analou.mahinay@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• OTHER is one of the slowest families at 53m 14s.

Problem Categories

Week-over-Week Movement

• Improve protocol adherence and case documentation.
• Enhance technical accuracy and device verification.
• Reduce unexplained hold times and improve call efficiency.

What Went Well

Empathy and acknowledgment

Um, Dwayne, I hope we can do that right right now, okay? Because I'm going to capture um some network logs if ever that arises. Is that okay?

— #LTS00024595

You consistently asked permission before proceeding and acknowledged the customer’s time, which helped keep the conversation collaborative.

Systematic troubleshooting

Perfect. Okay. Now, before you connect that computer, sir, uh, is that going to be a desktop or a laptop? Uh, well, we can, um, do you have a Mac computer, or a Windows 11, Windows 10? Okay, we're going to start with that, okay? Um, is, this is a desktop, right? Or Mac uh, laptop? Desktop, okay.

— #LTS00024595

You methodically isolated the issue by removing wired devices one by one, which eventually identified the Sonos device as the likely culprit.

Growth Opportunities

Protocol adherence and case documentation

You have an MBE 7000.

— #LTS00024595

What good looks like:

• Always collect the serial number (and verify warranty status) before proceeding with any troubleshooting or escalation.
• Create and cite a HappyFox case number during the call, especially for escalations or when a follow‑up is required.
• Document all steps taken, outcomes, and next actions in the case notes.

Technical accuracy and device verification

And the device is an M97 Harry iPhone.

— #LTS00024595

What good looks like:

• Verify the exact product model with the customer before stating it, and never assume or fabricate device information.
• Cross‑check product names against Linksys’ valid model list; if unsure, admit uncertainty and confirm.
• Avoid mixing up product families (e.g., do not refer to a router as a phone or vice‑versa).

Next Week's Focus

• Collect serial numbers and warranty status on every call before proceeding—this is the foundation for accurate troubleshooting and escalation.
• Create a HappyFox case for any call that requires follow‑up, callback, or escalation, and share the case number with the customer.
• Reduce hold times by preparing updates before putting the customer on hold and providing regular status updates (e.g., “I’ll check this for you and get back to you in about a minute”).
• Validate device information by asking the customer to confirm the exact product name and model number, and double‑check against Linksys’ product list.

Technical Accuracy

Improvement

Agent provided wrong remote-access URL (join.me.zoho.com) instead of correct Zoho domain or local router access.

— #LTS00024595

Improvement

Agent failed to collect serial number, warranty status, or create/reference a case number, violating escalation protocol.

— #LTS00024595

Improvement

Agent fabricated device information, which is a non-existent and nonsensical device.

— #LTS00024595

Strength

Agent systematically isolated the issue by removing wired devices one by one, identifying Sonos as the likely culprit.

— #LTS00024595

Coaching Moments

Strength

Perfect. Okay. Now, before you connect that computer, sir, uh, is that going to be a desktop or a laptop?

— [#LTS00024595