trecia.malunjao@concentrix.com

8Calls

2.65Avg Score

31m 03sAvg Handle Time

7Documented

0Escalated

Week-over-Week Progress

Main focus: Technical inaccuracy

V2 overall: 64.14% across 8 v2-scored calls this week1 auto-zero

Family	Calls	Avg Handle Time	Overall	Accuracy	Protocol	Comms	Note
MBE	1	48m 28s	3.3	5.0	2.0	3.0	Outlier: 2.6x weekly median handle time
WHW	3	43m 32s	2.3	1.67	2.33	2.33	Outlier: 2.3x weekly median handle time
MX	2	18m 48s	2.5	4.5	2.0	3.0
MR	1	16m 55s	2.8	3.0	2.0	2.0
SPN	1	14m 46s	3.2	4.0	2.0	2.0

Category	Calls	Avg Handle Time	Overall	Accuracy	Protocol	Comms	Focus?
CONFIGURATION	3	47m 41s	2.167	2.667	2.667	2.667	✓
ACCESS	1	14m 46s	3.2	4.0	2.0	2.0
CONNECTIVITY	2	43m 16s	3.25	3.5	3.0	2.5
HARDWARE	1	29m 43s	2.2	5.0	2.0	3.0	✓
SETUP	1	48m 28s	2.8	4.0	2.0	3.0

Professional communicationAll 8 callsMaintained polite, empathetic, and patient tone throughout interactions across all calls, especially when customers expressed frustration or confusion.
Why this matters: Builds customer trust and improves experience, reducing repeat contacts.
#LTS00133407 · #LTS00133553 · #LTS00133563
Accurate technical guidance6 of 8 callsProvided correct troubleshooting steps, URLs, and password recovery methods aligned with KB documentation in multiple calls.
Why this matters: Ensures effective issue resolution and reduces misguidance risks.
#LTS00133553 · #LTS00133563 · #LTS00133572

Technical inaccuracy4 of 8 callsProvided incorrect product-specific guidance (e.g., recovery key usage on WHW03, default passwords, LED status) leading to confusion and unresolved issues.
Why this matters: Inaccurate guidance delays resolution, frustrates customers, and may increase repeat contacts.
Example: In call #LTS00133407, advised using a non-existent 'recovery key' for WHW03 password reset, causing failed login attempts.
What better looks like: Verify product-specific KB articles before providing guidance; use correct recovery methods per model.
#LTS00133407 · #LTS00133407 · #LTS00133553
Incomplete troubleshooting3 of 8 callsSkipped standard diagnostic steps (e.g., modem reboot, firmware check) and prematurely recommended hardware replacement or upsells.
Why this matters: Skipping basics misses simple fixes and risks unnecessary costs for customers.
Example: In call #LTS00134053, no basic troubleshooting was performed before recommending a new router purchase.
What better looks like: Follow full L1 troubleshooting flow: reboot, check WAN status, verify firmware, test interference before escalation or upsell.
#LTS00134053 · #LTS00133572 · #LTS00133889

No callback chains detected.

No documentation mismatches detected this week.

Step 1
Before providing password recovery guidance, verify the exact reset procedure for the specified product model using the KB.
Why: Incorrect recovery steps can lock customers out and cause repeat contacts.
Step 2
Complete the full L1 troubleshooting flow (reboot modem/router, check WAN status, verify firmware) before recommending hardware replacement or upsells.
Why: Skipping basics misses simple fixes and risks unnecessary costs for customers.
Step 3
Collect and confirm model, serial number, and warranty status at the start of every call to ensure accurate guidance and appropriate escalation.
Why: Missing product details leads to misguidance and protocol violations.

No escalated case learning this week.

Evidence Calls

Case	Date	Score	V2	Product	Category	Outcome
#LTS00133407INBOUND	2026-06-15	1.8 A 1P 2C 2	38.2% Needs Improvement	WHW03	CONFIGURATION	Agent scheduled a callback after the customer performed a power-cycle; no definitive fix was confirmed.
#LTS00133407INBOUND	2026-06-15	1.4 A 1P 1C 2	65.4% Needs Improvement	WHW03	CONFIGURATION	Customer instructed to test Ring device connectivity on the 2.4 GHz band.
#LTS00133553INBOUND	2026-06-16	3.2 A 4P 2C 2	86.5% Meets / Exceeds	SPNMX55GC	ACCESS	Wi‑Fi radios disabled; issue resolved.
#LTS00133563INBOUND	2026-06-16	3.7 A 3P 4C 3	95.8% Meets / Exceeds	WHW03	CONNECTIVITY	Node added successfully; issue resolved
#LTS00133572INBOUND	2026-06-16	2.2 A 5P 2C 3	89.3% Meets / Exceeds	MX4200	HARDWARE	Node briefly stabilized but issue recurred. Customer's request for return/exchange ignored. No valid next step provided for hardware fault.
#LTS00123669INBOUND	2026-06-16	3.3 A 5P 2C 3	88.6% Meets / Exceeds	MBE7000	CONFIGURATION	Customer will test the band-separation configuration and, if needed, re-attempt static IP entry with correct ISP values
#LTS00133889INBOUND	2026-06-18	2.8 A 4P 2C 3	49.3% Needs Improvement	MX4200	SETUP	Agent will email a guide with detailed steps for resetting nodes and setting up the new router; customer to follow the guide.
#LTS00134053INBOUND	2026-06-19	2.8 A 3P 2C 2	0.0% Needs Improvement	MR20EC	CONNECTIVITY	Agent suggested buying a new Wi-Fi 7 router (LN1400) and offered paid support; no technical fix applied.