xiaoge.ji@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 3 calls reviewed. Overall score range: 1.0 – 3.0.

This Week's Coverage

Models Supported

Low performance on MX2000 calls suggests a need for deeper product familiarity with this mesh system.

Problem Categories

SETUP is a clear focus area this week, with the single call scoring 1.0 overall. The pattern shows incomplete troubleshooting and product misidentification.

What Went Well

No transcript highlights available for this week. All calls ended without confirmed resolution, and coaching moments were captured only as technical improvement notes rather than strengths.

Growth Opportunities

Protocol Compliance

The protocol score of 1.0 across all three calls indicates missed steps in standard operating procedures. For example, in hardware cases, collecting serial numbers and warranty information before escalation is essential.

What better looks like:

- Verify product model and collect serial number within the first 30 seconds of a hardware call.

- Confirm warranty status before offering escalation or external contacts.

- Document all troubleshooting steps performed, even if they didn’t resolve the issue.

Communication Effectiveness

With an average communication score of 1.67, there’s room to improve clarity and empathy. In one call, repeated misidentification of the product as a “mouse” created confusion and frustration for the customer.

What better looks like:

- Use precise product names (“Linksys Velop MX2000”) and confirm understanding with the customer.

- Acknowledge customer frustration (“I understand this has been frustrating”) before moving to solutions.

- Provide concise next steps and confirm the customer’s readiness before proceeding.

Next Week's Focus

1. Start every hardware call with product and serial verification – this prevents misidentification and speeds up escalation if needed.
2. Practice the 10‑second factory reset script for MX2000 – know the correct duration and LED indicators to guide customers confidently.
3. Use a closing checklist – ensure every call ends with a confirmed next step, email follow‑up details, or escalation path.
4. Role‑play active listening – paraphrase the customer’s concern before offering solutions to build trust.

Technical Accuracy

Improvement

Agent repeatedly misidentified the Velop MX2000 router as a 'mouse' or 'loader' – severe product confusion indicating lack of product knowledge for MX2000 mesh system

#LTS00130812

Improvement

Provided incorrect factory reset duration of 15 seconds for MX2000; correct duration is 10 seconds per KB guidance

#LTS00130812

Improvement

Agent provided wrong SSID format information; physical label shows 'VELOP SETUP DAD', not VLAN-related naming

#LTS00130812

Improvement

No troubleshooting performed for HARDWARE issue (power LED not lighting). Agent escalated to TagBeta without collecting product model, serial number, or warranty information, or attempting basic power-cycle diagnostics

#PR00130372

Escalation Lessons: What L2 Did

#PR00130372 — Updated

What L1 saw:

Customer reported a Linksys MR7500 with a non‑lighting power LED after a sudden failure. L1 attempted limited troubleshooting, confirmed an email was sent, and escalated without collecting serial number, warranty details, or performing basic power-cycle diagnostics.

Why it escalated:

The case was escalated because L1 could not confirm whether the RMA process had been initiated or whether the customer had received necessary documentation. L1 lacked the information needed to proceed independently.

What L2 did:

L2 coordinated with TagBeta for a hardware replacement, ensuring the customer received clear instructions for next steps. L2 also followed up on missing documentation and worked to resolve the customer’s concern about not receiving RMA information.

Current state:

The case is marked as “Updated,” indicating ongoing coordination for replacement or refund.

L1 learning points:

• Always collect the serial number and verify warranty eligibility before escalating hardware issues.
• Perform a basic power-cycle and adapter check before escalating a non‑responsive router.
• Confirm receipt of all documentation (e.g., RMA emails) and provide a case reference to the customer for follow‑up.

Coach Appendix

Highest-signal weekly trend: All three calls scored 1.0 in protocol compliance, indicating missed SOP steps—especially around product identification, serial collection, and documentation before escalation.

Recurring pattern: Product misidentification (MX2000 called a “mouse”) and incomplete hardware case handling (no serial/warranty collection) suggest a need for targeted product knowledge refresh and a structured hardware-escaliation checklist.

This Week's Calls