Meeting Title: ABC | Weekly KPI Review Date: 2026-02-23 Meeting participants: read.ai meeting notes, JanieceGarcia, Amber Lin
WEBVTT
1 00:01:33.090 ⇒ 00:01:34.200 JanieceGarcia: Hi, Amber!
2 00:01:37.450 ⇒ 00:01:38.550 Amber Lin: Hi, Bear!
3 00:01:56.370 ⇒ 00:02:03.499 JanieceGarcia: I guess it’s just gonna be you and I as Yvette. Utom, we’re… Said, nope, not today.
4 00:02:03.500 ⇒ 00:02:08.609 Amber Lin: Yep, I think they’re just very busy. Is Yvette out of the office today?
5 00:02:08.870 ⇒ 00:02:10.720 JanieceGarcia: Yeah, she is. We’re, we’re…
6 00:02:10.729 ⇒ 00:02:11.089 Amber Lin: Huh.
7 00:02:11.090 ⇒ 00:02:13.030 JanieceGarcia: I have reviews going on right now, so…
8 00:02:13.030 ⇒ 00:02:14.080 Amber Lin: Oh!
9 00:02:14.650 ⇒ 00:02:16.579 JanieceGarcia: Yeah. What type of reviews?
10 00:02:16.990 ⇒ 00:02:18.420 JanieceGarcia: Our annual reviews.
11 00:02:18.850 ⇒ 00:02:21.489 Amber Lin: Oh, very cool.
12 00:02:22.180 ⇒ 00:02:25.340 JanieceGarcia: Get to spend extra time with our people.
13 00:02:25.910 ⇒ 00:02:27.840 Amber Lin: That’s so awesome.
14 00:02:29.170 ⇒ 00:02:40.819 Amber Lin: Oh, I wanted to… I wanted to get back to you. The, the usage report has been backfilled, so for last week, we actually have… let me… let me check…
15 00:02:40.990 ⇒ 00:02:48.300 Amber Lin: Last week from Monday… Friday, we have…
16 00:02:48.500 ⇒ 00:02:52.980 Amber Lin: 590 usages, so we’re actually good.
17 00:02:53.180 ⇒ 00:02:58.719 Amber Lin: Last time we saw that it was, like, 200-something, and I was so concerned, but it…
18 00:02:59.070 ⇒ 00:03:01.010 Amber Lin: It’s just not logging anything.
19 00:03:01.810 ⇒ 00:03:02.869 Amber Lin: So we fixed that.
20 00:03:02.870 ⇒ 00:03:04.280 JanieceGarcia: So it just wasn’t logging nothing.
21 00:03:04.280 ⇒ 00:03:08.789 Amber Lin: Yeah, so let me… let me send this to you.
22 00:03:09.110 ⇒ 00:03:12.150 Amber Lin: Our… I’ll follow up.
23 00:03:12.150 ⇒ 00:03:15.869 JanieceGarcia: And is mechanical still the heavy hitter?
24 00:03:15.870 ⇒ 00:03:22.409 Amber Lin: Yep, they’re on the top. Let me, let me check. So, Mechanical has…
25 00:03:22.770 ⇒ 00:03:32.210 Amber Lin: 140, and Pez has 130, so they’re not too far apart. And honestly, lead line’s right after that, lead line’s at 96.
26 00:03:32.480 ⇒ 00:03:37.699 Amber Lin: And then… New sales is… about 80.
27 00:03:38.180 ⇒ 00:03:39.829 JanieceGarcia: Okay.
28 00:03:39.830 ⇒ 00:03:42.000 Amber Lin: I’ll send that to everyone.
29 00:03:42.370 ⇒ 00:03:45.490 JanieceGarcia: Was that a decrease? Was the 590 still a decrease?
30 00:03:46.350 ⇒ 00:03:50.799 Amber Lin: Let me check… No, actually, we’re… we’re 50…
31 00:03:51.020 ⇒ 00:03:56.119 Amber Lin: We’re improved by, 9%, so we’re good.
32 00:04:03.070 ⇒ 00:04:03.700 Amber Lin: Awesome.
33 00:04:03.700 ⇒ 00:04:04.400 JanieceGarcia: Awesome.
34 00:04:07.170 ⇒ 00:04:11.720 Amber Lin: Alright, I’ll send, the usage once we’re done calling.
35 00:04:12.590 ⇒ 00:04:13.180 JanieceGarcia: Okay.
