jhonjobert.zambrano@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 | 36m 1s | MR9600 | SETUP | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 1.50 | 1 |
Scores reflect 1 call reviewed. Score range: lowest = 1.0, highest = 4.0.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MR9600 | 1 | 1.50 |
Lower scores on MR9600 calls suggest a need for deeper familiarity with this model's hardware diagnostics and troubleshooting pathways.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| SETUP | 1 | 1.50 | ✓ |
The SETUP category shows a critical need for structured troubleshooting and case documentation. The single call in this category had unresolved hardware issues and no clear next steps.
What Went Well
No transcript highlights were available for this week, as the call did not contain any explicit strengths captured in coaching moments. The agent did acknowledge the customer's out-of-warranty status politely and attempted to clarify device descriptions — small positive gestures that show a willingness to engage.
Growth Opportunities
1. Perform systematic hardware troubleshooting before offering paid support or new device recommendations
Agent did not perform any diagnostic steps (reset, power-cycle, WAN check, LED interpretation) for a reported hardware fault. This led to an unresolved call with no actionable path for the customer.
Next step: Before suggesting paid support or new hardware, always run a minimum diagnostic set: power-cycle, factory reset simulation, WAN cable check, and LED status interpretation. Document each step and result. This ensures you’ve exhausted free options and builds trust.
2. Verify exact product model and create a HappyFox case for unresolved hardware faults
Agent failed to verify the exact router model despite having the serial number and did not create a HappyFox case, violating case management protocol.
Next step: Confirm the exact model using the serial number or customer packaging, then create a HappyFox case for any unresolved hardware issue. This captures the problem for follow-up, ensures continuity, and meets documentation standards.
Next Week's Focus
- Start every hardware fault call with a three-step diagnostic (power-cycle, reset, WAN check) and note results before discussing paid options.
- When a serial number is provided, look up the exact model in the system and confirm it aloud with the customer.
- Create a HappyFox case for any hardware issue that cannot be resolved in the call — even if you think it may be out-of-warranty.
- Practice concise case notes: “Customer reports X; performed Y diagnostics; outcome Z; next steps A.”
Technical Accuracy
Improvement
Agent did not perform any troubleshooting steps (reset, power-cycle, WAN check, LED interpretation) for a reported hardware fault. This led to an unresolved call with no actionable path for the customer.
Improvement
Agent failed to verify the exact router model despite having the serial number and did not create a HappyFox case, violating case management protocol.
Coaching Moments
No additional coaching moments were logged beyond those captured in the Technical Accuracy section.
Escalation Lessons: What L2 Did
No escalations occurred this week, so there are no L2 resolution patterns to review.
Coach Appendix
Single-call week with unresolved hardware fault on MR9600. Key trend: diagnostic steps and case creation were omitted, leading to a low overall score (1.5) and abandoned call. Focus next week on structured hardware troubleshooting and mandatory case logging for unresolved issues.