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paolo.ebora@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Calls HandledAvg Handle TimeTop ProductTop ProblemCases DocumentedCases Escalated
643m 51sMX6200CONNECTIVITY66

Scorecard

DimensionThis WeekCalls Reviewed
Accuracy2.106
Protocol1.506
Communication2.006
Overall1.806

Scores reflect 6 calls reviewed. Overall score range: 1.30 – 3.60.

Where Time Goes

Models Supported

ModelCallsAvg Handle TimeAvg OverallAvg AccuracyAvg ProtocolAvg Communication
MX620012h 26m 49s1.401.001.002.00
MR2000146m 21s1.401.002.002.00
EA7450144m 40s1.301.001.002.00
MBE7000116m 08s1.301.001.002.00
MX420014m 36s3.605.003.002.00
WRT3200ACM128m 54s3.004.002.002.00

The MX6200 call stands out as both the longest and lowest-scoring interaction this week, indicating a critical need for focused improvement on high-complexity mesh troubleshooting.

Problem Categories

CategoryCallsAvg Handle TimeAvg OverallAvg AccuracyAvg ProtocolAvg CommunicationFocus Area?
CONNECTIVITY454m 23s1.401.001.252.00✓
SETUP146m 21s1.401.002.002.00✓
ACCESS14m 36s3.605.003.002.00

Connectivity and Setup categories dominate both call volume and duration. The lower scores in these areas suggest opportunities to strengthen diagnostic frameworks and escalation pathways for these common issues.

What Went Well

Effective callback scheduling
"Appointment rescheduled to 4:00 PM PST tomorrow."
#TE00131348
Correct router admin access guidance
"Correctly identified and guided access to router admin via http://[REDACTED_PHONE], aligned with KB for WRT Series."
#TE00131346

Growth Opportunities

Incorrect technical guidance and unsupported procedures
"Instructed 5-press reset method [51:00] on a SPNM device, which is not supported and contradicts Linksys KB."
#TE00023348
What better looks like: Use only KB-approved reset methods (hold reset button for 10 seconds) and verify product family before recommending any reset procedure.
Failure to resolve core issues and lack of follow-up
"No resolution achieved. Customer advised to monitor and call back if issue persists. No KB article, email, or self-help path provided."
#TE00023348
What better looks like: Always provide a concrete next step—whether it’s a validated self-help resource, a scheduled callback, or a clear escalation path—with the customer before closing the interaction.

Next Week's Focus

Technical Accuracy

Improvement

Agent provided incorrect 5-press reset guidance for SPNM/Cognitive Mesh device (MX6200), which is unsupported and contradicts KB. This led to customer confusion and unresolved issue.
#TE00023348

Improvement

Agent repeatedly gave wrong web addresses (myrouter.to local, myrouter.org) and an incorrect IP ([REDACTED_PHONE]) for MR2000 router admin access, leading to unresolved connectivity issue.
#TE00130897

Improvement

Agent provided technically inaccurate information about firmware reflash duration, claiming it could take 24 hours to 'sink in', which is not supported by KB and misled the customer.
#TE00131280

Improvement

Agent provided materially inaccurate product information ('MPE 7000') and incorrect pricing for MX series nodes, undermining trust and failing to resolve coverage issue.
#TE00127677

Strength

Agent correctly guided customer to access WRT3200ACM router admin interface using http://[REDACTED_PHONE], aligned with KB guidance.
#TE00131346

Coaching Moments

Improvement

"Advised customer to consider purchasing a new MX6202 mesh system as replacement for EA7450; no self-help resources, KB articles, or follow-up path provided."
#TE00131280
Note: Pivoting to hardware sales without resolving the underlying issue or offering self-help resources undermines trust and leaves the customer unsupported.

Improvement

"Suggested purchasing additional mesh nodes (MX series, 'MPE 7000') without providing configuration steps, compatibility verification, or support path."
#TE00127677
Note: Offering product suggestions without proper technical validation or configuration guidance can mislead customers and damage credibility.

Escalation Lessons: What L2 Did

#### #TE00023348 — Resolved by Level 2

1. Confirm product family before troubleshooting; SPNM devices use myrouter.info, not MX-specific URLs.

2. Avoid unsupported reset methods (e.g., 5-press) on SPNM devices.

3. Provide clear next steps or self-help resources before closing.

#### #TE00130897 — Resolved by Level 2

1. Use correct MR2000 admin URLs (myrouter.local or myrouter.info).

2. Avoid unsupported reset methods; use standard factory reset procedures.

3. Confirm WAN connectivity before proceeding with configuration.

#### #TE00131280 — Resolved by Level 2

1. Verify internet/WAN connectivity after firmware updates.

2. Avoid misleading statements about reflash duration.

3. Collect serial number and warranty status during hardware troubleshooting.

#### #TE00127677 — Resolved by Level 2

1. Collect model, serial number, and warranty status for hardware issues.

2. Provide accurate product information and pricing.

3. Perform standard mesh troubleshooting (reset, re-pairing) before suggesting upgrades.

#### #TE00131348 — Resolved by Level 2

1. Isolate and test connectivity using different networks (ISP, hotspot).

2. Document all troubleshooting steps and results.

3. Provide clear next steps or self-help resources before closing.

#### #TE00131346 — Resolved by Level 2

1. Collect serial number, warranty status, and case number for hardware troubleshooting.

2. Verify both wired and wireless connectivity after configuration changes.

3. Provide clear, step-by-step guidance to avoid customer confusion.

Coach Appendix

This Week's Calls

CaseDateScoreDirectionProductCategoryOutcome
#TE000233482026-05-26 18:54:18+00:001.4OUTBOUNDMX6200CONNECTIVITYPending
#TE001308972026-05-26 23:43:57+00:001.4OUTBOUNDMR2000SETUPAbandoned
#TE001312802026-05-28 19:49:58+00:001.3OUTBOUNDEA7450CONNECTIVITYAbandoned
#TE001276772026-05-28 22:56:35+00:001.3INBOUNDMBE7000CONNECTIVITYAbandoned
#TE001313482026-05-29 01:55:31+00:003.6OUTBOUNDMX4200ACCESSCallback set
#TE001313462026-05-29 20:18:28+00:003.0OUTBOUNDWRT3200ACMCONNECTIVITY✓ Resolved