jeneth.villanil@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 | 1m 54s | MX8500 | NO TROUBLESHOOTING NEEDED | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.00 | 1 |
Scores reflect 1 calls reviewed. Score range: lowest = 2, highest = 3.
This Week's Coverage
Models Supported
Product model data not available for this week.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| NO TROUBLESHOOTING NEEDED | 1 | 3.0 |
The single call fell into the “NO TROUBLESHOOTING NEEDED” category with an average overall score of 3.0. This suggests the issue was recognized, but resolution was not achieved.
What Went Well
No transcript highlights available for this week.
Growth Opportunities
Incorrect pairing method for MX8500
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
Next step: Confirm the correct pairing method for MX8500 Velop — use the Velop web UI or mobile app for adding child nodes, not the 5-press physical button sequence.
Low accuracy and protocol scores
Accuracy and protocol scores were both at the low end of the scale, indicating room to improve troubleshooting precision and adherence to process.
Next step: Review the MX8500 Velop pairing and troubleshooting flow — ensure you verify the admin password, collect serial numbers and warranty details, and document each step taken before moving to the next troubleshooting branch.
Next Week's Focus
- Verify device model and capabilities before recommending troubleshooting steps. Confirm whether the device supports the method you plan to use (e.g., 5-press vs. web UI).
- Collect essential customer information early. Ask for serial numbers, warranty status, and admin credentials at the start of the call to avoid looping later.
- Document each action taken and the result. This helps maintain clear communication and supports accurate case logging.
- Use the Velop web UI or app for adding child nodes — this is the supported method for MX8500 models.
Technical Accuracy
Improvement
Improvement
Note: Agent failed to verify or collect warranty information or serial number, and did not create or reference a case/ticket number per agent_errors in technical_context.
Improvement
Note: technical_resolution_status is 'not_fixed' and operational_closure_status is 'pending_resolution' - call did not achieve resolution.
Escalation Lessons: What L2 Did
No escalations occurred this week, so there are no escalation lessons to share.
Coach Appendix
Highest-signal weekly trend: The sole call involved an MX8500 Velop mesh setup issue where the agent applied an unsupported 5‑press pairing method, leading to unresolved status and low accuracy/protocol scores. Focus for next coaching conversation should remain on correct MX8500 pairing procedures, early information gathering (serial/Warranty), and documentation discipline. All evidence above reflects verbatim transcript excerpts and system data already surfaced.