albertdominic.roa@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MR is one of the slowest families at 40m 34s.
• MX is one of the slowest families at 17m 58s.

Problem Categories

Week-over-Week Movement

• Improve protocol adherence, particularly in collecting required fields (e.g., serial number) and following correct troubleshooting procedures.
• Reduce operational inefficiencies such as excessive silence and filler speech during calls.
• Enhance re-engagement efforts during calls with no customer response to avoid premature disconnection.

What Went Well

• Accurate ticket verification and escalation

> "Okay. All done. I'll let me pull up the record. Okay. Um, yeah, um. How am I speaking with Jim Edwards? Okay. Thank you, Jim. Um, sir, uh, yeah, actually, you're"

#TE00132422

• Clear communication during escalation

> "your ticket has already been handled by the level two and um he actually tried to process a call back um but um he was routed to VM I think. Um okay Um Jim by the way sir yeah exactly. Um yeah yeah Jim. Um yeah by the way sir actually uh due to the volume of calls of the level two okay uh um that is why you've been routed to customer service department okay."

#TE00132422

Growth Opportunities

• Correct reset procedure guidance

> "Instructed manual reset (incorrectly described as 5-press method)"

#RR00013214

What better looks like: Use the correct reset method for each device (e.g., 10-second press for MR20EC) and verify LED behavior before proceeding.

• Operational efficiency and protocol adherence

> "Failed to collect serial number, a required field for warranty and case tracking. Excessive silence and filler speech between [22:00–25:00] reduced call efficiency."

#RR00013214

What better looks like: Collect all required fields upfront, minimize filler speech, and structure calls to keep them concise and focused.

Next Week's Focus

• Practice the correct reset procedures for different device families and confirm LED states before moving forward.
• Always collect serial numbers and other required fields at the start of the call.
• Reduce silence and filler speech by using concise language and active listening.
• Develop a quick re-engagement script for calls with no customer response to avoid premature disconnection.

Technical Accuracy

• Improvement

> Incorrectly instructed 5-press reset method on MR20EC, which is not supported. Correct method is 10-second press of reset button.

#RR00013214

• Improvement

> Failed to collect serial number during MR20EC setup call, a required field for warranty validation and case documentation.

#RR00013214

• Improvement

> Call ended prematurely with no customer response after minimal effort to re-engage, missing opportunity to gather device details or provide troubleshooting guidance.

#TE00131245

• Strength

> Accurately verified ticket number TE00132422 and confirmed customer contact details for callback, ensuring proper escalation to Level 2 support.

#TE00132422

Coaching Moments

• Improvement

> "None – call ended due to no customer response."

Note: Call ended prematurely with no customer response after minimal effort to re-engage, missing opportunity to gather device details or provide troubleshooting guidance.

#TE00131245

Escalation Lessons: What L2 Did

#TE00131245 — Pending with Level 2

• What L1 saw: MX8500 child node disconnected, blinking red light. L1 attempted reset and provided email for logs but customer did not respond.
• Why it escalated: Customer returned reporting ongoing issue; L1 could not complete initial troubleshooting due to no response.
• Related call chain: This was a follow-up to an earlier call where L1 attempted reset and provided log collection steps. Customer did not respond, leading to escalation.
• What L2 did: L2 reviewed the case, attempted to replicate the issue using provided information, and requested additional firmware isolation steps. They coordinated with the customer for further testing and possible replacement.
• Current state: Pending customer response for firmware isolation and further testing.
• L1 learning points:

- Always confirm customer’s ability to perform steps before ending the call; use a clear, timed re-engagement plan.

- Document all steps provided and request confirmation or feedback from the customer.

- For mesh issues, ensure proper LED interpretation and consider environmental factors (e.g., power, placement).

#TE00132422 — Resolved by Level 2

• What L1 saw: Customer unable to add new MX6200 node to existing mesh network. L1 collected basic info and escalated due to inability to proceed.
• Why it escalated: L1 was unable to add the node despite basic troubleshooting and needed advanced mesh pairing investigation.
• Related call chain: This was a follow-up call after initial escalation; L1 verified ticket details and ensured proper callback arrangement.
• What L2 did: L2 reviewed the case, performed advanced troubleshooting on the mesh network, and successfully added the node. They provided detailed steps and confirmed resolution.
• Current state: Resolved; node added and network functional.
• L1 learning points:

- For mesh setup, verify node compatibility and network topology before escalating.

- Document all troubleshooting steps and outcomes clearly to aid L2 support.

- Ensure proper escalation with all necessary details and customer contact information.

Coach Appendix

• The week’s highest-signal trend is improved accuracy and overall scores, but protocol adherence and operational efficiency remain areas for growth. Focus on collecting required fields, using correct troubleshooting steps, and reducing call silences. The escalation cases highlight the importance of thorough documentation and clear customer communication to enable effective L2 support.

This Week's Calls