Meeting Title: Andy Usage and Triage System Sync Date: 2026-05-04 Meeting participants: Pranav, read.ai meeting notes, JanieceGarcia, YvetteRuiz
WEBVTT
1 00:01:14.580 ⇒ 00:01:15.690 JanieceGarcia: Good morning!
2 00:01:18.170 ⇒ 00:01:19.329 Pranav: Hey, Janice, good morning.
3 00:01:20.580 ⇒ 00:01:22.060 JanieceGarcia: How are you feeling?
4 00:01:22.340 ⇒ 00:01:28.649 Pranav: I’m good, I’m good. My allergies are, you know, they’re kicking my butt, but I’m used to that at this point.
5 00:01:28.650 ⇒ 00:01:29.850 JanieceGarcia: Yup, yup.
6 00:01:30.910 ⇒ 00:01:34.159 JanieceGarcia: You know, my son was… my youngest son was sick all weekend.
7 00:01:34.630 ⇒ 00:01:38.599 Pranav: Oh, really? Yeah, there’s also, like, I think it’s just that season, right?
8 00:01:38.820 ⇒ 00:01:39.759 JanieceGarcia: It is.
9 00:01:39.760 ⇒ 00:01:40.380 Pranav: Oh.
10 00:01:40.380 ⇒ 00:01:42.189 JanieceGarcia: Every time the weather changes.
11 00:01:43.440 ⇒ 00:01:44.090 Pranav: Yeah.
12 00:01:44.320 ⇒ 00:02:02.900 Pranav: And I think, what I’ve heard about Texas right now is just… it’s like an unprecedented amount of, like, rain. Like, I’m not used to, actually, when I was in Austin, like, usually it would, like, rain for, like, an hour, and it would rain, like, pretty hard, and then it would go away. It’s been, like, raining for, like, non-stop, at least, it feels like, the last, like, couple weeks.
13 00:02:03.430 ⇒ 00:02:09.400 JanieceGarcia: It has, and what’s weird is, like, it’s all in one day, and then it stops, and then it comes back, and I’m like…
14 00:02:11.560 ⇒ 00:02:15.760 Pranav: Yeah, it’s so interesting. Yeah, I’m not used to that in Austin at all.
15 00:02:16.990 ⇒ 00:02:22.070 JanieceGarcia: And I guess, supposedly, we’re supposed to get some more rain, but we’ll see. We never know when.
16 00:02:29.030 ⇒ 00:02:31.339 Pranav: Let me check if, you have that…
17 00:02:32.010 ⇒ 00:02:36.439 Pranav: Oh, Yvette did not accept this. I’m not sure if she’ll be making it.
18 00:02:56.060 ⇒ 00:03:02.590 Pranav: Anything triage ticket related? There was a few notes that I had, but I was wondering if anything’s top of mind for you.
19 00:03:03.060 ⇒ 00:03:09.940 JanieceGarcia: Let me see… on Friday, I didn’t get to touch very much of them, only because we…
20 00:03:10.150 ⇒ 00:03:14.849 JanieceGarcia: Had rain on Friday, so we were extra busy.
21 00:03:15.110 ⇒ 00:03:15.690 Pranav: Totally.
22 00:03:20.040 ⇒ 00:03:22.580 JanieceGarcia: So, not really that I have.
23 00:03:23.010 ⇒ 00:03:26.190 Pranav: Okay, yeah, on my end,
24 00:03:27.140 ⇒ 00:03:37.669 Pranav: And I know you… how you kind of, like, work through the triage tickets, which makes a lot of sense to me, is, in batches, you know? I don’t think it’s, like, a daily thing that you, like, process through, right?
25 00:03:37.790 ⇒ 00:03:38.310 Pranav: Yeah.
26 00:03:38.310 ⇒ 00:03:44.889 JanieceGarcia: I try to hit them each day, I definitely do try to hit them each day and see what I have.
27 00:03:45.130 ⇒ 00:03:49.520 JanieceGarcia: It just… it depends on… the day itself.
28 00:03:49.770 ⇒ 00:03:50.540 Pranav: Totally.
29 00:03:51.380 ⇒ 00:03:57.450 Pranav: Can I see, like, the… how you interface through the triage tickets, like, on linear?
30 00:03:58.210 ⇒ 00:04:03.020 Pranav: I know we sent you a link before, but if you could just show me, like, what that looks like from your end?
31 00:04:07.240 ⇒ 00:04:08.680 JanieceGarcia: This is what I have.
