jane.reambonanza@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 1 call reviewed. Score range: lowest = 2, highest = 3.

This Week's Coverage

Models Supported

Product model data not available for this week.

Problem Categories

No categories require additional drill-down this week.

What Went Well

jane, you’re doing a solid job guiding customers through password resets and explaining technical concepts clearly. Here are two strengths from your recent call:

• Accurate password reset guidance

You correctly guided the customer through resetting the admin password using the recovery key, following KB-compliant steps. This gave the customer the tools they needed to regain access and make further changes themselves.

#LTS00117838

• Clear explanation of password types

You accurately distinguished between the Wi‑Fi password and the router admin password, helping the customer understand what each controlled and how to manage them separately. This clarity prevented further confusion.

#LTS00117838

Growth Opportunities

Two small adjustments can make an even bigger difference for your customers:

1. Provide the correct IP address from the start

Early in the call, you gave an IP address that wasn’t aligned with KB guidance. This created a moment of confusion before you corrected it. Next time, double-check the exact IP address in the KB before sharing it, so the customer can proceed without backtracking.

#LTS00117838

1. Verify secondary issue resolution before closing

The customer needed to adjust guest network settings, but you didn’t confirm those changes were made before ending the call. A quick “Can you confirm the guest network now shows only the name ‘guest’ without a password?” would give the customer confidence that the problem is fully resolved and prevent them from needing to call back.

#LTS00117838

Next Week's Focus

• Double-check KB articles for exact values (like IP addresses) before sharing them with the customer.
• Add a brief verification step for any secondary issues the customer mentions—ask them to confirm the change is visible on their end.
• Keep explaining the “why” behind each step, as you did with password types—this builds trust and reduces follow-up questions.
• If a product isn’t in stock, verify this against official channels before telling the customer, and offer alternative solutions if possible.

Technical Accuracy

Improvement

Initial incorrect IP address ([REDACTED_PHONE]) provided - should have been [REDACTED_PHONE] per KB guidance.

Note: Providing the wrong IP address initially caused confusion. Always confirm the exact value from KB before sharing it with the customer.

#LTS00117838

Improvement

Guest network settings were not verified during call, leaving customer to self-service without confirmation.

Note: Verifying that the guest network now displays only the name “guest” without a password would ensure the customer’s problem is fully resolved and prevent a repeat call.

#LTS00117838

Strength

Correctly guided admin password reset using recovery key (KB-compliant procedure).

Note: You followed the KB procedure precisely for resetting the admin password, enabling the customer to regain access and make further changes independently.

#LTS00117838

Coaching Moments

Strength

Accurately explained difference between Wi‑Fi password and admin password (KB‑compliant).

Note: This clear distinction helped the customer understand what each password controlled and prevented further confusion about which credential to change.

#LTS00117838

Escalation Lessons: What L2 Did

No escalations occurred this week, so there are no L2 resolution patterns to review.

Coach Appendix

Internal use only — not for agent distribution

• Top trend: Single call this week focused on ACCESS issue (SPNM60CF). Strengths in password reset guidance and concept explanation, but opportunities to improve initial accuracy (IP address) and verification of secondary issue resolution (guest network settings).
• Key pattern: When providing technical values (IPs, URLs, commands), always cross-reference KB articles first to ensure accuracy before sharing with the customer. This prevents confusion and reduces the need for correction mid-call.
• Quote governance: All evidence presented above adheres to the required verbatim rule—no new or reconstructed quotes were introduced.