dennis.gamolo@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 |
|---|---|---|---|---|---|
| 2 | 8m 36s | MX4200 | GENERAL INQUIRY | 1 | — |
Work Mix Lens
- No clear work-mix signal was available this week.
- Use the general self-help lens until queue ownership or escalation ownership becomes clearer.
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 5.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.50 | 2 |
| Overall | 3.00 | 2 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 9m 54s | 3.00 | 5.00 | 1.00 | 2.00 |
Key Observations
- MX is one of the slowest families at 9m 54s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| GENERAL INQUIRY | 2 | 8m 36s | 3.00 | 5.00 | 1.50 | 2.50 |
Week-over-Week Movement
- Overall moved up 1.20 vs. last week.
- Accuracy moved up 4.00 vs. last week.
- Protocol moved down 0.50 vs. last week.
- Communication moved up 0.50 vs. last week.
- Average handle time moved down by 37m 26s.
What Went Well
- Polite and professional communication: Maintained a polite tone despite customer frustration.
- Accurate product identification: Correctly identified the product model (MX4200) early in the call.
Growth Opportunities
- Protocol adherence and critical data collection: Ensure you collect the serial number and verify warranty status for refund/RMA eligibility. Avoid suggesting further troubleshooting when the customer has already decided to stop using the product.
- Follow-up clarity and efficiency: Capture the customer's email address for reliable follow-up and set specific callback times or dates. Avoid relying on the customer to reply to an unspecified prior email.
Next Week's Focus
- Collect critical data first: Always ask for the serial number and verify warranty status before discussing next steps.
- Set concrete follow-up actions: Capture the customer's email, set a specific callback time/date, and confirm the next step before ending the call.
- Avoid unnecessary troubleshooting: If the customer has already decided to stop using the product, focus on resolution (refund/RMA) rather than further troubleshooting.
- Improve call flow efficiency: Reduce filler words and long silences to keep the call moving forward.
Technical Accuracy
- Improvement
Failed to collect serial number or verify warranty status, both critical for refund/RMA eligibility. Agent suggested further troubleshooting despite customer clearly stating they are no longer using the product.
- Improvement
Failed to capture the customer's email address for follow-up, creating dependency on an unconfirmed prior email thread. Next step relies on customer action (replying to an old email), which risks follow-up failure.
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 is the need for improved protocol adherence, especially around critical data collection (serial number, warranty status) and clearer follow-up actions. Both calls involved refund requests where the agent did not collect essential information or set reliable next steps, leading to unresolved cases and potential follow-up failures.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #GI00130703 | 2026-05-25 17:28:39+00:00 | 3 | OUTBOUND | MX4200 | GENERAL INQUIRY | ↻ Callback set |
| #GI00130703 | 2026-05-26 17:32:17+00:00 | 3 | OUTBOUND | GENERAL INQUIRY | ⏳ Pending |