Fleet Coaching Overview

Week of 2026-06-14 – 2026-06-20

49 Agents
649 Calls
2.28 Avg Overall
2.44 Accuracy
1.72 Protocol
2.16 Communication
22m 49s Avg Handle Time
475 Cases Documented
22 Escalations

Universal Coaching Themes

The most critical systemic issue this week is the widespread documentation mismatch crisis, with 11 high-severity QA flags where agents verbally resolved issues but left no traceable documentation—most severely impacting the Connectivity Champions and Wireless Wizards teams. Patterns like incomplete troubleshooting (3 agents) and technical inaccuracies (2 agents) are inflating handle times on high-volume MX and WHW product families. The clearest opportunity lies in standardizing troubleshooting documentation and technical guidance across all teams to reduce escalations and improve first-call resolution rates.
Incomplete Troubleshooting Documentation
11 agents affected — 22% of fleet
Pattern11 agents (22% of fleet) show systemic documentation gaps where troubleshooting steps weren't recorded, leading to unresolved issues and escalation risks. QA flags reveal 11 high-severity cases where agents documented no action despite grader notes of unresolved problems, particularly in Connectivity Champions (deneive.luar) and CX PH L1 (vennemir.calvin). This directly contributes to 22 escalations fleet-wide and erodes trust in call records.
Data from this week
  • deneive.luar@concentrix.com (Wireless Wizards) documented 'OOW/EOL' on WHW03 but omitted verification steps, while grader noted unresolved configuration requiring L2 diagnostics
  • vennemir.calvin@concentrix.com (CX PH L1) closed MX connectivity call after self-help advice only, though grader confirmed customer still needed ISP testing
  • gerlie.miguello@concentrix.com (CX PH L1) offered paid support but documented nothing, violating protocol for Condition B escalations
What good looks likeAgents must document every troubleshooting step taken, outcomes observed, and next-step rationale using HappyFox private notes before closing or escalating calls, with clear resolution status
Training recommendation4-week documentation bootcamp: Week 1 - documentation standards workshop; Weeks 2-3 - side-by-side coaching with QA graders reviewing 10% of calls; Week 4 - gamified documentation drills with accuracy scoring
ICMI Call Recording and Documentation Standards
Technical Inaccuracy on MX/WHW Products
7 agents affected — 14% of fleet
Pattern7 agents demonstrate recurring technical errors on MX (138 calls, 47% resolution) and WHW (101 calls, 46% resolution) products, averaging 2.4× fleet median handle times. Key failures include incorrect reset procedures (eppie.lagumbay) and incomplete modem verification (dorothybelle.oraiz), directly impacting customer satisfaction scores (MX avg overall 2.42 vs fleet 2.28)
Data from this week
  • eppie.lagumbay@concentrix.com (Training and Quality) gave inaccurate reset guidance on MBE devices, increasing average handle time to 1603s vs fleet median 1369s
  • dorothybelle.oraiz@concentrix.com (CX PH L1) skipped modem connectivity verification on WHW calls, resulting in 936s average handle time with only 1 escalation
  • maylene.delada@concentrix.com (Connectivity Champions) averaged 1604s handle time on MX setup calls by missing ISP/modem isolation steps
What good looks likeAgents must verify product model early, follow KB-backed troubleshooting sequences verbatim, and confirm resolution through customer validation before closing
Training recommendationProduct-specific KB mastery modules: 3-hour virtual labs per product family with simulated customer scenarios, requiring 90% accuracy on troubleshooting path selection
COPC Knowledge-Based Support Guidelines
Protocol Violations in Case Creation
5 agents affected — 10% of fleet
Pattern5 agents repeatedly violate documentation protocols, creating 0 cases despite clear escalation triggers. aysah.bagumbaran and kharla.proel each had QA flags for closing calls without case creation after protocol violations, contributing to 22 fleet-wide escalations. This creates compliance risks and breaks issue tracking.
Data from this week
  • aysah.bagumbaran@concentrix.com (Connectivity Champions) closed protocol violation case without documentation or case creation, marked 'Unresolved' by grader
  • kharla.proel@concentrix.com (CX PH L1) closed troubled MX call with no HappyFox case despite grader noting customer declined paid support
  • jeraldjun.villanubos@concentrix.com (Connectivity Champions) ended router login call after promising email guide without case documentation
What good looks likeAgents must create HappyFox cases for all protocol violations, unresolved technical issues, and customer escalations within 30 seconds of identification
Training recommendationProtocol adherence drills: 2-hour role-play sessions focusing on case creation triggers, with immediate feedback from QA graders using real ticket templates
ICMI Quality Assurance Standards for Documentation
Product Information Collection Gaps
4 agents affected — 8% of fleet
Pattern4 agents consistently omit critical product data collection, extending handle times on MX and EA product families. johnclark.labadan took 4035s on a single CX PH L2 call by missing model number collection, while girlyjoy.pocot averaged 878s on Connectivity Champions calls by skipping initial device info
Data from this week
  • johnclark.labadan@concentrix.com (CX PH L2) handled EA router call without model number, resulting in 4035s handle time and unresolved issue
  • girlyjoy.pocot@concentrix.com (Connectivity Champions) collected 0 product info on 15 MX calls, averaging 878s handle time vs team average 1289s
  • paolo.ebora@concentrix.com (CX PH L2) missed device model on 3 calls, leading to repeated troubleshooting cycles
What good looks likeAgents must collect product model, serial number, and firmware version within first 60 seconds of call using structured information-gathering script
Training recommendationInformation-gathering championship: Timed drills where agents must extract all required data from simulated customers in under 60 seconds, with accuracy bonuses
General Electric Industry Best Practices for First-Call Resolution

