donna.dubduban@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 1 | 12m 39s | MR5500 | CONNECTIVITY | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 3.00 | 1 |
Scores reflect 1 calls reviewed. Overall score range: lowest 3, highest 3.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MR5500 | 1 | 3.00 |
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 1 | 3.00 |
What Went Well
No transcript highlights available for this week. The single call was resolved, but the coaching moments JSON did not contain any strength examples to quote.
Growth Opportunities
- Complete key diagnostics before recommending replacement
The agent confirmed cable quality and performed a reset, but missed critical checks that could have identified the root cause without a hardware swap. Next time, always verify the WAN port speed and router configuration via the web UI after a reset. This simple step often reveals misconfigured settings or firmware issues that a reset alone won’t fix.
- Confirm warranty eligibility before directing customers to retailers
The agent advised the customer to contact a retailer for replacement without gathering essential details like the serial number or verifying warranty coverage. Moving forward, always collect the serial number, confirm the product is under warranty, and verify the retailer’s return policy before sending the customer elsewhere. This prevents wasted time and potential frustration for the customer.
Next Week's Focus
- Add two diagnostic checks to your reset/reconfigure workflow: after a hard reset, immediately check the WAN port speed and review router settings via the web UI. Document findings before proceeding.
- Create a quick warranty checklist: serial number, purchase date, and retailer contact info. Run this at the start of any replacement-related conversation.
- Practice concise empathy: replace filler phrases (“um,” “uh”) with brief acknowledgments (“I understand this is frustrating”). This improves perceived communication quality without extending handle time.
- Review MR5500-specific KB articles: focus on common WAN port speed issues and firmware upgrade steps. Knowing these will boost confidence and accuracy on similar calls.
Technical Accuracy
Improvement
Agent did not verify WAN port speed or router configuration via the web UI, missing a key diagnostic step. Additionally, warranty status and serial number were not confirmed, leading to unclear guidance on replacement process.
No dedicated technical accuracy signals were extracted this week. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns.
Coaching Moments
No remaining coaching moments after Technical Accuracy.
Escalation Lessons: What L2 Did
No escalated cases were recorded this week, so there are no L2 resolution patterns to analyze. The single call was closed with self-help guidance.
Coach Appendix
Internal use only — not for agent distribution
- Highest-signal weekly trend: The sole call demonstrated a pattern of incomplete diagnostics (WAN port speed, router settings) and missing warranty verification before recommending replacement. This suggests a need to reinforce the “diagnose before replace” mindset and standardize warranty data collection.
- Key coaching pattern to surface next week: Ensure every connectivity call for MR5500/MR9000 includes WAN port speed verification and warranty status confirmation. Use these as mandatory checkpoints before escalating or recommending hardware replacement.
- Quote governance compliance: All evidence presented adheres to verbatim transcript rules — no fabricated or paraphrased quotes were used. PII redaction was preserved per provided sanitized fields.