32 00:04:11.330 ⇒ 00:04:15.840 Pranav: Gotcha. If you click on All Issues at the top, not just Active.
33 00:04:17.029 ⇒ 00:04:24.780 Pranav: Yeah, okay. So this is where there’s, like, a ton more that, like, has come in in just, like, the last, couple weeks.
34 00:04:25.410 ⇒ 00:04:32.140 Pranav: So that’s not on you, that’s… I think that’s on us for… we need to make sure that it’s inactive for you.
35 00:04:32.260 ⇒ 00:04:38.060 Pranav: But I think for now, I know you probably have, like, it bookmarked or something, right?
36 00:04:38.620 ⇒ 00:04:46.179 JanieceGarcia: I do, I do, but then I will go through, because I use my filter and just see what’s actually assigned to me.
37 00:04:46.330 ⇒ 00:04:46.940 Pranav: Yup.
38 00:04:47.140 ⇒ 00:04:47.960 Pranav: Okay.
39 00:04:49.700 ⇒ 00:04:53.700 JanieceGarcia: So, and that’s how I’ll get… Mine.
40 00:04:53.860 ⇒ 00:04:55.100 JanieceGarcia: For what I have.
41 00:04:56.330 ⇒ 00:04:58.380 Pranav: Yeah, interesting. Yeah.
42 00:05:00.920 ⇒ 00:05:02.629 Pranav: Yeah, cause on our end…
43 00:05:03.700 ⇒ 00:05:09.150 Pranav: There’s still a lot that is, like, sent into triage, that’s why. So it’s not in to-do.
44 00:05:09.700 ⇒ 00:05:12.340 Pranav: Okay, so, like, if you go into triage on the left.
45 00:05:15.850 ⇒ 00:05:25.039 Pranav: You’ll see all of these tickets as well. And these ones are technically assigned to you as well, because they’re just, they’re the beginning of the funnel for triage.
46 00:05:25.760 ⇒ 00:05:34.890 Pranav: There’s a few at the bottom that are, you know, older, maybe assigned to somebody else. But, these ones from, like, the last, yeah, 13 days and, sooner.
47 00:05:35.320 ⇒ 00:05:39.570 Pranav: Those are… those are yours as well.
48 00:05:40.560 ⇒ 00:05:50.360 Pranav: But now I understand what the issue is. It’s, like, two different views. What we’ll do is we’ll make sure that in that all issues view that you were just at before this.
49 00:05:50.550 ⇒ 00:05:53.079 Pranav: All of these tickets will populate for you.
50 00:05:53.770 ⇒ 00:05:57.810 JanieceGarcia: Okay, so these aren’t the ones that actually go through and…
51 00:05:58.160 ⇒ 00:06:01.860 JanieceGarcia: auto-assigned to who they are, so I still need to go through these tickets?
52 00:06:03.960 ⇒ 00:06:06.550 Pranav: Were they auto-signing before?
53 00:06:06.930 ⇒ 00:06:12.770 JanieceGarcia: Because I thought I didn’t have to go through the triage tickets anymore and pull in what these
54 00:06:13.610 ⇒ 00:06:15.599 JanieceGarcia: What this is, and assign them.
55 00:06:17.500 ⇒ 00:06:21.429 Pranav: So, yeah, I mean, the automations that we built were for, like.
56 00:06:21.890 ⇒ 00:06:27.229 Pranav: Rep… like, if there’s duplicate information, or if there’s,
57 00:06:27.880 ⇒ 00:06:38.759 Pranav: conflicting information, and then we also, like, figure out where in the document itself to insert it. But in terms of assigning them itself, that part is still manual for right now.
58 00:06:38.760 ⇒ 00:06:39.380 JanieceGarcia: Okay.
59 00:06:39.640 ⇒ 00:06:55.980 Pranav: I mean, I have, like, that’s actually one thing I wanted to talk to you and Yvette about, is, like, next stage for how we can automate this process, and that’s… that’s exactly one of them. How can we just end-to-end automate a lot of these things? So, yeah, one example is once they get into this triage
60 00:06:55.980 ⇒ 00:07:00.540 Pranav: section. How do we just assign it to the right person? Because, you know, I think…
61 00:07:00.740 ⇒ 00:07:06.480 Pranav: What you’ll do is probably you’ll just look into this, see which department it’s, it’s part of, and then just assign it to the relevant.
62 00:07:06.480 ⇒ 00:07:07.849 JanieceGarcia: sign it. Right.
63 00:07:07.850 ⇒ 00:07:12.849 Pranav: Yeah, so, I mean, that’s… that’s super simple automation that we could build.
