Meeting Title: ABC | Biz KPI Review Date: 2025-08-11 Meeting participants: YvetteRuiz, read.ai meeting notes, Giselle Agot, Amber Lin
WEBVTT
1 00:04:44.000 ⇒ 00:04:44.690 YvetteRuiz: Alright.
2 00:04:46.020 ⇒ 00:04:47.289 Giselle Agot: Good morning!
3 00:04:47.460 ⇒ 00:04:49.100 YvetteRuiz: Good morning, how are you?
4 00:04:49.480 ⇒ 00:04:51.969 Giselle Agot: Doing great, nice to see you, Yvette.
5 00:04:51.970 ⇒ 00:04:54.899 YvetteRuiz: Nice to see you, nice to meet you, too.
6 00:04:54.900 ⇒ 00:05:13.550 Giselle Agot: Yeah, I’m actually just supporting Amber in this call. I’m just observing. I just joined in last week, so I wanted to observe these calls, so I can see Amber is also hooked up in another meeting, but she will be here soon, so yeah, I just saw you come in, so I just wanted to…
7 00:05:13.550 ⇒ 00:05:15.570 Giselle Agot: out and say hi.
8 00:05:15.570 ⇒ 00:05:23.410 YvetteRuiz: Well, good to… good to meet you and have you join in, and welcome to… how are you… how are you liking it so far?
9 00:05:23.600 ⇒ 00:05:41.340 Giselle Agot: Oh, so far, the people are really great here. I love it here. So, so far, it’s been good. I’ve had a great weekend. I was just so happy I got on board the last week, and yeah, I was able to get along with the team, understand the processes. So, hopefully, when.
10 00:05:41.340 ⇒ 00:05:42.119 YvetteRuiz: I get to food.
11 00:05:42.120 ⇒ 00:05:50.250 Giselle Agot: this type of calls, I also have some understanding on how it goes, how it’s, the process and the agenda go, so yeah.
12 00:05:50.510 ⇒ 00:05:53.169 YvetteRuiz: Okay, okay, well, good, good.
13 00:05:53.320 ⇒ 00:05:56.920 Giselle Agot: So this is, like, a weekly call that you have with Amber, right?
14 00:05:56.920 ⇒ 00:06:02.470 YvetteRuiz: Yes, it’s weekly, it’s every Monday at this time, you know, to do checks. Originally, we…
15 00:06:02.830 ⇒ 00:06:14.850 YvetteRuiz: it was going to be more specific to KPIs, but we, you know, we kind of just also discuss any other open items as well. So… and it’s just more of.
16 00:06:15.510 ⇒ 00:06:28.590 YvetteRuiz: since you guys integrate it with 8x8, our phone system people, now it’s just really trying to get better understanding and keep up with the activity on the dashboard, so for true measurements of
17 00:06:29.190 ⇒ 00:06:35.979 YvetteRuiz: what is… how is Andy real… how is he helping us? How much usage? What’s going on there? So yeah.
18 00:06:36.440 ⇒ 00:06:38.610 YvetteRuiz: All right. It’s nice to have.
19 00:06:39.040 ⇒ 00:06:44.650 Giselle Agot: meet you and get to know you in this first few minutes of the call. Let me check with Amber.
20 00:06:44.650 ⇒ 00:06:45.960 YvetteRuiz: Okay, no worries!
21 00:06:46.250 ⇒ 00:06:48.580 Giselle Agot: She’s still in the… let me see…
22 00:06:59.220 ⇒ 00:07:01.980 Giselle Agot: So… I just wanted to check where you at.
23 00:07:04.770 ⇒ 00:07:06.100 Giselle Agot: Oh, sorry.
24 00:07:21.780 ⇒ 00:07:25.150 YvetteRuiz: Oh, she just chatted. She said, be there in a sec.
25 00:07:25.770 ⇒ 00:07:31.179 Giselle Agot: Yeah, she’s on another meeting, so I don’t have a meeting before this one, so that’s why I’m….
26 00:07:31.180 ⇒ 00:07:32.640 YvetteRuiz: Gotcha.
27 00:07:32.640 ⇒ 00:07:37.009 Giselle Agot: So I’m on time. So, where are you located, Yvette?
28 00:07:37.290 ⇒ 00:07:40.150 YvetteRuiz: San Antonio. San Antonio, Texas.
29 00:07:40.150 ⇒ 00:07:42.969 Giselle Agot: Yeah, so how’s the weather like there? Like, it’s so….
30 00:07:42.970 ⇒ 00:07:44.570 YvetteRuiz: Hot.
31 00:07:44.910 ⇒ 00:07:52.390 YvetteRuiz: Brutally hot, yeah, so our temps have been over 100, and that’s the expected this today, this week.
32 00:07:52.890 ⇒ 00:07:58.409 YvetteRuiz: But it normally stays pretty… in Texas, weather’s pretty crazy. It normally takes… we don’t really truly have a…
33 00:07:58.840 ⇒ 00:08:03.830 YvetteRuiz: A good, fall, or cool weather. Where are you?
34 00:08:04.290 ⇒ 00:08:06.190 Giselle Agot: Oh, I’m in the Philippines, so…
35 00:08:06.930 ⇒ 00:08:20.940 Giselle Agot: like, hot and warm weather, since I am in a tropical country, so, I’m not… I’m not so sure, like, how you describe your hot, but it’s also hot here, but right now it’s wet season, so it’s raining, like, all day, every day, so….
36 00:08:20.940 ⇒ 00:08:26.780 YvetteRuiz: Gotcha. Yeah, so this is really hot, humid.
37 00:08:27.010 ⇒ 00:08:27.630 Giselle Agot: Yeah.
38 00:08:27.630 ⇒ 00:08:28.600 YvetteRuiz: It’s very….
39 00:08:28.600 ⇒ 00:08:32.399 Giselle Agot: Indoors when the weather is, like, really warm and hot, right?
40 00:08:32.489 ⇒ 00:08:35.719 YvetteRuiz: Yeah, or out in the pool.
41 00:08:35.720 ⇒ 00:08:36.819 Giselle Agot: Hmm, okay.
42 00:08:36.820 ⇒ 00:08:39.390 YvetteRuiz: Yeah, it’s just…
43 00:08:39.559 ⇒ 00:08:59.469 YvetteRuiz: Not a whole lot. I mean, I feel… so our business is our pest control, so we do a lot of, like, our technicians do a lot of outside work, because we got mowers, we got tech… pest control technicians, we have air-conditioned HVAC techs, so, you know, during this time, it gets really hard, because they’re outside.
44 00:08:59.870 ⇒ 00:09:01.459 YvetteRuiz: deal with the heat.
45 00:09:01.460 ⇒ 00:09:04.420 Giselle Agot: Okay, yeah, Amber is here.
46 00:09:04.600 ⇒ 00:09:05.770 Giselle Agot: So….
47 00:09:05.770 ⇒ 00:09:14.010 Amber Lin: I was sorry, I was stuck in the meeting, I was calling a client, and then they just had so many stuff they wanted to say, and I was like, I know I have to go, I have, I have to meet
48 00:09:15.100 ⇒ 00:09:16.689 Amber Lin: So sorry. …
49 00:09:17.680 ⇒ 00:09:24.699 Amber Lin: Did you get a chance to, … okay, sounds good. Yeah, we got a chance to meet.
