kennford.plastina@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• No clear work-mix signal was available this week.
• Use the general self-help lens until queue ownership or escalation ownership becomes clearer.

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is one of the slowest families at 17m 56s.

Problem Categories

Week-over-Week Movement

• Improve model identification accuracy
• Ensure case documentation completeness

What Went Well

1. Correct technical guidance on node addition

The agent accurately explained that a new MX series node could be added wirelessly and used for wired backhaul, which aligns with technical requirements for the customer's MX5500 mesh system.

> "okay, all right; basically, you just want to know a node that can, that you can use as an additional node, right? Okay. Um-hmm. Uh-huh. Okay. Mm-hmm. You want the... you can add a new node wirelessly and use it for wired backhaul."

#GI00041920

Growth Opportunities

1. Improve model identification accuracy and KB verification

Good looks like consistently confirming product details before recommending solutions. Next time, verify the exact model number from the customer and cross-check against current KB articles before stating compatibility. Avoid citing non-existent models (e.g., "MX5454 100" or "MX6500") which creates confusion.

> "I have the, I have three nodes... MX5400... MX5454 100... MX6500"

#GI00041920

1. Ensure complete case documentation

Good looks like always creating a HappyFox case when collecting full customer details (name, phone, email, product info). Next time, document the interaction in HappyFox even when directing customers to self-help resources, to maintain auditability and enable follow-up if needed.

Next Week's Focus

• Verify product models twice – Confirm the exact model number with the customer, then cross-check against current KB articles before proceeding.
• Create HappyFox cases consistently – Document every call where you collect customer contact information, even when closing with self-help directions.
• Use concise model recommendations – When suggesting compatible nodes, reference only currently supported models (e.g., MX5500, MX5300, MX4200) and avoid speculative or non-existent options.
• Practice protocol adherence – Focus on structured troubleshooting flows to improve protocol scores while maintaining clear communication.

Technical Accuracy

Strength

"you can add a new node wirelessly and use it for wired backhaul"

Correctly explained that a new MX series node can be added wirelessly and used for wired backhaul, aligning with technical requirements for the MX5500 mesh system.

#GI00041920

Improvement

"MX5454 100... MX6500"

Incorrectly identified product model as 'MX5454 100' and mentioned non-existent 'MX6500' model, indicating KB inaccuracies or lack of verification.

#GI00041920

Improvement

"Did not create or cite a HappyFox case number despite collecting full customer details"

Failed to create or cite a HappyFox case number despite collecting full customer details, leading to potential follow-up issues.

#GI00041920

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

• Highest-signal weekly trend: The single call demonstrates competent technical knowledge in explaining mesh node addition but highlights critical gaps in model verification and documentation discipline. The agent correctly identified the customer's need for wired backhaul via an additional node but undermined this strength through inaccurate model citations and failure to create a HappyFox case despite collecting full contact details.
• Recurring pattern: Inaccurate product model identification and inconsistent case documentation appear to be emerging patterns that should be addressed in the next coaching conversation. The agent needs to reinforce model verification habits and standardize case creation practices, especially when handling product compatibility inquiries.
• All evidence referenced above originates from call f42102b4-6120-11f1-b93f-42010a623f91 (#GI00041920).

This Week's Calls