jhonjobert.zambrano@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 | 36m 41s | MR9600 | SETUP | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 1.50 | 1 |
Based on 1 call reviewed. Score range: 1.0-4.0
Where Time Goes
Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| MR9600 | 1 | 36m 41s | 1.50 | 2.00 | 1.00 | 2.00 |
Key Pattern: The sole call involved an MR9600 router with a very long handle time (36 minutes) and low overall score (1.5). This highlights a critical need for more efficient troubleshooting approaches for this product category.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 36m 41s | 1.50 | 2.00 | 1.00 | 2.00 | ✓ |
SETUP Focus Area: The single SETUP call shows a pattern of extended handle times and low protocol scores. This suggests the agent needs to strengthen their approach to diagnostic workflows for setup issues, particularly for hardware faults.
Week-over-Week Movement
No prior-week comparison data available.
What Went Well
Despite the challenges in this week’s single call, there were a few positive elements to build upon:
- Professional greeting and acknowledgment
The agent began the call with a clear, polite welcome and appropriately acknowledged the customer's out-of-warranty status, setting a respectful tone for the interaction.
- Attempted clarification of device details
The agent asked clarifying questions about the customer's device description (e.g., "flat box vs. tower"), showing an effort to understand the customer's equipment.
Customer context from call:
"Yeah, so, I think my router took a crap. Well, it won't light up."
"I did all the troubleshooting steps through the app and it will not light back up or anything of that sort."
These moments demonstrate foundational communication skills that can be built upon with more structured troubleshooting.
Growth Opportunities
1. Perform systematic hardware troubleshooting before recommending paid support
Current pattern: The agent immediately suggested purchasing a new router and offered paid-out-of-warranty support without attempting any diagnostic steps for the reported hardware fault.
What good looks like:
- For reported hardware issues (e.g., router not lighting up), always perform at least these three quick checks first:
1. Power-cycle the device (unplug for 10 seconds, plug back in)
2. Verify power source (try a different outlet if possible)
3. Check indicator lights against the device’s LED guide
- Only after these basic steps fail should paid support or replacement be discussed.
Critical missed opportunity from call:
"So I did a simple unplug, wait a few seconds or so, plug it back in. It did its little flashing thing like it normally does. And then it went to a steady blue light. And still no internet."
The customer had already performed basic troubleshooting—the agent should have validated and extended these steps before escalating to paid options.
2. Verify exact model and create HappyFox cases for unresolved issues
Current pattern: The agent relied on the customer’s verbal description ("AMR 98 whatever") rather than confirming the exact model from the serial number, and did not create any case documentation despite a clear unresolved hardware fault.
What good looks like:
- Always confirm the exact product model using the serial number provided
- Create a HappyFox case for any unresolved issue, even if the customer declines immediate support—this ensures continuity and prevents repeat contacts
- Document all troubleshooting steps performed in the case notes
Missed documentation opportunity from call:
The customer provided a serial number (32L108Z001), but the agent never confirmed the exact MR9600 model or created any case, leaving the issue entirely undocumented.
Next Week's Focus
- Practice the 3-step hardware diagnostic: Before suggesting paid support, always run power-cycle, outlet check, and LED verification for any "device not powering on" report.
- Model confirmation habit: When a customer provides a serial number, look it up immediately to confirm the exact product model before proceeding with troubleshooting.
- Case creation discipline: For any unresolved issue—especially hardware faults—create a HappyFox case with clear notes on troubleshooting performed and next steps, even if the customer declines immediate action.
- Scripted escalation path: Develop a clear script for when paid support is necessary, ensuring the customer understands why free troubleshooting was exhausted first.
Technical Accuracy
Improvement
No troubleshooting performed for hardware fault
The agent skipped all basic diagnostic steps (reset, power-cycle, WAN check, LED interpretation) for a reported hardware fault and immediately offered paid support without verifying warranty status or attempting self-help resources. This violates standard protocol for hardware issues.
Improvement
Incomplete model verification and missing case documentation
Despite having the customer’s serial number (32L108Z001), the agent never confirmed the exact MR9600 model or created a HappyFox case for the unresolved hardware fault, violating case management protocol.
Coaching Moments
Strength
"Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues..."
The agent’s professional greeting set appropriate expectations and acknowledged warranty options, establishing a respectful framework for the interaction.
Improvement
"you've been using this router, sir? A year and these have the receipt, Received. I'm I see. A year, right? Um, do you have the serial number? [silence]"
While attempting clarification, the agent’s phrasing was hesitant and failed to actively guide the customer toward providing the serial number. A more direct approach ("I see you've had this for about a year—could you share the serial number printed on the back? It starts with 32L...") would have accelerated model verification.
Escalation Lessons: What L2 Did
No escalation cases were processed this week. The single call was not escalated, but the issues identified (lack of troubleshooting, missing case documentation) represent patterns that would typically require Level 2 intervention if repeated.
Coach Appendix
Highest-signal weekly trend: The sole call reveals a critical gap in hardware troubleshooting protocol—the agent bypassed basic diagnostic steps and skipped case documentation for a clear hardware fault. This pattern, if repeated, would lead to customer frustration, repeat contacts, and potential escalation.
Key coaching focus for next conversation: Reinforce the "troubleshoot-first" mindset with concrete examples of quick diagnostic steps for common hardware faults, and emphasize the non-negotiable requirement to create HappyFox cases for any unresolved issue. Role-play scenarios using the MR9600 LED guide and serial number lookup process would be valuable.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00072772 | 2026-05-27 14:37:19+00:00 | 1.5 | INBOUND | MR9600 | SETUP | ⚠ Closed incorrectly |