akiko.ohashi@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 6 | 20m 21s | MX5500 | HARDWARE | 5 | — |
Work Mix Lens
- Frontline-heavy week: 6 LTS queue calls vs 0 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 4.20 | 6 |
| Protocol | 2.50 | 6 |
| Communication | 2.70 | 6 |
| Overall | 3.32 | 6 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| LN | 1 | 36m 15s | 3.00 | 4.00 | 2.00 | 2.00 | Outlier: 1.5x weekly median handle time |
| MX | 3 | 32m 22s | 3.43 | 4.67 | 2.67 | 2.67 | |
| E | 1 | 15m 38s | 3.10 | 2.00 | 3.00 | 4.00 | |
| WHW | 1 | 3m 9s | 3.50 | 5.00 | 2.00 | 2.00 |
Key Observations
- LN is the slowest family at 36m 15s; outlier: 1.5x weekly median handle time.
- MX is one of the slowest families at 32m 22s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| HARDWARE | 2 | 35m 50s | 3.15 | 4.50 | 2.50 | 2.50 | |
| CONFIGURATION | 2 | 25m 56s | 3.05 | 3.00 | 2.50 | 3.00 | |
| SETUP | 1 | 57m 55s | 4.00 | 5.00 | 3.00 | 3.00 | |
| NO TROUBLESHOOTING NEEDED | 1 | 3m 9s | 3.50 | 5.00 | 2.00 | 2.00 |
Week-over-Week Movement
- Improve protocol adherence (case documentation, product details collection).
- Reduce repetitive scripted phrases to enhance communication clarity.
- Ensure technical accuracy in guidance (router IP, password restrictions).
What Went Well
- Accurate technical guidance on password separation
> “The Wi‑Fi password and the Linksys app router administrator password are separate things.”
- Successful WAN type configuration
The agent diagnosed and corrected a WAN type mismatch (PPPoE → DHCP) that was blocking internet connectivity, guiding the customer through manual setup after app failure.
Growth Opportunities
- Reduce repetitive scripted phrases
What better looks like: Replace excessive “yes, yes, yes” and “thank you for your business” with concise, value‑adding acknowledgments. Next step: Use a single, purposeful gratitude phrase (e.g., “Thanks for that detail”) and focus on active listening.
> “Yes, yes, yes, yes, thank you for your business.”
- Collect essential product and case details consistently
What better looks like: Capture model/serial numbers and create a HappyFox case on every product‑related interaction. Next step: Add a quick checklist at the start of each call: “May I have the model, serial, and purchase date? I’ll open a case to track this for you.”
> [Multiple calls omitted model/serial and case numbers]
Calls: #LTS00130686, #LTS00130986, #LTS00131180
Next Week's Focus
- Implement a 3-field capture script for model, serial, and case number at the start of every product call.
- Replace repetitive phrases with one purposeful acknowledgment per interaction.
- Verify technical accuracy of default IPs and password rules before guiding customers (cross‑check KB).
- Summarize next steps clearly when closing calls, especially for pending issues (e.g., “I’ll email you a callback window within 24 hours”).
Technical Accuracy
Improvement
Provided wrong admin page IP address ([REDACTED_PHONE]) instead of the standard [REDACTED_PHONE] or myrouter.local. This contradicts KB guidance and is a clear accuracy error.
Improvement
Misstated Wi‑Fi password character restrictions, claiming no symbols or special characters allowed, which is factually incorrect per KB.
Strength
Correctly identified LAN IP conflict and guided customer through valid OpenWRT LAN IP change procedure.
Improvement
Failed to provide technical specifications (voltage, amperage, polarity, barrel size) for AC adapter compatibility, limiting customer’s ability to find a suitable replacement.
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 trend: This frontline-heavy week highlighted inconsistent protocol adherence (missing case numbers, product details) and communication inefficiencies (repetitive scripted language). Technical inaccuracies around router IPs and password rules also surfaced. Focus next on reinforcing structured data capture and verified guidance scripts to build confidence and closure quality.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130686 | 2026-05-25 03:00:36+00:00 | 3.5 | OUTBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | ✓ Likely resolved |
| #LTS00130986 | 2026-05-27 01:21:19+00:00 | 3.0 | OUTBOUND | LN6001 | CONFIGURATION | ⏳ Pending |
| #LTS00131169 | 2026-05-28 02:00:18+00:00 | 4.0 | OUTBOUND | MX5500 | SETUP | ✓ Resolved |
| #LTS00131180 | 2026-05-28 05:09:49+00:00 | 3.3 | OUTBOUND | MX5500 | HARDWARE | ↻ Callback set |
| #LTS00131185 | 2026-05-28 05:41:56+00:00 | 3.1 | OUTBOUND | E9450 | CONFIGURATION | ✓ Likely resolved |
| #LTS00131180 | 2026-05-28 06:39:33+00:00 |