akiko.ohashi@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 6 LTS queue calls vs 1 TE-owned calls.
• Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.

Scorecard

Where Time Goes

Product Families

Key Observations

• MBE is the slowest family at 82m 39s; outlier: 1.9x weekly median handle time.
• MX is one of the slowest families at 54m 48s.

Problem Categories

Week-over-Week Movement

• Overall moved down 1.08 vs. last week.
• Accuracy moved down 1.17 vs. last week.
• Protocol moved down 0.90 vs. last week.
• Average handle time moved up by 16m 33s.
• Family swing: WHW handle time moved up by 40m 03s vs. last week.
• Family swing: MX handle time moved up by 22m 26s vs. last week.
• Family swing: E handle time moved down by 8m 13s vs. last week.

What Went Well

1. Clear model identification via physical description

> Agent correctly identified the model as WHW-03 through physical description despite customer's inability to read the label.

#LTS00078107

1. Accurate PPPoE configuration guidance

> Agent correctly guided PPPoE configuration with accurate field mapping (S-ID as username).

#LTS00078107

Growth Opportunities

1. Collect critical product information

What better looks like: Always confirm and record product model, serial number, and warranty status early in the call.

Next step: Add a standard opening script to capture model, serial, and warranty details for every call.

#TE00127911, #LTS00131803, #LTS00078107, #LTS00078107

1. Provide concise, structured instructions

What better looks like: Deliver clear, step-by-step guidance without unnecessary repetition.

Next step: Use bullet points or numbered lists in your instructions to improve clarity and reduce confusion.

#LTS00078107

Next Week's Focus

1. Standardize opening scripts to capture model, serial, and warranty details for every call.
2. Use structured instruction formats (bullets/numbered lists) to improve clarity and reduce repetition.
3. Practice efficient troubleshooting for SETUP and CONNECTIVITY issues, focusing on quick diagnostics and clear next steps.
4. Review escalation protocols to ensure timely and effective handoffs when needed.

Technical Accuracy

• Improvement

> Failed to collect product model, serial number, or warranty information at any point in call_id eddc805a-5fda-11f1-ab49-42010a660053, critical omissions for technical support.

#TE00127911

• Improvement

> Provided factually incorrect technical information by claiming the device was end-of-life with no firmware updates, without model verification in call_id a6c588ea-5e9c-11f1-b9fe-42010a623f91.

#LTS00063868

• Improvement

> Failed to follow standard mesh-node replacement procedure (reset, pair, verify LEDs) in call_id 3fdb6d7a-5e47-11f1-a72f-42010a660053.

#LTS00131803

• Strength

> Agent correctly identified the model as WHW-03 through physical description despite customer's inability to read the label in call_id fc6bcd96-5fea-11f1-ba02-42010a660053.

#LTS00078107

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00127911 — Pending with Level 2

• What L1 saw: Customer unable to save MAP-E IPv6 settings in the IPoE Assistant; router interface hangs on 'saving.'
• Why it escalated: Repeated UI hangs and configuration failures despite multiple attempts.
• Related call chain: This was a follow-up to an earlier call where the issue was first reported.
• What L2 did:

- Attempted remote troubleshooting via Zoho Assist.

- Tried editing Interface 1 settings, disabling IPoE, and entering IPv6/IPv4 prefixes.

- Repeated Save & Apply actions despite UI hanging.

- Attempted to copy and paste IPv6 prefix values after calculation.

• Current state: Pending engineering analysis.
• L1 learning points:

1. Collect product model, serial number, and warranty information before troubleshooting.

2. Validate customer's ability to access the router web interface before initiating remote sessions.

3. Diagnose the root cause of UI freezes (e.g., browser issues, firmware bugs, connectivity problems) rather than repeating the same actions.

Coach Appendix

• Highest-signal weekly trend: Failure to collect critical product information (model, serial, warranty) across multiple calls, leading to inefficiencies and incomplete troubleshooting.
• Recurring pattern: Repetitive and unclear instructions causing customer confusion and prolonged handle times, particularly in SETUP and CONNECTIVITY categories.
• Evidence: See "Growth Opportunities" and "Technical Accuracy" sections for specific call examples and coaching moments.

This Week's Calls