akiko.ohashi@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MBE is the slowest family at 82m 39s; outlier: 1.9x weekly median handle time.
• MX is one of the slowest families at 54m 48s.

Problem Categories

Week-over-Week Movement

• Improve protocol adherence (avg 1.6) by collecting critical case data (model, serial, warranty) in every call.
• Diagnose root causes of technical issues rather than repeating failed actions.
• Provide accurate technical information and avoid misrepresenting product status.

What Went Well

Professional communication

Thank you for your business. This is Ohashi from Linksys Support. Thank you for your time.

#TE00127911

Technical guidance accuracy

On the back of the new router, there's the setup Wi-Fi name and password. Would it be okay if you took a photo of the Wi-Fi connection password?

#LTS00078107

Growth Opportunities

Protocol adherence

I apologize, but first we need to register your customer information at our technical support desk, so may I ask you a few questions?

#LTS00078107

Technical resolution

After you copy it, um

#TE00127911

Next Week's Focus

• Collect model, serial, and warranty info in every call — start every technical conversation with these basics.
• Diagnose root causes before repeating actions — if a troubleshooting step fails, pause to investigate why (e.g., browser issues, firmware bugs).
• Verify product status accurately — double-check model numbers and avoid claiming devices are end-of-life without confirmation.
• Use structured troubleshooting for SETUP calls — follow a consistent sequence: reset → pair → verify LEDs → test connectivity.

Technical Accuracy

Improvement

Agent provided factually incorrect technical information by claiming the device was end-of-life with no firmware updates, without model verification in call_id a6c588ea-5e9c-11f1-b9fe-42010a623f91.

#LTS00063868

Improvement

Agent did not collect product model, serial number, or warranty information in call_id eddc805a-5fda-11f1-ab49-42010a660053, critical for technical support.

#TE00127911

Improvement

Agent failed to diagnose root cause of UI freeze during MAP-E configuration in call_id eddc805a-5fda-11f1-ab49-42010a660053, repeating failed actions.

#TE00127911

Strength

Agent correctly identified model as WHW03 via physical description despite customer's inability to read the label in call_id fc6bcd96-5fea-11f1-ba02-42010a660053.

#LTS00078107

Coaching Moments

Strength

Thank you for contacting us. I apologize for the delayed response...

#LTS00078107

Improvement

Uh, 11M as in Mary, 33B as in Bravo, 1, 7, 2, 1, 9. Uh, true. Thank you.

#LTS00063868

Improvement

After you copy it, um

#TE00127911

Escalation Lessons: What L2 Did

#TE00127911 — Pending with Level 2

• What L1 saw: Customer unable to save MAP-E IPv6 settings; router UI hung on 'saving.'
• Why it escalated: Repeated failed attempts to save settings and no root cause diagnosis after 80+ minutes.
• Related call chain: This was a repeat contact after an earlier unresolved call (call_id eddc805a-5fda-11f1-ab49-42010a660053).
• What L2 did: Engineering team reviewed remote sessions, identified potential firmware/UI freeze, and requested additional diagnostics (browser type, firmware version).
• Current state: Pending engineering feedback.
• L1 learning points:

1. Collect model, serial, and firmware version upfront — essential for diagnosing UI/firmware issues.

2. Validate browser/environment before remote sessions — check for outdated browsers or extensions.

3. Document exact steps and errors — note UI behavior (e.g., 'hanging on saving') to help L2 replicate.

Coach Appendix

• Highest-signal weekly trend: Protocol adherence (avg 1.6) remains the biggest gap. Focus on collecting critical case data (model, serial, warranty) in every call to improve documentation and escalation quality.
• Recurring technical pattern: Repeated failed troubleshooting steps without root cause analysis, especially in SETUP and CONNECTIVITY cases. Prioritize diagnosing why a step fails before retrying.

This Week's Calls