deneive.luar@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 49 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

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 22m 21s; outlier: 1.9x weekly median handle time.
• WHW is one of the slowest families at 16m 2s.

Problem Categories

Week-over-Week Movement

• Accuracy moved down 0.26 vs. last week.
• Communication moved down 0.16 vs. last week.
• Average handle time moved up by 2m 26s.
• Family swing: OTHER handle time moved up by 4m 16s vs. last week.

What Went Well

1. Accurate product identification

> Correctly identified the product model as EA6350 based on serial number provided at [04:00].

#LTS00130717

1. Clear communication of warranty status

> Clearly communicated the out-of-warranty status and offered a paid-support option at [11:00], setting proper expectations.

#LTS00131289

Growth Opportunities

1. Incorrect technical guidance on reset procedures

> Provided incorrect factory reset duration of 20 seconds for MX6200; KB specifies 10 seconds ([03:00]).

#LTS00131417

Next step: Always verify reset times in KB before instructing customers.

1. Failure to verify basic troubleshooting steps

> Failed to perform or instruct basic troubleshooting (e.g., power cycle, LED check, firmware verification) despite customer having already reset the device multiple times.

#LTS00131289

Next step: Run standardized diagnostics (modem check, LED interpretation, admin UI access) before escalating or offering paid support.

Next Week's Focus

1. Model verification first: Always confirm product model and serial number before providing troubleshooting or recommendations.
2. KB-aligned resets: Use 10-15s factory reset for MX/EA series; document LED expectations post-reset.
3. Resolution validation: Confirm internet connectivity and admin UI access before closing calls.
4. Case documentation: Create HappyFox tickets for all unresolved issues to ensure continuity.

Technical Accuracy

Improvement

• Incorrectly identified router model as '854000' at [02:00], which is not a valid Linksys model. Falsely claimed that no phone support is available for out-of-warranty devices, violating support policy.

#LTS00130717

Improvement

• Provided materially incorrect technical guidance at [02:00]: advised entering ISP username/password into the router, which is not applicable for standard DHCP connections and misrepresents router functionality.

#LTS00130705

Improvement

• Materially inaccurate technical advice: incorrectly claimed EA6350 is Cisco-associated, end-of-life, and unsupported. Contradicts KB which confirms firmware updates are still available.

#LTS00131442

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

• Primary trend: Accuracy and communication scores dipped while handle times increased, driven by MX product complexity and inconsistent model verification.
• Recurring pattern: Misidentification of router models (e.g., '854000') and incorrect reset procedures (20s vs 10s) leading to unresolved issues and customer frustration.
• Actionable insight: Prioritize model/serial collection and KB validation before troubleshooting to improve accuracy and reduce handle time.

This Week's Calls