jane.reambonanza@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 | 34m 53s | SPNM60CF | ACCESS | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 3.00 | 1 |
1 calls reviewed. Score range: lowest 3, highest 3.
Where Time Goes
#### Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| SPNM60CF | 1 | 34m 53s | 3.00 | 3.00 | 2.00 | 2.00 |
The sole call this week involved the SPNM60CF router and took 34m 53s. While the overall score was acceptable (3/4), protocol and communication scores were lower (2/4 each), suggesting opportunities to streamline guidance and enhance clarity for this model.
#### Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| ACCESS | 1 | 34m 53s | 3.00 | 3.00 | 2.00 | 2.00 |
The ACCESS category (router login and configuration) dominated this week’s workload. The lower protocol and communication scores indicate a need to verify guest network settings before closing calls and to ensure IP address guidance aligns with KB standards.
Week-over-Week Movement
No prior-week comparison exists.
What Went Well
- Correct admin password reset guidance
The agent correctly guided the customer through resetting the admin password using the recovery key, following KB-compliant steps.
- Accurate password distinction
The agent clearly explained the difference between the Wi‑Fi password and the router admin password, which helped the customer understand next steps.
Growth Opportunities
- Ensure correct IP address guidance
The agent initially provided an incorrect IP address for the router admin page. Good looks like verifying the correct IP against KB before sharing it with the customer, and correcting any mistakes promptly.
- Verify guest network settings before closure
The call closed without confirming that the customer had successfully updated the guest network settings. Good looks like asking the customer to confirm the guest network name and password after they log in, ensuring the issue is fully resolved before ending the call.
Next Week's Focus
- Double-check the correct router admin IP address against KB before giving it to any customer.
- After guiding a password reset, always ask the customer to verify that they can now access the admin page and successfully change the required settings.
- When guest network issues are reported, confirm the changes were applied before closing the call.
- Review KB articles for common ACCESS issues to build confidence in troubleshooting steps.
Technical Accuracy
- Improvement
Initial incorrect IP address ([REDACTED_PHONE]) provided – should have been [REDACTED_PHONE] per KB guidance.
- Improvement
Guest network settings were not verified or updated during the call, leaving the customer to self-service.
- Strength
Correctly guided admin password reset using recovery key (KB-compliant procedure).
Coaching Moments
No additional coaching moments beyond those highlighted in Technical Accuracy.
Escalation Lessons: What L2 Did
No escalations occurred this week.
Coach Appendix
- Highest-signal weekly trend: The single call involved ACCESS issues on the SPNM60CF router, with a focus on admin password reset and guest network configuration. Key learning points center on verifying IP address accuracy and confirming guest network settings before call closure.
- Recurring pattern to monitor: Ensuring KB-compliant IP address guidance and post-reset verification of customer-configured settings. These steps will help prevent repeat contacts for the same issue.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00117838 | 2026-05-26 19:21:02+00:00 | 3 | INBOUND | SPNM60CF | ACCESS | ✓ Likely resolved |