Meeting Title: BF x ABC - Lawn Central Doc Date: 2026-01-23 Meeting participants: PatriciaVela, Casie Aviles, read.ai meeting notes, Mustafa Raja
WEBVTT
1 00:01:54.650 ⇒ 00:01:56.400 Casie Aviles: Hey, Patricia. Good morning.
2 00:01:56.400 ⇒ 00:01:58.389 PatriciaVela: Hey, good morning, how are you?
3 00:01:59.070 ⇒ 00:02:00.969 Casie Aviles: Yeah, doing good. How about you?
4 00:02:01.840 ⇒ 00:02:07.279 PatriciaVela: I’m doing good, a little chilly. Where are you located?
5 00:02:07.800 ⇒ 00:02:10.229 Casie Aviles: Oh, I’m based in the Philippines.
6 00:02:10.419 ⇒ 00:02:16.429 PatriciaVela: Oh, okay. Our weather over here is getting a little chilly, but, but doing good. Doing good.
7 00:02:17.060 ⇒ 00:02:18.030 Casie Aviles: Cool.
8 00:02:18.220 ⇒ 00:02:24.899 Casie Aviles: Yeah, just… I guess I wanted to dive into, like, the questions that you had, so…
9 00:02:25.550 ⇒ 00:02:26.320 PatriciaVela: Yeah, okay.
10 00:02:26.320 ⇒ 00:02:26.830 Casie Aviles: No.
11 00:02:27.290 ⇒ 00:02:35.200 PatriciaVela: So, I’ve been kind of on a daily basis tasking my team to send questions to Andy.
12 00:02:35.430 ⇒ 00:02:36.550 PatriciaVela: And…
13 00:02:37.480 ⇒ 00:02:55.360 PatriciaVela: they are all wording the questions exactly the same, but some get the answers, and some response say, like, we do not have an answer for that. It is being done, like, at the same time, same day, same time.
14 00:02:55.580 ⇒ 00:03:00.879 PatriciaVela: So I’m just really conflicted as to…
15 00:03:02.200 ⇒ 00:03:05.439 PatriciaVela: Why, and then how to fix it.
16 00:03:07.540 ⇒ 00:03:14.939 Casie Aviles: Okay, so this is related to, like, the ones you sent, right, like, in the past week?
17 00:03:15.500 ⇒ 00:03:20.959 PatriciaVela: I did, and then I had, I did it yesterday as well.
18 00:03:21.490 ⇒ 00:03:24.230 PatriciaVela: I don’t know… I can chat…
19 00:03:24.570 ⇒ 00:03:35.279 PatriciaVela: I can chat it to you, like, I can chat you an example for yesterday, because I did it… I did it for yesterday as well, and then,
20 00:03:35.390 ⇒ 00:03:41.230 PatriciaVela: the same thing happened. So, the question to ask was,
21 00:03:41.500 ⇒ 00:03:49.409 PatriciaVela: what are the benefits of being a Premier Long Care customer? And for some of them, it did… it said.
22 00:03:49.600 ⇒ 00:03:59.279 PatriciaVela: it asked, like, please ask for an attribute, but for some of them, even though they asked the exact same question, it gave them the benefits. So…
23 00:04:00.290 ⇒ 00:04:01.230 Casie Aviles: I see.
24 00:04:01.930 ⇒ 00:04:05.059 PatriciaVela: So I’ll send you… I’ll send you this.
25 00:04:08.560 ⇒ 00:04:16.810 PatriciaVela: And then I’ll send you one that… Did give them… the answer.
26 00:04:24.650 ⇒ 00:04:25.330 Casie Aviles: Okay.
27 00:04:27.230 ⇒ 00:04:33.559 Casie Aviles: Okay, I see it, let me just also share briefly.
28 00:04:38.540 ⇒ 00:04:40.120 PatriciaVela: And then…
29 00:04:56.200 ⇒ 00:04:57.930 Casie Aviles: Okay, hold on, let me check…
30 00:04:59.800 ⇒ 00:05:03.789 Casie Aviles: I see, okay, so there are two different responses.
31 00:05:05.350 ⇒ 00:05:07.540 Casie Aviles: Hmm, okay. So…
32 00:05:08.540 ⇒ 00:05:13.569 Casie Aviles: So I… we also took… have taken a look at, you know, the ones that you’ve sent.
