donna.dubduban@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 |
|---|---|---|---|---|---|
| 1 | 12m 39s | MR5500 | CONNECTIVITY | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 3.00 | 1 |
Note: Scores are based on 1 call reviewed. Score range: lowest = 2, highest = 3.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MR5500 | 1 | 3.00 |
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 1 | 3.00 |
What Went Well
Correct product identification
You correctly identified the router model (MR5500), which is essential for targeted troubleshooting.
Accurate cable and speed confirmation
You confirmed that the customer's cable is Cat6 and that the modem can deliver near-gigabit speeds, providing a solid baseline for further diagnostics.
Growth Opportunities
Incomplete WAN port diagnostics
You did not verify the WAN port speed or router configuration via the web UI, missing a key diagnostic step for connectivity issues. Next time, access the router's admin interface to check:
- WAN port negotiation status (100 Mbps vs 1 Gbps)
- Ethernet settings (auto-negotiation vs forced speed)
- Firmware version and update availability
Warranty verification missed
You did not collect the serial number or confirm warranty coverage before advising the customer to contact the retailer. Next time, always:
- Ask for the serial number (usually on the back label)
- Verify warranty status using Linksys support tools or retailer databases
- Share the verified warranty details with the customer before recommending replacement
Next Week's Focus
- Practice WAN port diagnostics: For connectivity issues, always check the router's admin interface for WAN port speed and settings after confirming physical connections.
- Standardize warranty checks: Develop a quick script to collect serial numbers and verify warranty coverage before recommending replacements.
- Improve communication clarity: Work on reducing filler words and silences. Use concise, structured sentences to keep calls focused and professional.
- Empathy in closures: Even when escalating to retailers, acknowledge the customer's frustration and reassure them you're advocating for a resolution.
Technical Accuracy
Improvement
Agent failed to verify WAN port speed or router configuration via the web UI, missing a key diagnostic step for connectivity issues.
Improvement
Agent did not collect serial number or confirm warranty coverage before advising customer to contact retailer for replacement.
Improvement
Technical resolution status is 'not_fixed' - call was not resolved and customer was referred to retailer without exhausting troubleshooting options.
Strength
Correctly identified the router model (MR5500) and confirmed cable type (Cat6) and modem speed capability (~900 Mbps).
Escalation Lessons: What L2 Did
There were no escalated cases this week to analyze for L2 resolution patterns.
Coach Appendix
Highest-signal weekly trend: The single call this week highlights a pattern of incomplete diagnostics before closing — specifically, skipping WAN port checks and warranty verification. Focus next week on building a repeatable WAN diagnostic script and warranty verification workflow.
Key pattern to address: Protocol and communication scores were both at the minimum reviewed (2.0). Work on reducing filler language, improving active listening cues, and maintaining a professional tone throughout call closures.