akiko.ohashi@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 36m 15s; outlier: 1.5x weekly median handle time.
• MX is one of the slowest families at 32m 22s.

Problem Categories

Week-over-Week Movement

• Improve protocol adherence (case creation, model/serial collection).
• Reduce repetitive scripted phrases to enhance communication efficiency.
• Ensure technical guidance aligns with KB to avoid inaccuracies.

What Went Well

• Technical Accuracy in Configuration Guidance

> "Correctly identified and changed the WAN connection type from PPPoE to DHCP, which was the root cause of the internet connectivity issue."

#LTS00131169

• Hardware Diagnosis Accuracy

> "Accurately diagnosed power adapter fault based on customer's isolation testing and confirmed warranty status using purchase date."

#LTS00131180

Growth Opportunities

• Protocol Adherence

> "Failed to collect or confirm product model number, serial number, or case number in multiple calls, violating case management protocol."

#LTS00130686

What better looks like: Always collect model/serial early, reference a HappyFox case number, and confirm warranty status before proceeding.

• Communication Efficiency

> "Excessive and disruptive use of scripted phrase 'thank you for your business' at multiple points, impairing communication clarity and efficiency."

#LTS00130686

What better looks like: Use concise, context-appropriate acknowledgments and avoid repetitive phrases that disrupt flow.

Next Week's Focus

1. Standardize Opening and Closing Scripts: Use a single, brief greeting and closing phrase to maintain professionalism without sacrificing efficiency.
2. Model/Serial Collection Routine: Add a quick checklist at the start of each call to capture model, serial, and case number—then reference them throughout the interaction.
3. Technical Validation Before Navigation: Confirm each step’s success with the customer before moving to the next, especially during complex configurations.
4. Warranty and Case Documentation: Verify warranty eligibility and create a HappyFox case number within the first 2 minutes of every product-support call.

Technical Accuracy

• Improvement

> "Provided wrong admin page IP address ([REDACTED_PHONE]) instead of the standard [REDACTED_PHONE] or myrouter.local for E9450 model."

#LTS00131185

Note: Always reference the KB for model-specific default IPs to avoid inaccuracies.

• Improvement

> "Misstated Wi‑Fi password character restrictions, claiming no symbols or special characters allowed, which is factually incorrect per KB."

#LTS00131185

Note: Review KB articles on password policies to ensure accurate guidance on special characters.

• Strength

> "Correctly diagnosed IP conflict and guided customer through valid OpenWRT LAN IP change procedure."

#LTS00130986

Note: This reflects strong technical understanding and effective step-by-step guidance.

Coaching Moments

• Improvement

> "Failed to obtain or confirm product serial number, warranty status, or case number in multiple calls, violating standard protocol."

#LTS00130986

Note: Protocol adherence is critical for accountability and effective knowledge transfer.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

• The week was frontline-heavy, with all 6 calls handled directly on the LTS queue. Key trends include protocol gaps (missing model/serial capture, case numbers) and communication inefficiencies (repetitive scripted phrases). Focus next week on building a consistent, efficient script framework and reinforcing model/serial collection as a non-negotiable first step in every product-support interaction.

This Week's Calls