36 00:04:13.430 ⇒ 00:04:14.010 Amber Lin: Great.
37 00:04:14.680 ⇒ 00:04:28.949 Amber Lin: What else you got for me? I wanted to ask you any more updates or tickets that you’ve been looking at on the zip code side? Because we’re doing the QA and validation now, and I wanted to see if there’s specific tickets you want us to look at.
38 00:04:29.900 ⇒ 00:04:36.359 JanieceGarcia: I haven’t looked at them over the weekend, but wow, that’s surprising, there’s only a few in here.
39 00:04:37.430 ⇒ 00:04:41.940 Amber Lin: Yeah, let me check with Casey if the, triage is also backfilled.
40 00:04:43.610 ⇒ 00:04:50.610 JanieceGarcia: Well, because I’ve been going through and doing the triage, So…
41 00:04:51.980 ⇒ 00:05:03.999 JanieceGarcia: Well, here’s another one. Yeah, I mean, it’s still showing, like, that they’re termite, but we had a CSR ask termite technician for 78735, and it lists all of them, and it tells them.
42 00:05:04.000 ⇒ 00:05:13.060 JanieceGarcia: what branch and, their termite text, but it’s not specifying residential or commercial. Like, it’s not giving that, it’s not asking, it’s…
43 00:05:13.700 ⇒ 00:05:16.250 JanieceGarcia: It’s just listing everybody, and that’s…
44 00:05:16.250 ⇒ 00:05:18.589 Amber Lin: Share your screen so I can look at it as well.
45 00:05:30.660 ⇒ 00:05:39.520 Amber Lin: Okay, I can see that now. Could you go to the questions on, Turn my technician…
46 00:05:39.820 ⇒ 00:05:45.560 Amber Lin: Okay, I’m going to check. Now, this is something that I think having,
47 00:05:47.020 ⇒ 00:05:54.999 Amber Lin: the probing questions would be helpful, because let me check if I ask this, and then add residential.
48 00:05:55.540 ⇒ 00:05:58.250 Amber Lin: And what would… happen.
49 00:06:15.760 ⇒ 00:06:22.250 Amber Lin: Okay, so let me send you… Which one is this?
50 00:06:22.540 ⇒ 00:06:27.189 Amber Lin: So, in triage, let me see if I can just put it at the bottom of that ticket.
51 00:06:28.600 ⇒ 00:06:30.450 JanieceGarcia: Yeah, these are still in triage.
52 00:06:30.600 ⇒ 00:06:36.319 Amber Lin: Yeah, so I tested it by adding residential after.
53 00:06:36.560 ⇒ 00:06:40.259 Amber Lin: Are those the right residential inspectors?
54 00:06:41.210 ⇒ 00:06:44.289 Amber Lin: Inspectors, or… Oh, technicians, sorry.
55 00:06:46.020 ⇒ 00:06:46.770 JanieceGarcia: Yep.
56 00:06:47.950 ⇒ 00:07:00.749 Amber Lin: Okay, let me test that for commercial, then. So, I want… what I want to verify is, are we even capable of doing… doing that if we… So does our database recognize that?
57 00:07:00.870 ⇒ 00:07:02.330 JanieceGarcia: So, I’m gonna touch…
58 00:07:02.890 ⇒ 00:07:09.759 JanieceGarcia: That’s what’s crazy, Amber, is because before, I felt like it was dividing it and telling you who’s who.
59 00:07:10.500 ⇒ 00:07:20.870 JanieceGarcia: like, who was residential and who was commercial, and it would put, like, little parentheses where the branches are, and it would tell you if they’re residential or they’re commercial, but now it’s not even doing that. It’s just…
60 00:07:20.870 ⇒ 00:07:30.960 Amber Lin: Yeah, okay, so that should be, that should be a prompting issue. I can… let’s, let’s tag Casey, and let’s say…
61 00:07:31.500 ⇒ 00:07:33.110 Amber Lin: Can we…
62 00:07:38.880 ⇒ 00:07:41.630 Amber Lin: Buys residential.
63 00:07:49.410 ⇒ 00:07:52.990 Amber Lin: And in this list, who would be commercial, would you know that?
64 00:07:53.720 ⇒ 00:08:02.190 JanieceGarcia: I don’t… I have to look at my… I see. Yeah, because in my response, it only said Travis Hall, I just think there’s more than just that.
