jeneth.villanil@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 |
|---|---|---|---|---|---|
| 1 | 8m 29s | MX8000 | 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 | 1.00 | 1 |
| Overall | 1.00 | 1 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 1 | 8m 29s | 1.00 | 1.00 | 1.00 | 1.00 |
Key Observations
- MX is one of the slowest families at 8m 29s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 1 | 8m 29s | 1.00 | 1.00 | 1.00 | 1.00 | ✓ |
Week-over-Week Movement
- Overall moved down 2.00 vs. last week.
- Accuracy moved down 1.00 vs. last week.
- Protocol moved down 1.00 vs. last week.
- Communication moved down 2.00 vs. last week.
- Average handle time moved down by 99m 42s.
- Family swing: MX handle time moved down by 99m 42s vs. last week.
What Went Well
Despite significant challenges this week, there are foundational elements to build upon:
- Initial engagement: The agent successfully opened the call with a standard greeting and compliance notice, establishing a professional tone.
> Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues.
- Attempted troubleshooting: The agent did move beyond conversation to guide the customer through at least one physical step (unplugging/replugging), showing a willingness to engage technically.
> Well, that's a problem, isn't it? What are you doing? Helping brother. Wow. What? Okay, so we have there. Stop. Yeah. We have network connection here. What's in here is switch back here. I'll put it in. Okay. And then... It doesn't work. No, I just unplugged it. So, this cord right now is internet. I know it. So now I take the internet over here, and I plug it into this.
Growth Opportunities
1. Protocol and troubleshooting adherence
What better looks like:
- Always collect device model, serial number, and warranty status before any troubleshooting
- Follow KB-documented steps in logical sequence with clear explanations
- Never instruct customers in non-standard processes (e.g., counting exercises with no technical basis)
In theory, we count to 60. 1, 2, 3. T...
Next step: Before initiating any troubleshooting, verify product details and warranty status. Use only KB-approved steps, explaining the purpose of each action.
2. Issue identification and resolution
What better looks like:
- Proactively clarify and confirm the customer's actual problem statement
- Document observable symptoms and reproduction steps
- Provide clear next steps or resolution confirmation, never "None provided"
All right, we gotta do a couple things first, Robert. What? A couple additional steps here. Okay. Okay. Is that if you think it'll work? We're gonna do some steps to find out.
Next step: When issues are unclear, use open-ended questions to surface the actual problem. Document symptoms, then apply structured troubleshooting.
Next Week's Focus
- Start every call with essential data collection: Model, serial number, warranty status, and clear problem description. Practice asking: "To help me identify the right solution, could you share your device model and serial number?"
- Anchor troubleshooting in KB guidance: Before instructing any action, reference the appropriate knowledge base article and explain why the step matters.
- Confirm resolution or set clear next steps: Never end a call without either confirming the issue is resolved or documenting precise follow-up actions.
- Manage incoherent conversations: If a customer is unclear, summarize what you understand and ask for clarification: "I want to make sure I understand your situation correctly..."
Technical Accuracy
Improvement
In theory, we count to 60. 1, 2, 3. T...
Note: Agent failed to collect product model, serial number, warranty status, or case information. No valid troubleshooting path was followed; conversation was disjointed and incoherent. Instructed customer to count to 60 as part of a non-standard, non-KB-compliant process. This violates basic support protocol and provides no technical value. Always collect identifying information first and follow documented troubleshooting sequences.
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 a critical breakdown in fundamental support protocol. The single call this week failed at every stage: no device identification, no valid troubleshooting, and no resolution clarity. The agent must prioritize structured issue identification and KB-aligned troubleshooting before progressing to advanced steps. The dramatic score declines versus prior week indicate this is not an isolated incident but a pattern requiring immediate focus on core protocols.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00077962 | 2026-06-01 23:06:03+00:00 | 1.00 | INBOUND | MX8000 | SETUP | None provided. |