Meeting Title: ABC - Weekly Kick-Off Date: 2026-03-16 Meeting participants: Brylle Girang, Samuel Roberts, Pranav Narahari, Pranav
WEBVTT
1 00:05:34.740 ⇒ 00:05:35.660 Brylle Girang: Hey!
2 00:05:38.340 ⇒ 00:05:39.060 Samuel Roberts: Hey.
3 00:05:41.110 ⇒ 00:05:42.840 Samuel Roberts: Come on, there we go, there it goes.
4 00:05:44.220 ⇒ 00:05:45.979 Brylle Girang: Let’s just wait for Pandav.
5 00:05:46.390 ⇒ 00:05:47.320 Brylle Girang: Normally.
6 00:06:19.670 ⇒ 00:06:20.420 Pranav Narahari: Hey, guys.
7 00:06:21.390 ⇒ 00:06:21.970 Samuel Roberts: E.
8 00:06:23.030 ⇒ 00:06:23.760 Brylle Girang: Hello!
9 00:06:25.220 ⇒ 00:06:31.770 Brylle Girang: Yeah, so our agenda for this meeting is just to, you know, lock down the timelines, make sure that our Gantt is updated.
10 00:06:31.980 ⇒ 00:06:37.290 Brylle Girang: We can, we can go through it now, make sure that Linear is groomed.
11 00:06:37.850 ⇒ 00:06:46.539 Brylle Girang: finalize the two to three goals this week, as well as let’s prep for the roadmap planning for tomorrow. Sounds good?
12 00:06:49.390 ⇒ 00:06:50.450 Brylle Girang: Oh, right now.
13 00:06:52.010 ⇒ 00:06:52.690 Pranav: Wait.
14 00:06:53.190 ⇒ 00:06:55.160 Pranav: Sorry, I don’t know… Whatever.
15 00:06:56.220 ⇒ 00:06:57.829 Brylle Girang: Yeah, can you hear us now?
16 00:06:58.160 ⇒ 00:06:59.820 Pranav: I can hear you, yeah, can you hear me?
17 00:06:59.820 ⇒ 00:07:01.409 Brylle Girang: Okay, yeah, yeah, I can hear you.
18 00:07:01.910 ⇒ 00:07:02.270 Pranav: I’m not sure.
19 00:07:02.270 ⇒ 00:07:10.599 Brylle Girang: Yeah, so, just repeating what I said earlier, we need to groom and finalize our timelines and linear
20 00:07:10.740 ⇒ 00:07:22.709 Brylle Girang: Second one is make sure that we finalize the two to three goals that we want for this week, and then the third one is just for us to casually prep for the roadmap meeting tomorrow. Sounds good?
21 00:07:24.360 ⇒ 00:07:29.120 Pranav: Okay. Meeting tomorrow, meaning the one you scheduled in the morning? Just the internal one, right?
22 00:07:29.760 ⇒ 00:07:30.710 Brylle Girang: Yes, yep.
23 00:07:31.010 ⇒ 00:07:31.640 Samuel Roberts: Yeah.
24 00:07:31.640 ⇒ 00:07:32.190 Pranav: Yeah.
25 00:07:32.700 ⇒ 00:07:37.059 Brylle Girang: Okay, so I just wanted to check our timelines,
26 00:07:37.500 ⇒ 00:07:39.790 Brylle Girang: Do you have any updates there, Pranav?
27 00:07:42.810 ⇒ 00:07:53.639 Pranav: Yeah, so the timeline that we have, like, that we’re working on right now is just, like, migration, and so that’s underway. We kind of…
28 00:07:54.150 ⇒ 00:08:00.489 Pranav: made, hit one of the milestones on Friday, which was, Mustafa updated the…
29 00:08:00.950 ⇒ 00:08:06.130 Pranav: the thumbs-up, thumbs-down feedback from the N8N workflow into Mashra.
30 00:08:06.330 ⇒ 00:08:07.360 Pranav: So…
31 00:08:08.270 ⇒ 00:08:16.599 Pranav: That’s… that’s looking good, yeah. So, let me pull that up, too. Or, yeah, so that’s, 15, I guess.
32 00:08:16.830 ⇒ 00:08:24.440 Pranav: This, Andy staging access to the team, that was made as, like, a…
33 00:08:25.810 ⇒ 00:08:34.999 Pranav: as a milestone that I just didn’t think was that important to send over to them. They had never expressed any interest in, like, in that yet. And then also, it’s like…
34 00:08:35.360 ⇒ 00:08:37.389 Pranav: that Andy staging is, like.
35 00:08:38.130 ⇒ 00:08:43.009 Pranav: We understand, like, okay, what has been done, but for them, they’re not gonna be able to see it
36 00:08:43.150 ⇒ 00:08:46.459 Pranav: Using the new central doc, so it doesn’t really make sense to send it to them.
37 00:08:47.160 ⇒ 00:08:56.800 Pranav: If anything, I want to send this to them on Friday of this week, because at that point, we would have embedded all of the new central docs.
38 00:08:56.960 ⇒ 00:09:00.379 Pranav: So I think that makes more sense.
