jane.reambonanza@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 | 35m 33s | SPNM60CF | ACCESS | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 3.00 | 1 |
1 calls reviewed. Score range: lowest 3.00, highest 3.00.
This Week's Coverage
Models Supported
Product model data not available for this week.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| ACCESS | 1 | 3.00 |
The ACCESS category shows solid performance (average overall score of 3.00). With only one call in this category, there are no patterns to analyze yet. Continue to monitor this category as volume increases.
What Went Well
Technical accuracy and recovery guidance
- Strength: Agent corrected IP address to KB-compliant
[REDACTED_PHONE]after initial error. - Strength: Agent correctly guided admin password reset using recovery key (KB-compliant procedure).
These moments demonstrate the agent's ability to recover from initial mistakes and apply KB procedures accurately, enabling the customer to regain access and resolve the issue independently.
Growth Opportunities
Protocol and communication refinement
The protocol and communication scores (both 2.0) indicate opportunities to enhance call structure and clarity. Focus on:
- Clear call opening: Begin calls with a concise greeting, confirm the customer's identity, and state the purpose of the call. This sets expectations and builds trust.
- Structured problem-solving: Use a step-by-step approach when guiding customers through technical procedures. Confirm each step before moving to the next and summarize key points at the end.
- Active listening: Paraphrase customer statements to ensure understanding and ask clarifying questions when needed. This reduces misunderstandings and improves resolution accuracy.
Example from call:
The agent initially provided an incorrect IP address but corrected it later. Next time, double-check KB documentation before stating any technical details and confirm understanding with the customer after each step.
Next Week's Focus
- Practice concise openings: Use a consistent greeting and identity confirmation script for all calls.
- Implement step-by-step verification: After explaining each troubleshooting step, ask the customer to confirm completion before proceeding.
- Summarize key points: At the end of the call, briefly recap what was done and any next steps for the customer.
- Review KB articles: Spend 10–15 minutes before each shift reviewing KB articles for common issues to build confidence in accurate information delivery.
Technical Accuracy
- Improvement: Agent initially provided wrong IP address (
[REDACTED_PHONE]) - should have been[REDACTED_PHONE]per KB.
- Improvement: Agent did not verify guest network settings were updated during call.
- Improvement: Agent provided unverifiable product availability information (MB7000 sold out).
- Strength: Agent corrected IP address to KB-compliant
[REDACTED_PHONE]after initial error.
- Strength: Agent correctly guided admin password reset using recovery key (KB-compliant procedure).
Coaching Moments
No additional coaching moments were identified beyond those covered in Technical Accuracy.
Escalation Lessons: What L2 Did
No escalations occurred this week, so there are no L2 resolution patterns to review.
Coach Appendix
Internal use only – not shared with agent
- Highest-signal trend: Single call week shows technical accuracy strengths (password reset guidance) but highlights protocol/communication gaps that impacted scorecard. Focus next week should be on structured call openings and step-by-step verification to raise protocol and communication scores.
- Recurring pattern: Initial information errors (IP address) followed by correction. This suggests a need for pre-call KB review and double-checking of critical details before stating them to customers.
- Evidence: All insights derived from the single call reviewed this week; no additional pattern detection possible with current volume.