girlyjoy.pocot@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 25 calls reviewed. Overall scores ranged from 1.3 (lowest) to 4.4 (highest).

Where Time Goes

Models Supported

Key Observations:

• WHW03 drives the highest average handle time (17m 18s) and lowest scores across accuracy and protocol.
• MX6200 shows strong resolution rates but longer handle times, suggesting room for efficiency gains in mesh troubleshooting.

Problem Categories

Focus Areas:

• CONNECTIVITY and SETUP clusters show lower accuracy and protocol scores, indicating inconsistent troubleshooting and documentation.
• Prioritize standardizing reset procedures and improving model/serial collection to reduce handle times and improve outcomes.

What Went Well

1. Accurate 5-press pairing guidance for supported mesh models

> “Hard reset of child node (hold reset until LED off). Wait for solid blue, then use main router’s pair button for mesh reconnection.”

#LTS00130895

1. Effective troubleshooting for mesh node reconnection

> “Created new admin password, enabled and renamed the 2.4 GHz SSID with \_2.4 suffix, and performed 5-press pairing on the parent MX6200.”

#LTS00098076

1. Patience with non-technical customers

Agent remained calm and guided a customer through complex mesh setup despite repeated disconnects and confusion.

Growth Opportunities

1. Incorrect technical guidance on reset procedures and LED states

> “Instructed 30-second factory reset for AC7300 (KB specifies 10–15 seconds).”

#LTS00130746

Next step: Always verify reset durations against KB before instructing customers. Use model-specific guidelines (e.g., 10–15s for AC7300, 15s for WHW03).

1. Failure to collect critical product details

> “No model or serial number collected despite IVR prompts.”

#LTS00130714

Next step: Implement a checklist to capture model, serial, and warranty status before troubleshooting begins. This ensures accurate support pathing and avoids misdiagnosis.

Next Week's Focus

• Standardize reset instructions: Create a quick-reference guide for reset durations by product family (e.g., 10–15s for AC7300, 15s for WHW03).
• Model/serial collection protocol: Add a mandatory pause after IVR prompts to confirm details are recorded.
• Clarify warranty before paid support: Explicitly state policy: “Basic troubleshooting is free for all devices; paid support is only for advanced diagnostics or out-of-warranty hardware replacement.”
• Improve mesh node guidance: Cross-train on Velop vs. Cognitive Mesh differences to avoid incorrect 5-press instructions.

Technical Accuracy

Improvement

• Incorrect factory reset duration for EA7300

> “Instructed 30-second reset (KB: 10–15 seconds).”

#LTS00130746

Note: Always reference KB for model-specific reset times to avoid incomplete resets.

Improvement

• Incorrect LED guidance for WHW03

> “Claimed solid purple/hot pink indicates readiness (no such state exists).”

#LTS00130911

Note: WHW03 LEDs use solid blue (ready) and blinking red (error). Avoid inventing color states.

Improvement

• Materially incorrect node compatibility advice

> “Confirmed VLP01 compatible with MX5500 (cross-generation incompatibility).”

#LTS00124287

Note: Velop and Cognitive Mesh families are not interoperable. Always verify generation before confirming compatibility.

Escalation Lessons: What L2 Did

#TE00130787 — Resolved by Level 2

• What L1 saw: Customer couldn’t add a new Velop node; main router showed solid red (WAN issue).
• Why it escalated: L1 provided incorrect 5-press pairing for Velop (app-based setup only) and failed to address WAN loss.
• What L2 did:

1. Verified internet connectivity via modem.

2. Guided customer through factory reset of main router (15s hold).

3. Reconfigured WAN settings and re-added node via app.

• Current state: Resolved.
• L1 learning points:

- Confirm WAN status before node pairing.

- Use app-based setup for Velop; avoid 5-press unless on Cognitive Mesh.

- Collect model/serial early to avoid misdiagnosis.

#TE00130963 — Resolved by Level 2

• What L1 saw: Selective app connectivity failure (Walmart/Amazon not working).
• Why it escalated: L1 skipped WAN diagnostics and offered paid support prematurely.
• What L2 did:

1. Tested connectivity via laptop directly to router.

2. Confirmed ISP-provisioned MAC address mismatch.

3. Guided ISP registration of router MAC.

• Current state: Resolved.
• L1 learning points:

- Always test connectivity at WAN level before app troubleshooting.

- Verify ISP has registered router MAC for new devices.

- Avoid paid support offers until basic diagnostics are complete.

Coach Appendix

Weekly Trend Summary:

• WHW03 drives prolonged handle times and lower scores, often due to unresolved connectivity issues.
• Critical gap: Inconsistent collection of model/serial numbers leads to misapplied troubleshooting.
• Priority: Standardize reset procedures and improve upfront data gathering to reduce escalations and handle times.

This Week's Calls