jhonjobert.zambrano@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 36m 41s.

Problem Categories

Week-over-Week Movement

• Improve troubleshooting steps for hardware faults (reset, power-cycle, WAN check, LED interpretation).
• Verify product model and warranty status before offering paid support.
• Create HappyFox cases for unresolved issues to ensure proper follow-up.

What Went Well

1. Professional greeting and customer acknowledgment

The agent opened the call politely and acknowledged the customer's out-of-warranty status, which helped maintain a constructive tone despite the challenging scenario.

> "Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues."

1. Attempted clarification of device details

The agent made efforts to understand the customer's description of the device, which is a good practice for accurate diagnosis.

> "yeah about a year. yeah let me find it. serial number 32L108Z001."

Growth Opportunities

1. Execute systematic hardware troubleshooting

What better looks like: For reported hardware faults (like a non-powering router), always perform these steps before considering paid support:

- Power-cycle the device (unplug for 10 seconds, plug back in)

- Verify LED behavior against known good patterns

- Check WAN connection and signal strength

- Attempt a factory reset if basic steps fail

Next step: Practice the "3-step reset protocol" (power-cycle → WAN check → factory reset) on MR-series routers before offering paid options.

1. Create HappyFox cases for unresolved issues

What better looks like: When a call ends without resolution—or with only a vague next step—always create a HappyFox case to document the issue, assign follow-up, and ensure continuity. This prevents customer repeat contacts and maintains accountability.

Next step: Before closing any call where you haven't confirmed a fix, ask yourself: "If this customer calls back tomorrow, how will my team know what we tried?" If the answer isn't clear, create a case.

Next Week's Focus

• Practice the hardware troubleshooting checklist on MR-series routers: power-cycle → LED check → WAN verification → factory reset. Script these steps mentally before engaging customers.
• Verify product model and warranty status using the serial number before discussing support options. Use the system lookup tool for instant confirmation.
• Create a HappyFox case for every call that ends with "we'll try this later," "contact us again," or any uncertainty about resolution.
• Role-play closure scenarios: Practice phrases like, "I've documented this issue in our system and you'll receive an email with next steps. When you try the reset, please note the exact LED pattern and we'll follow up."

Technical Accuracy

Improvement

Agent failed to perform basic troubleshooting (reset, power-cycle, WAN check, LED interpretation) for a reported hardware fault. No diagnostic steps were taken despite the customer's clear description of the issue.

Note: For MR9600 hardware faults, always start with power-cycle and LED verification. Skipping these steps risks misdiagnosis and unnecessary paid support offers. #LTS00072772

Improvement

Agent did not verify the exact router model despite having the serial number, leading to incomplete diagnosis. The model was never confirmed during the call.

Note: Use the serial number to look up the exact model via the system before proceeding. This ensures model-specific troubleshooting and accurate warranty checks. #LTS00072772

Improvement

Agent offered paid support ($99.99) without first attempting free troubleshooting or confirming the issue. No self-help resources were provided to the customer.

Note: Always exhaust free troubleshooting (reset, power-cycle, WAN check) and provide self-help links before mentioning paid support. #LTS00072772

Improvement

No HappyFox case was created or referenced, violating case management protocol. The call ended without a clear resolution path or follow-up plan.

Note: Create a case for any unresolved issue to document troubleshooting, assign ownership, and prevent repeat contacts. #LTS00072772

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 weekly trend: The single call this week reveals a critical pattern of skipping foundational hardware troubleshooting steps for MR-series routers, leading to premature paid-support offers and missed documentation opportunities. The agent needs to internalize the hardware fault resolution workflow: verify model → power-cycle → LED/WAN check → factory reset → document in HappyFox if unresolved. This will reduce escalations, improve first-contact resolution, and enhance customer trust.

Recurring pattern: The absence of HappyFox case creation for unresolved hardware issues creates operational risk. Next coaching should emphasize case documentation as a closure hygiene step, not an optional task.

This Week's Calls