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 | — |
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 |
|---|---|---|---|---|---|---|---|
| SPN | 1 | 34m 53s | 3.00 | 3.00 | 2.00 | 2.00 |
Key Observations
- SPN is one of the slowest families at 34m 53s.
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 |
Week-over-Week Movement
- Verify guest network settings during calls to ensure complete resolution.
- Double-check IP addresses provided to customers against KB guidance.
What Went Well
- Correct admin password reset guidance
You accurately guided the customer through a KB-compliant admin password reset using the recovery key, enabling them to regain access independently.
> "Correctly guided admin password reset using recovery key (KB-compliant)."
- Accurate password distinction
You clearly explained the difference between Wi‑Fi password and router admin password, preventing customer confusion.
> "Accurately explained difference between Wi‑Fi and admin passwords (KB-compliant explanation)."
Growth Opportunities
- Verify guest network settings during calls
The customer needed to modify guest network settings after the call but was left to self-service. Next time, confirm guest network configurations are correctly applied before closing to ensure full resolution.
> "Did not verify guest network settings were updated during call."
- Double-check IP addresses against KB guidance
An initial incorrect IP address was provided before correction. Always verify IP addresses against KB documentation before sharing them with customers.
> "Initial incorrect IP address ([REDACTED_PHONE]) - should have been [REDACTED_PHONE] per KB."
Next Week's Focus
- Confirm guest network settings during calls—don’t just enable access; verify the customer’s specific configuration (SSID, password, visibility) matches their intent.
- Create a quick IP address reference sheet for common router models to avoid on-the-fly lookup errors.
- Practice the “close-to-resolve” checklist: after solving the immediate issue, ask “Is there anything else you’d like to adjust today?” to catch secondary needs.
- Use positive reinforcement when customers self-service successfully—e.g., “Great job accessing the admin page; you’re all set to adjust your guest network now!”
Technical Accuracy
Improvement
No transcript quote available
Initial incorrect IP address ([REDACTED_PHONE]) provided—should have been [REDACTED_PHONE] per KB guidance. Always cross-check IP addresses against documentation before sharing.
Improvement
No transcript quote available
Guest network settings were not verified during the call, leaving the customer to self-service without confirmation. Next time, guide the customer through the exact guest network changes needed and confirm they’re applied correctly.
Strength
No transcript quote available
Correctly guided admin password reset using recovery key (KB-compliant procedure). This enabled the customer to regain access and make independent changes.
Coaching Moments
No additional coaching moments beyond those covered in Technical Accuracy and Growth Opportunities.
Escalation Lessons: What L2 Did
No escalations occurred this week. All cases were resolved at L1.
Coach Appendix
Highest-signal weekly trend: With only one call this week, the primary pattern is a significant reduction in handle time (-38m 17s) compared to last week’s workload of 4 calls. However, this came with slight dips in accuracy and communication scores. The key takeaway is that while efficiency improved, ensuring technical completeness (e.g., verifying guest network settings) and maintaining clear communication remain critical balance points for next week’s calls.
Recurring technical pattern: IP address verification and guest network configuration checks need consistent reinforcement. These were the only technical friction points this week and align with common customer issues in the ACCESS category.