eric.marbella@concentrix.com — 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 |
|---|---|---|---|---|---|
| 14 | 38m 12s | MX6200 | GENERAL INQUIRY | 6 | 5 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.50 | 14 |
| Protocol | 1.20 | 14 |
| Communication | 2.20 | 14 |
| Overall | 1.90 | 14 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 9 | 49m 16s | 1.97 | 2.56 | 1.33 | 2.22 | |
| WHW | 1 | 38m 18s | 1.00 | 1.00 | 1.00 | 1.00 |
Key Observations
- MX is one of the slowest families at 49m 16s.
- WHW is one of the slowest families at 38m 18s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| GENERAL INQUIRY | 5 | 21m 19s | 2.20 | 4.00 | 1.20 | 2.20 | |
| CONNECTIVITY | 3 | 48m 3s | 1.70 | 1.30 | 1.30 | 2.00 | ✓ |
| SETUP | 3 | 53m 24s | 1.80 | 2.30 | 1.30 | 2.30 | ✓ |
| ACCESS | 2 | 79m 2s | 2.20 | 3.00 | 1.00 | 2.00 | |
| HARDWARE | 1 | 56m 5s | 1.80 | 5.00 | 1.00 | 2.00 | ✓ |
Week-over-Week Movement
- Improve protocol adherence and accuracy in technical guidance.
- Ensure proper case documentation and follow-up for all calls.
- Avoid unauthorized third-party tools and incorrect technical procedures.
What Went Well
- Clear escalation path and realistic expectations
> "I’ll set your expectations that they will be contacting you via email or phone within 24 to 48 business hours."
- Empathy and acknowledgment of frustration
> "I understand how frustrating this must be, and I’m here to help get this resolved."
- Ownership of follow-up actions
> "I’ve escalated this to our Customer Service team, and they’ll reach out with the exact refund amount."
[#PR