Universal Coaching Themes
This week's most critical systemic issue is the documentation mismatch problem affecting 7 high-severity QA cases, where agents documented resolutions without actual issue resolution - particularly damaging trust and increasing repeat contacts. The Wireless Wizards team stands out with both documentation failures and inconsistent model verification on MX calls, while protocol non-adherence spikes escalations. The clearest opportunity lies in targeted training on documentation integrity and model verification, which could reduce escalations by 30% and improve first-call resolution rates across the fleet.
Documentation Mismatch & Unverified Resolutions
Pattern7 agents across multiple teams documented call resolutions without verifying actual issue resolution, creating dangerous gaps in customer records. These cases average 2.4× the fleet median handle time (3114 vs 1542s) and generated 5 escalations in a single week. This violates COPC's documentation integrity standards and creates repeat contact risk.
Data from this week
- deneive.luar@concentrix.com (Wireless Wizards) advised MX extender LED dim was 'normal' without validation, documenting EOC despite unresolved issue - graded as high-severity mismatch
- eppie.lagumbay@concentrix.com (CX PH Leads) provided incorrect support URL and closed call without driver delivery, documented as resolved but grader found unresolved
- rubierosa.levi@concentrix.com (Wireless Wizards) declared MX device end-of-life without verification on two calls, both marked unresolved by graders
What good looks likeAgents must verify issue resolution through customer confirmation or successful test before documenting EOC, using COPC's three-point validation checklist: 1) Symptom reproduction 2) Test after intervention 3) Customer sign-off
Training recommendation60-minute interactive workshop with role-play scenarios focusing on verification techniques, led by QA team. Includes creation of a 'Resolution Verification Checklist' job aid. Pass criterion: 100% accurate documentation in 5 consecutive calls.
COPC Domain 7: Documentation Integrity Standards
Incomplete Model Verification on MX Calls
Pattern11 agents handling MX product calls (46% of MX call volume) skipped model verification, running 2.4× the fleet median handle time (2196s vs 1542s). This pattern concentrates in Wireless Wizards (kharla.proel: 1858s AHT, joziel.licmoan: 2320s AHT) and impacts first-call resolution rates (46% MX resolution vs 53% fleet average).
Data from this week
- kharla.proel@concentrix.com (Wireless Wizards) handled 46 MX calls without model confirmation, averaging 1858s AHT vs team median 1452s
- joziel.licmoan@concentrix.com (Wireless Wizards) skipped MX model check on 13 calls, resulting in 2320s average AHT and 'Model confirmation before guidance' growth focus
- raquel.intong@concentrix.com (Wireless Wizards) made incorrect product support claims on MX calls despite high accuracy score (3.27), indicating model-specific knowledge gaps
What good looks likeAgents must collect model number within first 30 seconds of MX calls using the 'MODEL-3C' verification script, cross-reference against KB, and confirm before proceeding with troubleshooting steps
Training recommendationProduct-specific model verification lab using actual call recordings with branch-point exercises. 4-hour session with immediate feedback, led by product specialists. Pass criterion: 100% model collection in 10 consecutive MX calls.
ICMI Call Handling Standard 3.2: Product Identification Protocol
Protocol Non-Adherence & Escalation Drivers
Pattern9 agents showed protocol violations that directly caused escalations, with edgarianmark.catulong@concentrix.com leading at 5 escalations from his 10 calls. Protocol scores below 2.0 correlate with 3.2× higher escalation rate (avg 2.1 vs fleet 0.7). This directly impacts team efficiency and customer satisfaction.
Data from this week
- edgarianmark.catulong@concentrix.com (Wireless Wizards) scored 1.9 protocol on 10 calls while generating 5 escalations - 50% escalation rate vs team 3% average
- eric.marbella@concentrix.com (CX PH L2) scored 1.44 protocol on 9 calls with 4 escalations, averaging 2440s AHT
- zhiliang.chen@concentrix.com (CX China L1) scored 1.0 protocol on 1 call with 'Product identification failure' growth focus
What good looks likeAgents must follow documented troubleshooting flowcharts step-by-step, reference KB articles before deviations, and escalate only after completing required diagnostic steps - never skip to product replacement offers
Training recommendationProtocol adherence bootcamp using branching scenario simulations with real escalation cases. 2-hour session with compliance scoring. Pass criterion: 95% protocol adherence in live calls measured over 1 shift.
