xiaoge.ji@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 |
|---|---|---|---|---|---|
| 2 | 9m 36s | MR7500 | GENERAL INQUIRY | 2 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 5.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 2.80 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| OTHER | 1 | 11m 27s | — | — | — | — | |
| MR | 1 | 7m 44s | 2.80 | 5.00 | 2.00 | 2.00 |
Key Observations
- OTHER is one of the slowest families at 11m 27s.
- MR is one of the slowest families at 7m 44s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| GENERAL INQUIRY | 1 | 7m 44s | 2.80 | 5.00 | 2.00 | 2.00 | ✓ |
Week-over-Week Movement
- Improve protocol adherence (case management, information collection)
- Reduce filler language and improve communication clarity
What Went Well
- Established clear next step for follow-up
The agent committed to a concrete action plan for the stock availability inquiry, which provides a valid path forward.
> Agent will review forwarded email and follow up via email with stock availability information.
Growth Opportunities
- Collect critical customer information upfront
What good looks like: Always verify product serial number and warranty status before discussing replacements, as this determines eligibility and avoids wasted time.
> Failed to collect product serial number and warranty status, critical for replacement eligibility.
- Adhere to case management protocol
What good looks like: Create or reference a HappyFox case number during every call to ensure proper documentation and tracking.
> Did not create or reference a HappyFox case number, violating case management protocol.
Next Week's Focus
- Always verify serial number and warranty status within the first 30 seconds of any replacement inquiry.
- Create a HappyFox case number during the call opening to ensure proper documentation.
- Reduce filler language by practicing concise affirmations ("Understood" vs. "Uh-huh, yes, okay").
- Provide estimated timelines during follow-ups instead of vague promises.
Technical Accuracy
Improvement
Failed to collect product serial number and warranty status, critical for replacement eligibility.
Improvement
Did not create or reference a HappyFox case number, violating case management protocol.
Improvement
Used excessive filler language and repetitive affirmations without adding value.
Coaching Moments
Improvement
You're asking when Taggata will have stock available for replacement, right?
Note: This moment shows the agent correctly identifying the customer's core need but missing the opportunity to collect essential details (serial/warranty) before proceeding. Next time, frame this as: "I understand you need a replacement MR7500. Before I check availability, I need to verify your serial number and warranty status to ensure eligibility."
Escalation Lessons: What L2 Did
No escalation cases to analyze this week. All cases were documented and managed at Level 1.
Coach Appendix
Highest-signal weekly trend: The agent shows strength in committing to follow-up actions but consistently misses foundational information collection (serial numbers, warranty status) and case documentation protocols. This creates unnecessary follow-up work and risks eligibility issues. Focus next week should be on building a standardized opening script for replacement inquiries that captures these critical details within the first minute of the call.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #PR00130372 | 2026-06-02 | 2.8 | INBOUND | MR7500 | GENERAL INQUIRY | ⏳ Pending |
| #LTS00132369 | 2026-06-05 | — | INBOUND | FGW5500 | HARDWARE | — |