donna.dubduban@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 1 | 12m 39s | MR5500 | CONNECTIVITY | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 3.00 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MR | 1 | 12m 39s | 3.00 | 3.00 | 2.00 | 2.00 |
Key Observations
- MR is one of the slowest families at 12m 39s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 12m 39s | 3.00 | 3.00 | 2.00 | 2.00 |
Week-over-Week Movement
- Overall moved down 0.23 vs. last week.
- Accuracy moved up 0.33 vs. last week.
- Protocol moved down 0.33 vs. last week.
- Communication moved down 1.00 vs. last week.
- Average handle time moved down by 9m 54s.
What Went Well
- Correct product identification
> Correctly identified the router model (MR5500).
Growth Opportunities
- Complete troubleshooting before advising replacement
Verify WAN port speed, router firmware, and admin settings via the web UI before recommending a retailer replacement. This ensures all viable software/firmware fixes are explored first.
- Confirm warranty status before directing customers
Collect the serial number and verify warranty coverage before advising the customer to contact the retailer. This prevents misdirected efforts and potential service delays.
Next Week's Focus
- Add WAN port speed verification to the standard connectivity troubleshooting branch for MR series routers.
- Practice concise empathy phrases (e.g., “I understand this speed drop is frustrating”) to improve communication scores without extending handle time.
- Create a quick warranty-check checklist (serial number location, coverage dates, retailer contact) to use before advising replacements.
- Review firmware update steps for MR5500 and practice applying them in a lab environment.
Technical Accuracy
Improvement
Agent did not verify WAN port speed or router configuration via the web UI, missing a key diagnostic step.
Improvement
Agent did not collect serial number or confirm warranty coverage before advising customer to contact retailer for replacement.
Strength
Correctly identified the router model (MR5500) and confirmed customer's cable is Cat6 and modem delivers near-gigabit speeds.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
- The week’s single call highlights a pattern of incomplete diagnostics (WAN speed, firmware) and missing warranty verification. Focus next week on adding these two concrete steps to the MR5500 connectivity troubleshooting path. Ensure all replacement advice is backed by verified warranty status and serial number collection.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130830 | 2026-05-26 11:53:38+00:00 | 3 | OUTBOUND | MR5500 | CONNECTIVITY | ✓ Likely resolved |