jane.reambonanza@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a single call reviewed. Range: lowest = 2, highest = 3.

This Week's Coverage

#### Models Supported

No models scored below 2.5 this week.

#### Problem Categories

No categories flagged for deeper drill-down this week.

What Went Well

jane, you’re doing solid foundational work in a few key areas:

1. Correct admin password reset guidance

You followed KB procedures accurately when guiding the customer through the admin password reset using the recovery key. This gave the customer the tools they needed to regain control.

1. Accurate password distinction

You clearly explained the difference between the Wi‑Fi password and the router admin password. This prevented confusion and helped the customer understand what they were changing.

Growth Opportunities

1. Provide the correct IP address from the start

You initially gave the customer an incorrect IP address to access the router admin page. While you corrected it later, starting with the right KB-approved address saves time and reduces confusion.

Next step: Always verify the correct admin URL/IP for the specific model before the first mention.

1. Verify guest network settings during closure

The customer still needed to fix the guest network password on their own after the call. Confirming the setting was correct before closing would give the customer confidence that the issue is fully resolved and prevent follow‑up calls.

Next step: Add a quick “Can you confirm the guest network now shows only the name ‘guest’ with no password?” check at the end of similar calls.

Next Week's Focus

• Start every router‑access call with the verified admin URL/IP for the exact model. Keep the KB link handy for instant copy‑paste.
• Add a 30‑second guest‑network verification step at the end of calls where guests are discussed. A single question can prevent half the follow‑ups.
• When explaining passwords, pair each term with its function (“admin password = router login; Wi‑Fi password = network security”). This reinforces understanding.
• If a product detail (e.g., MB7000 stock status) isn’t in the KB, say “I’ll check and get back to you” instead of giving unverified info.

Technical Accuracy

Improvement

Initial incorrect IP address provided - should have been [REDACTED_PHONE] per KB guidance.

#LTS00117838

Improvement

Guest network settings were not verified during the call, leaving the customer to self-service without confirmation.

#LTS00117838

Strength

Correctly guided admin password reset using recovery key (KB-compliant procedure).

#LTS00117838

Coaching Moments

Strength

Correctly guided admin password reset using recovery key (KB-compliant).

Note: This moment shows solid adherence to the password‑recovery KB article — a reliable path that restores access without escalation.

Improvement

Initial incorrect IP address ([REDACTED_PHONE]) - should have been [REDACTED_PHONE] per KB.

Note: Starting with the correct IP avoids confusion and models best practice for future calls.

Improvement

Did not verify guest network settings were updated during call.

Note: A quick confirmation would have closed the loop on the customer’s original concern and prevented a potential follow‑up.

Escalation Lessons: What L2 Did

No escalated cases were recorded this week, so there are no new L2 resolution patterns to review.

Coach Appendix

Internal note: This week’s single call shows a solid grasp of password‑reset procedures but highlights two repeatable protocol gaps — starting with the correct admin URL and confirming guest‑network settings before closure. Focus coaching on these two behaviors to raise protocol and communication scores on the next call.

This Week's Calls