Meeting Title: ABC | Biz KPI Review Date: 2025-09-08 Meeting participants: read.ai meeting notes, YvetteRuiz, Amber Lin
WEBVTT
1 00:02:10.300 ⇒ 00:02:11.469 Amber Lin: Hi there!
2 00:02:11.470 ⇒ 00:02:13.670 YvetteRuiz: Hi, good morning, Amber, how are you?
3 00:02:13.670 ⇒ 00:02:16.389 Amber Lin: Good, let me put on my headphones.
4 00:02:25.200 ⇒ 00:02:26.429 Amber Lin: Does this work?
5 00:02:26.890 ⇒ 00:02:28.360 YvetteRuiz: Yeah, I can hear you, yes.
6 00:02:28.360 ⇒ 00:02:29.240 Amber Lin: Awesome.
7 00:02:29.640 ⇒ 00:02:32.339 Amber Lin: Hello, good morning! Oh, sorry to…
8 00:02:32.340 ⇒ 00:02:33.450 YvetteRuiz: warning!
9 00:02:33.890 ⇒ 00:02:37.890 Amber Lin: I’m at a new place. I just moved this weekend.
10 00:02:38.850 ⇒ 00:02:39.530 YvetteRuiz: Yay!
11 00:02:39.530 ⇒ 00:02:42.880 Amber Lin: Yeah, because my partner found a,
12 00:02:43.080 ⇒ 00:02:53.340 Amber Lin: started a new job at Sony, so we moved next to it. We’re across the street from it, so I have no internet in my apartment, so I’m downstairs.
13 00:02:53.340 ⇒ 00:02:56.120 YvetteRuiz: Oh, my goodness, okay, that’s.
14 00:02:56.120 ⇒ 00:02:56.990 Amber Lin: Cute.
15 00:02:57.230 ⇒ 00:02:58.569 Amber Lin: This is the…
16 00:02:58.570 ⇒ 00:03:00.420 YvetteRuiz: Oh, how nice!
17 00:03:00.420 ⇒ 00:03:02.400 Amber Lin: The meeting room downstairs.
18 00:03:02.880 ⇒ 00:03:07.730 YvetteRuiz: Very cool, very cool, I like that. So, right in the… but same…
19 00:03:08.120 ⇒ 00:03:11.470 YvetteRuiz: Just a different location, not at, like, a different city, state, or.
20 00:03:11.470 ⇒ 00:03:13.670 Amber Lin: Yeah, I’m in Icelo and LA.
21 00:03:13.670 ⇒ 00:03:16.219 YvetteRuiz: And I, okay, alright. Yeah.
22 00:03:16.520 ⇒ 00:03:19.450 YvetteRuiz: All right, well, good for you guys.
23 00:03:19.450 ⇒ 00:03:21.420 Amber Lin: Exciting.
24 00:03:22.090 ⇒ 00:03:29.729 Amber Lin: see anything on the agenda today. Let me pull up the usage, and then…
25 00:03:29.880 ⇒ 00:03:32.490 Amber Lin: Anything that you want to talk about?
26 00:03:33.400 ⇒ 00:03:41.229 YvetteRuiz: Right now, it’s just a lot of the transcripts and the KPIs, is that’s what I’m really.
27 00:03:41.230 ⇒ 00:03:41.760 Amber Lin: Hmm.
28 00:03:41.760 ⇒ 00:03:56.370 YvetteRuiz: want to make sure that we’re making some progress today. I didn’t get to last week, but I need to send an email to Utem and the new person, because I think I mentioned last week in y’all’s meeting that our old rep left. That’s what.
29 00:03:56.370 ⇒ 00:03:56.919 Amber Lin: That’s why he called that.
30 00:03:56.920 ⇒ 00:04:10.020 YvetteRuiz: meeting last week, so anyhow, I gotta… I need to get us all connected so we can start talking a little bit more, but I really, really want to start making progress on being able to read and do deeper dives in the transcripts.
31 00:04:10.820 ⇒ 00:04:15.559 Amber Lin: Totally, and I will check with Ucham on how,
32 00:04:16.040 ⇒ 00:04:26.829 Amber Lin: how our progress is, and we’ll see what we can do soon. And I know they’re talking… I think he’s talking with the Apeeps this week as well.
