kris.qin@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 |
|---|---|---|---|---|---|
| 1 | 7m 32s | — | GENERAL INQUIRY | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 4.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 3.00 | 1 |
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? |
|---|---|---|---|---|---|---|---|
| GENERAL INQUIRY | 1 | 7m 32s | 3.00 | 4.00 | 1.00 | 1.00 |
Week-over-Week Movement
- Improve protocol adherence and communication clarity
- Ensure essential product details are collected for hardware-related issues
- Provide clear next steps and follow-up plans to avoid unresolved cases
What Went Well
- Acknowledged customer issue and verified email details
> I can see it, I can help you check.
The agent correctly located the customer’s email in the system and confirmed timestamps, showing attention to the customer’s stated need for a hardware-failure confirmation email.
Growth Opportunities
- Collect essential product details and resend confirmation email
> Mm, mm, yes, wow, yes, wow, I can see it, yes, wow, OK, OK, please wait a moment, Mr. Zhang, let me help you with this, please wait.
What better looks like: Proactively ask for model/serial numbers, verify warranty eligibility, and immediately resend the missing MRO email. Document all steps in HappyFox to create an audit trail.
- Improve communication clarity and provide concrete next steps
> No resolution provided. Agent suggested customer call back later if email not received.
What better looks like: Use concise, professional language without filler phrases. Close every call with a clear action plan: “I’ve opened ticket #PR00130372 and will email the MRO confirmation within 30 minutes. You’ll receive a follow-up SMS once it’s sent.”
Next Week's Focus
- Always collect model, serial, and firmware version for any hardware-related inquiry, even if the customer mentions an account ID.
- Resend critical emails immediately when requested, and confirm delivery with the customer before closing.
- Replace filler phrases (“wow, yes, wow”) with structured responses: “I understand your concern about X. Let me check Y for you.”
- Document every call in HappyFox with a ticket, even for “quick” requests, to ensure continuity and accountability.
Technical Accuracy
Improvement
No dedicated transcript quote available.
Agent failed to collect essential product details (model/serial) required for hardware-failure verification. No email was resent, and no case was created or escalated despite clear warranty/return eligibility.
Improvement
No dedicated transcript quote available.
Call ended with no clear next steps, timeline, or ownership, leaving the customer stranded. Operational closure status marked as abandoned_or_vague.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
Internal use only — not for agent review.
This week’s single call highlights a critical pattern: unresolved customer needs due to missing product data collection and unclear closure. The agent’s tendency to use filler phrases (“wow, yes, wow”) and avoid explicit next steps created a vague, unprofessional experience. Focus next week on structured data gathering and unambiguous commitment to follow-up actions.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #PR00130372 | 2026-05-28 | 3 | INBOUND | GENERAL INQUIRY | No resolution, suggest call back |