50 00:09:24.700 ⇒ 00:09:44.349 Amber Lin: and wanted to sit on some of our calls to see, to learn and also give feedback on how they go, and if there’s anything we can improve on. And I think we’ll help… we’ll have Giselle help on the ABC projects, especially now that there’s so much stuff going on. It’ll be helpful if we have some extra hands.
51 00:09:44.350 ⇒ 00:09:45.629 YvetteRuiz: Yeah, for sure.
52 00:09:47.440 ⇒ 00:09:50.590 YvetteRuiz: Alrighty… I’ll try to….
53 00:09:50.590 ⇒ 00:10:00.929 Amber Lin: quick agenda, I’ll… so I wanted to look at the KPI dash, talk about the meetings that needs to be booked, and then…
54 00:10:01.190 ⇒ 00:10:08.049 Amber Lin: talk about how Andy’s getting added to training, and how we can measure any metrics, and anything else.
55 00:10:08.400 ⇒ 00:10:10.039 Amber Lin: Would you like to talk about?
56 00:10:11.300 ⇒ 00:10:11.900 YvetteRuiz: Okay?
57 00:10:12.080 ⇒ 00:10:26.929 YvetteRuiz: Yeah, we were just… I was talking to Giselle that mainly our meetings on Monday were going to be KPI-focused, the dashboard, and then any other open topics that we have. But mainly the dashboard now that y’all are integrated with 8x8.
58 00:10:26.930 ⇒ 00:10:27.380 Amber Lin: Really?
59 00:10:27.380 ⇒ 00:10:30.659 YvetteRuiz: Are you trying to dive into key metrics using Andy?
60 00:10:30.850 ⇒ 00:10:35.429 Amber Lin: Yeah, totally. So, let me pull it up… oh, quick question!
61 00:10:36.040 ⇒ 00:10:39.959 Amber Lin: What’s the report that gets sent to everyone work?
62 00:10:41.190 ⇒ 00:11:01.009 YvetteRuiz: Yes, so I have not heard any kickbacks. I’m actually following up this, today, because I… I told them I would check in every… every week, since everyone’s on a SMART goal for usage, so I was… I had a doctor’s appointment, I just got in right now, so I was gonna go check the report and see what the usage was last week, so I can check in with everybody. But I’ll confirm for sure.
63 00:11:01.010 ⇒ 00:11:16.220 Amber Lin: Okay, yeah, I just want to know if they can access the dashboard. I added them as users, so they should be able to open the dashboard up, no problem, but if there’s any issues, I’ll reach out to the real team. We’re very close with them, so I’ll ask them to fix it if there’s anything.
64 00:11:16.220 ⇒ 00:11:16.950 YvetteRuiz: Okay
65 00:11:17.090 ⇒ 00:11:25.579 YvetteRuiz: Perfect. Yeah, so I… we can look at last week’s numbers. I know we spoke on Thursday, but let’s see what usage looks like.
66 00:11:26.160 ⇒ 00:11:38.650 Amber Lin: So, I’m gonna take… last week, the past 14 days has been significantly better than what we had before. I’m trying to figure out why, and I do think it’s because
67 00:11:38.650 ⇒ 00:11:46.500 Amber Lin: of the lead line agents that they’re using it. Because you can see here, last 14 days, we had 500.
68 00:11:46.500 ⇒ 00:11:52.100 Amber Lin: Which is… 450 more than the two weeks before. So…
69 00:11:52.260 ⇒ 00:12:01.830 Amber Lin: There has been significantly more usage, and let’s take a look at… Oh, here it is. …
70 00:12:02.950 ⇒ 00:12:08.959 Amber Lin: So, this is the usage… pivot that I use.
71 00:12:09.830 ⇒ 00:12:17.729 Amber Lin: So, you can see 77 coming from Lauren. Let me make this a bit so it’s easier to read. And so…
72 00:12:18.380 ⇒ 00:12:33.270 Amber Lin: Brian, Deborah, Rosa, Linda is also… these two people are using it a lot. Janiece is testing it a lot, which is a really great sign. And then we have, some on the PEST team, and then.
73 00:12:33.270 ⇒ 00:12:53.580 YvetteRuiz: Yeah, you got a… you got a mechanical person up there. You got… you got lead line, lead line, pest, pest, lead line, Nicole Williams is lead line, Brandy’s lead line, you got Jenny McCoy, who’s mechanical, April Simmons, pest, Natalie Velasco’s lead line, Chrissy’s lead line, so right there, it’s so telling. I mean, the entire lead line team is…
74 00:12:53.580 ⇒ 00:12:54.940 YvetteRuiz: Way up there.
75 00:12:54.940 ⇒ 00:13:00.159 Amber Lin: Totally. And that determines the priorities I want for this
76 00:13:00.160 ⇒ 00:13:16.320 Amber Lin: next two weeks is to get the inspector sheet set up and make sure it’s error-free for the future. I’ve already, I’ve already made the plan for these two weeks, and the main focus is going to be on the inspector sheet, and then is
77 00:13:16.320 ⇒ 00:13:34.309 Amber Lin: letting… getting Janiece and people… us updating Central on track with the new ticketing system. I want my team to improve how the tickets look so that they have all the details, and I’m gonna add Janice and whoever you want to, to our ticketing system and walk them through how they do it.
78 00:13:34.310 ⇒ 00:13:39.799 YvetteRuiz: Yes, that’s what I wanted to kind of ask you today. Is there any way that I could… I mean, I know Uten did a quick
79 00:13:39.960 ⇒ 00:13:46.539 YvetteRuiz: screen share, but I wanted to… if you can share that, I would like to see how that flow is going to work with the ticketing system.
80 00:13:46.540 ⇒ 00:13:50.250 Amber Lin: Yeah, totally. So I think the main people who need it is gonna be
81 00:13:50.360 ⇒ 00:13:58.079 Amber Lin: has a mechanical right now. Let me quickly share a screen to show you how it works. So…
82 00:13:58.590 ⇒ 00:14:04.710 Amber Lin: Right now, the feedback that Feedback comes in from Andy.
83 00:14:05.050 ⇒ 00:14:12.579 Amber Lin: … So we did a test feedback, and then this goes into…
84 00:14:12.870 ⇒ 00:14:26.430 Amber Lin: what we… we use linear, it’s essentially the same as Evolve’s ticketing system, and so it goes into this status, and it automatically gets created in triage, which here is…
85 00:14:27.040 ⇒ 00:14:33.020 Amber Lin: feedback from… this is a test feedback that we did. Feedback from person.
86 00:14:33.180 ⇒ 00:14:49.049 Amber Lin: what department they’re from, on what date. I requested that we have it in this format, so… Yeah, that’s perfect. Okay, it came in a week ago, we have to respond to this, we cannot let it go on any longer. What I’ve asked the team, though, is I need more detail here.
87 00:14:49.050 ⇒ 00:15:01.059 Amber Lin: I don’t want to go back in and pull up whatever’s, in there. I need to know what the response is. And let me show you…
88 00:15:01.060 ⇒ 00:15:10.850 Amber Lin: here. So, this is the Slack messages that we are getting. So, for instance, we see from Dana, this is…
89 00:15:11.050 ⇒ 00:15:14.009 Amber Lin: … This is the feedback.
