dorothybelle.oraiz@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 22 | 42m 24s | WHW03 | CONNECTIVITY | 22 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.60 | 22 |
| Protocol | 1.80 | 22 |
| Communication | 2.10 | 22 |
| Overall | 2.50 | 22 |
Scores reflect a balanced review of 22 calls. Overall scores ranged from 1.1 to 3.6.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 5 | 2.60 |
| MX4200 | 3 | 1.80 |
| EA6400 | 2 | 2.00 |
| MR8300 | 1 | 3.00 |
| MBE7000 | 1 | 2.80 |
| E5400 | 1 | 3.00 |
| MX8500 | 2 | 2.00 |
| EA8300 | 1 | 3.00 |
| MR6350 | 2 | 2.00 |
| EA9500 | 1 | 3.00 |
| EA7500 | 1 | 2.30 |
| MR5500 | 1 | 1.10 |
| MX2000 | 2 | 2.20 |
| E2500 | 1 | 1.50 |
Pattern Note: Lower scores on MX4200 calls (average 1.8) suggest a need for focused practice on Velop mesh troubleshooting and reset procedures.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 12 | 2.30 | ✓ |
| SETUP | 7 | 2.40 | ✓ |
| ACCESS | 3 | 1.80 | ✓ |
Connectivity Insights: The lower average score (2.3) for connectivity issues points to inconsistencies in diagnosing and resolving network-related problems. Focus on systematic troubleshooting (e.g., LED interpretation, WAN testing, firmware checks) will be key.
Setup Insights: Setup calls also show room for improvement (average 2.4). Common pitfalls include incorrect reset methods and premature escalation. Reinforcing model-specific setup flows will help.
Access Insights: Access issues scored lowest (1.8), often due to incomplete diagnostics or misapplied solutions. Strengthening initial triage and verification steps is essential.
What Went Well
Protocol Adherence in Paid Support
“Unfortunately, your model is no longer under warranty. But we do offer paid support. Is it okay if I charge $60 for a phone session? Unfortunately, that will be a non-refundable produce.”
- The agent clearly explained paid support terms, cost, and session limits, aligning with business policy and setting accurate expectations.
Technical Guidance Accuracy
“Okay, what does it show on the screen right now? After you type in myrouter dot local on the address bar of the Safari of your iPad. You open Safari on your iPad. You type myrouter dot local on top of the green door in the Safari if you should be typing my room at local. Local. What do you see on the screen right now…”
- The agent provided the correct URL (
myrouter.local) for local admin access, which is accurate for most current Linksys routers and supports efficient troubleshooting.
Growth Opportunities
Incorrect Reset Procedures
“push the reset button for 20 seconds”
What “good” looks like:
- For Velop MX series devices, the factory reset requires a 10-second hold on the reset button (per KB). Instructing a 20-second hold risks damaging the device or bricking it.
Next step: Confirm the device model first, then apply the correct reset duration (10 seconds for Velop, 20 seconds for older EA series). Always cross-check the KB before instructing resets.
Premature Escalation to Paid Support
“Unfortunately, your model is no longer under warranty. But we do offer paid support. Is it okay if I charge $60 for a phone session?”
What “good” looks like:
- Before offering paid support, verify warranty status, attempt basic troubleshooting (e.g., power cycle, LED check, firmware verification), and provide self-help resources. Only escalate when free options are exhausted or the customer explicitly requests paid help.
Next step: Use a structured triage flow: gather model/serial, confirm warranty, run quick diagnostics, then decide on paid support or self-help.
Next Week's Focus
- Master Model-Specific Resets: Memorize reset durations (10 s for Velop, 20 s for EA series) and pairing methods (5-press only for Cognitive Mesh). Verify model before instructing.
- Structured Triage for Connectivity Issues: Systematically check WAN status, LED states, and firmware before suggesting paid support. Use the “WAN > LAN > Device” diagnostic order.
- Collect Model/Serial Early: Always ask for model and serial number in the first 30 seconds of the call to enable accurate guidance and warranty checks.
- Verify Resolution Before Closing: After any intervention (reset, re-pair, config change), confirm functional connectivity (internet access, client devices) before ending the call.
Technical Accuracy
Improvement
No transcript quote provided.
Incorrect reset duration for MX8500; KB specifies 10 seconds for Velop devices.
Improvement
No transcript quote provided.
Incorrect default admin password provided; should confirm password from device label or KB.
Improvement
No transcript quote provided.
Premature escalation to paid support without attempting valid troubleshooting steps.
Strength
No transcript quote provided.
Correct URL provided for local admin access on MX4200.
Coaching Moments
Strength
“Unfortunately, your model is no longer under warranty. But we do offer paid support. Is it okay if I charge $60 for a phone session? Unfortunately, that will be a non-refundable produce.”
The agent clearly communicated paid support terms, cost, and non-refundable nature, which is essential for transparency and compliance.
Improvement
“push the reset button for 20 seconds”
Instructing a 20-second reset on a Velop MX device is incorrect; the KB specifies a 10-second hold for factory reset. This could lead to device malfunction if followed.
Escalation Lessons: What L2 Did
#TE00131348 — Resolved by Level 2
What L1 saw:
- Customer unable to access specific websites (e.g., own Bluehost site) via MX4200 mesh; works via ISP router.
- Intermittent hangs, slow loads, and site-specific failures reported.
Why it escalated:
- L1 applied incorrect troubleshooting (5-press pairing, 20-second reset) and failed to isolate the issue.
What L2 did:
- Performed a 10-second factory reset on the MX4200 parent node (correct duration per KB).
- Verified WAN cable connectivity and LED status (solid blue = online).
- Guided the customer through admin UI access (
myrouter.local) and IPv6 configuration adjustment. - Conducted speed tests and site-specific diagnostics to identify DNS/ISP-related issues.
- Confirmed functional internet access and site loading post-adjustments.
Current state: Resolved — customer confirmed restored access to all previously blocked sites.
L1 learning points:
- Use the correct 10-second reset for Velop MX devices; avoid 5-press pairing unless confirmed as Cognitive Mesh.
- Verify WAN/LED status before assuming router fault; check for ISP/DNS issues.
- Test site-specific access after each troubleshooting step to isolate the root cause efficiently.
Coach Appendix
- Weekly Trend: The most common technical errors involve incorrect reset procedures (20 s vs 10 s) and premature escalation to paid support. Focus on model-specific reset knowledge and structured triage before offering paid options.
- Key Pattern: Calls involving MX4200 and MX8500 show the highest need for technical accuracy in reset methods and warranty verification. Reinforce model-specific KB references in daily prep.
- Evidence: The escalation details and coaching moments above surface these patterns directly from call data.