dennis.gamolo@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 16 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

Where Time Goes

Product Families

Key Observations

• MR is the slowest family at 63m 25s; outlier: 2.8x weekly median handle time.
• WHW is the slowest family at 59m 42s; outlier: 2.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 1.17 vs. last week.
• Accuracy moved down 3.29 vs. last week.
• Communication moved down 0.38 vs. last week.
• Average handle time moved up by 21m 30s.
• Family swing: MX handle time moved up by 21m 53s vs. last week.

What Went Well

• Collection of customer and device information: Collected full customer contact information, device model, and serial number accurately across multiple calls (e.g., call_id: 063d3d30-5e8a-11f1-a7f0-42010a660053, 7b1cafae-5ff3-11f1-b2cd-42010a62006f).

Growth Opportunities

• Technical accuracy and protocol adherence: Multiple calls show incorrect technical guidance (e.g., reset durations, LED interpretations, support URLs) and protocol violations (e.g., PCI compliance in call_id: ed1146b0-600c-11f1-8ede-42010a623f91).
• Failure to resolve technical issues: Majority of calls ended with unresolved issues, no self-help guidance, or incorrect escalation paths (e.g., call_id: 936ae900-5e67-11f1-8e2c-42010a623f91, ec5f0be8-5e7d-11f1-8904-42010a62006f).

Next Week's Focus

• This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
• Improve technical accuracy (avg 2.0) — correct reset durations, LED interpretations, and support URLs.
• Reduce unresolved calls (12/16) — provide actionable self-help paths before escalation or paid support.
• Address protocol violations (avg 1.7) — PCI compliance, case creation, and warranty verification.
• Target MX6200 and WHW03 models — highest call volumes with lowest scores.

Technical Accuracy

Improvement

Incorrect reset duration (30 seconds) provided for RE7000; KB specifies 10 seconds. Call ended with escalation without confirming receipt submission.

Improvement

Incorrect support URL provided (www.linux.com) instead of support.linksys.com. No troubleshooting performed for WRT3200ACM connectivity issue.

Improvement

Incorrect pairing method (5-press) used for MX6200; KB specifies Pair button. Solid blue LED misinterpreted as internet-connected.

Improvement

Incorrect support URL (www.Links.com/support) provided. No modem test confirmed; issue unresolved.

Improvement

PCI violation: credit-card information collected over phone. Incorrect reset duration (20 seconds) and default password ('admin') provided for WHW03V2.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Resolved

• Call Outcome: Ticket forwarded to Level 2; customer asked to provide a purchase receipt for warranty verification.
• Level 2 Resolution Steps: [{'timestamp': '2026-06-03 13:30:01', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Issue Description: Initial Setup Product Information: Product Category: Range Extender Model Number: RE7000 Serial Number: 18X10P05A07917 MAC Address: C4411EB97DCD Warranty Start Date: October 01, 2020 Expiration Date: October 01, 2021 (EXPIRED) Copy of the receipt: Awaiting to be received via email Troubleshooting Done: Customer mentioned that they just purchased the range extender. I set expectation that his range extender appeared to OOW. I asked him if he can provide the receipt. I set expec...'}, {'timestamp': '2026-06-03 13:37:39', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Thank you for reaching out to Linksys Support! Based on our records, your range extender appears to be out of warranty. After troubleshooting the device today, we have identified a possible hardware issue. To proceed further, we kindly request a copy of your purchase receipt. Once we receive it, we will forward your case to our Level 2 technicians for validation and advanced troubleshooting. We look forward to your response.'}, {'timestamp': '2026-06-03 13:37:46', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Resolved'}]
• Current Status: Resolved

— — Resolved

• Call Outcome: Ticket forwarded to higher‑level technician for further investigation.
• Level 2 Resolution Steps: [{'timestamp': '2026-06-04 14:09:03', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi, CAT, Please assist the customer. I am endorsing this ticket for technical escalation. All relevant details were gathered. Reason for Escalation: Exceeded Threshold. After over an hour of troubleshooting. Issue is still not resolved. Customer availed the Paid Service. Call Duration: One hour and 46 minutes Payment successful: $15.00 USD Date and time: Jun 4, 2026, 5:20:42 AM Transaction ID: 39745389S56715238 Transaction Type: Sale Customer Name: Ricardo Munoz Order Description: Non-Refundable...'}, {'timestamp': '2026-06-04 14:09:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-04 15:07:53', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-06-04 15:57:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Customer callback and said the line earlier was not good the reason why he cannot hear properly the previous tech Put cx on hold to ask L2 tech - done Inform the customer to keep his line open for callback End of Call'}, {'timestamp': '2026-06-04 15:59:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 11:21 PM MNL 6/4/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer Customer cannot hear me earlier due to phone line issue Inform customer I will give him a callback Customer understood End call'}, {'timestamp': '2026-06-04 16:59:15', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 12:01 AM MNL 6/5/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer Customer answer Verify the issue Pnode: Flashing red Node stays flashing Swapping of node LAY TS PLAN Ask to unplug old parent node and disconnect the cable connected to the modem – done Ask to get one of the cnode – done Ask to plug the node – done LED: flashing red Ask customer to reset the node – done LED: Solid pink Ask to connect the cable from the modem – done Using his laptop – ask to connect....'}, {'timestamp': '2026-06-04 16:59:21', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
• Current Status: Resolved

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve technical accuracy (avg 2.0) — correct reset durations, LED interpretations, and support URLs.; Reduce unresolved calls (12/16) — provide actionable self-help paths before escalation or paid support.; Address protocol violations (avg 1.7) — PCI compliance, case creation, and warranty verification.

This Week's Calls