jane.reambonanza@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 |
|---|---|---|---|---|---|
| 10 | 30m 24s | — | CONNECTIVITY | 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 | 1.80 | 10 |
| Protocol | 1.40 | 10 |
| Communication | 1.90 | 10 |
| Overall | 1.70 | 10 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| OTHER | 1 | 76m 6s | 1.80 | 2.00 | 2.00 | 2.00 | Outlier: 2.7x weekly median handle time |
| EA | 2 | 34m 39s | 2.00 | 1.00 | 1.50 | 2.00 | |
| MBE | 1 | 21m 56s | 1.50 | 1.00 | 1.00 | 1.00 | |
| MX | 1 | 21m 38s | 1.10 | 1.00 | 1.00 | 2.00 |
Key Observations
- OTHER is the slowest family at 76m 6s; outlier: 2.7x weekly median handle time.
- EA is one of the slowest families at 34m 39s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 6 | 34m 24s | 1.60 | 1.50 | 1.30 | 2.00 | ✓ |
| ACCESS | 2 | 11m 29s | 1.80 | 2.00 | 1.50 | 2.00 | ✓ |
| SETUP | 2 | 50m 1s | 2.80 | 2.00 | 1.50 | 2.00 | |
| GENERAL INQUIRY | 1 | 5m 49s | 1.80 | 5.00 | 1.00 | 2.00 | ✓ |
Week-over-Week Movement
- Overall moved down 1.19 vs. last week.
- Accuracy moved down 1.18 vs. last week.
- Protocol moved down 0.64 vs. last week.
- Average handle time moved down by 4m 02s.
What Went Well
- Structured static IP configuration and Wi‑Fi renaming
> It looks like that the router is detecting the modem. That's why it's running the setup. Yeah, just unplug it from the modem for now.
- Accurate data collection and callback coordination
> Okay. All right. Let me just pull up the record. Is it under a Garrett?
- Patient guidance through mesh node re-pairing
> Have you tried to use your password? The default password?
Growth Opportunities
- Eliminate unsupported technical guidance
What “good” looks like: Verify default credentials against the KB before sharing them, and only use model-specific sysinfo URLs after confirming device compatibility.
> you just said that's why I asked you I thought you already know you just said you didn't well it doesn't require you to doesn't require you to log in to the interface to capture the logs you need to enter the IP address then forward slash sysinfo.cgi forward slash sysinfo.sysinfo.cgi
- Systematic device detail collection
What “good” looks like: Ask for product model, serial number, and warranty status before recommending resets, firmware updates, or advanced troubleshooting.
> Hi, Leads, Please review the details below and initiate the service recovery process if necessary. New Ticket: https://support.linksys.com/staff/ticket/132169 Customer Details: Name: Carmen Tardaguila Phone Number: [REDACTED_PHONE] Interaction Details: Parent Ticket: https://support.linksys.com/staff/ticket/102639 Subject: WHW03_Invalid Password Multiple devices affected Model #: WHW03
Next Week's Focus
- Collect model/serial/warranty in the first 30 seconds of every call before proposing device-specific steps.
- Confirm default credentials and sysinfo paths against the KB before sharing them with the customer.
- Use only approved remote-support tools (e.g., Linksys Secure Remote); avoid third-party platforms.
- Verify resolution at call end with the customer and document next steps clearly in HappyFox.
Technical Accuracy
Improvement
Provided incorrect default admin password ('admin admin') and unsupported sysinfo URL (/sysinfo.cgi) for Velop/MX series.
Improvement
Initiated paid support before performing any troubleshooting, violating protocol and creating customer distrust.
Improvement
Used unauthorized Zoho remote-access tool instead of approved Linksys remote support methods.
Improvement
Provided factually incorrect warranty extension information without proof of purchase or model verification.
Improvement
Used unauthorized remote-support platform (join.zoho.com) and failed to follow standard printer-setup troubleshooting flow.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#GI00132169 — Resolved by Level 2
- What L1 saw: Customer reported Wi‑Fi password rejection on half the devices after a Spectrum upgrade; mesh nodes appeared as a guest network.
- Why it escalated: L1 initiated paid support before troubleshooting, provided incorrect URLs, and failed to collect device details.
- What L2 did: Verified mesh topology, guided a full factory reset with 5‑press recovery, and confirmed password re‑association on affected devices.
- Current state: Resolved.
- L1 learning points:
1. Collect model/serial before suggesting resets.
2. Use only myrouter.local for admin access, not invented URLs.
3. Validate password sharing settings before resetting nodes.
#TE00132294 — Resolved by Level 2
- What L1 saw: Customer couldn’t print to an HP OfficeJet Pro 8030e connected to a new MX4200 router.
- Why it escalated: L1 used an unauthorized remote‑support tool, misidentified printer‑setup steps, and failed to gather router details.
- What L2 did: Confirmed router model, guided wired connection test, verified ISP MAC binding, and provided HP‑specific printer‑networking guidance.
- Current state: Resolved.
- L1 learning points:
1. Always confirm router model before discussing peripheral connectivity.
2. Use only approved Linksys remote‑support methods.
3. For printer issues, verify SSID visibility, security mode, and ISP MAC registration first.
Coach Appendix
- Highest-signal trend: Consistent omission of product model/serial numbers before giving device-specific advice, leading to incorrect guidance and escalations.
- Recurring pattern: Use of unsupported tools (Zoho, join.zoho.com) and unverified technical statements (default passwords, warranty extensions).
- Evidence: See “Growth Opportunities” and “Technical Accuracy” sections for transcript quotes and ticket links.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|
| [#GI00131461](https://linksys