john.pagurayan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 110m 35s; outlier: 2.5x weekly median handle time.
• MR is one of the slowest families at 44m 18s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.58 vs. last week.
• Accuracy moved up 1.00 vs. last week.
• Protocol moved down 0.33 vs. last week.
• Communication moved up 1.17 vs. last week.
• Average handle time moved up by 11m 46s.

What Went Well

Effective customer information collection

"Okay, Thank you. alright, what trouble shooting steps have you done so far before calling? I can hear you. Okay. Like you press the reset uh button. The red button of this router for how long? Uhm can you try to check if the default WiFi name of this router is showing up on your List"

#LTS00131145

The agent systematically gathered customer details (name, phone, email, model, serial) before diving into troubleshooting, creating a solid foundation for resolution.

Growth Opportunities

Avoid premature paid-support gating

"For out of warranty products, paid support please have your device's serial number and contact information ready, if unavailable, kindly call back later."

#LTS00131145

Before attempting any troubleshooting, the agent introduced paid support—even for issues likely solvable with basic steps. Next week: Complete at least one verified troubleshooting branch (reset, power-cycle, cable check) before mentioning paid options.

Verify product model and warranty before proceeding

"For out of warranty products, paid [and]. Please have your device's serial number and contact information ready."

#LTS00113870

The agent declared the device out of warranty without confirming the model or serial number, leading to an unresolved call. Next week: Always collect model/serial first, then verify warranty status via internal tools before proceeding.

Next Week's Focus

• Start every call with model/serial collection—this prevents misdirected troubleshooting and warranty misstatements.
• Complete one verified fix before mentioning paid support—e.g., power-cycle modem/router, test with Ethernet, reset to defaults.
• Use only approved remote tools—Zoho sessions are not permitted; switch to Linksys-approved remote assistance when needed.
• Summarize next steps clearly before closing—especially when follow-up is required (e.g., “Please reposition the downstairs node and reply with signal strength after 24 hours”).

Technical Accuracy

Improvement – Failed to collect product model number, a critical omission for any technical support call. This prevented accurate troubleshooting and warranty verification.

#LTS00113870

Improvement – Prematurely introduced paid support before attempting any troubleshooting, creating unnecessary friction with a vulnerable customer.

#LTS00131145

Improvement – Used non‑standard remote access (Zoho) instead of approved Linksys remote tools, which is a protocol violation.

#LTS00073069

Strength – Correctly diagnosed physical connectivity and performed proper sequential power-cycle (modem first, then router), which resolved the issue.

#LTS00131145

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 highest-signal trend is inconsistent protocol adherence—agents sometimes skip critical upfront data collection (model/serial) and prematurely gate paid support. This compounds into longer handle times and lower resolution rates, especially on MX mesh cases. Focus next week on disciplined upfront triage (model → warranty → basic connectivity checks) before proceeding.

This Week's Calls