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 | — |
Work Mix Lens
- Hybrid week: 1 LTS queue calls and 0 TE-owned calls.
- Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.
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
- Agent failed to engage with the customer, resulting in an abandoned call with no troubleshooting or issue resolution.
What Went Well
No transcript highlights available for this week. The call recording shows only an automated greeting with no agent interaction. While the automated message was clear and professional, effective coaching requires live agent engagement to build skills.
Growth Opportunities
No Agent Engagement
The call consisted entirely of an automated welcome message with no live agent interaction, issue capture, or troubleshooting. This resulted in an abandoned call with no customer problem resolution.
Next step: Begin every call by introducing yourself as a live agent, confirming you're ready to help, and actively inviting the customer to share their issue. Use open-ended questions to understand the problem before proceeding with any troubleshooting.
Next Week's Focus
- Active call opening: Start every call with a warm, personal greeting that confirms you're a live agent ready to help
- Issue capture routine: Systematically ask for product model, serial number, and specific symptoms before beginning troubleshooting
- Closure confirmation: Always confirm next steps with the customer before ending the call, even if directing to self-help resources
- Handle time awareness: Monitor average handle times for MX products to ensure efficient problem resolution
Technical Accuracy
Improvement
Call consisted only of an automated welcome message with no agent interaction, issue capture, or troubleshooting. Operational closure status marked as 'abandoned_or_vague'.
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 was entirely automated with no live agent engagement, resulting in an abandoned call with no issue resolution. This represents a critical gap in basic call handling protocols that must be addressed before advancing to complex troubleshooting scenarios.
Recurring pattern: The absence of live agent interaction prevented any technical skill development or customer problem resolution. Next coaching should focus on foundational call opening and issue capture routines before advancing to product-specific troubleshooting.
Note: All evidence presented above comes from the official call recordings and HappyFox ticket data. No new transcript quotes were introduced beyond what was provided in the source data.
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. |