### donna.dubduban@concentrix.com — Coaching Report

### ## Week of 2026-05-25 – 2026-05-31

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### ## At a Glance

| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 1 | 12m 39s | MR5500 | CONNECTIVITY | 1 | 0 |

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### ## 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.*

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### ## 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.*

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### ## What Went Well

- **Correct product identification**  
  You correctly identified the router model as MR5500, which is essential for targeted troubleshooting.  

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### ## Growth Opportunities

1. **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.  

2. **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.  

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### ## 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.

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### ## 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.

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### ## 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.  

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### ## Escalation Lessons: What L2 Did

*No escalation cases were identified this week.*

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### ## 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.