jane.reambonanza@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 |
|---|---|---|---|---|---|
| 1 | 34m 53s | SPNM60CF | ACCESS | 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 | 3.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 3.00 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| SPN | 1 | 34m 53s | 3.00 | 3.00 | 2.00 | 2.00 |
Key Observations
- SPN is one of the slowest families at 34m 53s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| ACCESS | 1 | 34m 53s | 3.00 | 3.00 | 2.00 | 2.00 |
Week-over-Week Movement
- Overall moved up 0.40 vs. last week.
- Accuracy moved down 0.25 vs. last week.
- Protocol moved up 0.50 vs. last week.
- Communication moved down 0.25 vs. last week.
- Average handle time moved down by 38m 17s.
What Went Well
- Accurate password reset guidance
> Correctly guided admin password reset using recovery key (KB-compliant).
- Clear explanation of password types
> Accurately explained difference between Wi-Fi and admin passwords (KB-compliant).
Growth Opportunities
- Improve initial IP address guidance accuracy
What better looks like: Always verify and provide the exact, KB-compliant IP address on the first attempt, avoiding confusion.
> Initial incorrect IP address ([REDACTED_PHONE]) provided - should have been [REDACTED_PHONE] per KB guidance.
- Verify guest network settings before call closure
What better looks like: Confirm guest network changes are applied and functional before ending the call, ensuring the customer doesn’t need to follow up.
> Guest network settings were not verified or updated during the call, leaving customer to self-service without confirmation.
Next Week's Focus
- Double-check IP addresses against KB before sharing them with customers.
- Add a quick verification step for guest network settings after password resets.
- Practice concise explanations of password types early in the call to prevent confusion.
- Review SPN product guides to build faster first-contact resolution paths.
Technical Accuracy
Improvement
Initial incorrect IP address ([REDACTED_PHONE]) provided - should have been [REDACTED_PHONE] per KB guidance.
Note: Agent provided wrong IP address initially; corrected to KB-compliant value later.
Improvement
Guest network settings were not verified or updated during the call, leaving customer to self-service without confirmation.
Note: Guest network modification was not performed or verified during the call.
Strength
Correctly guided admin password reset using recovery key (KB-compliant procedure).
Note: Agent followed KB-compliant steps for password reset using recovery key.
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
- Highest-signal weekly trend: Single SPN ACCESS call took 35m 13s with solid resolution but room for efficiency in IP guidance and guest network verification.
- Recurring pattern to watch: Initial IP address errors and lack of guest network confirmation before closure.
- Evidence summarized above follows quote governance rules.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00117838 | 2026-05-26 19:21:02+00:00 | 3.00 | INBOUND | SPNM60CF | ACCESS | Admin password reset; customer can now log in and modify guest network settings independently. |