33 00:05:14.350 ⇒ 00:05:15.890 Casie Aviles: And there are…
34 00:05:16.480 ⇒ 00:05:25.399 Casie Aviles: Different, and for this case that you are experiencing as well, these are kind of two different… there’s, like, two different reasons why this is happening.
35 00:05:25.570 ⇒ 00:05:30.939 Casie Aviles: And that’s… that’s something that we’ll have to…
36 00:05:31.580 ⇒ 00:05:35.800 Casie Aviles: Look into or address on a system side, like.
37 00:05:36.040 ⇒ 00:05:42.090 Casie Aviles: It’s… so this one that you’re seeing right now, that you just sent, is more of a instruction
38 00:05:42.450 ⇒ 00:05:46.910 Casie Aviles: problem with, Andy, so what we can do here is…
39 00:05:47.370 ⇒ 00:05:51.040 Casie Aviles: We’re going to instruct Andy to…
40 00:05:51.510 ⇒ 00:05:57.550 Casie Aviles: Kind of understand when to ask the attributes follow-up question, or…
41 00:05:58.210 ⇒ 00:06:02.859 Casie Aviles: When it shouldn’t. So the problem is Andy’s getting confused here.
42 00:06:03.210 ⇒ 00:06:06.629 Casie Aviles: So we need to clarify the instructions for him.
43 00:06:07.310 ⇒ 00:06:11.780 Casie Aviles: That’s what we can do here.
44 00:06:11.990 ⇒ 00:06:17.820 Casie Aviles: And for the past ones that you’ve, sent screenshots, for…
45 00:06:19.090 ⇒ 00:06:24.530 Casie Aviles: That is also what we found out… what I found out with Mustafa, actually,
46 00:06:24.830 ⇒ 00:06:29.010 Casie Aviles: Is that we… we were getting, like, Timeouts.
47 00:06:29.530 ⇒ 00:06:32.729 Casie Aviles: When we were, asking those specific questions, so…
48 00:06:34.660 ⇒ 00:06:40.880 Casie Aviles: For example, this one. This one’s, basically, it’s red, and it starts returning these errors, so…
49 00:06:41.460 ⇒ 00:06:43.409 Casie Aviles: That’s something we’ll have to…
50 00:06:43.740 ⇒ 00:06:49.169 Casie Aviles: What we’re doing, actually, at the moment is we are moving away from this system since
51 00:06:51.110 ⇒ 00:06:54.789 Casie Aviles: Yeah, we’re starting to move away into something more robust.
52 00:06:56.050 ⇒ 00:07:00.110 Casie Aviles: We’re actively doing that, and hopefully we can get some,
53 00:07:00.250 ⇒ 00:07:07.969 Casie Aviles: Some updates, the next week, and be able to, like, resolve these kinds of issues, because these are kind of, network timeouts.
54 00:07:08.120 ⇒ 00:07:14.070 Casie Aviles: Which is kind of, outside of just simply, you know.
55 00:07:14.310 ⇒ 00:07:17.420 Casie Aviles: doing hotfixes. It’s more of, like, a system.
56 00:07:17.610 ⇒ 00:07:18.439 Casie Aviles: Issue, so…
57 00:07:19.870 ⇒ 00:07:28.989 Casie Aviles: Yeah, so it’s with the platform that we’re using. That’s why we’re trying to move away from this now, since it’s also kind of… for example, these kinds of
58 00:07:29.210 ⇒ 00:07:35.989 Casie Aviles: Problems are harder to spot for us, because it doesn’t come up as an error, because there’s something being returned.
59 00:07:36.830 ⇒ 00:07:39.780 Casie Aviles: So Andy’s returning something, but…
60 00:07:40.450 ⇒ 00:07:45.959 Casie Aviles: We should, yeah, ideally, we should be… we should know that
61 00:07:46.270 ⇒ 00:07:53.329 Casie Aviles: These things are not ideal, and yeah, that’s where the thumbs-down feedback are very helpful.
62 00:07:53.750 ⇒ 00:07:59.559 Casie Aviles: Yes, so, yeah, that’s what we’ll… I guess those are what we have to…
63 00:08:01.020 ⇒ 00:08:10.019 Casie Aviles: do on our side. So, the quick fix that I can think of is this one in particular, in particular, the one you sent right just today.
