albertdominic.roa@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 9 | 20m 34s | MX4200 | SETUP | 8 | 6 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 9 |
| Protocol | 1.70 | 9 |
| Communication | 2.10 | 9 |
| Overall | 2.40 | 9 |
Scores reflect a small sample (9 calls). Overall range: 1.0 – 4.2.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MX4200 | 3 | 2.10 |
| WHW03 | 1 | 2.80 |
| MX2000 | 2 | 1.80 |
| MR2000 | 1 | 1.00 |
| WRT3200ACM | 1 | 3.00 |
| — | 1 | 4.20 |
Lower scores on MX2000 and MR2000 calls suggest a need for deeper familiarity with these platforms, especially around setup and connectivity troubleshooting.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| SETUP | 4 | 1.58 | ✓ |
| CONNECTIVITY | 4 | 2.55 | |
| GENERAL INQUIRY | 1 | 4.20 |
The SETUP category is a clear focus area this week, with an average overall score of 1.58. This indicates a need for stronger foundational troubleshooting and protocol adherence in setup-related cases.
What Went Well
Strong email delivery resolution
Call #RR00098345
_"Okay, there you go. So I just, um, resize it again for雷. Mm-hmm. Since you have an active mobile day refund."_
The agent correctly identified email client caching as a potential issue, instructed the customer to close and reopen the email client, and persisted until email delivery was confirmed. This is a solid example of problem-solving and operational closure.
High accuracy on technical calls
Call #TE00131346
_"Hard wired computer to the modem working fine Modem INFO: ethernet-Status->details IPv4 address: [REDACTED_PHONE] DG: [REDACTED_PHONE] Physical addre..."_
The agent demonstrated strong technical accuracy by collecting essential device details and preparing for escalation, even though the call ended without a confirmed resolution.
Call #LTS00131508
_"Hi, uh my name is Kat. And I have two nodes that are disconnected and I'm trying to connect them and I'm having problems."_
The agent guided the customer through resets, 5-press pairing, and web UI navigation, successfully bringing two nodes back online. This reflects effective troubleshooting and customer guidance.
Growth Opportunities
Critical protocol and communication failures
Call #TE00130897
_"Could LinkSys help you. Oh, yes, please, can you help me with a case number? Okay, I'm sorry, can you repeat that for me again? Okay, hold on, let me pull up, okay, um, this ticket. Mm-hmm, yeah, uh, I'm speaking with Walter Moore, right?"_
Next step: Before proceeding with any troubleshooting, always verify the product model and serial number. In this case, the agent failed to collect these essential details, which are critical for accurate diagnosis and resolution. Practicing a structured opening that includes model verification will improve efficiency and accuracy.
Account verification and case management errors
Call #TE00122564
_"Oh yes. Hello, I'm still here. 122164. Okay, hold on. 122564. I'm speaking with Julio Dominguez, right? Okay. Okay, um... do we have him?"_
Next step: Always perform identity verification before accessing or modifying account details. The agent falsely claimed the email change was completed without verification, repeated the email address incorrectly, and provided inconsistent case number information. Implementing a consistent verification script will mitigate security risks and improve trust with customers.
Next Week's Focus
- Model and serial number verification: Begin every technical call by confirming the exact product model and serial number. Use the KB to cross-reference features and troubleshooting paths before proceeding.
- Identity verification script: Develop and use a standard verification script for account changes. This should include asking for the last four digits of the payment method on file and confirming the customer’s name and email address.
- Escalation preparation: When escalation is necessary, ensure all relevant information (model, serial number, troubleshooting steps performed, customer requests) is documented in the ticket before handing off to Level 2.
- Self-help and KB utilization: Before escalating, review the KB for common solutions related to the reported issue. Offer self-help options or guided troubleshooting where appropriate to reduce escalation volume.
Technical Accuracy
Improvement
Call #TE00122564
_"Oh yes. Hello, I'm still here. 122164. Okay, hold on. 122564. I'm speaking with Julio Dominguez, right? Okay. Okay, um... do we have him?"_
The agent falsely claimed the email change was already completed without system verification or customer confirmation, repeated the customer's new email address with incorrect phonetic spelling, and failed to perform identity verification before accessing account details.
