jeneth.villanil@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

• MX is one of the slowest families at 8m 29s.

Problem Categories

Week-over-Week Movement

• Overall moved down 2.00 vs. last week.
• Accuracy moved down 1.00 vs. last week.
• Protocol moved down 1.00 vs. last week.
• Communication moved down 2.00 vs. last week.
• Average handle time moved down by 99m 42s.
• Family swing: MX handle time moved down by 99m 42s vs. last week.

What Went Well

No strengths were identified this week based on available evidence. Let’s focus on the growth opportunities below to build on next week’s performance.

Growth Opportunities

1. Apply Structured Protocol and Accurate Troubleshooting

In theory, we count to 60. 1, 2, 3. T...

#LTS00077962

What “good” looks like:

• Always collect device model, serial number, warranty status, and customer’s exact symptom statement before any troubleshooting.
• Follow validated, KB-aligned steps (e.g., firmware verification, LED status checks, basic connectivity tests) instead of ad-hoc actions.
• Explain the purpose of each step to the customer to build trust and understanding.

Next step: Start every call with a concise discovery script: “To help me identify the right solution, could you share the exact model, serial number, and what the device is currently doing (e.g., ‘not connecting to Wi‑Fi’)?”

2. Ensure Clear Operational Closure

No resolution or next step was offered.

#LTS00077962

What “good” looks like:

• Close every call with a documented resolution or a concrete next step (e.g., “I’ll email you a firmware link,” or “We’ll schedule a callback at 2 PM”).
• Confirm understanding: “To confirm, you’ll try X and call back if Y happens, correct?”
• Update the ticket status and add detailed notes for any follow‑up required.

Next step: End each call with a closure checklist: 1) Issue identified, 2) Action taken or next step scheduled, 3) Customer’s agreement on next actions, 4) Ticket updated.

Next Week's Focus

1. Start every call with discovery: Model, serial, warranty, and exact symptom in the first 30 seconds.
2. Use KB‑validated steps only: Avoid counting exercises or unsupported “theories.”
3. Close with a documented next step: No call ends without a clear resolution or follow‑up plan recorded in HappyFox.
4. Practice concise explanation: For each step, state why it matters (“Plugging this cable here restores the internet connection, which should resolve the ‘no signal’ message you’re seeing”).

Technical Accuracy

Improvement

Agent failed to collect basic product details (model, serial number, warranty status). No valid troubleshooting performed; instead, instructed customer to count to 60 without technical basis. Operational closure status: abandoned_or_vague. Resolution status: not_applicable.

#LTS00077962

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

Highest-signal trend: The single call this week exhibited severe protocol, accuracy, and closure failures—particularly the use of unsupported “count to 60” guidance and failure to collect basic device information. Next coaching should emphasize structured discovery, KB‑aligned troubleshooting, and documented closure for every call, especially on MX-family setup issues.

This Week's Calls