90 00:15:14.440 ⇒ 00:15:19.079 Amber Lin: That she gave, and I want to see it here.
91 00:15:19.240 ⇒ 00:15:22.239 Amber Lin: So, that’s what I’ve asked the team, I’m gonna talk about.
92 00:15:22.240 ⇒ 00:15:22.990 YvetteRuiz: Okay.
93 00:15:22.990 ⇒ 00:15:24.309 Amber Lin: a bit later today.
94 00:15:25.130 ⇒ 00:15:34.649 YvetteRuiz: And then, so what your… what the vision is, is that the Brain4H team, and then, of course, whoever our key players are, are going to have access to this.
95 00:15:34.650 ⇒ 00:15:36.570 Amber Lin: Totally. And then….
96 00:15:36.570 ⇒ 00:15:43.049 YvetteRuiz: who… once we know who takes ownership, I mean, I guess that’s gonna be determined based off what’s coming in.
97 00:15:45.150 ⇒ 00:15:59.189 Amber Lin: Yeah, so we should have, every two to three… two to three times per week, we’ll go through this list and say, okay, I’m… who am I going to assign this to?
98 00:15:59.380 ⇒ 00:15:59.990 YvetteRuiz: Okay.
99 00:15:59.990 ⇒ 00:16:17.320 Amber Lin: priority, how long this might take, and… and then, so in order to accept this, I must assign someone to this, so it makes sure… it makes sure that every one of these tickets are assigned, and we…
100 00:16:17.450 ⇒ 00:16:21.070 Amber Lin: We run on cycles, so here are…
101 00:16:21.070 ⇒ 00:16:43.699 Amber Lin: the tickets that we have, and I usually sort this by project or by assignee, so I’ll know, like, okay, Amber needs to do these things, Casey needs to do these things. So we can easily track, okay, Janice, you have these tickets, let’s check on that. Casey, you have these tickets, let’s check on that, so that… that keeps everyone on track, and we know what people are doing.
102 00:16:43.970 ⇒ 00:16:46.009 YvetteRuiz: Perfect. So, …
103 00:16:46.240 ⇒ 00:16:54.450 YvetteRuiz: So, from what I understand, who’s going to be doing the assigning? Is that going to be you, Amber, or the Brain Forge team? So, once you guys go, you’re going to assign it? Is that….
104 00:16:55.340 ⇒ 00:17:00.049 Amber Lin: Yes, it’s gonna be me, and I want also to include Janiece on it, so when.
105 00:17:00.050 ⇒ 00:17:01.080 YvetteRuiz: Okay, okay, okay.
106 00:17:01.080 ⇒ 00:17:06.080 Amber Lin: I want to do that, because some of the rights, it’s probably going to be a joint decision.
107 00:17:06.310 ⇒ 00:17:24.280 YvetteRuiz: Okay, alright, I just want to make sure. So what would be very good when we’re ready to do this, it’d probably be good for me just… for me to go ahead and call in a meeting with, like, the key players, so then that way we can do a quick session with them and make sure that they all understand how the ticketing system’s gonna work. Would that be okay?
108 00:17:24.280 ⇒ 00:17:34.210 Amber Lin: That would be great. So I want them to improve this today, so meeting probably either tomorrow or Wednesday would be ideal.
109 00:17:34.230 ⇒ 00:17:35.130 YvetteRuiz: Okay.
110 00:17:35.860 ⇒ 00:17:42.820 Amber Lin: Yeah, I wanted to meet with Mechanical and Janice on this anyway, so that would be awesome. If you want to include, …
111 00:17:42.940 ⇒ 00:17:48.009 Amber Lin: lawn and home improvements, so they get an idea. That works too.
112 00:17:48.010 ⇒ 00:18:00.579 YvetteRuiz: Yeah, that’s what I was just gonna do, is like, okay, get all the key players, because now we’re all in it, so let’s just bring them in, because that’s what we’re all gonna be, doing anyway, so we’ll just do it all in one shot, so then everybody, if everybody has questions, we all walk out with the same understanding.
113 00:18:00.580 ⇒ 00:18:05.649 Amber Lin: Okay, awesome. Let me make a ticket for myself to add you all to this ticket system.
114 00:18:05.650 ⇒ 00:18:07.180 YvetteRuiz: Okay.
115 00:18:10.570 ⇒ 00:18:14.300 Amber Lin: I’ll start with everyone I have a group chat with.
116 00:18:14.430 ⇒ 00:18:22.230 Amber Lin: And then I’ll let you know who I add. And… do you want to look at the calendar to see when works?
117 00:18:22.700 ⇒ 00:18:23.809 YvetteRuiz: Yep, we can do it right now.
118 00:18:23.810 ⇒ 00:18:26.000 Amber Lin: I know it’s gonna be a lot of back and forth.
119 00:18:27.580 ⇒ 00:18:28.960 YvetteRuiz: What is your… what do you.
120 00:18:28.960 ⇒ 00:18:41.850 Amber Lin: My Tuesdays are pretty open. I have a lot of internal meetings, which I can move around. I just have a fixed one at 10 to 10.30 that I’m not available, otherwise I should be free Tuesday.
121 00:18:44.490 ⇒ 00:18:51.949 YvetteRuiz: Tuesday, which is tomorrow, we can do… are you open in the afternoon at 3?
122 00:18:52.370 ⇒ 00:18:58.189 Amber Lin: Let’s check… 1, 2… Yeah, I think I should be open.
123 00:18:58.220 ⇒ 00:18:59.230 YvetteRuiz: Okay. So….
124 00:18:59.910 ⇒ 00:19:03.960 Amber Lin: 3 to 3.30… Central Time.
125 00:19:04.300 ⇒ 00:19:05.260 YvetteRuiz: Yes, correct.
126 00:19:05.260 ⇒ 00:19:07.300 Amber Lin: Okay, sounds good.
127 00:19:22.820 ⇒ 00:19:25.399 YvetteRuiz: Oh, I have a really bad headache. Oh.
128 00:19:25.650 ⇒ 00:19:26.480 Amber Lin: Oh.
129 00:19:27.180 ⇒ 00:19:30.340 Amber Lin: What were you at the hospital for? Is everything okay?
130 00:19:30.340 ⇒ 00:19:35.629 YvetteRuiz: Yeah, I was just doing a follow-up with my doctor on some tests that I did, so…
131 00:19:36.530 ⇒ 00:19:38.320 YvetteRuiz: Oh, good, thank you.
132 00:19:42.240 ⇒ 00:19:48.450 YvetteRuiz: I just think because I have been… I have an 8, so probably that’s what’s triggering my headache.
133 00:19:57.700 ⇒ 00:19:59.010 YvetteRuiz: Okay…
134 00:20:03.220 ⇒ 00:20:16.019 YvetteRuiz: So that’ll be good, that whole ticketing system. I think once we get everyone on there, and then they understand how that’s gonna work, I think that’s gonna be a very cleaner way to track everything and make sure that we are taking quick action on that.
135 00:20:16.020 ⇒ 00:20:16.810 Amber Lin: Yeah, I agree.
136 00:20:17.090 ⇒ 00:20:27.929 YvetteRuiz: So, the inspector sheet, Amber, that is… what’s timeline on that? What… I know we… most of it was already fixed. I know we had a very small portion that was left.
