Coach & QA View

paolo.ebora@concentrix.com — Week of 2026-07-05 – 2026-07-11

Escalation-Heavy Week 1 Risk Flags

Coaching Summary

Performance shows concerning accuracy and protocol adherence trends requiring immediate intervention.

Frequent technical inaccuracies and diagnostic omissions in connectivity and EOL device handling.

Key calls: #LTS00135989, #TE00136621, #LTS00136611

Risk Flags

Critical Dimension Below Threshold

4 calls with accuracy < 2.5 this week

ExampleCall #LTS00135989 (accuracy 1.0) provided invalid URLs and EOL claims

Correct behavior: Follow KB accuracy standards; verify product support status before responding

Impact: Loss of customer trust and potential legal exposure from incorrect guidance

Related: #LTS00135989, #TE00136621, #LTS00136611, #136717

View ticket #LTS00135989

Week-over-Week Progress

Overall moved down 0.38 vs. last week.; Accuracy moved down 0.99 vs. last week.
Overall-0.38 ▼
Accuracy-0.99 ▼
Protocol-0.48 ▼
Comms-0.19 ▼
Handle time: 6m 45s shorter avg
• MX handle time moved down by 10m 18s vs. last week.

Scorecard

DimensionWeek AverageCalls Reviewed
Overall2.2516
Technical Accuracy2.4416
Protocol1.8116
Communication2.3816

V2 Rubric (Shadow Grading)

V2 overall: 49.34% across 14 v2-scored calls this week1 auto-zero

CategoryWeek Average
Resolution2.77
Technical Accuracy2.61
Communication2.59
Customer Ownership3.15
Escalation Judgment2.33
Customer Experience2.35

Score Diagnostics

Based on 16 calls reviewed this week.

Accuracy
2.44
Protocol
1.81
Communication
2.38
Overall
2.25

Technical Findings

improvement
Provided invalid support URL 'linksys.com/forward/slash support' violating ACCURACY standards
#LTS00135989  ·  call 837f237a-794d-11f1-bc96-42010a62006f
improvement
Created fake router password during troubleshooting - security protocol violation
#TE00136621  ·  call d9851680-7c95-11f1-9612-42010a660053

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 commitment to collecting device details and maintaining professionalism stands out - this foundation is crucial for our customers.
2
Let's discuss how we can strengthen technical accuracy checks before providing guidance, especially for EOL products and connectivity diagnostics.
3
Can you walk me through your process for verifying upstream connectivity? I'd like to ensure we're following KB protocols consistently.
4
How do you approach resetting procedures to avoid contradicting established reset timing guidelines?

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
#LTS00135989INBOUND2026-07-06—1.311212.3%
Needs Improvement
EA7500CONNECTIVITY
Agent stated router is out of warranty, claimed no firmware updates available, offered $15 paid support, suggested purchasing a new router, and provided an invalid support URL. No actionable fix was provided.
#TE00135947INBOUND↩ cb2026-07-06—2.8523—MX5500CONNECTIVITY
Agent attempted to transfer the call to a higher-level technician but did not confirm transfer success or schedule a callback.
#TE00135947OUTBOUND↩ cb2026-07-06—1.411282.8%
Developing
MX5500CONNECTIVITY
None provided. Call ended without confirmation of internet connectivity or clear next steps.
#TE00135947OUTBOUND↩ cb2026-07-06—2.81220.0%
Needs Improvement
MX5500CONNECTIVITY
Node successfully added; WiFi connectivity restored with correct network name and password.
#LTS00136208OUTBOUND2026-07-07—342380.8%
Developing
MX4200CONFIGURATION
Password reset completed via Linksys app; customer reports successful change.
#EOS00136387INBOUND2026-07-08—2.9323100.0%
Meets / Exceeds
E2500GENERAL INQUIRY
Advised replacement with MX6200 (Velop Pro 6E) or MBE7100; customer to research independently.
#LTS00136443INBOUND2026-07-08—2.854380.0%
Developing
WHW03ACCESS
Password changed and basic connectivity confirmed on one device; agent scheduled a callback due to call drop.
#TE00136407INBOUND2026-07-08—2.853267.7%
Needs Improvement
MX6200ACCESS
Case escalated to higher-level support for further investigation into potential CPU overload or software bug.
#TE00136544OUTBOUND↩ cb2026-07-09—2.432361.4%
Needs Improvement
MX6200CONNECTIVITY
Customer to contact ISP to activate the modem (register MAC address). Agent will call back in 30 minutes to verify internet connectivity.
#TE00136544OUTBOUND↩ cb2026-07-09—2.811261.2%
Needs Improvement
MX6200CONNECTIVITY
Customer confirmed network status with check-marks and indicated internet access; no further steps needed.
#TE00047658OUTBOUND↩ cb2026-07-09—1.8412—MX5500CONNECTIVITY
Agent promised to call back; no technical fix applied.
#TE00047658INBOUND↩ cb2026-07-09—2.812354.5%
Needs Improvement
MX5500CONNECTIVITY
Node now shows solid blue; customer can relocate the node and continue normal operation.
#LTS00136611INBOUND2026-07-09—1.111233.1%
Needs Improvement
WHW03CONFIGURATION
No resolution; call ended without clear next steps.
#EOS00136717INBOUND2026-07-10—2.82227.5%
Needs Improvement
E2500SETUP
Customer to perform factory reset and manually configure the router using the emailed guide; consider upgrading to a supported model.
#TE00136621OUTBOUND↩ cb2026-07-10—1.111215.3%
Needs Improvement
MX2000SETUP
No fix was achieved. Agent suggested that the product is EOL and replacement is not available; further escalation or hardware RMA may be required.
#TE00136621OUTBOUND↩ cb2026-07-10—1.412234.2%
Needs Improvement
MX2000SETUP
Advised customer to return the current nodes to Amazon and consider purchasing an MX6200; escalated the case to engineering for further investigation.

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