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 | 24m 03s | WHW03 | CONNECTIVITY | 22 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.70 | 22 |
| Protocol | 1.80 | 22 |
| Communication | 2.10 | 22 |
| Overall | 2.50 | 22 |
22 calls reviewed. Overall score range: 1.1 – 3.4.
Where Time Goes
Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| MX4200 | 4 | 50m 41s | 2.10 | 1.80 | 1.50 | 2.30 |
| MX8500 | 2 | 48m 01s | 2.00 | 2.00 | 1.50 | 2.00 |
| WHW03 | 5 | 34m 30s | 2.60 | 2.40 | 1.80 | 2.20 |
| MR6350 | 2 | 17m 19s | 2.00 | 2.00 | 1.50 | 2.50 |
| EA6400 | 2 | 06m 26s | 3.00 | 4.00 | 2.00 | 2.00 |
Key Observations
MX4200 and MX8500 dominate handle time and correlate with lower accuracy/protocol scores. These models require focused training on model-specific troubleshooting to reduce time and improve outcomes.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 14 | 30m 12s | 2.40 | 2.40 | 1.80 | 2.10 | ✓ |
| SETUP | 6 | 23m 56s | 2.30 | 2.50 | 1.70 | 2.00 | ✓ |
| ACCESS | 2 | 78m 07s | 1.50 | 1.00 | 1.50 | 2.00 | ✓ |
Drill-Down Insights
- CONNECTIVITY issues (e.g., IP conflicts, mesh re-pairing) drive long handles. Reinforce LED interpretation and WAN diagnostics.
- SETUP calls (e.g., mesh node addition) benefit from standardized reset/re-pair workflows and model-specific guidance.
- ACCESS cases (e.g., app linking failures) need improved warranty verification and self-help path clarity.
Week-over-Week Movement
No prior-week comparison data provided.
What Went Well
Accurate Model Identification
The agent consistently identified product models early in calls, enabling appropriate troubleshooting paths.
Clear Paid Support Explanation
When paid support was necessary, the agent clearly communicated terms, cost, and session limits, aligning with business policy and setting accurate expectations.
Growth Opportunities
Correct Reset Procedures
Improvement: Instructed a 20-second reset hold (e.g., [00:18–00:50]), but Velop requires 10 seconds per KB. The 5-press pairing method was also used, which is not supported for Velop (WHW/MX/MR) nodes.
Next Step: Use 10-second factory resets for Velop devices and confirm model compatibility before issuing pairing instructions.
Avoid Premature Paid Support Offers
Improvement: Paid support was offered before exhausting free troubleshooting (e.g., basic diagnostics, model-specific resets).
Next Step: Guide customers through at least two verified free steps (e.g., power cycle, LED check) before escalating to paid support.
Next Week's Focus
- Verify Model & Warranty First – Collect model/serial number and confirm warranty status before any troubleshooting or paid support offer.
- Standardize Reset Workflow – For Velop devices, hold reset button for 10 seconds (not 20) and avoid 5-press pairing.
- Validate LED States – Reinforce that solid white (not green) indicates successful mesh connection on Velop nodes.
- Document & Escalate Early – For complex cases, document steps taken and escalate to Level 2 with clear context (e.g., “Customer unable to access admin UI after power outage”).
Technical Accuracy
Improvement
- Incorrect reset duration: instructed 20-second hold (at [20:00]), but Velop requires 10–15 seconds.
Improvement
- Used 5-press pairing method, which is not supported for Velop (WHW/MX/MR) nodes per KB.
Improvement
- Provided factually incorrect LED guidance: stated solid green means connected, but KB specifies solid white for successful mesh connection on Velop nodes.
Improvement
- Gave irrelevant mesh-router setup instructions for a standalone MR6350 setup.
Improvement
- Incorrect reset duration: instructed 20-second hold, but Velop requires 10 seconds per KB.
Escalation Lessons: What L2 Did
#TE00131348 — Resolved by Level 2
| What L1 Saw | Why it Escalated | What L2 Did | Current State | L1 Learning Points |
|---|---|---|---|---|
| Customer unable to access personal website via Linksys MX4200 mesh; works via ISP router. Intermittent hangs/slow loads. L1 performed 20-second reset and 5-press pairing (invalid for MX4200). | Invalid troubleshooting (unsupported pairing/reset) and incomplete diagnostics. L1 failed to isolate WAN vs. mesh issues. | L2 verified WAN connectivity, confirmed ISP handoff, and guided customer through 10-second factory reset and web UI reconfiguration (myrouter.local). Validated solid blue LEDs and functional internet access post-reset. | Resolved – Customer confirmed website access restored via Linksys mesh. | 1. Collect model/serial/firmware before troubleshooting.<br>2. Use 10-second reset for MX4200; avoid 5-press pairing.<br>3. Test WAN connectivity before resetting mesh nodes.<br>4. Validate functional internet access (not just LEDs) post-reset. |
Coach Appendix
Highest-signal trend: Incorrect reset procedures (20-second hold, 5-press pairing) and premature paid support offers dominate performance gaps. Focus next week on model-specific reset workflows and structured free-troubleshooting before escalation. All evidence above reflects documented calls and KB-aligned expectations.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00107115 | 2026-05-25 |