josephmycko.balindres@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is one of the slowest families at 36m 49s.

Problem Categories

Week-over-Week Movement

• Overall moved down 1.10 vs. last week.
• Accuracy moved up 2.50 vs. last week.
• Protocol moved up 0.50 vs. last week.
• Communication moved down 1.00 vs. last week.
• Average handle time moved up by 27m 57s.
• Family swing: MX handle time moved up by 27m 57s vs. last week.

What Went Well

1. Product model identification

You correctly identified the MX5500 mesh system based on customer input, which is essential for targeted troubleshooting. This prevented wasted time on irrelevant solutions.

> "Okay. Alison have your phone number. Let me try to like pull up your record. Um, yes. And the model number is, sir, you can check the model number that's on right below linkages."

#LTS00086176

Growth Opportunities

1. Technical guidance accuracy

What better looks like: Provide precise, model-specific instructions that match Linksys knowledge base guidelines. For MX5500 devices, always direct customers to use myrouter.local (not phone numbers) for web interface access, and verify browser compatibility before proceeding.

> "Agent incorrectly instructed use of [REDACTED_PHONE] for MX5500 (should be myrouter.local per KB)."

#LTS00086176

1. Case documentation and follow-up

What better looks like: Create a HappyFox case for every troubleshooting interaction, document warranty status, and schedule concrete follow-ups (date/time) when resolution isn't achieved. This ensures continuity and prevents abandoned calls.

> "No case was created or referenced, and warranty status was not discussed despite troubleshooting need. Callback was offered but not scheduled or confirmed."

#LTS00086176

Next Week's Focus

• Verify model-specific access points before guiding customers to web interfaces (e.g., MX5500 = myrouter.local, not phone numbers)
• Create a HappyFox case on the first call for any troubleshooting interaction, even if resolution isn't immediate
• Schedule concrete callbacks with date/time when issues remain unresolved, rather than offering vague "call back soon" promises
• Check warranty status early in complex troubleshooting to determine appropriate support pathways

Technical Accuracy

Improvement

No quote available

Agent incorrectly instructed use of [REDACTED_PHONE] for MX5500 (should be myrouter.local per KB).

#LTS00086176

Improvement

No quote available

No case was created or referenced, and warranty status was not discussed despite troubleshooting need. Callback was offered but not scheduled or confirmed.

#LTS00086176

Improvement

No quote available

No agent interaction occurred; the call was effectively abandoned after the automated greeting.

#LTS00086176

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

Highest-signal weekly trend: The dramatic increase in handle time (27m 57s vs. prior week) coupled with dropped overall scores indicates inefficient troubleshooting paths for MX5500 setup issues. Protocol adherence needs strengthening while maintaining the strong accuracy foundation.

Key pattern for next coaching: Technical guidance errors (using incorrect access points) and documentation gaps appear linked to the time pressure in longer calls. Focus on building model-specific confidence before complex troubleshooting to prevent these issues.

This Week's Calls