gerlie.miguello@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 |
|---|---|---|---|---|---|
| 38 | 18m 23s | MX2000 | CONNECTIVITY | 27 | 4 |
## Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 38 |
| Protocol | 1.80 | 38 |
| Communication | 2.10 | 38 |
| Overall | 2.10 | 38 |
Based on 38 calls reviewed. Score range: 1.0–4.0.
## Where Time Goes
#### Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| MBE7000 | 4 | 2m 02s | 2.20 | 1.80 | 1.50 | 2.00 |
| WHW03 | 4 | 1m 57s | 1.70 | 1.00 | 1.30 | 2.00 |
| MX2000 | 5 | 1m 27s | 1.40 | 1.00 | 1.00 | 2.00 |
| E9450 | 2 | 15m 39s | 2.00 | 2.50 | 2.00 | 2.00 |
| SPNMX55GC | 2 | 13m 20s | 1.50 | 1.00 | 1.50 | 2.00 |
Key Observations
- MBE7000 and WHW03 dominate handle time, averaging over 1.5x the week’s mean. Both models also show low accuracy and protocol scores, indicating recurring procedural gaps.
- MX2000 calls are frequent but resolve poorly (0% resolved), suggesting systemic connectivity challenges requiring deeper protocol enforcement.
#### Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 22 | 20m 30s | 2.00 | 1.80 | 1.70 | 2.10 | ✓ |
| ACCESS | 4 | 17m 10s | 1.70 | 1.30 | 1.50 | 2.00 | ✓ |
| SETUP | 4 | 30m 45s | 2.00 | 1.80 | 1.80 | 2.00 | ✓ |
| CONFIGURATION | 3 | 9m 40s | 2.70 | 3.70 | 2.70 | 2.70 |
Drill-Down Insights
- CONNECTIVITY calls (22 total) average 20m 30s with low accuracy (1.8). Common pain points include mesh node pairing failures and WAN link instability, often compounded by incorrect reset procedures.
- ACCESS issues (4 calls) show persistent UI/login failures, frequently linked to misapplied admin credentials or URL guidance.
- SETUP remains the most time-intensive category (30m 45s avg), often derailed by unconfirmed product models and inconsistent LED interpretation.
## Week-over-Week Movement
- Call Volume: ↑ from 27 to 38 (-11 additional calls).
- Top Product Shift: MX2000 replaced WHW03 as the most frequent model, aligning with recent connectivity spikes.
- Unresolved Rate: Stagnant at ~74% (28/38), driven by recurring CONNECTIVITY and ACCESS failures.
## What Went Well
- Precise Product Compatibility Guidance
> “MX6202 is fully compatible with MX6200 series as both parent and child nodes.”
> — #LTS00131212
Agent correctly verified MX6202 compatibility, preventing customer purchase errors and aligning with KB specifications.
- Structured Self-Help Pathways
> “Reset the second node, bring it close to the primary node, and re-add it using the Linksys app.”
> — #LTS00131028
Clear, step-by-step instructions enabled temporary resolution of mesh instability without escalation.
- Efficient Legacy Device Handling
> “EA1200 is a legacy device; support ended in 2021. I recommend upgrading to a Wi‑Fi 6 router (e.g., MX series).”
> — #LTS00131405
Accurate product lifecycle communication set realistic expectations and directed the customer to a viable upgrade path.
## Growth Opportunities
- Standardize Reset Procedures & LED Interpretation
> “Hold the reset button for 15 seconds until the light turns solid purple.”
> — #TE00130829
Next Step: Apply model-specific reset durations (e.g., 10s for WHW03/MX series, 15s for MBE7000) and correct LED states (solid purple = ready for WHW03; solid blue = ready for MX/MR). Verify outcomes before concluding fixes.
- Mandatory Product Model Confirmation
> “I’ll assume this is an SPNMX56HF, but please confirm the exact model number before we proceed.”
> — #LTS00131398
Next Step: Always collect and validate model/serial numbers before troubleshooting. Cross-reference KB for model-specific steps to avoid misapplied guidance (e.g., confusing MBE7000 with WHW03).
## Next Week's Focus
- Practice Reset Flows: Drill 10s vs