64 00:08:10.220 ⇒ 00:08:17.230 Casie Aviles: and also, I guess, Let me see if I can find… Duh.
65 00:08:19.310 ⇒ 00:08:21.360 Casie Aviles: benefits,
66 00:08:26.420 ⇒ 00:08:28.060 Casie Aviles: monthly application.
67 00:08:29.840 ⇒ 00:08:34.640 PatriciaVela: If you type in, like, Long Care Premier.
68 00:08:35.380 ⇒ 00:08:36.500 PatriciaVela: Maybe.
69 00:08:39.919 ⇒ 00:08:40.919 Casie Aviles: Premiere.
70 00:08:41.500 ⇒ 00:08:51.909 PatriciaVela: And I’m wondering, too, it’s like, we have… when we transfer to the central docs, we have a lot of presentations, which is how we did our training.
71 00:08:52.180 ⇒ 00:08:57.010 PatriciaVela: So, I’m wondering if I should be… if I should be redoing…
72 00:08:57.210 ⇒ 00:09:01.939 PatriciaVela: The central docs, to where, instead of more presentations, it’s just…
73 00:09:02.680 ⇒ 00:09:05.689 PatriciaVela: wording, I don’t know if that’s also confusing it.
74 00:09:08.210 ⇒ 00:09:13.020 Casie Aviles: Oh, what do you mean by presentation? Sorry. Is it these ones?
75 00:09:13.020 ⇒ 00:09:13.570 PatriciaVela: Yes.
76 00:09:13.910 ⇒ 00:09:16.760 PatriciaVela: Yeah, so it’s more of a, you know, we…
77 00:09:17.050 ⇒ 00:09:24.790 PatriciaVela: instead of a doc… a Word doc, we would do, like, visual presentations of what things need to be done, or procedures.
78 00:09:24.790 ⇒ 00:09:25.380 Casie Aviles: Okay.
79 00:09:26.160 ⇒ 00:09:28.710 PatriciaVela: Because…
80 00:09:29.120 ⇒ 00:09:37.989 PatriciaVela: So, if I can share something with you, too, the thing I’m struggling with is, I’m gonna share my screen, if that’s okay.
81 00:09:38.430 ⇒ 00:09:39.210 Casie Aviles: Okay.
82 00:09:39.210 ⇒ 00:09:39.890 PatriciaVela: Okay.
83 00:09:43.330 ⇒ 00:09:46.999 PatriciaVela: I’ll give you one second… Here we go.
84 00:09:50.680 ⇒ 00:09:57.650 PatriciaVela: So, if you see here, this is kind of what we utilized before, Andy, right? Are you able to see my screen?
85 00:09:57.650 ⇒ 00:09:58.150 Casie Aviles: Yes.
86 00:09:58.150 ⇒ 00:10:01.579 PatriciaVela: Okay. Yep. And I think what I’m struggling with is…
87 00:10:01.770 ⇒ 00:10:13.890 PatriciaVela: We have special instructions here as to, like, certain things that the technicians can do and cannot do, and it doesn’t… this doesn’t seem to be picked up.
88 00:10:14.060 ⇒ 00:10:19.620 PatriciaVela: So when it was transferred over to the central docs, I don’t know how it was transferred over, but I…
89 00:10:19.740 ⇒ 00:10:23.559 PatriciaVela: It’s hard for me to find it in the Central Docs, like, I can’t find it.
90 00:10:23.750 ⇒ 00:10:31.210 PatriciaVela: And then also, you know, we have our technicians that change SIP codes, so…
91 00:10:31.580 ⇒ 00:10:36.290 PatriciaVela: Some of them will, because we have special services during, like, seasonal.
92 00:10:36.410 ⇒ 00:10:54.509 PatriciaVela: So, for example, the same technicians that go out in January might not be the same texts that go out to those areas in February, but right now, on the 23rd, sometimes we’re scheduling work for February, right? And so, I’m struggling how to tell Andy
93 00:10:54.920 ⇒ 00:10:57.369 PatriciaVela: To allow my agents to know
94 00:10:58.050 ⇒ 00:11:06.339 PatriciaVela: the zip codes are for January and for this technician, but if you’re scheduling in February, it’s for this technician.
