josephmycko.balindres@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Hybrid week: 2 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 36m 49s.

Problem Categories

Week-over-Week Movement

• Overall moved down 1.10 vs. last week.
• Accuracy moved up 2.50 vs. last week.
• Protocol moved up 0.50 vs. last week.
• Communication moved down 1.00 vs. last week.
• Average handle time moved up by 27m 57s.
• Family swing: MX handle time moved up by 27m 57s vs. last week.

What Went Well

* Product model identification

> Identified and confirmed the product model as MX5500 based on customer input.

#LTS00086176

Growth Opportunities

* Technical accuracy in router UI guidance

> Provided technically inaccurate guidance by suggesting [REDACTED_PHONE] for MX5500 instead of myrouter.local.

#LTS00086176

What good looks like: Always use myrouter.local for MX5500 web UI access and verify this against the latest KB before suggesting any alternative.

* Case documentation and warranty verification

> Did not create or reference a HappyFox case. Did not check warranty status or support eligibility.

#LTS00086176

What good looks like: Create a HappyFox case for every call, verify warranty status at the start of the call, and document all actions and customer information in the case notes.

Next Week's Focus

* Prioritize using myrouter.local for MX5500 web UI access and double-check KB articles for any model-specific guidance before providing instructions.

* Implement a standard script to verify warranty status and create a HappyFox case for every support call, documenting all troubleshooting steps and customer information.

* Focus on clear operational closure for every call, ensuring follow-up actions are scheduled or clearly communicated to the customer.

Technical Accuracy

Improvement

Agent incorrectly instructed use of [REDACTED_PHONE] for MX5500 instead of myrouter.local per KB guidance.

#LTS00086176

Improvement

Call ended with operational_closure_status 'abandoned_or_vague' and technical_resolution_status 'not_fixed'. No case was created or referenced, and warranty status was not verified.

#LTS00086176

Improvement

No agent interaction occurred; the call was effectively abandoned after the automated greeting, resulting in zero customer assistance.

#LTS00086176

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 the consistent inability to achieve technical resolution and operational closure on SETUP calls for the MX5500, coupled with inaccuracies in basic router UI guidance and lack of case documentation. Focus coaching on reinforcing accurate product-specific knowledge (especially UI access), disciplined case creation and documentation practices, and ensuring clear next steps or follow-up for every customer interaction.

* Key patterns to address in the next coaching conversation: inconsistent protocol adherence, particularly around case creation and warranty verification, and the need for more robust troubleshooting and closure strategies for SETUP issues on MX products.

This Week's Calls