kharla.proel@concentrix.com — Coaching Report

46Calls

2.29Avg Score

32m 14sAvg Handle Time

34Documented

1Escalated

Week-over-Week Progress

Scorecard

Dimension	Week Average	Calls Reviewed
Overall	2.29	46
Technical Accuracy	2.61	46
Protocol	1.7	46
Communication	2.09	46

Main focus: Documentation Consistency

V2 Rubric (Shadow Grading)

V2 overall: 39.75% across 46 v2-scored calls this week16 auto-zeros

Category	Week Average
Resolution	2.05
Technical Accuracy	2.41
Communication	2.23
Customer Ownership	2.81
Escalation Judgment	3.79
Customer Experience	1.89

Unresolved: 22
Successful Resolution: 10
Partial Resolution: 9
Ownership Gap: 3
Appropriate Escalation: 2

Where Did the Time Go

By Product Family

Family	Calls	Avg Handle Time	Overall	Accuracy	Protocol	Comms	Note
MX	14	47m 30s	2.61	2.86	2.0	2.07	Outlier: 1.6x weekly median handle time
MBE	2	37m 43s	2.2	1.0	1.5	2.0
WHW	9	32m 29s	2.09	2.67	1.33	2.0
LN	2	31m 46s	2.85	4.0	2.5	2.5
MR	7	29m 36s	2.43	2.86	1.71	1.86
RE	4	20m 13s	2.65	3.0	2.0	2.75
WRT	1	15m 07s	2.8	4.0	2.0	3.0
E	3	14m 11s	1.63	2.0	1.0	2.0
EA	4	10m 12s	1.2	1.0	1.25	1.75

By Problem Category

Category	Calls	Avg Handle Time	Overall	Accuracy	Protocol	Comms	Focus?
CONNECTIVITY	18	25m 50s	2.11	2.22	1.78	1.94	✓
CONFIGURATION	9	23m 40s	2.78	3.11	2.22	2.67
ACCESS	7	21m 50s	1.86	1.57	1.14	1.71	✓

What You Did Well

Accurate Technical Guidance12 of 34 callsProvided correct firmware update instructions and mesh node reconfiguration steps across multiple calls (e.g., #LTS00133523, #LTS00133815).
Why this matters: Ensures customers receive reliable solutions, reducing repeat contacts and enhancing trust.
#TE00133523 · #LTS00133815
Effective Escalation Management1 of 34 callsProperly escalated complex mesh pairing failure with clear callback scheduling and documentation (#TE00133523).
Why this matters: Ensures timely resolution by specialized teams, improving customer satisfaction.
#TE00133523

Growth Focus

Documentation Consistency8 of 34 callsInconsistent case creation and documentation practices observed, particularly in calls without HappyFox tickets (#LTS00133403, #LTS00133639).
Why this matters: Gaps in documentation increase resolution time and risk of miscommunication with follow-up agents.
Example: Call #LTS00133403 lacked case documentation despite troubleshooting steps being performed.
What better looks like: Create HappyFox cases for all troubleshooting interactions, documenting steps and outcomes consistently.
#LTS00133403 · #LTS00133639
Technical Accuracy Verification5 of 34 callsProvided incorrect URLs (support.zoltus.com, support.lexus.com) and misstated product capabilities in multiple calls (#LTS00077975, #LTS00133648).
Why this matters: Incorrect information erodes trust and can lead to security risks or unresolved issues.
Example: Call #LTS00077975 directed customer to invalid support.zoltus.com domain.
What better looks like: Verify all URLs and product specifications against KB before customer interaction.
#LTS00077975 · #LTS00133648

Callback Flags

No callback chains detected.

Documentation Accuracy

#LTS00133403HIGH

Grader saw: Customer declined paid support and plans to buy a new router.

No HappyFox case created despite troubleshooting interaction; protocol violation.

