akiko.ohashi@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Calls Handled	Avg Handle Time	Top Product	Top Problem	Cases Documented	Cases Escalated
6	20m 5s	MX5500	HARDWARE	5	—

Work Mix Lens

Frontline-heavy week: 6 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	4.17	6
Protocol	2.50	6
Communication	2.67	6
Overall	3.32	6

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
LN	1	36m 15s	3.00	4.00	2.00	2.00	Outlier: 1.5x weekly median handle time
MX	3	32m 22s	3.43	4.67	2.67	2.67
E	1	15m 38s	3.10	2.00	3.00	4.00
WHW	1	3m 9s	3.50	5.00	2.00	2.00

Key Observations

LN is the slowest family at 36m 15s; outlier: 1.5x weekly median handle time.
MX is one of the slowest families at 32m 22s.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
HARDWARE	2	35m 50s	3.15	4.50	2.50	2.50	✓
CONFIGURATION	2	25m 56s	3.05	3.00	2.50	3.00	✓
SETUP	1	57m 55s	4.00	5.00	3.00	3.00
NO TROUBLESHOOTING NEEDED	1	3m 9s	3.50	5.00	2.00	2.00

Week-over-Week Movement

Improve protocol adherence (case management, warranty verification, serial/model collection).
Enhance communication efficiency by reducing repetitive confirmations and scripted phrases.
Address unresolved technical issues with clear next-step plans and callback scheduling.

What Went Well

Technical Accuracy in Configuration Guidance: Correctly identified and changed the WAN connection type from PPPoE to DHCP for OCN service, resolving the root cause of the internet connectivity issue.
Hardware Diagnosis and Warranty Clarity: Accurately diagnosed power adapter fault and confirmed warranty coverage (3-year warranty, purchase date Jan 6, 2024). Explained replacement policy clearly: full-unit exchange only, no standalone adapter replacement.

Growth Opportunities

Protocol Adherence and Case Management: Failed to collect or reference a HappyFox case number in multiple calls, violating basic case management protocol. Examples include calls with IDs: e72ba53a-57e5-11f1-8c15-42010a660053, 5d2bb948-596a-11f1-8c28-42010a660053, fa0bc9d2-5a38-11f1-8c28-42010a660053.
Communication Efficiency and Clarity: Excessive repetitive confirmations (e.g., 'yes, yes, yes') and scripted phrases (e.g., 'thank you for your business') disrupted call flow and reduced efficiency. Examples include calls with IDs: e72ba53a-57e5-11f1-8c15-42010a660053, 5d2bb948-596a-11f1-8c28-42010a660053, 733d49b0-5a53-11f1-9a53-42010a660053.

Next Week's Focus

This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
Improve protocol adherence (case management, warranty verification, serial/model collection).
Enhance communication efficiency by reducing repetitive confirmations and scripted phrases.
Address unresolved technical issues with clear next-step plans and callback scheduling.

Technical Accuracy

Improvement

Provided incorrect default router IP address ([REDACTED_PHONE]) instead of the standard [REDACTED_PHONE] or myrouter.local for E9450. This contradicts KB guidance and is a clear accuracy error.

Improvement

Misstated Wi-Fi password character restrictions, claiming no symbols or special characters allowed, which is factually incorrect per KB for E9450.

Strength

Correctly diagnosed LAN IP conflict and guided customer through valid OpenWRT LAN IP change procedure. Customer confirmed the IP change was reflected in the UI at [24:52].

Improvement

Failed to summarize a concrete next-step plan or set a callback time for unresolved NTT gateway registration issue, leading to pending resolution status.

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 protocol adherence (case management, warranty verification, serial/model collection).; Enhance communication efficiency by reducing repetitive confirmations and scripted phrases.; Address unresolved technical issues with clear next-step plans and callback scheduling.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130686	2026-05-25 03:00:36+00:00	3.50	OUTBOUND	WHW03	NO TROUBLESHOOTING NEEDED	Customer can continue using existing Wi-Fi password for client connections and use the separately set admin password for app access; no further action required unless ISP needs special configuration.
#LTS00130986	2026-05-27 01:21:19+00:00	3.00	OUTBOUND	LN6001	CONFIGURATION	No fix confirmed. Customer disengaged, stating they would call back later. Agent did not set callback time or provide self-help resources. Suggested recontacting support if issue persists.
#LTS00131169	2026-05-28 02:00:18+00:00	4.00	OUTBOUND	MX5500	SETUP	Router configured and internet connectivity confirmed.
#LTS00131180	2026-05-28 05:09:49+00:00	3.30	OUTBOUND	MX5500	HARDWARE	Agent will consult supervisor, verify proof of purchase, and contact customer by email/phone within specified callback windows to arrange warranty replacement.
#LTS00131185	2026-05-28 05:41:56+00:00	3.10	OUTBOUND	E9450	CONFIGURATION	Password changed successfully; customer re‑connected the Mac to Wi‑Fi.
#LTS00131180	2026-05-28 06:39:33+00:00	3.00	OUTBOUND	MX5500	HARDWARE	Customer advised to search Amazon for a compatible AC adapter and to contact Technical Support again for further assistance.