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From YouTube: Areas of Focus Workgroup - 2021-04-08
Description
Areas of Focus Workgroup - 2021-04-08
A
Hey
y'all
welcome
to
our
area
of
focus,
work
group
for
april
8th,
slash
nights.
I
think
it's
the
9th
over
where
jane
is
it?
Is
I'm
slowly
learning
time
cool?
I
know.
One
of
the
things
that
had
been
asked
was,
if
I
could
try
to
figure
out
like
the
member.
The
agent
needs
her
region
and
kind
of
get
that
into
a
graph
or
a
spreadsheet
paired
a
bit
with
ilius
I'll
go
over
what
I've
kind
of
got.
A
A
The
reason
that's
bad
is
if
you're
like.
Oh,
I
want
a
mia.
So
let's
just
do
these
hours
yeah
those
hours
don't
work
when
anyone
outside
of
your
time
zone
looks
so
manilia
talks,
there's
a
lot
of
different
methods
to
kind
of
tackle
with
that.
We
ended
up
just
saying
if
the
preferred
region
is
in
this
case,
for
all
you
know
it's
all
tickets,
but
for
mia
we
said
it's
all.
A
It's
a
mia.
We
also
acknowledge
yeah,
that's
not
a
perfect
system
either,
because
then
you
gotta
kind
of
need
comment
updates
to
figure
out
right.
What
is
the
replies
happening
during
this
region?
All
that
it's
a
mess?
I
know,
there's
some
requests
for
zendesk
to
basically
have
a
say
anything
like:
can
we
specify
the
time
zone
on
the
table?
So
it
doesn't
do
weird
things
like
that,
but
until
then
this
is
kind
of
what
I've
got.
A
This
is
using
that
equation.
We
had
talked
about
the
past
couple
weeks
or
the
past
couple
meetings,
but
essentially
what
we've
got
here
is
the
agent
needs
and
then
the
percent
of
the
team
that
that
should
be
basing
that
off
of,
I
want
to
say
it's
87
or
something
like
that
for
all,
and
then
I
think
I
need
to
look
at
the
american
apac,
because
I'm
not
sure
if
I
put
the
right
numbers,
but
I
know
for
a
mia.
It's
like
37
people
or
something
like
that.
A
I
kept
the
decimals
in
there
just
for
the
sake
of
us
being
able
to
look
at
it,
because
not
everybody's
going
to
100
dedicate
themselves
to
one
area,
they'll
be
splitting
themselves
up.
Looking
at
like
the
raw
numbers.
Honestly,
at
the
end
of
the
day,
it's
like
right,
they
all
add
up
to
the
same
thing
and,
generally
speaking,
we
don't
have
to
really
staff
the
categories
based
per
region.
A
Unless
that's
really
how
we
want
to
dive
into
this,
I
think
that'll
add
a
lot
of
complication,
but
I
also
see
it
as
making
accountability
a
bit
easier
as
an
example,
if
jane's
like
we
need
five
people
for
ci,
cd
and
apac,
probably
a
lot
easier
for
her
to
say
these
are
my
five
people.
I
can
keep
an
eye
on
them
working
this,
whereas
if
we
said
we
need
10
for
the
whole
team,
it's
really
hard
for
jane
to
know
exactly
who
in
apac
is
doing
what?
A
If
we
just
kind
of
plus
I
mean,
I
think
doing
it
per
region
will
help
avoid
the
we
need
10
people
they're.
All
in
a
mayor,
that's
not
going
to
help
us
out
we're
going
to
have
reply
issues,
so
I
think
the
parisian
will
be
a
good
guidance
and
I
think,
as
long
as
we're
around
those
numbers,
we're
fine
and
then
for
the
team
as
a
whole.
As
long
as
we
kind
of
hit
what
we
needed
for
all
of
them
like
what's
on
this
table,
will
be
fine.
A
B
Not
questions,
but
just
an
observation
that
I
think
excuse
me,
I
think,
probably
how
I
am
more
likely
to
use
it
and
again,
as
you
say,
we
haven't
tried
it
yet.
So
I
reserve
the
right
to
change
my
mind,
but
it's
more
likely
to
be
that
I'm
going
to
look
at
this
and
go
right.
