Your weekly coaching path

jorgenathaniel.amores@concentrix.com Week of 2026-07-05 – 2026-07-11 Frontline-Heavy Week
48Calls
1.95Avg Score
31m 59sAvg Handle Time
39Documented
4Escalated

Week-over-Week Progress

Accuracy moved down 0.18 vs. last week.; Communication moved down 0.20 vs. last week.
Overall-0.10 ▼
Accuracy-0.18 ▼
Protocol+0.02 ▲
Comms-0.20 ▼
Handle time: +9m 03s longer avg
• EA handle time moved up by 23m 52s vs. last week.
• MR handle time moved up by 16m 40s vs. last week.
• WHW handle time moved up by 9m 34s vs. last week.

Scorecard

DimensionWeek AverageCalls Reviewed
Overall1.9548
Technical Accuracy2.148
Protocol1.5848
Communication2.0248

Main focus: Incorrect Technical Guidance

V2 Rubric (Shadow Grading)

V2 overall: 35.71% across 47 v2-scored calls this week6 auto-zeros

CategoryWeek Average
Resolution1.83
Technical Accuracy1.27
Communication1.54
Customer Ownership2.44
Escalation Judgment1.88
Customer Experience1.31

Where Did the Time Go

By Product Family

FamilyCallsAvg Handle TimeOverallAccuracyProtocolCommsNote
LN244m 12s2.11.01.02.5
EA535m 55s1.821.62.02.2
MX1235m 51s2.252.421.752.0
WHW734m 09s2.042.431.712.0
MR833m 59s1.712.01.382.38
RE332m 51s1.971.331.672.0
E224m 38s2.43.02.02.0
OTHER414m 20s1.251.01.01.75

By Problem Category

CategoryCallsAvg Handle TimeOverallAccuracyProtocolCommsFocus?
CONNECTIVITY14—2.011.211.291.93✓
ACCESS2—1.61.01.02.0✓
SETUP3—2.071.331.672.0✓
CONFIGURATION1—1.01.01.01.0✓

What You Did Well

Growth Focus

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

Escalation Lessons

#TE00136055 — MX2000
Status: resolved  ·  Category: ACCESS
What happened on the call: Level-2 technician John will call the customer back at 430-767-6060.
#TE00136294 — LN1100
Status: pending_with_level_2_or_followup  ·  Category: CONNECTIVITY
What happened on the call: Escalated to Level-2 technical support; customer to await callback.
#LTS00136458 — MX6200
Status: resolved  ·  Category: CONNECTIVITY
What happened on the call: Escalated to Level-2 engineering; callback scheduled for after 4 PM.
#TE00136620 — EA6100
Status: pending_with_level_2_or_followup  ·  Category: CONNECTIVITY
What happened on the call: Escalated to Level 2 technical team; callback scheduled for next day at 4 PM EST.

