donna.dubduban@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Based on 1 call reviewed. Score range: lowest 2, highest 3.

Where Time Goes

Models Supported

Product model data is available for this week.

Key Pattern: The sole call involved an MR5500 router with connectivity issues, resulting in a lengthy 12-minute handle time. While the agent correctly identified the model, the combined time/score pattern shows room for improvement in troubleshooting depth and communication clarity.

Problem Categories

No categories require deeper drill-down this week.

Week-over-Week Movement

Comparison Note: This is the first week of data available for direct week-over-week comparison. Prior week had 3 calls versus this week's 1 call, but score and handle-time deltas cannot be calculated due to insufficient data points.

What Went Well

Correct model identification

The agent accurately identified the customer's MR5500 router, which is essential for targeted troubleshooting.

Correctly identified the router model (MR5500).

#LTS00130830

Growth Opportunities

Complete key diagnostic steps before escalating

The agent confirmed cable connections and performed a reset but missed critical diagnostic steps like verifying WAN port speed and router configuration via the web UI. These checks could have determined if the issue was software-related or required hardware replacement.

Failed to verify WAN port speed or router configuration via the web UI.

#LTS00130830

Next step: Always check WAN port speed and router settings via the web UI before advising hardware replacement. This ensures you're not overlooking simple configuration fixes.

Verify warranty details and provide clear guidance

The agent advised contacting the retailer for replacement without confirming warranty coverage or collecting necessary details like serial number. This created confusion about the retailer name (iPad vs. iPod) and left the customer uncertain about the process.

Did not collect serial number or confirm warranty coverage. Confused retailer name (iPad/iPod) and gave unclear guidance on replacement process.

#LTS00130830

Next step: Before directing customers to retailers, confirm warranty eligibility using the serial number, clarify the exact retailer name, and provide step-by-step replacement instructions.

Next Week's Focus

• Add WAN port speed verification to your standard connectivity troubleshooting flow for MR5500 and similar models.
• Collect serial numbers proactively when warranty replacement is a potential outcome, and confirm coverage before advising customers.
• Reduce filler language and silences by preparing concise next-step scripts for common scenarios.
• Practice active listening to identify customer confusion early and clarify instructions immediately.

Technical Accuracy

Improvement

Agent did not verify WAN port speed or router configuration via the web UI, missing a key diagnostic step.

#LTS00130830

Note: Verifying WAN port speed and router settings via the web UI is a critical first step for connectivity issues on MR5500 devices. This helps distinguish between cable issues, port problems, and configuration errors.

Improvement

Agent did not confirm warranty coverage or serial number, leading to unclear guidance on replacement process.

#LTS00130830

Note: Always collect the serial number and verify warranty status before advising customers to contact retailers. This prevents misdirected efforts and ensures eligible customers receive proper support.

Improvement

Call contained long silences, filler language, and limited empathy, reducing communication quality.

#LTS00130830

Note: Clear, empathetic communication builds trust. Use structured phrases to maintain flow and show understanding of the customer's frustration.

No dedicated technical accuracy signals were extracted beyond these improvement areas this week.

Coaching Moments

Strength

Correctly identified the router model (MR5500).

#LTS00130830

Note: Accurate product identification is the foundation for effective troubleshooting. Keep this habit as you encounter new devices.

Escalation Lessons: What L2 Did

No escalation cases were encountered this week. The single call was resolved via self-help guidance without escalation.

Coach Appendix

Highest-signal weekly trend: The sole call demonstrates a pattern where critical diagnostic steps (WAN port speed check, warranty verification) were omitted despite correct initial product identification. This suggests a need to reinforce systematic troubleshooting and documentation habits, particularly for connectivity issues on MR5500 devices.

Recurring pattern to address: The combination of incomplete diagnostics and unclear customer guidance created a situation where the customer needed follow-up. Next coaching should focus on building a repeatable checklist for connectivity cases that includes: 1) WAN port speed verification, 2) warranty/serial number collection when replacement is possible, and 3) clear, step-by-step instructions for next actions.

This Week's Calls