girlyjoy.pocot@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores are averaged across 28 calls reviewed this week. Overall scores ranged from 1.3 (lowest) to 4.4 (highest). The spread here is meaningful — the high end shows what's possible, and the gap between the best calls and the rest is the main growth story this week.

This Week's Coverage

Models Supported

Note on EA8100 (avg 1.65): Both EA8100 calls ended without a confirmed resolution path — one with a factory reset suggestion and no follow-up, one with a generic email promise. This suggests the EA8100's connectivity troubleshooting flow (physical connection checks, ISP handoff verification, LED state interpretation) may benefit from a closer review. Spending 10 minutes with the EA8100 support article before the next shift could make a real difference here.

Problem Categories

No categories were flagged as drill-down focus areas this week based on the automated thresholds. That said, CONNECTIVITY at 2.09 is the lowest-scoring category and worth watching — several of those calls ended without a verified fix or a clear next step for the customer. The pattern to watch: are we confirming the customer has internet before closing, or are we handing off the problem back to them without a safety net?

What Went Well

No transcript highlights are available for this week — coaching_moments_json was empty across all reviewed calls. However, the call data itself tells a clear story about where things went right, and it's worth naming those moments directly.

1. A standout call that shows your ceiling — #LTS00037460

This was the highest-scoring call of the week at 4.4 overall, with perfect marks on accuracy (5) and strong scores on both protocol (4) and communication (4). The outcome: separate 2.4 GHz and 5 GHz SSIDs created, customer confirmed both networks visible, case closed correctly. This is what a complete call looks like — technical accuracy, a structured process, and a confirmed resolution before hanging up. This call is the benchmark. When you're in a tough call mid-week, this is the version of yourself to aim for.

2. Strong technical accuracy on your best calls

Several calls this week earned accuracy scores of 4 or 5 — #LTS00098076 (MX6200, accuracy 4, 2.4 GHz restored and child node paired), #LTS00130895 (MX6200, accuracy 5, node LED solid white with relocation guidance), #LTS00131211 (WHW03, accuracy 5, recovery key reset path correctly identified), and #LTS00131217 (MR7350, accuracy 5, correct setup wizard path given). When you know the product, it shows — and these calls prove you have that knowledge available to you.

3. Persistence on a complex connectivity case — #TE00130963

This EA7430 call involved a customer who had difficulty navigating her phone, multiple callbacks, three router resets, and a partial resolution (Amazon working, Walmart and Roku still affected). The fact that you stayed with this customer through multiple callbacks and kept trying different approaches — power cycle, reset, app-based access, 5 GHz connection — reflects genuine effort and patience. The escalation to L2 was the right call given the complexity. That persistence is a real strength.

Growth Opportunities

No improvement moments were pre-extracted from coaching_moments_json this week, as those fields were empty across all calls. The call outcome data, however, points clearly to two areas where a focused adjustment would have an immediate impact on scores and — more importantly — on customer outcomes.

1. Close the loop: verify the fix before ending the call

Looking across the week, the most common pattern in lower-scoring calls is a call that ends with "I'll email you instructions" or "try this and see" — without confirming on the call that the customer's issue is actually resolved. Examples include #LTS00130862 (EA8100 — factory reset suggested, no verification), #LTS00131238 (E2500 — reset instructions emailed to unconfirmed address, no fix verified), and #LTS00131278 (WHW03 — call ended without clear next steps).

What good looks like here: Before wrapping up, ask the customer to confirm the specific outcome — "Can you see the Wi-Fi network now?" or "Are you able to connect to the internet?" If they can't test it live, set a concrete callback time and document it in the ticket. The goal is that no call ends with the customer holding a problem and no plan. Even a 30-second confirmation question at the end of a call moves a call from "abandoned/vague" to "likely resolved" — and that's a meaningful difference for the customer.

2. Exhaust L1 troubleshooting before defaulting to email or paid support

Several calls this week — particularly on CONNECTIVITY issues — moved quickly to "I'll email you instructions" or "we can offer paid support" without working through the full troubleshooting sequence live. #LTS00130746 (EA7300 — refused further support due to warranty, offered email), #LTS00131472 (EA8100 — generic setup email promised, paid support offered at $15/hour), and #LTS00069740 (E1000 — customer advised to purchase a new router with no troubleshooting) all follow this pattern.

What good looks like here: The email and paid support options are real tools, but they work best as a follow-up to a genuine troubleshooting attempt — not as a first response. For a connectivity call, the sequence before offering email is: confirm physical connections, check LED state, power cycle modem and router in order, verify ISP signal at the modem, and test a wired device if available. Working through even two or three of those steps live — and documenting them — changes the outcome of the call and the score. Your best calls this week (the MX2000 at 4.4, the MX6200 calls) show you know how to do this. The opportunity is to bring that same approach to every call, not just the ones that feel straightforward.