Evidence Calls

CaseDateScoreV2ProductCategoryOutcome
#LTS00136080INBOUND2026-07-062.8
A 1P 1C 3
60.8%
Needs Improvement
LN1200CONNECTIVITYChild node reached steady white; customer instructed to monitor parent. No further verification or corrective steps provided.
#LTS00136083INBOUND2026-07-061.1
A 1P 1C 2
100.0%
Meets / Exceeds
VLP01CONNECTIVITYNone – call ended with incorrect brand/URL and no agent interaction.
#LTS00136083INBOUND2026-07-061.8
A 1P 1C 2
0.0%
Needs Improvement
VLP01CONNECTIVITYAgent promised to email factory-reset instructions to an invalid address; no valid resolution provided.
#LTS00136090INBOUND2026-07-062.8
A 1P 2C 2
55.5%
Needs Improvement
RE6300SETUPCustomer reported the extender now shows a green light and the generator appears to work; no formal verification was completed.
#LTS00136102INBOUND2026-07-062.8
A 2P 2C 3
51.1%
Needs Improvement
MR8300CONNECTIVITYInternet connectivity restored; customer confirmed TV works.
#LTS00136103INBOUND2026-07-061.8
A 4P 2C 1
7.5%
Needs Improvement
WHW03CONNECTIVITYNo resolution provided. Call ended with customer repositioning nodes, but no further instructions or timeline given.
#LTS00136103OUTBOUND2026-07-071.4
A 1P 1C 2
16.7%
Needs Improvement
WHW03CONNECTIVITYNo resolution; agent suggested buying new nodes.
#LTS00136114INBOUND2026-07-071.8
A 1P 2C 2
0.0%
Needs Improvement
EA6350-4ACONNECTIVITYCallback scheduled for next day to research and provide configuration guidance.
#TE00136055INBOUND2026-07-072.2
A 3P 1C 2
36.1%
Needs Improvement
MX2000ACCESSLevel-2 technician John will call the customer back at 430-767-6060.
#LTS00136268INBOUND2026-07-071.8
A 5P 1C 4
100.0%
Meets / Exceeds
MR7500CONNECTIVITYNone – call ended without agent interaction.
#LTS00136268INBOUND2026-07-072.8
A 4P 2C 3
25.7%
Needs Improvement
MR7500CONNECTIVITYAgent recommended purchasing a new MX4200 router with USB port; customer will self-purchase replacement.
#LTS00135360INBOUND2026-07-072.8
A 2P 2C 2
36.2%
Needs Improvement
MX6200CONFIGURATIONMesh network is online with both nodes solid white. No further action required unless signal degradation occurs.
#LTS00136113INBOUND2026-07-081.3
A 1P 1C 2
0.0%
Needs Improvement
MR9000ACCESSNo resolution or next steps provided.
#TE00136294INBOUND2026-07-081.4
A 1P 1C 2
38.1%
Needs Improvement
LN1100CONNECTIVITYEscalated to Level-2 technical support; customer to await callback.
#LTS00136300INBOUND2026-07-081.8
A 1P 2C 2
39.7%
Needs Improvement
MR7350CONNECTIVITYPort-forward rule not created; advise customer to configure single port forwarding for TCP 9000 to NAS IP and verify public IP/DNS.
#EOS00136301INBOUND2026-07-082.7
A 4P 2C 3
49.4%
Needs Improvement
EA8300SETUPCustomer to verify WAN connection and ISP service; if still no internet, consider hardware replacement.
#LTS00136302INBOUND2026-07-081.1
A 1P 1C 2
31.2%
Needs Improvement
MX4200CONNECTIVITYNo resolution achieved; agent suggested hardware replacement without diagnosing the root cause. Proper technical troubleshooting or escalation is required.
#EOS00136449INBOUND2026-07-082
A 2P 2C 2
59.9%
Needs Improvement
RE7000ACCESSCustomer to obtain access to the router and attempt WPS pairing or a wired connection; then call back for further assistance.
#LTS00136450INBOUND2026-07-081.8
A 4P 2C 3
—WHW03CONNECTIVITYNo next step was established; call ended without interaction.
#LTS00136450INBOUND2026-07-082
A 2P 2C 2
40.2%
Needs Improvement
WHW03CONNECTIVITYCustomer will obtain an Ethernet cable and retry the discovery process; no fix confirmed on the call.
#EOS00136453INBOUND2026-07-081
A 1P 1C 1
28.9%
Needs Improvement
WUSB6300GENERAL INQUIRYAgent incorrectly closed the call without providing the driver or verifying customer email. Follow-up required to send correct driver link (https://support.linksys.com/kb/article/518/) to verified email.
#LTS00136458INBOUND2026-07-081.5
A 1P 2C 2
54.4%
Needs Improvement
MX6200CONNECTIVITYEscalated to Level-2 engineering; callback scheduled for after 4 PM.
#LTS00136114OUTBOUND2026-07-091.4
A 1P 2C 2
32.6%
Needs Improvement
EA6350-4ACONNECTIVITYNo resolution achieved; recommend escalation to Tier 2 for proper router login assistance, verification of 2.4 GHz Wi-Fi settings, and guided robot Wi-Fi pairing.
