Week of July 5–11, 2026

Agent coaching reports · 44 agents

📊
Fleet Coaching Overview Synthesized patterns, training priorities, and escalation watchlist across all 44 agents this week
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44
Agents
667
Calls Reviewed
2.29
Avg Score
52
Escalations

Agents

44 agents
JL
Joziel Licmoan
3.05
📞 35 calls⏱ 31m 11s🔺 1 esc
Technical accuracy gaps

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

View Report Lead/QA
CA
Charm Awitan
2.73
📞 42 calls⏱ 22m 45s🔺 3 esc
ISP/modem diagnostics

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

View Report Lead/QA
VC
Vennemir Calvin
2.68
📞 41 calls⏱ 14m 22s🔺 2 esc
Model Verification

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

View Report Lead/QA
JL
Johnclark Labadan
2.62
📞 4 calls⏱ 37m 29s
Incorrect technical guidance

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

View Report Lead/QA
TM
Trecia Malunjao
2.57
📞 15 calls⏱ 29m 58s
Model/Serial collection

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

View Report Lead/QA
AB
Aysah Bagumbaran
2.56
📞 57 calls⏱ 22m 07s🔺 1 esc
Inaccurate Default Credentials

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

View Report Lead/QA
EL
Eppie Lagumbay
2.56
📞 31 calls⏱ 39m 22s🔺 5 esc
Protocol Completeness

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

View Report Lead/QA
RL
Riojene Ladera
2.56
📞 24 calls⏱ 30m 18s🔺 1 esc
Technical inaccuracy risks

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

View Report Lead/QA
RM
Regin Magnetico
2.53
📞 58 calls⏱ 29m 23s🔺 2 esc
Inaccurate LED status guidance

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

View Report Lead/QA
GM
Gerlie Miguello
2.52
📞 18 calls⏱ 25m 00s
Technical accuracy gaps

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

View Report Lead/QA
DD
Donna Dubduban
2.51
📞 25 calls⏱ 34m 28s
Diagnostic omission

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

View Report Lead/QA
GP
Girlyjoy Pocot
2.51
📞 23 calls⏱ 24m 08s🔺 1 esc
Technical Accuracy

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

View Report Lead/QA
MA
Mikaelhjoshua Anasco
2.45
📞 28 calls⏱ 26m 35s🔺 5 esc
Diagnostic Depth

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

View Report Lead/QA
JV
Jeraldjun Villanubos
2.42
📞 37 calls⏱ 35m 50s🔺 3 esc
Inconsistent LED Interpretation

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

View Report Lead/QA
RL
Rubierosa Levi
2.37
📞 12 calls⏱ 30m 15s🔺 2 esc
Inconsistent Troubleshooting

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

View Report Lead/QA
MD
Maylene Delada
2.34
📞 45 calls⏱ 22m 42s🔺 2 esc
LED State Interpretation

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

View Report Lead/QA
EC
Edgarianmark Catulong
2.25
📞 11 calls⏱ 18m 27s🔺 1 esc
Resolution Verification

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

View Report Lead/QA
PE
Paolo Ebora
2.25
📞 16 calls⏱ 26m 48s🔺 5 esc
Technical Inaccuracy

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

View Report Lead/QA
KP
Kharla Proel
2.24
📞 30 calls⏱ 48m 52s🔺 1 esc
Technical Accuracy

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

View Report Lead/QA
LS
Limuel Saura
2.17
📞 13 calls⏱ 26m 05s
Technical Accuracy

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

View Report Lead/QA
PR
Paulo Real
2.10
📞 8 calls⏱ 47m 06s🔺 3 esc
Product Data Collection

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

View Report Lead/QA
JP
John Pagurayan
2.05
📞 4 calls⏱ 88m 00s🔺 3 esc
Missing device identification

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

View Report Lead/QA
DL
Deneive Luar
2.00
📞 13 calls⏱ 16m 57s🔺 1 esc
Technical Accuracy

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

View Report Lead/QA
JA
Jorgenathaniel Amores
1.95
📞 48 calls⏱ 31m 59s🔺 4 esc
Incorrect Technical Guidance

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

View Report Lead/QA
EM
Eric Marbella
1.70
📞 8 calls⏱ 49m 12s🔺 4 esc
Protocol adherence

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

View Report Lead/QA

3 Calls or Less — Review Separately

19 agents
DO
Dorothybelle Oraiz
3.20
📞 3 calls⏱ 33m 23s
Technical accuracy verification

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

View Report Lead/QA
RC
Regilene Come
2.80
📞 2 calls⏱ 6m 16s🔺 1 esc
Collect product details

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

View Report Lead/QA
XJ
Xiaoge Ji
2.25
📞 2 calls
Incomplete troubleshooting

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

View Report Lead/QA
AR
Albertdominic Roa
1.55
📞 2 calls⏱ 51m 44s
Technical Instruction Accuracy

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

View Report Lead/QA
FA
Fatimaalpha Actub
3.80
📞 1 calls

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

View Report Lead/QA
RI
Raquel Intong
3.10
📞 1 calls⏱ 15m 31s
Missed credential location

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

View Report Lead/QA
GC
Genbearapril Cantere
3.00
📞 1 calls⏱ 9m 17s
Incorrect Admin Password Guidance

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

View Report Lead/QA
AO
Akiko Ohashi
2.80
📞 1 calls
Recovery key guidance

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

View Report Lead/QA
JR
Jane Reambonanza
2.80
📞 1 calls⏱ 16m 32s🔺 1 esc
Incorrect Support URL

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

View Report Lead/QA
AE
Ayman Elamin
1.80
📞 1 calls
Issue clarification failure

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

View Report Lead/QA
KD
Kirby Dona
1.80
📞 1 calls⏱ 6m 51s
Warranty verification

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

View Report Lead/QA
DG
Dennis Gamolo
1.10
📞 1 calls⏱ 5m 57s
Inaccurate Support Guidance

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

View Report Lead/QA
SQ
Stephanie Quidlat
1.00
📞 1 calls
Protocol violations

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

View Report Lead/QA
XZ
Xiangjie Zhang
1.00
📞 1 calls
Technical accuracy

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

View Report Lead/QA
YL
Yeshi Lin
1.00
📞 1 calls
Incorrect troubleshooting procedures

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

View Report Lead/QA
ZC
Zhiliang Chen
1.00
📞 1 calls
Incomplete Troubleshooting

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
ZA
Zainab Alhefaiti
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