rhea.canazares@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

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

Where Time Goes

Product Families

Key Observations

• MX is one of the slowest families at 35m 43s.

Problem Categories

Week-over-Week Movement

• Improve technical accuracy, especially for mesh-specific troubleshooting.
• Ensure complete documentation of serial numbers and warranty status.

What Went Well

1. Early confirmation of ticket and model

The agent efficiently confirmed the ticket number (L70132283) and MX2000 model early in the conversation, establishing clear context for the support interaction.

> "Sure. Do you have the ticket number? I actually don't know how you use your phone. What's your phone number? Then? Ah, ticket number. Ticket number, yeah."

#LTS00025571

Growth Opportunities

1. Apply mesh-specific troubleshooting rigorously

Good looks like following the standard MX mesh troubleshooting sequence: node reset, channel scan, placement check, and wired performance validation before declaring wireless resolution. In this case, the agent skipped these critical steps and provided an incorrect router IP address. Next time, always verify mesh node status and run a wired speed test to isolate wireless issues.

#LTS00025571

1. Complete documentation for paid support cases

Good looks like capturing serial number, warranty status, and full troubleshooting steps in every paid support case. The agent missed these essential details despite the customer mentioning paid support. Next time, ask for the serial number upfront and document every troubleshooting action taken.

#LTS00025571

Next Week's Focus

• Start every mesh call with serial number and warranty verification – this takes <30 seconds but prevents escalation later.
• Run a wired speed test before declaring wireless "fixed" – use Cat-5e/Cat-6 cables and compare to the customer's internet plan speed.
• Follow the MX mesh troubleshooting checklist in order – reset nodes, scan channels, check placement, then test wireless.
• Double-check router admin access instructions – MX devices use [REDACTED_PHONE] or myrouter.local, never a phone number.

Technical Accuracy

Improvement

Provided wrong admin URL/IP address ([REDACTED_PHONE]) at [24:00], contradicting KB (should be [REDACTED_PHONE] or myrouter.local). Failed to follow mesh-specific troubleshooting guide (e.g., node reset, channel scan, placement check).

#LTS00025571

Improvement

No serial number, warranty status, or case documentation collected despite paid support context.

#LTS00025571

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: Critical technical accuracy gaps in mesh troubleshooting and documentation. The single call demonstrates a pattern of skipping standard mesh diagnostics and omitting required paid-support documentation.
• Recurring pattern to address in next coaching: Skipping serial number/warranty collection and mesh-specific diagnostics before declaring resolution. This directly impacts escalation readiness and repeat contact risk.
• All evidence governed by quote rules – no new transcript quotes introduced beyond provided data.

This Week's Calls