Alicia Monroe
On 1 call in this window, owning 0 open commitments.
Coaching4
Recorded against the calls this person was on. Where several AegisCloud people attended, the same notes appear for each of them.
Strengths (3)
David probed for the customer's own evidence—SIEM comparison, webhook path, severity settings—before diagnosing the issue.
He took ownership of the communication failure and the remediation-related latency without deflecting, which kept the customer engaged.
He secured clear next steps with specific owners and timing, including a written incident summary and a direct post-migration update.
Improvement notes (1)
David's disclosure of the March outage preceded any explanation of why Summit Trust was not notified, which initially deepened frustration; acknowledging the communication gap first could have softened the reaction.
Clarity?How clearly the rep explained things.FYISupport Case #6147 - Summit Trust Detect Alert Delays
Their calls1
| Call | Account | Date | Outcome | Sentiment | Talk share |
|---|---|---|---|---|---|
Summit Trust Detect delays tied to post-outage node imbalance; emergency rebalance submitted. | Summit Trust | 15 Apr 2026 | Progressed | -1 | 57% |