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 | 108m 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 |
Based on 1 call reviewed. Score range: 2.0 to 3.0.
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 |
The MX product family dominates this week's handling time with an average of 108m 11s per call. While the overall score is moderate (3.0), accuracy and protocol scores are lower (2.0 each), suggesting opportunities to strengthen troubleshooting precision and process adherence for MX devices.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| NO TROUBLESHOOTING NEEDED | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 |
The "NO TROUBLESHOOTING NEEDED" category shows extended handle times and lower accuracy/protocol scores. This pattern suggests the agent may be attempting complex troubleshooting when simpler verification steps could resolve the issue faster.
Week-over-Week Movement
Average handle time moved up by 91m 54s compared to the prior week. This significant increase suggests opportunities to streamline troubleshooting approaches and reduce unnecessary steps in call handling.
What Went Well
- Empathetic engagement with frustrated customers
The agent acknowledged the customer's frustration and attempted to guide through resets, maintaining a calm and supportive tone even when facing technical challenges.
- Practical guidance on hardware access
> "Agent used a pin/paperclip suggestion for the reset button."
This concrete, actionable advice helped the customer access critical troubleshooting steps.
Growth Opportunities
- Verify warranty and collect serial numbers before technical steps
> "Agent did not verify or collect warranty information or serial number before proceeding with troubleshooting."
Next step: Always confirm warranty status and gather serial numbers upfront. This ensures appropriate troubleshooting paths and avoids wasted time on unsupported actions.
- Use model-specific 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.
Next step: For MX8500 Velop mesh setups, guide customers to use the web UI or mobile app for node pairing rather than physical button sequences. Reference KB articles specific to MX8500 pairing procedures.
Next Week's Focus
- Start every MX mesh call by verifying warranty and collecting serial numbers before proceeding with any troubleshooting.
- Consult MX8500-specific pairing KB articles before instructing customers on adding child nodes.
- When guiding resets, confirm the exact model and version to ensure instructions match the device's capabilities.
- Practice concise problem validation—ask targeted questions to confirm whether the issue is truly "no troubleshooting needed" before diving into complex steps.
Technical Accuracy
Improvement
Link: #LTS00067263
Improvement
Agent did not verify warranty status or serial number before proceeding with troubleshooting, missing key diagnostic steps.
Link: #LTS00067263
Coaching Moments
Strength
"Agent acknowledged the customer's frustration and attempted to guide through resets."
Note: Maintaining composure and offering clear direction helps de-escalate frustrated customers, even when technical resolution isn't immediately achievable.
Strength
"Agent used a pin/paperclip suggestion for the reset button."
Note: Providing specific, actionable hardware guidance empowers customers to perform critical steps independently.
Escalation Lessons: What L2 Did
No escalation cases were processed this week. All cases were handled at L1 with documentation.
Coach Appendix
Key weekly trend: The single call this week highlights a critical pattern—extended handle times for MX mesh issues combined with lower accuracy scores. The root cause appears to be using generic troubleshooting methods (like the 5-press pairing) on MX8500 devices, which require model-specific approaches. Next coaching should emphasize warranty/serial number verification as a mandatory first step for all MX product calls, and reinforce model-specific pairing procedures for MX8500 Velop devices.
Quote governance compliance: All evidence presented adheres to PII redaction rules; no transcript quotes were invented or modified.