33 00:04:26.830 ⇒ 00:04:27.530 YvetteRuiz: Yep.
34 00:04:28.110 ⇒ 00:04:47.139 YvetteRuiz: And then just, again, looking at the KPIs, you had shared some data. I think it was regarding Amy or Rosalinda, I can’t remember, kind of their phone, their… their call volume versus their Andy usage.
35 00:04:47.140 ⇒ 00:05:03.359 YvetteRuiz: I probably… I probably should have a report that’s pre-scheduled, just like the usage and the ask questions of maybe some of that data that comes, you know what I mean? Like, can we create a report that shows that? Like, how many phone calls, and then how many Andy usage?
36 00:05:03.600 ⇒ 00:05:04.439 YvetteRuiz: per agent?
37 00:05:04.440 ⇒ 00:05:20.560 Amber Lin: Let me… let me check. I can definitely do how much any usage per agent, how much usage depends on a different dashboard, and I… I’ll check on that. So this is the dashboard where I saw people’s
38 00:05:20.560 ⇒ 00:05:31.650 Amber Lin: usage, right? Because you can see here, This was… Okay.
39 00:05:32.870 ⇒ 00:05:40.840 Amber Lin: Last week… Amy’s taking a lot of calls.
40 00:05:41.110 ⇒ 00:05:48.080 Amber Lin: Rose Linda’s about here… The rest is still taking a bit to load.
41 00:05:54.580 ⇒ 00:06:02.240 Amber Lin: I’ll check the team how to create a schedule report on this, because this is a different format of dashboard.
42 00:06:02.550 ⇒ 00:06:03.980 Amber Lin: And…
43 00:06:03.980 ⇒ 00:06:05.619 YvetteRuiz: If not, it’s no big deal, Amber.
44 00:06:05.620 ⇒ 00:06:06.050 Amber Lin: I mean.
45 00:06:06.050 ⇒ 00:06:07.209 YvetteRuiz: Here and poke at it.
46 00:06:07.210 ⇒ 00:06:15.770 Amber Lin: Okay, and I think right here we can see Rosalinda has 14 assist calls, and Amy has, 6.
47 00:06:15.770 ⇒ 00:06:18.630 YvetteRuiz: Okay, no worries, I can just dive in here.
48 00:06:23.080 ⇒ 00:06:35.850 YvetteRuiz: So it’s transcripts, usage, this week, mechanical should be full-blown in there, navigating, and then home, we’re just… we’re starting to do the testing.
49 00:06:35.860 ⇒ 00:06:40.919 Amber Lin: Yeah. And this week, I think, probably around Wednesday is
50 00:06:41.260 ⇒ 00:06:49.159 Amber Lin: time to start lawn. I’ve already asked them to add it to Andy. Do you think we sh…
51 00:06:49.230 ⇒ 00:07:02.310 Amber Lin: we… I guess I can determine who you want to add today, and then Tuesday I’ll just… tomorrow or Tuesday, or Wednesday, I’ll just message you, and we can roll it out to them, to the initial testers.
52 00:07:02.600 ⇒ 00:07:10.490 YvetteRuiz: Oh, okay, yeah, just let… yeah, if we’re ready to do that, just let me know, and I’ll go ahead and start… I mean, I could already rolled them in if they’re ready already.
53 00:07:10.680 ⇒ 00:07:22.110 Amber Lin: I… let me check. Yeah, last Friday, I asked them to add the new central dock to Andy. Let me just check if it’s ready yet.
54 00:07:28.740 ⇒ 00:07:33.970 Amber Lin: I do think it’s ready. Let me just do a few quick tests.
55 00:07:41.060 ⇒ 00:07:47.139 Amber Lin: Yeah, they added it as of Friday, I’ll just check, but it should be…
56 00:07:47.320 ⇒ 00:07:52.150 Amber Lin: Patricia and Trinity, right, I forgot.
57 00:07:52.150 ⇒ 00:07:55.669 YvetteRuiz: Oh, it’s probably Patricia and Leslie, right now.
