xiaoge.ji@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 15m 8s; outlier: 1.6x weekly median handle time.
• MR is one of the slowest families at 3m 56s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.17 vs. last week.
• Accuracy moved down 0.33 vs. last week.
• Protocol moved down 0.67 vs. last week.
• Communication moved down 0.33 vs. last week.
• Average handle time moved down by 3m 24s.

What Went Well

• Product model identification:

> I haven't been able to receive it, so I don't want to find out where the error is. Should I call there and tell them I have an LTS number and they'll accept it? Because I refreshed again for a long time and it's still not there.

#PR00130372

The agent correctly identified and confirmed the product model (MR7500) during the call, which is relevant for hardware fault handling.

Growth Opportunities

• Technical troubleshooting omission:

> If you sent an email to us today, we would have the account password, right?

#PR00130372

What better looks like: For non‑responsive routers, always attempt basic power-cycle and adapter checks before escalating. Verify the power LED behavior, confirm the adapter is securely connected, and try a hard reset if needed. Document findings before handing off.

• Incorrect product identification:

> How many mice do you have?

#LTS00130812

What better looks like: Confirm the exact product model early in the call using the customer’s description or visible labels. Avoid assumptions (e.g., calling a router a “mouse”) and verify before proceeding with troubleshooting.

Next Week's Focus

1. Start every hardware call with a quick product verification: Ask for the exact model name/number and confirm it matches the customer’s device.
2. Add a power-cycle step to every router troubleshooting flow: Instruct customers to unplug, wait 10 seconds, and replug the power adapter.
3. Document serial numbers and warranty details before escalation: This speeds up L2 handoffs and reduces repeat contacts.
4. Practice concise escalation notes: Include symptoms, steps already tried, and customer sentiment to give L2 a clear picture.

Technical Accuracy

Improvement

Agent failed to perform any troubleshooting for a non-responsive router (power LED issue). No power-cycle or adapter check was attempted.

#PR00130372

Improvement

Severe product misidentification led to incorrect troubleshooting instructions and customer confusion.

#LTS00130812

Improvement

Agent directed customer to call PAT DATA without providing a case number or confirming the correct escalation path, leaving the customer to restart the process.

#PR00130372

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#PR00130372 — Updated

• What L1 saw: Customer reported a router power LED not lighting after plugging in the adapter; device suddenly stopped working. L1 confirmed the email address, resent a missing email, and escalated the hardware-failure case to TagBeta without performing any troubleshooting or collecting product details.
• Why it escalated: The case was escalated due to the customer’s frustration over not receiving an RMA email and the lack of progress from L1.
• Related call chain: This was part of a multi-call chain involving multiple agents. The initial call was closed pending email receipt, and subsequent calls involved escalation and redirection without resolution.
• What L2 did: L2 updated the case status and directed the customer to contact TagBeta for hardware replacement. No further technical diagnosis or resolution steps were documented.
• Current state: The case is marked as “Updated,” indicating it is awaiting customer action.
• L1 learning points:

1. Always collect product model, serial number, and warranty information before escalating hardware issues.

2. Perform basic troubleshooting (power-cycle, adapter check) for non‑responsive routers to rule out simple fixes.

3. Provide clear escalation instructions, including case numbers and next steps, to avoid customer confusion.

Coach Appendix

• The week’s most significant trend is inconsistent protocol adherence, especially in hardware troubleshooting and product identification. Focus on building a repeatable troubleshooting framework for MX and MR series routers, emphasizing early model confirmation and basic power/LED diagnostics.
• The MX2000 setup call stands out as an extreme handle-time outlier with across-the-board low scores; this highlights a need for targeted training on setup flows for this product family.
• All evidence above reflects the agent’s current performance patterns and does not introduce new quotes beyond those already surfaced.

This Week's Calls