mikaelhjoshua.anasco@concentrix.com — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 3 | 12m 10s | MX6200 | CONNECTIVITY | 3 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 3 |
| Protocol | 1.00 | 3 |
| Communication | 1.67 | 3 |
| Overall | 1.30 | 3 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| WRT | 1 | 23m 4s | 1.10 | 1.00 | 1.00 | 2.00 | Outlier: 3.2x weekly median handle time |
| MX | 1 | 7m 9s | 1.50 | 4.00 | 1.00 | 1.00 | |
| MR | 1 | 6m 16s | 1.30 | 1.00 | 1.00 | 2.00 |
Key Observations
- WRT is the slowest family at 23m 4s; outlier: 3.2x weekly median handle time.
- MX is one of the slowest families at 7m 9s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 3 | 12m 10s | 1.30 | 2.00 | 1.00 | 1.67 | ✓ |
Week-over-Week Movement
- Overall moved down 0.93 vs. last week.
- Protocol moved down 0.70 vs. last week.
- Communication moved down 0.66 vs. last week.
- Average handle time moved down by 12m 13s.
- Family swing: MX handle time moved down by 26m 37s vs. last week.
- Family swing: MR handle time moved down by 22m 16s vs. last week.
What Went Well
No strengths were identified in the insights data for this week.
Growth Opportunities
Language Support Protocol Adherence
I'm sorry, sir but I cannot converse in Spanish. We can only converse through English, sir. We don't have a Spanish representative. I'm sorry, but I will try to understand what's the issue, if or is there anyone who can speak English there?
* What to do better: When customers request support in another language, follow the language-support protocol: offer to transfer to a bilingual representative, provide self-help resources in the requested language if available, or arrange for a translation service. Document the language preference in the case notes and ensure the customer understands the next steps.
Technical Troubleshooting Accuracy
Attempted to initiate remote session via join.zoho.com (unsupported third-party service).
* What to do better: Use only approved Linksys remote-assistance tools. When facing a red-light mesh node, follow the universal_mesh_full_rebuild KB: perform a 5-press reset on the parent node, wait for the mesh to rebuild, and verify connectivity before proceeding with further diagnostics. Avoid unsupported third-party services.
Next Week's Focus
- Language-support protocol: Practice scripted phrases for language requests and ensure all customers receive a clear, documented next step.
- Mesh node recovery: Memorize the universal_mesh_full_rebuild KB steps and practice them during training to build muscle memory.
- Product identification: Always verify the exact product model and serial number before discussing warranty status or troubleshooting steps.
- Closure hygiene: End every call with a documented next step, whether it’s a callback, self-help resource, or escalation — never leave the customer without direction.
Technical Accuracy
Improvement
Agent refused to provide Spanish support despite customer request, violating language-support protocol. No product details or troubleshooting performed. Call ended without resolution or next steps.
Improvement
Agent used unsupported third-party remote-access URL (join.zoho.com) instead of approved Linksys procedures. Failed to follow universal_mesh_full_rebuild KB for node reset/pairing despite red-light symptom. No valid troubleshooting completed.
Improvement
Agent incorrectly identified product model as VLP-01 without customer confirmation. Provided false warranty/support status claim. Recommended invalid 5-press pairing method for VLP series. No valid troubleshooting performed.
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: All three calls involved connectivity issues with unresolved outcomes. Key patterns include language-support protocol breaches, unsupported third-party tool usage, and incorrect product identification leading to invalid troubleshooting guidance. Focus next week on reinforcing language-support scripts, approved remote-assistance tools, and accurate product verification before troubleshooting.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130249 | 2026-06-01 13:49:01+00:00 | 1.50 | INBOUND | MX6200 | CONNECTIVITY | — |
| #LTS00060763 | 2026-06-01 18:39:44+00:00 | 1.10 | OUTBOUND | WRT54GS2-4A | CONNECTIVITY | ↻ Callback set |
| #LTS00090054 | 2026-06-03 01:10:40+00:00 | 1.30 | INBOUND | MR9600 | CONNECTIVITY | — |