josephmycko.balindres@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 | 36m 29s | MX5500 | SETUP | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.50 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.00 | 2 |
| Overall | 1.90 | 2 |
Scores reflect 2 calls reviewed. Overall score range: 1.8 – 2.0.
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 2 | 36m 29s | 1.90 | 3.50 | 1.50 | 2.00 |
The MX family (specifically the MX5500) dominates handling time and correlates with the lowest overall scores. This suggests a need for targeted MX-specific troubleshooting and closure practices.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 2 | 36m 29s | 1.90 | 3.50 | 1.50 | 2.00 | ✓ |
The SETUP category is the sole problem type this week and aligns with the slow handle times and low overall scores. Focus here will likely yield the biggest weekly gains.
Week-over-Week Movement
- Overall moved down 1.10 vs. last week.
- Accuracy moved up 2.50 vs. last week.
- Protocol moved up 0.50 vs. last week.
- Communication moved down 1.00 vs. last week.
- Average handle time moved up by 27m 57s.
What Went Well
No transcript highlights available for this week.
Growth Opportunities
Failure to engage customer
No agent interaction occurred; the call was effectively abandoned after the automated greeting.
Next step: Ensure live agent connection before ending the call. Verify that the greeting transitions smoothly to a live agent greeting and that the customer is prompted to hold for support.
Incorrect technical guidance and operational closure
Agent incorrectly instructed use of [REDACTED_PHONE] for MX5500 (should be myrouter.local per KB). No case was created or referenced, and callback was offered but not scheduled.
Next step: Use the correct router UI access method (myrouter.local) for MX5500. Always create a HappyFox case and schedule callbacks with a confirmed time and method.
Next Week's Focus
- Confirm live agent connection before ending any call; never leave customers in an automated loop.
- Use the correct UI access method (
myrouter.local) for MX5500 and verify browser compatibility before proceeding. - Create a HappyFox case for every troubleshooting interaction and document next steps clearly.
- Schedule callbacks with a confirmed time and method (e.g., “I’ll call you back at 2:00 PM”) and log it in the case notes.
Technical Accuracy
Improvement
Agent failed to engage customer; call abandoned after automated greeting with no live support connection.
Improvement
Incorrect technical guidance provided for accessing router web UI. Agent also failed to schedule callback and did not create a HappyFox case.
Coaching Moments
No remaining coaching moments after Technical Accuracy.
Escalation Lessons: What L2 Did
No escalated cases were recorded this week.
Coach Appendix
- The highest-signal weekly trend is the complete lack of live agent engagement on one call and incorrect technical guidance on the other. Focus next week should be on ensuring a live agent connection, using correct product-specific access methods, and maintaining clear operational closure with documented callbacks and cases.
- No new transcript quotes were introduced beyond what was already surfaced in Growth Opportunities and Technical Accuracy.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00086176 | 2026-06-05 23:18:03+00:00 | 1.8 | INBOUND | MX5500 | SETUP | — |
| #LTS00086176 | 2026-06-05 23:28:14+00:00 | 2.0 | INBOUND | MX5500 | SETUP | — |