137 00:20:27.930 ⇒ 00:20:52.720 Amber Lin: Yeah, I checked in with the team last Friday. They said they weren’t most of the feedback that came in. However, I do want to check with them on, okay, is this sheet good? Is it more than just the individual cells that people were asking? Because when we created the sheet based on the original inspector sheet. I was wondering if there’s errors that’s in that process that didn’t match, so that’s something I want to check with the team, but…
138 00:20:52.720 ⇒ 00:20:59.630 Amber Lin: I want to turn it back on first thing, because that’s what’s driving our usage, and to me, that’s…
139 00:20:59.630 ⇒ 00:21:02.540 Amber Lin: That’s, our top priority right now.
140 00:21:02.810 ⇒ 00:21:03.600 YvetteRuiz: Okay.
141 00:21:03.920 ⇒ 00:21:13.799 YvetteRuiz: And, I did, I did share… this is late on Friday… I did share with you and Udom, I believe I put you in there, and the 8x8 webinar.
142 00:21:14.300 ⇒ 00:21:17.509 Amber Lin: Hmm, I don’t think… if it’s late Friday, I don’t think.
143 00:21:17.510 ⇒ 00:21:24.419 YvetteRuiz: Yeah, I took it… I was… I was… I don’t know what I was working on very late, but I shared it with you guys.
144 00:21:24.420 ⇒ 00:21:28.660 Amber Lin: Okay, gotcha, let me… Did some know about that?
145 00:21:30.330 ⇒ 00:21:37.630 Amber Lin: I would also like to meet with Lawn and Home Improvement to help them
146 00:21:37.630 ⇒ 00:21:55.539 Amber Lin: create the central doc. Mostly, I just want to run through all the documents they shared with me. Okay. If they have any special spreadsheets, I want to know if things are duplicate, or how to navigate the spreadsheets. I think Giselle will join me on those, so we can have two people working on it together.
147 00:21:55.540 ⇒ 00:21:56.180 YvetteRuiz: Okay.
148 00:21:56.180 ⇒ 00:21:59.819 Amber Lin: in that meeting, because I know in the email you said you like to be.
149 00:21:59.820 ⇒ 00:22:14.340 YvetteRuiz: Janiece would take priority, but if she can’t join, then I will. I’m just trying to keep Janiece more… more her, because she’s the trainer overall. At the end of the day, I’m putting a lot of responsibility on her to make sure that we’re
150 00:22:14.510 ⇒ 00:22:20.780 YvetteRuiz: Talking the same, we’re all understanding it the same, so having her be part of these meetings is gonna be key.
151 00:22:20.780 ⇒ 00:22:23.220 Amber Lin: Okay, sounds good.
152 00:22:23.220 ⇒ 00:22:23.730 YvetteRuiz: Yeah.
153 00:22:24.070 ⇒ 00:22:29.340 Amber Lin: Can you see her calendar, or should I coordinate with her? Okay, so….
154 00:22:29.340 ⇒ 00:22:30.110 YvetteRuiz: calendar.
155 00:22:30.110 ⇒ 00:22:41.710 Amber Lin: Yeah, so I’m thinking meeting with Janiece, and Lawn should be a lot faster, there’s a lot more documents in home improvement. …
156 00:22:41.920 ⇒ 00:22:43.210 Amber Lin: So…
157 00:22:44.200 ⇒ 00:22:52.390 Amber Lin: Probably we can… if their schedule work, I can… I can do one with Law and Any Media after, I can do one with home improvement.
158 00:22:52.390 ⇒ 00:22:56.590 YvetteRuiz: Okay, I can see all the girls’ calendars, so I’m pulling up Brenda.
159 00:22:57.680 ⇒ 00:22:59.439 YvetteRuiz: Patricia and Janiece.
160 00:23:02.340 ⇒ 00:23:10.240 YvetteRuiz: What is… what would you like to… you wanna… Maybe aim for Wednesday?
161 00:23:10.600 ⇒ 00:23:12.589 Amber Lin: What time? Wednesday?
162 00:23:14.700 ⇒ 00:23:20.399 YvetteRuiz: Let’s see here… well, she has y’all… you guys already have a working session on Wednesdays, right?
163 00:23:27.300 ⇒ 00:23:29.859 YvetteRuiz: She has, you know, again, 9 to 10
164 00:23:29.980 ⇒ 00:23:37.060 YvetteRuiz: I don’t know the differences. So she has 9 to 10 brain forage, and then she has working sessions at 2. Are those two different meetings?
165 00:23:37.060 ⇒ 00:23:40.309 Amber Lin: I think the morning ones is for herself.
166 00:23:40.310 ⇒ 00:23:51.559 YvetteRuiz: Oh, okay, her own project time that she uses, or utilizes, okay. Then Janice is open, got 11 on…
167 00:23:51.860 ⇒ 00:24:00.069 YvetteRuiz: Actually, like, 11… 15 or 11.30 on Wednesday, do you have that available?
168 00:24:00.070 ⇒ 00:24:07.280 Amber Lin: 11… let’s see… 1, 2… I’m just counting the time. Yeah, I think 11.30 works for me on Wednesdays.
169 00:24:07.280 ⇒ 00:24:15.479 YvetteRuiz: Okay. Yeah, if you want to shoot her the invite, she’s open, and then we can get Brenda, and then right after, we can do Patricia.
170 00:24:15.900 ⇒ 00:24:17.670 Amber Lin: Did they both open at that time?
171 00:24:18.950 ⇒ 00:24:26.810 Amber Lin: Okay, sounds good, so I will… invite Janice?
172 00:24:27.280 ⇒ 00:24:38.780 Amber Lin: Lawn… Working session… Okay, I will go invite them soon.
173 00:24:44.130 ⇒ 00:24:51.320 Amber Lin: And it’s good that we get to meet them on Tuesday, because then I can onboard them in the ticketing system earlier.
174 00:24:52.200 ⇒ 00:24:56.670 Amber Lin: Okay, sounds good. I’ll send those invites later. I love it.
175 00:24:56.920 ⇒ 00:25:04.569 YvetteRuiz: And are you gonna send the… well, I’m gonna… I’m gonna make everyone aware, and then I’ll chat you, because for Tuesday, you’re gonna send the invite?
176 00:25:05.630 ⇒ 00:25:08.599 Amber Lin: Oh, are you sending the invite for Tuesday, or am I doing it?
177 00:25:08.600 ⇒ 00:25:19.239 YvetteRuiz: That’s what I was gonna… I was just confirming. I was gonna give everybody the heads up, and then I’ll let you… I’ll just chat you, if okay, and then you can just send the invoice… I mean, the invite, please.
178 00:25:20.540 ⇒ 00:25:21.480 YvetteRuiz: Okay.
179 00:25:26.780 ⇒ 00:25:28.919 YvetteRuiz: I’m just making myself a note. Cool.
180 00:25:33.730 ⇒ 00:25:34.710 YvetteRuiz: Alrighty.
181 00:25:35.480 ⇒ 00:25:48.000 Amber Lin: Yeah, and I will make this so that anyone can add new people, because I know some of the departments, they might want, other people to join as well, but we’ll invite you, Janice…
182 00:25:48.710 ⇒ 00:25:56.300 Amber Lin: Friend… Tara… should I invite Shannon as well?
