jhonjobert.zambrano@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 36m 41s.

Problem Categories

Week-over-Week Movement

• Perform basic troubleshooting steps (reset, power-cycle, WAN check, LED interpretation) for hardware faults before escalating or offering paid support.
• Verify exact product model and warranty status before proceeding with resolution paths.
• Create HappyFox cases for all reported issues, especially hardware faults, to ensure proper case management and follow-up.

What Went Well

No transcript highlights available for this week.

Growth Opportunities

Incomplete case management and resolution

Agent suggested purchasing a new router and offered paid-out-of-warranty support; no fix for the existing device was provided. No case or follow-up was established.

#LTS00072772

Next step: Always create a HappyFox case for hardware faults, even if the customer appears unsatisfied with free troubleshooting. Document the issue, capture serial numbers, and set clear next steps (callback, follow-up, or escalation) before closing.

Lack of troubleshooting and diagnostic steps

I did all the troubleshooting steps through the app and it will not light back up or anything of that sort. it's a AMR 98 whatever. at least a year. no I got it on Amazon. yeah about a year. yeah let me find it. serial number 32L108Z001.

one one three seven nine got it let me just check let me just check on the exact yeah it's here just give me a couple of seconds okay

Next step: For hardware faults, always perform at least these three quick checks:

1. Power-cycle the device (unplug for 10 seconds, plug back in).
2. Verify power source (outlet, surge protector, or PoE if applicable).
3. Check LED indicators against the device’s LED guide (solid blue = powered, blinking = booting, etc.).

If the device still fails after these steps, proceed to deeper diagnostics (WAN cable test, factory reset, firmware check) before suggesting paid support or replacement.

Next Week's Focus

1. Create a case for every hardware fault — even if the customer wants to buy a new unit. Capture serial number, model, and symptom in HappyFox.
2. Run the three-step hardware diagnostic on every reported “won’t power on” or “no internet” case before offering paid support.
3. Confirm model and warranty status using the serial number before proceeding with any resolution path.
4. Document next steps clearly — set a callback, schedule a follow-up, or escalate with a concise handoff note.

Technical Accuracy

Improvement

Agent failed to perform any diagnostic steps (reset, power-cycle, WAN check, LED interpretation) for a reported hardware fault on MR9600 (serial 32L108Z001).

#LTS00072772

Improvement

Agent did not verify the exact router model despite having the serial number, leading to incomplete troubleshooting guidance.

#LTS00072772

Improvement

Agent offered paid support ($99.99) without first exhausting free troubleshooting or confirming the issue, violating protocol for out-of-warranty cases.

#LTS00072772

Improvement

No HappyFox case was created despite clear hardware fault, violating case management protocol.

#LTS00072772

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

• The single call this week highlights a critical gap in protocol adherence: skipping basic hardware diagnostics and failing to create a case for a clear hardware fault. This pattern risks customer dissatisfaction and missed first-contact resolution opportunities. Focus next week on the three-step hardware diagnostic and mandatory case creation for any hardware fault.

This Week's Calls