mikaelhjoshua.anasco@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 |
|---|---|---|---|---|---|
| 3 | 12m 10s | MX6200 | CONNECTIVITY | 3 | — |
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
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 3 |
| Protocol | 1.00 | 3 |
| Communication | 1.67 | 3 |
| Overall | 1.30 | 3 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| WRT | 1 | 23m 4s | 1.10 | 1.00 | 1.00 | 2.00 | Outlier: 3.2x weekly median handle time |
| MX | 1 | 7m 9s | 1.50 | 4.00 | 1.00 | 1.00 | |
| MR | 1 | 6m 16s | 1.30 | 1.00 | 1.00 | 2.00 |
Key Observations
- WRT is the slowest family at 23m 4s; outlier: 3.2x weekly median handle time.
- MX is one of the slowest families at 7m 9s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 3 | 12m 10s | 1.30 | 2.00 | 1.00 | 1.67 | ✓ |
Week-over-Week Movement
- Overall moved down 0.93 vs. last week.
- Protocol moved down 0.70 vs. last week.
- Communication moved down 0.66 vs. last week.
- Average handle time moved down by 12m 13s.
- Family swing: MX handle time moved down by 26m 37s vs. last week.
- Family swing: MR handle time moved down by 22m 16s vs. last week.
What Went Well
- Strong accuracy in specific contexts
> "May I know who I'm speaking with right now again? I believe you"
The agent achieved perfect accuracy (4/4) in one call by focusing on precise information gathering when language wasn't a barrier.
- Proactive data collection
> "Ask for node IP address ([REDACTED_PHONE]) and serial number (43F10M54C00352)"
The agent demonstrated awareness of needed diagnostics by requesting critical hardware identifiers, showing intent to gather actionable data.
- Attempted customer engagement
> "We really suggest if uh, there's anyone who can speak English there, and you will just relay the message"
Despite language challenges, the agent sought a workable path forward by proposing message relay, showing problem-solving intent.
Growth Opportunities
- Language support and protocol adherence
> "I'm sorry, sir but I cannot converse in Spanish. We can only converse through English, sir. We don't have a Spanish representative."
What better looks like: When language barriers exist, immediately offer: a) Spanish chat option if available, b) translation service escalation, c) clear documentation of the attempt, and d) a guaranteed callback from bilingual support. Document the language request and all steps taken.
- Technical accuracy and safe troubleshooting
> "Attempted to initiate remote session via join.zoho.com (unsupported third-party service)"
What better looks like: Use only approved Linksys remote-assistance tools. For mesh node issues with red LEDs, follow KB-guided steps: 1) Verify power/LED states, 2) Attempt universal 5-press reset, 3) Use factory reset if needed, 4) Re-pair via app/web UI. Avoid third-party services and document every step taken.
Next Week's Focus
- Implement language-support checklist: Start every call with "Do you prefer Spanish support?" If yes, immediately escalate/transfer using documented procedures and note the request in the ticket.
- Master mesh-node diagnostics: Practice the universal 5-press reset and factory reset procedures for MX/VLP series. Confirm LED states match expected behavior before/during resets.
- Document every action: For connectivity calls, create a running note in the ticket: model, serial, symptoms, steps taken, customer responses, and next steps—even if the call ends abruptly.
- Use approved remote tools only: When remote assistance is needed, use only Linksys-approved methods (e.g., Teams desktop sharing, approved web portals). Never use third-party services.
Technical Accuracy
Improvement
(No transcript quote available)
Agent refused Spanish support despite customer request, violating language-support protocol. No product details or troubleshooting steps were performed.
Improvement
(No transcript quote available)
Used unsupported third-party remote-access service (join.zoho.com) instead of approved Linksys procedures. Failed to follow universal_mesh_full_rebuild KB for node reset/pairing despite red-light symptom.
Improvement
(No transcript quote available)
Incorrectly identified product model as VLP-01 without confirmation and falsely claimed it was out of support. Provided invalid 5-press pairing instructions for VLP series nodes.
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 weekly trend: All three calls suffered from protocol breakdowns—either through language support failures or unsafe technical procedures. The agent shows awareness of data collection needs but struggles with executing standardized troubleshooting and adhering to engagement protocols, especially when faced with unexpected customer communication styles or complex hardware issues.
Recurring pattern: Technical accuracy gaps manifest when the agent either skips verification steps (e.g., model identification) or uses unapproved tools (e.g., join.zoho.com). This creates risk and leaves customers without clear resolution paths.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130249 | 2026-06-01 13:49:01+00:00 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | None; call ended without resolution or next steps |
| #LTS00060763 | 2026-06-01 18:39:44+00:00 | 1.1 | OUTBOUND | WRT54GS2-4A | CONNECTIVITY | ↻ Callback set |
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.