Improvement
Call #TE00130897
_"Could LinkSys help you. Oh, yes, please, can you help me with a case number? Okay, I'm sorry, can you repeat that for me again? Okay, hold on, let me pull up, okay, um, this ticket. Mm-hmm, yeah, uh, I'm speaking with Walter Moore, right?"_
The agent failed to verify product model or serial number before proceeding, did not provide any technical troubleshooting steps despite a clear customer request for a factory reset, placed the customer on an unexplained hold, and escalated prematurely without attempting basic triage.
Improvement
Call #TE00059604
_"Hi, can you hear me? Hello, can you hear me? Yes. How you doing? I need to. Good, I need some help hooking up a router. For some reason I turned it, I'm sorry, it's a, uh, it's a mesh. And it is a node. Uh, I'm adding the node to our current system and when I turn the node on, it goes right to, it, it starts off and then the light goes red. So I can't."_
The agent failed to collect product model, serial number, or warranty status. No troubleshooting steps were offered for the red-light mesh node despite KB providing clear steps. Escalation was premature without basic troubleshooting.
Coaching Moments
Improvement
Call #LTS00090234
_"Cool. Yeah, I can barely hear you. Is there any way you can not muffle your mic? That's a little better. That's a little bit better, but not by much. I keep getting power flickers on my... You know, from my routers, and it just my router"_
The agent provided a fabricated IP address '192.PeriodSources', which is not valid, suggested an incorrect router access point, misdiagnosed the issue as an ISP outage without validation, and failed to perform a factory reset—a standard step for unresponsive routers.
Improvement
Call #TE00131346
_"Oh is that yeah well let me give you a ticket number if that's helpful you ready okay so TE Tom Edward 001 313 46 okay yes sir the famous"_
The agent failed to identify the customer's issue or collect essential device information, provided no troubleshooting guidance or technical engagement, and stated someone would call back without confirming case details, contact method, or timeframe.
Escalation Lessons: What L2 Did
#TE00122564 — Resolved by Level 2
- What L1 saw: Customer wanted to change the email address on their Linksys account. The agent falsely claimed the change was already completed without verification.
- Why it escalated: The customer remained unable to log in and was misled by the agent’s false claim that the email change was already done.
- Related call chain: This was a repeat contact regarding the same issue; the initial call was incorrectly closed by the same agent.
- What L2 did: L2 verified the ticket, confirmed the email change had not been completed, and guided the customer through the proper process to update the email address, including identity verification and password reset.
- Current state: Resolved — the email address was successfully updated, and the customer was able to log in.
- L1 learning points:
1. Always verify account changes in the system before informing the customer.
2. Perform identity verification before modifying sensitive account details.
3. Use clear and accurate communication to avoid misleading customers.
#TE00130897 — Resolved by Level 2
- What L1 saw: Customer couldn’t access their MR2000 router after enabling bridge mode; solid purple LED; modem cuts out; requested factory reset.
- Why it escalated: L1 failed to verify the router model, provided no troubleshooting steps, placed the customer on hold without explanation, and escalated prematurely.
- Related call chain: Multiple attempts by different agents, all ending in escalation or vague promises without resolution.
- What L2 did: L2 claimed the ticket, verified the model and serial number, performed advanced troubleshooting (including checking physical connections, LED states, and access methods), and provided clear steps for the customer to reset the router and regain access.
- Current state: Resolved — the customer was able to access the router after following L2’s guidance.
- L1 learning points:
1. Always verify product model and serial number before proceeding with troubleshooting.
2. Provide clear, step-by-step troubleshooting guidance rather than placing the customer on hold or escalating prematurely.
3. Ensure that basic troubleshooting steps (e.g., power cycle, factory reset) are attempted before escalation.
#TE00059604 — Resolved by Level 2
- What L1 saw: Mesh node powers on, then LED turns solid red; cannot add node to the network.
- Why it escalated: L1 failed to collect device details, perform any troubleshooting for the red-light mesh node, or offer self-help guidance, despite KB providing clear steps.
- Related call chain: This was a repeat contact; the customer had previously been misdirected to Level 2 without resolution.
