jane.reambonanza@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

• SPN is one of the slowest families at 34m 53s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.40 vs. last week.
• Accuracy moved down 0.25 vs. last week.
• Protocol moved up 0.50 vs. last week.
• Communication moved down 0.25 vs. last week.
• Average handle time moved down by 38m 17s.

What Went Well

• Correct admin password reset guidance

The agent correctly guided the customer through resetting the router admin password using the recovery key, following KB procedures. This enabled the customer to regain access and make further changes independently.

• Accurate password distinction

The agent clearly explained the difference between the Wi‑Fi password and the router admin password, aligning with KB guidance and preventing customer confusion.

Growth Opportunities

• Double‑check IP address guidance before sharing

> Initial incorrect IP address ([REDACTED_PHONE]) - should have been [REDACTED_PHONE] per KB.

Next step: Always verify the correct admin URL in the KB before providing it to the customer, and confirm it matches the device model and firmware.

• Verify guest network settings during the call

> Did not verify guest network settings were updated during call.

Next step: After granting admin access, take an extra 1–2 minutes to guide the customer through confirming that the guest network name and password now display correctly, ensuring full resolution before closing.

Next Week's Focus

1. Confirm admin URLs against KB before stating them, using the exact IP or hostname listed for the specific product model.
2. Add a quick guest‑network verification step after password resets: ask the customer to navigate to the guest network settings and read back the SSID and password.
3. Practice concise protocol – keep introductory scripts under 30 seconds and use closed‑question probing (“Can you confirm you see X on screen?”) to maintain forward momentum.
4. Document any KB deviations – if a workaround is needed, note it clearly in the HappyFox ticket for future reference.

Technical Accuracy

Strength

Correctly guided admin password reset using recovery key (KB‑compliant procedure).

#LTS00117838

Improvement

Initial incorrect IP address ([REDACTED_PHONE]) provided – should have been [REDACTED_PHONE] per KB guidance.

#LTS00117838

Improvement

Guest network settings were not verified during the call, leaving the customer to self‑service without confirmation.

#LTS00117838

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: The week consisted of a single ACCESS call for SPNM60CF, where the agent successfully restored admin access but missed two repeatable verification steps (correct IP guidance and guest‑network confirmation). Focus the next coaching conversation on building a quick checklist for “admin‑access‑plus‑guest‑settings” calls: (1) confirm correct admin URL, (2) walk through password reset, (3) verify guest settings, (4) document any model‑specific quirks. This will reduce repeat contacts for the same device family.

This Week's Calls