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A
A
The
deck
should
be
available
and
I'll
just
kind
of
kick
it
off
to
start
with
a
few
new
hires
over
the
last
month
or
so
listen
to
them
in
the
first
page,
but
also
wanted
to
introduce
new
EMEA
manager
and
roman
o'connor
started
yesterday
and,
as
part
of
that,
wanted
to
send
my
position
to
Tom
Adkins
for
helping
kind
of
work
through
the
last
couple
of
months,
managing
I
think
almost
sixteen
to
seventeen
people
up
to
date.
Now
so
I've
been
working
real
hard
on
one
of
the
ones
at
on
board
him
in
that
sort.
C
C
D
I
am
thank
you
and
I
saw
Lyle
answering
in
the
doc.
Lyle
was
just
outlining
the
structure
of
them.
I'll
share
my
screen
really
quickly,
which
should
let
us
walk
through
it.
Really
quick,
so
I
want
to
share
desktop
too
and
give
me
a
thumbs
up.
If
you're,
seeing
the
heat
maps,
great
awesome,
I
saw
Jay
plumb
I,
wonder
if
YouTube
live
annotate
will
work,
we'll,
try
it
out
so
the
hours
that
we're
seeing
here
across
the
top
are
Eastern
Standard,
just
because
I
generated
it
and
the
software
shows
it
that
way,
but
effectively.
D
What
you
can
see
is
from
20
18
October
to
now.
This
is
number
of
tickets
generated
premium
tickets
generated
in
that
hour
for
the
month,
and
then
the
color
represents
our
performance
against
them.
So
the
darker
red
here
implies
that
we
had
more
breaches
and
this
blue
is
a
hundred
percent
right.
So
one
of
the
things
that
I
want
to
highlight
here
is
kind
of
this
region.
This
9
a.m.
it's
kind
of
Annamayya
America
hand
over
time
that
we
could
see
consistently.
D
This
trend
is
led
by
hiring
as
we
hire
into
a
pack
and
and
build
out
that
region
while
robust.
We
can
see
this
trend
pushing
outward
great,
but
we
can
still
see
that
this
pocket
is
something
that
we
want
to
do
better
on
and
we've
been
working.
Lyall
specifically
he's
been
devising
new
process
here
to
help
us
better
make
sure
that
that
handoff
doesn't
lead
to
breaches.
D
And
then
this
view
is
just
a
more
in-depth
looking
week
over
week
and
seeing
the
performance
over
the
last
12
weeks,
and
you
can
see
that
we've
been
doing
really
well
and
in
the
last
12
weeks
that
red
region
has
been
really
pushed
out,
which
is
kind
of
looking
over
here
and
over
here.
So
this
is
kind
of
a
zoom
in
on
this
time
frame.
So
Sid
does
that
help
to
clarify
yeah.
D
Did
not
we're
currently
using
Zendesk
stools
to
graph
this?
We
have
our
KPIs
in
periscope,
so
the
top
of
the
line
actual
number
is
in
periscope
we're
using
this
tool
for
the
moment,
because
it's
a
little
bit
faster
to
work
with
periscope.
You
have
to
use
sequel,
but
my
dream
is
that
we
can
have
this
in
periscope
cool.
C
You
might
want
to
stop
screen
sharing
thanks
to
that.
I
have
the
next
one
as
well:
small
request,
I
love
to
virtual
pizza
party
blog
post,
this
kind
of
a
group
social,
and
maybe
we
can
cross
link
both
I
can't
find
the
docs
for
a
group,
social.
But
a
group
search
is
kind
of
having
a
meeting
which
er
with
your
immediate
team
or
team
social
I
think
we
should
call
it,
and
maybe
someone
can
find
a
link.
C
Regarding
measuring
links,
I'm
skipping
number
four,
because
I
start
seeing
all
the
questions
regarding
measuring
links.
Can
we
add
the
percentage
without
a
doc
or
an
issue
or
merge
request,
link
because
I
think
we're
now
counting
like
what
percentage
contains
this
or
a
percentage
contains
that.
But
you
might
have
multiple
links
in
an
in
some
of
your
responses
and
no
links
in
others,
and
we
cannot
care
about
the
ones
that
have
no
links,
because
something
something
is
up
in
those
is
data.
It's
just
a
possibility.
I
think.