Suggested Training Priorities

  1. Implement 4-week documentation bootcamp focusing on troubleshooting step recording and resolution verification
  2. Deploy MX/WHW product mastery labs with KB verification checks for all agents handling these families
  3. Enforce protocol violation case creation drills with immediate QA feedback for high-risk teams (Connectivity Champions, CX PH L1)

Agent Roster

AgentCallsOverallAccuracyProtocolCommunicationAvg Handle TimeCasesEscalations
CNX CDO - Connectivity Champions
aysah.bagumbaran@concentrix.com372.232.301.592.1421m 29s270
florefe.villarino@concentrix.com11.101.001.002.00—10
francesjessiejr.enriquez@concentrix.com0—————00
girlyjoy.pocot@concentrix.com152.212.201.602.0014m 38s130
jeneth.villanil@concentrix.com11.101.001.002.004m 28s00
jeraldjun.villanubos@concentrix.com432.542.791.812.3325m 09s352
jorgenathaniel.amores@concentrix.com11.001.001.001.004m 53s10
maylene.delada@concentrix.com312.322.391.612.1326m 44s202
sadia.mamasabayang@concentrix.com0—————00
zhiliang.chen@concentrix.com11.302.001.001.005m 00s00
CNX CDO - Wireless Wizards
deneive.luar@concentrix.com322.282.091.812.2518m 05s290
edgarianmark.catulong@concentrix.com92.112.561.562.2217m 25s33
CNX CDO PHONE - Optimization Juniors
charm.awitan@concentrix.com492.342.511.862.2216m 04s320
joziel.licmoan@concentrix.com302.322.231.832.2035m 08s180
raquel.intong@concentrix.com371.982.111.351.9220m 15s280
trecia.malunjao@concentrix.com82.653.252.122.5031m 03s70
CNX CHN PHONE - Chinese Support
xiaoge.ji@concentrix.com0—————00
yeshi.lin@concentrix.com12.604.002.002.00—10
CNX DVO PHONE - Router Rangers
krizelle.sequina@concentrix.com21.403.001.001.509m 50s00
CNX DVO PHONE - WiFi Warriors
guillemo.beniga@concentrix.com12.704.002.003.007m 26s10
CX China L1
weiyu.zeng@concentrix.com0—————00
xiangjie.zhang@concentrix.com11.001.001.001.00—00
CX PH L1
akiko.ohashi@concentrix.com11.101.002.001.00—10
dennis.gamolo@concentrix.com11.801.002.002.00—10
dorothybelle.oraiz@concentrix.com262.482.921.882.3115m 36s171
gerlie.miguello@concentrix.com302.032.071.532.0019m 09s271
kennford.plastina@concentrix.com0—————00
kharla.proel@concentrix.com462.292.611.702.0932m 14s341
leo.lluisma@concentrix.com11.805.001.001.003m 12s10
limuel.saura@concentrix.com222.492.411.862.2721m 28s150
regin.magnetico@concentrix.com442.172.111.642.0725m 14s361
riojene.ladera@concentrix.com412.292.461.682.1718m 10s305
rubierosa.levi@concentrix.com72.002.861.572.0021m 18s40
stephanie.quidlat@concentrix.com11.805.001.001.0011m 24s00
vennemir.calvin@concentrix.com262.122.121.582.1513m 20s210
CX PH L2
eric.marbella@concentrix.com31.732.001.332.009m 41s11
johnclark.labadan@concentrix.com12.704.002.002.0067m 15s00
paolo.ebora@concentrix.com31.872.671.001.3329m 18s31
paulo.real@concentrix.com122.162.671.502.1739m 16s103
CX PH Leads
jane.reambonanza@concentrix.com11.001.001.001.00—10
Developers
vincent.tobias@linksys.com12.205.002.002.009m 38s10
Linksys CA PMOs
john.pagurayan@concentrix.com32.403.672.332.6743m 57s00
SL Dubai L1
ayman.elamin@sutherlandglobal.com31.532.331.331.33—20
SL Dubai Leads
noha.magdy@sutherlandglobal.com0—————00
Team Lead
regilene.come@concentrix.com12.805.002.003.0021m 44s00
Training and Quality
eppie.lagumbay@concentrix.com532.592.772.042.3226m 43s391
mikaelhjoshua.anasco@concentrix.com212.562.432.102.5724m 12s140
Unknown Team
Charmaigne Awitan0—————00
zither.calvin@linksys.com11.602.001.001.00—10

