rubierosa.levi@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 |
|---|---|---|---|---|---|
| 9 | 23m 44s | EA8100 | CONNECTIVITY | 9 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.12 | 8 |
| Protocol | 1.88 | 8 |
| Communication | 2.25 | 8 |
| Overall | 2.34 | 8 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| EA | 3 | 63m 36s | 1.73 | 1.33 | 1.33 | 1.67 | Outlier: 2.9x weekly median handle time |
| RE | 2 | 25m 27s | 2.80 | 3.50 | 2.00 | 3.00 | |
| MR | 1 | 21m 53s | — | — | — | — | |
| SPN | 2 | 16m 50s | 3.05 | 3.00 | 2.00 | 2.00 | |
| MX | 1 | 8m 58s | 3.00 | 1.00 | 3.00 | 3.00 |
Key Observations
- EA is the slowest family at 63m 36s; outlier: 2.9x weekly median handle time.
- RE is one of the slowest families at 25m 27s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 4 | 33m 15s | 2.15 | 1.75 | 1.75 | 2.25 | ✓ |
| SETUP | 2 | 20m 0s | 2.80 | 2.50 | 1.50 | 2.50 | |
| CONFIGURATION | 1 | 24m 43s | 2.80 | 3.00 | 2.00 | 3.00 | |
| GENERAL INQUIRY | 1 | 17m 5s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ |
| ACCESS | 1 | 19m 53s | 3.30 | 5.00 | 3.00 | 2.00 |
Week-over-Week Movement
- Improve technical accuracy in guidance, especially for Velop and non-Velop devices.
- Enhance protocol adherence, including case creation and collection of essential product details.
- Address unresolved calls and ensure follow-up for pending issues.
What Went Well
- Adaptability in troubleshooting
> Successfully guided customer to access setup page by editing URL to 'welcome.html'
- Protocol adherence in case creation
> Collected customer name, phone number, and email accurately
Growth Opportunities
- Technical accuracy in guidance
> Inaccurate technical guidance: recovery-key reset is not a valid method for MX4200 Velop routers. This contradicts the KB, which specifies factory reset or app re-pairing for password recovery on Velop devices.
- Protocol adherence and case management
> Failed to collect essential product details (model, serial, warranty) in multiple calls
Next Week's Focus
- Verify product details early: Always collect model, serial number, and warranty status at the start of the call.
- Use correct reset methods: For Velop devices, guide customers through factory reset or app re-pairing, not recovery key resets.
- Improve communication clarity: Adapt your tone and pace for elderly or non-technical customers to ensure understanding.
- Follow through on promises: If you schedule a callback or promise to send information, ensure it is done promptly.
Technical Accuracy
Improvement
Incorrectly guided customer to use recovery key on main node to reset router password via app (unsupported method for Velop MX4200). Correct method is factory reset or app re-pairing.
Improvement
Failed to escalate or reference any known resource for website outage status (linksystems remote management.com).
Improvement
Provided incorrect reset guidance ('RESETTER20') for FGW5500 router, leading to no resolution.
Improvement
Misidentified SPNM55 as SPMX55, leading to irrelevant guidance about Verizon modems and non-existent fees.
Strength
Successfully guided customer to access setup page by editing URL to 'welcome.html' after multiple incorrect attempts.
Coaching Moments
Strength
Successfully guided customer to access setup page by editing URL to 'welcome.html'
Improvement
Inaccurate technical guidance: recovery-key reset is not a valid method for MX4200 Velop routers. This contradicts the KB, which specifies factory reset or app re-pairing for password recovery on Velop devices.
Improvement
Failed to escalate or reference any known resource for website outage status (linksystems remote management.com).
Improvement
Provided incorrect reset guidance ('RESETTER20') for FGW5500 router, leading to no resolution.
Improvement
Misidentified SPNM55 as SPMX55, leading to irrelevant guidance about Verizon modems and non-existent fees.
Escalation Lessons: What L2 Did
No escalation learning available this week.
Coach Appendix
Highest-signal weekly trend:
The agent struggled with technical accuracy, particularly in guiding customers through device-specific recovery methods and collecting essential product details. This led to unresolved issues and low scores in accuracy and protocol.
Recurring technical or process pattern:
- Inaccurate technical guidance for Velop and non-Velop devices.
- Failure to collect model, serial number, and warranty status.
- Inefficient troubleshooting sequences and lack of verification after each step.
Evidence:
- Incorrect recovery key guidance for MX4200 Velop routers #LTS00131535.
- Failure to collect product details in calls #LTS00132367, #LTS00094562.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131535 | 2026-06-01 02:15:25+00:00 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | ✓ Resolved |
| #LTS00131749 | 2026-06-02 01:57:38+00:00 | 2.80 | INBOUND | RE6700 | CONFIGURATION | ✓ Likely resolved |
| #GI00131750 | 2026-06-02 02:07:21+00:00 | 1.10 | INBOUND | GENERAL INQUIRY | — | |
| #LTS00131754 | 2026-06-02 02:14:40+00:00 | 2.80 | INBOUND | RE6400 | SETUP | ✓ Likely resolved |
| #LTS00131755 | 2026-06-02 02:41:41+00:00 | — | INBOUND | MR7350 | CONNECTIVITY | — |
| #LTS00094562 | 2026-06-03 02:57:17+00:00 | 1.00 | INBOUND | EA8100 | CONNECTIVITY | ⏳ Pending |
| #LTS00131999 | 2026-06-03 10:08:25+00:00 | 2.80 | INBOUND | SPNMX55 | SETUP | ✓ Resolved |
| #LTS00132367 | 2026-06-05 05:32:57+00:00 | 1.40 | OUTBOUND | EA8100 | CONNECTIVITY | ⏳ Pending |
| #LTS00132367 | 2026-06-05 07:56:59+00:00 | 2.80 | OUTBOUND | EA8100 | CONNECTIVITY | ⏳ Pending |
| #LTS00132376 | 2026-06-05 10:01:16+00:00 | 3.30 | INBOUND | SPNM60TB | ACCESS | ✓ Resolved |