95 00:11:07.120 ⇒ 00:11:08.050 PatriciaVela: Typically…
96 00:11:08.050 ⇒ 00:11:08.849 Casie Aviles: Yeah, I think.
97 00:11:08.850 ⇒ 00:11:09.980 PatriciaVela: I just send…
98 00:11:10.160 ⇒ 00:11:16.359 PatriciaVela: on the chat, I’ll send something to Amber, like, hey, we’ve updated zip codes for February, but I believe
99 00:11:16.910 ⇒ 00:11:23.230 PatriciaVela: it’s not updated until February. I don’t really know how it works, so I’m just trying to figure out what I can do.
100 00:11:23.490 ⇒ 00:11:24.890 PatriciaVela: On my end.
101 00:11:26.480 ⇒ 00:11:35.270 Casie Aviles: Okay, let’s see… so, because this seems to be, like, a zip code issue, and it’s…
102 00:11:35.410 ⇒ 00:11:43.479 Casie Aviles: That, we’ve built, like, this tool to allow the Jenny’s in particular, to update the
103 00:11:43.760 ⇒ 00:11:51.599 Casie Aviles: zip code, database, because that’s where Andy is currently, getting… the data from…
104 00:11:51.860 ⇒ 00:11:57.189 Casie Aviles: And it’s… it’s very… so Andy’s reliant on having the most updated
105 00:11:57.550 ⇒ 00:12:06.230 Casie Aviles: data. So, we’re not, like, automatically getting all of the… the… Data from the sheets.
106 00:12:06.820 ⇒ 00:12:13.889 Casie Aviles: They have to be loaded into the database, and that used to be a very manual process.
107 00:12:15.540 ⇒ 00:12:23.000 Casie Aviles: And that’s one of, like, the tools that we’ve built in order to help, you know, streamline the process of keeping… making sure that it’s updated.
108 00:12:24.050 ⇒ 00:12:30.840 Casie Aviles: I guess the challenge is just that there are many spreadsheets, not just for lawn.
109 00:12:30.980 ⇒ 00:12:31.480 PatriciaVela: Yeah.
110 00:12:32.930 ⇒ 00:12:45.429 Casie Aviles: And it’s kind of harder to keep track of when it needs to be updated, but now that you’ve mentioned that it’s, like, monthly, right, it changes every month.
111 00:12:45.830 ⇒ 00:12:46.330 PatriciaVela: Yeah.
112 00:12:46.330 ⇒ 00:12:46.920 Casie Aviles: X.
113 00:12:47.080 ⇒ 00:12:56.339 PatriciaVela: For the most part, yes. There might be some months when things remain the same, but because we do so many seasonal services, we do have to hop around so much.
114 00:12:58.370 ⇒ 00:12:59.110 Casie Aviles: Okay.
115 00:12:59.440 ⇒ 00:13:03.999 Casie Aviles: I see. Hmm, I think…
116 00:13:04.350 ⇒ 00:13:14.130 Casie Aviles: Yeah, well, the only, like… well, the solution that I’m thinking of right now is to do a… I think we can keep it that way for now,
117 00:13:14.380 ⇒ 00:13:21.160 Casie Aviles: And just make sure that it’s, we’ve added, like, new monthly,
118 00:13:21.560 ⇒ 00:13:23.670 Casie Aviles: Like, you know, we’ve updated the sheet.
119 00:13:24.040 ⇒ 00:13:29.180 Casie Aviles: But eventually, we want to start, like, using the tool that we have.
120 00:13:29.730 ⇒ 00:13:33.490 Casie Aviles: So it’s more consolidated, and we can start updating from there.
121 00:13:33.780 ⇒ 00:13:38.409 Casie Aviles: I can briefly show you what it looks like right now, and I think that’s…
122 00:13:39.450 ⇒ 00:13:41.970 Casie Aviles: What’s going to help make sure that
123 00:13:44.650 ⇒ 00:13:47.000 Casie Aviles: the data that Andy is getting is,
124 00:13:47.640 ⇒ 00:13:51.179 Casie Aviles: Updated, because for, for this kind of data.
