johnclark.labadan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 12 calls reviewed. Overall scores ranged from 1.3 (lowest) to 3.2 (highest).

Where Time Goes

Models Supported

Key Observations

• WHW03 and WHW01 dominate handle time, with WHW03 averaging nearly 38 minutes per call.
• LN11011202 (70m 15s) requires deeper protocol review due to extended resolution times despite a passing overall score.
• SPNM62CF and MDE7000 show low accuracy and overall scores, signaling need for targeted technical reinforcement.

Problem Categories

Focus Area Insights

• CONNECTIVITY calls average 28m 46s with protocol scores below 2.0, indicating missed steps in isolation and verification.
• SETUP cases show inconsistent accuracy (2.3) and prolonged handle times — prioritize standardizing initial diagnostic flows and documentation.

What Went Well

Accurate Mesh Recovery Guidance

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

#TE00122939

Effective Remote Troubleshooting

“Remote access to router UI; Factory‑reset of MX5300 nodes and re‑addition as child nodes; Disabled band‑steering in Wi‑Fi settings; Configured static IP and DNS on the Xbox.”

#TE00123101

Growth Opportunities

Validate Connectivity Post-Reset

Current Gap: Failed to verify internet connectivity after reset, leaving issue unresolved.

Next Step: Always confirm WAN/IP renewal and basic connectivity (e.g., speed test, DNS resolution) before closing.

“Did not verify that the router regained internet connectivity after the reset.”

#TE00131279

Use Model-Specific Reset Methods

Current Gap: Instructed 5-press pairing for SPNM series, which requires app-based setup or pair button.

Next Step: Confirm device family first; apply KB-approved methods (e.g., app pairing for SPNM, 5-press only for Velop/Cognitive Mesh).

“Instructed 5-press pairing method, which is incorrect for SPNM series (KB specifies app-based setup or pair button).”

#TE00117836

Next Week's Focus

1. Verify connectivity after every reset or configuration change (ping, speed test, DNS check).
2. Confirm device model before recommending reset methods; cross-reference KB for SPNM vs. Velop procedures.
3. Document all steps in HappyFox, including post-resolution validation, to reduce repeat contacts.
4. Practice concise handoffs for complex cases — include model, serial, and exact LED states in escalation notes.

Technical Accuracy

Improvement

Incorrect default admin password provided, contradicting KB guidance.

#TE00122939

Improvement

Incorrect pairing method for SPNM series; KB specifies app-based setup or pair button.

#TE00117836

Improvement

Failed to verify internet connectivity post-reset, leaving issue unresolved.

#TE00131279

Strength

Correct application of 5-press reset method for Velop mesh pairing.

#TE00122939

Escalation Lessons: What L2 Did

#TE00122939 — Resolved by Level 2

• What L1 saw: All four child mesh nodes solid red, no Wi‑Fi access.
• Why it escalated: Exceeded threshold for unresolved mesh connectivity.
• What L2 did: Verified parent node internet, guided 5-press reset, confirmed green/blue LEDs, and validated Wi‑Fi password access.
• L1 learning points:

1. Confirm parent node internet before node resets.

2. Use 5-press only for Velop/MX/MR nodes — not for SPNM.

3. Always test Wi‑Fi connectivity (e.g., phone scan) post-resolution.

#TE00130963 — Resolved by Level 2

• What L1 saw: No internet on laptop; customer lacked a computer for troubleshooting.
• Why it escalated: No diagnostic steps taken; no callback scheduled.
• What L2 did: Advised wired modem connection, guided ISP credential entry via mobile hotspot, and offered remote session.
• L1 learning points:

1. Collect ISP details upfront for offline setup.

2. Use mobile hotspot as temporary WAN for initial configuration.

3. Schedule definitive callback times to avoid vague handoffs.

Coach Appendix

Weekly Trend Summary

• 12 calls reviewed, 6 resolved (50% resolution rate).
• Top technical gaps: Incorrect reset methods (SPNM vs. Velop), incomplete connectivity verification.
• Priority for next coaching: Reinforce model-specific troubleshooting flows and post-resolution validation checks.

This Week's Calls