rubierosa.levi@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 |
|---|---|---|---|---|---|
| 7 | 26m 52s | MX2000 | ACCESS | 7 | 2 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.57 | 7 |
| Protocol | 1.71 | 7 |
| Communication | 2.43 | 7 |
| Overall | 1.86 | 7 |
Scores reflect QA evaluation across 7 calls reviewed. Overall range: 1.1 – 3.0.
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? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 1 | 36m 06s | 3.00 | 1.00 | 2.00 | 3.00 | |
| SETUP | 1 | 28m 51s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ |
| ACCESS | 3 | 27m 18s | 1.47 | 1.00 | 2.00 | 2.33 | ✓ |
| CONNECTIVITY | 2 | 6m 48s | 2.25 | 3.00 | 1.50 | 2.50 |
SETUP and ACCESS are the primary focus areas this week. The SETUP category shows extremely low accuracy and protocol scores, indicating a need for clearer model-specific guidance and reduced reliance on unsupported configurations. ACCESS calls also struggle with accuracy, suggesting inconsistent troubleshooting for login and app-detection issues.
Week-over-Week Movement
No prior-week comparison data available for this agent.
What Went Well
Professional communication
The agent consistently maintained a polite, patient tone that helped de-escalate frustration and kept customers engaged throughout complex troubleshooting.
#LTS00130683
"oh, yeah, that's good. Yes, sir, that's good. Is, like, for example, um, the child node upstairs will connect to the child node downstairs, cuz, uh, that's in between, sir. That's actually a good setup. Yes, good job."
#LTS00131014
"This is Toby from Linksys technical support. Yes. Hi, sir. Thank you for answering my call back."
These excerpts show the agent validating customer efforts, using positive reinforcement, and delivering clear opening statements that set a collaborative tone.