I've
got
seven
people
interested
in
doing
authentication
authorization.
B
That's
way
too
many.
That's
going
to
screw
up
other
things
at
most.
I
can
have
this
many,
I'm
not
worried
if
I
don't
have
exactly
that.
Many
because
I
also
know
there's
going
to
be
people
focused
not
focused
on
specific
things,
which
I
can
pull
and
push
into
other
areas.
So
that's
my
thoughts
on
how
the
workflow
is
probably
more
likely
to
work
as
a
manager
watching
thresholds.
A
Yeah-
and
I
mean
like
looking
at
like
the
raw
numbers
I
pulled
a
few
weeks
ago-
and
these
are
no
longer
accurate,
because
time
is
a
thing
and
it
impacts
these
numbers.
But,
looking
at
this,
when
we
came
down
to
it,
it's
like
we
need
what
is
going
to
basically
be
77
agents
right.
We
have
more
than
that,
so
we
will
have
people
who
can
be
extra
in
a
group
or
be
a
floater.
A
If
that's
the
role
we
want
to
do,
it
also
allows
for
like
pto-
or
you
know,
emergency
cmoc
stuff,
like
that.
Obviously,
like
we
kind
of
discussed
last
time
with
tom
and
the
rest
of
us
was
like
our
ultimate
goal
would
be
to
increase
efficiency.
So
these
numbers
go
down
of
how
many
agents
we
need,
because
we're
resolving
tickets
way
faster
than
previously
when
talking
with
ilya
he's
like
you,
should
have
some
kind
of
like
coefficient
in
there
that
that
allows
for
growth,
and
I'm
like
here's,
the
problem
with
that.
A
A
there's
also
like
the
free
user
problem,
one
which
is
really
weird
for
certain
periods
of
time
where
it's
like.
We
had
a
call
for
like
this
one
right
here
for
october.
We
straight
up
just
had
a
thing
that
said
free
and
that's
where
everything
got
routed
to
that
didn't
work.
So
then
we
said
november.
Let's
try
something
different
and
you
can
see
how
the
numbers
plummeted
down,
because
there
was
basically
no
tickets
like
that
anymore.
Then
we
said
that
doesn't
work.
A
So
I
think
we're
going
to
need
to
like
get
once
we
get
this
all
set
up
and
in
zendesk
and
get
it
stabilized,
then
we'll
be
able
to
start
accounting
for
growth
and
stuff.
Like
that,
I
think
right
now.
It's
like
we'd
be
accounting
for
growth,
on
values
that
honestly
have
been
shaky
until
we
get
this
solidified.
A
I'll
go
ahead
and
stop
sharing
that,
but
that's
kind
of
what
I've
got
so
far,
I'm
still
working
with
ilia
to
kind
of
get
the
graphs
a
little
or
the
metrics
a
little
better.
That
way,
it's
a
little
easier
to
look
at.
I
might
also
work
with
ilia
to
just
hide
values
on
those
tables
that
no
one
cares
about
that
way.
When,
like
jade
needs
to
look
at
this,
to
figure
out
these
numbers,
she
doesn't
have
to
like
play,
hunt
down
the
row,
it's
just
like
nope.
This
is
a.
A
C
Well,
this
is
the
number
of
tickets
we're
getting,
and
this
is
you
know,
based
on
the
last,
I
don't
know,
say,
12
months
or
six
six
to
12
months.
However,
you
know
you
want
to
break
it
down
that
this
is
and,
like
you
say,
maybe
later,
as
you
know,
when
the
numbers
are
a
bit
better
and
we
can
build
growth
into
it,
we
can
say
okay.
This
is
the.
C
This
is
what
it
is
currently,
and
this
is
what
we
project
based
on
growth
in
the
next
for
the
next
quarter
or
next
year
or
whatever
it
is,
and
then
you
know
we
can
actually
compare
that
to
hey
this.
The
support
yaml
says
this.
Many
people
are
doing
these
areas
of
focus
per
region
and
so
yeah
I
mean
I
think
it
would
just
be.
I
think
it's
good
to
have
it
just
to
give
people
an
idea
of
like
how
many
are
we
looking
at.