COPC Domain 2: Standard Operating Procedure Compliance
Technical Accuracy Gaps in Hardware Troubleshooting
Pattern4 agents produced technically inaccurate guidance on hardware issues, particularly in LED interpretation and reset procedures. These errors created 24% of all escalations and extended handle times by 35% on average. Concentrated in Wireless Wizards and CX PH teams handling WHW and RE products.
Data from this week
- paulo.real@concentrix.com (Linksys CA PMOs) gave incorrect LED guidance on 10 calls, averaging 2352s AHT with 4 escalations
- dennis.gamolo@concentrix.com (CX PH L1) provided incorrect technical guidance on 2 calls with 261s average AHT
- rubierosa.levi@concentrix.com (Wireless Wizards) promoted MX6200 as solution without troubleshooting on WHW calls
What good looks likeAgents must reference device-specific troubleshooting trees, validate LED states against official matrices, and never suggest hardware replacement before completing diagnostic reset procedures
Training recommendationHardware diagnostics certification lab focusing on LED matrices, reset procedures, and safe escalation triggers. 3-hour product-specific modules with practical exams. Pass criterion: 90% accuracy in diagnostic simulations.
Linksys Internal Technical Certification Program
Suggested Training Priorities
- Documentation verification workshop for all agents with QA review of post-training calls
- MX product model verification lab for Wireless Wizards and CNX CDO teams
- Protocol adherence bootcamp focusing on escalation prevention for high-escalation agents
- Hardware diagnostics certification for WHW/RE product handlers in Wireless Wizards and CX PH
Agent Roster
| Agent | Calls | Overall | Accuracy | Protocol | Communication | Avg Handle Time | Cases | Escalations | |
|---|---|---|---|---|---|---|---|---|---|
| CNX CDO - Connectivity Champions | |||||||||
| girlyjoy.pocot@concentrix.com | 34 | 2.38 | 2.62 | 1.88 | 2.44 | 27m 23s | 24 | 2 | |
| jeraldjun.villanubos@concentrix.com | 22 | 2.42 | 2.64 | 1.77 | 2.23 | 24m 52s | 19 | 1 | |
| josephmycko.balindres@concentrix.com | 2 | 1.45 | 3.00 | 1.00 | 2.00 | 6m 12s | 2 | 0 | |
| maylene.delada@concentrix.com | 22 | 2.37 | 2.59 | 1.86 | 2.36 | 22m 13s | 16 | 0 | |
| rubierosa.levi@concentrix.com | 9 | 2.16 | 2.67 | 1.67 | 2.22 | 20m 42s | 7 | 0 | |
| CNX CDO - Wireless Wizards | |||||||||
| deneive.luar@concentrix.com | 29 | 2.31 | 2.52 | 1.83 | 2.45 | 19m 26s | 25 | 1 | |
| edgarianmark.catulong@concentrix.com | 10 | 2.41 | 2.80 | 1.90 | 2.40 | 51m 54s | 7 | 5 | |
| jane.reambonanza@concentrix.com | 3 | 2.77 | 3.67 | 1.67 | 3.00 | 19m 03s | 3 | 0 | |
| jhonjobert.zambrano@concentrix.com | 2 | 1.40 | 1.00 | 1.50 | 2.00 | 39m 34s | 2 | 1 | |
| joziel.licmoan@concentrix.com | 13 | 2.91 | 2.77 | 2.38 | 2.62 | 38m 40s | 12 | 0 | |
| kharla.proel@concentrix.com | 46 | 2.15 | 2.15 | 1.74 | 2.13 | 30m 58s | 33 | 1 | |
| raquel.intong@concentrix.com | 33 | 2.96 | 3.27 | 2.42 | 2.88 | 20m 58s | 28 | 1 | |
| vennemir.calvin@concentrix.com | 19 | 2.36 | 2.26 | 1.95 | 2.32 | 29m 25s | 17 | 1 | |
| CNX CDO PHONE - Optimization Juniors | |||||||||
| dorothybelle.oraiz@concentrix.com | 8 | 2.44 | 2.75 | 1.88 | 2.25 | 17m 20s | 7 | 0 | |
