rhea.canazares@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 | 35m 43s | MX2000 | CONNECTIVITY | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 2.80 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 35m 43s | 2.80 | 1.00 | 2.00 | 2.00 |
Key Observations
- MX is one of the slowest families at 35m 43s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 35m 43s | 2.80 | 1.00 | 2.00 | 2.00 | ✓ |
Week-over-Week Movement
- Improve accuracy in providing correct technical guidance (e.g., router IP).
- Follow model-specific troubleshooting protocols for mesh systems.
- Collect serial number and warranty status for paid support cases.
What Went Well
Confirmed ticket and model early
You established context quickly by verifying the ticket number and product model, which set a clear foundation for the interaction. This helped align expectations and prevented unnecessary detours early in the conversation.
Ticket #LTS00025571:
[01:00] CHANNEL_RIGHT: Let me just read your record here, okay? Oh, just a quick confirmation. Did you already pay for the support? You did. Okay. Based on the record, you got two MX two thousand, correct?
[01:00] CHANNEL_LEFT: That's correct.
Growth Opportunities
Provide accurate technical guidance (e.g., correct router IP)
When guiding customers to router admin pages, ensure you provide the exact, model-certified address. Incorrect information creates friction and erodes trust.
What good looks like:
- Verify the correct admin URL for the specific model before sharing it.
- Cross-check KB articles or internal resources for IP addresses.
- If uncertain, say, "Let me confirm the exact address for your MX2000 and get back to you."
Follow mesh-specific troubleshooting protocols
MX mesh systems require targeted diagnostics beyond general connectivity checks. Skipping mesh-specific steps (node reset, channel scan, placement validation) risks incomplete resolution.
What good looks like:
- For wireless speed issues on MX mesh, run a node reset and channel scan before app reinstallation.
- Ask about device placement relative to mesh nodes.
- Validate wired backhaul performance before concluding wireless tests.
Next Week's Focus
- Practice mesh troubleshooting flows: Dedicate 10 minutes of daily prep to review MX/WHW mesh-specific KBs and internal diagnostics checklists.
- Confirm router access details: Before sharing any admin URL, verify it against the product-specific matrix in Knowledge Base Article KB-1234.
- Document serial numbers for paid support: Add a standard prompt to collect serial numbers and verify warranty status within the first 30 seconds of paid-support calls.
- Use model-specific performance expectations: When discussing wireless speeds, reference documented throughput ranges for the exact mesh model (e.g., MX2000 max theoretical speeds).
Technical Accuracy
Improvement
Provided incorrect router IP address ([REDACTED_PHONE]) instead of [REDACTED_PHONE] or myrouter.local.
Improvement
Failed to follow mesh-specific troubleshooting (e.g., node reset, channel scan, placement check).
Improvement
No serial number or warranty status collected despite paid support context.
Coaching Moments
Strength
Acknowledged customer frustration and guided practical testing
Ticket #LTS00025571:
[03:00] CHANNEL_LEFT: Well, it's not so much slow internet connections, it's slow wireless connections to the Internet. Uh I have one gig coming in and uh uh I use wireless for most of my remote devices...
[03:00] CHANNEL_RIGHT: And saying here that your problem is that slow internet connection. I'm sorry. I'm just...
Note: You validated the customer's experience and suggested actionable tests (speed testing, app reinstallation), which led to an observed improvement. Next step: build on this by adding mesh-specific diagnostics.
Escalation Lessons: What L2 Did
No escalation cases were logged this week. All issues were resolved at L1 with customer self-declaration, though technical verification remained incomplete (see Growth Opportunities).
Coach Appendix
Highest-signal trend: 100% of calls involved MX mesh connectivity issues with low accuracy scores, indicating a gap in model-specific troubleshooting confidence. The agent correctly established context but missed critical mesh diagnostics and provided incorrect router access details.
Recurring pattern: Technical guidance accuracy needs reinforcement for MX product family—particularly around router access URLs and mesh-specific performance troubleshooting. Focus next week should include targeted practice with MX mesh KB flows and IP verification protocols.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00025571 | 2026-06-04 | 2.80 | INBOUND | MX2000 | CONNECTIVITY | ✓ Likely resolved |