jane.reambonanza@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 the slowest family at 76m 6s; outlier: 2.7x weekly median handle time.
• EA is one of the slowest families at 34m 39s.

Problem Categories

Week-over-Week Movement

• Overall moved down 1.19 vs. last week.
• Accuracy moved down 1.18 vs. last week.
• Protocol moved down 0.64 vs. last week.
• Average handle time moved down by 4m 02s.

What Went Well

Persistence in troubleshooting

Agent remained patient and continued to attempt assistance despite multiple obstacles (Call ID: 774debfc-5ece-11f1-b2f8-42010a660053).

#LTS00131729

Growth Opportunities

Technical accuracy and protocol adherence

Agent provided incorrect default admin password ('admin admin') and unsupported sysinfo URL (Call ID: 71736f82-5dd8-11f1-a7f0-42010a660053).

#GI00131461

What better looks like: Always verify default credentials against KB and use supported diagnostic tools.

Failure to collect essential device details

No collection of product model, serial number, or warranty status in multiple calls despite troubleshooting hardware issues (Call IDs: 71736f82-5dd8-11f1-a7f0-42010a660053, 03f5d152-5e05-11f1-98ec-42010a623f91, 3b01e356-5e0b-11f1-b21e-42010a62006f).

#GI00131461

What better looks like: Ask for and record model, serial, and warranty status early in every call to enable accurate troubleshooting and warranty checks.

Next Week's Focus

• Collect model, serial number, and warranty status in every call — this enables accurate troubleshooting and avoids misdirected advice.
• Verify default credentials against KB before providing them — prevents security risks and builds customer trust.
• Use only supported diagnostic tools (e.g., myrouter.local, not myrouter.com) — ensures reliable access and avoids confusion.
• Document all troubleshooting steps and outcomes in HappyFox — improves continuity and reduces repeat contacts.

Technical Accuracy

Improvement

Agent provided incorrect default admin password ('admin admin') and unsupported sysinfo URL for the customer's router model (Call ID: 71736f82-5dd8-11f1-a7f0-42010a660053).

#GI00131461

Improvement

Agent initiated paid support before performing any troubleshooting, violating protocol and creating customer distrust (Call ID: 3b01e356-5e0b-11f1-b21e-42010a62006f).

#GI00132169

Improvement

Agent used unauthorized remote-support platform (join.zoho.com) and failed to follow standard printer-setup troubleshooting (Call ID: f2c48630-60de-11f1-ab87-42010a660053).

#TE00132294

Improvement

Agent provided factually incorrect warranty extension information without verifying model or warranty status (Call ID: ba3f5d96-5e2a-11f1-ba6f-42010a62006f).

#LTS00131757

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#GI00132169 — Resolved by Level 2

• What L1 saw: Customer reported Wi-Fi password rejection on some devices after a Spectrum upgrade, with nodes appearing as a guest network. L1 identified the unit as out-of-warranty, recommended a full factory reset and re-pairing via 5-press or web UI, and promised to email instructions to a likely incorrect address. No model/serial was collected, no case was documented, and no resolution was confirmed.
• Why it escalated: Escalation trigger was not explicit in the available notes.
• Related call chain: This was a repeat contact; L1 closed the earlier call with an ISP referral, vague next step, and unresolved status, requiring L2 to continue the case.
• What L2 did: L2 performed a full factory reset and re-pairing of mesh nodes, verified connectivity, and confirmed resolution. L2 also collected model and serial number, documented the case, and provided clear next steps.
• Current state: The case is resolved.
• L1 learning points:

- Always collect model, serial number, and warranty status before giving device-specific advice.

- Verify email addresses before sending critical follow-up instructions.

- Confirm resolution and obtain customer acknowledgment of next steps before closing.

#TE00132294 — Resolved by Level 2

• What L1 saw: Customer reported inability to connect a printer to a new MX4200 router. L1 used an unauthorized remote-support platform (join.zoho.com), provided no correct printer-setup guidance, and failed to collect essential device information, resulting in customer abandonment of the product.
• Why it escalated: Customer requested escalation after L1 refused assistance, stating printer is a third-party device.
• Related call chain: This was a repeat contact; L1 closed the earlier call with an unresolved status and no self-help resources provided.
• What L2 did: L2 offered remote access via supported methods, educated the customer on Linksys support limitations for third-party devices, and recommended contacting HP support with provided Wi-Fi settings. L2 also verified router connectivity and ensured the customer understood next steps.
• Current state: The case is resolved.
• L1 learning points:

- Use only supported remote-access tools (e.g., Linksys-approved platforms).

- Clearly communicate support limitations for third-party devices and provide self-help resources.

- Collect essential device information (model, serial number) even when dealing with third-party devices.

Coach Appendix

• Highest-signal weekly trend: Persistent issues with technical accuracy (incorrect default passwords, unsupported URLs, unauthorized tools) and failure to collect essential device details (model, serial number, warranty status). These patterns led to unresolved cases and customer frustration.
• Recurring technical or process pattern: Need to improve adherence to protocol (e.g., verifying default credentials, using supported diagnostic tools, collecting device details) and documentation quality (e.g., ensuring all troubleshooting steps and outcomes are recorded in HappyFox).

This Week's Calls