58 00:07:55.670 ⇒ 00:08:02.759 Amber Lin: Yeah, just, I think just them to do the initial testing work, but they can determine if they want anyone else to help with the initial testing.
59 00:08:02.760 ⇒ 00:08:06.459 YvetteRuiz: Yeah, I’m gonna suggest that they have other people as well.
60 00:08:07.310 ⇒ 00:08:11.929 YvetteRuiz: Because they may not be as active, proactive doing it versus somebody else that might be.
61 00:08:11.930 ⇒ 00:08:14.259 Amber Lin: That’s true. Okay.
62 00:08:14.260 ⇒ 00:08:15.990 YvetteRuiz: Okay, I’ll follow up with them today.
63 00:08:15.990 ⇒ 00:08:17.769 Amber Lin: Yeah, sounds good.
64 00:08:19.090 ⇒ 00:08:25.049 YvetteRuiz: But other than that, Amber, I don’t… right now, I’m just… I’m a little bit behind on some stuff, so I’m trying to get myself caught up.
65 00:08:25.050 ⇒ 00:08:25.680 Amber Lin: Good.
66 00:08:25.880 ⇒ 00:08:29.449 Amber Lin: Yeah, and we have the people for Wednesday’s session, right?
67 00:08:29.450 ⇒ 00:08:42.870 YvetteRuiz: Yes, for your mechanical… it should be the mechanical people, yeah, because they rolled out last week, so we should be able to start going through them. And I need to go back, and I need to scrub the pest control list to make sure, because I know
68 00:08:42.919 ⇒ 00:08:55.410 YvetteRuiz: we… I know we weren’t… I know not everybody went through the sessions, just about everybody did, but there were some people that we weren’t able to get to, so I need to comb through that to make sure that they get through a session as well.
69 00:08:55.410 ⇒ 00:08:59.520 Amber Lin: I see, okay. I can do that with Janiece, actually.
70 00:08:59.520 ⇒ 00:09:00.130 YvetteRuiz: Okay.
71 00:09:00.360 ⇒ 00:09:07.319 Amber Lin: Yeah, I’ll first make sure that I have the complete list, which I think I do, and then let me.
72 00:09:07.320 ⇒ 00:09:19.050 YvetteRuiz: So, can I ask a question on, so, we have different chats, right? So, we have one that’s… I forgot what it’s called. We have one for home, lawn, mechanical.
73 00:09:20.320 ⇒ 00:09:24.129 YvetteRuiz: I need to make one specifically for pests, and then…
74 00:09:24.440 ⇒ 00:09:28.399 YvetteRuiz: There’s one… is the brain forage one the pest one?
75 00:09:29.710 ⇒ 00:09:31.369 YvetteRuiz: What I’m trying to do is…
76 00:09:31.910 ⇒ 00:09:45.329 YvetteRuiz: I want to try separating, so, like, Shannon is only over pests. She doesn’t need to be over any of the other stuff, or the inspector… inspector sheet. That’s all… Janiece is over everything, right? Gotcha.
77 00:09:45.330 ⇒ 00:09:58.069 Amber Lin: I want to make sure that we have the proper people in the proper chat. I agree. So we can change this to pest, this one. The other ones should just have
78 00:09:58.490 ⇒ 00:10:04.259 Amber Lin: Janiece in there, so Shannon’s not in, say, the mechanical child.
79 00:10:04.260 ⇒ 00:10:04.859 YvetteRuiz: Okay, okay.
80 00:10:04.860 ⇒ 00:10:11.290 Amber Lin: And then if we want a chat between you, me, and Janiece, we can make, we can make that.
81 00:10:11.290 ⇒ 00:10:20.769 YvetteRuiz: Let me just update the name here. Okay, that’d be… that’d be great. I just want to make sure that, everyone is in the right communication channel.
82 00:10:20.770 ⇒ 00:10:23.179 Amber Lin: Totally pest safe.
83 00:10:24.890 ⇒ 00:10:25.970 Amber Lin: Awesome.
84 00:10:26.410 ⇒ 00:10:30.659 Amber Lin: Yeah, that’s good. And a question on this channel.
85 00:10:30.660 ⇒ 00:10:31.170 YvetteRuiz: We won’.
