donna.dubduban@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

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

Where Time Goes

Product Families

Key Observations

• MR is one of the slowest families at 12m 39s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.23 vs. last week.
• Accuracy moved up 0.33 vs. last week.
• Protocol moved down 0.33 vs. last week.
• Communication moved down 1.00 vs. last week.
• Average handle time moved down by 9m 54s.

What Went Well

1. Correct product identification

You accurately identified the customer’s MR5500 router, which is critical for targeted troubleshooting.

> “All right. So, yeah I’m calling regarding with the ticket that's actually escalated for department regarding with your Linksys router, the model number which is the MR5500.”

1. Validation of customer environment

You confirmed the customer used a Cat6 cable and verified direct modem speeds (~900 Mbps), establishing a solid baseline for diagnosis.

Growth Opportunities

1. Add WAN port and firmware diagnostics

What “good” looks like: After confirming cable quality, always check the router’s WAN port speed via the web UI and verify firmware version. This would have clarified whether the 100 Mbps limitation was hardware-related or configurable.

Next step: Add “WAN port speed check” and “firmware version verification” to your MR series troubleshooting flow.

1. Clarify warranty and replacement pathways

What “good” looks like: Before directing customers to retailers, confirm warranty eligibility using the serial number, and provide exact replacement steps (e.g., “Contact Linksys support at X or visit Y”).

Next step: Practice the warranty-verification script and use HappyFox notes to flag retailer-confusion risks.

Next Week's Focus

• Diagnostic completeness: For MR5500 speed issues, always check WAN port speed and firmware after cable validation.
• Warranty script: Memorize the serial-number lookup steps and retailer contact details to avoid ambiguity.
• Empathy boosters: Insert at least two positive acknowledgments per call (e.g., “I appreciate you running those tests”) to lift communication scores.
• Handle-time awareness: Aim for average handle time under 10m for similar connectivity cases by streamlining troubleshooting branches.

Technical Accuracy

Improvement

Failed to verify WAN port speed or router configuration via the web UI, missing a key diagnostic step.

#LTS00130830

Improvement

Did not collect serial number or confirm warranty coverage, leading to unclear guidance on replacement process.

#LTS00130830

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

• Top trend: The single call highlights a need for deeper diagnostic rigor (WAN/firmware checks) and clearer warranty guidance. Communication scores dropped significantly vs. prior week — focus on empathy and concise next steps.
• Key pattern: Retailer name confusion and missing serial-number checks created customer friction. Practice warranty-verification flows to prevent repeat issues.

This Week's Calls