Meeting Title: Lanier Triage Tickets and SOP Review Date: 2026-05-11 Meeting participants: Pranav Narahari, read.ai meeting notes, JanieceGarcia, YvetteRuiz
WEBVTT
1 00:05:14.030 ⇒ 00:05:15.049 Pranav Narahari: Hey, Janice.
2 00:05:15.420 ⇒ 00:05:16.320 JanieceGarcia: Morning.
3 00:05:16.800 ⇒ 00:05:25.729 Pranav Narahari: Morning. I am suffering from allergies right now, so my face is kind of smaller, so I’m just gonna keep my video off for today.
4 00:05:26.880 ⇒ 00:05:28.120 JanieceGarcia: No worries.
5 00:05:28.370 ⇒ 00:05:29.370 Pranav Narahari: Cool, cool.
6 00:05:29.730 ⇒ 00:05:30.939 Pranav Narahari: How’s your weekend?
7 00:05:31.610 ⇒ 00:05:34.430 JanieceGarcia: It was good. It was nice and relaxing.
8 00:05:34.810 ⇒ 00:05:36.450 Pranav Narahari: Nice. That’s awesome.
9 00:05:36.450 ⇒ 00:05:37.790 JanieceGarcia: did nothing.
10 00:05:38.150 ⇒ 00:05:40.690 Pranav Narahari: That’s the best type of weekend.
11 00:05:40.690 ⇒ 00:05:45.639 JanieceGarcia: I know our allergies have been getting us really bad, too.
12 00:05:46.370 ⇒ 00:05:49.760 Pranav Narahari: Yeah, I think it’s, like, the weather, right? It’s like…
13 00:05:49.880 ⇒ 00:05:54.899 Pranav Narahari: It’s been a lot of rain, and it just… The pollen just goes insane.
14 00:05:55.430 ⇒ 00:05:56.340 JanieceGarcia: It does.
15 00:05:57.680 ⇒ 00:06:08.869 JanieceGarcia: I wanted to make sure, while I have you, because I went through Lanier this morning, and I only had 3 tickets under my name, for issues.
16 00:06:09.300 ⇒ 00:06:09.910 Pranav Narahari: Okay.
17 00:06:10.500 ⇒ 00:06:11.669 JanieceGarcia: Was that correct?
18 00:06:11.790 ⇒ 00:06:14.119 JanieceGarcia: I don’t see anything in triage…
19 00:06:15.990 ⇒ 00:06:17.340 Pranav Narahari: Yeah, let me take a look.
20 00:06:53.560 ⇒ 00:07:00.860 Pranav Narahari: Another view that you can use, Janiece… You can also… Filter by label.
21 00:07:04.080 ⇒ 00:07:09.410 Pranav Narahari: So, if you also… so I see that in Todo, there’s 3 for you,
22 00:07:11.490 ⇒ 00:07:16.690 Pranav Narahari: Or there’s… there’s 3 here. They’re assigned to other people, actually.
23 00:07:16.870 ⇒ 00:07:21.759 Pranav Narahari: Which, yeah, that’s… That’s probably fine.
24 00:07:24.060 ⇒ 00:07:29.820 JanieceGarcia: I had 3 in there this morning for the to-dos, and I did assign them to the correct trainers.
25 00:07:30.160 ⇒ 00:07:41.390 Pranav Narahari: Okay, perfect. So, the ones that are in to-do, it says state is currently approval pending, so now it’s just… I think the trainers already had run through them.
26 00:07:41.720 ⇒ 00:07:47.709 Pranav Narahari: And so now, it’s just, up to you to approve them.
27 00:07:57.000 ⇒ 00:07:57.700 JanieceGarcia: Perfect.
28 00:08:03.280 ⇒ 00:08:05.459 Pranav Narahari: So, yeah, you should see, like, 5.
29 00:08:06.780 ⇒ 00:08:07.809 Pranav Narahari: 5 there.
30 00:08:08.270 ⇒ 00:08:09.619 JanieceGarcia: I think I did.
31 00:08:11.660 ⇒ 00:08:14.099 JanieceGarcia: Yay, she used the template, okay.
32 00:08:28.190 ⇒ 00:08:30.619 Pranav Narahari: We might need to start rescheduling these calls.
33 00:08:37.960 ⇒ 00:08:39.299 JanieceGarcia: Okay…
34 00:08:42.400 ⇒ 00:08:44.059 JanieceGarcia: Might need to…
35 00:08:46.300 ⇒ 00:08:53.209 Pranav Narahari: Yeah, that’s fine. I can, I can message in our group chat in Slack, and just see if, another time works better.
