donna.dubduban@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Hybrid week: 1 LTS queue calls and 0 TE-owned calls.
• Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.

Scorecard

Where Time Goes

Product Families

Key Observations

• MR is one of the slowest families at 12m 39s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.23 vs. last week.
• Accuracy moved up 0.33 vs. last week.
• Protocol moved down 0.33 vs. last week.
• Communication moved down 1.00 vs. last week.
• Average handle time moved down by 9m 54s.

What Went Well

1. Correct product identification

You accurately identified the customer's MR5500 router model and confirmed their use of Cat6 cabling, which provided a solid foundation for troubleshooting.

> "All right. So, yeah I'm calling regarding with the ticket that's actually escalated for department regarding with your Linksys router, the model number which is the MR5500."

#LTS00130830

Growth Opportunities

1. Enhance troubleshooting completeness

Good looks like verifying WAN port speed and router configuration via the web UI before concluding repairs. Next time, after resetting the router, check the admin interface to confirm gigabit speeds are negotiating correctly and that there are no firmware or setting issues.

> "Failed to verify WAN port speed or router configuration via the web UI."

#LTS00130830

1. Verify warranty status before advising replacement

Good looks like collecting the serial number and confirming warranty coverage before directing customers to retailers. This prevents misdirected efforts and ensures customers receive appropriate support channels.

> "Did not collect serial number or confirm warranty coverage."

#LTS00130830

Next Week's Focus

• Practice the "WAN speed check" as a standard step after cable verification for gigabit connectivity issues.
• Before advising replacement, always ask for the serial number and confirm warranty status through Linksys support tools.
• Use structured empathy phrases (e.g., "I understand this is frustrating...") to maintain positive communication even during technical discussions.
• When time permits, document any diagnostic steps performed in the ticket for future reference.

Technical Accuracy

• Improvement

> Agent did not verify WAN port speed or router configuration via the web UI, missing a key diagnostic step for the reported gigabit speed issue.

#LTS00130830

• Improvement

> Agent did not collect serial number or confirm warranty coverage before advising customer to contact the retailer for replacement.

#LTS00130830

• Strength

> Correctly identified the router model (MR5500) and confirmed customer's use of Cat6 cable and near-gigabit modem speeds.

#LTS00130830

Coaching Moments

Improvement

"Advised customer to contact the retailer for a warranty replacement."

This moment highlights the need for better warranty verification before directing customers to retailers. Next time, collect the serial number first and confirm coverage through Linksys tools to ensure the customer takes the most appropriate next step.

#LTS00130830

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

The highest-signal weekly trend shows improved handle time but declining communication scores. Focus next week on maintaining empathy and structured troubleshooting even when calls are shorter. The missing WAN speed verification and warranty confirmation steps represent critical gaps in first-contact resolution for connectivity issues. Review the MR5500 knowledge base for specific diagnostic procedures to build confidence in these troubleshooting branches.

This Week's Calls