183 00:25:57.570 ⇒ 00:25:58.600 YvetteRuiz: Yeah.
184 00:25:59.400 ⇒ 00:26:00.640 Amber Lin: Shannon…
185 00:26:14.190 ⇒ 00:26:14.940 Amber Lin: Nope.
186 00:26:16.590 ⇒ 00:26:17.740 Amber Lin: That’s good.
187 00:26:38.070 ⇒ 00:26:41.760 Amber Lin: Alright, let me check my agenda.
188 00:26:42.250 ⇒ 00:26:46.689 Amber Lin: Oh, I had also a question on… I know we’ve…
189 00:26:47.090 ⇒ 00:26:55.439 Amber Lin: got everyone access to the central doc. I do think some people are still using the old documents, …
190 00:26:56.020 ⇒ 00:27:01.070 Amber Lin: Do we plan to migrate them completely to the central dock?
191 00:27:01.710 ⇒ 00:27:14.759 YvetteRuiz: Yeah, do you know which ones they are? Because I know that we… when we originally spoke, we were going to give them… when we rolled out the Central Doc, and I can’t remember what the original rollout day was, we were going to give them a couple of weeks, and then we were going to shut down everything else.
192 00:27:14.760 ⇒ 00:27:33.780 Amber Lin: Yeah, we can send out… maybe we can send out a notice today saying that, hey, we’re gonna give another 2 weeks. I think two weeks is ample time, it’s half a month to say, hey, we are going to shut things down, and in these two weeks, we can make sure, who keeps access to what and where they are.
193 00:27:34.190 ⇒ 00:27:34.900 YvetteRuiz: Okay.
194 00:27:34.900 ⇒ 00:27:36.399 Amber Lin: It’s a good enough time.
195 00:27:36.840 ⇒ 00:27:40.800 YvetteRuiz: Okay, I can… you want me to push out that… I’ll push out that email, letting them know.
196 00:27:40.800 ⇒ 00:27:42.390 Amber Lin: Okay, yeah, sounds good.
197 00:27:42.390 ⇒ 00:27:43.040 YvetteRuiz: Okay.
198 00:27:43.660 ⇒ 00:27:46.789 Amber Lin: I don’t think they read emails from me.
199 00:27:49.620 ⇒ 00:27:51.960 YvetteRuiz: I will put that out there.
200 00:27:52.190 ⇒ 00:27:52.990 Amber Lin: Okay.
201 00:27:56.510 ⇒ 00:28:05.400 YvetteRuiz: two weeks ago, and I think that would definitely … Clean that up.
202 00:28:05.740 ⇒ 00:28:26.979 Amber Lin: Yeah, and we’ve connected with the transcript data, so we have it in our data warehouse, which is where we store all the data. I’m… today, when I meet with the team, because it’s a weekly kickoff, I’m going to ask them to explore the transcript data to see what we can do, and, you know, Utam will also look at the webinar that you sent him.
203 00:28:26.980 ⇒ 00:28:27.480 YvetteRuiz: Okay.
204 00:28:27.480 ⇒ 00:28:35.109 Amber Lin: Thursday, we can talk about, hey, we have this, Ava has this, what can we do, what… where do we want to go?
205 00:28:35.610 ⇒ 00:28:37.180 YvetteRuiz: Okay, perfect.
206 00:28:37.180 ⇒ 00:28:37.840 Amber Lin: Yeah.
207 00:28:39.180 ⇒ 00:28:40.330 Amber Lin: …
208 00:28:56.790 ⇒ 00:28:59.790 Amber Lin: I think that’s…
209 00:29:02.110 ⇒ 00:29:07.509 Amber Lin: I think that’s all of it on my end. I do want to talk about with you
210 00:29:07.960 ⇒ 00:29:22.050 Amber Lin: how we measure Andy’s impact, how Andy is integrated into the training system, because I know you guys started the, the career leveling, and also, I just want to see how we can measure
211 00:29:22.150 ⇒ 00:29:24.310 Amber Lin: Andy’s impact.
212 00:29:24.740 ⇒ 00:29:28.799 Amber Lin: Because I feel like the dashboard right now, it captures…
213 00:29:28.940 ⇒ 00:29:45.360 Amber Lin: the usage. I don’t think it captures business impact. We can’t really see what has happened, except for the fact that people are using Andy more. And that’s something that I’m thinking about, that Utem has asked me also to create.
214 00:29:45.360 ⇒ 00:29:55.859 Amber Lin: a list of potential questions we can discover, and then, I’m gonna work with him and the team to see, okay, what type of analysis can we enable based on the data we have?
215 00:29:57.230 ⇒ 00:30:10.569 YvetteRuiz: Yeah, no, those are all good questions, because I’ll use Rosalinda as the example. I know that she was one that… she was a new hire. She has a lot of usage that was coming from it, and I put you… I put you in the response… I mean, the email that I sent.
216 00:30:10.570 ⇒ 00:30:11.240 Amber Lin: I’m sorry.
217 00:30:11.240 ⇒ 00:30:12.590 YvetteRuiz: You know, and…
218 00:30:12.960 ⇒ 00:30:27.549 YvetteRuiz: it wasn’t that, you know, her uses was more just testing it. I mean, it wasn’t that she was in there asking it, so it wasn’t like she was on the phone using it. She was just using it when she was training with the person. So, I guess…
219 00:30:27.720 ⇒ 00:30:37.019 YvetteRuiz: what we’re trying to do is, okay, how much quicker can we get them? Because normally, remember, our… I don’t know if you remember, our training is about 7 weeks.
220 00:30:37.150 ⇒ 00:30:55.429 YvetteRuiz: You know what I mean? And we’re, you know, when we talked about this in the beginning, we were thinking, okay, how much quicker can we get someone on the phone? You know, being able to have an Andy, knowing that they can ask the questions. So I think that’s going to be the real tester right there, is, okay.
221 00:30:55.570 ⇒ 00:30:58.899 YvetteRuiz: how does that happen, right? And so…
222 00:31:00.220 ⇒ 00:31:08.310 YvetteRuiz: for me, I would think, like, we would be able to give them basic training, right? They come in, they gotta learn how to operate, evolve the system.
223 00:31:08.520 ⇒ 00:31:28.349 YvetteRuiz: I mean, 8x8, the QA, how to answer the phone calls and do that. But then, when it… when they start… and that’s typically in the first week, right? But then when they start trade training, that means I gotta know all my… all the ins and outs of my division. So, like, in pest, for instance, I gotta know all the questions, how to schedule, how to do all that.
224 00:31:28.790 ⇒ 00:31:47.109 YvetteRuiz: I think from there, that first week would probably be introduction to Andy, and how to use him, what questions to ask. But then, I feel like if we were… since we do, we have already the training, you know what I mean? Like, week one, I mean, day two, I’m gonna learn all about pests, like, what do I do in pests?
225 00:31:47.150 ⇒ 00:32:01.439 YvetteRuiz: I feel like Andy would probably start playing a factor in there, them making sure that they ask the questions that we would typically go through training. Does that make… does that make sense? And then, I mean, they would just do that that first week.
