johnclark.labadan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a week with 14 calls reviewed. Overall scores ranged from 1.3 to 3.2.

This Week's Coverage

Models Supported

Lower scores on WHW03, MX4200, SPNM62CF, and MDE7000 calls suggest a need to focus on these models for deeper familiarity and troubleshooting consistency.

Problem Categories

Both connectivity and setup categories show room for improvement. Focus on refining troubleshooting steps and validation processes for these issues.

What Went Well

Effective Mesh Node Pairing

Applied the correct 5-press reset method for Velop mesh pairing at 00:26:00 (aligned with KB for MX/MR/WHW series).

#TE00122939

Persistence in Troubleshooting

Persisted through a remote session and eventually resolved the connectivity issue.

#TE00123101

Growth Opportunities

Incorrect Technical Guidance

Provided incorrect default admin password ('admin admin') at 00:04:00 (KB states 'admin'). Mentioned non-existent LED color (magenta/pink) at 00:37:00.

To improve, always verify default credentials and LED indicators against the latest KB articles before sharing them with customers.

#TE00122939

Protocol Adherence

Failure to follow standard protocol for gathering device details. No diagnostic actions performed for an internet connectivity issue.

The next step is to consistently collect model, serial number, and warranty information at the start of every call and perform at least one diagnostic action (e.g., signal test, speed test, or LED check) before concluding a connectivity issue.

#TE00130963

Next Week's Focus

1. Start every call with model/serial/warranty collection – this ensures you have the right context for troubleshooting and avoids missteps.
2. Perform at least one connectivity test (e.g., speed test, signal check) on any connectivity issue before offering a callback or closing the case.
3. Double-check default credentials and LED meanings in KB before mentioning them to customers.
4. Document every troubleshooting step in the case notes to support future reference and escalation if needed.

Technical Accuracy

Improvement

Incorrect default admin password provided, contradicting KB guidance.

#TE00122939

Improvement

Incorrect LED color mentioned, which is not a valid Velop LED indicator per KB.

#TE00122939

Improvement

Failure to perform any diagnostic actions for an internet connectivity issue.

#TE00130963

Improvement

Incorrect pairing method used for SPNM series, which should use app-based setup or pair button per KB.

#TE00117836

Coaching Moments

Strength

Applied the correct 5-press reset method for Velop mesh pairing at 00:26:00 (aligned with KB for MX/MR/WHW series).

#TE00122939

Strength

Persisted through a remote session and eventually resolved the connectivity issue.

#TE00123101

Escalation Lessons: What L2 Did

#TE00122939 — Resolved by Level 2

• What L1 saw: All four child mesh nodes showed solid red lights and would not connect to the network. L1 performed a 5-press reset on the parent node and guided the customer through hard resets on the child nodes.
• Why it escalated: The case was escalated after L1 determined that further assistance was needed to ensure all nodes were properly paired and connected.
• Related call chain: This was a follow-up call after an initial contact where the issue was not fully resolved.
• What L2 did: L2 confirmed the 5-press method was appropriate, verified the nodes’ LEDs changed to solid green/blue, and ensured the customer’s devices could connect to Wi-Fi. L2 also provided a callback number for any further issues.
• Current state: The case is resolved, with all child nodes online and customer devices connected.
• L1 learning points:

- Confirm the exact model and LED behavior before guiding resets.

- After resetting nodes, verify connectivity with a speed test or device connection.

- Provide a clear callback path and document the resolution steps thoroughly.

#TE00130963 — Resolved by Level 2

• What L1 saw: Customer reported no internet connectivity on a laptop and had no computer available for troubleshooting.
• Why it escalated: L1 was unable to perform any troubleshooting due to the lack of a device with internet access and did not schedule a concrete callback.
• Related call chain: Multiple attempts were made by different agents, all ending without resolution or a clear next step.
• What L2 did: L2 advised the customer to use a smartphone for initial diagnostics, guided through basic connectivity checks, and scheduled a callback for further assistance.
• Current state: The case is resolved after L2 provided clear next steps and followed up.
• L1 learning points:

- Always attempt basic diagnostics even with limited customer resources (e.g., using a smartphone).

- Schedule a specific callback time and document it in the case notes.

- Provide self-help options or KB articles when possible to empower the customer.

