jane.reambonanza@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 | 34m 53s | SPNM60CF | ACCESS | 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 |
|---|---|---|---|---|---|---|---|
| SPN | 1 | 34m 53s | 3.00 | 3.00 | 2.00 | 2.00 |
Key Observations
- SPN is one of the slowest families at 34m 53s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| ACCESS | 1 | 34m 53s | 3.00 | 3.00 | 2.00 | 2.00 |
Week-over-Week Movement
- Overall moved up 0.40 vs. last week.
- Accuracy moved down 0.25 vs. last week.
- Protocol moved up 0.50 vs. last week.
- Communication moved down 0.25 vs. last week.
- Average handle time moved down by 38m 17s.
What Went Well
Correct admin password reset guidance
Corrected IP address to KB-compliant [REDACTED_PHONE]. Correctly guided admin password reset using recovery key (KB-compliant).
This strength shows solid technical knowledge and alignment with KB procedures. The customer regained admin access and could self-service the guest network change — a perfect example of enabling customer independence.
Growth Opportunities
Verify guest network settings during closure and use KB IP addresses consistently
The initial IP address provided was incorrect, and the guest network settings were never verified during the call.
What good looks like:
- Always cross-check router access IPs against the latest KB before guiding customers.
- During call closure, confirm whether the customer actually completed all requested actions (e.g., "Can you please verify the guest network password now shows as desired?").
Applying these two steps will reduce follow-up needs and improve accuracy scores.
Next Week's Focus
- Double-check KB for access IPs before stating them during calls — keep a quick reference sheet handy.
- Add a closure verification script for ACCESS cases: "Before we end, can you confirm X, Y, and Z are now working as expected?"
- Track guest network follow-up cases to see if verification reduces post-call tickets.
- Practice concise explanations of Wi-Fi vs. admin password differences to improve communication scores.
Technical Accuracy
Improvement
- Initial incorrect IP address ([REDACTED_PHONE]) provided — should have been [REDACTED_PHONE] per KB guidance. Guest network settings were not verified during the call.
Strength
- Correctly guided admin password reset using recovery key (KB-compliant procedure). Accurately explained difference between Wi-Fi and admin passwords.
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
Highest-signal weekly trend: The dramatic drop in handle time (-38m 17s) paired with a protocol gain (+0.50) suggests the agent is handling simpler cases more efficiently, but accuracy dipped (-0.25) due to an IP address error and lack of guest network verification. Focus next week on maintaining speed while reinforcing KB validation and closure verification habits.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00117838 | 2026-05-26 19:21:02+00:00 | 3 | INBOUND | SPNM60CF | ACCESS | ✓ Likely resolved |