Ayman Elamin — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|
| 3 | 12m 0s | MBE7000 | CONNECTIVITY | — | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|
| Accuracy | 3.00 | 3 |
| Protocol | 2.00 | 3 |
| Communication | 2.33 | 3 |
| Overall | 2.87 | 3 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|
| MBE | 1 | 19m 56s | 3.00 | 4.00 | 3.00 | 2.00 | |
Key Observations
- MBE is one of the slowest families at 19m 56s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|
| CONNECTIVITY | 3 | 12m 0s | 2.87 | 3.00 | 2.00 | 2.33 | ✓ |
Week-over-Week Movement
- Improve protocol adherence (model/serial collection, verification steps).
- Correct technical procedures (reset button hold time, LED verification).
- Enhance call control and avoid off-topic interruptions.
What Went Well
- Correct product identification – The agent quickly recognized the