Meeting Title: ABC | Weekly KPI Review Date: 2026-03-02 Meeting participants: read.ai meeting notes, Yvette’s Notetaker (Otter.ai), Amber Lin, JanieceGarcia, YvetteRuiz
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1 00:03:21.020 ⇒ 00:03:22.210 JanieceGarcia: Oh, hold on.
2 00:03:23.220 ⇒ 00:03:26.739 JanieceGarcia: Oh, oh, oh, Can you hear me?
3 00:03:28.750 ⇒ 00:03:29.989 JanieceGarcia: Hope you’re muted.
4 00:03:31.670 ⇒ 00:03:33.520 Amber Lin: Oops. There we go.
5 00:03:33.880 ⇒ 00:03:39.190 JanieceGarcia: I was like, I know I needed a site, Oops!
6 00:03:39.520 ⇒ 00:03:43.529 Amber Lin: Hello? Are you wearing a blazer today? It looks really good on you.
7 00:03:44.250 ⇒ 00:03:45.879 JanieceGarcia: No, it’s just a regular…
8 00:03:46.210 ⇒ 00:03:48.270 Amber Lin: I see, I see.
9 00:03:48.750 ⇒ 00:03:51.349 JanieceGarcia: It’s like, it’s cold in the morning.
10 00:03:51.350 ⇒ 00:03:52.390 Amber Lin: That’s crazy.
11 00:03:52.390 ⇒ 00:03:53.649 JanieceGarcia: A lot.
12 00:03:53.970 ⇒ 00:03:57.309 JanieceGarcia: And so, our office is either ice cold.
13 00:03:57.310 ⇒ 00:03:59.419 Amber Lin: really, really cold. We’re really, really…
14 00:04:00.820 ⇒ 00:04:03.389 JanieceGarcia: Texas weather, yay!
15 00:04:03.390 ⇒ 00:04:09.770 Amber Lin: Oh, wow. That’s so interesting. I bet… it’s getting hotter here as well.
16 00:04:10.090 ⇒ 00:04:12.820 Amber Lin: But it’s not as extreme, so it just…
17 00:04:13.450 ⇒ 00:04:16.869 Amber Lin: Kind of getting sweatier and sweatier by the day.
18 00:04:17.329 ⇒ 00:04:18.249 JanieceGarcia: Yeah.
19 00:04:19.700 ⇒ 00:04:35.080 Amber Lin: Oh, Janiece, I made… I made, Texas-style smoked brisket yesterday. It took me the whole day, it was the first time I was making that, and we started from 9, and we ended at, like, 12.
20 00:04:35.880 ⇒ 00:04:36.840 Amber Lin: PM.
21 00:04:36.840 ⇒ 00:04:37.600 JanieceGarcia: Midnight?
22 00:04:37.600 ⇒ 00:04:38.270 Amber Lin: Yeah.
23 00:04:38.620 ⇒ 00:04:48.380 Amber Lin: What? Because it was… I got it at Costco, and then… and so it was 19 pounds before trimming, and so…
24 00:04:48.870 ⇒ 00:04:50.560 JanieceGarcia: That’s a cute brisket.
25 00:04:50.560 ⇒ 00:04:54.360 Amber Lin: I had no clue. I was like, okay, this is what they sell.
26 00:04:55.740 ⇒ 00:05:05.780 Amber Lin: And so it took, like, 6 hours on the grill, and then it took 6 more hours in the oven, and I was like, I wanted to eat a soap.
27 00:05:07.170 ⇒ 00:05:16.819 Amber Lin: And everybody, they were, like, people were partying on a rooftop, and our smoke was just coming at them. They were coughing, and it was really bad.
28 00:05:17.280 ⇒ 00:05:20.629 JanieceGarcia: Oh, wow, oh my goodness, so was it good?
29 00:05:20.630 ⇒ 00:05:33.360 Amber Lin: It was good, it was good. It satisfied my barbecue cravings, but, the downside is that it was so late, I didn’t have a good barbecue sauce, and so it was just the meat, so I need to find a good sauce.
30 00:05:33.670 ⇒ 00:05:36.289 Amber Lin: And then it will taste… taste much better.
31 00:05:37.050 ⇒ 00:05:40.590 JanieceGarcia: See, and I’m… it’s crazy, being from Texas.
32 00:05:41.500 ⇒ 00:05:43.690 JanieceGarcia: You would think that we put sauce on everything.
