# kharla.proel — Coaching Report

## Week of 2026-05-25 – 2026-05-31

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## At a Glance

| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 33 | 17m 28s | WHW03 | CONNECTIVITY | 33 | 1 |

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## Scorecard  

| Dimension   | This Week | Calls Reviewed |
|-------------|-----------|----------------|
| Accuracy    | **1.97**  | 33             |
| Protocol    | **1.82**  | 33             |
| Communication | **2.12** | 33             |
| Overall     | **2.24**  | 33             |

*Scores reflect the range **1.1 – 3.6** across the 33 calls reviewed.*  

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## Where Time Goes  

### Product Families  
Product family data not available for this week.  

### Problem Categories  

| Category        | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|-----------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------|
| CONNECTIVITY    | 16    | 20m 29s         | 2.06        | 1.81         | 1.75         | 2.12              | ✓ |
| SETUP           | 4     | 22m 01s         | 2.00        | 1.75         | 1.75         | 2.00              | ✓ |
| ACCESS          | 3     | 14m 28s         | 2.07        | 2.67         | 2.00         | 2.00              | ✓ |
| CONFIGURATION   | 6     | 19m 20s         | 2.15        | 2.83         | 1.67         | 2.00              | ✓ |
| GENERAL INQUIRY | 1     | 6m 23s          | 1.80        | 1.00         | 2.00         | 2.00              | ✓ |
| NO TROUBLESHOOTING NEEDED | 1 | 7m 14s | 3.00 | 2.00 | 2.00