josephmycko.balindres@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a single call reviewed. Overall score range: 3.00 (lowest) to 3.00 (highest).

This Week's Coverage

Models Supported

Product model data not available for this week.

Problem Categories

The single call focused on a mesh setup issue. The average overall score of 3.00 reflects a moderate performance, but there are clear opportunities to improve technical accuracy and protocol adherence, as detailed in the Growth Opportunities section.

What Went Well

• Polite and patient communication

Polite and patient tone maintained throughout the call.

#LTS00099614

Growth Opportunities

• Technical accuracy and protocol adherence

The call highlighted several areas where technical knowledge and adherence to protocol can be strengthened. Specifically:

Incorrect LED interpretation: Stated green LED means 'ready for setup' ([03:00]). This is factually wrong per KB; solid blue/teal indicates successful mesh connection, not green. Failed to collect product model number despite asking for it ([02:00]), which is essential for mesh troubleshooting and warranty eligibility.

#LTS00099614

What to do next week:

• Verify LED states against KB before advising customers. For Lynx US mesh devices, solid blue/teal confirms successful connection; green is not a standard indicator for readiness.
• Always collect and confirm the product model number. This is critical for accurate troubleshooting, warranty checks, and efficient escalation if needed.
• Ensure all customer interactions are documented in HappyFox, capturing essential details like serial numbers, model numbers, and contact information.

Next Week's Focus

• Double-check LED meanings in the KB before confirming node status with customers.
• Make the product model number a mandatory first-step data point on every mesh-related call.
• Practice creating and populating HappyFox cases for all customer interactions, ensuring all relevant details are captured.
• Review the mesh troubleshooting flowchart to reinforce the correct sequence of actions and decision points.

Technical Accuracy

Improvement

Incorrect LED interpretation: Agent stated green LED means 'ready for setup' ([03:00]), which contradicts KB guidance (solid blue/teal indicates successful mesh connection).

#LTS00099614

Improvement

Failed to collect product model number despite asking for it ([02:00]), which is critical for mesh troubleshooting and warranty eligibility.

#LTS00099614

Improvement

No case was created or referenced, and no customer contact details were captured, violating basic support protocol.

#LTS00099614

Coaching Moments

Strength

Polite and patient tone maintained throughout the call, which helped keep the customer engaged and cooperative.

Polite and patient tone maintained throughout the call.

#LTS00099614

Escalation Lessons: What L2 Did

No escalations occurred this week, so there are no L2 resolution patterns to review. The single call was resolved at L1 with the customer confirming stability after a main node reset.

Coach Appendix

• Highest-signal weekly trend: The sole call demonstrated a critical need for improved technical accuracy (LED interpretation, model number collection) and stricter protocol adherence (case documentation, contact capture). These gaps directly impacted the accuracy and protocol scores, which both registered at 1.0.
• Recurring pattern to monitor: Ensure every mesh troubleshooting call captures the product model number up front and cross-references LED states with current KB articles before advising customers. This will prevent repeat inaccuracies and support faster, more confident resolutions.
• Quote governance reminder: All transcript excerpts and coaching moments adhere to the provided sanitized data; no new or reconstructed quotes were introduced.

This Week's Calls