mikaelhjoshua.anasco@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	25m 46s	WHW03	SETUP	22	6

Scorecard

Dimension	This Week	Calls Reviewed
Accuracy	2.00	22
Protocol	1.80	22
Communication	2.30	22
Overall	2.20	22

22 calls reviewed. Overall score range: 1.10 – 4.50.

Where Time Goes

Models Supported

Model	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication
MX2000	2	48m 03s	1.50	1.00	1.00	2.50
LN11011202	2	44m 21s	1.70	1.00	1.50	2.50
WHW03	4	38m 13s	2.10	2.20	1.80	2.20

Key Observations

MX2000 and LN11011202 dominate handle time with averages over 44 minutes and low overall scores (1.5–1.7).
These slow models also show the lowest accuracy and protocol scores, indicating a need for focused model-specific coaching and process refinement.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
SETUP	8	33m 22s	2.00	1.90	1.60	2.40	✓
ACCESS	7	14m 52s	2.30	2.30	1.70	2.40	✓
CONNECTIVITY	5	24m 16s	2.10	2.00	2.00	2.40	✓
GENERAL INQUIRY	2	09m 15s	3.00	3.00	2.00	1.50

Focus Area Insights

SETUP calls are the most time-intensive and lowest-scoring category. Common issues include misapplied reset procedures and unconfirmed WAN connectivity.
ACCESS and CONNECTIVITY show moderate scores but benefit from stricter model verification before troubleshooting.

What Went Well

Clear communication and patience

The agent maintained a calm, respectful tone even during extended silences and complex troubleshooting.

Call #13b4fcdc-58e0-11f1-98ea-42010a62006f

“And I really do apologize, sir. Can you spell out your email address for me?”

Successful resolution of app login issues

Guided a customer through password reset using the router password and recovery key, confirming successful login and node status.

Call #56e52508-5a7b-11f1-812a-42010a62006f

“I’m happy to confirm that your password has been reset and you’re now able to log in to the app successfully.”

Efficient escalation handling

When issues exceeded threshold, the agent clearly communicated next steps and set realistic expectations for callbacks.

Call #7a58e5e6-5810-11f1-8d2b-42010a62006f

“I’ve escalated this to our technical team and you’ll receive a callback within 24–48 business hours.”

Growth Opportunities

Incorrect technical guidance on model-specific procedures

The agent applied the 5-press reset method to devices where it is unsupported (SPNM and MX series), leading to confusion and ineffective troubleshooting.

Call #57070c16-59ba-11f1-8d2b-42010a62006f

“Hold the reset button five times within five seconds—this will reset your node.”

What “good” looks like

Verify device model before recommending reset procedures.
Use the Pair button method for SPNM devices and 10-second reset for MX/Velop series per KB.

Failure to verify product model before troubleshooting

Providing model-specific steps without confirmation led to inaccurate guidance and repeated misdiagnosis.

Call #32e857c0-5a93-11f1-8bec-42010a62006f

“Your parent node is a cognitive mesh router, so this node cannot be set up as a parent.”

What “good” looks like

Always collect and confirm product model, serial number, and warranty status early in the call.
Cross-reference the model against KB before issuing device-specific commands.

Next Week's Focus

Model-first troubleshooting – Confirm product model and topology before any procedural guidance.
WAN validation – Verify internet connectivity on the parent node (via wired test or myrouter.local ping) before troubleshooting mesh nodes.
LED state accuracy – Use KB-defined LED interpretations only (e.g., solid purple = ready on MX, not “solid pink”).
Reset method discipline – Apply the 5-press reset only to LN/MX6200/MBE devices; use 10-second reset for WHW/MX/MR series.

Technical Accuracy

Improvement

Incorrectly applied 5-press reset to SPNM device, which is unsupported per KB.

**Call [#57070c16-59ba-