226 00:32:01.560 ⇒ 00:32:17.770 YvetteRuiz: asking all the questions for bed bug, termites, how do I schedule, all of those things that they have to learn, and then week three, and I’m being very ambitious here, week three, okay, now start getting on the phone slowly, and let’s see if you can start navigating. I’m just… that’s kind of just maybe…
227 00:32:18.090 ⇒ 00:32:29.480 YvetteRuiz: my thought process, and I think that’s when we can really start really looking into seeing, okay, how effective is Andy? You know what I mean? Are we shaving off the onboarding time? …
228 00:32:30.310 ⇒ 00:32:48.420 YvetteRuiz: because we did that very intense training with Andy, really going through and asking the questions, did it give the answers, did it provide, was it easy enough for them to navigate, and then get them on the phones and see if they were able to start using it that quickly. And maybe 3 weeks is too soon. Maybe it’s 4, but I’m just… I think…
229 00:32:48.650 ⇒ 00:32:51.570 YvetteRuiz: I don’t know. What are your thoughts on that?
230 00:32:52.660 ⇒ 00:33:05.439 Amber Lin: Yeah, I was listening to that. That’s what I imagined as well. So, when… so I think on our end, what we can help with is trainings on how to use ANDI.
231 00:33:05.500 ⇒ 00:33:23.989 Amber Lin: And then we want to simulate the training environment to see, okay, what can we improve on? Is Andy giving what’s provided in the central dock? If not, is the central doc have sufficient enough training? And…
232 00:33:24.190 ⇒ 00:33:35.200 Amber Lin: like, I want to note-take all the key areas that enable someone to get on the phone and focus on the most important parts.
233 00:33:35.200 ⇒ 00:33:35.910 YvetteRuiz: Yes.
234 00:33:35.910 ⇒ 00:33:37.759 Amber Lin: long time, but I… Right.
235 00:33:38.240 ⇒ 00:33:40.439 Amber Lin: Because… I want to talk with you.
236 00:33:40.550 ⇒ 00:33:41.190 Amber Lin: Oh, okay.
237 00:33:41.190 ⇒ 00:33:47.279 YvetteRuiz: Because even, like, on the onboarding, I’m so sorry, Amber, on the onboarding last week when it kicked off.
238 00:33:48.360 ⇒ 00:33:55.330 YvetteRuiz: Shannon and them started training, and they started going off of the… the central dock, and they started from the very top.
239 00:33:56.490 ⇒ 00:34:04.809 YvetteRuiz: But what the… I forgot what the very top of… of Andy has. I forgot what… what the information is. I can’t… I was going to try to pull up the central doc. Can you pull up the central doc real quick?
240 00:34:04.810 ⇒ 00:34:05.790 Amber Lin: Oh, totally.
241 00:34:06.350 ⇒ 00:34:12.290 YvetteRuiz: I just want to kind of give you a picture of the… what… what was experienced.
242 00:34:12.360 ⇒ 00:34:21.269 Amber Lin: Yeah, Shannon also asked me, right before she gave them the training, she was just walking through the sections, like, okay, does this make sense? Does that make sense?
243 00:34:21.570 ⇒ 00:34:30.770 YvetteRuiz: Yeah, so here we go, this training. So, going up here. So, right here, she… they started going off of this right here.
244 00:34:31.469 ⇒ 00:34:50.629 YvetteRuiz: But when… and then this is what I try to tell them, but when you bring someone in, this stuff in the beginning, that’s higher level stuff. That’s something like, okay, they would already… that would be more advanced stuff, so we’ve got to get better at really laying out from, okay, the very basics, okay? When they come in, what do they have to know that’s going to connect with them?
245 00:34:51.969 ⇒ 00:34:53.119 Amber Lin: What would that be?
246 00:34:53.880 ⇒ 00:35:02.919 YvetteRuiz: And that’s going to be in the trade-specific, you know, going in there and talking… so sorry, I’m going to pull up the training calendar really quick.
247 00:35:03.200 ⇒ 00:35:03.650 Amber Lin: Okay.
248 00:35:03.650 ⇒ 00:35:18.870 YvetteRuiz: And I think once we lay that out for you, Amber, so then that way you guys can see, then I think that’s where you guys can help connect the dots and say, okay, yeah, if we put these training videos together, if we emphasize in this right here, we feel very confident that this is going to get them ramped up.
249 00:35:18.870 ⇒ 00:35:32.859 Amber Lin: Yeah, totally. I can work with you guys to see what type of training log we can create, because I know this is new for Janice and new for Shannon. It will take them some time to know what works best, and I think I can help.
250 00:35:32.860 ⇒ 00:35:51.999 YvetteRuiz: Yeah, and really, for the training piece, this aspect right here, that is going to be really good for you engineice to work on, and I say that because she… her being the overall trainer, she should be the one that’s going to be able to kind of, okay, this is what… this is phase one, this is phase two, this is phase three, and then you got… you can work with her to put that whole
251 00:35:52.000 ⇒ 00:35:55.289 YvetteRuiz: plan together, because she does…
252 00:35:55.290 ⇒ 00:36:14.810 YvetteRuiz: when we hire someone, Janiece does basic training. She meets with all… every new hire, and she trains with them to learn the very fundamentals. What about ABC? You know what I mean? How do you use Evolve? How do you… how do you use 8Byte? And so… and then from there, she… she… we could… she could build the foundation of it, and then start adding to it.
253 00:36:14.810 ⇒ 00:36:20.270 Amber Lin: Yeah, and I honestly, I want those to be in the central dock as well, of, ….
254 00:36:20.270 ⇒ 00:36:21.150 YvetteRuiz: That would be very.
255 00:36:21.150 ⇒ 00:36:21.840 Amber Lin: What is….
256 00:36:21.840 ⇒ 00:36:22.550 YvetteRuiz: Cool.
257 00:36:22.550 ⇒ 00:36:25.449 Amber Lin: Yeah, so to have a central dog…
258 00:36:25.450 ⇒ 00:36:49.030 Amber Lin: like… I wanted… since it is the source of their training, it should be structured like their training, so that from day one, they know the structure of the central dock, and they know where to go. So, it should start from, okay, what is ABC? And then it should go, here are the main tools, and how do you use these main tools? And then, okay, this is the division you’re responsible for.
259 00:36:49.030 ⇒ 00:37:08.399 Amber Lin: what does it even mean? And then we go into specific processes of, okay, you use this tool, and for this service, and this is how you schedule it. And I think to have that structure, will help you to learn the, learn how to navigate the central dog as well.
260 00:37:08.400 ⇒ 00:37:14.179 YvetteRuiz: And I agree with you 100% on that, Amber. So, right here…
261 00:37:19.170 ⇒ 00:37:25.490 YvetteRuiz: So, this is pretty much… The training calendar right here, I’m sorry.
262 00:37:25.490 ⇒ 00:37:26.070 Amber Lin: Boom.
263 00:37:30.510 ⇒ 00:37:55.460 YvetteRuiz: But this… this picture that I’m giving you right here, this is just for overflow people, so you guys, just remember, when we hire a new person, a new hire, they have to know everything from the ground up, right? But when we’re, like, right now, we have career progression, they get to advance to learn another line of business, right? So we don’t have to train them from the beginning, right? We don’t have to train, like, them knowing about ABC, them knowing about Evolve, they already know
264 00:37:55.460 ⇒ 00:37:56.070 YvetteRuiz: all that.
265 00:37:56.070 ⇒ 00:38:01.089 YvetteRuiz: So their training’s gonna be much shorter, because now all they have to do is learn about the trade.
