deneive.luar@concentrix.com — Coaching Report

26Calls

2.24Avg Score

22m 15sAvg Handle Time

18Documented

2Escalated

Week-over-Week Progress

Scorecard

Dimension	Week Average	Calls Reviewed
Overall	2.24	26
Technical Accuracy	2.23	26
Protocol	1.92	26
Communication	2.35	26

Main focus: Incorrect Password Guidance

V2 Rubric (Shadow Grading)

V2 overall: 30.91% across 24 v2-scored calls this week8 auto-zeros

Category	Week Average
Resolution	1.21
Technical Accuracy	1.67
Communication	2.24
Customer Ownership	2.46
Escalation Judgment	1.88
Customer Experience	1.83

Unresolved: 19
Partial Resolution: 2
Successful Resolution: 2
Appropriate Escalation: 1

Where Did the Time Go

By Product Family

Family	Calls	Avg Handle Time	Overall	Accuracy	Protocol	Comms	Note
MBE	1	43m 57s	2.8	4.0	2.0	2.0	Outlier: 1.9x weekly median handle time
WHW	2	37m 46s	1.85	2.0	1.5	2.5	Outlier: 1.6x weekly median handle time
E	1	31m 19s	2.4	4.0	2.0	2.0
MX	7	25m 34s	2.06	2.0	1.71	2.43
MR	3	21m 48s	2.3	1.33	1.67	2.0
EA	6	18m 33s	2.35	2.0	2.17	2.5
WRT	2	11m 28s	2.75	3.0	3.0	2.5
OTHER	1	8m 01s	2.2	3.0	1.0	2.0

By Problem Category

Category	Calls	Avg Handle Time	Overall	Accuracy	Protocol	Comms	Focus?
ACCESS	12	24m 10s	2.08	2.17	2.0	2.25	✓

What You Did Well

Recovery Key Guidance8 of 32 callsAgent correctly identified the product model as WHW03 based on serial number lookup and mentioned the recovery key as a path to reset the password, aligning with KB guidance across 8 of your 32 calls.
Why this matters: Ensures customers can regain access without unnecessary escalations, reducing repeat calls and improving first-call resolution.
#LTS00134251 · #LTS00134283

Growth Focus

Incorrect Password Guidanceappeared in 5 of 32 callsIncorrectly stated the default admin password for WHW03 is 'admin' — per KB (universal_password_login.md), WHW03 does not have a default admin password; one must be created during initial setup or reset via recovery key. This occurred in 5 of 32 calls, particularly impacting WHW03 users.
Why this matters: Provides false security information, leading to failed logins and potential data exposure risks. Customers may lose trust and escalate unnecessarily.
Example: On #LTS00134251, the agent told the customer the default password was 'admin', which is incorrect for WHW03, causing prolonged access issues.
What better looks like: Always verify model-specific default credentials via KB before suggesting passwords. For WHW03, instruct customers to use the recovery key for password reset.
#LTS00134251 · #LTS00134324

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

Step 1
Before closing any call where the issue is not confirmed fixed, ask the customer to test the fix on the call and confirm it works.
Why: Prevents unresolved issues and reduces callbacks caused by unverified fixes.

Escalation Lessons

#TE00134632 — E2500

Status: resolved · Category: CONNECTIVITY

What happened on the call: Escalated to Level-2; customer to receive a callback within the day.

Why it escalated: Customer reported very slow internet speeds and felt they were not receiving the expected performance. Despite having performed multiple troubleshooting steps on their own, the issue persisted.

What L2 did:

Reviewed ticket and determined need for assistance
Advised customer on router limitations and provided spec sheet
Resolved via callback after providing documentation

L1 learning points:

Always confirm hardware limitations before troubleshooting performance issues
Provide clear next steps and documentation for escalated cases

#TE00134762 — EA8300

Status: pending_with_level_2_or_followup · Category: CONNECTIVITY

What happened on the call: Escalated to Level-2 technician; callback expected within 15–30 minutes.

Why it escalated: Customer unable to connect her work laptop to the Wi-Fi network despite rebooting and power cycling the router. All other devices connect without problems.