john.pagurayan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Based on 3 calls reviewed. Score range: 1.5 (lowest) to 3.4 (highest).

Where Time Goes

Models Supported

Key patterns: The MX6200 call consumed significantly more time (over 110 minutes) due to complex mesh troubleshooting and unauthorized remote access attempts. The EA6350 call was the shortest but also had the lowest scores, indicating incomplete troubleshooting for an access issue.

Problem Categories

ACCESS category needs focus: The single ACCESS call had the lowest overall score (1.5) and shortest handle time, suggesting incomplete troubleshooting despite quick closure. This pattern indicates a need for deeper diagnostic habits when customers report inability to access routers.

Week-over-Week Movement

No prior-week comparison data available for this agent.

What Went Well

1. Effective troubleshooting for connectivity issues

You successfully resolved a connectivity issue by performing a sequential power-cycle of modem then router, which restored service. This methodical approach validated the root cause and delivered clear results for the customer.

> Performed sequential power-cycle of modem then router, which resolved the issue.

#LTS00131145

1. Customer information collection

You consistently gathered full customer details (name, phone, email, model, serial) early in calls, creating a solid foundation for accurate troubleshooting and documentation. This proactive data collection reduced back-and-forth and improved efficiency.

> Collected full customer information (name, phone, email, model, serial) early in the call.

#LTS00131145

Growth Opportunities

1. Premature paid support introduction

In some cases, paid support was mentioned before attempting basic troubleshooting steps, which can create friction with customers facing solvable issues. What good looks like: Offer at least two verified troubleshooting steps (e.g., power-cycle, cable check) before introducing paid support options, unless the customer explicitly requests it or the issue clearly falls outside standard support scope.

> Introduced paid support before attempting any troubleshooting, despite the issue likely being resolvable with basic steps.

#LTS00131145

1. Complete troubleshooting and closure validation

Some calls ended without fully verifying solutions or collecting critical information like product model numbers. What good looks like: Always confirm the product model, run through a minimum troubleshooting sequence (reset, cable check, power-cycle), and validate resolution with the customer before closing. Document next steps clearly when follow-up is needed.

> Failed to collect product model number, incorrectly declared the device out of warranty without verification, and provided only minimal troubleshooting.

#LTS00113870

Next Week's Focus

• Practice the "two-step troubleshooting" habit: For any connectivity issue, always attempt a power-cycle and cable check before discussing paid support options.
• Standardize model/serial collection: Make gathering product details your first action on every call - add it to your opening script.
• Use approved remote tools: If remote access is needed, use only Linksys-approved methods rather than third-party platforms.
• Build closure checklists: Create a quick mental checklist (model collected? → basic steps tried? → resolution confirmed?) to ensure no call closes prematurely.

Technical Accuracy

Improvement Failed to collect product model number, a critical omission for any technical support call.

#LTS00113870

Improvement Incorrectly declared the device out of warranty without verification and prematurely escalated to paid support.

#LTS00113870

Improvement Used non-standard remote access (Zoho) instead of approved Linksys remote tools.

#LTS00073069

Strength Performed correct sequential power-cycle (modem first, then router) which resolved the issue.

#LTS00131145

Coaching Moments

Strength Effective empathy and de-escalation

Showed genuine empathy regarding the customer's limited income and health situation, de-escalating tension.

#LTS00131145

Improvement Excessive time on non-critical details

Spent excessive time (approx. 5 minutes) asking about cable colors and port numbers that were not essential to the fix.

#LTS00131145

Improvement Long silent hold without explanation

Allowed a 3-minute silent hold without explanation or reassurance, violating communication best practices.

#LTS00131145

Escalation Lessons: What L2 Did

No escalation cases to review this week. All support cases were resolved at L1 with no handoffs to Level 2 engineering.

Coach Appendix

Highest-signal weekly trend: Protocol adherence needs immediate focus (week average 1.67/4). The EA6350 ACCESS call demonstrates how skipping basic troubleshooting (model collection, warranty check, systematic diagnostics) leads to low scores and unresolved issues. The MX6200 case shows how unauthorized tools and premature paid support offers create inefficiency even when eventual resolution occurs.

Recurring pattern to address: Incomplete initial triage before closure. All three calls either skipped critical information collection (model/serial) or introduced paid support too early. Next coaching should emphasize the "two-step troubleshooting" habit and closure validation checklist.

This Week's Calls