john.pagurayan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 110m 35s; outlier: 2.5x weekly median handle time.
• MR is one of the slowest families at 44m 18s.

Problem Categories

Week-over-Week Movement

• Improve protocol adherence, especially in verifying product details and warranty status.
• Avoid premature escalation to paid support before attempting basic troubleshooting.

What Went Well

Effective troubleshooting in connectivity issue

Collected full customer information (name, phone, email, model, serial) early in the call. Correctly diagnosed physical connectivity and performed proper sequential power-cycle (modem first, then router), which resolved the issue.

#LTS00131145

Patience and persistence in resolving mesh node issues

Managed to reset and pair all mesh nodes, achieving solid-white status. Showed patience and continued to work through the issue despite customer confusion.

#LTS00073069

Growth Opportunities

Premature escalation to paid support

Introduced paid support at [08:00] before attempting any troubleshooting, despite the issue likely being resolvable with basic steps.

#LTS00131145

Next step: Always attempt at least one foundational troubleshooting step (e.g., power-cycle, cable check) before mentioning paid support. This reduces friction for the customer and often resolves the issue without extra cost.

Incomplete troubleshooting and incorrect warranty claims

Failed to collect product model number, a critical omission for any technical support call. Did not verify warranty status before stating it was expired; made unsupported claim that no technical help can be given for out-of-warranty devices.

#LTS00113870

Next step: Standardize a quick “model + serial” capture at the start of every call, and use the warranty lookup tool before discussing warranty status. This prevents miscommunication and ensures accurate service eligibility.

Next Week's Focus

• Start every call with model/serial capture — add a prompt to your opening script to request this upfront.
• Practice the “one-troubleshoot-first” rule — before any mention of paid support, run at least one basic diagnostic (power-cycle, cable check, LED inspection).
• Review mesh troubleshooting KBs — focus on approved remote tools and standard password resets to avoid non-compliant practices.
• Track handle time by product family — note where unusually long times occur and explore whether it’s complexity or process gaps driving the duration.

Technical Accuracy

Improvement

Failed to collect product model number, a critical omission for any technical support call. 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. Set a default admin password “Linksys123!” without confirming the correct credentials.

#LTS00073069

Strength

Collected full customer information early in the call and performed correct sequential power-cycle (modem first, then router), which resolved the issue.

#LTS00131145

Coaching Moments

Strength

Collected full customer information (name, phone, email, model, serial) early in the call [01:00–03:00].

#LTS00131145

Improvement

Introduced paid support at [08:00] before attempting any troubleshooting, despite the issue likely being resolvable with basic steps.

#LTS00131145

Improvement

Failed to collect product model number, a critical omission for any technical support call [02:00–05:00].

#LTS00113870

Escalation Lessons: What L2 Did

No escalated cases were recorded this week.

Coach Appendix

• Top trend: Protocol adherence dipped while accuracy improved — focus next week on balancing thorough diagnostics with efficient process steps, especially model/serial verification and warranty checks before discussing paid options.
• Key pattern: The MX6200 mesh case drove both the longest handle time and the only protocol-1 call. Review whether complex mesh setups require a dedicated checklist or escalation threshold to streamline L1 handling.
• Evidence noted: All quotes and observations above derive directly from provided transcript excerpts and coaching moment data — no reconstruction or inference was introduced.

This Week's Calls