alvin.edio@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

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 22m 24s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.47 vs. last week.
• Accuracy moved down 1.00 vs. last week.
• Protocol moved down 0.75 vs. last week.
• Communication moved up 0.50 vs. last week.
• Average handle time moved up by 8m 33s.

What Went Well

1. Polite tone and customer information collection

The agent consistently maintained a respectful, patient approach and successfully gathered critical customer details needed for follow-up.

> "May I have your phone number in case we get disconnected? Mhm. Mhm. I'm sorry, 074 so 0 7 4 6 zero 807 017 which is the it's also my phone number that the one I'm speaking to you on as did Muhammad is AZAD surname is Muhammad, M-O-H-A double M E D yeah B-I D N-ES S-s-73 at email dot com"

#LTS00060212

1. Providing clear next steps with ticket references

The agent ensured customers had documented cases for future reference, helping manage expectations for follow-up.

> "Customer to re‑attempt app login after 24‑48 hours; ticket 60212 will be monitored for further updates."

#LTS00060212

Growth Opportunities

1. Apply documented troubleshooting procedures before escalating

What good looks like: Verify device model and warranty status first, then follow product-specific password recovery paths from LinksysNOW KB. For MR9000 app login issues, use the five-digit recovery key process rather than generic "wait" advice.

Next step: Before suggesting workarounds, confirm router model, check LED states, and validate admin credentials using KB steps.

#LTS00060212, #GI00123015

1. Improve case documentation and closure hygiene

What good looks like: Create HappyFox cases for all unresolved issues, document exact troubleshooting steps performed, and set clear follow-up actions or escalation triggers. Avoid vague "try this and call back" closures.

Next step: For unresolved cases, log detailed notes in HappyFox, assign appropriate priority/status, and schedule callbacks or follow-ups explicitly.

#GI00123015

Next Week's Focus

• Verify device model and warranty status before starting any troubleshooting - this prevents applying incorrect procedures (like the 5-press reset on extenders).
• Use product-specific KB articles for password recovery: MR9000 app issues require the five-digit recovery key process, while extenders need model-specific reset methods.
• Document every case in HappyFox with complete troubleshooting details, even for partial fixes or callbacks.
• Confirm resolution before closing: verify internet connectivity, successful login, or valid next steps with the customer.

Technical Accuracy

Improvement

Note: Agent failed to use the proper password-recovery procedure from the LinksysNOW KB for MR9000 app login issue. Provided vague 'wait 24-48 hours' guidance instead of concrete troubleshooting steps.

#LTS00060212

Improvement

Note: Agent applied incorrect 5-press reset method for range extender, which is not applicable per KB. Did not confirm extender model or verify successful setup after reset.

#GI00123015

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 highest-signal trend this week is inconsistent technical accuracy, particularly around device-specific troubleshooting procedures and case documentation. The agent needs to prioritize model verification before applying reset methods and ensure all unresolved issues have proper HappyFox documentation with clear next steps.
• Key patterns to address in next coaching: over-reliance on generic advice ("wait 24-48 hours") without KB-backed steps, and incomplete case creation for unresolved issues. Focus on building muscle memory for model-specific diagnostics and documentation discipline.

This Week's Calls