regin.magnetico@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

44 calls reviewed, score range: 1.10 – 3.90

This Week's Coverage

Models Supported

Lower scores on MX6200 and RE6300 calls suggest familiarity gaps with these devices’ setup flows.

Problem Categories

Connectivity and Setup categories show lower scores, indicating a need for deeper troubleshooting and clearer guidance in these areas.

• Connectivity: Lower scores suggest challenges in diagnosing and resolving mesh node pairing and internet connectivity issues.
• Setup: Lower scores indicate a need for improved guidance on initial router configuration and mesh network setup.

What Went Well

Accurate Model Identification

Correctly identified product model (WHW01P, MR9600, MX5500, etc.) from customer description or serial number.

#LTS00105961

Professional Communication

Maintained polite and patient tone throughout calls, even with frustrated customers.

#LTS00105961

Growth Opportunities

Technical Accuracy

Incorrectly stated that solid red LED on WHW03 indicates ready for setup; correct state is solid purple per KB.

#LTS00131389

What “good” looks like:

• Accurate LED Interpretation: Always verify LED states against the latest KB articles. For WHW03, solid purple means “ready for setup,” not solid red.
• Correct Reset Procedures: Use the 10-second reset for WHW03 instead of 20-30 seconds. Ensure you’re following the exact steps outlined in the KB.

Protocol Adherence

Failed to collect serial numbers, verify warranty status, or create HappyFox cases in multiple calls.

#LTS00130728

What “good” looks like:

• Collect Essential Information: Always gather the product model, serial number, and warranty status at the start of the call. This helps in accurate troubleshooting and case documentation.
• Create HappyFox Cases: Ensure every call results in a documented case in HappyFox, even if the issue is resolved during the call. This maintains a clear record for future reference and escalation if needed.

Next Week's Focus

1. Verify LED States: Before proceeding with any troubleshooting, confirm the current LED state of the device and cross-reference it with the latest KB articles.
2. Standardize Reset Procedures: Use the correct reset durations for each model (e.g., 10 seconds for WHW03) and ensure you’re following the exact steps outlined in the KB.
3. Collect Essential Information: At the start of every call, gather the product model, serial number, and warranty status. Document this information in HappyFox.
4. Document Every Call: Ensure every call, resolved or not, results in a documented case in HappyFox. This maintains a clear record for future reference and escalation.

Technical Accuracy

Improvement

Incorrectly stated that solid red LED on WHW03 indicates ready for setup; correct state is solid purple per KB.

#LTS00131389

Improvement

Used invalid 5-press reset method for MR9000 Velop; correct procedure is 10-second reset per KB.

#LTS00131393

Improvement

Provided incorrect admin URL (myrouter.info) for Velop system; correct URLs are http://[REDACTED_PHONE] or http://myrouter.local per KB.

#LTS00131413

Improvement

Claimed solid green LED indicates online state for MX2000; correct state is solid white per KB.

#LTS00131447

Improvement

Incorrectly stated that WHW03 V2 is obsolete and expected to show offline after firmware updates; KB supports mixed mesh setups.

#LTS00131447

Coaching Moments

Strength

Collected customer name (Munar San) and email accurately via phonetic spelling [01:00–02:00].

#LTS00130741

Strength

Set expectations about warranty and support options early in the call [03:00].

#LTS00130741

Strength

Provided a concrete next step by promising to email a Wi-Fi fix guide.

#LTS00130741

Strength

Gave actionable advice (power cycle and reset child nodes) even if based on incorrect premise.

#LTS00130741

Escalation Lessons: What L2 Did

#LTS00130851 — Pending with Level 2

Coach Appendix

• Weekly Trend: High rate of unresolved calls (73%) with low protocol adherence. Frequent technical inaccuracies, especially in LED interpretation and reset procedures. Premature escalation to paid support without attempting free troubleshooting.
• Key Pattern: Need for improved case documentation and warranty verification. Technical inaccuracies in LED states and reset procedures are recurring issues that require focused coaching.

This Week's Calls