jorgenathaniel.amores@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 |
|---|---|---|---|---|---|
| 40 | 21m 7s | MX6200 | CONNECTIVITY | 40 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.20 | 40 |
| Protocol | 1.70 | 40 |
| Communication | 2.00 | 40 |
| Overall | 2.00 | 40 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MBE | 1 | 47m 25s | 2.00 | 2.00 | 2.00 | 2.00 | Outlier: 2.4x weekly median handle time |
| WHW | 6 | 31m 11s | 2.27 | 3.00 | 1.67 | 2.00 | Outlier: 1.6x weekly median handle time |
| MX | 12 | 29m 59s | 1.71 | 2.17 | 1.50 | 1.92 | |
| MR | 6 | 26m 38s | 1.88 | 2.17 | 1.33 | 2.17 | |
| E | 5 | 20m 2s | 2.18 | 2.20 | 1.80 | 2.00 | |
| OTHER | 2 | 17m 48s | 1.95 | 1.00 | 1.00 | 2.00 | |
| EA | 13 | 15m 12s | 2.18 | 2.00 | 1.69 | 1.92 | |
| SPN | 1 | 9m 6s | 1.80 | 1.00 | 2.00 | 2.00 | |
| RE | 1 | 8m 11s | 1.80 | 1.00 | 2.00 | 2.00 |
Key Observations
- MBE is the slowest family at 47m 25s; outlier: 2.4x weekly median handle time.
- WHW is the slowest family at 31m 11s; outlier: 1.6x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 22 | 24m 32s | 2.00 | 2.20 | 1.80 | 2.10 | ✓ |
| ACCESS | 6 | 17m 48s | 1.80 | 2.30 | 1.50 | 2.00 | ✓ |
| SETUP | 6 | 19m 48s | 1.90 | 2.00 | 1.70 | 2.00 | ✓ |
| CONFIGURATION | 4 | 25m 12s | 2.00 | 2.50 | 1.50 | 2.00 | ✓ |
Week-over-Week Movement
- Improve protocol adherence (model/serial collection, warranty verification).
- Correct technical inaccuracies (reset methods, LED states, pairing procedures).
- Reduce premature escalation to paid support without troubleshooting.
What Went Well
- Precise Product Identification
Consistently captured product models and serial numbers, enabling accurate warranty checks and targeted troubleshooting.
> “Okay, Fred, your email is still FA Barley 7725 at gmail.com. Correct? All right, then. Mm-hmm. Okay, what is the problem right now?”
- Empathy and Reassurance
Acknowledged customer frustration and provided clear next steps, maintaining professionalism even during extended troubleshooting.
> “I understand this is frustrating, Christy. Let’s work through this together—I’ll guide you step by step.”
Growth Opportunities
- Avoid Model-Specific Missteps
Replace incorrect procedures (e.g., 5-press pairing on Velop MX series) with KB-aligned steps. Next step: Confirm mesh topology before instructing resets.
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
- Strengthen Protocol Adherence
Always collect model, serial, and warranty status before diving into troubleshooting. Next step: Use script prompts to capture these upfront.
> “Failed to verify warranty status before discussing paid support options.”
Next Week's Focus
- Standardize Opening Script: Capture model, serial, and warranty status in the first 30 seconds of every call.
- Validate Mesh Procedures: Use WPS or app-based pairing for Velop MX/LN devices—never the 5-press method.
- Reduce Redundancy: Avoid re-asking for email/model details already provided.
- Escalate Early: If internet connectivity isn’t confirmed within 3 steps, escalate to Level 2 with full context.
Technical Accuracy
| Type | Quote | Note | Ticket |
|---|---|---|---|
| Improvement | “Default admin password for EA6500 is blank, not ‘admin’.” | Provided wrong credentials, causing access failure. | #LTS00131689 |
| Improvement | “Agent did not guide customer through the 5-digit recovery key process for password reset.” | Missed standard password-recovery path. | #GI00128410 |
| Improvement | “EA6900 is not end-of-life; firmware updates are available on support.linksys.com.” | False EOL claim misled customer. | #LTS00091192 |
| Strength | “Agent recognized factory reset as a standard remediation for unpaired mesh nodes, aligning with KB for Velop/WHW systems.” | Correct reset path for mesh issues. | #LTS00131751 |
Coaching Moments
| Type | Quote | Note | Ticket |
|---|---|---|---|
| Improvement | “Please assist with this case. • Main issue is slow speed. • Unable to test wired connection to the modem • Laptop doesn't have an ethernet port • Speed test is same anywhere in the house at 92DL/95UL • Done factory reset • Made sure connected to 5G • Same speed Note: Already set expectation that we can't assure fix unless modem is tested” | L1 missed critical wired-test step and escalated prematurely. | #TE00131478 |
| Improvement | “Aggressively pushed a $15 paid-support option without first exhausting free self-help steps.” | Paid support offered before verifying free options. | #LTS00131681 |
| Improvement | “Provided a malformed URL for local router access (my router.myrouter local) leading to SSL errors.” | Incorrect routing guidance caused confusion. | #LTS00131712 |