josephmycko.balindres@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 | 8m 52s | MX2000 | SETUP | 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 | 1.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.00 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 |
Key Observations
- MX is one of the slowest families at 8m 52s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 8m 52s | 3.00 | 1.00 | 1.00 | 3.00 | ✓ |
Week-over-Week Movement
- Overall moved up 0.90 vs. last week.
- Accuracy moved down 2.00 vs. last week.
- Protocol moved down 1.00 vs. last week.
- Communication moved up 1.00 vs. last week.
- Average handle time moved down by 4m 28s.
- Family swing: MX handle time moved down by 12m 38s vs. last week.
What Went Well
- Polite and patient communication
Maintained a respectful tone even during silence and unclear customer responses.
- Clear recovery instructions
> all right so right now the light of the child node that you wanted to connect is green okay so that means that it's ready for setup [ silence ] um where is it located right now or how far is it from the main nod...
Growth Opportunities
- Technical accuracy in LED interpretation
What better looks like: Confidently identify that solid blue/teal (not green) confirms successful mesh connection. Avoid stating green means “ready for setup.”
> all right so right now the light of the child node that you wanted to connect is green okay so that means that it's ready for setup
- Protocol adherence for model number collection
What better looks like: Treat model number as mandatory for mesh troubleshooting and warranty checks. If the customer provides only serial, politely ask: “I also need the exact model number of the main node to proceed.”
> Model number of the main nodes or just give me the serial number instead? Okay.
Next Week's Focus
- Verify LED states against KB before confirming readiness (solid blue/teal = connected, blinking purple = pairing).
- Collect model + serial on every mesh call; document both in the case notes.
- Confirm post-relocation stability by asking, “Can you move the node to its final location and watch the LED for 5 minutes?”
- Create a HappyFox case for every call, even if resolved, to capture serial, model, and troubleshooting steps.
Technical Accuracy
Improvement
Incorrect LED interpretation: Stated green LED means 'ready for setup' ([03:00]). This contradicts KB guidance (solid blue/teal indicates successful mesh connection).
Improvement
Failed to collect product model number despite asking for it ([02:00]), which is critical for mesh troubleshooting and warranty eligibility.
Strength
Clear instruction to wait 3–5 minutes after reset aligned with standard mesh recovery guidance, leading to customer confirmation of solid blue LED stability.
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 trend: Technical inaccuracies (LED states, model collection) drove low accuracy/protocol scores despite successful resolution. Focus next week on KB validation of LED behavior and mandatory model+serial capture.
- Recurring pattern: Protocol gaps in documentation (no case created) and critical information collection (model number). Reinforce case creation and information-gathering scripts in next coaching session.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00099614 | 2026-05-26 20:00:11+00:00 | 3.00 | INBOUND | MX2000 | SETUP | Child node turned solid blue and remained stable; customer instructed they could now relocate it. |