#TE00123101 — Resolved by Level 2

• What L1 saw: Intermittent Wi‑Fi connectivity; Xbox and TV lose connection and show no internet.
• Why it escalated: L1 was unable to resolve the issue during the call and needed advanced troubleshooting.
• Related call chain: This was a follow-up after an initial escalation.
• What L2 did: L2 performed a remote session, reset the MX5300 nodes, added child nodes, disabled band-steering, and manually configured a static IP/DNS on the Xbox.
• Current state: The case is resolved, with all devices now connected.
• L1 learning points:

- Use remote access when available to quickly diagnose and fix issues.

- Check for band-steering settings and adjust as needed for mesh stability.

- Configure static IP/DNS only after verifying it’s necessary and explaining the steps clearly.

#TE00075510 — Resolved by Level 2

• What L1 saw: Customer unable to find new Pro 7 nodes for purchase; wanted to know availability, future product plans, and differences between Pro 7 and Pro 6E.
• Why it escalated: L1 was unable to provide clear information and did not create a case for tracking.
• Related call chain: Multiple contacts regarding product availability.
• What L2 did: L2 confirmed product discontinuation, explained Wi‑Fi 7 vs. Wi‑Fi 6 differences, and directed the customer to the support website for future updates.
• Current state: The case is resolved with clear communication provided.
• L1 learning points:

- Confirm product model and status before providing information.

- Create a case for product inquiries to track and follow up.

- Provide clear next steps and self-help resources to the customer.

#TE00037591 — Resolved by Level 2

• What L1 saw: Customer having trouble adding a child node WHW01 to an existing system.
• Why it escalated: L1 was unable to resolve the issue and escalated for advanced troubleshooting.
• Related call chain: Initial contact where the issue was identified and escalated.
• What L2 did: L2 guided the customer through adding the child node using the UI and confirmed successful connection.
• Current state: The case is resolved with the child node now connected.
• L1 learning points:

- Guide customers through adding nodes using the UI when possible.

- Verify successful connection after troubleshooting steps.

- Document all actions taken and provide a clear resolution summary.

#TE00131279 — Resolved by Level 2

• What L1 saw: Customer unable to add two child nodes to Velop mesh; nodes show incorrect LED colors and do not connect.
• Why it escalated: L1 provided incorrect technical guidance for node pairing.
• Related call chain: Multiple attempts to resolve the issue.
• What L2 did: L2 corrected the pairing method, verified parent node internet connection, and guided the customer through proper setup.
• Current state: The case is resolved with nodes now connected.
• L1 learning points:

- Verify the exact model and LED behavior before guiding resets.

- Use the correct pairing method for Velop devices (web UI or app).

- Always confirm parent node internet connectivity before attempting node pairing.

#TE00117836 — Resolved by Level 2

• What L1 saw: One child mesh node (SPNM57) will not connect to the parent node; LED shows solid pink/blue; poor signal in far rooms.
• Why it escalated: L1 instructed an incorrect pairing method and misidentified LED states.
• Related call chain: Multiple contacts regarding node connectivity.
• What L2 did: L2 corrected the pairing procedure, guided the customer through a factory reset if needed, and verified pairing success via the admin interface.
• Current state: The case is resolved with the node now paired.
• L1 learning points:

- Use the correct pairing method for SPNM series (app-based setup or pair button).

- Verify LED states against KB before providing guidance.

- Confirm pairing success via the admin interface after troubleshooting.

#TE00127374 — Resolved by Level 2

• What L1 saw: Intermittent internal connection drops on MDE 7000 device.
• Why it escalated: L1 placed the call on hold without performing any troubleshooting or providing next steps.
• Related call chain: Initial contact where the issue was reported.
• What L2 did: L2 reviewed the case, provided troubleshooting steps, and ensured the customer had a clear path forward.
• Current state: The case is resolved with clear communication provided.
• L1 learning points:

- Perform at least one troubleshooting step before placing a call on hold.

- Provide clear next steps and a timeline for return.

- Document all actions taken and ensure the customer understands the plan.

Coach Appendix

Weekly trend shows a need for improved protocol adherence and accuracy in technical guidance, especially around model-specific troubleshooting methods. Focus on reducing incorrect LED/color/password guidance and enhancing follow-up for unresolved calls. The agent should prioritize collecting model/serial/warranty details at the start of each call and performing at least one diagnostic action for connectivity issues.

This Week's Calls