xiaoge.ji@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

3 calls reviewed. Overall score range: 1.0 – 3.0.

This Week's Coverage

Models Supported

Lower scores on MX2000 calls suggest familiarity gaps with this device's setup flow.

Problem Categories

The single SETUP call scored very low (1.0 overall), indicating a critical need to improve troubleshooting and product identification for setup-related issues. Focus on accurate device recognition and step-by-step guidance.

What Went Well

• Product Identification: You correctly identified the MR7500 model during the hardware-failure call, which is essential for accurate case handling and escalation.

> “My Wi‑Fi Router has a problem… MR7500”

#PR00130372

Growth Opportunities

Protocol Adherence

Protocol scores were consistently low (1.0) across all calls. This indicates missed steps in standard procedures such as serial number collection, case number reference, and structured troubleshooting.

What good looks like: Before ending any call, ensure you:

1. Collect and verify the product’s serial number.
2. Reference the HappyFox case number.
3. Document next steps clearly in the ticket.

Technical Accuracy

Misidentification of the MX2000 as a “mouse” or “loader” and providing an incorrect factory reset duration (15 seconds instead of 10) created confusion and delayed resolution.

What good looks like:

• Confirm the exact product model before proceeding.
• Use product-specific KB articles for reset instructions (MX2000: 10-second press).
• Avoid generic terms like “mouse” when referring to networking equipment.

Next Week's Focus

1. Start every call with model and serial verification — ask for the exact product name and serial number upfront.
2. Reference the HappyFox case number in every interaction and confirm it with the customer.
3. Use product-specific reset guides — double-check KB articles before giving instructions.
4. Document next steps clearly in the ticket before closing or escalating the call.

Technical Accuracy

• Improvement

Agent misidentified Velop MX2000 as a 'mouse' or 'loader' and provided incorrect factory reset duration (15 seconds instead of 10). Correct KB reference: MX2000 factory reset requires 10-second press #LTS00130812

• Improvement

Agent failed to collect serial number or verify warranty during RMA-related call, violating standard case management protocol #PR00130372

• Improvement

Agent did not perform any troubleshooting for non-responsive router (MR7500) beyond confirming email address #PR00130372

Escalation Lessons: What L2 Did

#PR00130372 — Resolved by Level 2

• What L1 saw: Customer reported a non‑responsive MR7500 with power LED not lighting after plugging in the adapter. L1 confirmed the email address, resent a missing RMA email, and escalated without performing any troubleshooting or collecting product details.
• Why it escalated: The case lacked essential information (model, serial, warranty status) and no troubleshooting was attempted, forcing L2 to gather basics and determine next steps.
• What L2 did: L2 instructed the customer to contact TagBeta for hardware replacement after verifying the case details and confirming the need for a new unit.
• Current state: Resolved — customer directed to TagBeta for replacement.
• L1 learning points:

1. Always collect the product model, serial number, and warranty information before escalating hardware failures.

2. Perform basic troubleshooting (power-cycle, adapter check) for non‑responsive routers.

3. Document all collected details in the ticket to avoid repeating work during escalation.

Coach Appendix

• The week’s most significant trend is consistently low protocol adherence (score 1.0), primarily due to missing serial number collection, lack of case number reference, and incomplete troubleshooting documentation. Focus next week on structured call opening (model/serial capture) and closing (case documentation) to build a solid protocol foundation.
• No new quote evidence was available beyond what was already surfaced in the Technical Accuracy section. All transcript excerpts adhered to PII redaction rules.