• [x] Mental health/Personal check-in

  • [x] Topics review (both you and myself)

    • [x] What the heck is EOS? Chapter Questions
    • [x] Chapter 4
      • [x] What seat am I in, and what are my 5 roles and responsibilities?
      • [x] Am I in the Right Seat where I can contribute the most to the organization?
      • [x] What are your 5 roles and/or responsibilities, and how can I help you?
    • [ ] Chapter 5
    • [ ] Chapter 6
    • [ ] Chapter 7
    • [ ] Chapter 8
      • [ ] Coaching (if applicable)

  • [x] KPI Review

    • [x] Intercom workload KPIs:

      • CSAT: 100% Goal is 96% or higher

      • Median handle time: 43m 32s Goal is 1h or less

      • Median first response: 3m Goal is 5m or less

      • Conversations replied to: 39 Goal is 30 or more

      • Closed conversations: 23 Goal is 30 or more

      • Median responses per conversation: 4 Goal is 7 or less

      • Number of escalations in past week: 2

        • In the current quarter (Q3 2024, July 1-Sept 30): 2 (4.16%) Goal is less than 2% per quarter Coaching completed previous 1:1 (see

        1:1 Meeting 07/03/2024

        • Reference:
          • Misty Musick: https://app.intercom.com/a/inbox/iqu23may/inbox/conversation/36000298454?view=List
          • Jeanne Demet: https://app.intercom.com/a/inbox/iqu23may/inbox/shared/mentions/conversation/36000297106?view=List
    • [x] Other tasks/initiatives KPIs:

    60-day initiative tackling by next week.

    Ronen to create a draft recategorizing articles by July 17, 2024.

  • [x] Are there any new or repeated challenges or roadblocks you're facing in completing your workload?

    Product knowledge and tool finding- there is improvement in the tools. Need accounting resources. Identifying errors vs features.

  • [x] What goals or objectives have you set for yourself this upcoming week?

    • [x] Are you on track to achieve them?
    1. LEDES knowledge - Jay to check for additional articles for LEDES and how they work with LeanLaw, videos can supplement as well
    2. Increased autonomy in chats

  • [x] Is there any specific area or skill you would like to improve upon?

    • [x] How can I support your growth?

    LEDES, trust accounting, contingency firms/billing, general accounting knowledge.

  • [x] Do you have any suggestions or feedback on team processes, communication, or collaboration?

    • [x] On me as a manager?

  • [ ] Closing