raquel.intong@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 |
|---|---|---|---|---|---|
| 16 | 24m 36s | MX4200 | CONNECTIVITY | 16 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.20 | 16 |
| Protocol | 1.90 | 16 |
| Communication | 2.10 | 16 |
| Overall | 2.20 | 16 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 6 | 37m 10s | 2.12 | 2.17 | 1.83 | 2.00 | Outlier: 1.9x weekly median handle time |
| MBE | 1 | 24m 27s | 2.80 | 2.00 | 2.00 | 2.00 | |
| E | 1 | 19m 15s | 1.80 | 1.00 | 2.00 | 3.00 | |
| WHW | 3 | 19m 7s | 2.47 | 2.00 | 1.67 | 2.00 | |
| MR | 3 | 17m 51s | 2.17 | 2.33 | 1.67 | 2.33 | |
| EA | 2 | 12m 20s | 2.90 | 4.00 | 2.00 | 2.00 | |
| OTHER | 1 | 6m 44s | 1.10 | 1.00 | 1.00 | 2.00 |
Key Observations
- MX is the slowest family at 37m 10s; outlier: 1.9x weekly median handle time.
- MBE is one of the slowest families at 24m 27s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 9 | 24m 52s | 2.10 | 2.00 | 2.00 | 2.20 | ✓ |
| SETUP | 3 | 16m 13s | 2.50 | 2.30 | 1.70 | 2.00 | |
| ACCESS | 2 | 17m 38s | 2.30 | 3.00 | 1.50 | 1.50 | ✓ |
| HARDWARE | 1 | 27m 35s | 1.60 | 1.00 | 1.00 | 2.00 | ✓ |
Week-over-Week Movement
- Reduce technical inaccuracies (e.g., incorrect URLs, LED descriptions, model references).
- Improve verification of internet connectivity and troubleshooting steps before escalation or closure.
- Enhance protocol adherence (e.g., serial number collection, warranty verification, case documentation).
What Went Well
Effective Mesh Restoration
Raquel successfully restored Wi‑Fi connectivity for a customer with a failed MX‑4200 mesh setup by replacing the main node, executing a 5‑press reset, and rebuilding the mesh network. The customer reported full functionality post‑call.
Adaptive Troubleshooting
When initial power‑cycling failed, Raquel pivoted to hardware replacement and guided the customer through node re‑addition, demonstrating initiative and problem‑solving under pressure.
Clear Ticket Documentation
Raquel provided a concise ticket number (#LTS00131535) and actionable post‑call guidance, ensuring the customer knew how to monitor and maintain their setup.
Growth Opportunities
Verify Connectivity Before Closure
Improvement: Confirm internet connectivity (e.g., “Can you browse a website?”) after each major troubleshooting step, especially before ending calls or escalating.
Next Step: Use a scripted verification checklist: “Ping, browse, and check email” to close only after all three succeed.
Accurate Technical Guidance
Improvement: Avoid instructing customers to use HTTPS with myrouter.local (invalid for local access) and ensure default passwords and LED descriptions match KB articles.
Next Step: Reference the “Local Access URLs” KB article before guiding customers through UI navigation.
Next Week's Focus
- Connectivity Verification: Add a quick “Can you open google.com?” check after each WAN/modem reboot.
- Model Confirmation: Verify product model and serial number within the first 30 seconds of every call.
- LED Accuracy: Review KB for MX/WHW LED meanings; replace “pink/purple” references with “blue/white.”
- Escalation Readiness: Document all pre‑escalation steps (model, firmware, steps tried) before transferring to L2.
Technical Accuracy
Improvement
Provided incorrect URL scheme (HTTPS instead of HTTP) for accessing router admin page #LTS00131535.
Improvement
Misrepresented LED behavior for MX4200, claiming “solid pink/purple” lights which do not exist for this model #LTS00082539.
Improvement
Incorrectly referenced a non‑existent “M4000” model during escalation, leading to potential customer confusion #TE00027382.
Improvement
Provided invalid recovery URL (https://[REDACTED_PHONE]/systinfo.cgi), which is not a valid Linksys admin or diagnostics page #LTS00132360.
Improvement
Failed to verify WAN/modem connectivity before proceeding with mesh troubleshooting, leading to unresolved internet connectivity #LTS00131965.