rubierosa.levi@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
9	24m 50s	EA8100	CONNECTIVITY	9	—

Work Mix Lens

Frontline-heavy week: 9 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	2.12	8
Protocol	1.88	8
Communication	2.25	8
Overall	2.33	8

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
EA	3	63m 36s	1.73	1.33	1.33	1.67	Outlier: 2.9x weekly median handle time
RE	2	25m 27s	2.80	3.50	2.00	3.00
MR	1	21m 53s	—	—	—	—
SPN	2	16m 50s	3.05	3.00	2.00	2.00
MX	1	8m 58s	3.00	1.00	3.00	3.00

Key Observations

EA is the slowest family at 63m 36s; outlier: 2.9x weekly median handle time.
RE is one of the slowest families at 25m 27s.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	4	17m 30s	2.20	1.75	1.75	2.25	✓
SETUP	2	20m 0s	2.05	2.50	1.50	2.50	✓
CONFIGURATION	1	24m 43s	2.80	3.00	2.00	3.00
GENERAL INQUIRY	1	17m 5s	1.10	1.00	1.00	2.00	✓
ACCESS	1	19m 53s	3.30	5.00	3.00	2.00

Week-over-Week Movement

Overall moved up 0.47 vs. last week.
Accuracy moved up 0.54 vs. last week.
Communication moved down 0.21 vs. last week.
Average handle time moved up by 5m 27s.
Family swing: SPN handle time moved down by 25m 52s vs. last week.
Family swing: MX handle time moved down by 9m 15s vs. last week.

What Went Well

Adaptability in troubleshooting: Eventually recognized that the extender was already configured and broadcasting as blue_EXNT, adapting guidance accordingly.
Customer engagement: Collected customer name, phone number, and email accurately.

Growth Opportunities

Technical accuracy in guidance: Inaccurate technical guidance: recovery-key reset is not a valid method for MX4200 Velop routers. This contradicts the KB, which specifies factory reset or app re-pairing for password recovery on Velop devices.
Protocol adherence and case management: Failed to escalate or reference any known resource for website outage status. Requested customer's phone number without justification or context.

Next Week's Focus

This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
Improve technical accuracy in troubleshooting guidance, especially for Velop and router models.
Adhere to protocol for case management and escalation paths.
Reduce handle time for high-volume problem categories.

Technical Accuracy

Improvement

Incorrect technical guidance: recovery-key reset is not supported for MX4200 Velop routers. Correct method is factory reset or app re-pairing.

Improvement

Failed to escalate or reference any known resource for website outage status. No resolution or self-help path provided.

Improvement

Provided incorrect reset instructions ('RESETTER20') for FGW5500 router. No standard troubleshooting protocol followed.

Improvement

Misidentified SPNM55 as SPMX55, leading to irrelevant guidance about Verizon modems and non-existent fees.

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

Weekly pattern unavailable.

Focus points: Improve technical accuracy in troubleshooting guidance, especially for Velop and router models.; Adhere to protocol for case management and escalation paths.; Reduce handle time for high-volume problem categories.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00131535	2026-06-01 02:15:25+00:00	3.00	INBOUND	MX4200	CONNECTIVITY	Customer set a new router password and reported accessing the app dashboard; advised to update firmware if desired. No verification of login success or resolution confirmation.
#LTS00131749	2026-06-02 01:57:38+00:00	2.80	INBOUND	RE6700	CONFIGURATION	Customer accessed extender interface and began reconfiguration; agent will send KB article for further guidance.
#GI00131750	2026-06-02 02:07:21+00:00	1.10	INBOUND	—	GENERAL INQUIRY	No resolution or next step was provided.
#LTS00131754	2026-06-02 02:14:40+00:00	2.80	INBOUND	RE6400	SETUP	Offered paid technical support and promised to send a troubleshooting article.
#LTS00131755	2026-06-02 02:41:41+00:00	—	INBOUND	MR7350	CONNECTIVITY	—
#LTS00094562	2026-06-03 02:57:17+00:00	1.00	INBOUND	EA8100	CONNECTIVITY	Agent promised to email the customer for further review; no technical fix was applied.
#LTS00131999	2026-06-03 10:08:25+00:00	2.80	INBOUND	SPNMX55	SETUP	Agent created a case but offered no technical resolution or self-help path. Customer declined further assistance and chose to discard the devices.
#LTS00132367	2026-06-05 05:32:57+00:00	1.40	OUTBOUND	EA8100	CONNECTIVITY	Scheduled a callback and promised to email a link; no resolution achieved during call.
#LTS00132367	2026-06-05 07:56:59+00:00	2.80	OUTBOUND	EA8100	CONNECTIVITY	Customer accessed setup page and completed configuration; callback scheduled for printer setup.
#LTS00132376	2026-06-05 10:01:16+00:00	3.30	INBOUND	SPNM60TB	ACCESS	Customer reported successful connection via Sky Stream box after re-entering password.