john.pagurayan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 3 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 110m 35s; outlier: 2.5x weekly median handle time.
• MR is one of the slowest families at 44m 18s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.58 vs. last week.
• Accuracy moved up 1.00 vs. last week.
• Protocol moved down 0.33 vs. last week.
• Communication moved up 1.17 vs. last week.
• Average handle time moved up by 11m 46s.

What Went Well

1. Effective troubleshooting for connectivity issue

> Correctly diagnosed physical connectivity and performed proper sequential power-cycle (modem first, then router), which resolved the issue.

#LTS00131145

1. Customer empathy and de-escalation

> Showed genuine empathy regarding the customer's limited income and health situation, de-escalating tension.

#LTS00131145

Growth Opportunities

1. Premature escalation to paid support

What better looks like: Introduce paid support only after exhausting basic, free troubleshooting steps — especially for issues likely resolvable with simple actions.

> Introduced paid support at [08:00] before attempting any troubleshooting, despite the issue likely being resolvable with basic steps.

#LTS00131145

1. Failure to collect critical product information

What better looks like: Always collect model and serial number within the first 30 seconds of the call to enable accurate diagnostics and avoid missteps.

> Failed to collect product model number, a critical omission for any technical support call.

#LTS00113870

Next Week's Focus

1. Start every call by confirming model and serial number — this prevents misdiagnosis and ensures you have the right tools/KB articles ready.
2. Reserve paid-support mentions for after basic troubleshooting — try power-cycles, cable checks, and simple UI steps first.
3. Use approved remote tools only — avoid third-party platforms like Zoho unless explicitly authorized.
4. Limit non-essential questioning — stay focused on steps that directly move toward resolution.

Technical Accuracy

Improvement

Failed to collect product model number, a critical omission for any technical support call.

#LTS00113870

Improvement

Incorrectly declared the device out of warranty without verification and prematurely escalated to paid support.

#LTS00113870

Improvement

Used non-standard remote access (Zoho) instead of approved Linksys remote tools.

#LTS00073069

Strength

Correctly diagnosed physical connectivity and performed proper sequential power-cycle (modem first, then router), which resolved the issue.

#LTS00131145

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

• The week's most significant trend is the low protocol adherence combined with premature paid-support escalation, especially evident in the MX6200 and EA6350 cases. Focus next coaching on reinforcing structured troubleshooting flows and ensuring critical product data is captured early.
• Recurring pattern: failure to collect model/serial numbers and use of non-approved remote tools. These gaps directly impact resolution efficiency and customer trust.

This Week's Calls