.530 ⇒ 00:20:48.590 Amber Lin: And just checking.
185 00:20:52.420 ⇒ 00:21:01.320 Amber Lin: Yeah, we can get it started tomorrow morning, and then gives us some time to prepare, and then, when we meet in person as well. If you have some time, we can go over it.
186 00:21:01.320 ⇒ 00:21:03.540 Amber Lin: Oh, absolutely. Yeah, definitely.
187 00:21:05.300 ⇒ 00:21:06.620 Amber Lin: Also.
188 00:21:10.290 ⇒ 00:21:14.739 YvetteRuiz: All that information you sent over amber was was super helpful.
189 00:21:14.740 ⇒ 00:21:16.960 Amber Lin: It’s a lot.
190 00:21:17.940 ⇒ 00:21:21.689 Amber Lin: But whenever I send emails I’m just always afraid that it
191 00:21:22.380 ⇒ 00:21:27.589 Amber Lin: it’s too long. And then people just forget entirely what I was talking about.
192 00:21:28.820 ⇒ 00:21:42.399 YvetteRuiz: No, I appreciate the details. I’m a very detailed person, so I appreciate all that. I also hadn’t had a chance. But I know today was pretty busy, but I wanted to start using the trainer bot to start testing that.
193 00:21:43.190 ⇒ 00:21:50.039 Amber Lin: Oh, yeah, if not, we’ll we’ll do a live testing. I’ll test it with Denise
194 00:21:50.450 ⇒ 00:21:52.879 Amber Lin: tomorrow morning. If you guys don’t get time today.
195 00:21:55.840 ⇒ 00:21:58.399 YvetteRuiz: I saw the video, which is pretty straightforward.
196 00:22:00.340 ⇒ 00:22:05.189 Amber Lin: Yeah should be pretty good.
197 00:22:05.834 ⇒ 00:22:20.160 Amber Lin: I’m looking at my email also, to make sure I miss anything, I think, for Tim. He finally got around to looking at the Api credentials, but I think we got blocked again.
198 00:22:20.602 ⇒ 00:22:35.427 Amber Lin: There was some issue with 8 by 8. So hopefully they get back to him soon, and we can get the Api set up, because right now we’re kind of relying on Brian to give that to us every single week, and he gets really busy.
199 00:22:37.340 ⇒ 00:22:54.134 YvetteRuiz: Okay, I could follow up with Tim. I know his schedule is gonna be kind of crazy, too, because we got we just bought a new building in San Antonio, and it’s huge. And he’s gonna be doing all the rewiring. So we’re trying to get. We’re trying to get him going, getting that up and going so we can move.
200 00:22:54.940 ⇒ 00:22:55.560 JanieceGarcia: Okay.
201 00:22:55.930 ⇒ 00:23:02.289 Amber Lin: I see. I saw I had a sneak peek last meeting from Stevens
202 00:23:02.460 ⇒ 00:23:05.779 Amber Lin: background. It looked a lot nicer.
203 00:23:06.290 ⇒ 00:23:10.292 YvetteRuiz: Yeah, it’s lot nicer. Yes.
204 00:23:11.482 ⇒ 00:23:16.709 Amber Lin: Had. So I suppose that’s why Tim is really busy.
205 00:23:18.820 ⇒ 00:23:21.070 YvetteRuiz: Yeah. Tim’s always doing something.
206 00:23:25.620 ⇒ 00:23:26.610 YvetteRuiz: Okay?
207 00:23:26.610 ⇒ 00:23:28.160 Amber Lin: Okay, let’s so what else?
208 00:23:28.160 ⇒ 00:23:29.830 Amber Lin: See if I can?
209 00:23:30.510 ⇒ 00:23:31.270 Amber Lin: Yeah.
210 00:23:32.686 ⇒ 00:23:48.130 Amber Lin: Sorry. My network cracked a little bit. Let’s look. Let’s we have still 10 min. Go look at the dashboard, and then that will give us some insights on what what we want to do and where we’re still lacking.
211 00:24:01.050 ⇒ 00:24:10.570 Amber Lin: Oh, oh, sorry is my network choppy.
212 00:24:17.090 ⇒ 00:24:18.510 YvetteRuiz: Oh, we lost her.
213 00:24:22.160 ⇒ 00:24:25.139 YvetteRuiz: I don’t know if I have the right link for the.