39 00:09:03.660 ⇒ 00:09:07.729 Brylle Girang: Gotcha. I’ll just be moving this, but let’s not, like, make it.
40 00:09:07.730 ⇒ 00:09:08.380 Samuel Roberts: Yeah.
41 00:09:08.380 ⇒ 00:09:12.890 Brylle Girang: a habit. I don’t want us to move timelines as much as possible.
42 00:09:13.500 ⇒ 00:09:16.809 Samuel Roberts: I think it was just a bad milestone, to be honest, more than anything.
43 00:09:17.350 ⇒ 00:09:18.030 Pranav: Yeah.
44 00:09:19.520 ⇒ 00:09:20.140 Brylle Girang: Okay.
45 00:09:20.810 ⇒ 00:09:22.060 Brylle Girang: Alright.
46 00:09:22.460 ⇒ 00:09:25.929 Pranav: just delete it. I don’t really know why it’s there.
47 00:09:26.320 ⇒ 00:09:26.830 Samuel Roberts: Yeah.
48 00:09:27.100 ⇒ 00:09:30.390 Pranav: We can just decide if it makes sense to send it over to them.
49 00:09:30.510 ⇒ 00:09:33.119 Pranav: But, yeah, I don’t think it’s really necessary.
50 00:09:34.240 ⇒ 00:09:34.590 Brylle Girang: Okay.
51 00:09:34.590 ⇒ 00:09:39.770 Pranav: But yeah, I agree, B. Yeah, we should probably not be moving this unless…
52 00:09:40.170 ⇒ 00:09:42.459 Pranav: You know, like, just kind of…
53 00:09:42.820 ⇒ 00:09:45.349 Pranav: We shouldn’t be moving it without, like…
54 00:09:46.150 ⇒ 00:09:47.660 Pranav: real reason.
55 00:09:57.460 ⇒ 00:10:01.419 Brylle Girang: Because if we just move timelines, if we just move… can you hear me?
56 00:10:02.170 ⇒ 00:10:03.079 Brylle Girang: I think it was cut off.
57 00:10:04.820 ⇒ 00:10:05.870 Pranav: Yeah, you cut off…
58 00:10:05.870 ⇒ 00:10:06.520 Samuel Roberts: You know?
59 00:10:06.810 ⇒ 00:10:07.370 Pranav: Yeah.
60 00:10:11.030 ⇒ 00:10:11.919 Samuel Roberts: Oh, maybe not.
61 00:10:12.500 ⇒ 00:10:13.270 Pranav: Yeah.
62 00:10:14.220 ⇒ 00:10:15.239 Brylle Girang: Hello? Can you hear me now?
63 00:10:15.240 ⇒ 00:10:17.070 Samuel Roberts: Yeah, now I can, I think you are good.
64 00:10:17.070 ⇒ 00:10:17.470 Brylle Girang: Okay.
65 00:10:17.470 ⇒ 00:10:17.970 Samuel Roberts: again.
66 00:10:17.970 ⇒ 00:10:31.039 Brylle Girang: Okay, yeah, signals getting bad. But yeah, as much as possible, you know, I want to know, like, how we’re failing, and if we just move timelines around, we won’t have a clear picture on that.
67 00:10:31.100 ⇒ 00:10:39.780 Brylle Girang: But I don’t see that happening yet, but I just wanted to make sure that we set that standard. So, from the looks of it.
68 00:10:39.930 ⇒ 00:10:44.129 Brylle Girang: Migration, and then the weekly report. What is this about, again?
69 00:10:45.540 ⇒ 00:10:46.820 Pranav: This, weekly report.
70 00:10:46.820 ⇒ 00:10:47.280 Samuel Roberts: Yeah, I forgot.
71 00:10:48.270 ⇒ 00:11:07.189 Pranav: What I’ve realized here was that… so, I mean, we delivered, like, 3 different reports to them last week, so this just wasn’t, like, a priority. I’m going to make it a priority for this upcoming 2 weeks, and I’m going to expand the scope a little bit for this to make it a real dashboard instead of just, like, a…
72 00:11:08.040 ⇒ 00:11:17.569 Pranav: just, like, a slide, and so I’ve already fully scoped that out, and B, we can talk about that, too, at some point, but…
73 00:11:18.300 ⇒ 00:11:19.850 Pranav: This was…
74 00:11:20.490 ⇒ 00:11:29.419 Pranav: Yeah, I mean, it is something that they have mentioned before, it’s not, like, a priority. I would say this is gonna be super useful,
75 00:11:29.660 ⇒ 00:11:34.690 Pranav: Going… going forward, like, the migration stuff right now is the most important stuff.
76 00:11:34.820 ⇒ 00:11:41.189 Pranav: And so… Yeah, I know we just talked about, like, not moving things, but
77 00:11:41.780 ⇒ 00:11:55.030 Pranav: this question asks… asks, like, weekly report, I think… so, we’ve done a little… I’ve done a… this has been something on my plate. I’ve done, work to just kind of, like, figure out how do we want to do this. It’s really simple.
