Fleet Coaching Overview

Week of 2026-06-21 – 2026-06-27

47 Agents
646 Calls
2.28 Avg Overall
2.37 Accuracy
1.74 Protocol
2.29 Communication
22m 54s Avg Handle Time
485 Cases Documented
21 Escalations

Universal Coaching Themes

12 high-severity documentation mismatches this week reveal a systemic gap in call closure accuracy, particularly impacting CX PH L1 and Connectivity Champions teams. Technical accuracy deficits remain critical in MX handling, with multiple agents scoring below the fleet average and driving prolonged handle times. The clearest opportunity lies in standardizing documentation and accuracy training to reduce escalations and improve first-call resolution rates.
Technical Accuracy Shortfalls
5 agents affected — 11% of fleet
PatternMultiple agents across Connectivity Champions and PH teams are delivering inaccurate technical guidance, evidenced by low accuracy scores and high handle times on MX product calls. This directly impacts first-call resolution and customer satisfaction.
Data from this week
  • jorgenathaniel.amores@concentrix.com (CNX CDO - Connectivity Champions) handled 54 MX calls with avg_accuracy 1.85 and 1129 sec AHT, frequently skipping model/serial collection.
  • kharla.proel@concentrix.com (CX PH L1) managed 35 calls with avg_accuracy 1.57 and 1943 sec AHT, providing incorrect LED state interpretation on MR devices.
  • paulo.real@concentrix.com (CX PH L2) completed just 9 calls but averaged 1.78 accuracy, misapplying reset procedures on EA routers.
What good looks likeAgents will verify product model/serial numbers within the first 30 seconds, reference KB articles for step-by-step guidance, and confirm resolution with the customer before closing.
Training recommendationFour-week product certification sprint with weekly live simulations on MX, MR, and EA devices, using screen-sharing to validate each step; pass criterion 90% accuracy in post-simulation assessments.
ICMI guidelines for first-call resolution and product expertise
Documentation-Grader Misalignment
12 agents affected — 26% of fleet
Pattern12 agents have high-severity documentation mismatches where recorded outcomes conflict with grader assessments, creating support gaps and compliance risks. This affects 25% of the fleet and drives escalations.
Data from this week
  • gerlie.miguello@concentrix.com (CX PH L1) documented MX node addition as resolved but grader noted misleading customer about blue LED status, leading to unresolved issue.
  • jeraldjun.villanubos@concentrix.com (CNX CDO - Connectivity Champions) offered $15 paid support on an MX setup call without troubleshooting, documented as 'OOW process' but grader marked avoidance.
  • riojene.ladera@concentrix.com (CX PH L1) documented troubleshooting steps on an EA connectivity call but grader confirmed no resolution attempted, resulting in customer advised to buy new router.
What good looks likeAgents will complete post-call notes that mirror grader observations, including explicit 'unresolved' status when applicable, and perform same-call verification of issue resolution.
Training recommendationTwo-day documentation accuracy workshop using anonymized QA flag cases, pair-review sessions, and implementation of pre-call documentation checklists; pass criterion zero unmatched grader-agent outcomes in subsequent week.
COPC quality assurance standards for documentation integrity
Password Protocol Non-Compliance
2 agents affected — 4% of fleet
PatternWireless Wizards agents consistently bypass or misapply password recovery protocols, leading to prolonged handle times and potential security risks. This affects MX and MBE accounts.
Data from this week
  • deneive.luar@concentrix.com (CNX CDO - Wireless Wizards) handled 26 MX password reset calls with avg_handle_time 1335 sec, documenting 'Incorrect Password Guidance' despite protocol requiring step-by-step verification.
  • edgarianmark.catulong@concentrix.com (CNX CDO - Wireless Wizards) took 2315 sec average on 8 calls, skipping security questions and proceeding directly to password reset on MBE accounts.
What good looks likeAgents will follow the Password Recovery Protocol checklist verbatim, document each verification step, and escalate when security criteria are not met, keeping handle times under 1200 seconds.
Training recommendationHalf-day role-play bootcamp focused on Wireless Wizards password scenarios, using script adherence timers and security compliance checks; pass criterion 100% protocol step completion in 10 consecutive calls.
ICMI best practices for security-sensitive account handling
Systematic Troubleshooting Gaps
2 agents affected — 4% of fleet
PatternAgents in PH teams frequently skip diagnostic steps, leading to misdiagnosed issues and unnecessary escalations. This is prevalent in connectivity and hardware problem categories.
Data from this week
  • limuel.saura@concentrix.com (CX PH L1) handled 29 connectivity calls with avg_handle_time 1722 sec but omitted router reboot steps, documenting 'inaccurate technical guidance'.
  • lexes.asilo@concentrix.com (CX PH L1) initiated troubleshooting on a single call but aborted after initial checks, marking it 'incomplete diagnostic procedures' with no escalation path documented.
What good looks likeAgents will execute the full troubleshooting tree for each problem category, documenting each step's outcome, and only escalate after exhausting documented self-help options.
Training recommendationThree-week structured troubleshooting course using decision trees for top problem categories, with weekly live grading and feedback loops; pass criterion 80% complete troubleshooting paths in call simulations.
SQM methodology for systematic issue resolution

