jhonjobert.zambrano@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 | 36m 1s | MR9600 | SETUP | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 1.50 | 1 |
Scores reflect 1 call reviewed. Score range: lowest 1.5, highest 1.5.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MR9600 | 1 | 1.50 |
Lower scores on MR9600 calls suggest a need for more structured troubleshooting and model-specific knowledge.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| SETUP | 1 | 1.50 | ✓ |
The SETUP category shows a critical need for improvement. The single call involved a hardware fault where no troubleshooting was performed, leading to an unresolved outcome.
What Went Well
No transcript highlights were available for this week, as the call did not contain any coaching moments marked as strengths. The agent did politely greet the customer and acknowledge the out-of-warranty status, which is a positive start but not sufficient for a successful resolution.
Growth Opportunities
- Perform systematic troubleshooting for hardware faults
> Agent did not perform any diagnostic steps (reset, power-cycle, WAN check, LED interpretation) for a reported hardware fault. Customer's router was non-functional, yet no diagnostic steps were taken.
Next step: Before offering paid support or recommending a new device, always run a minimum troubleshooting sequence: power-cycle, factory reset (if safe), WAN cable check, and LED status interpretation. Document each step and its result.
- Verify model and warranty status before offering paid support
> Agent failed to verify the exact router model despite having the serial number and did not check warranty status via system. Offered paid support without confirming the issue or exhausting free troubleshooting.
Next step: Use the serial number to confirm the exact model and warranty status in the system. Only after confirming out-of-warranty and exhausting free troubleshooting should paid support be presented as an option.
Next Week's Focus
- Start every hardware-fault call with a standard troubleshooting script (power-cycle → reset → WAN check → LED interpretation). Practice this until it becomes second nature.
- Always confirm model and warranty status before discussing repair options. Use the serial number provided by the customer to pull this information from the system.
- Create a HappyFox case for any unresolved issue, even if you believe the customer may need paid support. This ensures a documented path forward and avoids leaving the customer without a resolution trail.
- Role-play scenarios where you must differentiate between “free troubleshooting exhausted” and “issue still unresolved” before offering paid support. Focus on building confidence in your diagnostic process.
Technical Accuracy
Improvement
Agent did not perform any troubleshooting steps (reset, power-cycle, WAN check, LED interpretation) for a reported hardware fault. Customer's router was non-functional, yet no diagnostic steps were taken.
Note: For a non-functional router with a steady blue light, the agent should have at least attempted a power-cycle, checked the WAN connection, and interpreted the LED status before concluding the device was irreparable. This would have provided a clearer picture of whether the issue was a simple connectivity problem or a hardware failure.
Improvement
Agent failed to verify the exact router model despite having the serial number and did not check warranty status via system. Offered paid support without confirming the issue or exhausting free troubleshooting.
Note: With the serial number 32L108Z001, the agent should have looked up the exact model (MR9600) and warranty status. This information is critical before offering paid support. The agent relied solely on the customer's statement about being out-of-warranty, which may not have been accurate.
Improvement
No HappyFox case was created despite a clear hardware fault, violating case management protocol. Customer was left without a resolution path.
Note: Even if the agent believed the issue required paid support, a HappyFox case should have been created to document the interaction, capture the customer's information, and provide a path for follow-up if the customer later decides to pursue paid support.
Coaching Moments
Improvement
Agent suggested purchasing a new router and offered paid-out-of-warranty support; no fix for the existing device was provided. No case or follow-up was established.
Note: The agent’s approach left the customer without any actionable steps to resolve the issue with their current router. A better approach would have been to first attempt basic troubleshooting, confirm the model and warranty status, and then, if necessary, create a case and discuss paid support options. This would have provided the customer with a clear path forward and ensured the issue was documented.
Escalation Lessons: What L2 Did
No escalation occurred this week, so there are no Level 2 resolution patterns to analyze. The single call was unresolved and closed without a case, which means there were no technical diagnostics or decisions made by an L2 engineer to learn from.
Coach Appendix
This week’s single call highlights a critical gap in troubleshooting and case management for hardware faults. The agent did not perform any diagnostic steps, failed to verify model/warranty status, and did not create a case despite a clear unresolved issue. Next coaching should focus on building a repeatable troubleshooting process for hardware faults and reinforcing the importance of case creation for all unresolved issues.