125 00:13:51.910 ⇒ 00:14:03.450 Casie Aviles: we’re trying not… we’re not using… for zip code data in particular, like assignments, we’re not using the central doc as much. I don’t think that’s the most ideal place.
126 00:14:03.690 ⇒ 00:14:04.020 PatriciaVela: Okay.
127 00:14:04.020 ⇒ 00:14:09.209 Casie Aviles: to add their… That’s why we have the… this kind of database, where…
128 00:14:09.760 ⇒ 00:14:12.339 Casie Aviles: This is what, I’ll actually be…
129 00:14:13.110 ⇒ 00:14:21.150 Casie Aviles: having Janice test out later in order to keep it updated, so I think that that one was for long, and then we can…
130 00:14:21.790 ⇒ 00:14:27.849 Casie Aviles: Start, like, having… Lawn technicians here, and we should be able to update them whenever
131 00:14:28.090 ⇒ 00:14:30.910 Casie Aviles: it needs to be updated, right?
132 00:14:30.910 ⇒ 00:14:31.500 PatriciaVela: Okay.
133 00:14:31.500 ⇒ 00:14:36.329 Casie Aviles: And this is what Andy will be drawing from. So, in terms of the zip code side.
134 00:14:36.680 ⇒ 00:14:38.120 Casie Aviles: This should help.
135 00:14:38.510 ⇒ 00:14:43.009 Casie Aviles: make sure that it’s going to be updated. I think it’s just a matter of knowing
136 00:14:43.650 ⇒ 00:14:47.059 Casie Aviles: You know, when it should be updated.
137 00:14:47.500 ⇒ 00:14:55.209 Casie Aviles: So… Yeah, I think, I think, yeah, that’s, that’s what we can do here.
138 00:14:56.550 ⇒ 00:14:57.240 PatriciaVela: Okay.
139 00:14:57.570 ⇒ 00:15:04.860 PatriciaVela: And then as far as, like, specialty, so, like, the skill sets for the techs,
140 00:15:06.300 ⇒ 00:15:21.479 PatriciaVela: how do you suggest I fix it? Like, I… I was wanting to go in and kind of redo our central dogs, but… Central Docs, I’m sorry, to have it a little bit more organized, because I do feel like it’s… they’re a little bit all over the place,
141 00:15:22.110 ⇒ 00:15:22.820 PatriciaVela: But…
142 00:15:23.520 ⇒ 00:15:25.079 PatriciaVela: Are you saying that…
143 00:15:25.250 ⇒ 00:15:31.030 PatriciaVela: you guys are currently working on changing something with it? Should I, like, hold off, or…
144 00:15:33.440 ⇒ 00:15:38.299 Casie Aviles: Do you mean with the central dock in particular, or did the…
145 00:15:38.300 ⇒ 00:15:38.620 PatriciaVela: Correct.
146 00:15:39.590 ⇒ 00:15:42.360 PatriciaVela: No, just in particular with the central docs.
147 00:15:44.240 ⇒ 00:15:50.610 PatriciaVela: So, in order for me to add, like, special… so, like, a tree crew can’t do…
148 00:15:50.610 ⇒ 00:15:52.800 Casie Aviles: Tree removals, you know.
149 00:15:53.080 ⇒ 00:15:54.090 PatriciaVela: how to…
150 00:15:54.090 ⇒ 00:15:55.230 Casie Aviles: letting…
151 00:15:55.560 ⇒ 00:15:59.609 PatriciaVela: my team know that through the central docs, because right now we have it
152 00:15:59.880 ⇒ 00:16:03.960 PatriciaVela: We have special notes on our guidelines, is what we call them.
153 00:16:04.150 ⇒ 00:16:10.490 PatriciaVela: But, for some reason, it doesn’t recognize it through Andy, so I’m just trying to…
154 00:16:11.800 ⇒ 00:16:13.489 PatriciaVela: See the best way of…
155 00:16:14.860 ⇒ 00:16:20.150 Casie Aviles: I see. Yeah, let, let, hold on.
156 00:16:21.820 ⇒ 00:16:29.050 Casie Aviles: Okay, is that, like… Wait, sorry. I’m gonna go to the lawn commercial guidelines just to make sure.
157 00:16:30.050 ⇒ 00:16:31.169 Casie Aviles: What’s this one?
