akiko.ohashi@concentrix.com — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 6 | 46m 33s | WHW03 | SETUP | 6 | 1 |
Work Mix Lens
- Frontline-heavy week: 6 LTS queue calls vs 1 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 6 |
| Protocol | 1.60 | 6 |
| Communication | 2.60 | 6 |
| Overall | 2.20 | 6 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MBE | 1 | 82m 39s | 2.10 | 3.00 | 1.00 | 3.00 | Outlier: 1.9x weekly median handle time |
| MX | 2 | 54m 48s | — | — | — | — | |
| WHW | 2 | 43m 12s | 2.50 | 3.50 | 2.00 | 2.50 | |
| E | 1 | 7m 25s | 1.70 | 1.00 | 1.00 | 3.00 | |
| AX | 1 | 7m 14s | 2.40 | 4.00 | 2.00 | 2.00 |
Key Observations
- MBE is the slowest family at 82m 39s; outlier: 1.9x weekly median handle time.
- MX is one of the slowest families at 54m 48s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 4 | 43m 33s | 2.20 | 3.25 | 1.75 | 2.75 | ✓ |
| CONNECTIVITY | 2 | 27m 53s | 2.05 | — | — | — | ✓ |
Week-over-Week Movement
- Overall moved down 1.08 vs. last week.
- Accuracy moved down 1.17 vs. last week.
- Protocol moved down 0.90 vs. last week.
- Average handle time moved up by 16m 33s.
- Family swing: WHW handle time moved up by 40m 03s vs. last week.
- Family swing: MX handle time moved up by 22m 26s vs. last week.
- Family swing: E handle time moved down by 8m 13s vs. last week.
What Went Well
- Clear communication during setup guidance: Agent maintained empathy and apologized appropriately for delays and issues.
Growth Opportunities
- Failure to collect critical product information: Did not confirm or record the router's serial number despite multiple opportunities.
- Inaccurate technical information: Provided factually incorrect technical information by claiming the device was end-of-life with no firmware updates, without model verification.
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve protocol adherence, especially collecting product information.
- Address technical inaccuracies and verify product details before providing information.
- Diagnose root causes of technical issues rather than repeating failed actions.
Technical Accuracy
Improvement
Failed to collect product model/serial number in multiple calls, violating protocol.
Improvement
Provided incorrect warranty and technical information without verifying product model.
Improvement
Repeatedly attempted the same failed actions (Save & Apply) without diagnosing UI freeze root cause.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
— — Pending - HQ Feedback
- Call Outcome: Issue escalated to engineering team for investigation; customer will be contacted via email if updates are available.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-01 08:15:43', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-01 08:16:25', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Needs advance TS. Waiting for customer response via email.'}, {'timestamp': '2026-05-01 08:16:34', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Pending - HQ Feedback'}, {'timestamp': '2026-06-04 05:09:16', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Updated -> Pending - HQ Feedback'}, {'timestamp': '2026-06-05 00:08:01', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'troubleshooting screen recording on 6/4/2026 - not able to attached file because of file size. Procedure performed: 1. reset the node 2. install the IPoE package (prompted error) 3. proceed to network> interface> WAN> do the Map-E settings manually advised by sir edmar. but it will not save 4. tried to disable ipoe then save the map-e settings but still not saving. issue not resolved'}, {'timestamp': '2026-06-05 00:49:32', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '上野 様 いつもお世話になっております。 Linksys テクニカルサポートの大橋でございます。 昨日はお電話でのご対応、誠にありがとうございました。 また、トラブルシューティングにお時間をいただきましたこと、重ねて御礼申し上げます。 このたびは、実施したトラブルシューティングにもかかわらず、 症状の改善に至らず、ご不便をおかけしておりますことを深くお詫び申し上げます。 本件につきましては、 昨日の確認内容および結果をすでに社内エンジニアリングチームへ報告済みであり、 現在、次の対応について回答を待っている状況でございます。 進展があり次第、改めてご連絡いたしますので、今しばらくお時間をいただけますと幸いです。 なお、念のための確認となり恐縮ではございますが、 現在ご契約中のインターネット回線は OCN バーチャルコネクトでお間違いないでしょうか。 （他のIPoE接続方式（OCNバーチャルコネクト以外）の可能性がないかを切り分けるため、最終確認としてお伺いしております。） お手数をおかけし誠に申し訳ございませんが、 ご確認のうえ、ご返信いただけますと幸いです。 引き続き解決に向...'}, {'timestamp': '2026-06-05 02:51:01', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Updated -> Pending - HQ Feedback'}]
- Current Status: Pending - HQ Feedback
Coach Appendix
Weekly pattern unavailable.
Focus points: Improve protocol adherence, especially collecting product information.; Address technical inaccuracies and verify product details before providing information.; Diagnose root causes of technical issues rather than repeating failed actions.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131543 | 2026-06-01 05:27:16+00:00 | — | OUTBOUND | MX5500 | SETUP | — |
| #LTS00118472 | 2026-06-02 03:09:00+00:00 | — | OUTBOUND | MX5500 | CONNECTIVITY | — |
| #LTS00131803 | 2026-06-02 05:52:33+00:00 | 2.40 | OUTBOUND | AX4200 | SETUP | Agent will email setup instructions for AX4200 as primary node and LED reference guide. |
| #LTS00063868 | 2026-06-02 16:03:53+00:00 | 1.70 | INBOUND | E9450 | CONNECTIVITY | Suggested returning the device and purchasing a newer model. |
| #TE00127911 | 2026-06-04 06:02:12+00:00 | 2.10 | OUTBOUND | MBE7000 | SETUP | Issue escalated to engineering team for investigation; customer will be contacted via email if updates are available. |
| #LTS00078107 | 2026-06-04 07:57:09+00:00 | 2.40 | OUTBOUND | WHW03 | SETUP | Scheduled a callback in approximately 15 minutes to continue troubleshooting and evaluate possible hardware replacement. |
| #LTS00078107 | 2026-06-04 09:10:33+00:00 | 2.60 | OUTBOUND | WHW03 | SETUP | Advised customer to contact SoftBank to verify PPPoE authentication and line status. |