65 00:08:03.070 ⇒ 00:08:08.150 JanieceGarcia: There might not be for… Not for commercial…
66 00:08:09.070 ⇒ 00:08:11.030 Amber Lin: Oh. Are these all residential?
67 00:08:11.980 ⇒ 00:08:12.870 Amber Lin: A technician.
68 00:08:12.870 ⇒ 00:08:19.190 JanieceGarcia: These are… I need to look at these, because those are… actual, those are… Technician.
69 00:08:19.370 ⇒ 00:08:20.610 JanieceGarcia: Yeah. Bruce Moyes.
70 00:08:20.610 ⇒ 00:08:24.550 Amber Lin: I mean, he is asking for… she is asking for technicians.
71 00:08:24.850 ⇒ 00:08:32.340 Amber Lin: I feel like this is correct, because it has both seed termite, just regular termite and termite maintenance, and there are some for.
72 00:08:32.340 ⇒ 00:08:33.909 JanieceGarcia: I know these guys.
73 00:08:34.049 ⇒ 00:08:36.480 JanieceGarcia: Yeah, and I know these guys for sure.
74 00:08:36.480 ⇒ 00:08:43.680 Amber Lin: Yeah, I can… like, the only guy I got for commercial is Travis.
75 00:08:44.059 ⇒ 00:08:50.929 JanieceGarcia: I know Travis is definitely commercial, because they took him from residential.
76 00:08:50.930 ⇒ 00:08:58.019 Amber Lin: Do the better guys get to go to commercial, or, is that, like, a bad thing? Is it a good or bad?
77 00:08:58.020 ⇒ 00:09:02.789 JanieceGarcia: No, it’s definitely a good thing. It’s because they’re… they’re, leveling up.
78 00:09:03.130 ⇒ 00:09:05.170 Amber Lin: I see, it’s bigger ticket sizes.
79 00:09:05.170 ⇒ 00:09:07.200 JanieceGarcia: Yes. I see. Yes.
80 00:09:07.200 ⇒ 00:09:08.710 Amber Lin: That’s awesome.
81 00:09:10.100 ⇒ 00:09:13.509 Amber Lin: Cool. You wanna look at any of the other ones?
82 00:09:14.270 ⇒ 00:09:15.770 Amber Lin: We can just do the triage.
83 00:09:15.770 ⇒ 00:09:23.880 JanieceGarcia: This one, I know… I don’t know why, I have to get with… Her manager on this one.
84 00:09:24.600 ⇒ 00:09:25.220 Amber Lin: Okay.
85 00:09:26.220 ⇒ 00:09:28.280 JanieceGarcia: So, I know that one.
86 00:09:28.740 ⇒ 00:09:31.329 Amber Lin: Cool, I’m gonna assign that one.
87 00:09:31.750 ⇒ 00:09:34.019 Amber Lin: the previous one to Casey.
88 00:09:35.680 ⇒ 00:09:36.400 Amber Lin: Cool.
89 00:09:36.750 ⇒ 00:09:37.510 Amber Lin: Oh.
90 00:09:38.700 ⇒ 00:09:41.990 Amber Lin: Alright, so that I… I got it.
91 00:09:42.280 ⇒ 00:09:43.890 JanieceGarcia: What? What is that?
92 00:09:43.890 ⇒ 00:09:48.090 Amber Lin: I don’t know, I’m gonna check in… are…
93 00:09:48.250 ⇒ 00:09:52.370 Amber Lin: database of what this one was. I’m a little confused.
94 00:09:52.510 ⇒ 00:09:58.409 Amber Lin: I think it was part of the logging error of when we didn’t log it properly.
95 00:09:59.050 ⇒ 00:10:04.020 Amber Lin: I see, so I got the actual text, let me copy that over.
96 00:10:04.650 ⇒ 00:10:11.680 Amber Lin: So here is… Here’s that one. So first, let me tag Casey to say…
97 00:10:17.210 ⇒ 00:10:18.080 JanieceGarcia: Exactly.
98 00:10:18.470 ⇒ 00:10:20.450 JanieceGarcia: My end…
99 00:11:09.510 ⇒ 00:11:17.300 Amber Lin: I do need to update that. Okay, so this is… yeah, right, that’s the wrong serve theme to follow up with.
100 00:11:23.490 ⇒ 00:11:26.080 JanieceGarcia: This one’s actually for me.
101 00:11:30.840 ⇒ 00:11:31.810 Amber Lin: Okay.