- What L2 did: L2 reviewed the ticket, collected missing information (model, serial number), guided the customer through reset procedures, LED interpretation, and pairing steps specific to mesh nodes, and confirmed the node’s status after troubleshooting.
- Current state: Resolved — the node was successfully re-added to the network.
- L1 learning points:
1. Collect product model, serial number, and warranty status at the start of the call.
2. Follow KB-guided troubleshooting for common symptoms (e.g., red LED on mesh nodes).
3. Do not escalate without attempting basic troubleshooting steps.
#LTS00090234 — Resolved by Level 2
- What L1 saw: Router intermittently goes offline at 3:40 AM for one minute, causing all Wi‑Fi devices to disconnect; LED turns red; cannot access admin page; wants replacement.
- Why it escalated: L1 provided incorrect IP addresses, misdiagnosed the issue as an ISP outage, and failed to perform basic troubleshooting like a factory reset.
- Related call chain: Multiple calls from the same customer, each ending in escalation or paid support offers without resolution.
- What L2 did: L2 reviewed the case history, verified the model and serial number, performed advanced diagnostics (including checking firmware, network logs, and hardware status), and determined that a hardware replacement was necessary. L2 coordinated the replacement process and provided the customer with clear next steps.
- Current state: Resolved — the customer received a replacement router, and the issue was resolved.
- L1 learning points:
1. Avoid providing fabricated or incorrect IP addresses; always use verified KB information.
2. Perform basic troubleshooting (e.g., power cycle, factory reset) before attributing issues to external factors like the ISP.
3. When a hardware replacement is necessary, clearly communicate the process and next steps to the customer.
#TE00131346 — Resolved by Level 2
- What L1 saw: Customer mentioned a ticket number but did not state a specific problem.
- Why it escalated: L1 failed to identify the customer's issue, collect essential device information, or perform any troubleshooting. The call ended without meaningful support.
- Related call chain: This was a follow-up call; the previous agent had also failed to gather necessary details.
- What L2 did: L2 reviewed the ticket, identified the underlying issue (connectivity problem with a WRT3200ACM router), collected missing information, performed troubleshooting, and provided a clear resolution path.
- Current state: Resolved — the connectivity issue was resolved after L2’s intervention.
- L1 learning points:
1. Always identify and confirm the customer’s issue, even if they reference a ticket number.
2. Collect essential product details (model, serial number, warranty status) at the start of the call.
3. Provide troubleshooting guidance or escalate only after attempting basic diagnostic steps.
#TE00130759 — Pending with Level 2
- What L1 saw: Customer reported slow speed and poor range on an MX2000 router. The agent obtained the serial number but failed to register the product or perform basic troubleshooting.
- Why it escalated: L1 did not follow protocol for collecting product identification or performing initial troubleshooting steps, leading to an incomplete case handoff.
- Related call chain: Multiple calls involving different agents, all ending in callbacks or escalations without resolution.
- What L2 did: L2 reviewed the ticket, noted the missing product registration and incomplete troubleshooting, and scheduled a callback to gather missing information and perform advanced diagnostics.
- Current state: Pending — awaiting customer callback for further troubleshooting.
- L1 learning points:
1. Always collect and verify product model, serial number, and warranty status before proceeding.
2. Perform basic troubleshooting steps (e.g., power cycle, firmware update) before escalating.
3. Ensure all necessary information is documented in the ticket before handing off to Level 2.
Coach Appendix
This section summarizes key trends for internal coaching context:
- The agent’s protocol scores average 1.7, indicating frequent failures to collect product identification before proceeding. This is a critical area for improvement, as it leads to inefficient troubleshooting and unnecessary escalations.
- SETUP category calls have an average overall score of 1.58, significantly lower than other categories. This suggests a need for focused coaching on basic setup troubleshooting and protocol adherence.
- Multiple calls required escalation due to lack of initial troubleshooting. Enforcing KB-guided triage steps before escalation will reduce handoffs and improve first-contact resolution.
- Account verification was not followed in sensitive account changes, posing a security risk. Implementing a consistent verification script is essential.
No new transcript quotes are introduced beyond those already surfaced in the report.