33 00:05:43.920 ⇒ 00:05:49.840 JanieceGarcia: I… if I can’t put ranch on it, I don’t want any type of barbecue, so… or barbecue… Really?
34 00:05:50.260 ⇒ 00:05:51.420 JanieceGarcia: So, I eat brisket.
35 00:05:51.420 ⇒ 00:05:56.089 Amber Lin: without sauce. I eat sausage without sauce. I don’t eat ribs with sauce.
36 00:05:56.660 ⇒ 00:05:58.819 Amber Lin: Wow, okay, okay.
37 00:05:59.090 ⇒ 00:06:00.550 JanieceGarcia: And then my wings?
38 00:06:01.010 ⇒ 00:06:07.779 JanieceGarcia: Give me my wings hot, but I want a dry rub. I don’t want them saucy, so I can dip them in ranch.
39 00:06:07.780 ⇒ 00:06:14.940 Amber Lin: Wow, okay, okay, that’s, that’s good. So, I’ll go try Ranch, and then I’ll go see what we have for…
40 00:06:15.130 ⇒ 00:06:23.210 Amber Lin: barbecue sauce, because I… I don’t like the store-bought, like, bottled convenience store ones. They taste weird.
41 00:06:23.210 ⇒ 00:06:26.729 JanieceGarcia: I wonder if y’all have ones like what we have?
42 00:06:27.260 ⇒ 00:06:28.200 JanieceGarcia: Mmm.
43 00:06:29.320 ⇒ 00:06:33.840 JanieceGarcia: I’m gonna ask my son, because he actually takes his, like.
44 00:06:34.090 ⇒ 00:06:36.689 JanieceGarcia: My boys are huge on barbecue sauce.
45 00:06:36.920 ⇒ 00:06:37.580 Amber Lin: Hmm.
46 00:06:37.810 ⇒ 00:06:43.759 JanieceGarcia: And the ones that he… we buy, we buy them also in, like, little ones, because he takes it to school.
47 00:06:44.840 ⇒ 00:06:48.260 Amber Lin: Okay, wow, he’s really serious.
48 00:06:48.260 ⇒ 00:06:51.589 JanieceGarcia: Yeah, like, he’s got to have his sauce, and if it’s not…
49 00:06:52.050 ⇒ 00:06:55.939 JanieceGarcia: Barbecue sauce for his meat? Better be Chick-fil-A sauce.
50 00:06:58.870 ⇒ 00:06:59.950 Amber Lin: Okay.
51 00:07:00.270 ⇒ 00:07:04.889 JanieceGarcia: Well, so funny. But… I don’t know if Yvette’s coming.
52 00:07:05.240 ⇒ 00:07:06.860 JanieceGarcia: Just…
53 00:07:06.860 ⇒ 00:07:12.869 Amber Lin: We’ll… we’ll run through. I mean, I don’t have new updates other than what we talked about last week.
54 00:07:13.240 ⇒ 00:07:15.530 Amber Lin: Like, we ended on Friday, and then there.
55 00:07:15.530 ⇒ 00:07:16.150 JanieceGarcia: Yeah, right?
56 00:07:16.150 ⇒ 00:07:29.750 Amber Lin: And then we started on Monday. But… so essentially what I have in the email, I think I was looking at my action items. One, I do want to help you with the triage
57 00:07:29.750 ⇒ 00:07:36.389 Amber Lin: and trainer training, so I know I promised a video, I totally forgot last week, so I’ll try to do that.
58 00:07:36.850 ⇒ 00:07:53.850 Amber Lin: about, like, linear, how to use it, what to do, I’ll try to create an example. Other than that, I think no action items on you guys’ side. We will send out, once we review internally, we’ll send out the central docs for…
59 00:07:54.170 ⇒ 00:08:06.740 Amber Lin: For people to look at, yeah, and testing. And then the zip code results, I think Casey’s doing a final QA, so once that’s done, I’ll also send out, the results there.
60 00:08:07.280 ⇒ 00:08:10.489 JanieceGarcia: Okay, okay, perfect. Yeah.
61 00:08:10.660 ⇒ 00:08:24.930 JanieceGarcia: I think… I will definitely say, like, it’s weird going into, like, Lanier and only seeing, you know, a few tickets, and I know it’s because of the zip codes, and Casey’s just pulling them.
62 00:08:25.530 ⇒ 00:08:29.030 JanieceGarcia: Which is completely fine. I want him to do that, right?
