josephmycko.balindres@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 | 8m 52s | MX2000 | SETUP | 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 | 1.00 | 1 |
| Protocol | 1.00 | 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 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 |
Key Observations
- MX is one of the slowest families at 8m 52s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 | ✓ |
Week-over-Week Movement
- Overall moved up 0.90 vs. last week.
- Accuracy moved down 2.00 vs. last week.
- Protocol moved down 1.00 vs. last week.
- Communication moved up 1.00 vs. last week.
- Average handle time moved down by 4m 28s.
- Family swing: MX handle time moved down by 12m 38s vs. last week.
What Went Well
- Polite and patient communication
The agent maintained a respectful, patient tone throughout the call, which helped keep the customer engaged despite technical challenges. This is evident in the consistent courteous language and willingness to guide the customer through steps.
- Clear instruction on post-reset waiting period
The agent correctly advised the customer to wait 3-5 minutes after resetting the main node, which aligns with standard mesh recovery guidance and likely contributed to the successful outcome.
- Customer confirmation of resolution
The customer confirmed the child node turned solid blue and remained stable, indicating the agent successfully guided them to a working solution.
Growth Opportunities
- Accurate LED state interpretation and protocol adherence
What better looks like: When describing LED states, reference KB-accurate definitions (solid blue/teal = successful connection) rather than stating green means "ready for setup." Before advising customers, verify the exact meaning of each LED color for the specific product model. Next time, confirm the node's current LED state against the device manual or KB article before explaining what it means.
- Systematic collection of critical information
What better looks like: Always collect and verify the product model number early in the call, as this is essential for accurate troubleshooting and warranty determination. Create a standard opening script that includes: "To help me guide you effectively, could you please confirm the exact model number of both the main and child nodes?" Document this information in the case notes before proceeding with troubleshooting steps.
Next Week's Focus
- Start every mesh setup call with model verification
Before discussing LED states or troubleshooting steps, confirm the exact model numbers of all devices involved. Write the model numbers directly into the case notes.
- Cross-reference LED meanings with KB before explaining
When describing LED behavior, first check the official KB for that specific model's LED definitions, then paraphrase accurately to the customer.
- Document every step and customer confirmation
After each troubleshooting action, note the exact customer response and any visible changes (e.g., "Customer confirmed child node LED changed from blinking purple to solid blue after 3 minutes").
- Create HappyFox cases for all phone support
Ensure every phone interaction generates a documented case in HappyFox, including all relevant details and customer contact information.
Technical Accuracy
Improvement
Failed to collect product model number despite asking for it ([02:00]), which is critical for mesh troubleshooting and warranty eligibility.
Improvement
Incorrect LED interpretation: Agent stated green LED means "ready for setup" ([03:00]), which contradicts KB guidance (solid blue/teal indicates successful mesh connection).
Improvement
No case was created or referenced, and no customer contact details were captured, violating basic support protocol.
Coaching Moments
Strength
Polite and patient tone maintained throughout the call.
The agent consistently used respectful language and remained calm while guiding the customer through troubleshooting steps, creating a positive support experience.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
The highest-signal weekly trend shows a significant drop in accuracy and protocol scores despite a resolved call and reduced handle time. The primary technical pattern to address next week is inaccurate LED state interpretation and incomplete information collection during mesh setup calls. These gaps created risk even when the customer appeared satisfied, as critical details (model numbers, case documentation) were missing from the support record.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00099614 | 2026-05-26 | 3 | INBOUND | MX2000 | SETUP | ✓ Likely resolved |