girlyjoy.pocot@concentrix.com — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 31 | 12m 9s | WHW03 | SETUP | 31 | 2 |
Work Mix Lens
- Frontline-heavy week: 35 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
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.50 | 31 |
| Protocol | 1.70 | 31 |
| Communication | 2.30 | 31 |
| Overall | 2.30 | 31 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| EA | 3 | 24m 23s | 2.27 | 3.00 | 1.33 | 2.33 | Outlier: 2.5x weekly median handle time |
| MX | 12 | 16m 35s | 2.53 | 3.42 | 1.67 | 2.33 | Outlier: 1.7x weekly median handle time |
| WHW | 8 | 10m 30s | 2.45 | 2.12 | 2.00 | 2.38 | |
| MR | 5 | 9m 36s | 2.06 | 2.40 | 1.40 | 2.20 | |
| RE | 5 | 9m 32s | 2.26 | 1.20 | 1.40 | 2.20 | |
| E | 1 | 8m 16s | 1.30 | 1.00 | 1.00 | 2.00 | |
| SPN | 2 | 6m 16s | 2.75 | 2.50 | 1.50 | 2.50 |
Key Observations
- EA is the slowest family at 24m 23s; outlier: 2.5x weekly median handle time.
- MX is the slowest family at 16m 35s; outlier: 1.7x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 13 | 12m 2s | 2.10 | 2.50 | 1.50 | 2.20 | ✓ |
| ACCESS | 7 | 11m 3s | 2.20 | 2.30 | 1.60 | 2.40 | ✓ |
| CONNECTIVITY | 9 | 13m 12s | 2.60 | 3.10 | 1.90 | 2.60 | |
| CONFIGURATION | 1 | 9m 38s | 2.80 | 5.00 | 2.00 | 2.00 |
Week-over-Week Movement
- Average handle time moved down by 6m 12s.
- Family swing: MX handle time moved down by 18m 59s vs. last week.
- Family swing: EA handle time moved up by 17m 56s vs. last week.
- Family swing: E handle time moved down by 10m 35s vs. last week.
What Went Well
- Technical Accuracy in Mesh Node Pairing: Provided accurate 5-press pairing method for WHW03 mesh node, leading to successful reconnection (Call ID: 0e1f8024-5f72-11f1-a268-42010a62006f).
- Customer Communication and Follow-Up: Maintained polite and professional tone throughout calls, offering to send detailed email instructions for setup and troubleshooting (e.g., Call ID: 0e1f8024-5f72-11f1-a268-42010a62006f).
Growth Opportunities
- Technical Accuracy and Model-Specific Guidance: Provided incorrect reset instructions (30 seconds instead of 10) for RE6300 and RE6700 extenders, leading to unresolved issues (Call IDs: 682b932c-6018-11f1-9510-42010a62006f, a8af92a8-611d-11f1-821f-42010a623f91).
- Protocol Adherence and Case Documentation: Failed to collect or verify product model/serial numbers in multiple calls, violating core protocol (e.g., Call IDs: 7e622444-5dc0-11f1-8d1a-42010a62006f, 6c4d0fce-60f6-11f1-ad3e-42010a62006f).
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve technical accuracy in model-specific guidance (e.g., reset durations, admin UI URLs).
- Enhance protocol adherence (e.g., collect and verify model/serial numbers in every call).
- Strengthen case documentation and follow-up to reduce unresolved calls.
Technical Accuracy
Improvement
Provided incorrect default admin password (admin/1234) for E1200 router; correct default is admin/admin (Call ID: 7e622444-5dc0-11f1-8d1a-42010a62006f).
Improvement
Collected full credit card details (number, expiry, CVV) over unsecured phone line without pausing recording, violating PCI DSS compliance (Call ID: 01bfd906-5ddc-11f1-99b9-42010a62006f).
Improvement
Provided incorrect reset duration (30 seconds) for RE6300 extender; correct duration is 10 seconds per KB (Call ID: 682b932c-6018-11f1-9510-42010a62006f).
Strength
Successfully guided 5-press pairing method for WHW03 mesh node, leading to successful reconnection and resolution (Call ID: 0e1f8024-5f72-11f1-a268-42010a62006f).
Improvement
Provided incorrect admin UI URL (myrouter.loco) instead of myrouter.local or myrouter.info, causing customer confusion (Call ID: d034de18-60ec-11f1-8b9b-42010a623f91).