36 00:08:53.490 ⇒ 00:08:54.260 JanieceGarcia: Okay.
37 00:08:54.930 ⇒ 00:08:55.430 Pranav Narahari: Cool.
38 00:08:55.430 ⇒ 00:08:56.430 JanieceGarcia: And I’ll work on these.
39 00:08:56.930 ⇒ 00:08:57.470 Pranav Narahari: Perfect.
40 00:08:58.210 ⇒ 00:08:59.159 JanieceGarcia: Oh, there she is.
41 00:08:59.540 ⇒ 00:09:01.119 Pranav Narahari: Oh, awesome.
42 00:09:01.750 ⇒ 00:09:03.239 YvetteRuiz: Hey, sorry about that.
43 00:09:03.990 ⇒ 00:09:05.510 Pranav Narahari: Hey, vet, no problem.
44 00:09:06.730 ⇒ 00:09:10.140 Pranav Narahari: I was just telling Janice before this, like, my allergies are killing me, so I’m just gonna.
45 00:09:10.140 ⇒ 00:09:11.200 YvetteRuiz: Oh, no.
46 00:09:11.490 ⇒ 00:09:13.489 Pranav Narahari: for today.
47 00:09:13.830 ⇒ 00:09:32.990 Pranav Narahari: But, yeah, so we were just talking a little bit about triage tickets, but I think we’re all set on that, so… is there anything, transcript-related that, you know, you may have any questions on? I know over the weekend, you had that question about, like, that file, how to, like, view it.
48 00:09:33.630 ⇒ 00:09:34.820 Pranav Narahari: Is that clear now?
49 00:09:35.370 ⇒ 00:09:52.280 YvetteRuiz: I can’t… I can’t still open it. I opened it for my phone quickly on Friday, but then… or whatever, but then when I went back to actually take some time to review it on Saturday, I couldn’t open it anymore. It’s on the H… whatever, HMPT, and it’s just codes.
50 00:09:52.540 ⇒ 00:10:02.619 Pranav Narahari: Yeah, yeah, so… how that works is, if you’re on your laptop right now, you should… if you have it downloaded, and you go to your downloads folder, you should just be able to click it.
51 00:10:02.940 ⇒ 00:10:05.169 Pranav Narahari: And then it’ll open up in your browser.
52 00:10:06.320 ⇒ 00:10:07.020 YvetteRuiz: Yay…
53 00:10:11.640 ⇒ 00:10:18.390 YvetteRuiz: Wednesday… Oh, that’s… It’s not the right sheet, it’s something else.
54 00:10:23.730 ⇒ 00:10:25.049 YvetteRuiz: Nope, not that one.
55 00:10:56.400 ⇒ 00:10:57.220 YvetteRuiz: Yeah.
56 00:10:59.300 ⇒ 00:11:04.420 YvetteRuiz: The only sheet that’s now populating for me is the proposal.
57 00:11:04.940 ⇒ 00:11:08.390 YvetteRuiz: I can’t… why am I not seeing the link?
58 00:11:09.510 ⇒ 00:11:10.110 YvetteRuiz: Okay.
59 00:11:10.740 ⇒ 00:11:11.370 YvetteRuiz: It’s…
60 00:11:11.370 ⇒ 00:11:13.399 Pranav Narahari: It’s like a file that you download, right?
61 00:11:13.670 ⇒ 00:11:14.250 Pranav Narahari: So, it’s.
62 00:11:14.250 ⇒ 00:11:23.569 YvetteRuiz: It was before, yeah, that’s exactly what came up for me the first time. Hang on… You’re done.
63 00:11:24.600 ⇒ 00:11:27.710 Pranav Narahari: Do you see it in, like, your… your file explorer?
64 00:11:28.860 ⇒ 00:11:30.860 Pranav Narahari: Like, the HTML file?
65 00:11:33.550 ⇒ 00:11:36.500 Pranav Narahari: Oh, you don’t see it anymore. You might just need to download it again.
66 00:11:38.100 ⇒ 00:11:41.099 YvetteRuiz: Okay, I’ll mess with it here in just a minute.
67 00:11:44.330 ⇒ 00:11:53.209 YvetteRuiz: I did have a question on the form… the form that I sent, not… I’m sorry, the updated sheet for the office ops, is that already in, Andy?
68 00:11:53.880 ⇒ 00:11:55.510 Pranav Narahari: Yes, that should be part of me.