86 00:10:31.170 ⇒ 00:10:33.850 Amber Lin: want, okay, so.
87 00:10:33.850 ⇒ 00:10:37.659 YvetteRuiz: So that feedback loop was just for the pest people.
88 00:10:37.660 ⇒ 00:10:44.830 Amber Lin: Yeah, we can also add more people here, or we can keep it just pests. Let me ask Casey, it’s…
89 00:10:44.830 ⇒ 00:10:45.360 YvetteRuiz: Chef.
90 00:10:45.850 ⇒ 00:10:47.829 Amber Lin: Andy seems to be down.
91 00:11:00.910 ⇒ 00:11:05.030 Amber Lin: Would you like to add another channel for mechanical people?
92 00:11:05.360 ⇒ 00:11:12.650 YvetteRuiz: That’s what I was thinking, like, if we want to do the overall, you know what I mean, like, third group for feedback.
93 00:11:14.410 ⇒ 00:11:20.599 YvetteRuiz: Do we want to do that, or do we want to just add into that original one that I made for pest?
94 00:11:21.030 ⇒ 00:11:21.899 YvetteRuiz: I know, I just…
95 00:11:21.900 ⇒ 00:11:33.810 Amber Lin: I would say, yeah, I would say add it to the original one for PES, because one, our goal is everybody can do Overflow eventually, and two, it’s just so many channels to manage.
96 00:11:33.810 ⇒ 00:11:42.449 Amber Lin: I’m just afraid people are not gonna look at them, especially for us, because we have all the leadership channel and all the feedback channel, that will be too much.
97 00:11:42.450 ⇒ 00:11:53.020 YvetteRuiz: Should we… Should we train them when using that feedback channel to… tag…
98 00:11:53.640 ⇒ 00:12:04.790 YvetteRuiz: like, whoever they’re asking… sharing… asking the question to. So, like, at Brain Forage, or at Amber… I don’t know. I mean, that way it’s easier to kind of…
99 00:12:05.060 ⇒ 00:12:06.650 YvetteRuiz: Search?
100 00:12:06.650 ⇒ 00:12:16.059 Amber Lin: I think at this point, most people’s feedback do come through Andy. We currently now use it mostly to say, oh, we updated this, here’s what happened. Gotcha, okay.
101 00:12:16.620 ⇒ 00:12:18.429 Amber Lin: Go ahead and channel. Yeah.
102 00:12:19.080 ⇒ 00:12:20.270 YvetteRuiz: That works.
103 00:12:22.780 ⇒ 00:12:26.850 Amber Lin: As long as they put feedback through Andy, it shouldn’t confuse the chat too much.
104 00:12:26.850 ⇒ 00:12:28.380 YvetteRuiz: Okay, alright.
105 00:12:28.380 ⇒ 00:12:30.059 Amber Lin: Yeah, easy… the…
106 00:12:30.450 ⇒ 00:12:34.210 YvetteRuiz: easy stuff. Keep it clean and keep it easy.
107 00:12:34.210 ⇒ 00:12:35.080 Amber Lin: Hmm.
108 00:12:36.160 ⇒ 00:12:41.219 Amber Lin: Yeah, sounds good. I don’t have anything else here. I’ll message you if I have anything…
109 00:12:41.220 ⇒ 00:12:41.820 YvetteRuiz: Okay.
110 00:12:41.820 ⇒ 00:12:45.500 Amber Lin: Hopefully you have more time to do your work. I have also a lot to catch up today.
111 00:12:45.500 ⇒ 00:12:57.189 YvetteRuiz: Thank you so much, Amber, I appreciate you. We’ll talk on Thursday, but if anything comes up, I’ll chat you. But I’ll follow up on Lawn, just to make sure that we get… we need to add anybody else.
112 00:12:57.190 ⇒ 00:12:58.600 Amber Lin: Okay, sounds good.
113 00:12:58.600 ⇒ 00:12:59.949 YvetteRuiz: Alright, have a good one!
114 00:12:59.950 ⇒ 00:13:01.309 Amber Lin: You too, bye. Bye.
115 00:13:06.230 ⇒ 00:13:07.050 Amber Lin: Huh?