rubierosa.levi@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 |
|---|---|---|---|---|---|
| 10 | 29m 11s | EA8100 | CONNECTIVITY | 9 | — |
Work Mix Lens
- Frontline-heavy week: 9 LTS queue calls vs 0 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 | 2.11 | 9 |
| Protocol | 1.78 | 9 |
| Communication | 2.33 | 9 |
| Overall | 2.33 | 9 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| EA | 3 | 63m 36s | 1.73 | 1.33 | 1.33 | 1.67 | Outlier: 2.9x weekly median handle time |
| RE | 2 | 25m 27s | 2.80 | 3.50 | 2.00 | 3.00 | |
| MR | 1 | 21m 53s | — | — | — | — | |
| SPN | 2 | 16m 50s | 3.05 | 3.00 | 2.00 | 2.00 | |
| MX | 1 | 8m 58s | 3.00 | 1.00 | 3.00 | 3.00 |
Key Observations
- EA is the slowest family at 63m 36s; outlier: 2.9x weekly median handle time.
- RE is one of the slowest families at 25m 27s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 5 | 35m 47s | 2.20 | 1.40 | 1.60 | 2.20 | ✓ |
| SETUP | 2 | 20m 0s | 2.80 | 2.50 | 1.50 | 2.50 | |
| CONFIGURATION | 1 | 24m 43s | 2.80 | 3.00 | 2.00 | 3.00 | |
| GENERAL INQUIRY | 1 | 17m 5s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ |
| ACCESS | 1 | 19m 53s | 3.30 | 5.00 | 3.00 | 2.00 |
Week-over-Week Movement
- Overall moved up 0.47 vs. last week.
- Accuracy moved up 0.54 vs. last week.
- Communication moved down 0.21 vs. last week.
- Average handle time moved up by 5m 27s.
- Family swing: SPN handle time moved down by 25m 52s vs. last week.
- Family swing: MX handle time moved down by 9m 15s vs. last week.
What Went Well
- Clear step-by-step guidance: Guided customer through app restart and recovery flow with clear step-by-step instructions.
- Adaptability to customer context: Eventually recognized that the extender was already configured and broadcasting as blue_EXNT, adapting guidance accordingly.
Growth Opportunities
- Technical accuracy in troubleshooting: Inaccurate technical guidance: recovery-key reset is not a valid method for MX4200 Velop routers. This contradicts the KB, which specifies factory reset or app re-pairing for password recovery on Velop devices.
- Protocol adherence and case documentation: Failed to collect essential case information (serial number, warranty status, full contact details).
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 troubleshooting steps.
- Adhere to protocol for case documentation and device verification.
- Reduce handle time for high-volume problem categories.
Technical Accuracy
Improvement
Inaccurate technical guidance: recovery-key reset is not a valid method for MX4200 Velop routers. Correct method is factory reset or app re-pairing.
Improvement
Provided incorrect reset guidance (RESETTER20) for FGW5500 router. No standard troubleshooting protocol followed.
Improvement
Failed to collect model/serial and warranty information, violating protocol for device verification.
Strength
Successfully guided customer to access setup page by editing URL to 'welcome.html', resolving the blank admin page issue.
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
Weekly pattern unavailable.
Focus points: Improve technical accuracy in troubleshooting steps.; Adhere to protocol for case documentation and device verification.; Reduce handle time for high-volume problem categories.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131535 | 2026-06-01 02:15:25+00:00 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | Customer set a new router password and reported accessing the app dashboard; advised to update firmware if desired. No verification of login success or resolution confirmation. |
| #LTS00131749 | 2026-06-02 01:57:38+00:00 | 2.80 | INBOUND | RE6700 | CONFIGURATION | Customer accessed extender interface and began reconfiguration; agent will send KB article for further guidance. |
| #GI00131750 | 2026-06-02 02:07:21+00:00 | 1.10 | INBOUND | — | GENERAL INQUIRY | No resolution or next step was provided. |
| #LTS00131754 | 2026-06-02 02:14:40+00:00 | 2.80 | INBOUND | RE6400 | SETUP | Offered paid technical support and promised to send a troubleshooting article. |
| #LTS00131755 | 2026-06-02 02:41:41+00:00 | — | INBOUND | MR7350 | CONNECTIVITY | — |
| #LTS00094562 | 2026-06-03 02:57:17+00:00 | 1.00 | INBOUND | EA8100 | CONNECTIVITY | Agent promised to email the customer for further review; no technical fix was applied. |
| #LTS00131999 | 2026-06-03 10:08:25+00:00 | 2.80 | INBOUND | SPNMX55 | SETUP | Agent created a case but offered no technical resolution or self-help path. Customer declined further assistance and chose to discard the devices. |
| #LTS00132367 | 2026-06-05 05:32:57+00:00 | 1.40 | OUTBOUND | EA8100 | CONNECTIVITY | Scheduled a callback and promised to email a link; no resolution achieved during call. |
| #LTS00132367 | 2026-06-05 07:56:59+00:00 | 2.80 | OUTBOUND | EA8100 | CONNECTIVITY | Customer accessed setup page and completed configuration; callback scheduled for printer setup. |
| #LTS00132376 | 2026-06-05 10:01:16+00:00 | 3.30 | INBOUND | SPNM60TB | ACCESS | Customer reported successful connection via Sky Stream box after re-entering password. |