Practice Plan

Step 1
Create HappyFox cases for all troubleshooting interactions, documenting steps and outcomes consistently.
Why: Prevents information loss and ensures continuity for follow-up agents.
Step 2
Verify all support URLs and product specifications against KB before customer interaction.
Why: Avoids directing customers to invalid resources and maintains trust.
This week: #LTS00077975 (support.zoltus.com error)
Step 3
Complete full WAN connectivity verification before proceeding with mesh node troubleshooting.
Why: Prevents wasted time on node resets when upstream issues exist.
This week: #LTS00133667 (modem test skipped)

Escalation Lessons

#TE00133523 — MX4200

Status: pending_with_level_2_or_followup · Category: CONNECTIVITY

What happened on the call: Escalated to Level 2; callback scheduled for next day at 8 PM CST.

Why it escalated: Child node remained unresponsive after exhausting standard L1 troubleshooting (5-press pairing, resets, firmware update).

What L2 did:

1. Verified WAN connectivity at modem level.
2. Performed advanced mesh diagnostics via parent node CLI.
3. Initiated hardware replacement process for unresponsive node.

L1 learning points:

1. Always verify WAN status before deep mesh troubleshooting.
2. Document all reset attempts and LED behaviors for L2 reference.
3. Escalate sooner when nodes show persistent solid red/purple LEDs.

