Mikaelhjoshua.anasco@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 |
|---|---|---|---|---|---|
| 3 | 11m 50s | MX6200 | CONNECTIVITY | 3 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 3 |
| Protocol | 1.00 | 3 |
| Communication | 1.67 | 3 |
| Overall | 1.30 | 3 |
3 calls reviewed. Score range: lowest 1.10, highest 1.50.
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| WRT | 1 | 23m 04s | 1.10 | 1.00 | 1.00 | 2.00 | Outlier: 3.2x weekly median handle time |
| MX | 1 | 7m 09s | 1.50 | 4.00 | 1.00 | 1.00 | |
| MR | 1 | 6m 16s | 1.30 | 1.00 | 1.00 | 2.00 |
Slowest families: WRT (23m 04s) and MX (7m 09s). The WRT call is a significant outlier at over three times the weekly median handle time, and both families show low overall scores, indicating a need for improved efficiency and resolution quality.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 3 | 11m 50s | 1.30 | 2.00 | 1.00 | 1.67 | ✓ |
Focus area: CONNECTIVITY. All three calls fall into this category, and the low average scores across dimensions suggest a need for better troubleshooting consistency and resolution strategies for connectivity issues.
Week-over-Week Movement
- Overall moved down 0.93 vs. last week.
- Protocol moved down 0.70 vs. last week.
- Communication moved down 0.66 vs. last week.
- Average handle time moved down by 12m 13s.
What Went Well
No transcript highlights available for this week.
Growth Opportunities
Language support protocol
I'm sorry, sir but I cannot converse in Spanish. We can only converse through English, sir. We don't have a Spanish representative. I'm sorry, but I will try to understand what's the issue, if or is there anyone who can speak English there?
What better looks like: Offer language support options (e.g., schedule a callback with a bilingual representative, provide self-help resources in Spanish, or connect to an appropriate language line). Always confirm the customer’s preferred language at the start and follow the language support protocol.
Technical troubleshooting and resolution
OK. Is that the child node or the parent node? I see. And I see here that you have three nodes. Is this happening to two child nodes or just one child node? I see. OK. And that's kind of strange because on the app it says they're it's connected via. OK. Um, for now, what I we're gonna check is.
What better looks like: Follow approved troubleshooting protocols for mesh nodes. For red-light child nodes, attempt a standard node reset (e.g., 5-press pairing, factory reset, or pair-button procedure) before offering remote assistance. Avoid unsupported third-party tools like join.zoho.com.
Next Week's Focus
- Verify language preferences upfront and offer appropriate support channels for non-English speakers.
- Use approved node reset procedures (e.g., 5-press pairing, factory reset) for mesh connectivity issues before attempting remote sessions.
- Accurately identify product models and warranty status before providing troubleshooting guidance.
- Document and communicate clear next steps for all unresolved cases, avoiding vague closures.
Technical Accuracy
Improvement
Agent refused to provide Spanish support despite customer request, violating language support protocol.
Improvement
Agent used unsupported third-party remote-access service (join.zoho.com) instead of approved Linksys procedures.
Improvement
Agent incorrectly identified product model as VLP-01 and falsely claimed it was out of support, leading to invalid troubleshooting guidance.
Improvement
Agent failed to follow proper node reset/pairing procedures for mesh nodes, leading to unresolved connectivity issues.
Coaching Moments
No remaining coaching moments after Technical Accuracy.
Escalation Lessons: What L2 Did
No escalated cases this week.
Coach Appendix
- The highest-signal weekly trend is the consistent need for improved language support adherence and adherence to approved troubleshooting protocols, especially for mesh node connectivity issues.
- Recurring technical patterns include misidentification of product models, incorrect warranty claims, and failure to follow standard node reset procedures. These should inform the next coaching conversation to reinforce product knowledge and protocol compliance.