josephmycko.balindres@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 | 8m 52s | MX2000 | SETUP | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.00 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 |
Key Observations
- MX is one of the slowest families at 8m 52s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 | ✓ |
Week-over-Week Movement
- Improve accuracy in LED interpretation and model number collection.
- Ensure proper documentation of cases and customer details.
What Went Well
- Polite and patient communication
> Welcome to linksy support. To ensure quality service, your, or may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.link Sys.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty product, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty...
- Clear troubleshooting instruction
> all right so right now the light of the child node that you wanted to connect is green okay so that means that it's ready for setup
The agent provided a structured next step and guided the customer through the process, which helped move the call toward resolution.