Suggested Training Priorities

  1. Documentation Accuracy and Grader Alignment workshop for all teams
  2. MX product certification sprint focusing on model/serial collection and resolution confirmation
  3. Wireless Wizards password protocol bootcamp with security compliance checks
  4. Structured troubleshooting course for PH L1 and L2 teams on connectivity and hardware issues

Agent Roster

AgentCallsOverallAccuracyProtocolCommunicationAvg Handle TimeCasesEscalations
CNX CDO - Connectivity Champions
aysah.bagumbaran@concentrix.com412.242.271.732.2221m 27s340
francesjessiejr.enriquez@concentrix.com11.401.001.002.0059m 28s10
girlyjoy.pocot@concentrix.com242.472.421.792.5016m 55s172
jeraldjun.villanubos@concentrix.com332.052.361.522.0323m 17s250
jorgenathaniel.amores@concentrix.com541.971.851.631.9118m 49s430
maylene.delada@concentrix.com212.452.761.812.2921m 22s121
zhiliang.chen@concentrix.com0—————00
CNX CDO - Wireless Wizards
deneive.luar@concentrix.com262.242.231.922.3522m 15s182
edgarianmark.catulong@concentrix.com82.322.501.621.8838m 35s32
CNX CDO PHONE - Mesh Troopers
meahjane.daligdig@concentrix.com11.001.001.001.0014m 29s00
CNX CDO PHONE - Optimization Juniors
charm.awitan@concentrix.com302.522.471.772.5722m 01s180
joziel.licmoan@concentrix.com232.802.872.262.7825m 33s181
raquel.intong@concentrix.com352.302.541.602.1129m 05s230
trecia.malunjao@concentrix.com122.762.672.752.8328m 47s120
CNX CHN PHONE - Chinese Support
xiaoge.ji@concentrix.com0—————00
CNX DVO PHONE - Router Rangers
michelle.mahusay@concentrix.com11.804.001.002.00—10
CX China L1
weiyu.zeng@concentrix.com0—————00
xiangjie.zhang@concentrix.com12.803.002.003.00—10
CX PH L1
akiko.ohashi@concentrix.com22.603.002.502.50—20
carleenmarleigh.pelicano@concentrix.com12.803.002.003.0022m 07s00
donna.dubduban@concentrix.com11.401.002.002.0038m 18s00
dorothybelle.oraiz@concentrix.com182.273.001.782.3914m 22s110
florevic.colongon@concentrix.com11.001.001.001.00—10
gerlie.miguello@concentrix.com242.192.421.752.2522m 54s210
glecelmae.leonor@concentrix.com13.001.002.003.008m 33s00
hazelmae.advincula@concentrix.com11.001.001.001.00—10
kharla.proel@concentrix.com352.051.571.601.8932m 23s311
krisbelle.sumontao@concentrix.com12.805.002.003.00—10
leo.lluisma@concentrix.com22.803.002.002.0013m 25s20
lexes.asilo@concentrix.com12.803.002.002.00—10
limuel.saura@concentrix.com292.512.481.932.5528m 42s252
liza.balabag@concentrix.com11.001.001.001.00—10
regin.magnetico@concentrix.com482.202.521.582.2116m 14s351
riojene.ladera@concentrix.com252.292.561.602.4417m 21s210
rubierosa.levi@concentrix.com112.683.182.002.1814m 23s90
vennemir.calvin@concentrix.com192.222.211.742.1619m 50s160
CX PH L2
albertdominic.roa@concentrix.com21.805.001.502.5010m 30s00
eric.marbella@concentrix.com81.842.001.252.2534m 04s22
johnclark.labadan@concentrix.com22.803.001.502.509m 22s10
paolo.ebora@concentrix.com52.102.201.602.6035m 49s43
paulo.real@concentrix.com91.671.781.441.8926m 18s62
CX PH Leads
jane.reambonanza@concentrix.com12.802.002.004.008m 56s00
Linksys CA PMOs
john.pagurayan@concentrix.com22.202.501.502.5016m 17s20
SL Dubai L1
ayman.elamin@sutherlandglobal.com21.903.002.502.5032m 25s20
SL Dubai Leads
noha.magdy@sutherlandglobal.com11.001.001.001.00—10
Training and Quality
eppie.lagumbay@concentrix.com362.472.581.782.4229m 43s251
mikaelhjoshua.anasco@concentrix.com462.442.201.782.6120m 42s381

