john.pagurayan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 3 calls reviewed. Overall score range: 1.5 (lowest) to 3.4 (highest).

This Week's Coverage

Models Supported

Key pattern: The EA6350 call had the lowest overall score (1.5), indicating a need for focused practice on this model’s setup and troubleshooting flows.

Problem Categories

ACCESS category (1.5 avg): The single ACCESS call involved a customer unable to see the router’s Wi‑Fi network or access setup pages. The low score reflects missed opportunities to collect critical product details and apply basic connectivity checks before offering paid support.

What Went Well

Effective troubleshooting for connectivity issues

The agent demonstrated strong problem‑solving skills when resolving a connectivity issue on an MR7350 router after a storm.

“Verified Ethernet cable connections and LED indicators on router and modem. Performed sequential power-cycle of modem then router. Checked router LED status after reboot and confirmed TV internet functionality.”

#LTS00131145

Customer empathy and rapport

The agent showed genuine empathy, especially when discussing the customer’s limited income and health situation, which helped de‑escalate tension.

“Showed genuine empathy regarding the customer's limited income and health situation [12:00], de-escalating tension.”

#LTS00131145

Growth Opportunities

Failure to collect critical product information

In the EA6350 case, the agent did not collect the product model number—a fundamental step for any technical support call. This omission made accurate troubleshooting impossible and led to an unresolved issue.

“Failed to collect product model number, a critical omission for any technical support call [02:00–05:00]”

#LTS00113870

Next step: Always confirm the exact product model (and serial number when relevant) within the first 30 seconds of the call. Use the script: “To help me identify the right steps for you, could you please tell me the exact model name or number of your device?”

Premature escalation to paid support

The agent introduced paid support before attempting any troubleshooting, creating unnecessary friction with a customer who likely needed only basic steps.

“Introduced paid support at [08:00] before attempting any troubleshooting, despite the issue likely being resolvable with basic steps.”

#LTS00131145

Next step: Reserve paid-support mentions for cases where basic troubleshooting has failed, warranty is clearly expired, or the customer explicitly requests advanced options. Begin every call with at least one verified, low‑effort troubleshooting step.

Next Week's Focus

1. Start every call with model/serial collection – ask for the product model and serial number within the first minute, and confirm you have them before proceeding.
2. Lead with one free troubleshooting step – even if the issue seems simple, demonstrate value by guiding the customer through a verified step (e.g., power-cycle, cable check) before mentioning paid options.
3. Practice concise, empathetic holds – if you must place a customer on hold, explain why and give an estimated time (“I’ll be right back in about 30 seconds while I pull up your details”).
4. Review remote-support policy – ensure any remote sessions use only approved Linksys tools; avoid third‑party platforms like Zoho unless explicitly authorized.

Technical Accuracy

Improvement

Failed to collect product model number, making accurate troubleshooting impossible. Agent incorrectly stated that no technical assistance can be provided for out-of-warranty devices, which contradicts policy.

#LTS00113870

Improvement

Used non‑standard remote access (Zoho) instead of approved Linksys remote tools. Set a generic admin password (Linksys123!) that is insecure and not per KB.

#LTS00073069

Strength

Correctly diagnosed physical connectivity and performed proper sequential power-cycle (modem first, then router), which resolved the issue.

#LTS00131145

Coaching Moments

Improvement

“Okay, Thank you. alright, what trouble shooting steps have you done so far before calling? I can hear you. Okay. Like you press the reset uh button. The red button of this router for how long? Uhm can you try to check if the default WiFi name of this router is showing up on your List”

Note: The agent skipped essential product identification and jumped to troubleshooting without confirming the model or warranty status. Collect model/serial first to avoid misdirected steps.

#LTS00113870

Escalation Lessons: What L2 Did

No escalated cases were recorded this week. All issues were either resolved at Level 1 or documented for follow‑up without escalation.

Coach Appendix

Highest-signal trend: Protocol adherence needs strengthening—critical product information was missing in the EA6350 case, and paid support was offered too early in the MR7350 case. Focus next week on model/serial collection and leading with at least one free troubleshooting step before mentioning paid options. Ensure remote sessions use only approved Linksys tools and follow KB password guidelines.

This Week's Calls