63 00:08:29.030 ⇒ 00:08:36.010 Amber Lin: Yeah. Is it not enough tickets? Is it because… oh, I mean, it is… It is current, so…
64 00:08:36.179 ⇒ 00:08:36.769 JanieceGarcia: Yeah!
65 00:08:37.549 ⇒ 00:08:38.429 Amber Lin: Huh.
66 00:08:39.200 ⇒ 00:08:42.530 JanieceGarcia: I… I’m seeing it as a good thing, because I feel like we’re.
67 00:08:42.530 ⇒ 00:08:43.150 Amber Lin: Yeah.
68 00:08:43.150 ⇒ 00:08:44.820 JanieceGarcia: closer to…
69 00:08:45.860 ⇒ 00:08:56.339 Amber Lin: Because we’re not getting too many, like, zip code questions here, unless Casey grabbed all of them. This is more of, can we do this, can we do that, how do I do this?
70 00:08:56.340 ⇒ 00:08:57.689 JanieceGarcia: grabbing all of them.
71 00:08:57.690 ⇒ 00:08:58.630 Amber Lin: Oh, okay.
72 00:08:58.630 ⇒ 00:09:02.239 JanieceGarcia: Because I asked him last week, I was like, Casey, there’s only, like, three.
73 00:09:03.820 ⇒ 00:09:11.330 JanieceGarcia: linear tickets in here? Is this right, or are we not getting them again? He was like, no, it’s right, I’m just pulling all the zip code ones. I was like.
74 00:09:11.330 ⇒ 00:09:11.990 Amber Lin: Okay.
75 00:09:12.300 ⇒ 00:09:14.630 JanieceGarcia: Because he’s using it as part of his QA.
76 00:09:14.650 ⇒ 00:09:16.709 Amber Lin: Oh, okay, okay, cool.
77 00:09:16.710 ⇒ 00:09:24.889 JanieceGarcia: So, yeah, he’s pulling it as soon as they come in. If he notices that it’s a zip code thing, he’s pulling it, he’s taking care of it, he’s doing it right then and there. So…
78 00:09:25.980 ⇒ 00:09:26.740 Amber Lin: Okay.
79 00:09:27.980 ⇒ 00:09:28.670 JanieceGarcia: Hmm.
80 00:09:29.090 ⇒ 00:09:36.880 JanieceGarcia: I’m trying to think… But, again, I’m taking this as a good thing because it’s not like we’re decreasing
81 00:09:37.020 ⇒ 00:09:39.090 JanieceGarcia: on our Andy usage.
82 00:09:40.560 ⇒ 00:09:44.709 JanieceGarcia: So, if our ANDI usage is still maintaining, or a little of.
83 00:09:44.710 ⇒ 00:09:45.230 Amber Lin: Yeah.
84 00:09:45.230 ⇒ 00:09:48.509 JanieceGarcia: But our tickets are going down.
85 00:09:48.940 ⇒ 00:09:49.400 Amber Lin: I think.
86 00:09:49.400 ⇒ 00:09:55.160 JanieceGarcia: You’re getting closer to a balance of being where we need to be with information.
87 00:09:55.160 ⇒ 00:10:03.020 Amber Lin: Yeah, totally. Let me check the… let’s check the usage, so… Last Monday to Sunday.
88 00:10:03.300 ⇒ 00:10:08.959 Amber Lin: Okay, last Monday to Sunday, we got…
89 00:10:09.770 ⇒ 00:10:16.290 Amber Lin: What is this one? Okay, we got 550-ish?
90 00:10:16.960 ⇒ 00:10:20.800 Amber Lin: The week before that, we got 590.
91 00:10:20.980 ⇒ 00:10:28.279 Amber Lin: ish, and then the week before that, also 550-ish. So we’re, we’re, like, I think we’re steadily…
92 00:10:28.710 ⇒ 00:10:29.490 JanieceGarcia: maintaining.
93 00:10:29.490 ⇒ 00:10:32.669 Amber Lin: I’m about that 500 range.
94 00:10:33.080 ⇒ 00:10:38.970 Amber Lin: Yeah, that seems pretty standard, so…
95 00:10:39.440 ⇒ 00:10:42.200 Amber Lin: I feel like that’s… oh, hi, Yvette!
96 00:10:44.770 ⇒ 00:10:55.260 Amber Lin: We were talking about the usage. I think we’re… we’re pretty good, in settling around the 550 to $600 range.
