alvin.edio@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 22m 24s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.47 vs. last week.
• Accuracy moved down 1.00 vs. last week.
• Protocol moved down 0.75 vs. last week.
• Communication moved up 0.50 vs. last week.
• Average handle time moved up by 8m 33s.

What Went Well

• Polite tone and customer information collection

> "Okay. Thank you."

> "May I have your phone number in case we get disconnected?"

Collected essential customer information (serial number, phone, email) and maintained a polite tone throughout the call.

#LTS00060212

Growth Opportunities

• Technical accuracy and troubleshooting gaps

> "Suggested uninstalling and reinstalling the Linksys app"

> "Advised 10-second hard reset of the extender"

What better looks like: Use documented recovery procedures (e.g., five-digit recovery key for MR9000 app login, correct reset method for extenders). Avoid generic “wait 24‑48 hours” advice—provide concrete next steps and verify resolution before closing.

#LTS00060212 | #GI00123015

• Protocol adherence and case management

> "Did not collect product model/serial number or verify warranty status"

> "Did not establish or document a HappyFox case"

What better looks like: Always collect model/serial number, verify warranty status, and document every case in HappyFox. Use the case as a reference for follow-up and escalation decisions.

#GI00123015

Next Week's Focus

1. Start every call with model/serial number collection — this is the foundation for accurate troubleshooting and documentation.
2. Reference KB articles before suggesting resets — especially for extenders and app login issues; use the exact recovery steps prescribed.
3. Confirm resolution before closing — verify the customer can log in, connect, or access the service; document the outcome in HappyFox.
4. Limit “wait and see” guidance — if a wait is advised, pair it with a specific follow-up action (e.g., “Please test after 24 hours and reply to the ticket if unresolved”).

Technical Accuracy

Improvement

None extracted

Incorrectly guided through 5-press reset sequence (not applicable to range extenders). Applied wrong technical procedure for the device family.

#GI00123015

Improvement

None extracted

Failed to use documented password-recovery procedure (five-digit recovery key) for MR9000 app login issue. Provided generic 'wait 24-48 hours' advice instead of actionable troubleshooting.

#LTS00060212

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 most significant trend is a sharp decline in accuracy and protocol scores, driven by incomplete troubleshooting and missing documentation. Focus next week on disciplined information gathering (model/serial, warranty) and strict adherence to KB-guided steps before advising resets or wait periods.
• The two calls share a pattern of unresolved technical issues due to skipped validation steps (router status, admin password, extender model). Reinforce the “verify before you advise” habit.

This Week's Calls