Week of June 21–27, 2026

Agent coaching reports · 47 agents

📊
Fleet Coaching Overview Synthesized patterns, training priorities, and escalation watchlist across all 47 agents this week
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47
Agents
646
Calls Reviewed
2.18
Avg Score
21
Escalations

Agents

47 agents
JL
Joziel Licmoan
2.80
📞 23 calls⏱ 25m 33s🔺 1 esc
Reset Procedure Accuracy

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

View Report Lead/QA
TM
Trecia Malunjao
2.76
📞 12 calls⏱ 28m 47s
Incorrect Product Guidance

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

View Report Lead/QA
RL
Rubierosa Levi
2.68
📞 11 calls⏱ 14m 23s
Technical accuracy

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

View Report Lead/QA
CA
Charm Awitan
2.52
📞 30 calls⏱ 22m 01s
Premature Paid Support Offers

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

View Report Lead/QA
LS
Limuel Saura
2.51
📞 29 calls⏱ 28m 42s🔺 2 esc
Inaccurate Technical Guidance

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

View Report Lead/QA
EL
Eppie Lagumbay
2.47
📞 36 calls⏱ 29m 43s🔺 1 esc
Technical Guidance Completeness

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

View Report Lead/QA
GP
Girlyjoy Pocot
2.47
📞 24 calls⏱ 16m 55s🔺 2 esc
Model/serial collection

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

View Report Lead/QA
MD
Maylene Delada
2.45
📞 21 calls⏱ 21m 22s🔺 1 esc
Protocol Adherence

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

View Report Lead/QA
MA
Mikaelhjoshua Anasco
2.44
📞 46 calls⏱ 20m 42s🔺 1 esc
Inaccurate LED Guidance

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

View Report Lead/QA
EC
Edgarianmark Catulong
2.32
📞 8 calls⏱ 38m 35s🔺 2 esc
Password Recovery Protocol

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

View Report Lead/QA
RI
Raquel Intong
2.30
📞 35 calls⏱ 29m 05s
Technical Accuracy & KB Adherence

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

View Report Lead/QA
RL
Riojene Ladera
2.29
📞 25 calls⏱ 17m 21s
Technical Accuracy

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

View Report Lead/QA
DO
Dorothybelle Oraiz
2.27
📞 18 calls⏱ 14m 22s
Warranty & Support Path Verification

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

View Report Lead/QA
AB
Aysah Bagumbaran
2.24
📞 41 calls⏱ 21m 27s
Technical Accuracy

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

View Report Lead/QA
DL
Deneive Luar
2.24
📞 26 calls⏱ 22m 15s🔺 2 esc
Incorrect Password Guidance

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

View Report Lead/QA
VC
Vennemir Calvin
2.22
📞 19 calls⏱ 19m 50s

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

View Report Lead/QA
RM
Regin Magnetico
2.20
📞 48 calls⏱ 16m 14s🔺 1 esc
Technical Accuracy

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

View Report Lead/QA
GM
Gerlie Miguello
2.19
📞 24 calls⏱ 22m 54s
Technical accuracy gaps

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

View Report Lead/QA
PE
Paolo Ebora
2.10
📞 5 calls⏱ 35m 49s🔺 3 esc
Incorrect Guidance Provision

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

View Report Lead/QA
JV
Jeraldjun Villanubos
2.05
📞 33 calls⏱ 23m 17s
Diagnostic Omission

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

View Report Lead/QA
KP
Kharla Proel
2.05
📞 35 calls⏱ 32m 23s🔺 1 esc
Technical accuracy

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

View Report Lead/QA
JA
Jorgenathaniel Amores
1.97
📞 54 calls⏱ 18m 49s
Technical Accuracy

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

View Report Lead/QA
EM
Eric Marbella
1.84
📞 8 calls⏱ 34m 04s🔺 2 esc
Incorrect Guidance

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

View Report Lead/QA
PR
Paulo Real
1.67
📞 9 calls⏱ 26m 18s🔺 2 esc
Technical accuracy

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

View Report Lead/QA

3 Calls or Less — Review Separately

23 agents
JL
Johnclark Labadan
2.80
📞 2 calls⏱ 9m 22s
Incorrect product identification

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

View Report Lead/QA
LL
Leo Lluisma
2.80
📞 2 calls⏱ 13m 25s
Technical accuracy verification

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

View Report Lead/QA
AO
Akiko Ohashi
2.60
📞 2 calls
Inaccurate technical guidance

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

View Report Lead/QA
JP
John Pagurayan
2.20
📞 2 calls⏱ 16m 17s
Incomplete troubleshooting steps

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

View Report Lead/QA
AE
Ayman Elamin
1.90
📞 2 calls⏱ 32m 25s
Incorrect guidance

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

View Report Lead/QA
AR
Albertdominic Roa
1.80
📞 2 calls⏱ 10m 30s
Incomplete customer intake

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

View Report Lead/QA
GL
Glecelmae Leonor
3.00
📞 1 calls⏱ 8m 33s
LED state interpretation

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

View Report Lead/QA
CP
Carleenmarleigh Pelicano
2.80
📞 1 calls⏱ 22m 07s
Missing device details

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

View Report Lead/QA
JR
Jane Reambonanza
2.80
📞 1 calls⏱ 8m 56s
Incorrect support URL

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

View Report Lead/QA
KS
Krisbelle Sumontao
2.80
📞 1 calls
Clarify Required Information

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

View Report Lead/QA
LA
Lexes Asilo
2.80
📞 1 calls
Incomplete Diagnostic Procedures

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

View Report Lead/QA
XZ
Xiangjie Zhang
2.80
📞 1 calls
Mesh protocol adherence

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

View Report Lead/QA
MM
Michelle Mahusay
1.80
📞 1 calls
Missing Warranty Verification

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

View Report Lead/QA
DD
Donna Dubduban
1.40
📞 1 calls⏱ 38m 18s
Incorrect Reset Procedure

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

View Report Lead/QA
FE
Francesjessiejr Enriquez
1.40
📞 1 calls⏱ 59m 28s
Compliance violations

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

View Report Lead/QA
FC
Florevic Colongon
1.00
📞 1 calls
Incorrect Reset Procedure

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

View Report Lead/QA
HA
Hazelmae Advincula
1.00
📞 1 calls
Missing Device Information

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

View Report Lead/QA
LB
Liza Balabag
1.00
📞 1 calls
Incorrect technical guidance

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

View Report Lead/QA
MD
Meahjane Daligdig
1.00
📞 1 calls⏱ 14m 29s

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

View Report Lead/QA
NM
Noha Magdy
1.00
📞 1 calls
Device identification validation

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

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
ZC
Zhiliang Chen
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