rhea.canazares@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 |
|---|---|---|---|---|---|
| 1 | 35m 43s | MX2000 | CONNECTIVITY | 1 | — |
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
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 2.80 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 35m 43s | 2.80 | 1.00 | 2.00 | 2.00 |
Key Observations
- MX is one of the slowest families at 35m 43s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 35m 43s | 2.80 | 1.00 | 2.00 | 2.00 | ✓ |
Week-over-Week Movement
- Improve accuracy in technical guidance (e.g., correct admin IP)
- Follow mesh-specific troubleshooting protocols
- Collect serial number and warranty status for paid support cases
What Went Well
- Confirmed ticket details and acknowledged customer context
The agent efficiently verified the ticket number and model early in the interaction, establishing clear context before troubleshooting.
> "[01:00] CHANNEL_LEFT: Yes, I have. I've been on the phone with another technician, but we were having telephone problems and so she couldn't call me and so I'm calling you guys back and uh we wanted to continue on where she left off. Yeah. Well, I got a different phone number now, that's why we while I'm calling back. I've got a ticket number. You want that? Ticket number? Ticket number is L70132283.\n[01:00] CHANNEL_RIGHT: Sure. Do you have the ticket number? I actually don't know how you use your phone. What's your phone number? Then? Ah, ticket number. Ticket number, yeah.\n[02:00] CHANNEL_RIGHT: Let me just read your record here, okay? Oh, just a quick confirmation. Did you already pay for the support? You did. Okay. Based on the record, you got two MX two thousand, correct?"
Growth Opportunities
- Avoid incorrect technical guidance and incomplete troubleshooting
The agent provided an incorrect router admin URL/IP address and omitted key mesh-specific troubleshooting steps (e.g., node reset, channel scan). What good looks like: Verify product-specific KB articles before sharing credentials, and follow the full mesh performance checklist — including node reset, placement check, and channel scan — before deeming performance acceptable.
- Collect essential case data for paid support
No serial number, warranty status, or formal documentation was collected despite the customer indicating paid support. What good looks like: Routinely capture serial numbers, verify warranty/RMA eligibility, and document all steps taken — even when the customer self-declares resolution — to ensure clean handoffs and compliance with paid-support policies.
Next Week's Focus
- Double-check router access instructions for MX devices against the official KB before sharing any URLs or IPs.
- Run the full mesh troubleshooting sequence (node reset → placement → channel scan → speed test) on every MX mesh performance call, even if the customer reports improvement.
- Capture serial numbers and warranty status on all paid-support cases, and log them in HappyFox.
- Set explicit follow-up steps (e.g., “monitor for 24 hours and reply with results”) when closing cases with unresolved technical uncertainty.
Technical Accuracy
Improvement: Provided incorrect router IP address ([REDACTED_PHONE]) at [24:00], contradicting KB (should be [REDACTED_PHONE] or myrouter.local). Failed to follow mesh-specific troubleshooting guide (e.g., node reset, channel scan, placement check).
Improvement: No serial number, warranty status, or case documentation collected despite paid support context.
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 single call this week highlights a critical accuracy gap (accuracy = 1.0) driven by incorrect technical guidance (admin URL) and incomplete mesh troubleshooting. The agent collected no serial number or warranty data despite a paid-support context, which increases escalation risk. Next coaching should emphasize KB verification for credentials, full mesh diagnostics, and mandatory data collection for paid cases.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00025571 | 2026-06-04 | 2.8 | INBOUND | MX2000 | CONNECTIVITY | ✓ Likely resolved |