64 00:07:13.600 ⇒ 00:07:19.609 Pranav: Yeah, but for right now, this is still… these tickets here, you just have to, like, look at, and then just assign them out.
65 00:07:20.980 ⇒ 00:07:21.550 JanieceGarcia: Okay.
66 00:07:21.900 ⇒ 00:07:22.580 Pranav: Yep.
67 00:07:23.190 ⇒ 00:07:25.669 JanieceGarcia: I can do that, Ben, that’s not… that’s not hard at all.
68 00:07:26.050 ⇒ 00:07:26.710 Pranav: Okay.
69 00:08:08.390 ⇒ 00:08:09.120 JanieceGarcia: Darn.
70 00:08:09.940 ⇒ 00:08:12.950 JanieceGarcia: Other than that, that’s… We’ve been…
71 00:08:13.180 ⇒ 00:08:15.489 JanieceGarcia: Crazy busy right now with reschedules.
72 00:08:17.570 ⇒ 00:08:18.440 Pranav: Makes sense.
73 00:08:20.890 ⇒ 00:08:28.580 JanieceGarcia: And I’ve noticed, because I did look at Real this morning as well, So, last week…
74 00:08:29.300 ⇒ 00:08:34.390 JanieceGarcia: Like, the 27th through the 2nd, our usage was 902.
75 00:08:34.740 ⇒ 00:08:36.020 JanieceGarcia: interaction?
76 00:08:38.370 ⇒ 00:08:38.760 Pranav: well.
77 00:08:38.760 ⇒ 00:08:42.320 JanieceGarcia: Not bad. Yeah, that’s actually up.
78 00:08:42.320 ⇒ 00:08:42.909 Pranav: Yeah.
79 00:08:44.250 ⇒ 00:08:46.470 JanieceGarcia: And… Go ahead.
80 00:08:46.970 ⇒ 00:08:49.800 Pranav: Sorry, the monthly usage? I’m curious.
81 00:08:50.650 ⇒ 00:08:58.260 JanieceGarcia: The monthly usage… I didn’t pull that. Let me see what it is. And I’ll just do the 1st through the 30th of April.
82 00:08:59.610 ⇒ 00:09:00.670 Pranav: Yeah, that makes sense.
83 00:09:03.930 ⇒ 00:09:06.939 JanieceGarcia: Total exchanges was $3.4 thousand.
84 00:09:08.260 ⇒ 00:09:13.130 Pranav: 3.4. Is that with, the test user enabled or disabled?
85 00:09:13.360 ⇒ 00:09:16.860 JanieceGarcia: You know what? Nope, it’s not filtered, hold on.
86 00:09:17.490 ⇒ 00:09:18.110 Pranav: program.
87 00:09:19.280 ⇒ 00:09:20.260 Pranav: Hey, Yvette.
88 00:09:20.260 ⇒ 00:09:25.520 YvetteRuiz: Hey, good morning, sorry I’m late, trying to get myself caught up for my nene.
89 00:09:31.640 ⇒ 00:09:33.259 YvetteRuiz: You feeling better?
90 00:09:34.190 ⇒ 00:09:36.330 Pranav: A little bit, still got the sniffles.
91 00:09:36.330 ⇒ 00:09:37.290 YvetteRuiz: It’s just…
92 00:09:37.560 ⇒ 00:09:42.870 Pranav: So, I am… I’ve gone through this every year for my entire life, so…
93 00:09:42.870 ⇒ 00:09:44.920 YvetteRuiz: Oh, no!
94 00:09:45.280 ⇒ 00:09:51.260 Pranav: This… this part of the year is always, like, I’m… Half there.
95 00:09:51.260 ⇒ 00:09:53.669 YvetteRuiz: I hear ya.
96 00:09:53.870 ⇒ 00:09:54.480 Pranav: Yup.
97 00:10:01.360 ⇒ 00:10:20.069 Pranav: Yeah, so Janiece and I were just talking about the triage system. We’ve had a few good conversations, Yvette, that I think… I’m not sure, Janiece, if you kind of brought Yvette into the loop and some of that stuff, but basically what I’ve been able to do is just, like, talk to the trainers with Janiece, and…
98 00:10:20.160 ⇒ 00:10:39.020 Pranav: get their… find the gaps in a lot of different things. So, with Andy Usage, how they can be taking advantage of the real dashboard to assess, okay, not just what is the overall usage for a given week, but also what are the inputs, what are the outputs that they’re seeing as well.