D
So
SID
I'll,
chime
in
here
I,
know
Tom
Atkins
has
been
working
on
this
I,
don't
believe
he's
in
the
call
he
is
Tom
if
you
want
to
speak
up,
feel
free,
but
one
of
the
things
I
do
want
to
highlight
before
I
pass
the
time
we
had
a
customer
say
the
other
day
in
one
of
their
feedback
ratings
they
didn't
like
this
was
just
one
customer
one
instance
they
didn't
like
that.
We
were
just
pointing
documentation
right.
Obviously,
we
want
to
figure
out
the
right
balance
of
helping
them
and
having
valuable,
Doc's.
D
C
But
I
don't
think
anybody's
asking
for
just
a
link
like
if
you
ask
me
a
question
there:
well,
no
one's
I.
Don't
think
anybody
objects
to
also
having
a
link
in
the
email.
So
that's
that's
the
goal.
It's
not
we're
not
measuring.
Are
you
only
sending
links
to
customers
that
will
be
super
detrimental,
so
I,
don't
think
we
should
confuse
the
only
sending
links
with
sending
links.
I
think
sending
a
link
is
fine
as
long
as
you
also
like
guide
the
customer
to
it
and
help
answer
the
question
make
sense.
It
yeah
I
think.
A
There's
there's
actually
some
work
being
done.
I
think
was
a
very
short
Iago
that
had
put
too
there's
some
information
on
how
to
kind
of
better
the
better
the
responses
and
kind
of
keep
things
going.
So
it
is
that
combination
of
links
and
explanation
and
Tom
sorry
to
interrupt
if
you
were
willing
to
speak
to
the
reverse
side
of
that
metric.
E
You
Jason
looks
like
I
have
the
next
item
so
with
one
of
the
educational
targets
being
caperna
DS?
Is
there
anything
our
in
company
experts
could
particularly
assist
you
guys
with
I'm
sorry
with
the
team,
with
either
resources
tools
that
we
are
making
use
of
guides
that
we
may
find
or
may
be
able
to
write
for
you.
Maybe
a
small
group
instruction
at
some
point
think
like
birds
of
a
feather
type
calls
the.
A
D
I
think
Lyle.
You
may
have
some
other
thoughts
here,
I'll
just
chime
in
for
a
quick
second
I.
Every
kubernetes
expert
that
we've
had
has
been
super
helpful
already.
So
thank
you
all
kubernetes
experts
that
gate
love.
Thank
you.
So
much
you've
been
a
great
help
from
there.
Yes,
something
more
formalized
will
probably
be
helpful,
I'm
just
getting
an
issue
out
and
getting
that
outline.
So
thank
you,
Jason
for
thinking
of
that,
but
already
you've
been
a
great
help,
helping
us
understand
or
helm
chart
and
how
customers
are
leveraging
that
and
expanding
on
that.
F
I
know
I
mean
just
the
the
posture
of
openness
where,
like
even
in
the
kerbin
community's
Channel,
you've,
said
very
explicitly
that
it's
okay
for
people
to
ask
dumb
questions
that
all
is
very
helpful
in
terms
of
getting
something
more
formal,
I
think
that
we'll
probably
need
to
just
discuss
sort
of
get
a
learning
group
together
and
to
kind
of
discuss
what
how
the
best
solve
their
need.
But
right
now
it's
very
much
manager
by
manager
in
terms
of
who's,
doing
learning.
E
Okay,
I'm
going
to
add
this:
it's
not
directly
related,
but
you
triggered
me
a
little
bit.
There
is
no
such
thing
as
a
dumb
question:
okay,
as
one
of
the
people
as
an
expert
in
that
channel,
let
me
make
it
very
clear
that
this
is
something
that
I
feel
I
know
the
rest
of
company
does.
So
let
me
put
it
on
record
for
YouTube.
There
is
no
such
thing
as
a
dumb
question.
There
is
a
question
where
you
don't
know
something,
but
you
know
someone
else.
E
G
I
do
thank
you.
So
all
your
first
response
time,
initiatives
I,
think
have
been
amazing.
I've
seen
the
your
SLA
percentage
is
skyrocketing,
but
it
seems
like
the
effect
of
that
is,
is
causing
next
response
time
percentages
to
suffer.
So
what
are
your
plans
to
help
address
the
drop
in
next
response
time?
Sla
percentages.
D
On
that
front,
John
I
think
the
the
big
thing
is
we're
working
to
figure
out
where
and
why
they
breach.
We
just
did
some
analysis
a
few
months
ago
to
understand.