#EOS00136604INBOUND2026-07-092.8
A 3P 2C 2
81.0%
Developing
CONNECTIVITYProvided self‑help steps; no further action scheduled.
#LTS00136617INBOUND2026-07-092.8
A 1P 2C 2
49.3%
Needs Improvement
WHW03CONNECTIVITYTV Wi-Fi connection restored; advised customer to contact Roku support for Roku app issue.
#EOS00136618INBOUND2026-07-091.1
A 1P 1C 2
29.4%
Needs Improvement
RE6300CONNECTIVITYNo resolution achieved; agent did not provide correct setup steps or escalation path.
#TE00136620INBOUND2026-07-091.8
A 1P 2C 2
38.1%
Needs Improvement
EA6100CONNECTIVITYEscalated to Level 2 technical team; callback scheduled for next day at 4 PM EST.
#EOS00136618INBOUND2026-07-091.8
A 5P 1C 1
0.0%
Needs Improvement
CONNECTIVITYNo troubleshooting performed; no next step offered.
#LTS00136113INBOUND2026-07-091.1
A 1P 1C 2
0.0%
Needs Improvement
MR9000ACCESSAgent asked customer to call back when at home; no technical resolution or self-help path provided.
#EOS00136626INBOUND2026-07-101.6
A 1P 2C 2
0.0%
Needs Improvement
E1200ACCESSIncorrectly advised customer to purchase a new router without attempting troubleshooting.
#LTS00136627INBOUND2026-07-101.1
A 1P 1C 2
17.4%
Needs Improvement
MR9000CONNECTIVITYCustomer was told to contact ISP; no technical fix confirmed or provided.
#EOS00136629INBOUND2026-07-101.3
A 2P 1C 1
0.0%
Needs Improvement
ACCESSNo concrete next step provided; agent only said customer could call back anytime. No KB-based guidance given despite clear customer need.
#LTS00136630INBOUND2026-07-102.8
A 3P 2C 1
12.4%
Needs Improvement
MX5500SETUPCustomer to power‑cycle modem/router again and contact Spectrum if issue persists; agent will email a guide.
#LTS00136447OUTBOUND2026-07-102.2
A 4P 2C 3
85.9%
Meets / Exceeds
MX4200CONNECTIVITYCall ended without confirmation of success or clear next steps. Customer still reported device connectivity issues.
#EOS00136743INBOUND2026-07-102.8
A 4P 2C 2
19.1%
Needs Improvement
ACCESSPerform a factory reset of the router, then set a new Wi-Fi password and re-connect devices.
#LTS00136748INBOUND2026-07-103.2
A 4P 2C 2
59.2%
Needs Improvement
WHW01CONNECTIVITYIssue resolved — both nodes are online with solid blue lights and internet connectivity confirmed on multiple devices.
#LTS00090414INBOUND2026-07-103.5
A 4P 2C 3
75.7%
Developing
MX6200ACCESSAdmin password reset completed; customer confirmed access restored.
#LTS00136756INBOUND2026-07-101.3
A 1P 1C 2
28.5%
Needs Improvement
WHW01CONNECTIVITYAgent advised the customer to return the extender as it was falsely declared obsolete; no successful connection was achieved.
#LTS00136765INBOUND2026-07-102.8
A 2P 3C 2
74.4%
Developing
MX20WH2SETUPInternet connectivity restored; advise to avoid pressing the reset button inadvertently and to manage Wi‑Fi settings via the Linksys app.
#LTS00136775INBOUND2026-07-101
A 1P 1C 1
27.6%
Needs Improvement
MR9610SETUPnot_fixed
#LTS00136777INBOUND2026-07-101.8
A 1P 1C 1
15.3%
Needs Improvement
MX6200CONNECTIVITYAdvised that the problem may be firmware or hardware related and suggested contacting Linksys for further help; no definitive fix was applied.
#LTS00136542INBOUND2026-07-112.3
A 3P 2C 2
28.8%
Needs Improvement
MX5500SETUPNo resolution; further troubleshooting needed.
#LTS00136777INBOUND2026-07-112.6
A 4P 2C 2
75.7%
Developing
MX6200CONNECTIVITYAdvised to wait 1-2 hours for the node to appear as an unnamed device; offered to call back if it does not. No further troubleshooting provided.
#GI00136780INBOUND2026-07-111
A 1P 1C 1
0.0%
Needs Improvement
GENERAL INQUIRYnot_applicable
#GI00136780INBOUND2026-07-111.1
A 1P 1C 2
0.0%
Needs Improvement
ARCHERA7ACCESSNo resolution or next step provided by agent.
#EOS00136781INBOUND2026-07-111.4
A 1P 2C 2
15.9%
Needs Improvement
EA9500CONFIGURATIONAdvised to replace the router with MX4200/MX2000 (incorrect advice).
#EOS00136782INBOUND2026-07-113.2
A 5P 2C 2
4.2%
Needs Improvement
E2500HARDWAREAdvised customer to replace the E2500 with a new MX2000 or MX4200 router.
#LTS00025133INBOUND2026-07-111.4
A 1P 1C 2
76.5%
Developing
MX55EC3CONNECTIVITYAgent incorrectly declared resolution based on LED color. Customer still observed node offline in app. No valid next step provided.

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