josephmycko.balindres@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 | 8m 52s | MX2000 | SETUP | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.00 | 1 |
Scores reflect 1 call reviewed. Score range: lowest = 1, highest = 4.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MX2000 | 1 | 3.00 |
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| SETUP | 1 | 3.00 |
The single call involved a mesh setup issue on an MX2000. The average score of 3.00 reflects solid customer interaction but significant gaps in technical accuracy and protocol adherence (see Growth Opportunities).
What Went Well
- Polite and patient communication
> Polite and patient tone maintained throughout the call.
Growth Opportunities
- Accurate technical guidance on LED states
The agent incorrectly stated that a green LED means the node is ready for setup. This contradicts KB guidance, which specifies solid blue/teal for successful mesh connection.
What good looks like:
Use the exact LED definitions from the KB: solid blue/teal = connected, blinking purple/red = pairing, solid amber = powered on but not paired. When in doubt, verify with the device manual or KB article before instructing the customer.
- Consistent protocol for model collection and case documentation
The agent failed to collect the product model number despite asking for it and did not create a HappyFox case or capture customer contact details.
What good looks like:
1. Always collect and confirm the exact product model (e.g., MX2000, MR9000) before proceeding with troubleshooting.
2. Create a HappyFox case for every customer interaction, even if the issue appears resolved, to ensure traceability and warranty eligibility.
3. Capture essential customer details (name, email, phone) at the start of the call for future reference or follow-up.
Next Week's Focus
- Double-check LED definitions before guiding customers — keep the KB article for mesh LED states open in a separate tab for quick reference.
- Make model number collection a non-negotiable first step — add a checklist reminder in your call script: “Model? Serial? Warranty status?”
- Create a HappyFox case for every call — even brief interactions deserve a ticket for auditability and continuity.
- Verify post-relocation stability — when a customer plans to move a node, ask for a quick confirmation call or remote check after relocation to ensure the fix holds.
Technical Accuracy
- Improvement
Incorrect LED interpretation: Agent stated green LED means 'ready for setup' ([03:00]), which contradicts KB guidance (solid blue/teal indicates successful mesh connection).
- Improvement
Failed to collect product model number despite asking for it ([02:00]), which is critical for mesh troubleshooting and warranty eligibility.
- Improvement
No case was created or referenced, and no customer contact details were captured, violating basic support protocol.
Coaching Moments
- Strength
> Polite and patient tone maintained throughout the call.
Escalation Lessons: What L2 Did
No escalations occurred this week, so there are no L2 resolution patterns to review.
Coach Appendix
- Highest-signal weekly trend: The sole call demonstrated strong interpersonal skills but exposed critical gaps in technical accuracy (LED interpretation) and protocol discipline (model collection, case documentation). Focus next week on integrating KB verification for LED states and making model capture and case creation habitual.
- Recurring pattern to monitor: Tendency to skip model collection despite asking for it — this risks misdiagnosis and warranty delays. Build a habit of confirming the exact model before any troubleshooting step.