paulo.real@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 |
|---|---|---|---|---|---|
| 14 | 31m 13s | MX2000 | CONNECTIVITY | 13 | 7 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.36 | 14 |
| Protocol | 1.57 | 14 |
| Communication | 2.07 | 14 |
| Overall | 2.04 | 14 |
Scores reflect 14 calls reviewed. Overall range: 1.0 – 3.6.
Where Time Goes
Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| EA6350 | 1 | 74m 29s | 3.0 | 2.0 | 1.0 | 2.0 |
| MX2000 | 3 | 52m 25s | 2.0 | 2.0 | 2.0 | 2.33 |
| E5400 | 1 | 36m 56s | 3.2 | 4.0 | 2.0 | 2.0 |
| MR5500 | 2 | 24m 20s | 2.15 | 2.5 | 2.0 | 2.0 |
| WHW01 | 1 | 8m 11s | 1.3 | 1.0 | 1.0 | 2.0 |
| MX6200 | 2 | 21m 05s | 1.35 | 1.0 | 1.0 | 2.0 |
| SE3005 | 1 | 18m 58s | 3.6 | 5.0 | 2.0 | 3.0 |
| EA6100 | 1 | 14m 37s | 1.8 | 3.0 | 2.0 | 2.0 |
| EA8300 | 1 | 18m 58s | 1.4 | 1.0 | 2.0 | 2.0 |
Slowest models: EA6350 and MX2000 consistently consumed the most time with lower accuracy and protocol scores, indicating a need for targeted troubleshooting training on these platforms.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 6 | 33m 19s | 1.7 | 2.17 | 1.67 | 2.0 | ✓ |
| ACCESS | 2 | 13m 26s | 2.1 | 3.0 | 1.5 | 1.5 | ✓ |
| SETUP | 2 | 28m 07s | 2.4 | 3.0 | 2.0 | 2.5 | |
| NO TROUBLESHOOTING NEEDED | 2 | 23m 12s | 2.65 | 3.0 | 1.5 | 2.5 | |
| HARDWARE | 1 | 23m 09s | 1.2 | 1.0 | 2.0 | 2.0 | ✓ |
CONNECTIVITY and ACCESS categories show extended handle times and lower scores. For CONNECTIVITY, focus on verifying WAN status and signal strength before escalating. For ACCESS, ensure remote app deprecation guidance is consistent and document local interface usage.
Week-over-Week Movement
- Call volume increased from 6 to 14 (-142% delta)
- No prior-week score or handle-time deltas available for comparison
- New top product: MX2000 (previously unranked)
- New top problem: CONNECTIVITY (previously HARDWARE)
What Went Well
Effective setup guidance for E5400
"Router configured, Wi‑Fi SSID/password updated, internet speed verified; no further steps required."
#TE00130648
Correct identification of local access requirement for MR5500
"Use local web interface (myrouter.info) to manage the router; remote app access is no longer supported."
#TE00131076
Growth Opportunities
Incorrect technical guidance on mesh pairing/reset
Agent used 5-press reset on MX2000 instead of Pair button or admin UI, and failed to confirm resolution before closing.
#TE00130794
What good looks like: Use Pair button or admin UI for MX2000 pairing. Always verify node status (solid blue) and confirm internet connectivity before closing.
Failure to perform basic troubleshooting for connectivity issues
No WAN check, power cycle, or LED validation performed despite clear outage trigger.
#LTS00131171
What good looks like: Start every connectivity call with WAN verification, modem power cycle, and LED status check. Document findings before offering paid support.
Next Week's Focus
- Practice MX2000 mesh pairing using Pair button or admin UI; avoid 5-press reset
- Begin every connectivity call with WAN check, modem reboot, and LED validation
- Consistently document serial numbers and warranty status during hardware discussions
- Use structured troubleshooting flow for ENPHASE solar device connectivity
Technical Accuracy
Improvement
Agent used incorrect pairing/reset method for MX2000 Velop device. Should use Pair button or admin UI for pairing, not 5-press.
Improvement
Agent failed to perform basic troubleshooting steps despite clear hardware-related issue after power outage.
Improvement
Agent instructed incorrect reset duration for WHW01 node, contradicting KB guidance of 10-15 seconds.
Improvement
Agent did not verify Wi‑Fi credentials, SSID, or band during Enphase device connection troubleshooting.
Strength
Agent provided accurate and actionable setup guidance for E5400 router, aligning with KB.
Coaching Moments
Improvement
"Incorrect pairing/reset method for MX2000 (used 5‑press instead of Pair button)."
Agent used the 5‑press pairing method, which is not appropriate for MX2000 Velop devices (should use Pair button or admin UI).
#TE00130794
Improvement
"No attempt to perform basic troubleshooting (e.g., power cycle, reset, check WAN connection) before offering paid support."