Product & Problem Heat Map

By Product Family

MBE calls run 1.4× the fleet average handle time.

Product FamilyCallsAvg Handle TimeAvg Score% Resolved
MBE1831m 50s1.9833%
MX13831m 05s2.4247%
LN2228m 13s2.3841%
WHW10126m 11s2.2546%
RE1824m 19s2.3950%
MR8021m 54s2.3552%
E5117m 23s2.1641%
SPN3217m 08s2.5853%
EA9014m 43s2.0946%
OTHER2013m 45s2.1940%
WRT169m 20s2.1450%
AX17m 12s3.40100%

By Problem Category

Problem CategoryCallsAvg Handle TimeAvg Score% Resolved
SETUP8128m 39s2.3951%
CONNECTIVITY22827m 07s2.1040%
HARDWARE2225m 49s2.0123%
CONFIGURATION3925m 19s2.1741%
ACCESS6624m 18s2.3145%
NO TROUBLESHOOTING NEEDED413m 19s2.0225%
GENERAL INQUIRY1210m 54s2.1225%

QA Escalation Watchlist

12 documentation mismatch(es)  ·  0 callback(s) requiring review — grammar and ASR issues excluded

AgentTicketTypeWhy it needs review
aysah.bagumbaran@concentrix.com#LTS00133416Doc MismatchAgent documented self-help email but grader marked issue unresolved; no case created despite protocol violation.
charm.awitan@concentrix.com#LTS00133423Doc MismatchAgent verbally committed to email instructions but email was unverified; documented outcome lacks troubleshooting steps and misrepresents resolution.
deneive.luar@concentrix.com#LTS00133434Doc MismatchAgent documented no troubleshooting but grader notes unresolved issue requiring L2 diagnostics. High severity due to escalation without resolution.
deneive.luar@concentrix.com#LTS00133587Doc MismatchAgent documented OOW/EOL and offered paid support, but grader notes unresolved configuration issue. Notes omit verification steps and resolution path.
eppie.lagumbay@concentrix.com#TE00133677Doc MismatchAgent verbally committed to escalation but no HappyFox case was created for the escalation path.
gerlie.miguello@concentrix.com#TE00133962Doc MismatchAgent documented no troubleshooting while grader notes paid support offer - represents Condition B escalation promise with no HappyFox trail
jeraldjun.villanubos@concentrix.com#LTS00133518Doc MismatchAgent provided email guidance but no actual documentation was created or referenced in HappyFox; call ended with unresolved login issue.
kharla.proel@concentrix.com#LTS00133403Doc MismatchNo HappyFox case created despite troubleshooting interaction; protocol violation.
mikaelhjoshua.anasco@concentrix.com#LTS00133736Doc MismatchAgent incorrectly declared node fixed and closed case without resolving the issue.
vennemir.calvin@concentrix.com#LTS00133409Doc MismatchGrader marked issue unresolved (customer still needed ISP testing) while agent documented no troubleshooting steps and ended with self-help advice only.
vennemir.calvin@concentrix.com#LTS00133422Doc MismatchAgent documented registration link and closed ticket, but grader noted fundamental mesh incompatibility was not addressed and issue remained unresolved.
xiangjie.zhang@concentrix.com#LTS00026950Doc MismatchAgent claimed to register customer for replacement (implying resolution) but grader marked issue as not fixed and closure was abandoned_or_vague.