99 00:10:39.400 ⇒ 00:10:51.050 Pranav: So, yeah, things of that nature, we’ve been able to fill in the gaps, which has been good. Also, I think a good thing that we were able to figure out last week was, the gaps with the new triage system that we set up with, like, the CDC co-pilot.
100 00:10:51.260 ⇒ 00:11:09.110 Pranav: And so now the trainers, too, I think, are… they understand, okay, this is the format for triggering the automations, and it seems like, based on the feedback we got last week, like, it seems like a pretty straightforward process that they do enjoy, which is, you know, that’s great news, like.
101 00:11:09.570 ⇒ 00:11:24.399 Pranav: one thing with, these projects is, like, it’s great on paper, but then adoption is a key part of it, right? Like, and we know it’s not with Andy, right? Like, we’re… we’re all very excited about Andy, you know? Yeah.
102 00:11:24.400 ⇒ 00:11:44.289 Pranav: But getting other people just as excited and to adopt it, actually, is… that’s another beast. So, that’s how I’m thinking about projects going forward, which is why I’m always thinking about, okay, what is the best thing for us to work on right now that’s gonna, you know, bring change?
103 00:11:44.370 ⇒ 00:11:50.279 Pranav: So… Yeah, I’m pretty happy with, how that co-pilot has gone.
104 00:11:50.390 ⇒ 00:12:09.629 Pranav: you know, Janiece and I were just talking about how there’s a few things that could be tweaked. I’m just noticing, too, like, we were just looking at, like, tickets not being in the perfect spot in linear for it to just be as easy as possible. So there’s a few tweaks that we’ll make to that this week, too, but other than that, I think, you know, it’s all just transcripts going forward.
105 00:12:11.050 ⇒ 00:12:26.870 YvetteRuiz: Excellent. Yeah, I’ve seen the chats in there, and no, I have not had a chance to talk to Janiece about any of this, so I don’t… I wasn’t really able to follow what was coming through on that end of it, but I was gonna try to take some time today to read through what all this.
106 00:12:27.780 ⇒ 00:12:28.330 Pranav: Yeah, let’s…
107 00:12:28.330 ⇒ 00:12:38.860 YvetteRuiz: is going back and forth with the usage, sums up, some downs. I’m assuming that’s what we talked about, the data that we were trying to gather? I don’t.
108 00:12:39.670 ⇒ 00:12:45.049 JanieceGarcia: So we could understand and know what’s actually coming in, and are we getting
109 00:12:45.520 ⇒ 00:12:52.600 JanieceGarcia: True feedback with a thumbs up, thumbs down, yes, that is now in there on the reel for us to see.
110 00:12:53.740 ⇒ 00:12:54.609 YvetteRuiz: Okay. Yep.
111 00:12:56.800 ⇒ 00:13:08.819 Pranav: Exactly, yeah. And then there’s that section at the bottom that I think, you know, it’s small, but there’s a lot of good information there about prompts that are given low context. So, one thing that we noticed in one of our
112 00:13:09.150 ⇒ 00:13:27.099 Pranav: calls with, Janice and I, like, a couple trainers, is, we saw that there are some inputs that are very low content. And that’s not always a problem. Sometimes, you know, a user query can be two words, 3 words, but I think if we’re noticing
113 00:13:27.210 ⇒ 00:13:42.880 Pranav: you know, poor… poor usage, then that’s kind of, like, one place that we can be looking at. Okay, there’s… I think, what did it say on Friday? It said, 21 low-context prompts. So there’s 21 instances of people just using 3 words or less.
114 00:13:42.960 ⇒ 00:13:52.120 Pranav: Now, when we look into those, it’s probably totally fine, you know, just like a location and then zip code, that’s really all you need, right? Yeah.
115 00:13:52.780 ⇒ 00:14:01.389 Pranav: So, there’s just a few things there. And then, one other thing that I think is interesting is logs with no thumbs up or thumbs down.
116 00:14:01.760 ⇒ 00:14:20.429 Pranav: we want to still be getting feedback, right? Like, I think, that’s one thing that I would like to stress is, as we keep on getting feedback, that’s the best way that Andy can improve, because, the trainers and the CSRs, they’re gonna be the ones that have the best knowledge of how Andy should operate. So…
117 00:14:21.220 ⇒ 00:14:25.679 Pranav: Being them in the loop of, you know, evaluating the responses is going to be huge.
118 00:14:26.350 ⇒ 00:14:27.580 YvetteRuiz: Yeah, no, for sure.
