jeneth.villanil@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 | 8m 29s | MX8000 | SETUP | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 1.00 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 8m 29s | 1.00 | 1.00 | 1.00 | 1.00 |
Key Observations
- MX is one of the slowest families at 8m 29s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 8m 29s | 1.00 | 1.00 | 1.00 | 1.00 | ✓ |
Week-over-Week Movement
- Overall moved down 2.00 vs. last week.
- Accuracy moved down 1.00 vs. last week.
- Protocol moved down 1.00 vs. last week.
- Communication moved down 2.00 vs. last week.
- Average handle time moved down by 99m 42s.
- Family swing: MX handle time moved down by 99m 42s vs. last week.
What Went Well
No transcript highlights available for this week.
Growth Opportunities
Protocol adherence and issue identification
In theory, we count to 60. 1, 2, 3.
What better looks like: Start every call by confirming the customer’s issue, collecting essential product details (model, serial number, warranty status), and referencing KB articles before initiating any troubleshooting. Use structured troubleshooting branches that align with documented solutions.
Technical accuracy and resolution
What better looks like: Replace non-KB-compliant steps (like counting to 60) with validated troubleshooting actions. For MX setups, verify network connectivity, confirm firmware levels, and follow the official setup checklist. Document each step taken and its outcome before moving to the next.
Next Week's Focus
- Start with the basics: On every call, confirm the issue, collect model/serial/warranty info, and reference the KB before troubleshooting.
- Use validated steps: Replace ad-hoc actions with documented troubleshooting sequences. For MX setups, follow the official setup guide.
- Document as you go: Note each action’s result in the ticket to ensure continuity and avoid repeating steps.
- Escalate when needed: If the issue remains unresolved after standard troubleshooting, document all steps and escalate clearly.
Technical Accuracy
Improvement
In theory, we count to 60. 1, 2, 3.
Agent instructed customer to count to 60 without technical basis or KB compliance, indicating a lack of valid troubleshooting steps.
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
No additional coach-only appendix material was extracted this week.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00077962 | 2026-06-01 23:06:03+00:00 | 1 | INBOUND | MX8000 | SETUP | — |