josephmycko.balindres@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 | 8m 52s | MX2000 | SETUP | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 1.00 | 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 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 |
Key Observations
- MX is one of the slowest families at 8m 52s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 | ✓ |
Week-over-Week Movement
- Overall moved up 0.90 vs. last week.
- Accuracy moved down 2.00 vs. last week.
- Protocol moved down 1.00 vs. last week.
- Communication moved up 1.00 vs. last week.
- Average handle time moved down by 4m 28s.
- Family swing: MX handle time moved down by 12m 38s vs. last week.
What Went Well
Polite and patient communication
The agent maintained a respectful, patient tone throughout the interaction, which helped keep the customer engaged despite technical complexities.
#LTS00099614
Welcome to linksy support. To ensure quality service, your, or may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues.
Growth Opportunities
Technical accuracy in LED interpretation
What better looks like:
- Reference KB definitions for mesh node LEDs: solid blue/teal = successful connection, green = not a standard readiness state.
- Avoid stating “green means ready for setup” — this misguides customers and creates unnecessary follow-up.
#LTS00099614
all right so right now the light of the child node that you wanted to connect is green okay so that means that it's ready for setup
Protocol adherence for mesh troubleshooting
What better looks like:
- Capture product model numbers before proceeding with troubleshooting — essential for firmware checks, warranty validation, and accurate KB application.
- Document every interaction in HappyFox (ticket creation, customer details, serial numbers) to ensure continuity and compliance.
Next Week's Focus
- Start every mesh call by confirming the exact product model and serial number — write them into the case before proceeding.
- Cross-check LED states against the official mesh KB before explaining status to the customer.
- Close cases with a documented next step (e.g., “Customer will relocate node; stability confirmed on desk”).
- If a node fails to pair, walk through the full reset/repair flow (main node reset → 3‑5 minute wait → child node reboot) and verify post-move stability.
Technical Accuracy
Improvement
No transcript quote available
Agent incorrectly stated that a green LED means the node is ready for setup ([03:00]). This contradicts KB guidance, which specifies solid blue/teal for successful mesh connection. Green is not a standard state for pairing readiness in Lynx US systems.
#LTS00099614
Improvement
No transcript quote available
Agent failed to collect the product model number despite asking for it ([02:00]), which is critical for mesh troubleshooting and warranty eligibility.
#LTS00099614
Improvement
No transcript quote available
No case was created or referenced, and no customer contact details (email, phone) were captured, violating basic support protocol.
#LTS00099614
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 trend: The single MX2000 SETUP case reveals a pattern of technical inaccuracies (LED misinterpretation, missing model data) compounded by protocol lapses (no case documentation). This combination drove both low accuracy/protocol scores and extended handle time. Focus next week on tightening upfront data capture and KB alignment before proceeding with troubleshooting steps.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00099614 | 2026-05-26 | 3.00 | INBOUND | MX2000 | SETUP | ✓ Likely resolved |