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
— — Resolved
- Call Outcome: Escalated and scheduled callback; no technical fix confirmed.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-01 18:11:40', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-01 18:14:53', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Case Summary: Customer reset the router and connected a MacBook to the network successfully. However, attempts to access the web interface via [REDACTED_PHONE] failed across multiple browsers (Chrome, Incognito, Safari), all showing the same error. The customer was also unable to establish a wired connection from the computer to the router. Basic troubleshooting was performed, including isolating the router from the modem and performing another reset, but access to [REDACTED_PHONE] and myrou...'}, {'timestamp': '2026-06-01 20:15:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-01 20:16:05', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-01 23:53:57', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'processed call back case number: TE00131644 phone number : [REDACTED_PHONE] ext : 10069 Case: DETAILED DESCRIPTION OF THE ISSUE: Unable to get online TROUBLESHOOTING: Specific Step-by-Step procedures taken with Customer: USE DETAIL. - Callback process 6:38 AM MNLA - Dialed [REDACTED_PHONE] - I was able to talk with the client - Mention the reason of calling and verified concern - Status light of the router is orange globe - Try to access myrouter.local - unable to access - Try other browser and....'}, {'timestamp': '2026-06-01 23:54:15', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'processed call back case number: TE00131644 phone number : [REDACTED_PHONE] ext : 10069 Case: DETAILED DESCRIPTION OF THE ISSUE: Unable to get online TROUBLESHOOTING: Specific Step-by-Step procedures taken with Customer: USE DETAIL. - Callback process 6:38 AM MNLA - Dialed [REDACTED_PHONE] - I was able to talk with the client - Mention the reason of calling and verified concern - Status light of the router is orange globe - Try to access myrouter.local - unable to access - Try other browser and....'}, {'timestamp': '2026-06-01 23:54:46', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
— — Resolved
- Call Outcome: Customer to reset a child node, connect it to the modem, set it up as new parent, and attempt to access admin page; then re-add old parent as child node.
- Current Status: Resolved
Coach Appendix
Weekly pattern unavailable.
Focus points: Improve technical accuracy in model-specific guidance (e.g., reset durations, admin UI URLs).; Enhance protocol adherence (e.g., collect and verify model/serial numbers in every call).; Strengthen case documentation and follow-up to reduce unresolved calls.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00127328 | 2026-06-01 13:47:56+00:00 | 1.30 | INBOUND | E1200 | ACCESS | Customer instructed to try default credentials and, if that fails, perform a factory reset and then log in via the web interface; no further assistance provided. |
| #LTS00131479 | 2026-06-01 15:04:11+00:00 | 2.80 | INBOUND | MX5500 | CONNECTIVITY | Customer observed automatic reconnection to 5 GHz network during call; issue resolved without agent intervention. Agent advised using web interface over app for reliability. |
| #LTS00131635 | 2026-06-01 16:10:23+00:00 | 2.80 | INBOUND | MR7500 | CONNECTIVITY | Agent will email step‑by‑step firmware reflash instructions and product recommendations. |
| #LTS00131636 | 2026-06-01 16:23:29+00:00 | 2.80 | INBOUND | SPNM60TB | ACCESS | Customer instructed to log into the router’s web UI, change the admin password, and optionally enable a guest network; no verification of success. |
| #TE00131644 | 2026-06-01 17:04:52+00:00 | 1.80 | INBOUND | EA8300 | SETUP | Escalated and scheduled callback; no technical fix confirmed. |
| #LTS00104206 | 2026-06-01 17:19:12+00:00 | 1.80 | INBOUND | MX4200 | SETUP | Advised to search online for Cisco technical support; no further action taken. |
| #LTS00132316 | 2026-06-01 17:50:31+00:00 | 1.80 | INBOUND | MX8500 | ACCESS | Customer to reset a child node, connect it to the modem, set it up as new parent, and attempt to access admin page; then re-add old parent as child node. |
| #LTS00131694 | 2026-06-01 20:23:20+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | Agent will email step‑by‑step instructions; no fix confirmed on the call. |
| #LTS00131699 | 2026-06-01 20:37:49+00:00 | 2.80 | INBOUND | EA7300 | SETUP | Sent email with router setup instructions; customer to follow guide and verify connectivity. |
| #LTS00131670 | 2026-06-01 21:25:56+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Customer followed emailed instructions and reported LED turned solid blue; no further validation of internet or Wi-Fi functionality was performed. |