266 00:38:02.120 ⇒ 00:38:17.709 YvetteRuiz: So that’s what today our overflow people are doing. So, when we put the training material together, that’s kind of the vision that we had instilled, is like, okay, when somebody comes over to your department, what exactly do they have to load and train on to be able to handle a phone call?
267 00:38:17.730 ⇒ 00:38:23.079 YvetteRuiz: And that’s what they did over here. So, let’s use pest, for instance.
268 00:38:24.040 ⇒ 00:38:32.070 YvetteRuiz: They’re… it’s a 4-week training for overflow training, and they talk… they talk about pests, rodent, and then termite.
269 00:38:32.070 ⇒ 00:38:49.359 YvetteRuiz: And then Thursday, because it’s 2 days out of the week for 2 hours. And then on Thursday, they learn about mosquito, bed bug, and then the job aids. So, as we’re talking through it, then it would be good, okay, what can Andy do? What should Andy have available to them to learn all about pests?
270 00:38:49.850 ⇒ 00:38:56.030 YvetteRuiz: All about rodent, all about termite, and that’s the scheduling, the service, the service lines, everything.
271 00:38:57.160 ⇒ 00:38:58.280 YvetteRuiz: Does that make sense?
272 00:38:58.280 ⇒ 00:39:01.280 Amber Lin: Yeah, and we have training documents, right?
273 00:39:01.870 ⇒ 00:39:03.450 Amber Lin: For all these? Okay.
274 00:39:03.450 ⇒ 00:39:04.120 YvetteRuiz: Yes.
275 00:39:04.560 ⇒ 00:39:05.350 YvetteRuiz: Yeah.
276 00:39:07.880 ⇒ 00:39:15.520 Amber Lin: … So, I imagine for non-overflow, so just for basic training, it would also be different.
277 00:39:15.800 ⇒ 00:39:35.169 YvetteRuiz: Yes, that’s what I was trying to pull up, but I can’t get access to that. I have to share that with you, so then that way you could see, week one, what Janiece covers, everything from what Janiece covers. And I think, based off of this calendar, we can really scrub it and really go through, okay, what does this mean, and what should it all… what should we all be providing to them, you know.
278 00:39:35.610 ⇒ 00:39:37.649 YvetteRuiz: Through, through training.
279 00:39:37.650 ⇒ 00:39:38.830 Amber Lin: Yeah, totally.
280 00:39:41.950 ⇒ 00:39:46.780 YvetteRuiz: Oops. Okay. Any questions on this? On any other questions on the training stuff?
281 00:39:46.780 ⇒ 00:39:55.129 Amber Lin: No, this makes… this makes sense. I think I’ll have to… this week’s a lot of calls. I’m gonna find a time with Janiece.
282 00:39:55.340 ⇒ 00:39:57.780 YvetteRuiz: Don’t you go over this?
283 00:39:57.780 ⇒ 00:40:11.540 Amber Lin: I’ll probably see if she can send me… where you can send me the documents, and we can go through them, come up with the initial plan, and see how we want to, say, improve the central doc, or improve any of the documentations.
284 00:40:12.620 ⇒ 00:40:16.570 YvetteRuiz: I’m so sorry, I’m trying to stop sharing, and I can’t find it.
285 00:40:16.570 ⇒ 00:40:23.680 Amber Lin: It should be at… you know the hover bar, and there is a red button? I think if you click that, it will say start.
286 00:40:23.680 ⇒ 00:40:26.680 YvetteRuiz: Oh, it’s… okay, no wonder it’s over here on this screen.
287 00:40:26.970 ⇒ 00:40:27.990 YvetteRuiz: Oh my gosh.
288 00:40:28.500 ⇒ 00:40:39.650 YvetteRuiz: Okay, so sorry, yeah. But I think that if we… if that’s step one, then we can really start honing in on the metrics, like, how… how is this helping us onboard our people?
289 00:40:41.570 ⇒ 00:40:42.890 Amber Lin: Yeah, and I think…
290 00:40:43.340 ⇒ 00:40:53.900 Amber Lin: to me, this one, so onboarding training time, and also, most immediately the cancellations is the two metrics I’m thinking about.
291 00:40:55.730 ⇒ 00:40:56.350 YvetteRuiz: Yes.
292 00:40:56.610 ⇒ 00:40:58.470 Amber Lin: Yeah.
293 00:40:59.550 ⇒ 00:41:06.890 Amber Lin: Okay, I noted, this… I will follow up if… if you can send the documents, and then….
294 00:41:06.890 ⇒ 00:41:14.009 YvetteRuiz: cancellation, and then we talked about, and I don’t know, I know AHC can be Somewhat of a….
295 00:41:14.010 ⇒ 00:41:15.010 Amber Lin: you know.
296 00:41:15.840 ⇒ 00:41:33.219 YvetteRuiz: But you… you would think in theory, that it should help you with your average handle time. You know, when I’m on a call, instead of me shuffling through all these documents, I should be able to use Andy, and what is that looking like? And I know we looked at our AHT in the beginning, but it would be very….
297 00:41:33.540 ⇒ 00:41:40.820 Amber Lin: Especially with your new hires and your overflow people, how much time is… how much time is it shaving off of them?
298 00:41:40.820 ⇒ 00:41:47.630 YvetteRuiz: When they’re on a call with the customer, you know what I mean? How more professional did they sound? …
299 00:41:48.630 ⇒ 00:42:06.379 YvetteRuiz: that’s just kind of another measurement. And on this tool that I sent… I mean, off the tool, the webinar that I sent over to Utem, it does talk about all these, like, specific, you know, ways that an AI assistant should help an agent, how much better and how much more supportive it is, when you utilize them.
300 00:42:06.580 ⇒ 00:42:07.410 Amber Lin: Okay.
301 00:42:07.510 ⇒ 00:42:17.750 Amber Lin: I’m just taking a quick look at the dashboard. I know we’re a little bit over time. Do you have, say, 2-3 minutes to take a look at this?
302 00:42:17.960 ⇒ 00:42:18.520 YvetteRuiz: Yep.
303 00:42:18.710 ⇒ 00:42:24.719 Amber Lin: Okay, so I’m looking at… So this is a total calls.
304 00:42:24.830 ⇒ 00:42:25.860 Amber Lin: …
305 00:42:26.030 ⇒ 00:42:39.980 Amber Lin: Average acute, we don’t… that… we don’t affect this one. Average handling time has decreased, by 5%, and… so… and people who has used
306 00:42:40.110 ⇒ 00:42:41.190 Amber Lin: …
307 00:42:41.320 ⇒ 00:42:53.449 Amber Lin: the calls. Rosa Linda has actually used Andy on 7 calls, it seems. Joy is using it on calls. April is using it on calls. So…
308 00:42:53.590 ⇒ 00:43:01.889 Amber Lin: I need to check if the lead line agents are included in this. Let me note that, and I’ll….
309 00:43:01.890 ⇒ 00:43:05.429 YvetteRuiz: I think the pests were the only ones that were, Amber, to be honest.
310 00:43:06.410 ⇒ 00:43:07.270 YvetteRuiz: Nice. I think….
311 00:43:07.640 ⇒ 00:43:11.220 Amber Lin: Oh, so the lead… because the lead line agents are not on calls.