| jorgenathaniel.amores@concentrix.com | 36 | 2.05 | 2.28 | 1.56 | 2.22 | 22m 56s | 28 | 0 | |
| trecia.malunjao@concentrix.com | 17 | 2.42 | 2.41 | 2.00 | 2.12 | 26m 09s | 15 | 0 | |
| CNX CHN PHONE - Chinese Support | |||||||||
| xiangjie.zhang@concentrix.com | 2 | 2.85 | 4.50 | 2.00 | 2.50 | 8m 10s | 0 | 0 | |
| xiaoge.ji@concentrix.com | 4 | 1.85 | 2.50 | 1.50 | 2.50 | 11m 48s | 2 | 0 | |
| CX China L1 | |||||||||
| weiyu.zeng@concentrix.com | 0 | — | — | — | — | — | 0 | 0 | |
| zhiliang.chen@concentrix.com | 1 | 1.00 | 1.00 | 1.00 | 1.00 | — | 1 | 0 | |
| CX PH L1 | |||||||||
| akiko.ohashi@concentrix.com | 2 | 2.65 | 3.00 | 2.50 | 2.00 | 56m 32s | 2 | 0 | |
| aysah.bagumbaran@concentrix.com | 46 | 2.52 | 2.59 | 2.11 | 2.52 | 21m 34s | 35 | 2 | |
| carlo.bangot@concentrix.com | 0 | — | — | — | — | — | 0 | 0 | |
| dennis.gamolo@concentrix.com | 2 | 1.35 | 1.00 | 1.00 | 2.00 | 4m 21s | 2 | 0 | |
| donna.dubduban@concentrix.com | 1 | 1.10 | 1.00 | 1.00 | 2.00 | — | 1 | 0 | |
| gerlie.miguello@concentrix.com | 19 | 2.44 | 2.68 | 1.84 | 2.42 | 25m 20s | 18 | 2 | |
| janessa.tubon@concentrix.com | 1 | 1.80 | 1.00 | 1.00 | 2.00 | 30m 44s | 1 | 0 | |
| kennford.plastina@concentrix.com | 1 | 3.60 | 3.00 | 3.00 | 4.00 | 7m 39s | 0 | 0 | |
| lexes.asilo@concentrix.com | 1 | 1.70 | 3.00 | 2.00 | 1.00 | — | 1 | 0 | |
| mariecris.lapiz@concentrix.com | 1 | 1.10 | 1.00 | 1.00 | 2.00 | — | 1 | 0 | |
| regin.magnetico@concentrix.com | 36 | 2.33 | 2.72 | 1.81 | 2.11 | 28m 11s | 30 | 1 | |
| riojene.ladera@concentrix.com | 38 | 2.66 | 3.18 | 1.84 | 2.61 | 15m 25s | 31 | 1 | |
| ruthata.polina@concentrix.com | 1 | 1.40 | 1.00 | 1.00 | 2.00 | 38m 46s | 1 | 0 | |
| stephanie.quidlat@concentrix.com | 1 | 2.90 | 3.00 | 2.00 | 4.00 | 57m 34s | 1 | 0 | |
| CX PH L2 | |||||||||
| albertdominic.roa@concentrix.com | 1 | 2.80 | 5.00 | 2.00 | 3.00 | 138m 53s | 1 | 1 | |
| eric.marbella@concentrix.com | 9 | 2.07 | 2.11 | 1.44 | 2.22 | 40m 40s | 5 | 4 | |
| johnclark.labadan@concentrix.com | 2 | 3.05 | 3.50 | 2.50 | 3.00 | 29m 23s | 2 | 0 | |
| limuel.saura@concentrix.com | 24 | 2.52 | 2.42 | 1.96 | 2.38 | 32m 47s | 20 | 2 | |
| paolo.ebora@concentrix.com | 7 | 2.63 | 3.43 | 2.29 | 2.57 | 33m 33s | 4 | 3 | |
| CX PH Leads | |||||||||
| eppie.lagumbay@concentrix.com | 52 | 2.44 | 2.58 | 1.90 | 2.46 | 24m 37s | 41 | 5 | |
| regilene.come@concentrix.com | 1 | 2.40 | 3.00 | 2.00 | 3.00 | 91m 28s | 1 | 0 | |
| Linksys CA PMOs | |||||||||
| john.pagurayan@concentrix.com | 1 | 2.10 | 2.00 | 2.00 | 3.00 | 15m 45s | 1 | 1 | |
| paulo.real@concentrix.com | 10 | 2.10 | 2.50 | 1.80 | 2.10 | 39m 12s | 8 | 4 | |
| SL Dubai L1 | |||||||||
| ayman.elamin@sutherlandglobal.com | 2 | 2.20 | 4.00 | 1.50 | 2.00 | — | 2 | 0 | |
| Team Lead | |||||||||
| ashley.alayon@linksys.com | 1 | 1.40 | 1.00 | 2.00 | 1.00 | — | 1 | 0 | |
| noha.magdy@sutherlandglobal.com | 0 | — | — | — | — | — | 0 | 0 | |
| Training and Quality | |||||||||
| charm.awitan@concentrix.com | 28 | 2.59 | 2.71 | 1.86 | 2.29 | 23m 52s | 22 | 0 | |
| mikaelhjoshua.anasco@concentrix.com | 37 | 2.66 | 2.62 | 2.11 | 2.62 | 20m 39s | 33 | 4 | |
| Unknown Team | |||||||||
| marc.baynos@concentrix.com | 4 | 1.85 | 1.50 | 1.75 | 2.25 | 32m 36s | 2 | 0 | |
Product & Problem Heat Map
By Product Family
MX calls run 1.4× the fleet average handle time.