A
Yeah-
and
I
think
like
as
we
evolve
this
and
we
get
like
the
groups
in
place
in
zendesk,
we
then
have
the
ability
to
say
agents
in
this
group,
and
we
can
start
having,
like
those
numbers
display
on
this,
so
that
it's
even
easier
for
the
reviewer
to
look
at
it
and
go
well.
Okay,
the
table
says
we
need
seven.
We
currently
have
six.
We
need
one
more
person,
I
think
it'll
be
good
for
like
the
rough
estimates.
A
A
We
need,
and
then
you
can
go
to
the
team
yaml
the
support
team
page,
to
see
what
we
currently
have
and
it'll
help
kind
of
allocate
that
I
think
this
will
also
as
we
get
to
where
we
can
build
these
kind
of
coefficients
to
say
here's
what
growth
looks
like
it'll
also
be
just
another
indicator
we
can
use
to
say
it
looks
like
we're
going
to
exceed
the
number
of
agents
we
currently
have.
This
might
indicate
that
we
have
a
hiring
issue.
A
C
A
A
Beyond
that,
I
think
we
pretty
much
addressed
like
all
the
real
questions
we
had
on
the
process,
doc.
I
think
I
mean
I
think,
as
we
flesh
out
the
issue
and
all
that
stuff
we're
going
to
find
other
issues
and
questions
to
address,
but
I
think
what
we've
got
right
now
is.
Basically,
we
have
a
good
general
idea
of
how
we're
going
to
handle
the
process
side
of
this.
A
So
I'm
thinking
we
can
kind
of
start
there.
Luckily,
we
have
those
two
placeholders
that
I've
I've
held
on
to
with
like
a
vengeance
and
zendesk
of
like
nope.
We
cannot
touch
those
those
placeholders
and
the
reason
for
that
was
this
exact
thing.
So
when
we
got
ready
to
go
live
it's
like
yeah,
I
didn't
want
to
have
to
start
our
implementation
with
great,
let's
figure
out
which
views
need
to
die,
because
several
trials
have
started
out.
That
way.
B
I
had
thought
we'd
kind
of
do
both
that
we'd
choose
a
couple
of
areas
of
focus,
but
then
choose
a
test
set
of
people
to
work
with
those
rather
than
opening
it
to
everybody
and
yeah.
I
don't
think
it's
feasible
to
have
all
of
the
areas
of
focus
really
to
go
with
so
yeah.
I
was
envisioning
doing
both
that
we
choose
a
few
and
then
you
have
you
know.
Maybe
two
people
per
region
that
work
in
that
mode
and
see
how
that
goes.
B
A
A
C
C
Yeah
I
mean
if
we're.
If
we
want
to
look
at
that,
I
mean,
I
think
it's
a
good
idea.
At
the
same
time,
I
think,
if
we're
going
to
look
at
that,
I
think
you're
going
to
need
to
use
kind
of
the
same
areas
of
focus
you
have
for
the
dashboard,
but
then
maybe
just
pull.
If
you
want
just
a
simple
metric
to
a
poll,
you
can
maybe
look
at
whenever
a
ticket
breaches.
B
A
A
A
I
definitely
think
that's
going
to
be
a
huge
proponent,
because
I
think
if
our
six
trial
people
came
back
with
oh
yeah,
this
was
amazing.
Low
stress.
I
was
great.
Those
are
huge
proponents
to
tell
the
team
look.
This
is
an
amazing
thing
that
we
want
to
do
as
a
note
just
because
it
just
occurred.
To
my
mind,
while
you
are-
and
I
see
cynthia,
you
cannot
be
part
of
the
trial
because
you're
part
of
the
work
group
you
are
biased,
we
need
people
who
are
not
part
of
the
work
group.
C
C
C
A
Yeah
like
when
we
implement
this
into
zendesk
before
we
actually
go
live
with
the
team
trialing,
it
I'll
have
everything
set
up
and
then
it'll
be
like
us
as
a
work
group,
or
probably
one
of
our
final
meetings
before
we
go,
live
and
start
asyncing.
This
is,
let's
look
at
what
it
looks
like
and
make
sure
this
is
what
we
want,
because
while
we
can
iterate
on
it,
we
probably
don't
want
to
have
to
iterate.
