kris.qin@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 1 | 7m 32s | — | GENERAL INQUIRY | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 4.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 3.00 | 1 |
Scores reflect 1 call reviewed. Score range: lowest 1.0 to highest 4.0.
Where Time Goes
Models Supported
Product model data not available for this week.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| GENERAL INQUIRY | 1 | 7m 32s | 3.00 | 4.00 | 1.00 | 1.00 | ✓ |
The GENERAL INQUIRY category shows a concerning pattern: while accuracy was perfect (4.00), both protocol and communication scores were at the minimum (1.00), and the call remained unresolved. This suggests the agent successfully identified the issue but struggled with execution and professional dialogue flow.
Week-over-Week Movement
No prior-week comparison exists.
What Went Well
Despite challenges in this single call, kris demonstrated some positive behaviors worth reinforcing:
Acknowledging customer concerns and verifying details
The agent correctly identified the customer's need for a hardware-failure confirmation email and verified the email timestamp (May 21st 4:36 PM) and customer email address. This shows attention to basic validation steps.
Growth Opportunities
1. Provide clear, actionable next steps for hardware-failure cases
The customer urgently needed a hardware-failure confirmation email to proceed with refund/replacement, but no email was resent, no product details were collected, and no HappyFox case was initiated. Good looks like:
- Resending the missing confirmation email immediately
- Collecting essential product details (model/serial number)
- Creating a formal HappyFox case with clear next steps and timeline
- Documenting ownership ("I will handle this and follow up by [time]")
Agent response example from the call
"Mm, mm, yes, wow, yes, wow, I can see it, yes, wow, OK, OK, please wait a moment, Mr. Zhang, let me help you with this, please wait."
What to replace this with:
"Mr. Zhang, I see the email from May 21st. I'll resend the hardware-failure confirmation immediately and create a formal case for your refund/replacement. To process this, I need your device's model and serial number. I'll update you within 15 minutes with tracking details."
2. Replace filler phrases with professional communication
Protocol and communication scores were at the minimum due to excessive filler phrases ("wow, yes, wow", "mm, mm") and vague promises. Good looks like:
- Using concise, professional language
- Structuring responses with clear beginning, middle, and end
- Avoiding vague commitments like "call back later" without specific timelines
Next Week's Focus
- Hardware-failure protocol: Create a quick reference cheat sheet for hardware-failure cases: verify email → collect model/serial → resend confirmation → create HappyFox case → provide timeline.
- Communication audit: Practice replacing filler phrases with active listening acknowledgments ("I understand you need...", "Let me confirm...") and clear next-step statements.
- Case documentation: Before closing any call involving warranties/refunds, ensure a HappyFox case is created or referenced.
- Time management: For urgent requests, set explicit time boundaries ("I'll resolve this within the next 15 minutes") rather than open-ended promises.
Technical Accuracy
Improvement
Agent failed to resend the missing hardware-failure confirmation email despite direct customer request. No product details (model/serial) were collected, and no HappyFox case or escalation was initiated. Call ended with vague promises and no actionable next steps.
Note: Core support functions (resending email, collecting device details, case creation) were not performed for a clear warranty/return issue. #PR00130372
Coaching Moments
Improvement
Transcript excerpt: "Mm, mm, yes, wow, yes, wow, I can see it, yes, wow, OK, OK, please wait a moment, Mr. Zhang, let me help you with this, please wait."
Note: Excessive filler phrases impaired clarity and professionalism. Replace with structured, solution-focused communication that acknowledges the issue and outlines concrete next steps.
Escalation Lessons: What L2 Did
No escalation occurred during this week. The call was unresolved but not escalated.
Coach Appendix
Highest-signal weekly trend: This single call reveals a critical gap in handling hardware-failure cases - the agent verified issue details but failed to execute core support functions (resending email, collecting product info, case creation). The combination of perfect accuracy scoring with minimum protocol/communication scores suggests a disconnect between issue identification and execution.
Key pattern for next coaching: Focus on translating verified issue understanding into actionable case documentation and clear customer commitments. Practice the hardware-failure protocol flowchart to build confidence in executing all required steps.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #PR00130372 | 2026-05-28 | 3 | INBOUND | GENERAL INQUIRY | ⚠ Closed incorrectly |