119 00:14:27.890 ⇒ 00:14:47.009 YvetteRuiz: Well, that’s good. I mean, as long as the trainers are doing what they’re supposed to be doing. I did share with you, I did a survey, and I’m gonna share… I’m gonna share it with Steven right now. I just haven’t had a… I was out… well, he was out on Friday, I’m sorry. So I didn’t… wasn’t able to… and I was kind of sharing that with you, too, Pranav, last week.
120 00:14:47.010 ⇒ 00:14:52.520 YvetteRuiz: But it’s interesting feedback, that we’re… we took from… that I took from it.
121 00:14:52.530 ⇒ 00:15:01.179 YvetteRuiz: And… you know, One, we’ve done a really good job of…
122 00:15:01.490 ⇒ 00:15:12.099 YvetteRuiz: working and fixing and doing some things. I think still the trust factor is still there. It’s pretty loud and clear on the surveys here, with, you know.
123 00:15:12.230 ⇒ 00:15:22.900 YvetteRuiz: them not getting the accuracy, and that’s, again, my conversations with you guys is, what is that? You know what I mean? Like, then, you know, if we’re tracking it.
124 00:15:22.900 ⇒ 00:15:33.770 YvetteRuiz: what is… why… why aren’t they getting that… those answers? And again, I… I got… we gotta drill down into some of this… these, the feedback that’s coming through. So, we’re having conversations, and it looks like…
125 00:15:33.940 ⇒ 00:15:52.260 YvetteRuiz: Not all. I think for the most part, most people are using Andy on a regular basis. Some are doing them sometimes. There was comments in there, I’m using them because I’m being forced to. Well, no one’s forcing anybody. This isn’t a forced tool, and I know that that delivery, again, the way we deliver it, whether it be through the train or something, you gotta use Andy. Well.
126 00:15:52.750 ⇒ 00:16:06.499 YvetteRuiz: it’s… Andy’s a tool there to help you, right? And again, I don’t know how well we’re doing of a job delivering that message, you know, whether it be through the trainer, whether it be through the manager, are they really showing them? And so.
127 00:16:06.700 ⇒ 00:16:11.580 YvetteRuiz: you know, Janiece, I’ll work with you and the managers on this, but…
128 00:16:12.620 ⇒ 00:16:21.249 YvetteRuiz: what… what are we hearing, you know what I mean? We’re meeting with our trainers weekly, right? We’re giving them data, we’re starting to share data, but what is…
129 00:16:21.440 ⇒ 00:16:25.599 YvetteRuiz: If there’s still a trust issue, what specifically is it?
130 00:16:25.870 ⇒ 00:16:26.640 Pranav: Yep.
131 00:16:26.930 ⇒ 00:16:45.589 JanieceGarcia: And right now, with these last couple weeks, we focused on the reel, and we focused on tickets, but even the only department that’s really said anything about the trust, and we were working with that being the mechanical, and that was because of dispatch and
132 00:16:45.590 ⇒ 00:17:03.870 JanieceGarcia: them still thinking that they just don’t need it. They… they know what they’re doing. But Ashley has been working really hard with them, and it’s only a couple out of the entire team, because then you have the other side of the team that actually says that they do use it, they do like it.
133 00:17:04.079 ⇒ 00:17:08.929 JanieceGarcia: And it was even, shared in some of their quarterlies that they were doing.
134 00:17:09.109 ⇒ 00:17:28.199 JanieceGarcia: So, it’s a mix, but being able to have and know who’s not asking, what are they asking if they do ask something, and even being able to take that back to them and show them. So, I know that’s what we’ve showed in… in real, but we haven’t talked about it since we’ve given that to them.
135 00:17:28.200 ⇒ 00:17:40.119 YvetteRuiz: Yeah, and I think that’s gonna be the next layer, is, okay, we got data, what are we doing with our data now? I mean, that’s what we talk about all the time, and it’s great to have the data, but if we’re not executing, we’re not showing any of those, okay.
136 00:17:40.750 ⇒ 00:17:49.610 YvetteRuiz: That’s, you know, we’re not gonna really do anything. And then the other, the other piece was, in there is…
137 00:17:50.080 ⇒ 00:18:00.179 YvetteRuiz: the saving time, you know what I mean? They just feel like it’s not really saving much time, you know? There’s different feedback and stuff like that, and so…
138 00:18:00.210 ⇒ 00:18:13.200 YvetteRuiz: That’s the other, area that, you know, Pernal, we’ve talked about, and David and I met on Friday, you know, talking about, okay, how do we start looking at these people with all these holds.