69 00:11:56.870 ⇒ 00:12:05.759 YvetteRuiz: okay, then I’m gonna… I’m gonna test it again, because there were some things that just didn’t look right, but I was like, well, maybe… maybe I started testing it too soon.
70 00:12:06.250 ⇒ 00:12:11.180 Pranav Narahari: Oh, okay, yes, that’s the one that you, created the group chat with me and Casey, right?
71 00:12:11.430 ⇒ 00:12:12.830 YvetteRuiz: Yes, yes.
72 00:12:13.100 ⇒ 00:12:17.459 YvetteRuiz: The one to download, yeah. And then he sent me a quick picture of it.
73 00:12:17.810 ⇒ 00:12:20.500 YvetteRuiz: Of how Andy was, yeah.
74 00:12:22.840 ⇒ 00:12:30.379 YvetteRuiz: That’s that. And then, the other question I had on my thing for today, so, and I’m sorry, because I’ve…
75 00:12:30.380 ⇒ 00:12:52.990 YvetteRuiz: I’m going through, like, everything, just kind of trying to read and kind of group together conversations that I had not been, you know, jumping on. But the other thing is, so training for a CSR on how to properly search, how to properly, look… I mean, really, when we bring someone in, I mean, and just generally overall, like we’ve talked about, because, again.
76 00:12:53.100 ⇒ 00:13:04.809 YvetteRuiz: I still feel like there are CSRs that don’t know how to utilize or how to properly use ANDI. Do we have, like, an SOP built? Did we do that in here somewhere, or no?
77 00:13:04.810 ⇒ 00:13:09.849 Pranav Narahari: We do. So, in our… and I’ll link it again right here.
78 00:13:09.850 ⇒ 00:13:10.170 YvetteRuiz: Okay.
79 00:13:10.490 ⇒ 00:13:14.760 Pranav Narahari: We have individual SOPs per department.
80 00:13:17.130 ⇒ 00:13:17.680 Pranav Narahari: So…
81 00:13:17.680 ⇒ 00:13:20.620 YvetteRuiz: department for training.
82 00:13:21.480 ⇒ 00:13:28.099 Pranav Narahari: Yes, Well, I guess it’s just for ND usage in general, so it could be used for…
83 00:13:28.260 ⇒ 00:13:33.200 Pranav Narahari: not… it doesn’t need to be new CSRs, it could just be for anybody. Okay.
84 00:13:33.810 ⇒ 00:13:36.919 Pranav Narahari: I’m happy to kind of talk about how we can maybe…
85 00:13:37.910 ⇒ 00:13:52.110 Pranav Narahari: we can morph this into, like, a separate document that is for… specifically for training, but I think this might be all-encompassing. So, this should be good for now, and maybe we can, we can talk about new documents that we need to create, but let me… let me just send this over.
86 00:13:52.110 ⇒ 00:13:58.060 YvetteRuiz: Yeah, if you could just share them with me, I’d like to go through all that. Yeah. And then…
87 00:13:58.670 ⇒ 00:14:02.140 YvetteRuiz: I wanna… I just wanna… I wanna read through it and see…
88 00:14:02.350 ⇒ 00:14:10.400 YvetteRuiz: what that shows today, and then I’m gonna get with all my leaders, and then just kind of check who’s gone through this training already.
89 00:14:10.540 ⇒ 00:14:12.139 YvetteRuiz: And where’s the sign-off?
90 00:14:13.500 ⇒ 00:14:17.180 Pranav Narahari: Cool, I just sent it in the… The, the chat here.
91 00:14:29.110 ⇒ 00:14:36.689 YvetteRuiz: And then I’m also making a checklist, right now, As far as, like.
92 00:14:38.020 ⇒ 00:14:47.409 YvetteRuiz: when we hire someone, what are the steps? You know what I mean? So, we gotta add them to Andy. I also noticed that on the daily messages that are going out.
93 00:14:47.640 ⇒ 00:14:51.259 YvetteRuiz: Pranam, maybe you can help me, I can’t really remember.
94 00:14:51.780 ⇒ 00:14:59.659 YvetteRuiz: Do we have to still manually update them… On that daily chat.
95 00:15:00.320 ⇒ 00:15:06.419 YvetteRuiz: Do you know which chat I’m talking about, I guess? We had a daily announcement, the daily announcements.
96 00:15:07.320 ⇒ 00:15:11.180 Pranav Narahari: Yeah, can you show me this one? I believe we talked about it, like, a while back.
