albertdominic.roa@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Hybrid week: 0 LTS queue calls and 2 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 40m 34s.
• MX is one of the slowest families at 17m 58s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.45 vs. last week.
• Accuracy moved up 0.67 vs. last week.
• Protocol moved up 1.00 vs. last week.
• Communication moved up 0.89 vs. last week.
• Average handle time moved up by 1m 36s.
• Family swing: MR handle time moved up by 31m 42s vs. last week.

What Went Well

Accurate ticket verification

"Okay. All done. I'll let me pull up the record. Okay. Um, yeah, um. How am I speaking with Jim Edwards? Okay. Thank you, Jim."

#TE00132422

Clear communication during escalation

"Um yeah by the way sir actually uh due to the volume of calls of the level two okay uh um that is why you've been routed to customer service department okay. Um but if you ma..."

#TE00132422

Growth Opportunities

Incorrect reset procedure guidance

"Instructed 5-press method on MR20EC, which is not supported; correct method is 10-second press of reset button."

#RR00013214

Failure to engage customer

"Failed to obtain any response from the customer before ending the call after minimal effort."

#TE00131245

Next Week's Focus

1. Verify device type before instructing reset procedures – Confirm whether the device is mesh or non-mesh to apply the correct reset method.
2. Implement a structured customer engagement script – Use open-ended questions to confirm the issue and gather device details before proceeding.
3. Document serial numbers and model details for all cases – This supports warranty validation and improves handoff quality.
4. Reduce silence and filler speech – Practice concise, focused communication to maintain efficiency and professionalism.

Technical Accuracy

Improvement

No transcript quote available

Incorrectly instructed 5-press reset method on MR20EC, which is not supported. Correct method is 10-second press of reset button.

#RR00013214

Improvement

No transcript quote available

Failed to engage customer or collect device details before disconnecting the call.

#TE00131245

Strength

No transcript quote available

Accurately verified ticket details and escalated correctly with clear callback timeframe.

#TE00132422

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131245 — Pending with Level 2

• What L1 saw: MX8500_CN got disconnected to the network. L1 attempted to collect logs but the customer did not respond.
• Why it escalated: The customer did not provide logs or respond to L1’s request, leading to escalation for further diagnostics.
• Related call chain: This was a repeat contact after an earlier closure by another agent who attempted a factory reset and provided email instructions.
• What L2 did: L2 reviewed the case, noted the customer’s lack of response, and planned to attempt remote troubleshooting or determine if a hardware replacement is needed. L2 also requested firmware version information and attempted to replicate the issue internally.
• Current state: Pending with Level 2; callback scheduled.
• L1 learning points:

1. When a customer is unresponsive, document all steps taken and request specific information (e.g., firmware version, LED status) before escalating.

2. Provide clear, step-by-step instructions and confirm the customer’s ability to follow them.

3. If escalation is necessary, summarize all prior actions and customer responses in the ticket for L2 continuity.

#TE00132422 — Resolved by Level 2

• What L1 saw: Customer unable to add a new MX6200 node to an existing mesh network. L1 collected proof of purchase and escalated due to inability to resolve.
• Why it escalated: L1 was unable to add the node despite verifying connectivity and configuration.
• Related call chain: This was a follow-up call after an earlier escalation where L2 attempted a callback but was directed to voicemail.
• What L2 did: L2 reviewed the case, confirmed the mesh setup steps, and determined that the new node needed a firmware update. L2 guided the customer through the update process and verified successful addition to the network.
• Current state: Resolved.
• L1 learning points:

1. For mesh setup issues, verify that all nodes are on the same firmware version and that the network name (SSID) matches.

2. When escalating, include details about any firmware discrepancies or configuration mismatches observed.

3. Confirm successful node addition by checking the mesh app or web interface for solid blue LED status on all nodes.

Coach Appendix

• Highest-signal weekly trend: Protocol adherence needs improvement, particularly in customer engagement and troubleshooting steps. The agent excelled in accuracy but requires focused coaching on structured issue verification and efficient troubleshooting flows.
• Recurring pattern: Technical inaccuracies in reset procedures for non-mesh devices and insufficient customer engagement led to inefficiencies and escalations. Addressing these will improve first-contact resolution rates and reduce escalation volume.

This Week's Calls