Like
a
million
times
our.
C
First
day
of
going
live,
yeah
yeah
I
associate
with
jane's
message.
I
realize
we
only
have
actually
two
minutes
technically
left
to
the
meeting
so
I've
written
now
I
I'm
happy
to
create
the
issue
and
I'll
create
it
in
the
support,
ops
tracker
and
then
we
can
hammer
out
the
the
implementation
issues
unless
you
want
to
even
support
meta
for
the
trial.
C
A
We
need
to
do
it
to
support
team
meta
to
announce
that
we
would
like
to
do
this
trial
in
detail
all
this
and
I'll
take
care
of
that,
and
then
once
we've
had
the
discussion
with
the
greater
team
and
the
managers
and
all
that
what
we'll
go
from
from
there
is
great
trial.
It
looks
like
this
is
what
we
want
to
do
we're
happy
with
it,
then
we'll
go
into
all
right.
C
A
I'm
going
to
assign
it
to
everyone
in
the
work
group
we
have
somebody
in
each
region
who
can
kind
of
help.
You
know
manage
discussion
and
is
aware
of
that.
I
can
also
make
sure
to
mention
the
issue
of
this
comes
from
this
working
group.
So
anyone
in
this
working
group
is
a
great
resource
to
have
a
zoom
meeting
coffee
chat.
If
you
really
want
to
discuss
this
synchronously.
C
The
one
other
thing
I
want
to
quickly
actually
two
things
I
want
to
quickly
touch
on
one
is
that
we'll
well,
I
you
know,
will
want
or
need
someone
to
take
a
quick
look
at,
or
maybe
you
should
just
be
a
separate
issue
like
to
look
at
okay.
Well,
now
that
we
have
some
general
numbers
on
how
many
people
we
expect
to
need
in
the
different
areas,
we
need
to
kind
of
at
least
guess
at
whether
we
have
generally
enough
people
in
those
areas
and
whether
that
that
kind
of
fits.
A
A
Historically,
we've
seen
that's
not
necessarily
the
case,
but
I
think
we
should
make
like
a
discussion
issue
to
make
sure,
at
least
for
our
trial
areas,
starting
out
that
we're
good
there
and
then
a
part
of
the
secondary
issue
after
announcement
is
great.
Do
we
have
the
coverage
for
the
other
areas
like
if
l
and
r
needs
10
people
do?
We
have
10
people
across
all
regions
able
to
work?
L,
r.
C
A
A
We
want
the
entire
team
to
be
at
least
through
the
basics
of
you,
canwork.com
and
self-managed
tickets,
and
I
think,
like
things
like,
the
crew
model
have
actually
helped
with
that,
because
yeah
it's
no
longer
just
oh
I'm
only
touching
self-managed,
it's
like
nope.
This
is
a
sauce
ticket
about
to
breach
and
you're
on
the
crew,
so
have
fun.
B
But
yeah
we're
certainly
working
towards
it.
We've
definitely
got
some
that
are
that,
like,
for
example,
we've
got
two
people
who
do
both
sas
and
licensing
and
renewal
so
trying
to
get
them
time
to
also
learn
self-managed,
while
they're
trying
to
deepen
their
sas.
Knowledge
too,
is
just
really
challenging
so
yeah.
We
do.
We
have
a
few
unique
issues.
The
challenges,
they're,
not
issues,
challenges.
A
C
C
So
the
last
thing
I
have
is,
if
you
look
in
the
tasks
to
be
done.
I
have
this
suggestion
on
like
there's
no
rush
on
this,
but
some
people
were
talking
about
it
on
slack,
and
I
think
we
already
have
something
like
this
for
looking
at
self-managed
and
sas
and
lnr
areas
right
now,
but
so
what
I'm
thinking
of
like
is
making
sure
that
we
can
actually
like
it's.
C
A
C
Are
you
spreading
sell
yourself
too
thin,
or
you
know
like
if
an
area
like
you
know
one
of
the
things
they
always
hope
for
as
a
senior
too
is
like
that
we
pass
on
our
knowledge
and
that
we
get
other
experts
and
it
might
even
get
to
the
point
where
I'm
like
hey.