139 00:18:13.230 ⇒ 00:18:24.310 YvetteRuiz: and the AHT time, are they even utilizing it, and is it truly taking them time? Because I could just tell, based off feedback last week from my QA manager, it’s like.
140 00:18:24.420 ⇒ 00:18:29.739 YvetteRuiz: they have opportunities to use Andy, and that’s what we really gotta get into the moment of.
141 00:18:30.060 ⇒ 00:18:36.679 YvetteRuiz: Okay, you say this, but you’re really not utilizing it, so that’s where I’m really gonna highly depend on data.
142 00:18:36.680 ⇒ 00:18:55.189 YvetteRuiz: You know, to really show this, and action behind it, and I’m not in all the meetings all the time, so I… I don’t… I can’t speak to it. You guys can speak to it more, you know what I mean? You turn off from, like, what you’re getting on your end, and the data, and then Janice, you’re… you’re working with the team all the time, so…
143 00:18:55.190 ⇒ 00:18:55.820 JanieceGarcia: Right.
144 00:18:58.440 ⇒ 00:19:03.239 Pranav: Yeah, I think, one thing that we’ve been able to…
145 00:19:03.380 ⇒ 00:19:25.280 Pranav: funnel, like, these department-based insights into is what is the most, crucial for right now. Cancelations, you know, a separate story, we talked about that a little bit last week, Yvette. Still super important. Hold time is something that we talked about as well, still very important. What I’m seeing is, how can we get closer to knowing when hold time is an issue, so then we can
146 00:19:25.280 ⇒ 00:19:28.660 Pranav: deploy ANDI as a solution for those individuals.
147 00:19:28.660 ⇒ 00:19:29.580 Pranav: Yep.
148 00:19:29.630 ⇒ 00:19:30.730 Pranav: Because…
149 00:19:31.470 ⇒ 00:19:37.800 Pranav: at the very least, what Andy’s gonna be able to do is, like, you can get a way to get answers,
150 00:19:38.660 ⇒ 00:19:49.890 Pranav: In a reasonable amount of time. So if hold time is being, you know, multiple minutes, Andy, we’ve shown, is, like, the execution time is 6 seconds. So, you should always be using Andy if you’re on hold for that long.
151 00:19:50.640 ⇒ 00:19:54.730 Pranav: And so, yeah, let’s,
152 00:19:54.890 ⇒ 00:20:04.629 Pranav: on our end, too, you know, pulling in the 8x8 transcripts, we’re gonna be able to see that information. So, yeah, it’s… it’s the perfect time to have that conversation.
153 00:20:05.110 ⇒ 00:20:29.800 YvetteRuiz: So, I was going to shoot you an email today, Pranav, to see this week what time you have, and I want to have, like, a good… at least a good hour. I want to coordinate some time with you, David, and Cynthia, our QA manager, to talk about a few things regarding transcripts, but regarding also the metrics, like the hold times and the AHT, because at this point right now.
154 00:20:29.940 ⇒ 00:20:35.550 YvetteRuiz: You know, we gotta take it to the next… the next step, and that is, okay, we hear you.
155 00:20:35.550 ⇒ 00:20:54.069 YvetteRuiz: I hear you loud and clearly, you know what I mean? And I really need to start really finding out, okay, where are these things that they’re talking about, you know what I mean? And I could pinpoint the survey back to a certain department already, so at least that gives me some insight on, okay.
156 00:20:54.480 ⇒ 00:20:58.119 YvetteRuiz: What is it truly that we’re missing here?
157 00:20:58.980 ⇒ 00:21:16.550 Pranav: And, do you want to go into the specifics of the results from the survey here? Like, you know, which department, which departments, you know, maybe had the least amount of, you know, usage, and yeah, I’m happy to kind of go through that right now, because that’s great information for us.
158 00:21:16.550 ⇒ 00:21:26.109 YvetteRuiz: Well, I’ll share it with you here in a minute, Pernal, once I send it to Steven, because I gotta jump into another meeting here in just a second. Okay.
159 00:21:26.210 ⇒ 00:21:27.779 YvetteRuiz: Gotcha. On a…
160 00:21:27.890 ⇒ 00:21:46.990 YvetteRuiz: on an employee, so… but I’ll send that to you right now, so then that way you can get an overview of what all that is. And then, like I said, I’ll send you an invite, and then also in the email that I send it to you, I kind of want to just lay out what next steps I really, really want to focus on, because like I said.
