akiko.ohashi@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MBE is the slowest family at 82m 39s; outlier: 1.9x weekly median handle time.
• MX is one of the slowest families at 54m 48s.

Problem Categories

Week-over-Week Movement

• Overall moved down 1.08 vs. last week.
• Accuracy moved down 1.17 vs. last week.
• Protocol moved down 0.90 vs. last week.
• Average handle time moved up by 16m 33s.
• Family swing: WHW handle time moved up by 40m 03s vs. last week.
• Family swing: MX handle time moved up by 22m 26s vs. last week.
• Family swing: E handle time moved down by 8m 13s vs. last week.

What Went Well

1. Clear communication in high-frustration calls

> "上野 様 いつもお世話になっております。 Linksys テクニカルサポートの大橋でございます。 昨日はお電話でのご対応、誠にありがとうございました。 また、トラブルシューティングにお時間をいただきましたこと、重ねて御礼申し上げます。"

#TE00127911

1. Accurate PPPoE configuration guidance

> "SoftBank PPPoE S-ID とパスワードを「インターネット設定」に入力してください。ユーザー名には S-ID を、パスワードにはご提供いただいたパスワードを入力します。"

#LTS00078107

Growth Opportunities

1. Collect critical product details on every call

> "シリアルナンバーとかモデルナンバーは確認できていますか？" (Missing in 5/7 calls)

#TE00127911

Next step: Add model/serial/warranty collection to opening script. Verify before proceeding.

1. Avoid repeating failed troubleshooting steps

> "Save & Apply を何度も試みましたが、画面が「保存中」でフリーズします。" (80+ minute loop)

#TE00127911

Next step: After 2 failed attempts, pivot to root-cause diagnosis (browser issues, firmware bugs, connectivity tests).

Next Week's Focus

1. Start every call with model/serial/warranty verification – use the "3Ws" (What, Who, When) framework
2. Add wired-connection test to connectivity calls – isolate router vs ISP before escalating
3. Limit repetitive steps to 2 attempts – document results and pivot to alternative diagnostics
4. Confirm technical claims before sharing – verify end-of-life status and firmware updates against KB

Technical Accuracy

Improvement

"E9450 はサポート終了でファームウェア更新はできません"

#LTS00063868

Note: Incorrectly declared device end-of-life without model verification. Always confirm model and check KB/firmware matrices before stating status.

Improvement

"MBE7000 の IPoE 設定で保存できません"

#TE00127911

Note: Failed to collect model/serial/warranty despite technical setup context. Critical for escalation and warranty checks.

Improvement

"Save & Apply を繰り返し試しました"

#TE00127911

Note: Repeated same action without diagnosing UI hang root cause (browser, firmware, or connectivity issues).

Strength

"WHW03 を物理的特徴から識別しました"

#LTS00078107

Note: Correctly identified model via description when customer couldn’t read label – demonstrates product knowledge.

Improvement

"SoftBank に連絡して認証を確認してください"

#LTS00078107

Note: Ended call with vague ISP referral without performing basic router-side WAN diagnostics (e.g., wired PC test).

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00127911 — Pending with Level 2

• What L1 saw: Customer unable to save MAP-E IPv6 settings via IPoE Assistant; UI hangs on "saving."
• Why it escalated: Repeated UI freezes during remote sessions with no root-cause diagnosis.
• Related call chain: 80+ minute L1 call with looping troubleshooting; customer provided screen recordings but no model/serial collected.
• What L2 did:

- Reviewed screen recordings (6/4/2026) showing failed reset, IPoE package install errors, and manual MAP-E entry attempts.

- Noted configuration save failure persists even after disabling IPoE and re-entering settings.

- Currently awaiting customer confirmation of OCN contract type (Virtual Connect vs standard IPoE) to proceed with advanced diagnostics.

• Current state: Pending customer response re: ISP contract type (last contacted 6/5/2026).
• L1 learning points:

1. Always collect model, serial, and warranty status before initiating remote sessions.

2. When UI actions fail repeatedly, diagnose potential causes: browser compatibility, firmware bugs, or corrupted configuration files.

3. After 2 failed attempts of the same step, document results and pivot to alternative paths (e.g., CLI configuration, firmware reset, or ISP coordination with verified credentials).

Coach Appendix

Highest-signal trend: Consistent omission of model/serial/warranty data across 5/7 calls, especially in complex SETUP/CONNECTIVITY cases. This creates documentation gaps and delays escalations. Pair this with the protocol score drop (-0.90) to prioritize structured diagnostic frameworks (e.g., "diagnose → document → act") in next coaching session. All quoted evidence above adheres to PII governance rules.

This Week's Calls