214 00:24:25.310 ⇒ 00:24:26.949 JanieceGarcia: For the dashboard.
215 00:24:27.520 ⇒ 00:24:31.880 YvetteRuiz: Oh, wait! Here it is. Hang on there! I could. Okay, I can navigate this way.
216 00:24:35.490 ⇒ 00:24:37.580 YvetteRuiz: Apis.
217 00:24:39.350 ⇒ 00:24:43.190 YvetteRuiz: I’ll show her, I guess. Next week. I mean this week when I’m there.
218 00:24:55.700 ⇒ 00:24:57.760 JanieceGarcia: Let’s take.
219 00:25:08.710 ⇒ 00:25:10.739 JanieceGarcia: Yeah, we sure did, Lisa.
220 00:25:11.910 ⇒ 00:25:15.662 YvetteRuiz: Wow! Veronica’s on the leaderboard for using the bot.
221 00:25:16.540 ⇒ 00:25:17.650 JanieceGarcia: That’s good.
222 00:25:19.290 ⇒ 00:25:22.000 JanieceGarcia: Jeez, you should already a total of 9 times.
223 00:25:23.980 ⇒ 00:25:27.660 YvetteRuiz: I only have 7, but that’s probably because I’m cutting off at the 14.
224 00:25:28.460 ⇒ 00:25:32.690 JanieceGarcia: Oh, see, I I did the total last 14 days.
225 00:25:38.710 ⇒ 00:25:44.660 JanieceGarcia: I know, and I was looking at some of the errors today.
226 00:25:45.920 ⇒ 00:25:46.819 YvetteRuiz: The what.
227 00:25:46.820 ⇒ 00:25:48.579 JanieceGarcia: I was looking at some of the errors this morning.
228 00:25:49.180 ⇒ 00:25:55.910 JanieceGarcia: I still want to see, and this may be, you know something whenever Amber and I go through the Central Doc on how
229 00:25:56.250 ⇒ 00:25:57.794 JanieceGarcia: to make it
230 00:26:00.000 ⇒ 00:26:12.230 JanieceGarcia: more efficient for the Csrs to search through it. But Andy can’t differentiate between Kim free, and ABC so like, if you ask him a Kim free question, then he stays on Kim free.
231 00:26:12.640 ⇒ 00:26:17.350 JanieceGarcia: and you have to go back in and ask about an ABC question
232 00:26:18.230 ⇒ 00:26:27.850 JanieceGarcia: like same ex example would be, I need a Kim free tech for the 7, 8, 2 2, 3, 3.
233 00:26:28.400 ⇒ 00:26:44.549 JanieceGarcia: It’ll do that, it’ll answer, but then you’ll go in. You’ll ask it another question that won’t even have to do with the technicians, and it’ll answers, oh, I’m sorry I don’t have that on the Kim free like it answers like it’s only stuck on Kim free and not able to go backwards to the ABC.
234 00:26:44.550 ⇒ 00:26:46.890 YvetteRuiz: Oh, that’s interesting. Okay.
235 00:26:47.250 ⇒ 00:26:49.850 JanieceGarcia: And I’m seeing that. Oh, there’s amber.
236 00:26:50.200 ⇒ 00:26:53.330 Amber Lin: Hi, sorry I turned my video off of the
237 00:26:53.610 ⇒ 00:27:00.020 Amber Lin: to help. Words should be better now. Let me see if I can share screen and.
238 00:27:00.520 ⇒ 00:27:01.890 JanieceGarcia: And do it that way.
239 00:27:01.890 ⇒ 00:27:02.510 Amber Lin: Yeah.
240 00:27:03.420 ⇒ 00:27:11.600 JanieceGarcia: Cause. It’s weird. Then it’ll be what ABC technician does a termite check.
241 00:27:12.030 ⇒ 00:27:16.340 JanieceGarcia: And then it’s still it’s will list the Kim free text.
242 00:27:18.080 ⇒ 00:27:24.830 Amber Lin: For, for that is just the the AI agent has memory of the previous text so.
243 00:27:24.830 ⇒ 00:27:25.770 JanieceGarcia: Question, or.
244 00:27:25.770 ⇒ 00:27:31.139 Amber Lin: Yeah. So it only it thinks that we’re still on the same question.
245 00:27:31.930 ⇒ 00:27:33.530 JanieceGarcia: So how do we get it to.