78 00:11:55.180 ⇒ 00:12:02.290 Pranav: If we just want to maybe ex- extend it to end of… Next week?
79 00:12:03.930 ⇒ 00:12:07.119 Pranav: That makes sense. As well as the thumbs-down analysis.
80 00:12:09.260 ⇒ 00:12:13.280 Samuel Roberts: Are you gonna change that from weekly report to real dashboard? The idea?
81 00:12:13.750 ⇒ 00:12:14.840 Pranav: Yeah. Yeah. Yeah.
82 00:12:14.840 ⇒ 00:12:15.260 Brylle Girang: Yeah.
83 00:12:15.260 ⇒ 00:12:17.240 Samuel Roberts: Okay. Yeah, that makes sense then.
84 00:12:17.580 ⇒ 00:12:27.010 Brylle Girang: That should be better, because, again, if we have the dashboards, I don’t, like, see the benefit of us just sharing the screenshots from those dashboards. They should know
85 00:12:27.310 ⇒ 00:12:30.639 Brylle Girang: Like, how to check their data by themselves.
86 00:12:31.290 ⇒ 00:12:32.020 Brylle Girang: Let me just go.
87 00:12:32.020 ⇒ 00:12:32.440 Pranav: Yes.
88 00:12:33.170 ⇒ 00:12:37.889 Pranav: So we don’t have a dashboard for this, so part of the scope of this,
89 00:12:38.340 ⇒ 00:12:42.650 Pranav: Like, item is going to be creating that dashboard.
90 00:12:42.900 ⇒ 00:12:45.889 Brylle Girang: Yeah, the reports to dashboard.
91 00:12:49.260 ⇒ 00:12:52.649 Brylle Girang: Gotcha, and that should also include, like, the thumbs-down analysis, right?
92 00:12:53.000 ⇒ 00:12:54.519 Pranav: Or maybe we can just…
93 00:12:55.010 ⇒ 00:12:56.669 Brylle Girang: surface fashion.
94 00:13:03.520 ⇒ 00:13:07.719 Brylle Girang: And do we know, like, the main metrics that they want to see?
95 00:13:09.620 ⇒ 00:13:22.629 Pranav: Yeah, these are two things that we discussed exactly. And then I have a list of, like, other ones, too, that I think are gonna be useful. So execution time, just, like.
96 00:13:23.990 ⇒ 00:13:27.939 Pranav: Yeah, I have, like, a list of different dashboards that we can go through.
97 00:13:28.070 ⇒ 00:13:28.950 Pranav: Yeah. Okay.
98 00:13:30.390 ⇒ 00:13:42.999 Brylle Girang: Yeah, let’s make sure that we also add it here, because this is the problem that we have right now with default, where, like, the dashboard creation was completed first, before actually understanding what they want to see.
99 00:13:43.120 ⇒ 00:13:50.819 Brylle Girang: And it creates, you know, confusion on both our ends and the client’s, and we’re delivering something that they’re not really going to use.
100 00:13:52.460 ⇒ 00:13:53.210 Pranav: Yeah.
101 00:13:54.750 ⇒ 00:13:55.340 Brylle Girang: Okay.
102 00:13:55.450 ⇒ 00:13:56.749 Brylle Girang: That makes sense.
103 00:13:57.610 ⇒ 00:14:02.830 Brylle Girang: Alright, gotcha. And, you mentioned something about the linear.
104 00:14:03.060 ⇒ 00:14:12.769 Brylle Girang: projects in the channel, right? Did you have any idea on that, Sam? So I think Pranav’s question was, who charges the tickets here? Is that right?
105 00:14:14.390 ⇒ 00:14:16.059 Samuel Roberts: Yeah, kissing Gustavo.
106 00:14:16.650 ⇒ 00:14:17.040 Pranav: Yeah.
107 00:14:18.090 ⇒ 00:14:32.169 Pranav: Yeah, so basically, the automation brings the ticket into linear. I don’t think it auto-assigns it to anybody, but basically, the client knows that, like, okay, maybe if it’s unassigned, that
108 00:14:32.170 ⇒ 00:14:51.330 Pranav: It’s on her plate to assess whether or not this is something that is missing in the central dock, so that it’s something that ABC needs to take care of, or if it’s something that is existing in the central dock, Andy just didn’t pull it properly. In that case, it gets assigned to Casey or Mustafa or somebody.
109 00:14:51.330 ⇒ 00:15:01.089 Pranav: But then that… I don’t feel like that’s a great system, like, the statuses are not super concrete. Also, I feel like I don’t want anything to just be in linear, unassigned.
110 00:15:01.120 ⇒ 00:15:04.890 Pranav: So, yeah, we’re gonna update that system as well.
111 00:15:05.700 ⇒ 00:15:09.679 Brylle Girang: Gotcha. Also, one thing that’s really bugging me here
112 00:15:09.910 ⇒ 00:15:17.119 Brylle Girang: is the number of the park plugs. Really, the two dues that we have, it’s 326.
113 00:15:17.450 ⇒ 00:15:20.000 Brylle Girang: So, what’s going to be our plan here?
