analou.mahinay@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 3 LTS queue calls vs 0 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

• OTHER is one of the slowest families at 53m 14s.

Problem Categories

Week-over-Week Movement

• Collect critical customer information (serial number, warranty status) in every call.
• Follow escalation protocols: confirm technician availability before promising callbacks.
• Provide accurate technical guidance (e.g., correct URLs, device models).

What Went Well

1. Polite and professional communication

> Agent apologized for the hold and maintained a polite tone throughout [06:00]

#LTS00024595

1. Systematic troubleshooting approach

> Agent systematically isolated the issue by removing wired devices one by one

#LTS00024595

Growth Opportunities

1. Collect critical customer information

> Missing serial number collection despite no evidence it was previously recorded

#LTS00024595

What better looks like: Always ask for and verify the serial number, warranty status, and case reference at the start of every call. Document these details in the case notes to avoid repeat requests.

1. Follow escalation protocols

> Promised Level-2 callback without confirming technician availability

#LTS00024595

What better looks like: Confirm with Level-2 that a callback is possible before promising one to the customer. If uncertain, say, “I’ll check availability and get back to you within X minutes.”

Next Week's Focus

• Start every call by collecting serial number, warranty status, and case reference. This prevents wasted time and ensures proper documentation.
• Verify Level-2 callback availability before promising one. If unsure, set a realistic timeframe for follow-up.
• Avoid fabricating device information. Always confirm the exact product model with the customer.
• Use correct technical guidance (e.g., URLs, commands). Double-check resources before sharing them.

Technical Accuracy

Improvement

Failed to collect serial number, warranty status, or create/reference a case number in call 1748b4ee-5ee7-11f1-b015-42010a62006f.

#LTS00024595

Improvement

Fabricated device model as 'M97 Harry iPhone' (non-existent product) in call 893d7ad0-6072-11f1-83f8-42010a623f91.

#LTS00024595

Improvement

Provided incorrect remote-access URL (join.me.zoho.com) instead of correct local router URL or Zoho domain in call 4ca78862-6078-11f1-b1e4-42010a660053.

#LTS00024595

Strength

Systematically isolated the issue by removing wired devices one by one, identifying Sonos as the likely culprit in call 4ca78862-6078-11f1-b1e4-42010a660053.

#LTS00024595

No dedicated technical accuracy signals were extracted this week. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns.

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 highest-signal weekly trend is inconsistent collection of critical customer information, leading to unresolved cases and inefficient troubleshooting. Focus on standardizing the opening script to capture serial number, warranty status, and case reference in every call.
• A recurring pattern is promising Level-2 callbacks without confirming availability, which creates false expectations. Next coaching should emphasize verification steps before committing to callbacks.
• No new appendix material was extracted this week.

This Week's Calls