analou.mahinay@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

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

• OTHER is one of the slowest families at 53m 14s.

Problem Categories

Week-over-Week Movement

• Protocol adherence: Ensure escalation protocols are followed, including case creation and technician availability confirmation.
• Technical accuracy: Verify product models and avoid fabricating device information.
• Remote-access guidance: Provide correct URLs and instructions for remote troubleshooting.

What Went Well

Empathy and Politeness

Agent acknowledged the customer's time and effort, maintained a polite tone throughout the call.

#LTS00024595

Growth Opportunities

Protocol Adherence and Escalation Failures

Failed to create or cite a HappyFox case number, promised Level-2 callback without confirming technician availability, violating escalation protocol.

#LTS00024595

What to do next: Before promising any callback or escalation, always:

1. Confirm technician availability with Level-2.
2. Create and reference a HappyFox case number.
3. Document all steps and customer information in the case.

Technical Accuracy and Information Collection

Fabricated device information: claimed customer had an 'M97 Harry iPhone' at [01:00], a non-existent and nonsensical device. Failed to collect product model, serial number, or case reference necessary for escalation.

#LTS00024595

What to do next: Always verify and document:

1. Exact product model and serial number.
2. Existing case numbers if available.
3. Avoid assuming or fabricating device details.

Next Week's Focus

1. Create cases before promising callbacks — Always initiate a HappyFox case and share the case number with the customer.
2. Verify device details — Confirm product model and serial number before proceeding with any troubleshooting.
3. Use correct remote-access instructions — Provide accurate URLs and steps for remote sessions.
4. Document every step — Ensure all actions, customer responses, and next steps are recorded in the case.

Technical Accuracy

Improvement

• Agent failed to create or reference a HappyFox case number during escalation, violating protocol. No serial number or warranty status was collected.

#LTS00024595

Improvement

• Agent hallucinated a non-existent device model ('M97 Harry iPhone'), indicating a critical accuracy failure. No product model, serial number, or case context was verified.

#LTS00024595

Improvement

• Agent provided incorrect remote-access instructions, leading to confusion and wasted time.

#LTS00024595

Strength

• Agent systematically isolated the issue by removing wired devices one by one, achieving conditional resolution by disconnecting Sonos.

#LTS00024595

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 weekly trend is protocol non-adherence during escalations, with the agent failing to create cases or confirm technician availability before promising callbacks. This created false expectations and left cases undocumented.
• A recurring technical pattern is inaccurate device identification and missing documentation — the agent fabricated a device model and failed to collect serial numbers or case references, which are critical for effective escalation.
• All evidence above already surfaces these patterns; no new quotes or details are introduced here.

This Week's Calls