Your weekly coaching path

riojene.ladera@concentrix.com Week of 2026-06-21 – 2026-06-27 Frontline-Heavy Week
25Calls
2.29Avg Score
17m 21sAvg Handle Time
21Documented
0Escalated

Week-over-Week Progress

Communication moved up 0.27 vs. last week.
Overall0.00 →
Accuracy+0.10 ▲
Protocol-0.08 ▼
Comms+0.27 ▲
Handle time: 49s shorter avg
• RE handle time moved down by 20m 25s vs. last week.
• MX handle time moved up by 7m 45s vs. last week.
• OTHER handle time moved up by 5m 18s vs. last week.

Scorecard

DimensionWeek AverageCalls Reviewed
Overall2.2925
Technical Accuracy2.5625
Protocol1.625
Communication2.4425

Main focus: Technical Accuracy

V2 Rubric (Shadow Grading)

V2 overall: 24.33% across 21 v2-scored calls this week8 auto-zeros

CategoryWeek Average
Resolution1.37
Technical Accuracy1.47
Communication2.62
Customer Ownership1.92
Escalation Judgment3.75
Customer Experience1.8

Where Did the Time Go

By Product Family

FamilyCallsAvg Handle TimeOverallAccuracyProtocolCommsNote
MX636m 18s2.42.672.172.33Outlier: 3.3x weekly median handle time
MR416m 36s1.772.01.252.25Outlier: 1.5x weekly median handle time
OTHER115m 36s1.21.01.03.0
EA411m 00s2.82.751.52.25
E410m 44s1.882.51.252.25
WRT29m 29s2.83.02.03.0
WHW28m 10s2.83.52.03.0
RE15m 39s1.82.01.02.0

By Problem Category

CategoryCallsAvg Handle TimeOverallAccuracyProtocolCommsFocus?
CONNECTIVITY1219m 10s2.12.21.52.3✓

What You Did Well

Growth Focus

Callback Flags

No callback chains detected.

Documentation Accuracy

#LTS00134244HIGH
Grader saw: Customer advised to purchase new router; no further action taken.
Agent documented: Name: Fredrick Brink... offers paid support ———- reject provide options fo...
Agent documented troubleshooting steps but grader marked issue unresolved; agent failed to attempt any technical resolution

Practice Plan

Escalation Lessons

No escalated case learning this week.