97 00:15:13.400 ⇒ 00:15:14.140 YvetteRuiz: Oopsie
98 00:15:20.740 ⇒ 00:15:23.199 YvetteRuiz: Okay, can… oh, I know it’s taking a minute.
99 00:15:28.330 ⇒ 00:15:30.049 YvetteRuiz: Can you see my screen?
100 00:15:30.050 ⇒ 00:15:30.620 Pranav Narahari: Yep.
101 00:15:31.430 ⇒ 00:15:33.649 YvetteRuiz: Can you see the Andy Daly message?
102 00:15:34.040 ⇒ 00:15:34.380 Pranav Narahari: Yes.
103 00:15:34.380 ⇒ 00:15:35.400 YvetteRuiz: Google Chat.
104 00:15:35.400 ⇒ 00:15:35.890 JanieceGarcia: Damn.
105 00:15:36.270 ⇒ 00:15:46.369 YvetteRuiz: So, the message, you guys have it on your spreadsheet, of course, there was only 96 members this morning. I went and I added
106 00:15:46.610 ⇒ 00:15:52.989 YvetteRuiz: the people that were missing in there. Do I have to do this manually all the time because it’s through chat?
107 00:15:54.860 ⇒ 00:16:01.359 Pranav Narahari: So we can think about, like, an automated process for this,
108 00:16:02.210 ⇒ 00:16:13.060 Pranav Narahari: if it’s just as simple as, like, going into, like, this group chat and then just adding people, that may be just, like, the quickest… quickest approach, rather than creating an automation.
109 00:16:14.350 ⇒ 00:16:19.070 Pranav Narahari: So, basically, the 6 people that you just added are new CSRs, right?
110 00:16:19.590 ⇒ 00:16:22.819 YvetteRuiz: Actually, there were some people that have been here for a minute that haven’t been here.
111 00:16:23.140 ⇒ 00:16:42.199 YvetteRuiz: Yeah, so what… and that’s fine. If it’s… I just wanted to confirm before I messed up anything on my end, like I said, I’m… I’m doing a new hire checklist, specifically through Andy, so I just wanted to make sure that I added that. That’s gonna be part of our responsibility to make sure it gets added.
112 00:16:42.520 ⇒ 00:16:43.610 Pranav Narahari: Okay, yeah.
113 00:16:43.930 ⇒ 00:16:44.280 YvetteRuiz: Okay.
114 00:16:44.280 ⇒ 00:16:45.269 Pranav Narahari: Yeah, that makes sense.
115 00:16:49.310 ⇒ 00:16:50.210 YvetteRuiz: Oops.
116 00:16:51.970 ⇒ 00:16:53.949 YvetteRuiz: And do not want that…
117 00:16:54.420 ⇒ 00:17:10.819 YvetteRuiz: And I think that’s pretty much it right now that I have, Pranav. Once I’m able to go in there and pull that data on the cancellation piece of it, I will circle back with you. You know, typically Steven’s in meetings all day, so I just need to schedule a meeting with us, this week, like I mentioned last week.
118 00:17:11.020 ⇒ 00:17:16.430 Pranav Narahari: Yep, sounds good. Yeah, let me know if you have any issue with, Just…
119 00:17:16.849 ⇒ 00:17:34.039 Pranav Narahari: seeing that cancellation info yourself. I know we formatted it into HTML, so it is code, but the benefit of that is just that we can have that super long file that’s formatted, like, in a really absorbable way, so that’s why we love that approach.
120 00:17:34.560 ⇒ 00:17:39.299 Pranav Narahari: You know, so let me know if you have any issues with that, though. It should be pretty simple once you… once you do it once.
121 00:17:40.760 ⇒ 00:17:43.670 YvetteRuiz: Okay, I sure will, Pranov. I hope you get to feeling better.
122 00:17:43.670 ⇒ 00:17:45.909 Pranav Narahari: Thank you so much, yeah, I will try.
123 00:17:48.010 ⇒ 00:17:48.750 YvetteRuiz: Okay.
124 00:17:49.220 ⇒ 00:17:49.930 Pranav Narahari: Alright, guys.
125 00:17:49.930 ⇒ 00:17:51.159 YvetteRuiz: Alright, bye, have a good one!
126 00:17:51.160 ⇒ 00:17:51.790 JanieceGarcia: you.
127 00:17:51.790 ⇒ 00:17:53.110 Pranav Narahari: Thanks. Talk to you later. Bye.