jeneth.villanil@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 |
|---|---|---|---|---|---|
| 1 | 108m 11s | MX8500 | NO TROUBLESHOOTING NEEDED | 1 | — |
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
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.00 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 |
Key Observations
- MX is one of the slowest families at 108m 11s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| NO TROUBLESHOOTING NEEDED | 1 | 108m 11s | 3.00 | 2.00 | 2.00 | 3.00 | ✓ |
Week-over-Week Movement
- Average handle time moved up by 91m 54s.
What Went Well
- Attempted troubleshooting steps
Agent acknowledged the customer's frustration and attempted to guide through resets. Agent used a pin/paperclip suggestion for the reset button.
Growth Opportunities
- Correct pairing method for MX8500
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
- Warranty and serial number verification
What better looks like: Always collect and verify warranty status and serial numbers before troubleshooting to ensure appropriate support paths and avoid unnecessary steps.
Next Week's Focus
- Practice using the Velop web UI/app for node pairing and addition on MX8500 devices.
- Develop a checklist for collecting warranty, serial number, and admin password information at the start of calls.
- Review KB articles on MX8500 troubleshooting to reinforce accurate steps and decision points.
- Aim to close calls with clear resolution or documented next steps to reduce pending status.
Technical Accuracy
- Improvement
- Improvement
Failed to verify warranty status or serial number before proceeding with troubleshooting.
- Improvement
Call closed with technical_resolution_status 'not_fixed' and operational_closure_status 'pending_resolution'. No clear resolution achieved.
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
- A recurring technical pattern to address is the need for clearer resolution documentation and verification of admin access before troubleshooting mesh nodes.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00067263 | 2026-05-29 20:14:29+00:00 | 3.00 | INBOUND | MX8500 | NO TROUBLESHOOTING NEEDED | ⏳ Pending |