josephmycko.balindres@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 |
|---|---|---|---|---|---|
| 2 | 36m 49s | MX5500 | SETUP | 1 | — |
Work Mix Lens
- Hybrid week: 2 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 | 3.50 | 2 |
| Protocol | 1.50 | 2 |
| Communication | 2.00 | 2 |
| Overall | 1.90 | 2 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 2 | 36m 49s | 1.90 | 3.50 | 1.50 | 2.00 |
Key Observations
- MX is one of the slowest families at 36m 49s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 2 | 36m 49s | 1.90 | 3.50 | 1.50 | 2.00 | ✓ |
Week-over-Week Movement
- Overall moved down 1.10 vs. last week.
- Accuracy moved up 2.50 vs. last week.
- Protocol moved up 0.50 vs. last week.
- Communication moved down 1.00 vs. last week.
- Average handle time moved up by 27m 57s.
- Family swing: MX handle time moved up by 27m 57s vs. last week.
What Went Well
- Adherence to scripted warranty messaging
The automated greeting correctly referenced warranty status and paid-support pathways, aligning with business policy.
> “For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.LI links.com. Please have your device serial number ready.”
- Product identification
Confirmed the customer’s MX5500 mesh system based on available information, enabling targeted troubleshooting.
> “MX 5500”
Growth Opportunities
- Establish live agent connection and avoid abandoned calls
What better looks like: Greet the customer promptly after the IVR, confirm you’re a live agent, and capture the issue before any script playback.
> Call started with automated greeting only; no live agent appeared.
- Apply accurate technical guidance and complete documentation
What better looks like: Use myrouter.local (not phone numbers) for MX5500 web UI access, verify warranty status, create a HappyFox case, and schedule confirmed callbacks.
> “Agent offered to call back in ~30 minutes but did not schedule it; no technical resolution achieved.”
Next Week's Focus
- Start every call with a live agent greeting within 30 seconds of connection to prevent abandonment.
- Confirm product access method (e.g.,
myrouter.local) before instructing customers, and adapt if they lack required software. - Create a HappyFox case for all non-resolved issues and schedule callbacks with confirmed times.
- Review MX5500 troubleshooting KBs to reinforce correct LED interpretation and UI access steps.
Technical Accuracy
Improvement
No agent interaction occurred; the call was effectively abandoned after the automated greeting. No customer issue was captured or acknowledged.
Note: The call consisted solely of an automated greeting with no live agent handoff, resulting in zero customer assistance.
Improvement
Provided technically inaccurate guidance for accessing router web UI. Failed to adapt when customer lacked Chrome, leaving the issue unresolved.
Note: Instructed use of [REDACTED_PHONE] for MX5500 instead of myrouter.local, contradicting KB guidance.
Improvement
No HappyFox case was created or referenced, and warranty status was not discussed despite troubleshooting need. Callback was offered but not scheduled or confirmed.
Note: Missing case documentation and unresolved follow-up left the customer without a clear path forward.
Coaching Moments
Improvement
“For out-of-warranty products, [silence] paid support may be available depending on your issue. To hear more about your service options…”
Note: The silence and incomplete guidance during the automated portion reflect a risk of customer confusion; live agents should intervene early to clarify support eligibility.
Improvement
“Agent offered to call back in ~30 minutes but did not schedule it; no technical resolution achieved.”
Note: Unconfirmed callbacks create operational ambiguity; always set a specific time and document the next step in HappyFox.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
The highest-signal trend this week is abandoned calls due to delayed live agent connection, compounded by inaccurate technical guidance on MX5500 UI access. The agent correctly identified product models but missed critical documentation and closure steps. Focus next week should be on immediate live interaction, verified technical commands, and disciplined case creation.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00086176 | 2026-06-05 23:18:03+00:00 | 1.80 | INBOUND | MX5500 | SETUP | No resolution or next step provided. |
| #LTS00086176 | 2026-06-05 23:28:14+00:00 | 2.00 | INBOUND | MX5500 | SETUP | Agent offered to call back in ~30 minutes but did not schedule it; no technical resolution achieved. |