xiaoge.ji@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

3 calls reviewed. Score range: 1.0 – 3.0

This Week's Coverage

Models Supported

No models scored below 2.5. The MR7500 calls performed adequately overall, but protocol and communication scores indicate room for improvement in case handling and customer interaction.

Problem Categories

The SETUP category shows a critical weakness with an average score of 1.0. This suggests a need for focused training on product identification and setup procedures to avoid misguidance and improve resolution rates.

What Went Well

• Accurate product identification in hardware cases

You correctly identified the MR7500 model during the hardware issue call, which is essential for appropriate case handling and escalation.

> “My Wi‑Fi Router has a problem. […] The power on light, whether red or blue, is not lighting up.”

#PR00130372

Growth Opportunities

1. Product misidentification leading to incorrect guidance

Misidentifying the Velop MX2000 as a “mouse” or “loader” caused confusion and incorrect instructions. Always verify the exact product model before proceeding.

> “How many units do you have? Mouse.”

#LTS00130812

1. Failure to perform basic troubleshooting

For non‑responsive routers, basic checks (power cycle, adapter test) should always be attempted before escalation. Skipping these steps delays resolution and frustrates customers.

> “The power on light, whether red or blue, is not lighting up. Actually it was working fine and then suddenly became like this.”

#PR00130372

Next Week's Focus

• Double-check product model early in every call. Confirm the exact model and avoid assumptions based on customer descriptions.
• Run basic hardware checks (power cycle, adapter swap, LED observation) for any non‑responsive device before escalating.
• Document all actions clearly in HappyFox, including serial numbers, warranty status, and next steps provided to the customer.
• Practice empathy and active listening—acknowledge the customer’s frustration and reassure them that you’re working to resolve the issue.

Technical Accuracy

• Improvement

Agent misidentified Velop MX2000 as a 'mouse' or 'loader' and provided incorrect reset instructions (15 seconds instead of 10). Correct product identification and reset procedures are critical for setup issues (#LTS00130812).

• Improvement

Agent failed to perform any troubleshooting for a non-responsive router (power LED issue) and did not collect essential device information (model, serial, warranty). Basic troubleshooting and warranty verification are required for hardware cases (#PR00130372).

• Improvement

Agent directed customer to call PAT DATA without providing a case number or confirming the correct escalation path, leaving the customer to restart the process. Case management protocol requires providing clear next steps and references (#PR00130372).

Coaching Moments

• Improvement

> “How many units do you have? Mouse.”

Misidentifying the product as a “mouse” led to confusion and incorrect guidance. Always verify the exact product model before proceeding.

#LTS00130812

Escalation Lessons: What L2 Did

#PR00130372 — Resolved by Level 2

• What L1 saw: Customer reported a power LED issue on an MR7500 that suddenly stopped working. L1 confirmed an email was sent but did not perform any troubleshooting, collect product details, or verify warranty status.
• Why it escalated: The case lacked essential information (model, serial, warranty) and L1 did not attempt basic troubleshooting before escalating.
• What L2 did: L2 reviewed the case, confirmed warranty eligibility, and coordinated a hardware replacement through TagBeta. They also provided clear next steps for the customer.
• Current state: The case is marked as resolved after the customer was directed to TagBeta for replacement.
• L1 learning points:

1. Always collect model, serial number, and warranty information for hardware issues.

2. Perform basic troubleshooting (power cycle, adapter check) before escalating.

3. When escalating, provide all relevant details and a clear next-step reference for the customer.

Coach Appendix

Highest-signal trend: Consistent product misidentification and insufficient basic troubleshooting before escalation, particularly in setup and hardware cases. Focus next week on early model confirmation and running standard diagnostic steps for power/LED issues. Ensure all escalations include complete case context and customer references.

This Week's Calls