Week of June 28–July 4, 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
641
Calls Reviewed
2.24
Avg Score
43
Escalations

Agents

49 agents
RI
Raquel Intong
2.96
📞 33 calls⏱ 20m 58s🔺 1 esc
Incorrect Product Support Claims

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

View Report Lead/QA
JL
Joziel Licmoan
2.91
📞 13 calls⏱ 38m 40s
Model confirmation before guidance

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

View Report Lead/QA
MA
Mikaelhjoshua Anasco
2.66
📞 37 calls⏱ 20m 39s🔺 4 esc
Warranty eligibility checks

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

View Report Lead/QA
RL
Riojene Ladera
2.66
📞 38 calls⏱ 15m 25s🔺 1 esc
Warranty & Model Verification

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

View Report Lead/QA
PE
Paolo Ebora
2.63
📞 7 calls⏱ 33m 33s🔺 3 esc
Technical accuracy breaches

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

View Report Lead/QA
CA
Charm Awitan
2.59
📞 28 calls⏱ 23m 52s
Incomplete WAN isolation

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

View Report Lead/QA
AB
Aysah Bagumbaran
2.52
📞 46 calls⏱ 21m 34s🔺 2 esc
Technical Accuracy

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

View Report Lead/QA
LS
Limuel Saura
2.52
📞 24 calls⏱ 32m 47s🔺 2 esc
Inconsistent Troubleshooting

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

View Report Lead/QA
DO
Dorothybelle Oraiz
2.44
📞 8 calls⏱ 17m 20s
Troubleshooting protocol

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

View Report Lead/QA
EL
Eppie Lagumbay
2.44
📞 52 calls⏱ 24m 37s🔺 5 esc
Diagnostic Depth

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

View Report Lead/QA
GM
Gerlie Miguello
2.44
📞 19 calls⏱ 25m 20s🔺 2 esc
Technical Troubleshooting Depth

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

View Report Lead/QA
JV
Jeraldjun Villanubos
2.42
📞 22 calls⏱ 24m 52s🔺 1 esc
Technical Accuracy

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

View Report Lead/QA
TM
Trecia Malunjao
2.42
📞 17 calls⏱ 26m 09s
Technical accuracy gaps

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

View Report Lead/QA
EC
Edgarianmark Catulong
2.41
📞 10 calls⏱ 51m 54s🔺 5 esc
Protocol Compliance

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

View Report Lead/QA
GP
Girlyjoy Pocot
2.38
📞 34 calls⏱ 27m 23s🔺 2 esc
Incomplete model verification

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

View Report Lead/QA
MD
Maylene Delada
2.37
📞 22 calls⏱ 22m 13s
Unclear instruction phrasing

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

View Report Lead/QA
VC
Vennemir Calvin
2.36
📞 19 calls⏱ 29m 25s🔺 1 esc
Warranty Verification

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

View Report Lead/QA
RM
Regin Magnetico
2.33
📞 36 calls⏱ 28m 11s🔺 1 esc
Incomplete resolution verification

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

View Report Lead/QA
DL
Deneive Luar
2.31
📞 29 calls⏱ 19m 26s🔺 1 esc
Inconsistent Troubleshooting

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

View Report Lead/QA
RL
Rubierosa Levi
2.16
📞 9 calls⏱ 20m 42s
Technical Accuracy

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

View Report Lead/QA
KP
Kharla Proel
2.15
📞 46 calls⏱ 30m 58s🔺 1 esc
Model confirmation before guidance

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

View Report Lead/QA
PR
Paulo Real
2.10
📞 10 calls⏱ 39m 12s🔺 4 esc
Incorrect LED guidance

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

View Report Lead/QA
EM
Eric Marbella
2.07
📞 9 calls⏱ 40m 40s🔺 4 esc
Protocol Adherence

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

View Report Lead/QA
JA
Jorgenathaniel Amores
2.05
📞 36 calls⏱ 22m 56s
Troubleshooting Depth

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

View Report Lead/QA
MB
Marc Baynos
1.85
📞 4 calls⏱ 32m 36s
Technical Accuracy

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

View Report Lead/QA
XJ
Xiaoge Ji
1.85
📞 4 calls⏱ 11m 48s
Technical troubleshooting accuracy

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

View Report Lead/QA

3 Calls or Less — Review Separately

23 agents
JR
Jane Reambonanza
2.77
📞 3 calls⏱ 19m 03s
Device Information Collection

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

View Report Lead/QA
JL
Johnclark Labadan
3.05
📞 2 calls⏱ 29m 23s
Incomplete mesh troubleshooting

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

View Report Lead/QA
XZ
Xiangjie Zhang
2.85
📞 2 calls⏱ 8m 10s
Protocol Adherence

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

View Report Lead/QA
AO
Akiko Ohashi
2.65
📞 2 calls⏱ 56m 32s
Protocol violation - missing device info

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

View Report Lead/QA
AE
Ayman Elamin
2.20
📞 2 calls
Case Documentation Omission

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

View Report Lead/QA
JB
Josephmycko Balindres
1.45
📞 2 calls⏱ 6m 12s
Live Agent Engagement

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

View Report Lead/QA
JZ
Jhonjobert Zambrano
1.40
📞 2 calls⏱ 39m 34s🔺 1 esc
Technical accuracy gaps

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

View Report Lead/QA
DG
Dennis Gamolo
1.35
📞 2 calls⏱ 4m 21s
Incorrect Technical Guidance

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

View Report Lead/QA
KP
Kennford Plastina
3.60
📞 1 calls⏱ 7m 39s
Incorrect product recommendation

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

View Report Lead/QA
SQ
Stephanie Quidlat
2.90
📞 1 calls⏱ 57m 34s
Model Number Verification

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

View Report Lead/QA
AR
Albertdominic Roa
2.80
📞 1 calls⏱ 138m 53s🔺 1 esc
Diagnostic omission

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

View Report Lead/QA
RC
Regilene Come
2.40
📞 1 calls⏱ 91m 28s
Product Model Verification

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

View Report Lead/QA
JP
John Pagurayan
2.10
📞 1 calls⏱ 15m 45s🔺 1 esc
Fundamental troubleshooting

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

View Report Lead/QA
JT
Janessa Tubon
1.80
📞 1 calls⏱ 30m 44s
Incorrect pairing method

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

View Report Lead/QA
LA
Lexes Asilo
1.70
📞 1 calls
Device Information Collection

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

View Report Lead/QA
AA
Ashley Alayon
1.40
📞 1 calls
Incorrect device access guidance

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

View Report Lead/QA
RP
Ruthata Polina
1.40
📞 1 calls⏱ 38m 46s
Technical Inaccuracy - URLs

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

View Report Lead/QA
DD
Donna Dubduban
1.10
📞 1 calls
Product identification accuracy

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

View Report Lead/QA
ML
Mariecris Lapiz
1.10
📞 1 calls
Technical accuracy

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

View Report Lead/QA
ZC
Zhiliang Chen
1.00
📞 1 calls
Product identification failure

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

View Report Lead/QA
CB
Carlo Bangot
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
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