114 00:15:20.500 ⇒ 00:15:31.350 Pranav: Yeah, so this is one thing, when I was, trying to just, like, groom all the tickets in linear, like, I saw this, and I was like, okay, this is definitely something we need to talk about.
115 00:15:31.470 ⇒ 00:15:35.290 Pranav: I am… I’m unaware of, like, how to assess
116 00:15:35.670 ⇒ 00:15:41.199 Pranav: Because a lot of these are assigned to, the client, right? .
117 00:15:41.200 ⇒ 00:15:44.720 Samuel Roberts: Yeah, they’re just not… Do anything with them, is that what it… yeah.
118 00:15:44.940 ⇒ 00:16:01.959 Pranav: Yeah, so I just have a meeting with them today, I’m wondering, like, I’m just gonna ask them, like, hey, there’s, like, a bunch of tickets in here, we’re really trying to, like, you know, groom all these tickets, like, what are the statuses of these? Like, are these good to just delete, because they’ve already been taken care of, or are they just, like.
119 00:16:02.070 ⇒ 00:16:04.729 Pranav: You know, they’re stuck in the backlog on y’all’s end.
120 00:16:06.030 ⇒ 00:16:09.450 Samuel Roberts: A lot of them look really, like, we’re going back to January, December.
121 00:16:09.970 ⇒ 00:16:12.019 Pranav: December, November, like…
122 00:16:12.020 ⇒ 00:16:20.540 Samuel Roberts: Yeah, I imagine a clean sweep, like, restart with the new central doxa migration is probably not a bad…
123 00:16:20.690 ⇒ 00:16:27.040 Samuel Roberts: like… these things may be relevant still, but I feel like we’ll either… See that?
124 00:16:28.480 ⇒ 00:16:28.880 Pranav: Yeah.
125 00:16:28.880 ⇒ 00:16:31.970 Samuel Roberts: Yeah, like, yeah, like this one they just made a comment on.
126 00:16:35.120 ⇒ 00:16:36.290 Brylle Girang: Do we have a way?
127 00:16:36.290 ⇒ 00:16:37.090 Samuel Roberts: they didn’t…
128 00:16:37.380 ⇒ 00:16:44.310 Brylle Girang: Do we have a way, like, to fish out the duplicates here? Because I’m pretty sure that they’re… since these are unresolved.
129 00:16:45.920 ⇒ 00:16:54.490 Brylle Girang: ABC was not… we’re not able to update these tickets, and there’s a chance that more agents submitted the same feedback. Is that, like, a possibility?
130 00:16:55.670 ⇒ 00:16:57.900 Pranav: Definitely a possibility.
131 00:16:59.030 ⇒ 00:17:05.080 Pranav: Yeah. And a lot of them, like Sam said, like, they could just be not relevant anymore because of…
132 00:17:05.089 ⇒ 00:17:05.619 Brylle Girang: Yeah.
133 00:17:05.859 ⇒ 00:17:13.009 Pranav: Future tickets that were already resolved, and now these are just stuck in the backlog, but they actually don’t apply anymore.
134 00:17:13.589 ⇒ 00:17:14.389 Samuel Roberts: Yeah.
135 00:17:14.740 ⇒ 00:17:16.460 Pranav: So, maybe it’s worth, like…
136 00:17:16.599 ⇒ 00:17:30.879 Pranav: you know, we spend, like, a few days, and, like, I can talk to the… talk to the client about this, like, hey, like, we’re… we’re updating this process so that, like, things move along quicker, nothing gets stuck in the backlog.
137 00:17:31.780 ⇒ 00:17:40.849 Pranav: with that, we should groom what we currently have right now. Let’s… give us, like, maybe… we’ll spend a few weeks, or a week of, like.
138 00:17:41.270 ⇒ 00:17:48.720 Pranav: assessing which one of these pieces of feedback still are unresolved and are still necessary.
139 00:17:48.850 ⇒ 00:17:53.679 Pranav: Basically, the central doc hasn’t made these changes yet, and…
140 00:17:54.030 ⇒ 00:17:59.160 Pranav: We can then delete all of the other, items in here that, you know.
141 00:17:59.480 ⇒ 00:18:04.010 Pranav: Basically just became, like, just stale.
142 00:18:06.910 ⇒ 00:18:07.620 Samuel Roberts: Yeah.
143 00:18:08.920 ⇒ 00:18:10.130 Brylle Girang: Okay, can that be…
144 00:18:10.130 ⇒ 00:18:11.179 Samuel Roberts: it’s supposed to.
145 00:18:11.580 ⇒ 00:18:14.269 Brylle Girang: I think that can be part of our goals for this week.
146 00:18:14.380 ⇒ 00:18:14.940 Brylle Girang: Right?
147 00:18:14.940 ⇒ 00:18:15.510 Pranav: Yeah.
148 00:18:15.770 ⇒ 00:18:16.780 Pranav: Okay. Yep.
149 00:18:17.030 ⇒ 00:18:27.170 Brylle Girang: Yeah, because I’m really worried that, you know, once we build more concrete reporting processes into how we handle linear tickets, then this will totally blow up.