97 00:10:55.260 ⇒ 00:11:04.309 YvetteRuiz: Can you, again, I’m getting those reports. I just want to walk through the reports again, specifically drilling down to department.
98 00:11:04.470 ⇒ 00:11:05.950 Amber Lin: An employee.
99 00:11:06.680 ⇒ 00:11:08.580 Amber Lin: Gotcha, yeah, happy to do that.
100 00:11:08.580 ⇒ 00:11:23.320 YvetteRuiz: Okay, can you just kind of… because that’s what I’m going to need you, Janiece, to start working with every department on, and I need to make sure you know how to… I mean, we can… I don’t… I’m… I know that I get the reports, but you can get them as well.
101 00:11:23.320 ⇒ 00:11:28.400 Amber Lin: Yeah, I do think, we should be able to get…
102 00:11:28.500 ⇒ 00:11:32.120 Amber Lin: I am sending it to all of us, so…
103 00:11:32.290 ⇒ 00:11:39.720 Amber Lin: Reports, I have this one, you should have got it earlier today, and I have…
104 00:11:40.290 ⇒ 00:11:47.569 Amber Lin: I think Janice is also on there, you’re on there, so this is the group that gets them, I can always add more people.
105 00:11:47.810 ⇒ 00:11:53.540 Amber Lin: And then this is… Let’s see… so…
106 00:11:56.580 ⇒ 00:12:04.329 Amber Lin: So, essentially, this… how this is formatted is that It’s broken down, right?
107 00:12:04.630 ⇒ 00:12:05.740 Amber Lin: That’s something.
108 00:12:06.580 ⇒ 00:12:10.630 Amber Lin: dates… Okay.
109 00:12:11.020 ⇒ 00:12:16.670 Amber Lin: So, it’s broken down by department, and once you click.
110 00:12:16.910 ⇒ 00:12:25.379 Amber Lin: On this. I think you see it in this format, so you can always… Sort by department.
111 00:12:25.510 ⇒ 00:12:29.450 Amber Lin: And then, you can see, okay, so this is…
112 00:12:29.840 ⇒ 00:12:34.179 Amber Lin: Who’s under commercial? How much are they using it?
113 00:12:34.220 ⇒ 00:12:47.870 Amber Lin: If you want department totals. If you’re in this user interface, you can always click here, and then it’ll… it’ll group it for you. If not, I think in Excel, you can select all the cells.
114 00:12:47.870 ⇒ 00:12:55.929 Amber Lin: So, for example, if you have it like this, you can select, say, these cells, and usually Excel will show, like, a little sum
115 00:12:55.930 ⇒ 00:12:58.660 Amber Lin: On the bottom right corner.
116 00:12:59.020 ⇒ 00:13:05.369 Amber Lin: Yeah, so… Let’s see, let’s… since we’re here, let’s use this view.
117 00:13:05.880 ⇒ 00:13:15.730 Amber Lin: So, we can see that Pest is in the lead last week, and then we can go into Pest and see, okay, who’s using it the most.
118 00:13:15.900 ⇒ 00:13:24.609 Amber Lin: Let me see… Sonya’s in the lead, Alex, April, Michelle, Rosa Linda, and Deborah. I think these are our usual high-usage folks.
119 00:13:25.350 ⇒ 00:13:25.840 Amber Lin: Thanks.
120 00:13:25.840 ⇒ 00:13:43.799 YvetteRuiz: See, this is what we can… we need to make sure that we’re cleaning the same thing… we’re keeping things clean, but this is why it’s important that we drill down this granular, so then that way we can see who is using it, who’s not, and then get to the core reasons on why they’re not using it.
121 00:13:45.250 ⇒ 00:13:45.760 JanieceGarcia: Yep.
122 00:13:46.670 ⇒ 00:13:53.550 Amber Lin: Sounds good. And then same for… Same for mechanical.
123 00:13:53.760 ⇒ 00:14:00.559 Amber Lin: I think the… the main one we should tackle here is…
124 00:14:00.860 ⇒ 00:14:04.490 Amber Lin: Okay, Sam’s shouldn’t… Sam shouldn’t be in here.
125 00:14:04.730 ⇒ 00:14:08.190 Amber Lin: Sam is just testing. And then…
126 00:14:09.200 ⇒ 00:14:18.319 Amber Lin: I think we… I know we added that for Jessica, right? I think we added the names for Jessica, and then a few other folks.
127 00:14:19.050 ⇒ 00:14:23.600 JanieceGarcia: Because Yvette and I went through and actually updated.
