jeneth.villanil@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 | 1h 48m 11s | MX8500 | NO TROUBLESHOOTING NEEDED | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.00 | 1 |
Scores based on 1 call reviewed. Score range: lowest 2.00, highest 3.00.
Where Time Goes
Models Supported
Product model data is available for this week.
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| MX8500 | 1 | 1h 48m 11s | 3.00 | 2.00 | 2.00 | 3.00 |
Key Pattern: The single MX8500 call consumed substantial time (1h 48m 11s) and resulted in mid-range scores across all categories. This suggests the agent encountered significant challenges with this specific product that impacted both efficiency and effectiveness.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| NO TROUBLESHOOTING NEEDED | 1 | 1h 48m 11s | 3.00 | 2.00 | 2.00 | 3.00 | ✓ |
Focus Area Insights:
The "NO TROUBLESHOOTING NEEDED" category shows a clear pattern of extended handle times combined with lower accuracy and protocol scores. This indicates the agent may be struggling with cases that require more nuanced diagnosis or customer guidance beyond straightforward troubleshooting steps.
Week-over-Week Movement
No prior-week comparison data is available for this agent.
What Went Well
Acknowledging Customer Frustration
The agent demonstrated empathy by recognizing and validating the customer's frustration throughout the call. This helped maintain a constructive dialogue even when technical challenges arose.
"Okay, uh, this is Mr. Rob Davis. So you have the-you have the three nose of MX8500, uh, 8500. right? So all of your nodes has the same model, right?"
Guiding Through Reset Procedures
The agent correctly instructed the customer on performing factory resets using physical buttons, including practical suggestions like using a pin or paperclip.
"kindly unplug to that one then plug it in right next to the main node or atleast 2 to 3 feet apart from it... guided the customer through a factory reset (press and hold reset button)"
These moments show the agent's ability to provide clear, actionable guidance even in complex scenarios.
Growth Opportunities
Using Correct Pairing Methods for MX8500 Velop
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
What good looks like: For MX8500 Velop mesh systems, guide customers to use the web UI or mobile app for node pairing rather than physical button sequences. Verify the correct method based on the specific product model before proceeding with troubleshooting.
"Instructed the customer to perform a 5‑press pairing sequence on the main node."
Verifying Warranty and Account Information
The agent did not collect or verify critical information like warranty status, serial numbers, or admin credentials before proceeding with troubleshooting.
What good looks like: Always start technical calls by confirming warranty coverage, collecting serial numbers, and verifying account access. This ensures appropriate troubleshooting paths and avoids wasted time on unsupported actions.
"Failed to verify or collect warranty information or serial number... Did not confirm the customer's admin password or account access before proceeding."
Next Week's Focus
- Confirm product-specific procedures: Before guiding customers through any troubleshooting, verify the exact model and consult knowledge base articles for supported steps (especially for pairing/reset procedures).
- Establish baseline information: Systematically collect warranty status, serial numbers, and account credentials at the start of technical calls to ensure appropriate guidance and avoid unsupported actions.
- Use web UI/app for MX8500 pairing: For MX8500 Velop mesh systems, consistently direct customers to use the web interface or mobile app for node pairing rather than physical button sequences.
- Document and reference cases: Ensure all technical interactions result in proper case documentation to maintain continuity and enable escalation when needed.
Technical Accuracy
Improvement
Improvement
The agent failed to verify warranty status or collect serial number, which is critical for troubleshooting and follow-up.
Improvement
The call was closed with unresolved technical issue (nodes not joining mesh) and operational status marked as 'pending_resolution'.
Coaching Moments
Strength
The agent acknowledged the customer's frustration and attempted to guide through resets, maintaining a constructive dialogue.
"Okay, uh, this is Mr. Rob Davis. So you have the-you have the three nose of MX8500, uh, 8500. right? So all of your nodes has the same model, right?"
Strength
The agent used practical suggestions like a pin/paperclip for the reset button, showing attention to customer needs.
"um no sir we are not part of any other... this is the only..."
Escalation Lessons: What L2 Did
No escalation learning data was available for this week. All cases were handled at Level 1 without escalation.
Coach Appendix
Weekly Trend Summary: This was a single-call week focused on MX8500 Velop mesh connectivity issues. The primary challenge was applying incorrect troubleshooting methods (5-press pairing) for this specific product, leading to unresolved technical issues. Key coaching priorities for next week should focus on product-specific procedure verification and systematic information gathering before technical guidance.
Recurring Pattern: The agent needs to improve verification of product-specific troubleshooting steps and systematic data collection (warranty, serial numbers, account access) at the start of technical calls to prevent repeated issues with unsupported procedures and unresolved cases.