Evidence Calls

Case	Date	Score	V2	Product	Category	Outcome
#GI00133457INBOUND	2026-06-15	2.2 A 3P 1C 2	23.4% Needs Improvement	MR7500	CONNECTIVITY	Advised that current speed is within router’s capability. No further steps provided.
#LTS00133403INBOUND	2026-06-15	1 A 1P 1C 1	0.0% Needs Improvement	E7350	CONNECTIVITY	Customer declined paid support and plans to buy a new router.
#LTS00077975INBOUND	2026-06-15	1.8 A 1P 1C 2	0.0% Needs Improvement	MX5500	ACCESS	Customer advised to use local web interface (http://192.168.1.1 or http://myrouter.local) or contact paid support. No valid resolution provided.
#LTS00133472INBOUND	2026-06-15	2.8 A 4P 2C 2	0.0% Needs Improvement	MR7350	CONFIGURATION	Agent promised to email a video tutorial; no technical fix was applied.
2e167930-68f2-11f1-b518-42010a62006fINBOUND	2026-06-15	2.3 A 3P 2C 2	47.9% Needs Improvement	MX5500	ACCESS	Issue unresolved; recovery-key process not attempted. Customer requires further guidance or escalation.
#LTS00133476INBOUND	2026-06-15	3.5 A 5P 2C 2	55.6% Needs Improvement	RE6500	CONFIGURATION	Default admin password applied; extender now works.
a3e18c04-68f7-11f1-927b-42010a62006fINBOUND	2026-06-15	2.8 A 1P 2C 2	64.7% Needs Improvement	MBE7000	CONNECTIVITY	Customer instructed to test network after SSID rename; agent emailed a YouTube setup guide
#LTS00133500INBOUND	2026-06-15	2.9 A 2P 2C 3	75.2% Developing	RE6300	CONFIGURATION	Extender configured successfully; both extended networks operational. Customer advised to email proof of purchase for potential replacement.
#LTS00133505INBOUND	2026-06-15	2.8 A 4P 1C 2	54.2% Needs Improvement	MX8500	CONNECTIVITY	No resolution confirmed. Agent advised power cycling but did not validate issue or provide follow-up path.
#LTS00133514INBOUND	2026-06-15	2.8 A 2P 2C 2	83.8% Developing	MX4300	CONFIGURATION	Advised customer to return the MX4300 to the eBay seller for a replacement as the hardware appears defective.
#TE00133523INBOUND	2026-06-15	3 A 4P 3C 2	94.8% Meets / Exceeds	MX4200	CONNECTIVITY	Escalated to Level 2; callback scheduled for next day at 8 PM CST.
#LTS00133639INBOUND	2026-06-16	2.8 A 1P 2C 2	42.9% Needs Improvement	MR7350	CONNECTIVITY	Sent email with video guide for router re-configuration (free self-help). Customer declined paid support.
#LTS00133648INBOUND	2026-06-16	1.1 A 1P 1C 2	0.0% Needs Improvement	EA7500	ACCESS	No resolution provided. Customer instructed to call back with serial number, but no KB-correct steps given.
#LTS00133648INBOUND	2026-06-16	1.3 A 1P 1C 2	0.0% Needs Improvement	EA7500	ACCESS	No valid resolution or next step provided. Customer misinformed and left without a correct path forward.
#LTS00133651INBOUND	2026-06-16	1.4 A 1P 2C 2	0.0% Needs Improvement	EA7500	CONNECTIVITY	Advised customer to obtain a new router (e.g., from Best Buy or Amazon).
5c8865c8-69c2-11f1-b585-42010a62006fINBOUND	2026-06-16	1 A 1P 1C 1	89.5% Meets / Exceeds	MX6200	CONNECTIVITY	All nodes are now solid white and part of the mesh. Advise to relocate nodes to final positions and use 5-press method for future re-adds.
#LTS00133667INBOUND	2026-06-16	2.6 A 4P 2C 2	73.8% Developing	MX2000	CONNECTIVITY	Customer to verify internet service directly from the modem and contact ISP; call back if issue persists. Ticket LTS0000133667 opened for follow-up.
#LTS00133688INBOUND	2026-06-16	1.6 A 2P 1C 2	0.0% Needs Improvement	WHW03	CONFIGURATION	No resolution achieved; further troubleshooting (factory reset, verify WAN connectivity) or escalation required.
#LTS00133688INBOUND	2026-06-17	1.8 A 5P 1C 1	0.0% Needs Improvement	WHW03	CONFIGURATION	Call ended without resolution or next steps.
#LTS00133688INBOUND	2026-06-17	1.8 A 5P 1C 2	55.0% Needs Improvement	WHW03	CONFIGURATION	None – no resolution or next step was provided.
#LTS00133688INBOUND	2026-06-17	1.4 A 1P 1C 2	70.7% Developing	WHW03	CONFIGURATION	No confirmed fix achieved. Recommend hardware diagnostics, model verification, and possible escalation due to persistent LED anomalies and connectivity failures.
3cdffc1a-69e8-11f1-b515-42010a623f91INBOUND	2026-06-17	2.8 A 2P 2C 2	55.9% Needs Improvement	MX5500	SETUP	Internet restored; mesh nodes operational after reset and Wi-Fi reconfiguration.
#LTS00133797INBOUND	2026-06-17	1.5 A 1P 2C 3	0.0% Needs Improvement	RE7000	CONFIGURATION	Directed customer to AI tool (with incorrect URL) and provided ticket number; no troubleshooting performed
#LTS00133802INBOUND	2026-06-17	2.8 A 4P 1C 3	0.0% Needs Improvement	E5400	ACCESS	Advised customer to use Linksys AI tool (support.links) for self-service; offered paid support option.