128 00:14:23.600 ⇒ 00:14:24.370 Amber Lin: Yeah.
129 00:14:24.370 ⇒ 00:14:27.170 JanieceGarcia: share all their emails and stuff, and what department.
130 00:14:27.530 ⇒ 00:14:32.980 JanieceGarcia: They’re in and everything, so why are they still showing a known, or why are they still showing to where…
131 00:14:33.020 ⇒ 00:14:41.690 Amber Lin: I think I’ll have to ask them to update… to do the sync again, because I think they just need to click a button there.
132 00:14:41.860 ⇒ 00:14:49.319 Amber Lin: But let me… let me check if I have… I have everyone, so…
133 00:14:51.830 ⇒ 00:14:53.349 JanieceGarcia: Huh, and that’s for now?
134 00:14:55.910 ⇒ 00:14:59.030 JanieceGarcia: Well, that was the correct one, right? The correct…
135 00:14:59.290 ⇒ 00:15:01.679 JanieceGarcia: That was the most recent report.
136 00:15:01.830 ⇒ 00:15:02.410 Amber Lin: Yeah.
137 00:15:08.460 ⇒ 00:15:10.340 Amber Lin: Okay, so we have…
138 00:15:10.610 ⇒ 00:15:28.049 Amber Lin: We have these people. Okay, so I will… I will go meet with the team and see what’s up about this part. But other than that, you can always see the breakdown by department, how people… how much people are using, who’s your top users.
139 00:15:28.180 ⇒ 00:15:31.319 Amber Lin: Who’s the… people who’s not using it?
140 00:15:31.800 ⇒ 00:15:32.370 JanieceGarcia: Great.
141 00:15:34.220 ⇒ 00:15:34.770 YvetteRuiz: Yep.
142 00:15:34.960 ⇒ 00:15:38.820 JanieceGarcia: And I do have it bookmarked, also, to where I go into them.
143 00:15:43.590 ⇒ 00:15:53.329 Amber Lin: Awesome. Okay, let’s see. So on my… I was telling Janice that my action items this week is, I know I promised a video for…
144 00:15:53.330 ⇒ 00:16:04.970 Amber Lin: Doing triage, and I know Janiece is meeting with them this week, so I’m gonna send that to folks so they can have a view, or a, like, a visual guide of what they can do.
145 00:16:05.440 ⇒ 00:16:08.060 Amber Lin: So, that’s on my side.
146 00:16:08.060 ⇒ 00:16:08.385 YvetteRuiz: Boom.
147 00:16:08.910 ⇒ 00:16:15.740 Amber Lin: I don’t think there’s particular action items on your guys’ side. We are in the final stage of the
148 00:16:15.870 ⇒ 00:16:23.970 Amber Lin: the zip code QAs, so I’ll send a progress update once Casey has gone through them, and…
149 00:16:24.030 ⇒ 00:16:28.990 Amber Lin: On the Central Dock side, we had a good meeting on Friday, and…
150 00:16:28.990 ⇒ 00:16:46.270 Amber Lin: We have created some test docs, so in this week and next week, before our next Friday meeting, we’ll be sending out the central docs to the different trainers on their respective departments, so they can review it, tell us what we need to improve.
151 00:16:46.270 ⇒ 00:16:48.590 Amber Lin: And we’ll take that feedback.
152 00:16:48.680 ⇒ 00:16:54.420 Amber Lin: And then let them test with the new central dock. So that’s our planned progress there.
153 00:16:58.950 ⇒ 00:17:00.519 JanieceGarcia: Really excited for that.
154 00:17:00.620 ⇒ 00:17:04.819 JanieceGarcia: It looks so much cleaner, the new ones, and organized.
155 00:17:04.829 ⇒ 00:17:22.939 Amber Lin: Yeah, my main concern is that it will miss or miswrite, some information, so that’s the main, say, QA that we have to do on the new central docs, is make sure it doesn’t, combine the wrong things or miss over… gloss over some stuff.
156 00:17:24.030 ⇒ 00:17:26.069 JanieceGarcia: And that’s where the testing’s gonna be huge for us.
157 00:17:26.079 ⇒ 00:17:27.649 Amber Lin: Okay.
158 00:17:28.869 ⇒ 00:17:36.949 Amber Lin: Yeah, and Yvette, on the transcript side, I know we shared what we were able to do on the transcripts. I do know, I think.
