fatimaalpha.actub@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 |
|---|---|---|---|---|---|
| 1 | 13m 43s | MX2000 | CONNECTIVITY | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 5.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 1.80 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 13m 43s | 1.80 | 5.00 | 1.00 | 2.00 |
Key Observations
- MX is one of the slowest families at 13m 43s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 13m 43s | 1.80 | 5.00 | 1.00 | 2.00 | ✓ |
Week-over-Week Movement
- Improve agent engagement to ensure customer issues are captured and addressed.
What Went Well
Despite the challenges this week, there was one clear strength to build on:
Professional automated greeting
The initial automated message was clear and professional, setting appropriate expectations for customers. This shows the agent understands the importance of a positive first impression even in automated components.
Growth Opportunities
Agent Engagement and Issue Capture
The most critical opportunity this week was the complete lack of agent engagement. The call ended after the automated greeting without any interaction, issue identification, or troubleshooting.
No agent engagement; call ended after automated greeting without collecting customer issue or performing troubleshooting. Operational closure status marked as 'abandoned_or_vague'.
#LTS00058570
What good looks like:
- Answer the call promptly and introduce yourself by name
- Ask open-ended questions to understand the customer's specific issue ("Can you describe what you're experiencing?")
- Guide the customer through basic troubleshooting steps appropriate to their reported problem
- Document all interactions in the ticket system with clear next steps
Next Week's Focus
- Active call answering: Ensure every inbound call is answered personally, not left to automated messages alone
- Issue capture routine: Develop a consistent opening script to gather product model, symptom description, and environment details
- Troubleshooting branching: Practice safe, product-appropriate troubleshooting paths for connectivity issues (e.g., basic network checks, device reboot, cable verification)
- Closure discipline: Always confirm next steps with the customer and document them clearly in HappyFox before ending the call
Technical Accuracy
Improvement
No agent engagement; call ended after automated greeting without collecting customer issue or performing troubleshooting. Operational closure status marked as 'abandoned_or_vague'.
#LTS00058570
Note: The call never progressed to any technical interaction, so no product-specific accuracy could be assessed. The primary technical gap was the failure to engage with the customer to identify or address any actual issue.
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
Highest-signal weekly trend: The single call this week represents a critical failure mode where the agent did not engage with the customer at all, resulting in an abandoned call despite a professional automated greeting. This pattern indicates a need for immediate focus on active call answering, issue capture, and basic troubleshooting execution before advancing to more complex scenarios.
Recurring pattern: The agent must prioritize personal engagement on every call. Automated messages are useful for initial information but cannot replace direct agent interaction to diagnose and resolve customer issues.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00058570 | 2026-06-03 | 1.8 | INBOUND | MX2000 | CONNECTIVITY | No action taken; call ended after greeting. |