Technical Accuracy

No technical accuracy issues flagged this week — solid performance on product and process references.

Coaching Moments

No transcript-level coaching moments were available for this week — coaching_moments_json was empty across all 28 reviewed calls. The call outcome and resolution data were used in place of transcript evidence throughout this report.

Escalation Lessons: What L2 Did

#TE00130787 — Pending with Level 2

What L1 saw:

Customer wanted to add a child node to an existing WHW03 (Velop) mesh system. L1 confirmed the parent node serial (20J10C69727996) and child node serial (20J20M32A07923), identified the ISP as AT&T, and began the node-pairing process. The agent asked the customer for proof of purchase, sent a registration email, and started walking through the physical setup (plugging the child node in near the parent). The call exceeded the support time threshold before the pairing could be completed or verified.

Why it escalated:

The ticket notes explicitly state "excessive threshold" — the call ran past the agent's allotted support window before the issue was resolved. The escalation was a shift-boundary handoff rather than a technical dead end. No L2 agent had claimed the ticket as of the data snapshot.

What L2 did:

L2 has not yet taken action on this case beyond the status change to "Escalated." The L1 agent tagged the L2 team (Eric Marbella, Paolo Ebora, Paulo Real, Leonisa Bless Esling, Edgar Ian Mark Catulong) and documented the troubleshooting steps in the ticket. L2 is expected to continue the node-pairing process and confirm the child node joins the mesh successfully.

Current state:

Pending with Level 2. No L2 agent has claimed the ticket. Resolution is not confirmed.

L1 learning points:

1. Collect full topology before starting pairing. For WHW03 node-add calls, document the parent node model/serial, child node model/serial, ISP, and modem model at the start of the call. This was done well here — that documentation made the handoff clean. Make it a checklist habit on every Velop call.

2. Know the node-pairing sequence cold. For WHW03, the child node should be placed near the parent, powered on, and added via the Linksys app (or web UI). If the app isn't available, the fallback is the web interface at myrouter.local. Practicing this flow means you can move faster and reduce the chance of hitting a time threshold mid-setup.

3. If time is running short, set the callback before escalating. The customer was expecting a callback. Confirming the callback time in the ticket (not just in the notes) ensures L2 knows when to reach out and the customer doesn't feel abandoned.

#TE00130963 — Pending with Level 2

What L1 saw:

Customer (EA7430, ISP: Spectrum) reported no internet connection — router went offline the previous night and wouldn't come back online despite multiple reboots. L1 initially noted the device was out of warranty (OOW) and offered paid support, then re-engaged and worked through the issue across multiple callbacks. Steps taken: confirmed LED solid green, checked physical connections (internet port to modem), verified SSID (default showing), connected customer's iPhone to the default Wi-Fi — but no internet. Attempted to power cycle the modem (customer declined due to call drop risk), scheduled a callback. On callback: reset the router three times, connected to 5 GHz, partial success (Amazon working, Walmart and Roku TV still showing no internet). Attempted to use the Linksys app but customer had difficulty navigating her phone.

Why it escalated:

After three resets and partial restoration, some apps (Walmart, Roku TV) still showed no internet while others worked. The issue appeared to be selective connectivity — some traffic passing, some not — which is beyond standard L1 reset/reconfigure scope. The ticket was escalated as "Advanced TS" and the status was changed from Resolved → Escalated, indicating it had been prematurely closed before the full issue was confirmed.

What L2 did:

L2 has not yet taken diagnostic action. The escalation note documents the partial resolution and the selective app connectivity pattern. L2 is expected to investigate whether the issue is DNS-related (some domains not resolving), a QoS or firewall rule on the router, a firmware issue with the EA7430, or an ISP-side filtering problem. The Roku TV and Walmart app failures alongside Amazon working is a pattern that could point to DNS or MTU issues rather than a pure connectivity failure.

Current state:

Pending with Level 2. No L2 agent has claimed the ticket. The customer's issue is partially resolved — some internet works, some does not.

L1 learning points:

1. Selective app connectivity is a DNS or MTU signal — don't stop at reset. When some apps work and others don't on the same network, the next step before escalating is to check DNS settings on the router (try setting DNS to 8.8.8.8 / 8.8.4.4 manually in the router's WAN settings) and verify MTU (try 1492 for PPPoE or 1500 for DHCP). These are L1-accessible steps that often resolve exactly this pattern.

2. Don't close a ticket as Resolved until the customer confirms all affected devices/apps are working. This ticket was closed as Resolved and then had to be re-opened and escalated. The rule of thumb: if the customer reported three symptoms, confirm all three are fixed before closing.

3. Document the partial resolution state clearly before escalating. The escalation note here was good — it named which apps were working and which weren't, and summarized the reset history. That's the right format. Add one more detail next time: the current LED state and the last known router firmware version, if available. That gives L2 a faster starting point.

This Week's Calls