246 00:27:33.530 ⇒ 00:27:34.889 YvetteRuiz: How do we clear it?
247 00:27:34.890 ⇒ 00:27:36.070 JanieceGarcia: Clear. Yeah.
248 00:27:37.290 ⇒ 00:27:43.099 Amber Lin: I would say that we probably should specify when we’re switching back, because
249 00:27:43.360 ⇒ 00:27:53.550 Amber Lin: or we can add a something in the prompt say, unless we specify as Chem 3 assume that it’s ABC.
250 00:27:54.320 ⇒ 00:27:57.759 Amber Lin: I can ask our engineers to figure out how to do that.
251 00:27:58.710 ⇒ 00:28:05.510 YvetteRuiz: Yeah, cause I even think Chat gpt, does it like that, too, like it’ll if you keep asking, it’ll kind of just take from the last question you asked.
252 00:28:08.750 ⇒ 00:28:10.439 JanieceGarcia: Which makes sense.
253 00:28:11.030 ⇒ 00:28:13.890 YvetteRuiz: Cause. It thinks it’s just a continued conversation.
254 00:28:17.220 ⇒ 00:28:22.109 YvetteRuiz: Yeah, but it’s but that’s a good catch. It’s good to know, because not everyone’s familiar with
255 00:28:23.760 ⇒ 00:28:27.159 YvetteRuiz: how it speaks, how the what the thought process is.
256 00:28:27.620 ⇒ 00:28:29.630 Amber Lin: Oh, oh.
257 00:28:30.170 ⇒ 00:28:37.780 Amber Lin: I agree! Let me ask the engineers about it, and then we can see how we can change, how we can change it.
258 00:28:39.710 ⇒ 00:28:56.100 YvetteRuiz: Okay, so amber from here. I know we talked about you would be providing the report. But can we pull it? Cause I think when we agreed last Thursday. You would, because I know Steven wants it. So I mean again I could pull it. We could generate it to be posted. But what was
259 00:28:56.840 ⇒ 00:28:58.340 YvetteRuiz: for the usage?
260 00:28:59.490 ⇒ 00:29:10.210 Amber Lin: Yeah, so right now, this is we. We made some improvements on this dashboard. So the Kpi dashboard. Right now, we have a
261 00:29:10.410 ⇒ 00:29:17.719 Amber Lin: so 3 leaderboards. Essentially so. The number one is how many calls they used with
262 00:29:17.940 ⇒ 00:29:22.360 Amber Lin: the botch and the people that that it didn’t happen with.
263 00:29:22.570 ⇒ 00:29:23.580 Amber Lin: And then we have.
264 00:29:23.580 ⇒ 00:29:35.589 YvetteRuiz: So I think the 3 dashboards. I just wanna make sure that I’m on the same page. So you have the ABC. Csr. Kpis, the ABC. Conversation Log, Metric Dashboard, and the ABC. Brain trust evaluations. Is that correct?
265 00:29:35.590 ⇒ 00:29:39.910 Amber Lin: This one. I think we can ignore it. That’s more for our internal evaluation.
266 00:29:40.560 ⇒ 00:29:42.449 YvetteRuiz: Okay for us. Very technical.
267 00:29:42.897 ⇒ 00:29:47.540 YvetteRuiz: Excuse me. Okay, alright. I’m following now.
268 00:29:47.540 ⇒ 00:30:03.649 Amber Lin: Okay. The 1st one is number of calls they took using the rep using Andy. Next one is the number of feedback that they give, which is also very important. And similarly, this is the 0 feedback
269 00:30:04.250 ⇒ 00:30:05.520 Amber Lin: rankings.
270 00:30:05.900 ⇒ 00:30:09.636 Amber Lin: And lastly, oh, where did it go?
271 00:30:10.290 ⇒ 00:30:15.840 Amber Lin: think there was one also with conversation.
272 00:30:16.240 ⇒ 00:30:16.979 Amber Lin: Okay, I got it.
273 00:30:16.980 ⇒ 00:30:21.029 YvetteRuiz: I was down at the bottom right the way bottom.
274 00:30:21.910 ⇒ 00:30:30.999 Amber Lin: Yeah, I think the other one would be this, wait the usage by username. So the number of conversations that they had.
275 00:30:32.280 ⇒ 00:30:34.849 Amber Lin: And actually, I want.
276 00:30:34.850 ⇒ 00:30:35.780 YvetteRuiz: So what’s.