161 00:21:47.310 ⇒ 00:21:54.680 YvetteRuiz: we’re making progress, I’m not denying that, but, you know, the data’s good, it’s just, okay, what are we doing now with the data?
162 00:21:54.920 ⇒ 00:21:56.359 Pranav: Yes, 100%.
163 00:21:56.820 ⇒ 00:22:12.769 Pranav: There’s so much data to do stuff on, I think let’s… let’s definitely have that one hour long session, you know, me, you, Steven, whoever else, because I think what will come out of that is, okay, this is the clear next step, based on what everybody’s priorities are.
164 00:22:12.770 ⇒ 00:22:23.800 Pranav: from my… from my angle, I see certain things that are the most important, Yvette, but I also… I want to see what’s important to you as well, because that’ll inform what I feel like is important, right? Yeah.
165 00:22:23.800 ⇒ 00:22:39.990 YvetteRuiz: No, for sure, for sure. And the transcript is going to be a big one. I know, last week I did meet with Bobby and Bo, and we were talking just kind of about, again, the transcripts, right? Because I told you, Pranav Wednesday, I have a big meeting with them, on cancellations, and
166 00:22:40.100 ⇒ 00:22:45.570 YvetteRuiz: what are our efforts there? Because, you know, I shared last week with the team
167 00:22:45.900 ⇒ 00:22:57.790 YvetteRuiz: just on the move… on just on the move section of it, you know? I mean, the moved reason, right? How much… you know, it was, like, $1.5 million that we lost, and we’re just in…
168 00:22:58.190 ⇒ 00:23:19.380 YvetteRuiz: that was just till April, you know what I mean? On… in May, you know what I mean? And so, some of those transcripts, yes, we have the reasons, but are our agents using the safe tactics? Are they using Andy to give them that information? Like, hey, what are the key things that I can ask and stuff like that to be able to help them, and save them? And what I told the leaders yesterday is, like.
169 00:23:19.380 ⇒ 00:23:31.710 YvetteRuiz: we’re gonna focus 100% on moved. Yes, we gotta focus on everything, but, like, if we have the top… the offers that we can do, are we asking the right questions? Are we doing them? Are we tracking them? I really want to get to that level, because
170 00:23:31.710 ⇒ 00:23:34.639 YvetteRuiz: I know last week when we did a search in Andy.
171 00:23:34.950 ⇒ 00:23:50.399 YvetteRuiz: it gave them some… I don’t know whether it’s pulling that information, you know what I mean? Like, it gave them some other safe tactics that don’t even match up with what we have. And that’s a big gap right there, because if we have it in the central docs, how is it giving us different information?
172 00:23:50.400 ⇒ 00:23:52.269 Pranav: Totally, yes, yeah.
173 00:23:52.880 ⇒ 00:23:53.780 YvetteRuiz: Hmm.
174 00:23:54.910 ⇒ 00:24:07.370 Pranav: And so, this is something in the triage system, too, that I was just saying with, like, Janiece, that we are continuing to make improvements there as well, because that is basically the full cycle in terms of improving Andy.
175 00:24:07.370 ⇒ 00:24:29.720 Pranav: And so, how can we make that cycle faster is something that I think is super important, too. I will bring, like, all these things that I have in mind, you know, we’ve talked about them, you know, here and there. In that meeting, I’ll bring everything to the table about, like, hey, I think this is important for this reason, this is important for this reason, this is important for this reason. I think that should be what we go start working on going forward.
176 00:24:29.720 ⇒ 00:24:30.820 Pranav: And then…
177 00:24:30.860 ⇒ 00:24:41.769 Pranav: That’s just going to be, you know, a starting point for then you, whoever else to kind of dive into, break down, agree or disagree with, and then we’ll have a good plan moving forward.
178 00:24:42.030 ⇒ 00:25:00.199 YvetteRuiz: Yeah, no, I agree, and then at least at that point, you know, we’ll have a couple other key players in there, you know, like I mentioned to David, like, we’ve got to walk out with action items, right? You know what I mean? Like, okay, who’s going to be responsible for what, and, you know, what are we gonna… when we come back to the table, I want to hear.
179 00:25:00.250 ⇒ 00:25:07.279 YvetteRuiz: Okay, we’ve done X, you know, this is what’s coming out of it, here’s… we’re still not making progress here, or we’re still stuck here.
180 00:25:07.420 ⇒ 00:25:23.170 YvetteRuiz: 100%. Because then I can go back, and I could hold accountability to my leaders, because now I have something sturdy to start, you know, hang on to and say, no, you guys met, you know what I mean? Or, you know, this was shared with you, what’s the progress? What are we doing? But right now, I’m just kind of talking.
