Coach & QA View

edgarianmark.catulong@concentrix.com — Week of 2026-07-05 – 2026-07-11

Frontline-Heavy Week 1 Risk Flags

Coaching Summary

Performance shows technical accuracy but needs protocol discipline and resolution verification

Relies on correct technical knowledge but lacks systematic protocol execution

Key calls: #LTS00136269, #TE00136620, #LTS00136701

Risk Flags

Critical Dimension Below Threshold

Accuracy score below 2.5 in 4 calls this week

ExampleCall #LTS00136269: accuracy 1 with incorrect IP guidance and unresolved issue

Correct behavior: Follow KB-accurate IP procedures and verify resolution before closing

Impact: Customer received incorrect instructions and unresolved problem

Related: #LTS00136269, #EOS00136367, #LTS00136608

View ticket #LTS00136269

Week-over-Week Progress

Overall moved down 0.16 vs. last week.; Protocol moved down 0.17 vs. last week.
Overall-0.16 ▼
Accuracy-0.07 ▼
Protocol-0.17 ▼
Comms-0.13 ▼
Handle time: 33m 27s shorter avg
• MX handle time moved down by 63m 39s vs. last week.
• WHW handle time moved down by 25m 22s vs. last week.

Scorecard

DimensionWeek AverageCalls Reviewed
Overall2.2511
Technical Accuracy2.7311
Protocol1.7311
Communication2.2711

V2 Rubric (Shadow Grading)

V2 overall: 30.8% across 10 v2-scored calls this week

CategoryWeek Average
Resolution1.31
Technical Accuracy2.13
Communication1.62
Customer Ownership1.86
Escalation Judgment0.0
Customer Experience0.68

Score Diagnostics

Based on 11 calls reviewed this week.

Accuracy
2.73
Protocol
1.73
Communication
2.27
Overall
2.25

Technical Findings

improvement
Failed to verify warranty status before concluding EA6100 out-of-warranty in outbound call
#TE00136620  ·  call 701b2fdc-7ca3-11f1-bce4-42010a660053
improvement
Skipped modem test and WAN status check in MX55EC3 connectivity issue
#LTS00136701  ·  call 1695d7f8-7bdd-11f1-91e7-42010a623f91

Call Handling Findings

Calibration Notes

None recorded this week.

Callback Chains

No callback chains detected.

Documentation Mismatches

No documentation mismatches found.

Suggested Coaching Conversation

1
Your technical knowledge was strong in identifying hardware limitations on the EA6100 — let's discuss how to pair that with clear next-step guidance for out-of-warranty situations.
2
I've noticed several calls where we collected model/serial but didn't verify resolution before closing. How do you feel about building a standard verification script for the closing phase?
3
The MX55EC3 call showed we missed key WAN diagnostics. Let's walk through universal_isp_modem_diagnostics.md together to ensure we cover all bases.
4
Your politeness scores are consistent — how can we leverage that to improve call control during complex troubleshooting?

Coaching Best Practices

Five Principles for Effective Coaching Conversations

  1. SBI feedback model — Describe the Situation, the Behavior you observed, and its Impact. Avoid labels (“you always…”) — describe the specific instance.
  2. Ask more than you tell — Start with “What did you notice on that call?” before offering your interpretation. Agents who self-diagnose retain more.
  3. Recognition before correction — Open with a genuine strength observation. Agents in a defensive posture can’t hear coaching.
  4. Psychological safety first — Frame mistakes as data, not character. “That call had a tricky wrinkle — let’s pull it apart” lands better than “you made an error here.”
  5. Close with a specific commitment — End every coaching conversation with one thing the agent will try on their next call, and a follow-up check-in within 48 hours.

Deep Evidence

CaseDateDurationOverallAccuracyProtocolCommsV2ProductIssue TypeOutcome
#EOS00136367INBOUND↩ cb2026-07-08—2.843226.4%
Needs Improvement
EA7500ACCESS
Customer to try the default Wi-Fi password printed on the router label. If unsuccessful, advised to log into the router’s local web interface (http://192.168.1.1 or http://myrouter.local) to change the Wi-Fi password.
#LTS00136269INBOUND↩ cb2026-07-08—2.232333.0%
Needs Improvement
WHW03CONNECTIVITY
Agent did not provide a complete resolution or clear next-step plan. Call ended abruptly with customer unable to hear agent.
#LTS00136269INBOUND↩ cb2026-07-08—1.7312—WHW03CONNECTIVITY
None – call ended without any next steps.
#LTS00136269OUTBOUND↩ cb2026-07-08—1.11120.0%
Needs Improvement
WHW03CONNECTIVITY
No resolution achieved. Further troubleshooting required: verify correct router IP (192.168.1.1), attempt HTTPS access, check for firmware issues, or perform factory reset.
#LTS00136269OUTBOUND↩ cb2026-07-08—2.642225.7%
Needs Improvement
WHW03CONNECTIVITY
Replace the Ethernet cable and verify that the WAN port shows a 1 Gbps link; follow up if the problem persists.
#LTS00136269OUTBOUND↩ cb2026-07-08—2.822259.5%
Needs Improvement
WHW03CONNECTIVITY
Internet restored; advise customer to monitor node LEDs and contact support if red reappears.
#EOS00136367INBOUND↩ cb2026-07-09—1.31128.3%
Needs Improvement
EA7500CONNECTIVITY
Agent recommended purchasing a newer router without validating the issue or offering self-help steps.
#EOS00136601INBOUND2026-07-09—2.842346.7%
Needs Improvement
WHW03V2HARDWARE
Agent will email step-by-step instructions to set a child node as the parent router.
#EOS00136608INBOUND2026-07-09—2.811224.0%
Needs Improvement
EA8300CONNECTIVITY
Agent will send an email with instructions on how to access the router UI and verify/disable MAC address filtering.
#LTS00136701INBOUND2026-07-10—1.842313.1%
Needs Improvement
MX55EC3CONNECTIVITY
Agent advised repeated power-cycling; no resolution confirmed. No next step or escalation provided.
#TE00136620OUTBOUND2026-07-10—2.832271.2%
Developing
EA6100CONNECTIVITY
Hardware fault identified; advised that the router is out of warranty and would need replacement. No further action provided.

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