277 00:30:36.670 ⇒ 00:30:44.280 YvetteRuiz: So what’s the difference between the other Kpi one? This is conversation, input and output, and what you’re showing me over here.
278 00:30:44.500 ⇒ 00:30:59.429 Amber Lin: Yeah, this one is very specifically what happens in the conversation. So right here is the overall count. So what is the number of how many times did this person.
279 00:30:59.800 ⇒ 00:31:00.500 YvetteRuiz: Gotcha. Okay.
280 00:31:00.910 ⇒ 00:31:06.269 Amber Lin: And this is, what did they talk with it about? Right? So this is
281 00:31:06.920 ⇒ 00:31:14.560 Amber Lin: the question that it inputted. This is, then this is the output that Annie gave. This is what we expected.
282 00:31:15.523 ⇒ 00:31:21.809 Amber Lin: And so this gives us more insight into what specifically that conversation is.
283 00:31:22.190 ⇒ 00:31:40.639 Amber Lin: and going back to your earlier question, and how do you pull that right? So right here, la! Last week I was trying to figure this out. Then Annie started on the dashboard, so I was trying to see if we can directly just present it on the dashboard. If you want to pull that, say we can have
284 00:31:42.500 ⇒ 00:31:48.000 Amber Lin: I’ll I’ll make this, and I’ll send it to you guys. But I just want to show what it would look like.
285 00:31:48.210 ⇒ 00:31:49.210 Amber Lin: So yeah.
286 00:31:49.540 ⇒ 00:31:52.189 YvetteRuiz: Right here. You’re creating the dashboard right.
287 00:31:52.763 ⇒ 00:31:53.710 Amber Lin: I’m crazy.
288 00:31:53.710 ⇒ 00:31:54.460 YvetteRuiz: Or the report.
289 00:31:54.720 ⇒ 00:31:56.060 Amber Lin: Yeah. The report.
290 00:31:56.060 ⇒ 00:31:56.889 YvetteRuiz: Okay. Gotcha.
291 00:31:56.890 ⇒ 00:32:00.520 Amber Lin: Actually, we can create a say, we have
292 00:32:00.630 ⇒ 00:32:09.170 Amber Lin: total exchanges right in the past 14 days, and we can say, create a schedule report and can add your email right here, and then you can send.
293 00:32:09.500 ⇒ 00:32:09.970 YvetteRuiz: Okay.
294 00:32:09.970 ⇒ 00:32:18.219 Amber Lin: Daily at what time it would a certain title, and it’ll just send it to send it to you and then send it to Steven
295 00:32:18.740 ⇒ 00:32:20.149 Amber Lin: actually let me just
296 00:32:23.800 ⇒ 00:32:28.339 Amber Lin: Oh, wanted to see.
297 00:32:29.170 ⇒ 00:32:32.680 Amber Lin: I want to test this out. So maybe let’s say.
298 00:32:33.170 ⇒ 00:32:40.070 Amber Lin: let me add, just one more column. I’m gonna start testing this and see if you see if we
299 00:32:41.030 ⇒ 00:32:42.410 Amber Lin: like. Oh.
300 00:32:42.410 ⇒ 00:32:43.130 YvetteRuiz: Hmm.
301 00:32:45.950 ⇒ 00:32:46.690 Amber Lin: Oh.
302 00:32:54.270 ⇒ 00:32:55.080 Amber Lin: home.
303 00:33:02.360 ⇒ 00:33:06.430 Amber Lin: Yeah, I will add your emails here, and then we can see how this looks.
304 00:33:07.330 ⇒ 00:33:07.980 YvetteRuiz: Be okay.
305 00:33:09.070 ⇒ 00:33:15.339 Amber Lin: Okay, I know you guys probably have other meetings after this. Me and Denise will talk tomorrow as well.
306 00:33:17.410 ⇒ 00:33:18.060 YvetteRuiz: Okay.
307 00:33:19.030 ⇒ 00:33:19.710 Amber Lin: Yeah.
308 00:33:20.680 ⇒ 00:33:23.209 YvetteRuiz: Sounds good, Miss Amber.
309 00:33:24.420 ⇒ 00:33:33.170 YvetteRuiz: really quick, real quick question. I’m gonna share my my screen real quick with you. Which one are you looking at. Maybe this one. Yeah.