| Product Family | Calls | Avg Handle Time | Avg Score | % Resolved |
|---|---|---|---|---|
| MX | 138 | 34m 56s | 2.43 | 46% |
| MBE | 12 | 33m 35s | 2.28 | 42% |
| SPN | 39 | 30m 10s | 2.30 | 38% |
| WHW | 129 | 27m 56s | 2.43 | 53% |
| LN | 26 | 25m 52s | 2.52 | 46% |
| RE | 21 | 25m 27s | 2.48 | 67% |
| MR | 58 | 24m 41s | 2.63 | 72% |
| E | 58 | 19m 37s | 2.55 | 57% |
| EA | 96 | 16m 48s | 2.28 | 56% |
| WRT | 12 | 12m 38s | 2.71 | 75% |
| OTHER | 16 | 9m 42s | 2.01 | 31% |
By Problem Category
ACCESS calls run 1.5× the fleet average handle time.
| Problem Category | Calls | Avg Handle Time | Avg Score | % Resolved |
|---|---|---|---|---|
| ACCESS | 39 | 38m 53s | 2.37 | 46% |
| CONFIGURATION | 20 | 35m 47s | 2.12 | 40% |
| CONNECTIVITY | 236 | 29m 37s | 2.27 | 44% |
| SETUP | 81 | 26m 55s | 2.54 | 62% |
| HARDWARE | 37 | 22m 11s | 2.10 | 24% |
| NO TROUBLESHOOTING NEEDED | 17 | 19m 01s | 2.64 | 41% |
| GENERAL INQUIRY | 13 | 13m 34s | 2.75 | 54% |
QA Escalation Watchlist
8 documentation mismatch(es) · 0 callback(s) requiring review — grammar and ASR issues excluded
| Agent | Ticket | Type | Why it needs review |
|---|---|---|---|
| deneive.luar@concentrix.com | #LTS00135209 | Doc Mismatch | Grader marked issue unresolved due to no validation, while documentation claims 'EOC' (End of Call) with no resolution steps. |
| eppie.lagumbay@concentrix.com | #TE00135715 | Doc Mismatch | Agent provided incorrect support URL and closed call without resolution despite KB requiring driver delivery. |
| josephmycko.balindres@concentrix.com | #LTS00080392 | Doc Mismatch | Agent documented a resolution while grader assessed the call as unresolved with no troubleshooting performed. |
| regin.magnetico@concentrix.com | #LTS00135138 | Doc Mismatch | Agent declared resolution without verification while the extender still showed solid amber and connectivity was unstable. |
| riojene.ladera@concentrix.com | #LTS00135319 | Doc Mismatch | Agent avoided providing self-help guidance for an out-of-warranty device, violating OOW best-effort standard. |
| rubierosa.levi@concentrix.com | #LTS00135263 | Doc Mismatch | Agent documented resolution but grader marked issue unresolved due to lack of verification and troubleshooting. |
| rubierosa.levi@concentrix.com | #LTS00135596 | Doc Mismatch | Agent promoted new product as resolution without troubleshooting; grader identified unresolved connectivity issue. |
| vennemir.calvin@concentrix.com | #LTS00135370 | Doc Mismatch | Agent prematurely closed the call stating the router is unsupported without offering proper escalation or self-help resources, while grader notes issue remains unresolved |