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 | — |
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 | 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 and communication adherence, especially in handling hardware-failure confirmation emails and operational closure.
What Went Well
No transcript highlights available for this week.
Growth Opportunities
Protocol and Communication Gaps
The agent needs to adopt a more structured approach to protocol and communication, especially when handling hardware-failure confirmation emails. What better looks like:
- Resend the missing confirmation email immediately when a customer requests it, confirming the action verbally.
- Collect essential device details (model, serial number) before closing the call, even if the customer hasn’t provided them.
- Create a HappyFox case or initiate escalation for clear warranty/return issues, documenting all actions and next steps.
- Provide clear next steps and ownership, including timelines, rather than vague promises like “call back later.”
Operational Closure Failure
To avoid abandoning calls, the agent should always close calls with a concrete next step. What better looks like:
- Confirm next actions with the customer (e.g., “I will resend the email now and follow up within 24 hours”).
- Document the call in HappyFox, noting what was done and what will happen next.
- Set a callback or follow-up if immediate resolution isn’t possible, and schedule it in the system.
Next Week's Focus
- Resend missing emails immediately when requested, confirming the action with the customer.
- Collect product details (model, serial) on every hardware-failure call, even if the customer hasn’t provided them.
- Create a HappyFox case for any warranty/return issue, documenting all troubleshooting steps and next actions.
- Close calls with clear next steps, including timelines and ownership — no vague “call back later” promises.
Technical Accuracy
Improvement
Agent failed to resend the missing hardware-failure confirmation email despite direct customer request. No product details (model/serial) were collected, and no HappyFox case or escalation was initiated. Call ended with no clear next steps or ownership.
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 single call this week highlights a critical need for improved protocol adherence and communication clarity, especially around hardware-failure email confirmations and operational closure. The agent did not collect essential product details, resend the requested email, or create a HappyFox case — all core functions for this type of case. Focus next week on structured troubleshooting, clear next-step documentation, and immediate action on customer requests.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #PR00130372 | 2026-05-28 02:23:36+00:00 | 3 | INBOUND | GENERAL INQUIRY | ⚠ Closed incorrectly |