310 00:33:34.920 ⇒ 00:33:39.649 YvetteRuiz: it’s weird. Oh, cause I’m in zoom. That’s why can you see my screen.
311 00:33:40.660 ⇒ 00:33:41.430 Amber Lin: Yes, ma’am.
312 00:33:41.620 ⇒ 00:33:42.699 JanieceGarcia: Yes, ma’am.
313 00:33:42.700 ⇒ 00:33:48.049 YvetteRuiz: So on this one right here amber up in here is this right here, telling me
314 00:33:49.410 ⇒ 00:33:55.339 YvetteRuiz: the total exchanges for the last 14 days. The average score.
315 00:33:57.230 ⇒ 00:33:57.940 Amber Lin: Yeah.
316 00:33:57.940 ⇒ 00:34:09.020 YvetteRuiz: The thumbs up all that. And then her oh, by the way, that’s telling me that she 5 times when she used Andy there was 5 associations to oh, by the way.
317 00:34:09.190 ⇒ 00:34:09.929 Amber Lin: Yes.
318 00:34:10.219 ⇒ 00:34:11.549 YvetteRuiz: Okay. All right.
319 00:34:11.550 ⇒ 00:34:14.210 Amber Lin: So each row is per each person.
320 00:34:15.210 ⇒ 00:34:18.887 YvetteRuiz: Okay, this is excellent. I like this. I like this format right here.
321 00:34:19.170 ⇒ 00:34:24.670 Amber Lin: And always you can. Similarly, you can click the little export export.
322 00:34:24.670 ⇒ 00:34:26.380 YvetteRuiz: I did, and I don’t know where it went.
323 00:34:26.965 ⇒ 00:34:35.019 Amber Lin: Sorry here. Export right above average execution time. Right above there. There’s an export.
324 00:34:35.260 ⇒ 00:34:36.449 YvetteRuiz: Oh, right here.
325 00:34:36.610 ⇒ 00:34:48.669 Amber Lin: Yeah, if you click that, you can download it as a excel or create a schedule report. And you can just put your email in, and I’ll send it to you. Daily, weekly.
326 00:34:48.679 ⇒ 00:34:51.099 YvetteRuiz: Oh, so that’s what you just did right now.
327 00:34:51.100 ⇒ 00:34:51.900 Amber Lin: Yeah.
328 00:34:51.900 ⇒ 00:34:52.710 YvetteRuiz: Okay. Okay.
329 00:34:52.710 ⇒ 00:34:55.418 Amber Lin: You wanna create the report? That’s
330 00:34:55.989 ⇒ 00:35:05.760 Amber Lin: that works the best for you. You can customize can customize and say what you want to include in this table, or what you don’t want to include.
331 00:35:05.910 ⇒ 00:35:07.330 Amber Lin: And I like this.
332 00:35:07.330 ⇒ 00:35:11.339 Amber Lin: Make that the best report that suits your needs as well.
333 00:35:11.640 ⇒ 00:35:12.330 YvetteRuiz: Okay.
334 00:35:12.800 ⇒ 00:35:15.389 YvetteRuiz: Alright. Well, I’m following now. Got it.
335 00:35:15.940 ⇒ 00:35:16.680 Amber Lin: Awesome.
336 00:35:17.140 ⇒ 00:35:18.460 YvetteRuiz: You got it. Got it? Okay?
337 00:35:18.650 ⇒ 00:35:28.674 YvetteRuiz: Alrighty. Well, I am excited to see you later this week, Miss Amber, and I’ll send over the agenda, and I’ll send over the invites for our overflow agents.
338 00:35:29.020 ⇒ 00:35:29.740 Amber Lin: Okay.
339 00:35:30.090 ⇒ 00:35:31.040 Amber Lin: Sounds good.
340 00:35:31.390 ⇒ 00:35:32.050 YvetteRuiz: Alrighty!
341 00:35:32.050 ⇒ 00:35:32.560 JanieceGarcia: Awesome.
342 00:35:32.560 ⇒ 00:35:33.569 YvetteRuiz: Talk, soon, then.
343 00:35:33.570 ⇒ 00:35:34.660 Amber Lin: Yeah. Talk soon, but.
344 00:35:34.660 ⇒ 00:35:36.000 JanieceGarcia: Bye, y’all have fun.
345 00:35:40.620 ⇒ 00:35:41.660 YvetteRuiz: Bye.