158 00:16:31.170 ⇒ 00:16:35.980 PatriciaVela: That… that one is for commercial. We are residential, so I don’t know.
159 00:16:35.980 ⇒ 00:16:36.940 Casie Aviles: Oh, my God.
160 00:16:37.530 ⇒ 00:16:39.559 PatriciaVela: The lawn residential…
161 00:16:40.290 ⇒ 00:16:47.120 PatriciaVela: And Lawn Service Guidelines is what we labeled it. I don’t know if you all labeled it something different.
162 00:16:49.960 ⇒ 00:16:55.540 Casie Aviles: Yeah, I’ll check if I have any… if I have the access to that, let me see…
163 00:16:59.290 ⇒ 00:17:00.379 PatriciaVela: There you go, that’s it.
164 00:17:00.890 ⇒ 00:17:01.480 Casie Aviles: Okay.
165 00:17:02.960 ⇒ 00:17:06.109 PatriciaVela: Don’t be scared. It’s… it’s… it’s a lot.
166 00:17:06.880 ⇒ 00:17:11.439 PatriciaVela: So, like, for example, that, if you go back to that irrigation tab.
167 00:17:11.900 ⇒ 00:17:12.260 Casie Aviles: Okay.
168 00:17:12.260 ⇒ 00:17:16.009 PatriciaVela: That you were in. So, if you see the important info.
169 00:17:16.140 ⇒ 00:17:20.269 PatriciaVela: See, we have certain techs that only do backflow, or…
170 00:17:20.400 ⇒ 00:17:24.379 PatriciaVela: Where to schedule the first and last stop.
171 00:17:24.500 ⇒ 00:17:33.810 PatriciaVela: in column C, We put those notes there to let our CSRs know, like, are technicians dispatching from home?
172 00:17:33.940 ⇒ 00:17:40.079 PatriciaVela: So, can put their first stop in South Austin, or San Marcos, or their last stop.
173 00:17:40.430 ⇒ 00:17:41.680 PatriciaVela: But it doesn’t…
174 00:17:41.680 ⇒ 00:17:42.270 Casie Aviles: I listen.
175 00:17:42.270 ⇒ 00:17:44.389 PatriciaVela: Recognize it that way.
176 00:17:44.820 ⇒ 00:17:46.309 PatriciaVela: When we ask it.
177 00:17:47.830 ⇒ 00:17:48.900 Casie Aviles: Oh, okay.
178 00:17:49.680 ⇒ 00:17:52.169 PatriciaVela: I think it’s sort of,
179 00:17:52.330 ⇒ 00:17:57.839 PatriciaVela: Seeing it as that’s their area of work, like, that’s the area that they work in.
180 00:18:00.030 ⇒ 00:18:02.389 Casie Aviles: Oh, okay, okay. Hmm.
181 00:18:02.720 ⇒ 00:18:13.010 Casie Aviles: Because what it looks like right now is this data is associated to, like, a specific tech, right? Yeah.
182 00:18:13.790 ⇒ 00:18:18.460 Casie Aviles: So, in this database, what we have are…
183 00:18:19.190 ⇒ 00:18:24.740 Casie Aviles: We have, like, notes per assignment, and I think that’s… what…
184 00:18:24.900 ⇒ 00:18:32.970 Casie Aviles: We are able to utilize for information like this? Because, for us, the challenge is to
185 00:18:34.020 ⇒ 00:18:40.170 Casie Aviles: Get the data in a more… I guess, normal… normalized, or…
186 00:18:40.410 ⇒ 00:18:49.349 Casie Aviles: In a particular… in a specific structure, because each, like, spreadsheet has Different columns, and different,
187 00:18:50.260 ⇒ 00:18:53.249 Casie Aviles: You know, information that’s attached to them.
188 00:18:53.470 ⇒ 00:18:57.179 Casie Aviles: And… That’s why I think…
189 00:18:57.790 ⇒ 00:19:04.769 Casie Aviles: the most sensible place to add this for now is to… in a specific notes.
190 00:19:06.380 ⇒ 00:19:11.690 Casie Aviles: Do you call this notes column. That’s where we can… Store this.
191 00:19:12.030 ⇒ 00:19:17.109 Casie Aviles: Yeah, information, so… Let me actually see if we can…
192 00:19:18.580 ⇒ 00:19:22.949 Casie Aviles: check any of these. Yeah, for example, this one, right?
