leo.lluisma@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 |
|---|---|---|---|---|---|
| 1 | 17m 16s | SPNM60CF | CONNECTIVITY | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 1.00 | 1 |
| Overall | 1.00 | 1 |
Scores reflect 1 call reviewed. Score range: lowest 1.00 to highest 1.00.
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| SPN | 1 | 17m 16s | 1.00 | 1.00 | 1.00 | 1.00 |
Slowest family: SPN (17m 16s). All scores are at the minimum, indicating a critical need for improved issue identification and resolution for this product line.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 17m 16s | 1.00 | 1.00 | 1.00 | 1.00 | ✓ |
The CONNECTIVITY category shows both the longest handle time and the lowest scores. This suggests the agent struggles with efficiently diagnosing and resolving connectivity issues. Focus on structured troubleshooting and data collection for these calls.
Week-over-Week Movement
Compared to last week (9 calls):
- Overall score dropped 1.14 (from unknown to 1.00)
- Accuracy dropped 0.89
- Protocol dropped 1.00
- Communication dropped 1.22
- Average handle time decreased by 15m 32s
Key takeaway: Scores collapsed across all dimensions while handle time shortened dramatically. This indicates a shift toward unresolved or poorly handled calls.
What Went Well
Polite opening greeting
The agent began the call with a clear, professional greeting:
[00:00] CHANNEL_RIGHT: Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance.
#LTS00131809
This sets a positive tone and aligns with communication standards. Maintaining this professional opening is a strength to preserve.
Growth Opportunities
1. Active Issue Identification and Troubleshooting
No troubleshooting or issue identification
After the greeting, the agent remained silent for minutes while the customer responded with incoherent remarks. No issue was identified, no troubleshooting performed, and no resolution offered.
#LTS00131809
What good looks like:
- Ask clarifying questions immediately after greeting (e.g., “Can you describe the issue you’re experiencing with your SPNM60CF?”)
- Guide the customer to a specific problem statement within the first 30 seconds
- Document symptoms (e.g., “Customer reports device not powering on after power cycle”)
2. Foundational Data Collection
Failed to collect product information
The agent did not collect model, serial number, warranty status, or basic troubleshooting history.
#LTS00131809
What good looks like:
- Always confirm product model early: “I see you’re using an SPNM60CF. Can you confirm the exact model and serial number?”
- Check warranty status before proceeding with troubleshooting
- Ask about recent changes (e.g., “Has anything changed in your network setup recently?”)
Next Week's Focus
- Start every call with a clear, open-ended question to surface the customer’s issue within 30 seconds.
- Collect model, serial, and warranty status before any troubleshooting steps.
- Use structured troubleshooting branches (e.g., “Let’s try a power cycle. After 60 seconds, does the device power on?”).
- Close unresolved calls with explicit next steps (e.g., “I’ll open a case and have a specialist follow up within 24 hours.”)
Technical Accuracy
Improvement
[00:00] CHANNEL_RIGHT: Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]\n[05:00] CHANNEL_LEFT: that is a guess I want to go okay and just though is the same okay okay okay okay okay okay okay okay okay
Agent failed to collect basic product information, perform troubleshooting, or provide guidance. Call ended without resolution or next steps.
Note: The agent must always collect model/serial/warranty data and proceed with at least one verified troubleshooting step before closing or escalating.
Coaching Moments
Improvement
[00:00] CHANNEL_RIGHT: Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence]\n[05:00] CHANNEL_LEFT: that is a guess I want to go okay and just though is the same okay okay okay okay okay okay okay okay okay
The agent provided a professional greeting but then remained silent for minutes. No issue was identified, no troubleshooting attempted, and no closure provided.
Escalation Lessons: What L2 Did
No escalations occurred this week. The single call was unresolved at closure but not escalated.
Coach Appendix
Highest-signal trend: The sole call demonstrates a complete breakdown in basic engagement: no issue identification, no data collection, and no troubleshooting. This aligns with the -1.14 overall score delta from last week.
Key pattern to address: The agent appears to be “waiting for the customer to speak” without proactive questioning or guidance, leading to abandoned or vague closures. Next coaching should emphasize structured active listening and early data gathering.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131809 | 2026-06-02 | 1.00 | INBOUND | SPNM60CF | CONNECTIVITY | — |