alvin.edio@concentrix.com — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 2 | 16m 25s | MR9000 | CONNECTIVITY | 2 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.50 | 2 |
| Overall | 1.95 | 2 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MR | 1 | 22m 24s | 2.10 | 2.00 | 2.00 | 3.00 |
Key Observations
- MR is one of the slowest families at 22m 24s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 22m 24s | 2.10 | 2.00 | 2.00 | 3.00 | ✓ |
| ACCESS | 1 | 10m 26s | 1.80 | 2.00 | 1.00 | 2.00 | ✓ |
Week-over-Week Movement
- Improve technical accuracy by following documented procedures.
- Adhere to protocol by collecting product details and verifying warranty status.
- Ensure proper case documentation and follow-up.
What Went Well
- Polite and professional tone
Maintained courteous engagement even when facing complex issues.
> Hi, thank you for calling Linksys. This is G. How can I help you today?
> I see. Right. Now, Roger, let me, let me assist you with this concern.
- Effective information gathering
Consistently collected critical customer details to enable follow-up.
> May I have your phone number in case we get disconnected?
> Mhm. Mhm. I'm sorry, 074...
- Leveraging diagnostic indicators
Used observable device behavior (LED changes) to guide troubleshooting.
> Agent observed the LED change from red to bluish-green and used it as a diagnostic indicator.
Growth Opportunities
- Technical accuracy and protocol adherence
What better looks like: Confirm device model and warranty status before troubleshooting, use documented recovery procedures, and verify fixes before closing.
> Applied incorrect 5-press reset method for range extender, which is not applicable per KB.
> Did not confirm router model or admin password before troubleshooting login.
- Case documentation and follow-up
What better looks like: Always create a HappyFox case, document all steps taken, and set clear next steps with the customer.
> Did not establish or document a HappyFox case for the extender issue.
> Failed to verify that the password worked or that internet connectivity was restored after reset.
Next Week's Focus
- Verify device details first: Always collect model, serial number, and warranty status before suggesting any troubleshooting.
- Follow documented procedures: Use KB-approved steps for password recovery and resets rather than ad-hoc methods.
- Confirm resolution: After guiding a customer through steps, verify the issue is actually fixed before closing the call.
- Document every call: Ensure every interaction results in a HappyFox case with clear notes and next steps.
Technical Accuracy
Improvement
Applied incorrect 5-press reset method for range extender, which is not applicable per KB guidance.
Note: The 5-press reset method is invalid for range extenders. Always confirm device family before recommending resets. Use the proper hard-reset procedure for extenders.
Improvement
Failed to use documented password-recovery procedure for Linksys app login issue. Provided vague guidance instead of concrete troubleshooting steps.
Note: For app login issues, follow the LinksysNOW KB password-recovery workflow: verify router admin password, use the five-digit recovery key, and guide through app re-pairing.
Improvement
Did not collect product model/serial number or verify warranty status for extender issue, violating core protocol.
Note: Protocol requires model/serial collection upfront to determine warranty coverage, supported features, and appropriate troubleshooting paths.
Coaching Moments
Improvement
Several. I have the, uh, recovery key, but you want the serial number, right? Okay, so the C array is 5 9 n 1 0 M 2 A E 0 8 2 9 2.
Note: While the agent collected the serial number, they failed to use it effectively to verify router status or guide app login troubleshooting. Next time, use the serial to check device specifications and warranty status before proceeding.
Improvement
I see. Right. Now, Roger, let me, let me assist you with this concern. And just to confirm. Sir, this device that you have, or this expander that you have. Is it your first time setting it up or is it...
Note: The agent began to ask about setup history but didn't complete the protocol checklist (model, serial, warranty). Always finish the full device identification sequence before diving into troubleshooting.
Escalation Lessons: What L2 Did
No escalated cases were identified this week. All issues were managed at Level 1, though two unresolved cases required follow-up. The primary technical gaps (incorrect reset procedure, missing device verification) are opportunities to prevent future escalations.
Coach Appendix
Key weekly trend: Accuracy and protocol scores dropped significantly from last week, primarily due to skipping foundational steps (device verification, warranty checks) and using unsupported troubleshooting methods. While communication remained respectful, the lack of technical precision and documentation created unresolved cases. Focus next week should be on rebuilding accuracy through disciplined protocol adherence—collecting model/serial upfront, following KB procedures exactly, and confirming resolution before closure.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00060212 | 2026-06-01 09:58:31+00:00 | 2.1 | INBOUND | MR9000 | CONNECTIVITY | ↻ Callback set |
| #GI00123015 | 2026-06-01 15:37:20+00:00 | 1.8 | INBOUND | ACCESS | ⏳ Pending |