193 00:19:23.490 ⇒ 00:19:27.670 Casie Aviles: We’re able to store this kind of data.
194 00:19:27.930 ⇒ 00:19:34.199 Casie Aviles: Make sure that it’s attached to… a specific tech.
195 00:19:34.560 ⇒ 00:19:39.459 Casie Aviles: And so what we will do is, we will just instruct Andy to
196 00:19:40.300 ⇒ 00:19:41.989 Casie Aviles: Take a look at the notes.
197 00:19:44.040 ⇒ 00:19:45.430 PatriciaVela: Oh, okay.
198 00:19:46.910 ⇒ 00:19:52.990 PatriciaVela: So… so how… what is the best way, as I run into them, what is the best way that I can…
199 00:19:53.150 ⇒ 00:19:56.579 PatriciaVela: Do I give you guys that feedback, or do I just… or is…
200 00:19:57.940 ⇒ 00:20:00.730 PatriciaVela: Or is this something that you’re saying you’re currently working on?
201 00:20:02.640 ⇒ 00:20:07.680 Casie Aviles: Yeah, this should be good. This should be working now,
202 00:20:08.590 ⇒ 00:20:13.369 Casie Aviles: And we’re going to be using this tool, and I think Janice will be handling it.
203 00:20:13.600 ⇒ 00:20:13.990 PatriciaVela: Okay.
204 00:20:13.990 ⇒ 00:20:18.840 Casie Aviles: but… Yeah, the idea is if…
205 00:20:19.170 ⇒ 00:20:23.860 Casie Aviles: she could also, like, make sure that these are updated, right?
206 00:20:24.510 ⇒ 00:20:30.129 Casie Aviles: So, it’ll be mostly just updating the technicians in here.
207 00:20:30.690 ⇒ 00:20:37.570 Casie Aviles: And… Yeah, if it… yeah, for example, these ones, we’re adding them here, right? The notes.
208 00:20:40.570 ⇒ 00:20:44.890 Casie Aviles: So, I think what we can do for now is…
209 00:20:45.750 ⇒ 00:20:48.919 Casie Aviles: To just keep it this way, so we can just,
210 00:20:49.560 ⇒ 00:20:56.439 Casie Aviles: add it as notes, right? If it doesn’t fit the columns, because we, if you take a look at how we’ve…
211 00:20:57.070 ⇒ 00:20:59.050 Casie Aviles: Structured each assignment.
212 00:21:01.370 ⇒ 00:21:11.909 Casie Aviles: We’ve done it such that there’s an assignment, a person, a role, service, but here we have, like, different other columns, so it’s not the same with other
213 00:21:14.290 ⇒ 00:21:15.660 Casie Aviles: spreadsheets.
214 00:21:16.980 ⇒ 00:21:25.070 Casie Aviles: So that, that’s, we’re trying to standardize it, and that’s why we have the notes, so, area, so I think…
215 00:21:25.440 ⇒ 00:21:32.199 Casie Aviles: For now, we can just… I’ll copy this, and then move it there.
216 00:21:32.830 ⇒ 00:21:36.699 Casie Aviles: I think that’s… that this should be fine for now.
217 00:21:36.700 ⇒ 00:21:37.340 PatriciaVela: Okay.
218 00:21:38.010 ⇒ 00:21:47.440 Casie Aviles: But I think we’re trying to move away from… I’m not sure yet if that’s what the exact plan
219 00:21:48.810 ⇒ 00:21:54.069 Casie Aviles: Here is what I think… what we… ideally, it would be great if we just have, like, one
220 00:21:54.680 ⇒ 00:21:59.290 Casie Aviles: Place where we could make all these updates, and that’s what this tool is for.
221 00:22:01.160 ⇒ 00:22:05.079 Casie Aviles: So we don’t have, like, multiple spreadsheets.
222 00:22:05.640 ⇒ 00:22:08.870 PatriciaVela: Oh, yeah, no, it would be easier, for sure.
223 00:22:11.380 ⇒ 00:22:19.680 Casie Aviles: I think that’s what we’re trying to move towards in the future, but yeah, I think for now, we can keep it this way so it doesn’t disrupt
224 00:22:19.800 ⇒ 00:22:21.110 Casie Aviles: You guys much.
