kris.qin@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 1 call reviewed. Overall score range: lowest 1, highest 4.

This Week's Coverage

Models Supported

Product model data not available for this week.

Problem Categories

The single call this week falls into the GENERAL INQUIRY category, with an average overall score of 3.0. While this is a single data point, the low protocol and communication scores (both 1.0) highlight areas for immediate focus to improve customer engagement and adherence to process standards.

What Went Well

High accuracy score

Your accuracy score of 4.0 shows strong attention to factual details and correct information delivery.

Acknowledged customer issue and verified email timestamp

You successfully located the customer's email in the system and confirmed the timestamp, demonstrating good initial issue acknowledgment and verification skills.

[01:08, 04:22] Agent acknowledged the customer's issue and attempted to locate the email in the system

[04:26, 04:46] Agent confirmed the email timestamp (21st 4:36 PM) and verified the customer's email address

#PR00130372

Growth Opportunities

Low protocol compliance

Your protocol score of 1.0 indicates missed steps in our standard support workflow. Good protocol compliance looks like:

* Resending missing confirmation emails when customers explicitly request them

* Collecting essential product details (model/serial) before closing hardware-failure cases

* Creating or citing HappyFox cases for documented issues

* Providing clear next steps, timelines, and ownership rather than vague promises

Low communication score

Your communication score of 1.0 reflects areas where we can enhance clarity and professionalism. Good communication looks like:

* Avoiding filler phrases such as "wow, yes, wow" and "mm, mm"

* Using concise, structured responses that directly address customer needs

* Delivering confident, solution-oriented language that builds trust

Next Week's Focus

1. Resend missing emails immediately when customers request them — no delays, no vague promises.
2. Collect model/serial/warranty details on every hardware-failure case before closing.
3. Create a HappyFox case for any documented issue, even if you think it's simple.
4. Replace filler phrases with professional, concise language — aim for clarity in every sentence.

Technical Accuracy

Improvement

Agent failed to obtain essential product details (model/serial) required for hardware-failure verification.

#PR00130372

Improvement

Did not resend the missing confirmation email despite direct customer request.

#PR00130372

Improvement

Did not create or cite a HappyFox case, nor initiate escalation for a clear warranty/return issue.

#PR00130372

Improvement

Provided no clear follow-up plan, timeline, or ownership — only 'call back later' [07:10]. Call ended abandoned_or_vague.

#PR00130372

Improvement

Agent used filler phrases like 'wow, yes, wow' and 'mm, mm' excessively, impairing clarity and professionalism.

#PR00130372

Escalation Lessons: What L2 Did

No escalations occurred this week, so there are no escalation lessons to share.

Coach Appendix

Single-call week with critical protocol and communication gaps. Focus next week on structured issue capture (model/serial), immediate email resend, case creation, and replacing filler language with professional clarity. All evidence above reflects verbatim system data; no new transcript quotes introduced.

This Week's Calls