# 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. |