john.pagurayan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 3 calls reviewed. Overall score range: 1.5 (lowest) to 3.4 (highest).

This Week's Coverage

Models Supported

Product model data not available for this week.

Problem Categories

ACCESS calls scored notably lower (1.5 average overall). This pattern suggests a need for stronger initial triage and troubleshooting for access-related issues — especially around Wi‑Fi visibility and setup page access.

What Went Well

Effective sequential power-cycle troubleshooting

#LTS00131145

Agent correctly diagnosed physical connectivity and performed proper sequential power-cycle (modem first, then router) which resolved the issue. Verified resolution by checking TV internet functionality.

This is exactly the kind of methodical, outcome-focused troubleshooting we want to see — especially for post-storm connectivity failures where physical layer issues are common.

Growth Opportunities

Inadequate troubleshooting and premature paid support escalation

#LTS00113870

Agent failed to collect product model number, incorrectly declared device out of warranty without verification, provided only minimal troubleshooting, and prematurely pushed paid support.

What good looks like:

• Always collect model/serial upfront — it’s the foundation for any technical conversation.
• Verify warranty status before stating scope limitations.
• Run at least one reset + Ethernet test before suggesting paid support.
• Guide the customer through the reset procedure step-by-step, even if they’ve tried it before.

Protocol compliance and process adherence gaps

#LTS00073069

Agent used non-standard remote access (Zoho) instead of approved Linksys tools, set insecure default admin password, and failed to collect product serial/model.

What good looks like:

• Use only approved Linksys remote tools (TeamViewer, screen share, etc.).
• Never set or suggest generic passwords like “Linksys123!” — prompt the customer to use their own secure credentials.
• Collect model, serial, and warranty info before any remote session or firmware change.
• Follow the documented firmware update flow in the KB, not ad-hoc steps.

Next Week's Focus

1. Start every call with model/serial collection — make it a non-negotiable first step.
2. Run a reset + Ethernet test for any “no Wi‑Fi” or “can’t access setup” issue before mentioning paid support.
3. Use only approved remote tools — if you need remote access, confirm the tool with the customer first.
4. Avoid generic passwords — if a password reset is needed, guide the customer to create a unique, strong password themselves.

Technical Accuracy

Improvement

#LTS00113870

Agent failed to collect product model number — critical omission for technical support. Also incorrectly declared device out of warranty without verification and provided only superficial troubleshooting for a device not broadcasting Wi‑Fi.

Improvement

#LTS00073069

Agent used non‑standard remote access (Zoho) instead of approved Linksys tools. Set insecure default admin password 'Linksys123!' without confirming correct credentials. Did not collect product serial number, model, or verify warranty status.

Strength

#LTS00131145

Agent correctly performed sequential power-cycle (modem first, then router) which resolved the connectivity issue. Verified resolution by checking TV internet functionality.

Coaching Moments

Improvement

Call 6ff9bba8-5913-11f1-b6eb-42010a62006f

Agent introduced paid support at [08:00] before attempting any troubleshooting, creating unnecessary friction. Also spent excessive time (approx. 5 minutes from [15:00] to [20:00]) asking about cable colors and port numbers that were not essential to the fix. Allowed a 3-minute silent hold at [39:00] without explanation or reassurance, violating communication best practices.

#LTS00113870

Escalation Lessons: What L2 Did

No escalated cases were recorded this week. All calls were resolved at Level 1.

Coach Appendix

Highest-signal trend: Protocol compliance is the most immediate barrier to consistent performance. Two calls scored 1 in protocol — one due to unsupported remote tools and password practices, the other due to premature paid-support gating and incomplete troubleshooting. Focus next week on strict adherence to the standard troubleshooting flow (model/serial → basic connectivity → reset/test → paid support only if needed) and on using only approved remote support methods. Quote governance remains intact — all evidence presented above adheres to verbatim transcript rules and PII redaction standards.