jhonjobert.zambrano@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 | 36m 41s | MR9600 | SETUP | 1 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 1.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 1.50 | 1 |
Scores reflect 1 call reviewed. Score range: lowest = 1.0, highest = 1.5.
This Week's Coverage
Models Supported
Product model data not available for this week.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| SETUP | 1 | 1.50 | ✓ |
The SETUP category shows a low average score of 1.50, indicating a need for improved troubleshooting and resolution paths for setup-related issues. Focus on diagnostic steps and clear next actions.
What Went Well
No transcript highlights available for this week. The call log shows the agent acknowledged the customer's out-of-warranty status politely and attempted to clarify device details, which are positive soft skills to build upon.
Growth Opportunities
1. Perform systematic troubleshooting for hardware faults
The agent did not execute any diagnostic steps (reset, power-cycle, WAN check, LED interpretation) for a reported router hardware fault. This left the customer without actionable guidance.
What good looks like:
- Always start with basic troubleshooting (power-cycle, factory reset) before considering paid support.
- Verify the exact model and interpret LED states to narrow down potential causes.
- Use the knowledge base to guide customers through self-help steps before escalating.
2. Create a HappyFox case for unresolved hardware issues
The call ended with an "abandoned_or_vague" status and no case was created, leaving the customer without a documented path forward.
What good looks like:
- Open a HappyFox case for any unresolved hardware fault, even if the customer is out of warranty.
- Document all troubleshooting steps attempted and clearly communicate next steps (e.g., callback, self-help resources).
- Ensure the case includes the serial number, model, and a summary of the issue for continuity.
Next Week's Focus
- Start every hardware fault call with a power-cycle and factory reset. Practice guiding customers through these steps calmly and clearly.
- Confirm the exact product model using the serial number or customer description before discussing solutions.
- Open a HappyFox case for any unresolved issue — treat case creation as a standard closing step, not an optional extra.
- Review the MR9600 setup and troubleshooting guide to build confidence in diagnosing common issues for this model.
Technical Accuracy
Improvement
Agent failed to perform any diagnostic steps for hardware fault (reset, power-cycle, WAN check, LED interpretation). Customer reported router won't light up or provide internet after reboot.
Improvement
Agent offered paid support ($99.99) and new router recommendations without first diagnosing the issue or exhausting free troubleshooting options.
Improvement
No HappyFox case was created or referenced despite clear hardware fault; call ended with operational_closure_status 'abandoned_or_vague'.
Escalation Lessons: What L2 Did
No escalations occurred this week. The single call was unresolved and closed without escalation, highlighting a need for improved troubleshooting and case documentation to avoid future escalations.
Coach Appendix
This week’s single call highlights a critical gap in protocol compliance: the agent abandoned a hardware fault without performing basic troubleshooting or creating a case. Focus next week on systematic diagnostics and case creation for unresolved issues. All evidence above reflects verbatim call data and sanitized quotes.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00072772 | 2026-05-27 14:37:19+00:00 | 1.50 | INBOUND | MR9600 | SETUP | Agent suggested purchasing a new router and offered paid-out-of-warranty support; no fix for the existing device was provided. No case or follow-up was established. |