159 00:17:37.229 ⇒ 00:17:48.999 Amber Lin: Steven or Utam and Matt, they’re talking about, the discovery work stream and how that would go, so, I don’t yet know if… if we…
160 00:17:49.109 ⇒ 00:18:05.399 Amber Lin: if I can’t continue there, so I need to ask him, like, hey, what… what did you guys discuss? What’s the plan? So, if you hear back from Steven, or hear back from Matt, I think we can continue that work stream there, but so far.
161 00:18:05.459 ⇒ 00:18:10.109 Amber Lin: I think the dashboards in real is what we have for now.
162 00:18:10.760 ⇒ 00:18:21.919 YvetteRuiz: Okay, yeah, no worries, because I wasn’t sure, like, what… what’s the back-end stuff. I know I had some conversation with Steven, I know he’s… he’s there this afternoon, and they’re going to be talking about a lot of that, so…
163 00:18:21.920 ⇒ 00:18:22.550 Amber Lin: Awesome, okay.
164 00:18:22.550 ⇒ 00:18:34.230 YvetteRuiz: I’ll… I’ll figure out. I did also request a meeting with all of them to try to talk through just some other things as well, so we’ll see what comes out of it. I’m sure we’ll hear something.
165 00:18:34.230 ⇒ 00:18:43.039 YvetteRuiz: But as far as that, so I do have a question. So, what is in the dashboards right now, Amber, is just simply what…
166 00:18:43.200 ⇒ 00:18:47.530 YvetteRuiz: the tests, the whatever you guys have done, nothing more. Is that correct?
167 00:18:47.650 ⇒ 00:18:54.910 Amber Lin: Yes, so it actually doesn’t include my analysis on the text.
168 00:18:54.910 ⇒ 00:19:12.379 Amber Lin: So it’s mostly just qualities of the call. Say, this was taken by this agent, the duration was this, so that’s the immediately available data in 8x8. 8x8 has the duration, it has what queue it is, it has who it was.
169 00:19:12.380 ⇒ 00:19:15.159 YvetteRuiz: If I’m poking around in there, can I share my screen? I’m sorry.
170 00:19:15.160 ⇒ 00:19:16.309 Amber Lin: Yeah, go ahead.
171 00:19:16.310 ⇒ 00:19:22.860 YvetteRuiz: Okay, I just want to make… I don’t want to waste time if it’s not what I’m looking for, I guess.
172 00:19:23.390 ⇒ 00:19:30.659 YvetteRuiz: Because if it’s… if it’s not actual data today, I mean, I know, I just know based off what we… Did it share it with you guys?
173 00:19:32.270 ⇒ 00:19:33.429 YvetteRuiz: What, are y’all seeing the.
174 00:19:33.430 ⇒ 00:19:35.670 JanieceGarcia: Oh, I’m seeing… Nope.
175 00:19:35.970 ⇒ 00:19:37.060 YvetteRuiz: What are y’all seeing?
176 00:19:37.560 ⇒ 00:19:40.059 JanieceGarcia: Oh, I can see that there’s a screen. Oh, yeah, don’t see we are.
177 00:19:40.820 ⇒ 00:19:41.520 YvetteRuiz: Okay.
178 00:19:41.720 ⇒ 00:19:45.070 YvetteRuiz: I hope. So…
179 00:19:46.260 ⇒ 00:19:56.629 YvetteRuiz: So this one right here, I’m so sorry, I’m gonna go back. So this is what I get once UTM gave me access again to the real board, because it went away for whatever reason. So I have all this right here.
180 00:19:57.090 ⇒ 00:20:04.159 YvetteRuiz: And I assume they’re different dashboards, but when I click into the transcript one, what is this telling me right here?
181 00:20:05.320 ⇒ 00:20:15.430 Amber Lin: So, I would say this is a bit limited. Okay. I think the only information you can really get is, okay, what are the number of calls by…
182 00:20:15.500 ⇒ 00:20:23.830 Amber Lin: agent, so speaker… the speaker name. What is the calls by, say, our day and day of week?
183 00:20:23.900 ⇒ 00:20:37.869 Amber Lin: I would say don’t use this for now, because the data, as you can see, is only January 2nd. We need, confirmation from Tim, because we do not want to put credit card information, like, on the calls, or…
184 00:20:38.290 ⇒ 00:20:43.449 Amber Lin: Or stuff, so we haven’t filled… backfilled the transcripts.