102 00:11:32.420 ⇒ 00:11:33.939 JanieceGarcia: It is. It’s for me.
103 00:11:34.060 ⇒ 00:11:34.780 Amber Lin: Cool.
104 00:11:35.090 ⇒ 00:11:52.070 Amber Lin: I did check with Casey. It seems like not only the usage, but the… some of the triage ticket was also affected, so I’ve already… I made a ticket for him to say, okay, can we go back and grab all the triage issues? So I’m glad we looked at this together.
105 00:11:52.480 ⇒ 00:11:56.480 JanieceGarcia: I know, me too, though. Nice. Because I was like, dang, that’s not bad.
106 00:11:56.480 ⇒ 00:12:03.709 Amber Lin: I was like, one day, I hope we can wake up to just 5 triage tickets from the whole week. I was like, I would love to have that.
107 00:12:04.370 ⇒ 00:12:07.180 JanieceGarcia: I would love that. Would love it.
108 00:12:07.940 ⇒ 00:12:09.849 JanieceGarcia: Okay, we can also help…
109 00:12:09.850 ⇒ 00:12:20.870 Amber Lin: in the future, we can use AI to triage these, but sometimes it’s hard to know, like, oh, is this in there, is this not? And so it still takes your eyes to go through it.
110 00:12:20.870 ⇒ 00:12:29.499 JanieceGarcia: go through it and see, yeah. No worries. And I can usually get through it pretty quickly. I try really hard to not let it stock up, but…
111 00:12:29.500 ⇒ 00:12:33.520 Amber Lin: Yeah, it’s hard. When it sucks up, it gets scary. Yeah.
112 00:12:33.520 ⇒ 00:12:35.209 JanieceGarcia: I know, I’m like, ahhh!
113 00:12:36.480 ⇒ 00:12:37.090 JanieceGarcia: But, all good.
114 00:12:37.090 ⇒ 00:12:41.050 Amber Lin: Yeah, so, on updates on our side this week, so…
115 00:12:41.460 ⇒ 00:12:47.449 Amber Lin: the backfilling, we’re doing that, and then we’ll have more triage tickets. I’ll let you know when that’s done.
116 00:12:47.450 ⇒ 00:12:47.940 JanieceGarcia: Okay.
117 00:12:47.940 ⇒ 00:13:04.810 Amber Lin: on the migration side, I’ve seen that they’re setting up the testing version of the new Andy, so, I think we’re still figuring that out internally, so maybe closer to end of week, closer to Thursday when we meet, they’ll have something that…
118 00:13:04.810 ⇒ 00:13:09.860 Amber Lin: You can test with, and then maybe we can grab some CSRs where managers to test it as well.
119 00:13:09.860 ⇒ 00:13:10.450 JanieceGarcia: Nice.
120 00:13:11.130 ⇒ 00:13:13.850 JanieceGarcia: Probably be the trainers, I want to start using the trainers as.
121 00:13:14.710 ⇒ 00:13:16.409 JanieceGarcia: Testers. Big time.
122 00:13:16.690 ⇒ 00:13:17.770 Amber Lin: Gotcha, okay.
123 00:13:17.770 ⇒ 00:13:30.870 JanieceGarcia: Especially with me focusing, again, back on the training side, and really making sure that I’m, you know, working with them, and working with you guys, and doing everything that we can. I want to keep the trainers really.
124 00:13:31.880 ⇒ 00:13:32.930 Amber Lin: Awesome.
125 00:13:37.110 ⇒ 00:13:47.989 Amber Lin: Cool. And then, let me see, my other stuff… on the zip code side, I think we’re through most of the technicians. Now, we still need to do…
126 00:13:48.030 ⇒ 00:14:03.679 Amber Lin: the inspector sheet, because that one was most complex, and we saved it for last. And then we also have… I think we’re going through the service areas, because remember there were some tickets that said, oh, we do service this in this area.
127 00:14:03.680 ⇒ 00:14:04.170 JanieceGarcia: Yes.
128 00:14:04.530 ⇒ 00:14:21.240 Amber Lin: And I think it was because previously we just entered, hey, this guy does Austin, but we didn’t say, okay, Mechanical doesn’t service this specific zip code in, Austin. So, we gotta update that as well, so I’ll check with him on where that is.
129 00:14:21.550 ⇒ 00:14:22.180 JanieceGarcia: Okay.
