Your weekly coaching path

girlyjoy.pocot@concentrix.com Week of 2026-07-05 – 2026-07-11 Frontline-Heavy Week
23Calls
2.51Avg Score
24m 08sAvg Handle Time
19Documented
1Escalated

Week-over-Week Progress

Accuracy moved down 0.36 vs. last week.; Average handle time moved down by 3m 15s.
Overall+0.13 ▲
Accuracy-0.36 ▼
Protocol+0.12 ▲
Comms-0.01 ▼
Handle time: 3m 15s shorter avg
• RE handle time moved down by 31m 30s vs. last week.
• MR handle time moved up by 18m 24s vs. last week.
• E handle time moved down by 12m 18s vs. last week.

Scorecard

DimensionWeek AverageCalls Reviewed
Overall2.5123
Technical Accuracy2.2623
Protocol2.023
Communication2.4323

Main focus: Technical Accuracy

V2 Rubric (Shadow Grading)

V2 overall: 51.87% across 22 v2-scored calls this week

CategoryWeek Average
Resolution2.6
Technical Accuracy2.26
Communication2.61
Customer Ownership3.35
Escalation Judgment0.5
Customer Experience2.39

Where Did the Time Go

By Product Family

FamilyCallsAvg Handle TimeOverallAccuracyProtocolCommsNote
RE338m 33s2.61.672.332.67Outlier: 1.7x weekly median handle time
WHW729m 17s2.572.141.862.29
MR422m 34s3.052.752.52.5
MX616m 54s2.172.52.02.33
E112m 57s2.81.02.03.0

By Problem Category

CategoryCallsAvg Handle TimeOverallAccuracyProtocolCommsFocus?
CONNECTIVITY1224m 10s2.52.32.22.8

What You Did Well

Growth Focus

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

Escalation Lessons

#TE00135947 — MX5500
Status: pending_with_level_2_or_followup  ·  Category: CONNECTIVITY
What happened on the call: No resolution. Next step: confirm model, perform correct factory reset, verify modem internet connectivity, and reconfigure via setup wizard (192.168.1.1 or myrouter.local).
Why it escalated: Agent provided incorrect technical guidance (LED states, 5-press method) leading to unresolved issue despite multiple attempts
What L2 did:
  1. Verified modem connectivity
  2. Performed correct factory reset
  3. Reconfigured via setup wizard
L1 learning points:
  1. Always confirm product model before providing LED or reset instructions
  2. MX5500 shows solid purple for setup readiness, not solid blue
  3. 5-press method is for pairing, not reset or setup

Evidence Calls

CaseDateScoreV2ProductCategoryOutcome
#TE00135947OUTBOUND2026-07-061.8
A 1P 1C 2
25.1%
Needs Improvement
MX5500CONNECTIVITYNo resolution. Next step: confirm model, perform correct factory reset, verify modem internet connectivity, and reconfigure via setup wizard (192.168.1.1 or myrouter.local).
#TE00135947OUTBOUND2026-07-063.5
A 5P 3C 2
68.6%
Needs Improvement
MX5500CONNECTIVITYCustomer to call Xfinity to have the ISP port/reactivation checked; ticket #135947 provided for reference.
#LTS00135954INBOUND2026-07-062.8
A 2P 2C 3
70.3%
Developing
RE7000CONNECTIVITYExtender set up; customer to verify internet access for connected devices.
#TE00135947INBOUND2026-07-061.8
A 4P 2C 2
26.4%
Needs Improvement
MX5500CONNECTIVITYNo resolution or next step provided.
#TE00135947OUTBOUND2026-07-061.1
A 1P 1C 2
33.2%
Needs Improvement
MX5500CONNECTIVITYNo resolution achieved. Immediate escalation to senior support required for correct diagnostics and model verification.
#LTS00135973INBOUND2026-07-062.9
A 3P 2C 2
94.2%
Meets / Exceeds
WHW03CONNECTIVITYRouter UI accessed, admin password reset, Wi-Fi credentials updated, child node paired; issue resolved.
#LTS00136031INBOUND2026-07-063
A 5P 3C 2
66.1%
Needs Improvement
MR20MSACCESSCustomer changed the SSID via the app; advised to verify device connectivity.
#LTS00136039INBOUND2026-07-062.2
A 2P 3C 3
70.1%
Developing
RE6350SETUPNone provided. Customer remains unable to access admin interface or Spot Finder.
#LTS00136051INBOUND2026-07-061.8
A 2P 2C 2
41.2%
Needs Improvement
MX2000SETUPCustomer to contact ISP to have the new modem’s MAC address activated; call back if still no connectivity.
#LTS00136060INBOUND2026-07-062.8
A 1P 2C 3
8.3%
Needs Improvement
E5400CONNECTIVITYRecommend performing a wired speed test directly to the modem to verify ISP service, then through the router to isolate the bottleneck. If router is the issue, consider replacement—but only after proper diagnostics.
#EOS00136064INBOUND2026-07-061.1
A 1P 1C 2
31.9%
Needs Improvement
ACCESSNo resolution achieved. Customer was left without a confirmed path to regain access to the app or router settings.
#LTS00136076INBOUND2026-07-062.8
A 1P 2C 2
52.2%
Needs Improvement
RE7000HARDWAREAdvised that the unit appears defective and out of warranty; recommended purchasing a replacement extender.
#LTS00136079INBOUND2026-07-062
A 1P 1C 2
50.9%
Needs Improvement
WHW01CONNECTIVITYMesh system restored; all nodes solid green and internet functional.
#EOS00136164INBOUND2026-07-072.8
A 4P 1C 3
31.5%
Needs Improvement
SETUPAgent will email step-by-step setup instructions; customer instructed to reset router and reconfigure. No hardware replacement offered.
#LTS00136169INBOUND2026-07-072.8
A 1P 1C 2
45.8%
Needs Improvement
WHW03CONNECTIVITYProvided reset instructions; no confirmed fix. Customer advised to repeat steps if issue recurs.
#LTS00136188INBOUND2026-07-071.1
A 1P 1C 2
6.5%
Needs Improvement
WHW03CONNECTIVITYAdvised customer to contact Xfinity ISP without performing any diagnostics or troubleshooting.
#LTS00136229INBOUND2026-07-072.8
A 3P 2C 3
78.7%
Developing
WHW03SETUPAfter power‑cycling, router LED turned green and internet appeared to work; customer confirmed functionality.
#LTS00136243INBOUND2026-07-073.6
A 5P 4C 2
64.0%
Needs Improvement
WHW03CONNECTIVITYNode was reset and paired; briefly showed solid aqua. Customer advised to relocate and monitor. Agent closed call without final confirmation of stable connection.
#LTS00136246INBOUND2026-07-072.8
A 1P 2C 3
74.7%
Developing
MR5500SETUPInternet restored; new Wi-Fi network configured via Linksys app.
#LTS00057727INBOUND2026-07-072.8
A 2P 2C 2
—MR8300SETUPCustomer was told to verify the default SSID after reset; no confirmation obtained.
#LTS00136332INBOUND2026-07-083.6
A 3P 3C 3
93.5%
Meets / Exceeds
MR20ECCONNECTIVITYEthernet cable moved from LAN port 3 to WAN port; internet connectivity restored.
#LTS00019530INBOUND2026-07-083
A 2P 3C 4
53.3%
Needs Improvement
MX6200SETUPCustomer instructed to change security mode via web interface; no verification of completion performed.
#LTS00136169INBOUND2026-07-102.8
A 1P 2C 3
54.6%
Needs Improvement
WHW03CONNECTIVITYRecommend replacement with MR5500 router.

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