150 00:18:27.300 ⇒ 00:18:28.890 Brylle Girang: our numbers for ABC.
151 00:18:30.020 ⇒ 00:18:36.210 Brylle Girang: No, no, maybe we can start with, you know, cleaning this up via using cursor, check for duplicates.
152 00:18:36.360 ⇒ 00:18:37.470 Brylle Girang: A chatter up.
153 00:18:38.080 ⇒ 00:18:47.520 Brylle Girang: That should… as much as possible, let’s give ABC, like, a cleaner slate, so that it won’t take them longer to get back to us with the updates.
154 00:18:48.160 ⇒ 00:18:50.139 Pranav: That, that’s a… yeah, yeah.
155 00:18:52.600 ⇒ 00:19:03.409 Brylle Girang: Alright, gotcha. Okay, I think we can start working through the two to three goals that we need this week. So, first one, and the most important one, is the usage.
156 00:19:03.570 ⇒ 00:19:05.870 Brylle Girang: part of it? Like, how can we…
157 00:19:06.910 ⇒ 00:19:17.580 Brylle Girang: I think first thing is, how can we measure usage effectively? And that should be through the real dashboards, but we need some concrete deliverable for this week.
158 00:19:17.930 ⇒ 00:19:21.430 Brylle Girang: And then, how can we push the adoption?
159 00:19:21.590 ⇒ 00:19:25.290 Brylle Girang: of… Andy, to the APC team.
160 00:19:26.170 ⇒ 00:19:43.789 Brylle Girang: I’m guessing that should be, you know, that’s not going to be entirely upon us, because we can’t really tell the agents to use ANDI, it’s going to be their responsibility, but at least give the ABC team the tools that they need to understand who’s failing, what’s failing, and…
161 00:19:43.930 ⇒ 00:19:51.129 Brylle Girang: maybe give some ideas on how… how they can push adoption. Ota made a good point last meeting that
162 00:19:51.630 ⇒ 00:20:02.070 Brylle Girang: If we call out ABC as much as possible, let’s call out specific names or departments, because that would give the leaders, like, more actionable insights, right?
163 00:20:02.070 ⇒ 00:20:02.520 Samuel Roberts: Hmm.
164 00:20:02.520 ⇒ 00:20:06.020 Brylle Girang: if we just tell them, hey, nobody’s using Andy.
165 00:20:06.730 ⇒ 00:20:07.330 Pranav: Yep.
166 00:20:07.330 ⇒ 00:20:14.030 Brylle Girang: who’s not using Andy? Who should I shout at? Those will be their questions. So if you just.
167 00:20:14.030 ⇒ 00:20:14.670 Pranav: Yep.
168 00:20:14.670 ⇒ 00:20:16.630 Brylle Girang: If we could, like, get…
169 00:20:17.020 ⇒ 00:20:27.380 Brylle Girang: some sort of mapping. I’m not sure if they will be sharing this, but maybe a manager mapping out of these agents who’s reporting to what manager?
170 00:20:28.170 ⇒ 00:20:34.900 Brylle Girang: They’re not using Andy, this managerial group is doing amazing, they’re fully utilizing Andy, etc.
171 00:20:35.580 ⇒ 00:20:40.920 Pranav: Yeah, if we can get even further granularity about, like, the… yeah, trainer, so it’s like…
172 00:20:41.270 ⇒ 00:20:49.600 Pranav: And Sam, correct me if I’m wrong, but it’s, like, trainers are, like, the high, like, higher, or it’s, like, Janice, then trainers, and then CSRs, right? So, like.
173 00:20:49.600 ⇒ 00:20:54.839 Samuel Roberts: I believe so, yeah. Amber, Amber has better clarity than that, because she did trainings with the trainers and stuff.
174 00:20:55.000 ⇒ 00:21:00.089 Samuel Roberts: So, she has better context. You might even know the people by name, and you might be able to build that map.
175 00:21:00.810 ⇒ 00:21:01.130 Pranav: Yeah.
176 00:21:02.310 ⇒ 00:21:03.920 Brylle Girang: Yeah, there should be lots.
177 00:21:05.760 ⇒ 00:21:06.390 Pranav: lost.
178 00:21:06.390 ⇒ 00:21:19.970 Brylle Girang: lots of factors that we can consider. The tenure of the agents, are the ones using Andy? Are there newly hires? Is this, like, a new tool adoption issue for the tenured ones, etc?
179 00:21:20.890 ⇒ 00:21:25.200 Brylle Girang: Yeah, I think we have lots of playground on that, and…
180 00:21:25.520 ⇒ 00:21:32.969 Brylle Girang: If we just push adoption, we’ll get higher tiers, we’ll get higher pay for Mandy. Right.
181 00:21:32.970 ⇒ 00:21:36.530 Pranav: Yeah, let me send over these docs.
182 00:21:36.670 ⇒ 00:21:37.770 Pranav: B?
183 00:21:38.380 ⇒ 00:21:38.980 Brylle Girang: Okay.
