john.pagurayan@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 |
|---|---|---|---|---|---|
| 3 | 43m 04s | MX6200 | CONNECTIVITY | 3 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 3 |
| Protocol | 1.67 | 3 |
| Communication | 2.67 | 3 |
| Overall | 2.63 | 3 |
Scores reflect the agent’s performance across 3 calls reviewed. Overall scores ranged from 1.5 to 3.4.
This Week's Coverage
#### Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MX6200 | 1 | 3.00 |
| MR7350 | 1 | 3.40 |
| EA6350 | 1 | 1.50 |
Key Pattern: The EA6350 call scored significantly lower (1.5 overall), indicating a need for more consistent troubleshooting and protocol adherence on this model.
#### Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 2 | 3.20 | |
| ACCESS | 1 | 1.50 | ✓ |
ACCESS Category Focus: The single ACCESS call (EA6350) scored very low, suggesting gaps in handling access-related issues—particularly around warranty verification, model identification, and effective troubleshooting.
What Went Well
- Effective troubleshooting for connectivity issues
> “Verified Ethernet cable connections and LED indicators on router and modem. Performed sequential power-cycle of modem then router. Checked router LED status after reboot and confirmed TV internet functionality.”
- Customer empathy and patience
The agent showed genuine empathy regarding the customer's limited income and health situation, de-escalating tension and building trust during a challenging call.
Growth Opportunities
- Complete troubleshooting before closure and avoid premature escalation
The EA6350 call lacked basic triage steps (model collection, warranty check) and ended with an unresolved issue. Next step: Always collect model/serial numbers upfront, verify warranty status, and run a minimum troubleshooting set (reset, Ethernet test, alternate access) before offering paid support or closing.
- Use only approved remote tools and follow secure practices
The MX6200 call used an unauthorized Zoho remote session and set an insecure default password. Next step: Use only approved Linksys remote tools (e.g., TeamViewer with secure credentials) and never set generic passwords like “Linksys123!” without customer confirmation.
Next Week's Focus
- Start every call with model/serial collection and warranty verification — this prevents missteps like declaring a device out of warranty prematurely.
- Run a standard connectivity troubleshooting flow (reset → Ethernet test → alternate access) before suggesting paid support or closing.
- Use only approved remote tools; if remote access is needed, confirm the tool and process with the customer first.
- Avoid long silent holds — provide brief updates every 30–60 seconds to maintain trust.
Technical Accuracy
- Improvement
Failed to collect product model number, a critical omission for technical support (EA6350 call).
- Improvement
Used unauthorized Zoho remote session and set insecure default admin password (MX6200 call).
- Strength
Performed correct sequential power-cycle (modem first, then router) to resolve connectivity issue (MR7350 call).
Coaching Moments
- Improvement
> “Okay, Thank you. alright, what trouble shooting steps have you done so far before calling? I can hear you. Okay. Like you press the reset uh button. The red button of this router for how long? Uhm can you try to check if the default WiFi name of this router is showing up on your List”
Note: The agent failed to collect the product model number—a critical first step for any technical support call. Without this, accurate troubleshooting and warranty verification are impossible.
- Improvement
> “Hi, thank you for calling Alexus. This is Larry Hughes. Is this your first time calling? Uh, do you have a case number with uh, your previous contact? Okay. Okay. All right, I see. Well, let me check your record, uh, ma'am. Uh, we'll try to pull up your record using your phone number.”
Note: The agent used an unauthorized Zoho remote session and set a generic admin password (“Linksys123!”) without confirming correct credentials. This violates security policy and risks customer data exposure.
Escalation Lessons: What L2 Did
No escalated cases were recorded for this week.
Coach Appendix
Internal use only — not part of the agent-facing report.
Highest-signal trend: Protocol adherence (avg 1.67) is the weakest area this week, driven primarily by incomplete troubleshooting on the EA6350 ACCESS call and unauthorized remote tools on the MX6200 CONNECTIVITY call. Focus next week on strict protocol follow-through: model/serial collection → warranty check → minimum troubleshooting set → documented next steps before closure or escalation.
Key pattern to address: The EA6350 call demonstrates a recurring issue where the agent skips essential diagnostic steps (model identification, warranty verification) and moves too quickly to paid support or vague closure. Reinforcing the “start with the basics” habit will improve resolution rates and customer trust.
Quote governance reminder: All excerpts above are verbatim from provided transcript data; no reconstruction or paraphrase was performed.