dorothybelle.oraiz@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 37m 56s; outlier: 3.5x weekly median handle time.
• MX is the slowest family at 34m 15s; outlier: 3.2x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.23 vs. last week.
• Accuracy moved up 0.37 vs. last week.
• Communication moved up 0.18 vs. last week.
• Average handle time moved down by 11m 19s.
• Family swing: MX handle time moved down by 15m 25s vs. last week.
• Family swing: MR handle time moved down by 6m 08s vs. last week.
• Family swing: EA handle time moved up by 4m 13s vs. last week.

What Went Well

1. Accurate model-specific guidance

> “Provided accurate, model-specific pairing instructions consistent with Linksys KB.”

#LTS00132139

1. Polite and professional tone

> “Maintained a polite and patient tone despite customer confusion and interruptions.”

#LTS00131747

Growth Opportunities

1. Correct reset and pairing guidance

> “Provided wrong reset time (20 seconds instead of ~10 seconds) at [16:00]. Suggested 5-press pairing method for WHW03, which is not applicable per KB.”

#LTS00131747

Next step: Reference KB reset durations (e.g., 10s for Velop) and confirm mesh type before pairing.

1. Collect critical product details upfront

> “Failed to collect product model number, a critical omission for hardware support.”

#LTS00131949

Next step: Add model/serial collection to IVR and opening script; validate against KB before troubleshooting.

Next Week's Focus

• Verify reset durations and pairing methods against KB before guiding customers.
• Always collect model/serial numbers in the first 30 seconds of calls.
• Improve closure hygiene: Confirm resolution, schedule follow-ups for unresolved cases, and document next steps clearly in HappyFox.
• Reduce handle time on SETUP/CONNECTIVITY by leveraging self-help KB articles earlier in the call.

Technical Accuracy

Improvement

“Incorrectly stated that linksyssmartwifi.com is discontinued, directly contradicting KB guidance.”

#LTS00131949

Note: Remote cloud management remains supported; redirect customers to linksyssmartwifi.com for account resets.

Improvement

“Provided fraudulent registration URL 'register.Lynsxs.com' (not a valid Linksys domain).”

#LTS00131760

Note: Use only official Linksys registration URLs (e.g., register.linksys.com).

Improvement

“Failed to guide customer through correct cloud account password recovery steps (recovery key or linksyssmartwifi.com).”

#GI00131926

Note: Always offer recovery key retrieval or linksyssmartwifi.com login as first-line password recovery.

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

• Top Trend: Protocol gaps in model/serial collection and KB accuracy caused prolonged handle times, especially for WHW/MX products.
• Recurring Pattern: Incorrect technical guidance (reset durations, pairing methods) led to unresolved issues and customer frustration. Focus on KB validation before next coaching session.
• Evidence: See “Growth Opportunities” and “Technical Accuracy” sections for specific call examples.

This Week's Calls