Evidence Calls

CaseDateScoreV2ProductCategoryOutcome
#LTS00134244INBOUND2026-06-222.8
A 3P 2C 2
67.6%
Needs Improvement
EA6100CONNECTIVITYCustomer advised to purchase a new Wi-Fi 6/7 router; no further action taken.
#LTS00134317INBOUND2026-06-221.8
A 1P 1C 2
4.2%
Needs Improvement
E5350CONNECTIVITYAgent advised purchasing a new Wi-Fi 6/7 router; no technical fix or validated troubleshooting path provided.
#LTS00134339INBOUND2026-06-222.2
A 4P 2C 3
—MR20ECCONNECTIVITYNo resolution or actionable next step provided. Paid support was offered but not accepted. Call ended without closure.
#LTS00134339INBOUND2026-06-221.4
A 1P 1C 2
0.0%
Needs Improvement
MR20ECCONNECTIVITYIssue not resolved. Recommend hardware replacement or engineering escalation.
#LTS00134349INBOUND2026-06-222.8
A 3P 2C 3
38.9%
Needs Improvement
WHW01CONNECTIVITYAgent will email a step-by-step guide for re-pairing the child nodes.
#LTS00134354INBOUND2026-06-222.8
A 3P 2C 3
0.0%
Needs Improvement
E2500CONNECTIVITYSuggested replacement with a newer router; no technical fix applied.
#LTS00129608INBOUND2026-06-231.8
A 5P 1C 2
—E7350SETUPAgent asked the customer to call back when they are at home with the router so troubleshooting can be performed.
#LTS00134487INBOUND2026-06-231.1
A 1P 1C 2
14.8%
Needs Improvement
E8450SETUPNo resolution achieved; agent suggested turning off computer firewall without clear instructions and offered callback, but customer ended the call.
#LTS00134515INBOUND2026-06-231.1
A 1P 1C 2
0.0%
Needs Improvement
MX2000SETUPNo resolution achieved. Agent ended call without confirming internet connectivity or setting follow-up.
#LTS00134533INBOUND2026-06-231.8
A 2P 1C 2
27.0%
Needs Improvement
RE6350SETUPAgent will email a generic troubleshooting guide to a potentially incorrect email address.
#LTS00134617INBOUND2026-06-242.8
A 1P 1C 2
18.2%
Needs Improvement
EA8300SETUPAgent will email generic troubleshooting guidance; offered $15 paid support or router upgrade (~$6000).
#LTS00134630INBOUND2026-06-242.8
A 4P 2C 3
0.0%
Needs Improvement
EA6350CONNECTIVITYSent email with self‑help guide; suggested purchasing a new router if needed.
#LTS00134648INBOUND2026-06-242.8
A 4P 2C 3
0.0%
Needs Improvement
WRT1900ACCONNECTIVITYAdvised customer to consult support.linksys.com articles or AI agent for self-help.
#LTS00134657INBOUND2026-06-241.2
A 1P 1C 3
0.0%
Needs Improvement
A0303CONNECTIVITYAgent incorrectly claimed device unsupported, pushed paid support, and recommended purchasing new hardware (MX6200). No technical fix was attempted.
#LTS00134770INBOUND2026-06-252.8
A 3P 2C 3
59.5%
Needs Improvement
MX4301CONNECTIVITYSent email with instructions to separate the 2.4 GHz Wi-Fi band; awaiting customer follow-up.
#LTS00134770INBOUND2026-06-251.8
A 1P 2C 2
70.1%
Developing
MX4301CONNECTIVITYTV briefly connected after multiple resets and configuration changes, but connection was unstable. No clear resolution or follow-up path established.
#LTS00134843INBOUND2026-06-253
A 4P 3C 2
93.7%
Meets / Exceeds
MX2000SETUPCustomer reported internet connectivity restored and readiness to add child nodes. No further action required, but resolution was not fully confirmed by agent.
9ab95c8a-7188-11f1-a929-42010a62006fINBOUND2026-06-262.6
A 4P 2C 2
29.8%
Needs Improvement
MX2000CONNECTIVITYOffered to send email with troubleshooting steps; escalated to supervisor for further assistance.
#LTS00104736INBOUND2026-06-263.1
A 3P 3C 3
0.0%
Needs Improvement
MX2000CONNECTIVITYChild node appears paired and functional; customer advised to monitor performance.
#LTS00134990INBOUND2026-06-262.8
A 4P 2C 3
—WHW01ACCESSSuggested using router admin password for app login; no further steps or escalation offered.
#LTS00134992INBOUND2026-06-261.6
A 1P 1C 2
0.0%
Needs Improvement
MR7350CONNECTIVITYAgent promised to email generic troubleshooting steps; no specific actions taken or confirmed.
#LTS00134999INBOUND2026-06-262.8
A 2P 2C 3
28.2%
Needs Improvement
WRT54GCONNECTIVITYSuggested upgrade and provided reset instructions; no confirmed fix.
#LTS00135002INBOUND2026-06-262.8
A 3P 1C 2
8.3%
Needs Improvement
EA6350CONNECTIVITYSuggested purchasing a new router (MX6200) and offered paid support for further assistance.
#GI00135010INBOUND2026-06-262.8
A 3P 1C 3
50.6%
Needs Improvement
ACCESSCustomer will move router to house, perform factory reset, verify wiring, and change password via web UI.
#LTS00134992INBOUND2026-06-261.9
A 2P 1C 2
—MR7350CONNECTIVITYCustomer instructed to log into the router’s local web UI to rename the SSID, but no URL or steps were provided. Call ended with customer disengagement.