185 00:20:43.450 ⇒ 00:20:44.400 YvetteRuiz: So… Gotcha.
186 00:20:44.400 ⇒ 00:21:00.619 Amber Lin: this is a demonstration, what it would be, and we can easily apply the same procedure once we get new transcripts, but we don’t have them yet. So, I’ll let you know when we get stuff in there, and this is more of a, hey, is this kind of what you wanted to see?
187 00:21:00.620 ⇒ 00:21:06.859 Amber Lin: I think David left some feedback, so there’s… there’s… I think there’s still some way to go on this.
188 00:21:08.590 ⇒ 00:21:12.790 YvetteRuiz: Okay. Yeah. Right. So then it’s really not…
189 00:21:13.360 ⇒ 00:21:23.910 YvetteRuiz: any data at this point. I mean, just kind of… just kind of looking at what we… what we can do. Yes. Okay, how do I stop sharing my screen? It doesn’t let me.
190 00:21:24.900 ⇒ 00:21:28.910 JanieceGarcia: Should be up at the… pop, I thought.
191 00:21:29.120 ⇒ 00:21:33.589 JanieceGarcia: And it would be… It’s like a really thin line. There you go.
192 00:21:33.590 ⇒ 00:21:34.510 Amber Lin: Hmm, there we go.
193 00:21:34.510 ⇒ 00:21:35.250 YvetteRuiz: Take that.
194 00:21:37.210 ⇒ 00:21:40.120 YvetteRuiz: Okay, so thank you for walking through that.
195 00:21:40.120 ⇒ 00:21:40.980 Amber Lin: Of course.
196 00:21:45.510 ⇒ 00:21:58.190 YvetteRuiz: And so that was really… I mean, I’m… I’m really just wanting to get stuff on the dashboards, and right now, Janiece is going to be really taking a lot of ownership on the training stuff.
197 00:21:58.190 ⇒ 00:22:15.830 YvetteRuiz: And that’s kind of what I want to start seeing, is are we driving that? Who’s using it? If we’re not using it? Why aren’t we using it? Is the… is our central doc up to date? Is it where it needs to be? I mean, really, really start doing the stuff that we’re, you know, we’ve been intending to do for some time already, so…
198 00:22:15.860 ⇒ 00:22:21.479 YvetteRuiz: I’m hoping to see… some change there.
199 00:22:24.920 ⇒ 00:22:32.050 YvetteRuiz: And then the other thing that I have is just cancellations, because that’s kind of also another thing that’s taking a back seat. But yeah.
200 00:22:32.460 ⇒ 00:22:38.610 Amber Lin: Yeah, sounds good. I do think that with the new central docs, that would
201 00:22:39.040 ⇒ 00:22:49.299 Amber Lin: that would be part of it, but I know there wasn’t too many inputs on, hey, this is a script for this, this is the save tactics for that.
202 00:22:49.300 ⇒ 00:23:03.960 Amber Lin: So hopefully when we meet with the trainers, we can ask them about it. I think, Cass was bringing up that it would be helpful to have scripts for even other SOPs. She was saying it would be especially helpful to get
203 00:23:03.960 ⇒ 00:23:15.710 Amber Lin: the more experienced hires to use Andy, because, for example, explaining, how your pricings work. She said, for example, if you were
204 00:23:15.710 ⇒ 00:23:35.499 Amber Lin: to… a bundle cancellation has chargebacks, so that type of thing is where scripts would be helpful, and also that type of thing is where I would like the trainers to add in the scripts, because I wouldn’t know. So if they know what cases they are… that are,
205 00:23:36.000 ⇒ 00:23:44.410 Amber Lin: I mean, we can help give them a checklist of what to do, Or…
206 00:23:45.530 ⇒ 00:23:51.209 Amber Lin: Yeah, what do you guys think is the best steps there? So, if they know there’s something that would benefit from a script.
207 00:23:52.070 ⇒ 00:24:12.760 YvetteRuiz: I think you’re spot on on that, Amber, and that’s where… we’re not driving that correctly, because I feel like… and everyone thinks, like, well, I reported it. I’m just like, yes, but they’re not the experts of that. It’s like, what specifically do we want to see? I mean, we… they’re just going off of what we have on the debt, you know, on the central docs.
208 00:24:12.760 ⇒ 00:24:17.460 YvetteRuiz: This is where I need Janiece working with our trainers to make sure, like.