Product & Problem Heat Map

By Product Family

LN calls run 1.4× the fleet average handle time.

Product FamilyCallsAvg Handle TimeAvg Score% Resolved
LN1831m 56s2.2144%
MX13031m 40s2.5152%
MBE2329m 05s2.0513%
SPN4927m 08s2.4253%
RE2224m 21s2.2655%
WHW8924m 19s2.3354%
MR6218m 04s2.1852%
E5617m 46s2.3748%
EA9016m 28s1.9940%
OTHER3112m 36s2.1135%
WRT1811m 17s2.2750%

By Problem Category

Problem CategoryCallsAvg Handle TimeAvg Score% Resolved
HARDWARE2124m 43s2.1433%
CONNECTIVITY23024m 30s2.1741%
ACCESS6023m 35s2.3453%
CONFIGURATION1622m 47s2.0325%
SETUP7721m 59s2.4352%
NO TROUBLESHOOTING NEEDED310m 35s1.7333%
GENERAL INQUIRY98m 24s1.960%

QA Escalation Watchlist

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

AgentTicketTypeWhy it needs review
ayman.elamin@sutherlandglobal.com#LTS00123987Doc MismatchAgent documented resolution while grader marked issue unresolved — high severity misrepresentation.
charm.awitan@concentrix.com#LTS00134229Doc MismatchGrader notes unresolved issue while documentation implies resolution via self-help guide; customer still lacks working internet.
dorothybelle.oraiz@concentrix.com#LTS00134368Doc MismatchAgent documented resolution but grader marked issue as unresolved due to incorrect closure and lack of troubleshooting
eppie.lagumbay@concentrix.com#LTS00134381Doc MismatchAgent documented no troubleshooting but graded as 'Resolved' in HappyFox; grader marked unresolved due to avoidance.
eric.marbella@concentrix.com#TE00134363Doc MismatchGrader marked resolution as not validated while documentation implies escalation and unresolved state.
gerlie.miguello@concentrix.com#LTS00134218Doc MismatchAgent documented a resolved outcome while grader noted no resolution achieved due to incorrect guidance
jeraldjun.villanubos@concentrix.com#LTS00134269Doc MismatchAgent documented a paid support offer as resolution while grader assessed complete avoidance of L1 responsibilities.
joziel.licmoan@concentrix.com#TE00043142Doc MismatchNo HappyFox case was created despite escalation being documented in resolution_or_next_step; this creates a support gap.
kharla.proel@concentrix.com#GI00134311Doc MismatchAgent documented no troubleshooting steps despite the call being marked unresolved; critical omission as customer was sent away with incorrect information.
leo.lluisma@concentrix.com#LTS00120954Doc MismatchAgent documented 'the device is working' implying resolution, but grader marked issue unresolved and technical_resolution_status is not_fixed.
noha.magdy@sutherlandglobal.com#LTS00065475Doc MismatchAgent documented assumption of resolution while grader marked issue as not applicable and closure was abandoned
paolo.ebora@concentrix.com#TE00116070Doc MismatchNo HappyFox case number recorded despite escalation commitment; creates ambiguity for follow-up
riojene.ladera@concentrix.com#LTS00134244Doc MismatchAgent documented troubleshooting steps but grader marked issue unresolved; agent failed to attempt any technical resolution