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 | ✓ |
| HARDWARE | 1 | 11m 27s | — | — | — | — |
Week-over-Week Movement
- Overall moved up 0.47 vs. last week.
- Accuracy moved up 2.00 vs. last week.
- Protocol moved up 1.00 vs. last week.
- Communication moved up 0.33 vs. last week.
- Average handle time moved up by 1m 37s.
- Family swing: MR handle time moved up by 3m 48s vs. last week.
What Went Well
- Established clear follow-up path
You committed to checking internal inventory and responding via email after receiving the reseller's email, providing a valid operational path forward for the customer.
Growth Opportunities
- Protocol adherence and case management
What better looks like: Always collect product serial number and warranty status for replacement eligibility, and create/reference a HappyFox case number during the call to ensure proper documentation and tracking.
- Reduce filler language
What better looks like: Replace excessive "yes," "okay," and "uh-huh" with concise, value-adding responses that move the conversation forward, such as summarizing key points or confirming next steps.
Next Week's Focus
- Start every hardware/inquiry call by confirming serial number and warranty status – this takes <30 seconds but prevents downstream escalations.
- Create a HappyFox case number within the first 2 minutes of every call – use the case number in all customer communications.
- Practice replacing filler words with active listening cues like "I understand," "Got it," or "Let me confirm that..."
- End calls with a clear, written summary sent via email – even if the issue isn't resolved, document what was discussed and next steps.
Technical Accuracy
Improvement
Failed to collect product serial number and warranty status, critical for replacement eligibility. Did not create or reference a HappyFox case number, violating case management protocol.
Improvement
Used excessive filler language ('yes', 'okay', 'uh-huh') without advancing the conversation.
Strength
Established a clear follow-up path by committing to check internal inventory and respond via email after receiving the reseller's email.
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
The highest-signal weekly trend shows a critical gap in protocol adherence around case management and customer information collection. The agent successfully established follow-up paths but consistently missed foundational steps (serial number, warranty status, case creation) that would prevent escalations. Focus next week on building these habits at the start of every call – they take minimal time but prevent significant downstream work.
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 | — |