donna.dubduban@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 | 12m 39s | MR5500 | CONNECTIVITY | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 3.00 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MR | 1 | 12m 39s | 3.00 | 3.00 | 2.00 | 2.00 |
Key Observations
- MR is one of the slowest families at 12m 39s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 12m 39s | 3.00 | 3.00 | 2.00 | 2.00 |
Week-over-Week Movement
- Improve troubleshooting completeness (e.g., verify WAN port speed, router settings).
- Clarify warranty and replacement guidance to avoid customer confusion.
What Went Well
Correct product identification
All right. So, yeah I'm calling regarding with the ticket that's actually escalated for department regarding with your Linksys router, the model number which is the MR5500.
The agent accurately identified the MR5500 model early in the interaction, establishing clear product context for effective troubleshooting.
Growth Opportunities
Incomplete troubleshooting
The current approach relied on previous technician steps without verifying current router configuration or WAN port speed. Good looks like: Systematically checking WAN port speed through the router's web UI, reviewing firmware version, and confirming admin settings before concluding diagnostics. This adds 2-3 minutes but prevents misdiagnosis and unnecessary escalations.
Unverified warranty and unclear guidance
Warranty coverage was never confirmed, and retailer guidance was confusing (mixing "iPad" and "iPod" references). Good looks like: Always collect serial number, verify warranty status through Linksys portal, and provide crystal-clear retailer contact details with exact product model and issue description. This builds trust and reduces customer follow-up calls.
Next Week's Focus
- Add WAN port speed verification to the standard connectivity troubleshooting script for MR series routers.
- Create a warranty-check checklist (serial number, purchase date, retailer name) to complete before discussing replacements.
- Practice concise retailer guidance using templated language: "Please contact [Retailer Name] with your MR5500 serial number [XYZ] and mention the gigabit speed issue."
- Incorporate brief empathy checkpoints after technical explanations to ensure customer understanding.
Technical Accuracy
Improvement
Agent failed to verify WAN port speed or router configuration via the web UI, missing a key diagnostic step.
Improvement
Agent did not collect serial number or confirm warranty coverage, leading to unclear guidance on replacement process.
Coach Appendix
Highest-signal trend: The agent resolved the connectivity issue but spent excessive time on hold/filler language while missing critical diagnostic steps. Focus next week on integrating WAN port speed checks and warranty verification into the early troubleshooting flow will reduce handle time while maintaining resolution quality. Current communication gaps (protocol 2.00, communication 2.00) stem from over-reliance on previous notes rather than live system verification.