Week of June 14–20, 2026

Agent coaching reports · 49 agents

📊
Fleet Coaching Overview Synthesized patterns, training priorities, and escalation watchlist across all 49 agents this week
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49
Agents
649
Calls Reviewed
2.02
Avg Score
22
Escalations

Agents

49 agents
TM
Trecia Malunjao
2.65
📞 8 calls⏱ 31m 03s
Technical inaccuracy

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
EL
Eppie Lagumbay
2.59
📞 53 calls⏱ 26m 43s🔺 1 esc
Inaccurate reset guidance

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
MA
Mikaelhjoshua Anasco
2.56
📞 21 calls⏱ 24m 12s
Model Verification

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
JV
Jeraldjun Villanubos
2.54
📞 43 calls⏱ 25m 09s🔺 2 esc
ISP/Modem Isolation

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

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LS
Limuel Saura
2.49
📞 22 calls⏱ 21m 28s
Device info collection

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
DO
Dorothybelle Oraiz
2.48
📞 26 calls⏱ 15m 36s🔺 1 esc
Modem Connectivity Verification

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

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CA
Charm Awitan
2.34
📞 49 calls⏱ 16m 04s
Incorrect default credentials

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

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JL
Joziel Licmoan
2.32
📞 30 calls⏱ 35m 08s
Incorrect technical instructions

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
MD
Maylene Delada
2.32
📞 31 calls⏱ 26m 44s🔺 2 esc
Protocol & Data Collection

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

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KP
Kharla Proel
2.29
📞 46 calls⏱ 32m 14s🔺 1 esc
Documentation Consistency

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

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RL
Riojene Ladera
2.29
📞 41 calls⏱ 18m 10s🔺 5 esc
LED Interpretation & Call Control

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
DL
Deneive Luar
2.28
📞 32 calls⏱ 18m 05s
Troubleshooting Completeness

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
AB
Aysah Bagumbaran
2.23
📞 37 calls⏱ 21m 29s
Protocol Violation - Case Creation

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

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GP
Girlyjoy Pocot
2.21
📞 15 calls⏱ 14m 38s
Collect Product Information

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
RM
Regin Magnetico
2.17
📞 44 calls⏱ 25m 14s🔺 1 esc
Paid Support Timing

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
PR
Paulo Real
2.16
📞 12 calls⏱ 39m 16s🔺 3 esc
Technical Troubleshooting

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
VC
Vennemir Calvin
2.12
📞 26 calls⏱ 13m 20s
Incomplete troubleshooting

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
EC
Edgarianmark Catulong
2.11
📞 9 calls⏱ 17m 25s🔺 3 esc
Hardware Fault Handling

Coach as an escalation owner: emphasize case progression, diagnostics, documentation, and

View Report Lead/QA
GM
Gerlie Miguello
2.03
📞 30 calls⏱ 19m 09s🔺 1 esc
Incomplete troubleshooting

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
RL
Rubierosa Levi
2.00
📞 7 calls⏱ 21m 18s
Incomplete diagnostics workflow

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA
RI
Raquel Intong
1.98
📞 37 calls⏱ 20m 15s
Technical Troubleshooting

Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and

View Report Lead/QA

3 Calls or Less — Review Separately

28 agents
JP
John Pagurayan
2.40
📞 3 calls⏱ 43m 57s
Troubleshooting protocol adherence

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
PE
Paolo Ebora
1.87
📞 3 calls⏱ 29m 18s🔺 1 esc
Device Information Collection

Coach both queue handling and escalation ownership: balance first-contact troubleshooting

View Report Lead/QA
EM
Eric Marbella
1.73
📞 3 calls⏱ 9m 41s🔺 1 esc
Technical accuracy

Coach both queue handling and escalation ownership: balance first-contact troubleshooting

View Report Lead/QA
AE
Ayman Elamin
1.53
📞 3 calls
Inaccurate Product Information

Coach both queue handling and escalation ownership: balance first-contact troubleshooting

View Report Lead/QA
KS
Krizelle Sequina
1.40
📞 2 calls⏱ 9m 50s
Protocol violation

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
RC
Regilene Come
2.80
📞 1 calls⏱ 21m 44s
Warranty Policy Explanation

Use the general self-help lens until queue ownership or escalation ownership becomes clear

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GB
Guillemo Beniga
2.70
📞 1 calls⏱ 7m 26s
Incomplete troubleshooting steps

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
JL
Johnclark Labadan
2.70
📞 1 calls⏱ 67m 15s
Missing product model collection

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
YL
Yeshi Lin
2.60
📞 1 calls
Router Access Verification

Coach both queue handling and escalation ownership: balance first-contact troubleshooting

View Report Lead/QA
VT
Vincent Tobias
2.20
📞 1 calls⏱ 9m 38s
Solution verification omission

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
DG
Dennis Gamolo
1.80
📞 1 calls
Wi-Fi standard clarification

Coach both queue handling and escalation ownership: balance first-contact troubleshooting

View Report Lead/QA
LL
Leo Lluisma
1.80
📞 1 calls⏱ 3m 12s
Call Engagement Protocol

Coach both queue handling and escalation ownership: balance first-contact troubleshooting

View Report Lead/QA
SQ
Stephanie Quidlat
1.80
📞 1 calls⏱ 11m 24s
Customer Engagement Failure

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
ZC
Zither Calvin
1.60
📞 1 calls
Product identification

Coach both queue handling and escalation ownership: balance first-contact troubleshooting

View Report Lead/QA
ZC
Zhiliang Chen
1.30
📞 1 calls⏱ 5m 00s
KB-correct reset procedure

Coach both queue handling and escalation ownership: balance first-contact troubleshooting

View Report Lead/QA
AO
Akiko Ohashi
1.10
📞 1 calls
Incorrect technical guidance

Coach both queue handling and escalation ownership: balance first-contact troubleshooting

View Report Lead/QA
FV
Florefe Villarino
1.10
📞 1 calls
KB Procedure Adherence

Use the general self-help lens until queue ownership or escalation ownership becomes clear

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JV
Jeneth Villanil
1.10
📞 1 calls⏱ 4m 28s
Incorrect Support URL

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
JR
Jane Reambonanza
1.00
📞 1 calls
Incorrect Product Information

Coach both queue handling and escalation ownership: balance first-contact troubleshooting

View Report Lead/QA
JA
Jorgenathaniel Amores
1.00
📞 1 calls⏱ 4m 53s
Device verification errors

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
XZ
Xiangjie Zhang
1.00
📞 1 calls
No KB-backed troubleshooting

Coach both queue handling and escalation ownership: balance first-contact troubleshooting

View Report Lead/QA
CA
Charmaigne awitan
Not gradeable

No gradable calls this week

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
FE
Francesjessiejr Enriquez
Not gradeable

No gradable calls this week

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
KP
Kennford Plastina
Not gradeable

No gradable calls this week

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
NM
Noha Magdy
Not gradeable

No gradable calls this week

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
SM
Sadia Mamasabayang
Not gradeable

No gradable calls this week

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
WZ
Weiyu Zeng
Not gradeable

No gradable calls this week

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA
XJ
Xiaoge Ji
Not gradeable

No gradable calls this week

Use the general self-help lens until queue ownership or escalation ownership becomes clear

View Report Lead/QA