130 00:14:22.420 ⇒ 00:14:35.779 Amber Lin: Yeah, I need some… Sam was out, like, Thursday and Friday, so I’m grabbing some updates from him on how the transcripts, where that’s at, so once I get that update, I’ll send it to you guys as well.
131 00:14:36.200 ⇒ 00:14:37.350 JanieceGarcia: Okay, perfect.
132 00:14:37.500 ⇒ 00:14:38.090 Amber Lin: Cool.
133 00:14:38.190 ⇒ 00:14:45.629 Amber Lin: Yeah, and then the Central Doc, I’m meeting with them very soon, I think today or early tomorrow, and I’ll have more stuff there.
134 00:14:46.250 ⇒ 00:14:46.900 JanieceGarcia: Okay.
135 00:14:47.700 ⇒ 00:14:49.799 Amber Lin: Yes, that’s all.
136 00:14:50.440 ⇒ 00:14:53.959 JanieceGarcia: Okay, sorry, I’m writing… Full this down.
137 00:14:53.960 ⇒ 00:14:56.480 Amber Lin: Yeah, I can give you the… here.
138 00:14:57.170 ⇒ 00:15:02.480 Amber Lin: Let me… Give you the update.
139 00:15:03.160 ⇒ 00:15:11.049 Amber Lin: So, zip code, validation… It’s mostly what I sent in the email.
140 00:15:11.160 ⇒ 00:15:15.139 Amber Lin: So, that… you can also grab stuff just from.
141 00:15:15.140 ⇒ 00:15:15.490 JanieceGarcia: Okay.
142 00:15:15.490 ⇒ 00:15:17.490 Amber Lin: From my email, that’ll make it easier.
143 00:15:20.520 ⇒ 00:15:24.069 Amber Lin: All good, awesome. Thank you so much, Amber, and thank you for… Of course.
144 00:15:24.070 ⇒ 00:15:40.519 JanieceGarcia: you know, really taking all the time that you do, and helping us. I’m looking forward to Friday, because I… you know my biggest thing was that I’ve been waiting for our central doc, and to have that format, and to know we’re putting this in correct, you know, and so that’s…
145 00:15:40.630 ⇒ 00:15:43.499 JanieceGarcia: That’s my huge excitement. Yeah.
146 00:15:43.500 ⇒ 00:15:57.479 Amber Lin: Yeah, I really want to see them do a first pass or attempt, Doc. I’m a little bit, though, I’m a little bit up in the air, like, is this gonna be good? Is this gonna be, is this gonna take more iterations than just… Right.
147 00:15:57.480 ⇒ 00:16:10.470 Amber Lin: first one, so that’s… that’s something that I’m worried about, but I’ll see where they’re at, because we’ve… we’ve not done… we’ve not done this ever before, so it’s kind of new for all of us.
148 00:16:10.710 ⇒ 00:16:11.579 JanieceGarcia: For all of us, then.
149 00:16:11.580 ⇒ 00:16:12.350 Amber Lin: Yeah.
150 00:16:13.140 ⇒ 00:16:13.840 JanieceGarcia: Okay.
151 00:16:14.990 ⇒ 00:16:15.590 Amber Lin: Cool!
152 00:16:15.590 ⇒ 00:16:26.130 JanieceGarcia: Sounds good. Well, awesome. Well, I’ll go ahead, I’ll get this update sent out to Yvette, and yeah, well, I look forward to talking to you Thursday, and then Friday, so…
153 00:16:26.290 ⇒ 00:16:26.740 Amber Lin: Awesome!
154 00:16:26.740 ⇒ 00:16:30.710 JanieceGarcia: Nice. And the invite… you’re on the invite permanently, right?
155 00:16:30.710 ⇒ 00:16:36.970 Amber Lin: Let me check… The Andy discussion? Oh, yeah, I’m there. I can see.
156 00:16:36.970 ⇒ 00:16:37.480 JanieceGarcia: Okay.
157 00:16:37.480 ⇒ 00:16:38.340 Amber Lin: Awesome.
158 00:16:38.350 ⇒ 00:16:39.260 JanieceGarcia: Perfect, okay.
159 00:16:39.260 ⇒ 00:16:39.590 Amber Lin: Alright.
160 00:16:39.590 ⇒ 00:16:41.720 JanieceGarcia: Awesome. Well, thank you so much, Amber. Bye.
161 00:16:41.720 ⇒ 00:16:43.049 Amber Lin: You too, bye!