albertdominic.roa@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MR is one of the slowest families at 40m 34s.
• MX is one of the slowest families at 17m 58s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.45 vs. last week.
• Accuracy moved up 0.67 vs. last week.
• Protocol moved up 1.00 vs. last week.
• Communication moved up 0.89 vs. last week.
• Average handle time moved up by 1m 36s.
• Family swing: MR handle time moved up by 31m 42s vs. last week.

What Went Well

• Accurate ticket verification and escalation

> "Okay. All done. I'll let me pull up the record. Okay. Um, yeah, um. How am I speaking with Jim Edwards? Okay. Thank you, Jim. Um, sir, uh, yeah, actually, you're"

#TE00132422

• Clear communication during escalation

> "your ticket has already been handled by the level two and um he actually tried to process a call back um but um he was routed to VM I think. Um okay Um Jim by the way sir yeah exactly. Um yeah yeah Jim. Um yeah by the way sir actually uh due to the volume of calls of the level two okay uh um that is why you've been routed to customer service department okay."

#TE00132422

Growth Opportunities

• Correct reset procedure guidance

> What better looks like: Use the 10-second reset button press for MR20EC instead of the 5-press method, which only applies to Cognitive Mesh devices.

#RR00013214

• Collect critical case details

> What better looks like: Always collect the serial number during setup calls and ensure active customer engagement before ending calls.

#TE00131245 and #RR00013214

Next Week's Focus

1. Practice the correct reset procedure for MR20EC (10-second button press) and verify understanding with the customer.
2. Implement a standard script to collect serial numbers and other critical details at the start of setup calls.
3. Use active listening techniques to prevent premature call closures—confirm next steps and schedule follow-ups when needed.
4. Review escalation documentation to ensure all necessary information is captured before handing off to Level 2.

Technical Accuracy

Improvement

Incorrectly instructed 5-press reset method on MR20EC, which is not supported. Correct method is 10-second press of reset button.

#RR00013214

Improvement

Failed to collect serial number during MR20EC setup call, which is required for warranty and case documentation.

#RR00013214

Improvement

Call abandoned after minimal effort with no customer interaction, troubleshooting, or next-step guidance provided.

#TE00131245

Strength

Accurate ticket verification and clear escalation communication during callback request.

#TE00132422

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131245 — Pending with Level 2

• What L1 saw: MX8500 child node disconnected, showing blinking red light. L1 attempted reset and provided email instructions for logs but received no customer response.
• Why it escalated: Customer did not respond to L1’s instructions, and the case was marked for callback.
• Related call chain: This was a new escalation after a previous attempt by another L1 agent, who also failed to engage the customer.
• What L2 did: L2 reviewed the case, noted the lack of customer response, and planned a callback to retry troubleshooting. They emphasized the need for the customer to provide logs and perform specific steps (e.g., checking IP address, accessing sysinfo.cgi).
• Current state: Pending callback; L2 awaiting customer response to proceed with isolation and potential firmware update or replacement.
• L1 learning points:

1. When a customer is unresponsive, document all steps taken and clearly outline next actions in the case notes.

2. For MX8500 issues, always collect the serial number, firmware version, and any error logs to expedite L2 diagnosis.

3. If a customer cannot be reached, schedule a callback and ensure the case is properly documented for L2 continuity.

#TE00132422 — Resolved by Level 2

• What L1 saw: Customer unable to add a new MX6200 node to an existing mesh network. L1 collected basic info and escalated after failing to resolve.
• Why it escalated: L1 was unable to add the node despite basic troubleshooting and needed L2 expertise for mesh pairing.
• Related call chain: This was a follow-up call from the customer after an earlier unresolved interaction with another L1 agent. The customer requested a callback from L2.
• What L2 did: L2 reviewed the case, confirmed the customer had provided proof of purchase and serial number, and performed remote troubleshooting. They verified the parent node’s firmware, guided the customer through the add-node process, and confirmed successful connection with solid blue LEDs.
• Current state: Resolved; the network is fully functional.
• L1 learning points:

1. For mesh setup issues, always confirm the parent node’s firmware is up to date and collect the serial number early.

2. When escalating, provide L2 with all troubleshooting steps already performed, including any error messages or LED behaviors observed.

3. Maintain clear and empathetic communication, especially when the customer is frustrated—reassure them of L2’s expertise and provide a specific callback window.

Coach Appendix

The highest-signal weekly trend was the need for improved protocol adherence, especially in reset procedure guidance and case detail collection. Both the abandoned call and the MR20EC setup call highlighted gaps in collecting critical information (e.g., serial numbers) and applying product-specific troubleshooting steps. Focus in the next coaching conversation should reinforce the importance of active customer engagement, accurate documentation, and correct product-specific procedures to reduce escalations and improve resolution rates.

This Week's Calls