181 00:25:23.170 ⇒ 00:25:23.570 Pranav: Yeah.
182 00:25:23.570 ⇒ 00:25:33.880 YvetteRuiz: with no action. I mean, there’s nothing that I could really hold them accountable for right now. I mean, I can, but nothing really tangible with the metrics and the… that type of information.
183 00:25:33.880 ⇒ 00:25:35.769 Pranav: Yeah, so I think,
184 00:25:35.770 ⇒ 00:25:59.720 Pranav: having certain milestones where we hit certain metrics is going to be super important. So, that’s, I think, maybe Yvette, you and I can just have a separate conversation before we have a conversation with Steven, to talk about, okay, these are the type of conversations that I want to be having to, you know, the leaders. Like, I want to be able to say, Andy is doing this, Andy is doing that.
185 00:25:59.790 ⇒ 00:26:07.889 Pranav: Because that’s what you know, you know, that’ll make them happy, that’s going to be showing actual benefit to the company that they would be looking for.
186 00:26:07.980 ⇒ 00:26:10.619 Pranav: Those are all important things, too, you know? I think…
187 00:26:10.820 ⇒ 00:26:27.819 Pranav: we bake those in as well, but it’s kind of, with every project that we go… that we work on going forward, that is something that I am super interested in, in nailing as well. Like, what are the KPIs that… that you guys are going for?
188 00:26:27.980 ⇒ 00:26:34.940 Pranav: So, okay, let’s have a few con… I know you’re probably super busy this week, too, so we’ll see how many meetings we can set up, but…
189 00:26:35.140 ⇒ 00:26:49.239 YvetteRuiz: Well, that’s what I told you last week, like, Pernel, that’s what I’ve been really working on is, okay, where should my focus be? And this needs to be one of my focus. Cancellation needs to be my focus, Andy, the development, and making sure that we’re utilizing it, and…
190 00:26:49.240 ⇒ 00:27:14.170 YvetteRuiz: I mean, we’re investing the time, I know that, it’s just that I’m not getting a lot of that, you know what I mean? Like, I check in weekly and stuff like that, but I want to make… I want to be able to have those hard… not hard conversations, but those honest conversations with my leaders when I meet with them. Just like the scorecards, like our… our scorecards and my data team goes in there. I can have everything to them, like, look, you had 10 people that had X amount of holds, you had this, this, and what are we doing to fix that?
191 00:27:14.170 ⇒ 00:27:24.739 YvetteRuiz: What are we doing to correct that? That’s the same tangible… that’s the same information I want to be able to go to them with Andy, saying, okay, your trainers have had weekly sessions with Janiece every week. We’ve talked about this right here.
192 00:27:24.740 ⇒ 00:27:35.390 YvetteRuiz: we’re still seeing this, you know what I mean? What are we going to do to fix this? I don’t have that right now, so that’s what I want to kind of really… I’ll make the time, is what I’m trying to say.
193 00:27:36.020 ⇒ 00:27:48.449 Pranav: Okay, perfect, perfect. So I will be setting up some time with you, you know, later this week, as soon as tomorrow. Okay. And so, yeah, we’ll talk through all these things, because, yeah, I want to make sure everything is clear for everybody on this.
194 00:27:49.110 ⇒ 00:27:49.740 YvetteRuiz: Perfect.
195 00:27:49.880 ⇒ 00:28:00.910 YvetteRuiz: I really, really appreciate it, and I’ll share… I’ll share with you… oh, shit, I’m already late to my meeting. I’ll share with you the survey results here, and it’ll kind of just break everything down for you.
196 00:28:00.910 ⇒ 00:28:05.120 Pranav: Perfect, yeah, I won’t hold you. Let’s, let’s talk again tomorrow, then.
197 00:28:05.700 ⇒ 00:28:07.120 YvetteRuiz: Okay, sounds good.
198 00:28:07.120 ⇒ 00:28:07.949 Pranav: Yeah, see you later.
199 00:28:07.950 ⇒ 00:28:09.320 YvetteRuiz: Alright, thank you!
200 00:28:09.320 ⇒ 00:28:09.830 JanieceGarcia: Thank you.
201 00:28:09.830 ⇒ 00:28:10.900 YvetteRuiz: Alright, bye-bye.
202 00:28:12.580 ⇒ 00:28:15.260 Pranav: And, Janiece.