184 00:21:42.470 ⇒ 00:21:54.320 Pranav: Yeah, and that’s one thing I did consider, which was, like, the actionable insights. Like, not just, like, hey, we’re seeing low usage within a department. We’re saying, like, okay, let’s categorize the specific
185 00:21:54.320 ⇒ 00:22:05.050 Pranav: things that were talked… that the CSRs were not using ANDI for, that they could have used ANDI for, and gotten a response. So that’s… that’s, like, a big, part of…
186 00:22:05.090 ⇒ 00:22:06.250 Pranav: what I scoped.
187 00:22:08.030 ⇒ 00:22:09.410 Pranav: One
188 00:22:32.130 ⇒ 00:22:35.570 Pranav: Okay, yeah, I just sent, like, the compressed, like.
189 00:22:35.920 ⇒ 00:22:45.140 Pranav: 3, 4 files. There’s… there’s 4 files in there, only 3 of them are for the… the 3 things I scoped out. One of them is just, like, an additional estimate thing.
190 00:22:45.340 ⇒ 00:22:53.339 Pranav: But, yeah, B, the one that you were specifically talking about right now is the transcripts one, so…
191 00:22:53.940 ⇒ 00:23:03.329 Pranav: I’m hoping to be able to get the transcripts from all the CSR’s conversations.
192 00:23:03.330 ⇒ 00:23:03.940 Brylle Girang: Yep.
193 00:23:03.940 ⇒ 00:23:16.639 Pranav: they’ll be organized in… they can be organized in multiple different ways, like you said, like, based on tenure, based on, department is what I thought of. And then within that, we can do, like, managers as well. But,
194 00:23:17.890 ⇒ 00:23:30.540 Pranav: And then what we’re gonna do for those transcripts is assess, like, okay, what are the topics of conversation? And then basically evaluating what
195 00:23:30.780 ⇒ 00:23:34.049 Pranav: like, if that topic of conversation was just asked to Andy.
196 00:23:34.480 ⇒ 00:23:37.679 Pranav: what is our response that we would have given? And…
197 00:23:38.170 ⇒ 00:23:40.080 Pranav: What we can do there is…
198 00:23:40.290 ⇒ 00:23:58.160 Pranav: we can ask… we can see, like, for some CSRs, if they maybe did probably use ANDI, and they did validate that it was the right answer, then we can easily tell them, like, hey, another CSR asked the same exact question, you didn’t. This CSR got the right answer. If you just used Andy, you would have got the right answer. You wouldn’t have had to do the research.
199 00:23:58.450 ⇒ 00:24:02.119 Pranav: So then, that’s one case scenario. We can also, like.
200 00:24:02.120 ⇒ 00:24:03.900 Samuel Roberts: Something, I’m sorry.
201 00:24:04.920 ⇒ 00:24:05.839 Pranav: I was just gonna say that.
202 00:24:05.840 ⇒ 00:24:07.140 Samuel Roberts: Yeah, finish what you’re saying, yeah.
203 00:24:07.140 ⇒ 00:24:21.749 Pranav: Yeah, yeah, there’s also gonna be, like, scenarios where they… maybe… nobody’s ever used Andy for this, but we actually are supporting it, and so we can basically, yeah, create a report that just shows the response that Andy gave, and…
204 00:24:21.940 ⇒ 00:24:35.799 Pranav: we’ll just validate it with the client, like, hey, this looks like it’s the right response, can you validate that it is the right response? We show that to Janiece and team, and we have the bi-weekly trainers meeting, where they can also
205 00:24:35.800 ⇒ 00:24:47.140 Pranav: you know, take a look at all this. We can create, probably, individual, real dashboards or some type of reporting to, like, help them validate it for us, that these are the right answers.
206 00:24:47.150 ⇒ 00:24:50.359 Pranav: And then, at the end of that, what’s gonna come up is, like, okay.
207 00:24:50.410 ⇒ 00:24:59.020 Pranav: There are all of these different questions that CSRs are asking, and they all fall within, like, 3 different statuses.
208 00:24:59.020 ⇒ 00:25:11.059 Pranav: One status is gonna be, like, super case-by-case basis, it’s not really something that the… that Andy should ever be supporting, at least in the scope of, like, things right now. That’s gonna be a subset of things.
209 00:25:11.390 ⇒ 00:25:24.599 Pranav: Another one is gonna be, this is something where Andy is lacking, we want Andy to be able to answer. And so, in that situation, like, okay, that’s good feedback for us, to then potentially create, like, a triage ticket.
210 00:25:24.740 ⇒ 00:25:36.620 Pranav: Then the third group, which is what we’re gonna report to them about, like, hey, your CSR should be using Andy for this right now, is questions that they didn’t use Andy for, but Andy was giving the right answer.
211 00:25:39.230 ⇒ 00:25:45.390 Pranav: And then also another deliverable for that is, like, the top 10 things that, we’ve seen that
212 00:25:45.660 ⇒ 00:25:56.410 Pranav: Andy, or CSRs are asking, or CSRs are researching on their own that they could have used Andy for. And so that’ll be an easy, like, like, dashboard to build on top of this.
213 00:25:57.440 ⇒ 00:25:58.160 Brylle Girang: Gotcha.
