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 tone: Maintained a polite tone despite customer frustration.
- Documentation of purchase details: Confirmed receipt details and purchase date (May 24, 2025), showing attention to documentation.
Growth Opportunities
- Failure to collect critical information: Ensure you collect the serial number and verify warranty status for all refund/RMA cases. This is essential for processing eligibility.
- Inefficient follow-up path: Capture the customer's email address during the call and set a specific callback time or date. Avoid relying on unspecified prior emails.
Next Week's Focus
- Collect serial numbers and warranty status for all refund/RMA cases before discussing next steps.
- Capture customer contact details (email, preferred callback time) during the call to ensure reliable follow-up.
- Avoid suggesting troubleshooting when the customer has clearly stated they are no longer using the product.
- Use concise, clear language to reduce call time and improve customer understanding.
Technical Accuracy
Improvement
- Failed to collect serial number or verify warranty status, both critical for refund/RMA eligibility. Customer explicitly stated they are no longer using the product, yet agent suggested further troubleshooting.
Improvement
- Failed to capture customer's email address, creating dependency on an unconfirmed prior email thread. Next step relies on customer action, risking 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
- Highest-signal weekly trend: The agent needs to improve protocol adherence by collecting critical information (serial number, warranty status) and establishing reliable follow-up paths. Both calls involved refund requests where these steps were missed.
- Recurring pattern: In both calls, the agent either failed to collect essential details or set ambiguous next steps, leading to unresolved cases and potential follow-up failures. Focus on these areas in the next coaching conversation.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #GI00130703 | 2026-05-25 17:28:39+00:00 | 3.00 | OUTBOUND | MX4200 | GENERAL INQUIRY | Agent will review ticket and receipt, then call back tomorrow at 6:00 PM. |
| #GI00130703 | 2026-05-26 17:32:17+00:00 | 3.00 | OUTBOUND | — | GENERAL INQUIRY | Awaiting management decision on refund; agent will email update and schedule appointment, contingent on customer replying to an unspecified prior email. |