312 00:43:11.680 ⇒ 00:43:14.780 YvetteRuiz: Correct, yeah, they’re They’re moments.
313 00:43:16.730 ⇒ 00:43:28.229 Amber Lin: I was wondering, do you… do you think is there’s a way to measure how fast the lead line agents operate now that they have Andy? Maybe that’s something of, like, numbers of…
314 00:43:28.370 ⇒ 00:43:28.890 Amber Lin: schedule.
315 00:43:28.890 ⇒ 00:43:35.450 YvetteRuiz: Yeah, I can get with their, … I can get with their lead and see what their metrics are.
316 00:43:35.580 ⇒ 00:43:35.960 Amber Lin: Hmm.
317 00:43:35.960 ⇒ 00:43:37.639 YvetteRuiz: And, and share that with you.
318 00:43:44.980 ⇒ 00:43:46.570 Amber Lin: Yeah, and…
319 00:43:51.240 ⇒ 00:43:55.350 Amber Lin: Average handling time… ….
320 00:43:55.350 ⇒ 00:43:58.770 YvetteRuiz: But right here, Amber, like, what you just showed me.
321 00:43:59.920 ⇒ 00:44:03.650 YvetteRuiz: So, they used… Rosalinda used it, right?
322 00:44:03.880 ⇒ 00:44:04.720 Amber Lin: Yes.
323 00:44:04.950 ⇒ 00:44:19.689 YvetteRuiz: how… if I wanted to go in there and… and I guess this is where I was hoping transcripts would help, was like, how would I be able to kind of listen in to… but I don’t know that right now, I just know that she used it on 7 phone calls. What 7 phone calls did she use it on?
324 00:44:20.400 ⇒ 00:44:23.920 Amber Lin: Maybe we can check?
325 00:44:23.920 ⇒ 00:44:39.909 YvetteRuiz: I was hoping, you know, when we get… when we would get integrated with 8x8, that we would be able to tag, you know, some of that to that, because it would be very cool to be able to go in there and say, okay, she used this phone call, it was tied to Andy, here’s the phone call.
326 00:44:39.910 ⇒ 00:44:51.729 Amber Lin: I see. I just checked, because you see the average handling time is 4.3, but also the average handling time is 6 minutes. I was….
327 00:44:51.730 ⇒ 00:44:56.310 YvetteRuiz: That’s… that’s her specifically? When you highlight it, that’s Rosalinda specific? Okay.
328 00:44:56.510 ⇒ 00:44:56.990 Amber Lin: Thank you.
329 00:44:56.990 ⇒ 00:44:58.370 YvetteRuiz: That’s good to know.
330 00:44:58.370 ⇒ 00:45:08.199 Amber Lin: Yeah, if… I think if we know the usual new hire’s average handling time, I think it’s a good way to compare if we have historical metrics.
331 00:45:08.200 ⇒ 00:45:24.110 YvetteRuiz: We do, and that’s all easy stuff that we can get to, because that’s what Brian and David handle. We have every metric here, so being able to see, okay, what’s the average? Because 6 is pretty high, but that’s okay, because she’s a new hire, right? She is a new hire, so…
332 00:45:24.460 ⇒ 00:45:27.430 YvetteRuiz: And so, that would be a good measurement, knowing that
333 00:45:27.570 ⇒ 00:45:35.749 YvetteRuiz: okay, these new hires came in, this was what the average was, what is it now that they’re now trained using Andy?
334 00:45:42.080 ⇒ 00:45:50.849 Amber Lin: Yeah, and then I checked Joy, her handle line is 4.6, which is good. Her April is 5.5.
335 00:45:51.060 ⇒ 00:45:54.730 Amber Lin: Which is a bit more than the previous period.
336 00:45:55.530 ⇒ 00:45:59.210 YvetteRuiz: I’m curious to see what is… go to Mark. I know she’s only used it twice.
337 00:46:05.530 ⇒ 00:46:08.060 Amber Lin: Martha’s really quick. Martha’s at 3.6.
338 00:46:08.060 ⇒ 00:46:10.409 YvetteRuiz: Yeah, and she’s been here, like, 7 years.
339 00:46:11.210 ⇒ 00:46:13.829 YvetteRuiz: So those are kind of, you know….
340 00:46:15.600 ⇒ 00:46:24.529 Amber Lin: Yeah, and I think when you click on these, you can also see the number of calls they took.
341 00:46:24.880 ⇒ 00:46:26.670 YvetteRuiz: Yeah, I was looking at that, that’s so….
342 00:46:26.670 ⇒ 00:46:27.040 Amber Lin: Right.
343 00:46:27.040 ⇒ 00:46:29.379 YvetteRuiz: For Rosalinda, she had $300.
344 00:46:29.380 ⇒ 00:46:33.609 Amber Lin: Joy took 2 times Rosalinda’s amount.
345 00:46:33.620 ⇒ 00:46:43.809 YvetteRuiz: See, and those are all telling… that’s all telling… this is all good information. It’s kind of like, okay, why is… why is Joy taking that much more calls than Rosalinda?
346 00:46:43.840 ⇒ 00:46:59.199 YvetteRuiz: You know what I mean? And how do we get them… because the idea behind it is every agent, and I’m not saying that they should all be the same, everyone’s a little bit different, but if they’re utilizing this tool, they should be getting to those answers fairly quickly, and there should be some kind of…
347 00:46:59.200 ⇒ 00:47:09.129 YvetteRuiz: because, I mean, you think about it, AHT is huge, you know what I mean? That takes a toll on your hiring, because if you have agents that are more, much more efficient, then
348 00:47:09.130 ⇒ 00:47:15.880 YvetteRuiz: you’re not gonna, you know, you’ll be able to handle those amount of phone calls, and I’m just trying to find out, also, where is that gap?
349 00:47:16.550 ⇒ 00:47:30.719 Amber Lin: Yeah, totally. And I… and I’m surprised Joseph’s also quite fast and takes a lot of calls. I think it would be nice if we also have, everyone’s total number of calls and average handling time.
350 00:47:31.230 ⇒ 00:47:31.830 YvetteRuiz: Yeah.
351 00:47:32.060 ⇒ 00:47:32.640 Amber Lin: Yeah.
352 00:47:33.130 ⇒ 00:47:36.289 Amber Lin: Okay, I will have to hop to another meeting.
353 00:47:36.290 ⇒ 00:47:37.409 YvetteRuiz: No worries, no worries.
354 00:47:37.410 ⇒ 00:47:38.140 Amber Lin: lunch?
355 00:47:38.360 ⇒ 00:47:41.659 YvetteRuiz: Well, it was nice to meet you, Giselle. I’m looking forward to working with you.
356 00:47:42.430 ⇒ 00:47:46.720 Giselle Agot: Yeah, nice to meet you and talk to you also, Yvette, so yeah, I look forward to.
357 00:47:47.070 ⇒ 00:47:51.400 YvetteRuiz: Okay, alright, Amber. Well, we will be in touch, ma’am. Thank you so much for your time.
358 00:47:51.400 ⇒ 00:47:52.039 Amber Lin: Talk to you soon.
359 00:47:52.040 ⇒ 00:47:52.359 Giselle Agot: Thank you.
360 00:47:52.360 ⇒ 00:47:53.589 Amber Lin: Alright, bye-bye. Bye!