214 00:26:00.040 ⇒ 00:26:00.840 Brylle Girang: Okay.
215 00:26:04.450 ⇒ 00:26:07.819 Brylle Girang: So, we’re also going to use the transcripts, like, to map
216 00:26:08.000 ⇒ 00:26:10.540 Brylle Girang: People to their departments, is that right?
217 00:26:11.910 ⇒ 00:26:14.129 Pranav: I think we already have that mapping.
218 00:26:16.250 ⇒ 00:26:19.330 Samuel Roberts: Yeah, the transcripts won’t help us map, I don’t think. It’ll just… we’ll know.
219 00:26:19.330 ⇒ 00:26:19.830 Brylle Girang: Yeah.
220 00:26:20.100 ⇒ 00:26:25.680 Samuel Roberts: specific calls from CSRs, which we could correlate with Andy usage, I believe.
221 00:26:26.320 ⇒ 00:26:27.199 Brylle Girang: Okay, okay, okay.
222 00:26:27.200 ⇒ 00:26:28.219 Samuel Roberts: That’s about it.
223 00:26:28.220 ⇒ 00:26:39.899 Brylle Girang: That makes sense. I thought we were going to use the transcripts, and I thought that that might be too much of a work, just to try to figure out the usage per department, but that makes sense.
224 00:26:39.900 ⇒ 00:26:40.799 Samuel Roberts: Oh, yeah.
225 00:26:41.100 ⇒ 00:26:42.249 Brylle Girang: We should’ve didn’t. Okay.
226 00:26:42.790 ⇒ 00:26:44.610 Samuel Roberts: I think what, what,
227 00:26:45.010 ⇒ 00:26:53.190 Samuel Roberts: Jen, what Yvette has talked about several times is doing that kind of correlation. She wants to see, like, you know, show…
228 00:26:53.470 ⇒ 00:27:03.869 Samuel Roberts: the CSR is like, here’s an example of, like, Andy usage being helpful, and here’s where you could have used it to try to improve that usage. I think the transcripts would be good for that.
229 00:27:04.220 ⇒ 00:27:06.170 Brylle Girang: Yeah, definitely. Okay.
230 00:27:06.490 ⇒ 00:27:14.010 Brylle Girang: I’m just curious, like, isn’t Omni, like, a good solution for this?
231 00:27:14.250 ⇒ 00:27:16.070 Brylle Girang: When it comes to the reporting stuff.
232 00:27:17.040 ⇒ 00:27:30.439 Pranav: That’s one thing I asked, Utam too, and that was something that I think was discussed in the past, but my fear right now is… okay, so with real dashboards, they’re really easy to spin up. Probably the same with Omni.
233 00:27:30.620 ⇒ 00:27:40.359 Pranav: I don’t want to put them through another migration right now, is how I’m thinking. Because we were migrating for 4 months, and if I tell them, hey, now let’s migrate real to Omni.
234 00:27:40.380 ⇒ 00:27:41.630 Samuel Roberts: Depending on…
235 00:27:41.930 ⇒ 00:27:50.730 Pranav: it’s just, I don’t think it’s a great idea, and also… but I haven’t touched Omni as much, so I’m thinking, like, okay, when is the payoff?
236 00:27:51.040 ⇒ 00:27:59.000 Pranav: really, like, when are we gonna start… is it gonna be, like, that much easier to create dashboards in Omni than it is with Reel?
237 00:27:59.770 ⇒ 00:28:06.240 Pranav: So, if that’s not the case, then I think we just continue with Rel for now. Maybe down the line, we can just migrate everything to Omni.
238 00:28:06.240 ⇒ 00:28:07.170 Brylle Girang: Yeah, yeah.
239 00:28:07.170 ⇒ 00:28:13.230 Samuel Roberts: Yeah, I think for now it’s fine. I think… I’m not even sure what, like, real benefit… I don’t know if they’re looking to, like…
240 00:28:13.470 ⇒ 00:28:25.349 Samuel Roberts: dig into the data as much, or have us dig in for them and show them. Like, I think they want to see everything, but I don’t know if, you know, Yvette or Janice are going to be digging in using Omni and, like, all the features that it has there for…
241 00:28:25.840 ⇒ 00:28:28.120 Samuel Roberts: Doing that kind of analysis themselves or not.
242 00:28:29.860 ⇒ 00:28:30.290 Pranav: Yeah.
243 00:28:30.290 ⇒ 00:28:32.759 Brylle Girang: Yeah, that makes sense. Okay, gotcha.
244 00:28:33.220 ⇒ 00:28:40.230 Pranav: Yeah, part of these, like, reporting dashboards are for us to just be able to easily show them reports. Right.
245 00:28:40.500 ⇒ 00:28:46.369 Pranav: I don’t… like, with the… with… with Rill right now, they’re not using it day-to-day.
246 00:28:46.600 ⇒ 00:28:56.309 Pranav: And I know that because a lot of it’s broken, and they’re not talking about it. And we’re just displaying the usage every week.
247 00:28:56.310 ⇒ 00:29:07.220 Pranav: And so, they like seeing the data. They’re not as analytical to want to go into REL and, like, check each of these small things.
