raquel.intong@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
16	23m 47s	MX4200	CONNECTIVITY	16	1

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

Dimension	This Week	Calls Reviewed
Accuracy	2.20	16
Protocol	1.90	16
Communication	2.10	16
Overall	2.20	16

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
MX	6	37m 10s	2.12	2.17	1.83	2.00	Outlier: 1.9x weekly median handle time
MBE	1	24m 27s	2.80	2.00	2.00	2.00
E	1	19m 15s	1.80	1.00	2.00	3.00
WHW	3	19m 7s	2.47	2.00	1.67	2.00
MR	3	17m 51s	2.17	2.33	1.67	2.33
EA	2	12m 20s	2.90	4.00	2.00	2.00
OTHER	1	6m 44s	1.10	1.00	1.00	2.00

Key Observations

MX is the slowest family at 37m 10s; outlier: 1.9x weekly median handle time.
MBE is one of the slowest families at 24m 27s.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	9	26m 7s	2.10	2.10	2.00	2.20	✓
SETUP	3	15m 0s	2.50	2.30	1.70	2.00
ACCESS	2	17m 38s	2.30	3.00	1.50	1.50	✓
HARDWARE	1	27m 35s	1.60	1.00	1.00	2.00	✓

Week-over-Week Movement

Improve accuracy in product identification and LED behavior guidance.
Reduce premature escalations; perform basic troubleshooting before escalating.
Address billing inquiries with proper referrals or resolutions.

What Went Well

Effective resolution in complex setup: Successfully diagnosed and resolved the issue by replacing the failing main node and rebuilding the mesh network (09:59–35:20).
Clear post-call guidance: Gave actionable post-call guidance: advised checking ISP, power, and Ethernet cables if issue recurs (45:29).

Growth Opportunities

Incorrect technical guidance on LED behavior: Described incorrect LED behavior: claimed MX-4200 would show solid pink or purple during setup (11:05, 30:12), which is not accurate per KB.
Premature escalation without troubleshooting: Escalated to Level 2 with callback window of 3–24 business hours; no immediate resolution or self-help guidance provided.

Next Week's Focus

This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
Improve accuracy in product identification and LED behavior guidance.
Reduce premature escalations; perform basic troubleshooting before escalating.
Address billing inquiries with proper referrals or resolutions.

Technical Accuracy

Improvement

Incorrectly identified router as Linksys E4200 despite customer stating it was Cisco; provided end-of-life guidance without verification.

Improvement

Used invalid URL scheme (HTTPS) for local admin access (myrouter.local) on MX4200 call; correct URL is HTTP only.

Improvement

Incorrectly referenced 'M4000' model (non-existent) during escalation call for MX6200 setup issue.

Improvement

Provided incorrect LED color guidance for MX4200 (pink/purple instead of blue/white) and used invalid 5-press reset method.

Strength

Successfully guided customer through 5-press method on MBE7000, achieving solid white lights and confirmed internet connectivity.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Resolved

Call Outcome: Escalated to Level 2 with callback window of 3–24 business hours; no immediate resolution or self-help guidance provided.
Level 2 Resolution Steps: [{'timestamp': '2026-06-04 02:39:04', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hello Team. Customer wanted to talk to level 2. Customer is calling the same issue within the same day after spending time troubleshooting with the first Agent. Got approval and permession from sir Paolo R. to proceed escalating the ticket for advance troubleshooting. Thank you.'}, {'timestamp': '2026-06-04 02:40:38', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-06-04 15:53:34', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00027382 Angie Loor [REDACTED_EMAIL] [REDACTED_PHONE] MX6200 58W10M2BD08715 Spectrum - this ticket was claimed from the TE queue'}, {'timestamp': '2026-06-04 16:04:08', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00027382 Angie Loor [REDACTED_EMAIL] [REDACTED_PHONE] MX6200 58W10M2BD08715 Spectrum - this ticket was claimed from the TE queue - callback time at 12:00 AM MNL - the phone rings - heard the auto callback disclaimer - did not hear any response - assumed it was the voice mail - left a message - have mentioned to be calling again after 30 minutes an hour - released the call'}, {'timestamp': '2026-06-04 16:32:58', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': '- second callback at 12:30 am MNL - the phone rings - heard the auto callback disclaimer - did not hear any response - assumed it was the voice mail - left a mesage - released the call'}, {'timestamp': '2026-06-04 16:35:50', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Hi Angie, Good day! We wish to inform you that we tried to reach you through ([REDACTED_PHONE] to follow up with your device unfortunately, our call could not go through. If you have another preferred time for the call, let us know the best time for us to call you again and we will get back to you. If you have another phone number that we can call, feel free to provide it in response to this email.'}, {'timestamp': '2026-06-04 16:35:58', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Callback -> Resolved'}]
Current Status: Resolved

