jeneth.villanil@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 | 108m 11s | MX8500 | NO TROUBLESHOOTING NEEDED | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.00 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 |
Key Observations
- MX is one of the slowest families at 108m 11s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| NO TROUBLESHOOTING NEEDED | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 | ✓ |
Week-over-Week Movement
- Average handle time moved up by 91m 54s.
What Went Well
Despite the challenges in this single call, the agent demonstrated several positive behaviors that should be reinforced:
Acknowledled customer frustration and maintained empathy
The agent recognized the customer's frustration with the dropping nodes and attempted to guide them through resets, showing emotional intelligence even when technical solutions weren't fully effective.
Used clear, practical guidance for reset procedures
The agent appropriately suggested using a pin or paperclip for the reset button, providing concrete, actionable steps that customers can follow.
Maintained clear communication throughout
With a communication score of 3.0 (the highest dimension), the agent kept the conversation focused and understandable despite the technical complexity and customer frustration.
Growth Opportunities
1. Use correct pairing methods for MX8500 Velop devices
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
What good looks like:
- For MX8500 Velop mesh systems, guide customers to use the Velop web UI or mobile app for adding child nodes rather than physical button sequences.
- Verify the exact model and firmware version before recommending any pairing method.
- When in doubt, direct customers to the official Linksys support pages for their specific model.
2. Always verify warranty status and collect serial numbers early
The agent did not verify warranty status or collect serial numbers during the call, which is critical for several reasons:
What good looks like:
- At the start of any technical support call, ask for and verify the product's serial number and warranty status.
- Use this information to determine appropriate troubleshooting paths (e.g., warranty repairs vs. self-help solutions).
- Document this information in the ticket for seamless handoffs to Level 2 or warranty teams if needed.
Next Week's Focus
- Practice model-specific troubleshooting: Study the official Linksys support pages for MX8500 Velop to memorize the correct pairing/add-child-node procedures.
- Implement a warranty/serial number checklist: Create a personal script to ensure you collect this critical information within the first 2 minutes of every call.
- Focus on closure hygiene: When technical issues remain unresolved, document clear next steps and set explicit follow-up actions rather than leaving calls in "pending" status.
- Balance troubleshooting with efficiency: For complex issues, quickly assess whether the problem requires escalation to Level 2 or can be resolved through guided self-help.
Technical Accuracy
Improvement
Improvement
Agent did not verify warranty status or collect serial number, which is critical for troubleshooting and follow-up.
Improvement
Call ended with technical_resolution_status as 'not_fixed' and operational_closure_status as 'pending_resolution', indicating unresolved customer issue.
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
Recurring pattern to address: The agent tends to default to physical button-based solutions even for devices where software/app-based methods are the supported approach. This pattern increases handle time and reduces first-contact resolution rates. Next coaching should focus on model-specific knowledge reinforcement and efficient closure practices.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00067263 | 2026-05-29 | 3.00 | INBOUND | MX8500 | NO TROUBLESHOOTING NEEDED | ⏳ Pending |