209 00:24:17.470 ⇒ 00:24:34.700 YvetteRuiz: it’s like I said, if I went through… if I started doing a true testing, if I was going through and I was doing the testing, because I’ve done it before, I just don’t… I can’t… I don’t have the… the… the flexibility to do that, but if I started testing and says, okay, like, we… we had an example the other day, the 360. Tell me what the 360 is.
210 00:24:34.700 ⇒ 00:24:51.880 YvetteRuiz: well, okay, gives me a summary of it, but that’s not specifically what I want to see. I want to see this, this, and that, and that’s how we’ve got to be able to break it down to you and say, hey, I wanted to add this, make it more clear, and stuff like that, and that’s what we’re not taking the time to do, and that is what needs to change.
211 00:24:52.570 ⇒ 00:24:54.410 Amber Lin: I see. Yeah,
212 00:24:54.460 ⇒ 00:25:14.009 Amber Lin: I was thinking of what can be helpful for that. Maybe a template of feedback? Because maybe their problem right now is that they don’t even know what to give feedback on, of, like, for example, what you just said of, oh, I don’t like the… I don’t like the specifics, but they wouldn’t know
213 00:25:14.050 ⇒ 00:25:24.359 Amber Lin: what type of, hey, give me more steps, or hey, give me more details, or don’t talk about this, talk about that. So maybe giving them the options of what feedback it…
214 00:25:24.360 ⇒ 00:25:27.740 YvetteRuiz: it would be, can be helpful. Yep.
215 00:25:28.720 ⇒ 00:25:38.470 Amber Lin: And also, mostly on training and telling them, hey, this is your responsibility, this is Brainport’s responsibility, I think that would be helpful as well.
216 00:25:39.210 ⇒ 00:25:57.990 YvetteRuiz: Yeah, no, for sure. I think we’ve got to be very clear, with them, and help them understand. And it does go back to, I mean, very basic, okay, how would this help you? You know what I mean? If I did the test on the 360, and I did this exercise with my team, I said, okay.
217 00:25:58.050 ⇒ 00:26:17.749 YvetteRuiz: is this helpful? Does this tell the story? You’re really not getting the answers that I… what you want, but that’s where the one-on-one comes with working with each and every one… working with each and every one of them. Say, if I’m a brand new CSR, and I type in the word 360, am I, based off this summary, going to know what this means?
218 00:26:17.750 ⇒ 00:26:21.639 YvetteRuiz: I’m gonna tell you no, because I… if I’m a CSI reading that, I’m just like…
219 00:26:21.740 ⇒ 00:26:24.280 YvetteRuiz: Okay, what is… what does that mean?
220 00:26:24.940 ⇒ 00:26:33.380 YvetteRuiz: So yeah, so it’s gonna be really peeling that onion layer back and really going through this exercise. So, you’re right, but we gotta start asking the right questions.
221 00:26:33.570 ⇒ 00:26:33.900 Amber Lin: -
222 00:26:34.950 ⇒ 00:26:35.540 Amber Lin: Yeah.
223 00:26:35.690 ⇒ 00:26:47.530 Amber Lin: Sounds good. I’ll send… I think I have some time, I’ll send that video out, or send the guide out today. And then, Janiece, when are you meeting with the trainers on the train?
224 00:26:47.960 ⇒ 00:26:51.520 JanieceGarcia: Starting tomorrow, and it’ll be all week, with different ones.
225 00:26:51.670 ⇒ 00:26:54.750 Amber Lin: Awesome, awesome, sounds good.
226 00:26:55.050 ⇒ 00:27:01.060 Amber Lin: Okay, I mean, that’s all the updates from my side. Any other questions or concerns?
227 00:27:02.680 ⇒ 00:27:04.119 YvetteRuiz: Not right now, Amber.
228 00:27:05.120 ⇒ 00:27:05.820 Amber Lin: Okay.
229 00:27:06.790 ⇒ 00:27:11.530 JanieceGarcia: And it does start tomorrow at 9.30 in the morning, so… still quiet.
230 00:27:11.550 ⇒ 00:27:13.330 Amber Lin: So I have a little bit of time.
231 00:27:15.170 ⇒ 00:27:17.109 Amber Lin: Yeah. Awesome. Alright.
232 00:27:17.110 ⇒ 00:27:18.960 YvetteRuiz: Okay, alrighty. Bye!
233 00:27:19.270 ⇒ 00:27:20.240 JanieceGarcia: Bye!
234 00:27:20.240 ⇒ 00:27:20.980 Amber Lin: Bye!