| #LTS00131850 | 2026-06-02 16:19:11+00:00 | 1.30 | INBOUND | MR75MS | SETUP | Agent promised to send email instructions to an invalid domain; no resolution confirmed. |
| #LTS00131859 | 2026-06-02 16:53:23+00:00 | 3.10 | INBOUND | MX2000 | CONNECTIVITY | Send email with factory‑reset and setup guide. |
| #LTS00131863 | 2026-06-02 17:08:42+00:00 | 1.40 | INBOUND | WHW03 | ACCESS | No valid resolution provided; customer instructed to try local password method based on false premise. |
| #LTS00131876 | 2026-06-02 17:57:19+00:00 | 2.80 | INBOUND | MR7350 | CONNECTIVITY | Agent will email factory-reset instructions; customer to perform reset and monitor performance. |
| #LTS00131889 | 2026-06-02 19:21:19+00:00 | 1.80 | INBOUND | MR8300 | ACCESS | Customer instructed to use recovery key and verify modem connection; advised to contact ISP for internet service. |
| #LTS00131907 | 2026-06-02 20:28:23+00:00 | 2.80 | INBOUND | RE6300 | SETUP | Agent will email the customer a step‑by‑step setup guide; customer to retry reset and setup. |
| #LTS00131922 | 2026-06-02 21:21:43+00:00 | 2.80 | INBOUND | MX2000 | SETUP | All nodes are solid blue and internet access confirmed; no further action required. |
| #LTS00132026 | 2026-06-03 14:53:37+00:00 | 2.80 | INBOUND | WHW03 | SETUP | Agent will email detailed reset and pairing instructions; customer to attempt steps and report back. |
| #LTS00132056 | 2026-06-03 16:47:11+00:00 | 1.60 | INBOUND | MR7500 | SETUP | Agent promised to email setup instructions and ended the call without confirming resolution. |
| #LTS00132077 | 2026-06-03 17:31:29+00:00 | 3.90 | INBOUND | WHW03 | CONNECTIVITY | Node successfully re-paired and online; no further action required. Agent suggested upgrade due to end-of-life status. |
| #LTS00132127 | 2026-06-04 13:08:25+00:00 | 2.80 | INBOUND | MX6200 | CONFIGURATION | Agent confirmed compatibility and LED meanings; advised customer to call back for further help. |
| #LTS00132224 | 2026-06-04 13:22:16+00:00 | 2.80 | INBOUND | RE6300 | SETUP | Sent email with reset and setup instructions. |
| #LTS00132234 | 2026-06-04 14:03:13+00:00 | 2.80 | INBOUND | RE6500 | SETUP | Agent offered to email a step‑by‑step setup guide; customer advised to complete the wizard and then relocate the extender. |
| #LTS00132264 | 2026-06-04 16:27:08+00:00 | 1.60 | INBOUND | RE7350 | SETUP | Sent email with step‑by‑step setup instructions; customer may follow or purchase paid support. |
| #LTS00132283 | 2026-06-04 17:36:18+00:00 | 2.40 | INBOUND | MX2000 | CONNECTIVITY | Agent will email a troubleshooting guide; customer may call back later; paid‑support option offered. |
| #LTS00132283 | 2026-06-04 18:09:04+00:00 | 2.80 | INBOUND | MX2000 | CONNECTIVITY | Agent will call the customer back on the same phone number. |
| #LTS00132283 | 2026-06-04 18:13:07+00:00 | 1.80 | OUTBOUND | MX2000 | CONNECTIVITY | No fix provided; agent collected payment for Paid Connect service without confirming eligibility or delivering service. |
| #LTS00132316 | 2026-06-04 20:12:47+00:00 | 3.60 | INBOUND | MX8500 | ACCESS | Customer can now access the router web interface using the direct URL; USB storage can be managed locally. |
| #LTS00132405 | 2026-06-05 13:55:55+00:00 | 2.70 | INBOUND | SPNM60CF | SETUP | Customer to attempt pairing with node close to router; follow up if still unable. |
| #LTS00132415 | 2026-06-05 14:42:44+00:00 | 2.80 | INBOUND | WHW03 | ACCESS | Customer to locate the five-digit recovery key on the device and use it to reset the admin password via the router login page. |
| #LTS00132415 | 2026-06-05 14:54:41+00:00 | 1.70 | INBOUND | WHW03 | ACCESS | No resolution achieved; customer decided to contact ISP. Paid support offered but declined implicitly. |
| #LTS00132424 | 2026-06-05 15:51:32+00:00 | 2.20 | INBOUND | EA8300 | SETUP | Agent promised to email setup instructions, but email was captured incorrectly and no verification occurred. |
| #LTS00065248 | 2026-06-05 17:58:59+00:00 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Email sent with instructions; customer to follow the instructions provided. No verification or follow-up path established. |
| #LTS00129054 | 2026-06-05 20:32:23+00:00 | 1.30 | INBOUND | RE6700 | SETUP | Agent suggested another reset but provided no further actionable steps or self-help resources. |
| #LTS00104206 | 2026-06-05 22:52:06+00:00 | 2.80 | OUTBOUND | MX4200 | SETUP | Customer renamed SSIDs and reported both networks visible. Devices will need to reconnect to appropriate band. No confirmation of successful band separation or functionality. |
| #LTS00067885 | 2026-06-06 02:21:39+00:00 | 1.80 | INBOUND | MX6200 | SETUP | No action taken; call concluded without any support. |