rhea.canazares@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 |
|---|---|---|---|---|---|
| 1 | 35m 43s | MX2000 | CONNECTIVITY | 1 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 2.80 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 35m 43s | 2.80 | 1.00 | 2.00 | 2.00 |
Key Observations
- MX is one of the slowest families at 35m 43s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 35m 43s | 2.80 | 1.00 | 2.00 | 2.00 | ✓ |
Week-over-Week Movement
- Improve accuracy in providing correct technical information (e.g., router IP address).
- Follow model-specific troubleshooting protocols for mesh systems.
- Collect necessary customer information (serial number, warranty status) during calls.
What Went Well
- Acknowledged customer frustration and guided speed testing
The agent recognized the customer's frustration around slow wireless speeds and guided them through speed tests to establish a baseline for comparison.
Growth Opportunities
- Provide correct router IP address and follow mesh-specific troubleshooting
The agent provided an incorrect router IP address and missed key mesh-specific troubleshooting steps (e.g., node reset, channel scan, placement check). Moving forward, always verify the correct admin URL (e.g., 192.168.1.1 or myrouter.local) and follow the MX mesh troubleshooting guide step-by-step.
- Collect essential customer information (serial number, warranty status)
Despite the context of paid support, the agent did not collect the serial number or verify warranty status. Always gather this information early to ensure proper support eligibility and documentation.
Next Week's Focus
- Practice mesh-specific troubleshooting flows — Review and rehearse the MX mesh troubleshooting guide, especially node reset procedures, channel scans, and optimal node placement tips.
- Verify router admin access details — Confirm the correct admin URL/IP before sharing it with the customer and cross-check against the KB.
- Standardize information collection — Begin every paid support call by asking for the serial number and confirming warranty status; document this in the ticket.
- Set clear follow-up expectations — When customers self-declare resolution, schedule a formal callback or follow-up to verify that the issue remains resolved.
Technical Accuracy
Improvement
Provided wrong admin URL/IP address ([REDACTED_PHONE]) at [24:00], contradicting KB (should be [REDACTED_PHONE] or myrouter.local).
No serial number, warranty status, or case documentation collected despite paid support context.
Improvement
Failed to follow mesh-specific troubleshooting guide (e.g., node reset, channel scan, placement check).
No dedicated technical accuracy signals were extracted this week. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns.
Coaching Moments
Strength
The agent acknowledged the customer's frustration and guided them through speed tests to establish a baseline for comparison. This helped the customer feel heard and provided measurable data to work from.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
- The week’s single call highlights a critical need for improved technical accuracy and adherence to mesh-specific troubleshooting protocols. Focus on correct information delivery (e.g., router IP addresses) and systematic data collection (serial number, warranty status) to strengthen first-contact resolution capabilities.
- The agent’s strengths in customer acknowledgment and guided testing should be reinforced, while technical gaps in mesh troubleshooting and information gathering require targeted practice and KB review.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00025571 | 2026-06-04 18:52:03+00:00 | 2.80 | INBOUND | MX2000 | CONNECTIVITY | ✓ Likely resolved |