analou.mahinay@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• OTHER is one of the slowest families at 53m 14s.

Problem Categories

Week-over-Week Movement

• Improve protocol adherence, especially in escalation and case documentation.
• Enhance technical accuracy and device verification to avoid fabricated information.
• Reduce handle time by minimizing unexplained hold periods and improving troubleshooting efficiency.

What Went Well

• Polite communication: The agent maintained a respectful and empathetic tone, especially when acknowledging the customer's time and effort.

> "Dwayne, um, I hope we can do that right right now, okay? Because I'm going to capture um some network logs if ever that arises. Is that okay? So that I can report 'em. Mhm. Yep. for sure, let me ask you this."

• Systematic troubleshooting: In the outbound call, the agent methodically isolated the issue by disconnecting devices one by one, eventually identifying the Sonos device as the likely culprit.

> "Perfect. Okay. Now, before you connect that computer, sir, uh, is that going to be a desktop or a laptop? Uh, well, we can, um, do you have a Mac computer, or a Windows 11, Windows 10? Okay, we're going to start with that, okay? Um, is, this is a desktop, right? Or Mac uh, laptop? Desktop, okay."

Growth Opportunities

• Protocol adherence and escalation accuracy: The agent needs to consistently create or reference a HappyFox case number, collect essential details (serial number, warranty status), and confirm Level-2 availability before promising callbacks. This ensures proper documentation and sets realistic expectations.

> "Your record, sir, this is Dwayne Hall. And the email address is, [REDACTED] So, alright. You have an MBE 7000. Did you receive an email from one of our level two technicians, because I believe he sent you an email, sir. Um, he's been trying to call you actually, uh on this number, [REDACTED]. Is that the number?"

• Technical accuracy and device verification: The agent must avoid fabricating device information and instead verify product models, serial numbers, and configurations before proceeding with troubleshooting or escalation. This builds trust and ensures accurate escalation.

> "Right, let me just pull up your record. All right. This is Andrew Dwayne, Paul, and email address is your first name, [REDACTED] And the device is an M97 Harry iPhone. Okay. okay."

Next Week's Focus

1. Always collect and verify: Before any escalation, confirm the product model, serial number, and warranty status. Document these in the case notes.
2. Create or reference a case: Ensure every escalation or complex issue has a HappyFox case number. This provides a clear audit trail and helps Level-2 technicians.
3. Set realistic expectations: Only promise callbacks after confirming Level-2 availability. If uncertain, tell the customer you'll follow up once details are confirmed.
4. Minimize unexplained holds: Use holds sparingly and always provide updates. If you need to place a customer on hold, explain why and how long it will be.

Technical Accuracy

Improvement

Agent provided wrong remote-access URL (join.me.zoho.com) instead of correct local router URL or Zoho domain.

Note: Using an incorrect remote-access URL can prevent the customer from connecting and delays resolution. Always verify the correct access method before proceeding.

#LTS00024595

Improvement

Agent fabricated device information ('M97 Harry iPhone'), which is not a valid Linksys product.

Note: Fabricating device details leads to misdirected troubleshooting and erodes trust. Always verify the exact product model and version with the customer.

#LTS00024595

Improvement

Agent failed to collect serial number, warranty status, or create/reference a case number despite escalation request.

Note: Missing critical information makes escalation inefficient and can cause repeat contacts. Collect these details early in complex cases.

#LTS00024595

Strength

Agent systematically isolated the issue by removing wired devices one by one, identifying Sonos as the likely culprit.

Note: Methodical isolation helps pinpoint the root cause and avoids unnecessary steps.

#LTS00024595

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 was frontline-heavy with all calls handled in the LTS queue. The agent struggled with protocol adherence during escalations and occasionally fabricated device details, leading to unresolved cases and low protocol scores. Focus next week on rigorous case documentation, accurate device verification, and realistic callback promises to improve closure rates and customer trust.

This Week's Calls