We
had
this
premise
that
the
longer
a
ticket
went,
the
more
likely
it
was
to
breach
which
was
not
true,
which
was
a
fascinating
discovery
that
we
found
and
we're
trying
to
better
understand
what
what
is
there
anything
that
we
can
look
at?
That
will
help
us
understand.
Why
took
its
breach,
and
that's
the
next
big
thing.
D
The
other
thing
that
we're
also
trying
to
balance,
as
we
think
about
these
metrics
first
reply.
Time
is
really
valuable,
because
that's
first
contact
and
making
sure
that
we
triage
and
get
them
the
help
that
they
need
next
reply.
Time
is
also
very
valuable,
but
ultimately
time
to
resolve
is
also
valuable,
so
we're
trying
to
find
the
right
balance
of
what
are
the
right
targets
and
metrics,
as
well
as
balancing
that
with
sisa.
So
we
want
to
improve
it.
The
focus
first
is:
why
do
tickets
breach
and
and
honing
in
they're?
D
A
Just
I
just
want
to
reiterate
the
time
to
resolve.
That's
been
a
new
thing.
We've
started
introduced
in
a
month.
The
metrics
review
and
I
think
that
is
actually
the
the
key
to
kind
of
reducing
reducing
number
of
next
replies
for
starters,
but
also
just
getting
the
solution
in
the
hands
of
the
customer
faster
right.
And
then
we
probably
start
to
measure
that,
rather
than
our
next
reply,
performance.
G
I
guess
I
kind
of
there's
no
other
question.
So
let's
just
like
to
ask
a
quick
follow-up:
is
there
anything
that
we
can?
The
tabs
can
do
to
help
our
customers
provide
better
initial
support
tickets
to
support
I
know
we've
kind
of
talked
about
this
in
the
past
lien
Lyle,
but
maybe
you
have
some
more
thoughts
as
to
what
we
can
do.
Maybe
if
there's
a
handbook
entry,
we
can
even
reference
our
customers
to
to.
Please
include
these
as
part
of
your
initial
email.
D
I'll,
chime
in
and
then
Lyle,
if
you
have
any
of
the
thoughts
I,
did
a
get
lab,
unfiltered
video
that
was
based
on
a
training
that
I
gave
it
a
customer
in
there
there's
a
section,
there's
a
slide
deck
and
a
section
in
there.
That
I
think
is
valuable.
That
outlines
what
we
want
to
see
from
customers,
so
I
would
check
out
support.
Debugging
techniques
get
lab
support.
D
Engineers
perspective,
it's
the
long
title,
but
it's
on
unfiltered,
that's
a
great
resource
to
give
to
your
customers
and
it
outlines
what
we
want
to
see
in
in
first
replies
or
first
touch
points.
The
other
thing
there
as
we
notice
it.
John
we've
been
pinging,
Tam's
and
saying:
hey.
We
need
more
here.
We
need
this,
but
I
do
think.
A
handbook
update
would
be
helpful.
D
The
other
thing
that
I
want
to
think
about
is,
as
we
partner
to
help
customers
we've
been
trying
to
make
sure
that,
as
you
see
things
and
need
help
that
you
can,
you
also
have
the
power
to
call
in
other
groups
to
help.
There
was
a
great
example
last
week
of
somebody
calling
in
a
Geo
team
member
to
come
in
and
help
and
I
want
to
encourage
that
as
well.
So
handbook
uptake
good
idea,
I
think
we
need
to
make
sure
that
that's
clear
the
video
and
the
slide
deck
from
that
video.
D
G
A
I
would
also
really
it's
not
a
one-time
one-time
deal
right,
customers
change
people
interact
with
us
pretty
frequently
so
I
think
we,
you
know
if
there's
like
regular
reviews
with
them
or
whatever,
just
reiterating
how
to
interact
with
support
from
the
first
first
touch
to
continue
touches.
So
you
appreciate
that
help
for
sure.
D
It
also
brings
to
my
mind
the
idea
John,
that
as
support
managers,
we
should
do
a
better
job
of
highlighting
when
we
get
good
responses
as
well.
So
I
think
that
that's
something
that
we
can
draw
attention
to
when
when
it
went
to
cut
any
customer,
sends
us
like
this
is
exactly
what
we
want
to
see.
I'm
just
sharing
that,
so
we
can
all
have
a
better
perspective.
So
I
like
thinking
about
it
from
that
way
as
well.