donna.dubduban@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 | 12m 39s | MR5500 | CONNECTIVITY | 1 | 0 |
## Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 3.00 | 1 |
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
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 1 | 3.00 |
No categories require additional drill-down this week.
## What Went Well
- Correct product identification
You correctly identified the router model as MR5500, which is essential for targeted troubleshooting.
## Growth Opportunities
- Deeper troubleshooting for connectivity issues
When a customer reports reduced speeds, verify the WAN port speed and check router admin settings via the web UI. This provides critical diagnostic data before advising replacement.
- Warranty verification before advising retailer replacement
Always collect the serial number and confirm warranty coverage before directing the customer to the retailer. This ensures the customer receives appropriate support and avoids unnecessary steps.
## Next Week's Focus
- Practice verifying WAN port speed and router admin settings for gigabit connectivity issues.
- Always collect the serial number and confirm warranty status before advising retailer replacement.
- Use concise, empathetic language to reduce filler words and improve communication flow.
- Review the MR5500 knowledge base for firmware and configuration best practices.
## Technical Accuracy
Improvement
Agent did not verify WAN port speed or check router admin settings, missing key diagnostic steps for gigabit connectivity issue.
Note: Verifying WAN port speed and router admin settings is essential for diagnosing gigabit connectivity issues. This step provides critical diagnostic data and helps determine if a firmware update, configuration change, or hardware replacement is needed.
Improvement
Agent advised contacting retailer for warranty replacement without verifying warranty status or Linksys support eligibility.
Note: Always collect the serial number and confirm warranty coverage before directing the customer to the retailer. This ensures the customer receives appropriate support and avoids unnecessary steps.
Improvement
Call closed with 'not_fixed' status and minimal empathy, reducing communication quality.
Note: Closing a call with 'not_fixed' status requires clear communication of next steps and empathy for the customer's situation. This helps maintain trust and ensures the customer understands the support process.
## Coaching Moments
Strength
Correctly identified the router model (MR5500).
Note: Accurately identifying the product model is crucial for applying the correct troubleshooting steps and ensuring the right support path.
## Escalation Lessons: What L2 Did
No escalation cases were identified this week.
## Coach Appendix
- Highest-signal weekly trend: The single call highlighted a need for deeper troubleshooting on connectivity issues (WAN port speed, admin settings) and warranty verification before advising retailer replacement. These are the top focus areas for immediate improvement.
- Recurring pattern: The call demonstrated gaps in technical diagnostic depth and warranty process adherence. Next coaching should emphasize structured troubleshooting flows for connectivity issues and the warranty verification checklist.
- Quote governance: All evidence presented adheres to verbatim transcript rules; no synthetic quotes were introduced.