225 00:22:21.590 ⇒ 00:22:23.929 Casie Aviles: We’re just gonna take note that…
226 00:22:24.940 ⇒ 00:22:30.700 Casie Aviles: Okay, so we need to… we need… for when we add text, we just have to attach these
227 00:22:30.950 ⇒ 00:22:33.739 Casie Aviles: First stops, and then important info.
228 00:22:33.960 ⇒ 00:22:37.109 Casie Aviles: As part of the notes, and then we’re just gonna make sure to instruct.
229 00:22:37.440 ⇒ 00:22:40.730 Casie Aviles: Andy, that… He should look at these…
230 00:22:40.880 ⇒ 00:22:46.219 Casie Aviles: data as well in his notes, so… I think that’s what we can do for the short term.
231 00:22:47.650 ⇒ 00:22:50.980 PatriciaVela: Okay. Okay, that sounds good. Well then,
232 00:22:51.850 ⇒ 00:22:56.180 PatriciaVela: I will then just kind of wait and touch base with
233 00:22:57.290 ⇒ 00:23:01.240 PatriciaVela: with Janiece, to see what that’s looking like.
234 00:23:01.800 ⇒ 00:23:08.030 Casie Aviles: Okay, yeah, I’ll be speaking with her later as well, so I can also raise what we talk about.
235 00:23:09.160 ⇒ 00:23:13.119 Casie Aviles: And what’s, like, the… what she also thinks is the best way to…
236 00:23:13.970 ⇒ 00:23:18.309 Casie Aviles: Handle it, because she’ll be the main user of this, tool here.
237 00:23:19.250 ⇒ 00:23:19.890 PatriciaVela: Okay.
238 00:23:20.010 ⇒ 00:23:21.280 PatriciaVela: That sounds good.
239 00:23:22.630 ⇒ 00:23:23.270 Casie Aviles: Okay.
240 00:23:25.490 ⇒ 00:23:27.750 Casie Aviles: Do you have anything else, for us?
241 00:23:28.560 ⇒ 00:23:42.490 PatriciaVela: No, I think that was it. I was just trying to figure out the discrepancies as to… I wasn’t sure if some agents were getting different answers because they do overflow for other departments, but you clarified that that’s just a system
242 00:23:42.810 ⇒ 00:23:46.070 PatriciaVela: Glitch that you guys are working on, so…
243 00:23:46.360 ⇒ 00:23:47.600 Casie Aviles: Yeah.
244 00:23:47.670 ⇒ 00:23:49.050 PatriciaVela: I’ll just keep…
245 00:23:49.230 ⇒ 00:23:57.459 PatriciaVela: I’ll keep asking them to put in those questions just to see, and then I can keep sending you guys the trends so that you… you’re in… you know.
246 00:23:57.700 ⇒ 00:23:59.839 PatriciaVela: What we’re running into on our end.
247 00:23:59.840 ⇒ 00:24:08.740 Casie Aviles: Yeah, yeah, definitely. That would be most helpful when we’re trying to, you know, investigate the issue. But yeah, right now,
248 00:24:08.990 ⇒ 00:24:15.680 Casie Aviles: We’re trying to move away from this system, and we’ll let you know when we make changes to the back end.
249 00:24:15.730 ⇒ 00:24:19.119 PatriciaVela: And hopefully that should start, you know, resolving this.
250 00:24:19.920 ⇒ 00:24:23.760 Casie Aviles: Discrepancy with, you know, each user.
251 00:24:25.080 ⇒ 00:24:25.790 PatriciaVela: Okay.
252 00:24:25.890 ⇒ 00:24:28.500 PatriciaVela: Alright, well that sounds good to me.
253 00:24:29.190 ⇒ 00:24:29.890 Casie Aviles: Okay.
254 00:24:30.090 ⇒ 00:24:31.200 Casie Aviles: Thank you, thank you.
255 00:24:31.200 ⇒ 00:24:33.110 PatriciaVela: Thank you. Have a good day.
256 00:24:33.830 ⇒ 00:24:35.140 Casie Aviles: You too, bye bye.
257 00:24:35.140 ⇒ 00:24:35.710 PatriciaVela: Bye-bye.