248 00:29:07.880 ⇒ 00:29:11.540 Pranav: So… That is just something I’ve noticed so far.
249 00:29:12.780 ⇒ 00:29:14.670 Brylle Girang: Yeah, that’s a problem.
250 00:29:17.350 ⇒ 00:29:18.730 Pranav: We should train them to.
251 00:29:18.730 ⇒ 00:29:19.180 Samuel Roberts: They’re not going.
252 00:29:21.610 ⇒ 00:29:25.750 Brylle Girang: Yeah, I mean… If they’re not looking at the data, Oh, it works.
253 00:29:25.750 ⇒ 00:29:29.510 Samuel Roberts: That’s why we have the weekly meeting. I think that we show them the data, we do that. Like, I think it’s kind of…
254 00:29:30.610 ⇒ 00:29:46.920 Samuel Roberts: on us to justify that a little bit, until it’s more evident. You know what I mean? Like, we need to show the CSRs it’s useful, we need to show them that, and I think Yvette and Janiece just want to see the usage. I don’t think they’re… as we start digging into the transcripts and doing more stuff, they might be more interested, but I don’t see them really doing a ton of analysis on it.
255 00:29:48.350 ⇒ 00:29:50.320 Samuel Roberts: I think they have a lot of other stuff on their plate.
256 00:29:50.530 ⇒ 00:29:55.690 Pranav: it’s a little different than Lilo, where, like, Lilo, like, they were in the weeds, like, they really wanted…
257 00:29:55.690 ⇒ 00:29:56.060 Samuel Roberts: and so…
258 00:29:56.450 ⇒ 00:30:10.440 Pranav: drive too much, I would say. With them, they don’t drive at all. They just kind of… they really understand, like, the CSR stuff, but they just kind of trust that we’re doing what is necessary.
259 00:30:11.020 ⇒ 00:30:16.820 Pranav: But then, one thing that Yvette has mentioned is just, like, hey, like, I just want a little bit more, like.
260 00:30:17.500 ⇒ 00:30:25.590 Pranav: it was just purely just, like, what is the AI doing in a way that I can describe it to other people? And, like, and also…
261 00:30:25.810 ⇒ 00:30:29.010 Pranav: what are you guys working on right now in a way that I can describe it to other people?
262 00:30:29.150 ⇒ 00:30:34.010 Pranav: So, like, that’s what they really find to be, like, useful.
263 00:30:38.260 ⇒ 00:30:42.450 Brylle Girang: Yeah, okay. Give me time to review, like, the…
264 00:30:42.920 ⇒ 00:30:52.210 Brylle Girang: the proposals that you’re going to make, Pranav, before tomorrow. I think they’re amazing, and I just want to make sure that I read all throughout them.
265 00:30:52.440 ⇒ 00:31:01.260 Brylle Girang: And then, maybe you can send, like, our goals for this week over to our channel, and maybe to the external channel, too.
266 00:31:01.430 ⇒ 00:31:02.579 Brylle Girang: Using the kickoff.
267 00:31:02.960 ⇒ 00:31:04.840 Brylle Girang: command. Would that work? Yeah.
268 00:31:05.000 ⇒ 00:31:11.730 Pranav: they don’t use the external channel at all. Like, Yvette and Janiece, like, they literally don’t even have Slack downloaded.
269 00:31:11.850 ⇒ 00:31:14.970 Pranav: So, I just send it via email.
270 00:31:15.320 ⇒ 00:31:16.410 Brylle Girang: Okay, that works.
271 00:31:16.900 ⇒ 00:31:17.650 Pranav: Yep.
272 00:31:17.940 ⇒ 00:31:20.109 Brylle Girang: Alright, thank you, Sam. Thank you, Pranab.
273 00:31:20.480 ⇒ 00:31:22.000 Pranav: B, one question.
274 00:31:22.000 ⇒ 00:31:22.870 Brylle Girang: Oh, sure.
275 00:31:22.870 ⇒ 00:31:24.500 Pranav: How can I,
276 00:31:24.700 ⇒ 00:31:31.519 Pranav: track, like, cursor usage, because I was banging out, like, prompts this weekend using those skills. I just want to see, I’m just curious.
277 00:31:31.520 ⇒ 00:31:38.769 Brylle Girang: Yeah, I actually just prepared the cursory usage report for the last two weeks, so you should see it in the ocean soon.
278 00:31:38.880 ⇒ 00:31:40.579 Brylle Girang: And at the same time
279 00:31:40.700 ⇒ 00:31:49.219 Brylle Girang: We’re trying more ways to, like, actually quantify how we use cursor, what skills are we using, etc. So that should be coming up.
280 00:31:50.080 ⇒ 00:31:51.540 Pranav: Nice. Cool, cool.
281 00:31:51.760 ⇒ 00:31:53.220 Brylle Girang: Alright. Thank you, everyone.
282 00:31:53.610 ⇒ 00:31:54.150 Pranav: See you guys.
283 00:31:54.150 ⇒ 00:31:54.730 Samuel Roberts: Have a good one.