#LTS00133806INBOUND	2026-06-17	2 A 2P 2C 2	21.9% Needs Improvement	WHW03	CONNECTIVITY	Offered paid $15 Connect service, AI tool link, and email with video instructions; ticket LTS 0000133806 created for follow-up.
#LTS00133815INBOUND	2026-06-17	3 A 4P 2C 3	97.6% Meets / Exceeds	WHW01	CONNECTIVITY	Customer will verify internet connectivity via web UI and perform firmware updates; follow-up only if nodes revert to red or internet loss recurs
#LTS00133818INBOUND	2026-06-17	2.6 A 4P 2C 2	11.5% Needs Improvement	MR9000	CONNECTIVITY	Customer advised to call back for further assistance
#LTS00133833INBOUND	2026-06-17	2.8 A 3P 3C 3	85.2% Meets / Exceeds	LN11011201	CONFIGURATION	Customer successfully changed Wi-Fi settings and reconnected devices. Ticket created for reference. Customer asked to reply with proof of purchase for warranty validation.
#LTS00133844INBOUND	2026-06-17	1.6 A 1P 1C 2	59.8% Needs Improvement	WHW01	CONNECTIVITY	Agent will email a video guide for resetting and re-adding the child nodes
#LTS00133846INBOUND	2026-06-17	2.9 A 5P 2C 2	30.6% Needs Improvement	LN1100	CONNECTIVITY	Agent will email video tutorial for adding child node and resetting admin password; customer may purchase paid support if needed.
#LTS00133849INBOUND	2026-06-17	2.8 A 5P 2C 2	43.7% Needs Improvement	MR2000	CONNECTIVITY	Provided ticket number LPL00133849, offered $15 paid-support for MR8300 setup, and promised a callback (or customer to call back).
#LTS00133849OUTBOUND	2026-06-18	1 A 1P 1C 1	81.2% Developing	MR2000	CONNECTIVITY	No confirmed resolution; agent scheduled a callback/follow-up.
#LTS00133859INBOUND	2026-06-18	2.8 A 2P 2C 2	56.2% Needs Improvement	MR8300	CONNECTIVITY	Provided ticket number LTS00133859 and offered AI tool, email video, or paid-connect service for further troubleshooting
#LTS00133864INBOUND	2026-06-18	2.9 A 2P 3C 2	80.2% Developing	MX2000	CONNECTIVITY	Reset and re-configuration restored connectivity; emailed video link for future reference.
10fa3f78-6b4d-11f1-b12e-42010a62006fINBOUND	2026-06-18	1.6 A 1P 1C 2	39.7% Needs Improvement	MBE7000	CONFIGURATION	Advised to leave configuration unchanged without validating setup or offering corrective steps
#LTS00133969INBOUND	2026-06-18	2.8 A 1P 1C 2	0.0% Needs Improvement	WHW03	CONNECTIVITY	Agent promised to send an email with reconfiguration instructions; no troubleshooting performed.
#LTS00131297INBOUND	2026-06-18	3.9 A 5P 3C 2	76.0% Developing	MX6200	SETUP	Printer successfully connected to main 2.4 GHz network (Dixnet2134) and printing confirmed from multiple devices.
#LTS00133998INBOUND	2026-06-18	2.8 A 1P 2C 3	0.0% Needs Improvement	MX6200	CONNECTIVITY	Node returned to solid white; customer can repeat the reset steps if the issue recurs, but should not use the 5-press method.
#LTS00134002INBOUND	2026-06-19	1.1 A 1P 1C 2	0.0% Needs Improvement	E5350	CONNECTIVITY	Customer advised to contact ISP (Spectrum); no troubleshooting completed; call ended without clear path forward.
a4b23378-6b7b-11f1-9a99-42010a62006fINBOUND	2026-06-19	2.2 A 4P 2C 2	67.4% Needs Improvement	MX6200	CONNECTIVITY	Node briefly showed solid white but later reverted to blinking blue. No resolution confirmed. No follow-up or escalation offered.
e904bb96-6b7f-11f1-9e45-42010a623f91INBOUND	2026-06-19	2.7 A 4P 2C 3	0.0% Needs Improvement	RE7310	HARDWARE	Escalated to higher‑tier team; callback scheduled for tomorrow after 6 PM ET.
#LTS00134115INBOUND	2026-06-19	2.8 A 4P 2C 3	0.0% Needs Improvement	WRT54G	ACCESS	Customer advised to use the AI chat on support.linksys.com to obtain instructions for locating the Wi-Fi password.
#LTS00134136INBOUND	2026-06-19	2.8 A 3P 2C 2	51.4% Needs Improvement	WHW01	CONNECTIVITY	Agent will send an email with step-by-step instructions; no technical fix confirmed on the call.
#LTS00134141INBOUND	2026-06-19	2.8 A 4P 2C 3	64.4% Needs Improvement	MX2000	CONNECTIVITY	Node temporarily reached solid blue; customer to monitor stability. Agent will email home-networking guide for further assistance.
#LTS00134154INBOUND	2026-06-19	1 A 1P 1C 1	0.0% Needs Improvement	EA6700	ACCESS	not_fixed
#LTS00134156INBOUND	2026-06-19	2.8 A 3P 2C 2	74.4% Developing	MX4200	CONFIGURATION	Internet access confirmed; customer advised to monitor Wi-Fi performance and optionally repurpose the old MR9000 as an extender after a factory reset.

Overall	+0.25 ▲
Accuracy	+0.39 ▲
Protocol	+0.04 ▲
Comms	+0.07 ▲

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