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve accuracy in product identification and LED behavior guidance.; Reduce premature escalations; perform basic troubleshooting before escalating.; Address billing inquiries with proper referrals or resolutions.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00131535	2026-06-01 01:00:18+00:00	3.00	INBOUND	MX4200	CONNECTIVITY	Wi-Fi restored after rebuilding mesh with new parent node and re-adding child nodes. No further action required unless issue recurs. Customer advised to check ISP, power, and Ethernet cable if problem returns.
#LTS00082539	2026-06-02 00:19:57+00:00	1.20	INBOUND	MX4200	CONNECTIVITY	Call ended without confirmed resolution or clear next step. Internet connectivity was not verified.
#LTS00132163	2026-06-02 02:02:06+00:00	1.80	INBOUND	MX4200	ACCESS	No action taken; call ended without resolution.
#LTS00131965	2026-06-03 01:24:27+00:00	2.10	INBOUND	MX5500	CONNECTIVITY	Ticket created for follow-up. Customer advised to verify WAN connection, ensure nodes are within range, and contact support if issue persists.
#LTS00131975	2026-06-03 02:05:22+00:00	2.60	INBOUND	MR7500	ACCESS	Customer was given ticket 131975 and instructed to call back for paid support or attempt the suggested steps; no fix confirmed.
#LTS00131978	2026-06-03 02:49:30+00:00	2.90	INBOUND	EA8100	CONNECTIVITY	Customer declined paid support and will replace router; agent provided reset article for self-help.
#LTS00131991	2026-06-03 07:00:02+00:00	1.10	INBOUND	FGW5500	CONNECTIVITY	Agent informed customer that billing is not handled by technical support; no resolution, referral, or next step provided.
#LTS00132154	2026-06-04 00:44:29+00:00	1.80	INBOUND	E4200	CONNECTIVITY	Agent recommended contacting Spectrum to obtain a compatible Wi-Fi 6 router, suggesting the current device is obsolete.
#LTS00132155	2026-06-04 01:00:41+00:00	2.90	INBOUND	EA7300	SETUP	Internet connectivity restored after modem reboot; no further steps needed.
#LTS00132158	2026-06-04 01:11:18+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Customer will reset the node and re‑configure it as the parent per the guide; may purchase paid support if the issue persists.
#LTS00132163	2026-06-04 01:48:33+00:00	2.80	INBOUND	MX4200	ACCESS	Customer accessed router settings via recovery key; agent promised to email a KB article for further guidance.
#TE00027382	2026-06-04 02:28:35+00:00	1.80	INBOUND	MX6200	SETUP	Escalated to Level 2 with callback window of 3–24 business hours; no immediate resolution or self-help guidance provided.
#LTS00132346	2026-06-05 00:50:20+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Customer will purchase a new router (MBE7000 Pro 7) and have a technician install it.
#LTS00132361	2026-06-05 02:33:42+00:00	2.30	INBOUND	MR9610	CONNECTIVITY	Offered paid support for factory reset; no action taken or confirmed fix.
#LTS00075531	2026-06-05 02:45:50+00:00	1.80	INBOUND	WHW03	CONNECTIVITY	Offered $15 paid troubleshooting or an emailed setup guide; customer declined paid option and requested live help, which was not provided.
#LTS00132360	2026-06-05 02:58:17+00:00	1.60	INBOUND	MR8300	HARDWARE	Agent declared hardware defect, offered $15 paid support, and suggested purchasing new routers (LN1600, MX6200 Netgear). No technical fix or RMA issued.
#LTS00132370	2026-06-05 07:44:41+00:00	2.80	INBOUND	MBE7000	SETUP	Nodes are now online and internet connectivity is confirmed; no further action required.