You
know
I
feel,
like
there's
already
a
lot
of
other
people
at
the
expert
level
in
this
area.
I
would
actually
like
to
pull
myself
out
slowly
and
you
can
see
whether
that's
working
you
know
that
sort
of
thing
yeah.
A
I
know
this
is
like
being
honest.
This
is
a
sensitive
topic
because,
on
the
one
hand,
the
way
you've
proposed
it
is
it's
useful
for
people
and
some
people
very
much
see
it.
That
way,
there's
also
the
reverse
side
of
people,
seeing
this
as
a
way
to
compare
themselves
to
others,
and
they
don't
like
it
there's.
Actually,
several
dashboards
managers
have,
I
think,
you've
seen
some
of
my
old
manager
dashboards,
that,
like
my
team,
when
I
my
reports
were
happy
with
it.
A
When
we
proposed
putting
that
to
other
teams,
some
people
were
very
outspoken
that
they
did
not
like
that
concept.
So
I
do
think,
like
I
see
the
dashboard
you're
talking
about.
I
see
that
as
useful.
I
also
see
that
what
we
might
have
is
either
one
per
person
and
there's
a
bunch
of
them
and
they
get
shared
to
you
or
you
have
it
one
per
manager
with
their
reports
and
the
manager
can
share
it
with
certain
people
at
their
discretion.
A
I
think
we
just
we
have
to
be
careful
to
make
sure
we
don't
release
something
that
causes
an
issue
but
yeah.
Let
me
figure
out
how
to
kind
of
do
that
with
ilya
at
least
make
something
for
us
in
the
area
focus
work
group,
and
then
we
can
kind
of
figure
out
via
discussion
with
the
other
managers
or
whatever
or
even
in
that
implementation
issue
of
like
is
this
something.
Do
we
want
like
just
a
drop
down?
You
select
the
agent,
it
tells
you.
B
A
We
need
one
per
manager
and
the
manager
can
decide
to
share
it
out.
You
can
also
do
like
hilly
has
done
in
the
past,
which
is
I've
made
this
dashboard,
here's
the
exact
things
to
copy
and
paste
into
your
own
dashboard
and
then
blah
blah
blah
blah.
So
we
could
basically
make
like
a
dashboard
template.
C
A
With
managers
team,
whatever
how
we
want
to
separate
or
distribute
that
out,
it
might
just
be
a
point
of
you
know:
managers
decide
this
is
just
going
to
cause
contention.
We
don't
want
to
distribute
it
at
all
cool
I'll,
make
one
for
each
manager
or
I'll
share
with
the
managers,
and
they
can
decide
from
there.
I
don't
know,
but.
A
C
A
C
A
C
A
A
A
C
A
So
I'll
get
the
implementation
issue.
What
I'm
going
to
say
is
drafted.
I
will
have
my
right
up
in
a
document
and
the
next
meeting,
which
will,
I
think,
be
the
last
one
of
the
quarter-
will
basically
be
hey.
Are
we
happy
with
this,
because
once
we
make
this
issue
from
that
point
forward,
no
more
meetings?
It's
now
all
async
via
the
issue.
A
C
A
A
Yeah,
I'm
I'm
I'm
happy
that,
like
other
managers
like
they
are
important,
I
I've
had
like
one
coffee
chat
or
somebody's
like.
Why
are
they
important
and
I'm
like
all
right?
So
let
me
show
you
a
random
automation
trigger
and
they're
like
holy
crap
like
yeah,
you
see
how
many
times
how
many
ways
this
can
fit.
Just
won't
fire
if
things
aren't
set
up
right,
yeah.
C
C
A
Like
the
the
skill-based
routing
that
we
had
tried
like
a
year
ago,
that
failed
because
of
this
problem
of
just
like
yeah,
the
tickets
weren't
categorized
at
all,
so
we
couldn't
do
any
routing
based
on
it.
I
think
getting
it
to
where
we're
getting.
It
now
is
like
yeah
we're
taking
this
the
next
level,
but
instead
we're
doing
it
in
our
own
creative
get
labby
way.
Instead
of
trying
to
use
zendesk's
built-in
system.