albertdominic.roa@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the range of performance observed across 8 calls reviewed. The agent’s overall score averaged 2.41 (lowest: 1.00, highest: 4.20).

Where Time Goes

Models Supported

Key Observations

• WHW03 took significantly longer (94m 19s) due to complex mesh troubleshooting.
• MX4200 calls averaged 23m 13s with mixed scores, indicating room for efficiency gains.

Problem Categories

Focus Areas

• CONNECTIVITY: Long handle times and low protocol scores suggest missed opportunities for KB-guided self-help or quicker triage.
• SETUP: Low overall and accuracy scores highlight needs for clearer account-verification steps and reduced premature escalations.

Week-over-Week Movement

• Call Volume: Increased from 2 calls last week to 8 this week.
• No prior-week score or handle-time deltas were available for comparison.

What Went Well

Strength: Email Delivery Resolution

Evidence: Persisted until email delivery was confirmed.

Call: #RR00098345

“You data, you should receive it any minute now. Yes, I actually got it correctly. Uh, but let me just, um, spell it out, right back to you, okay?”

Strength: Technical Troubleshooting Guidance

Evidence: Successfully guided customer through 5-press pairing method, which is valid for WHW03 mesh recovery.

Call: #LTS00131508

“Let me just create a record for this. May I ask the model number and serial number of your parent node? What’s the color of the light of the Parent Node mode?”

Growth Opportunities

Improvement: Verify Account Changes Before Confirmation

Evidence: Falsely claimed the email change was already completed without system verification or customer confirmation, leading to unresolved login issues.

Call: #TE00122564

Next Step: Always confirm account changes in the system and validate with the customer before closing. Example:

- “I’ll check the system now—one moment. [Pauses] I see the email address has been updated to [REDACTED]. Can you confirm this is correct?”

Improvement: Perform Basic Troubleshooting Before Escalation

Evidence: No troubleshooting steps offered for a red-light mesh node—KB clearly indicates red LED requires action (e.g., reset, reposition, or re-pair).

Call: #TE00059604

Next Step: Always attempt KB-recommended steps (reset, power cycle, LED interpretation) before escalating. Example:

- “Let’s try a factory reset: hold the reset button for 20 seconds, then wait for the node to reboot. If the LED remains red, we’ll escalate.”

Next Week's Focus

1. Double-Check Account Updates

- Verify all account changes (email, password) in the system and with the customer before closing.

1. KB-First Troubleshooting

- For red-light nodes, start with a factory reset and LED-guided steps before escalating.

1. Clear Escalation Criteria

- Only escalate after attempting at least two basic troubleshooting steps and documenting results.

1. Active Listening in SETUP Calls

- Ask clarifying questions (model, serial, symptom timeline) early to avoid misdiagnosis.

Technical Accuracy

Improvement

Agent falsely claimed the email change was completed without verification, leading to customer confusion and unresolved login issues.

Call: #TE00122564

Improvement

Agent failed to perform basic troubleshooting for a red-light mesh node, missing critical steps outlined in the KB.

Call: #TE00059604

Improvement

Agent provided an invalid and fabricated IP address, leading to customer confusion and no resolution.

Call: #LTS00090234

Strength

Correctly guided the customer through the 5-press pairing method for WHW03 mesh recovery, aligning with KB guidance.

Call: #LTS00131508

Escalation Lessons: What L2 Did

#TE00122564 — Resolved by Level 2

• What L1 Saw: Customer requested email change on Linksys account; L1 falsely claimed it was already completed.
• Why It Escalated: L1 provided misleading information without verification, leaving login issues unresolved.
• What L2 Did: Verified the email change in the system, guided the customer through password reset, and confirmed successful login.
• L1 Learning Points:

1. Always verify account changes in the system before confirming to the customer.

2. Never assume changes are complete—validate with the customer and document steps taken.

#TE00130897 — Resolved by Level 2

• What L1 Saw: Customer couldn’t access router after enabling bridge mode; solid purple LED.
• Why It Escalated: L1 skipped basic troubleshooting (reset, access methods) and escalated prematurely.
• What L2 Did: Performed advanced diagnostics, reconfigured the router, and restored connectivity.
• L1 Learning Points:

1. Attempt a factory reset before escalation for unresponsive routers.

2. Guide customers through access methods (myrouter.local, [REDACTED_PHONE]) before escalating.

Coach Appendix

Weekly Trend: High escalation rate (6 of 8 calls) driven by incomplete troubleshooting and account-verification gaps. Key Focus: Build confidence in basic troubleshooting and system validation to reduce escalations.

Recurring Pattern: Premature escalation in CONNECTIVITY and SETUP categories after minimal triage. Action: Use KB checklists for red-light nodes and account changes to ensure thorough first-contact resolution.

This Week's Calls