Failed to perform any basic troubleshooting despite a clear storm-related trigger.
#LTS00131171
Escalation Lessons: What L2 Did
#LTS00122643 — Resolved by Level 2
- What L1 saw: Intermittent Wi‑Fi loss on iPhone with MX6200 mesh; customer reported signal drops when moving distances. L1 provided incorrect guidance (channel-finder, app reinstall, router password for app login) and failed to verify WAN status or firmware.
- Why it escalated: L1 misdiagnosed the issue and provided technically inaccurate instructions, leading to unresolved customer frustration.
- Related call chain: This was a repeat contact; L1 closed the case incorrectly after escalation, requiring L2 to re-open and resolve.
- What L2 did: Performed comprehensive mesh diagnostics, verified firmware, corrected initial misguidance, and confirmed resolution through signal strength testing and customer validation.
- Current state: Resolved
- L1 learning points:
1. Always verify WAN/internet status and firmware version before troubleshooting Wi‑Fi issues.
2. Use correct product-specific guidance — channel-finder runs automatically and cannot be manually triggered.
3. Confirm resolution with the customer and document findings before closing.
#TE00130648 — Resolved by Level 2
- What L1 saw: E5400 router not configured after ISP modem bridge; customer needed Wi‑Fi setup and internet verification. L1 guided physical wiring, Wi‑Fi configuration, and speed test.
- Why it escalated: L1 initiated unsupported remote session and omitted warranty/serial collection, requiring L2 review for compliance.
- Related call chain: First contact; no prior interactions.
- What L2 did: Validated L1’s technical steps, collected serial/warranty info, and ensured proper documentation. Confirmed internet speed (~95 Mbps) and closed the case.
- Current state: Resolved
- L1 learning points:
1. Avoid unsupported remote sessions; use approved methods only.
2. Always collect serial number and verify warranty status during hardware setup.
3. Provide router admin URL (myrouter.local or http://[IP]) during configuration.
#TE00121320 — Resolved by Level 2
- What L1 saw: MX2000 mesh speed drop after relocation; customer unsure if modules were misconnected. L1 suggested generic power-cycle without topology verification.
- Why it escalated: L1 did not perform basic diagnostics (speed test, WAN check) or confirm module connections.
- Related call chain: Follow-up call; previous agent provided vague guidance.
- What L2 did: Instructed full power-cycle, verified mesh topology, confirmed correct module connections, and guided customer through signal strength test.
- Current state: Resolved
- L1 learning points:
1. For mesh speed issues, always verify WAN status, perform speed test, and confirm topology.
2. Use product-specific diagnostics — MX2000 requires module connection validation.
3. Document customer actions and results before escalating.
#TE00130794 — Resolved by Level 2
- What L1 saw: MX2000 child node solid magenta, refusing to pair. L1 performed multiple resets, firmware updates, and remote session without success.
- Why it escalated: L1 used incorrect 5-press pairing method and failed to confirm resolution.
- Related call chain: Repeat contact; previous agents provided inconsistent guidance.
- What L2 did: Confirmed magenta indicates fault state, guided hardware reset, and initiated RMA after confirming hardware failure.
- Current state: Resolved
- L1 learning points:
1. For MX2000, use Pair button or admin UI — not 5-press.
2. Magenta LED indicates fault; proceed to hard reset if not resolved.
3. After multiple resets, escalate for possible hardware replacement.
#TE00130941 — Resolved by Level 2
- What L1 saw: WHW01 node solid blue, unable to pair. L1 instructed 1-minute reset (incorrect) and misinterpreted solid blue as failure.
- Why it escalated: L1 provided incorrect reset duration and skipped pairing steps.
- Related call chain: Escalated after L1 incorrectly closed the case.
- What L2 did: Explained solid blue means “ready for setup,” guided correct 15-second reset, and verified pairing via app.
- Current state: Resolved
- L1 learning points:
1. Solid blue on WHW01 means ready for setup — not failure.
2. Use 10-15 second reset per KB, not 1 minute.
3. Follow full pairing sequence: power cycle, reset, proximity test, app add.
#TE00131076 — Resolved by Level 2
- What L1 saw: MR5500 cloud account locked out. L1 advised waiting 24 hours but did not provide local access alternative.
- Why it escalated: L1 omitted critical information about discontinued cloud access.
- Related call chain: Follow-up; previous agent provided incomplete guidance.
- What L2 did: Discontinued remote app access, instructed local web interface (myrouter.info), and confirmed resolution.
- Current state: Resolved
- L1 learning points:
1. Always inform customers about discontinued features and provide alternatives.
2. For MR5500, local access via myrouter.info is required; remote app is deprecated.
3. Verify customer understands alternative management path.
#TE00131295 — Resolved by Level 2
- What L1 saw: MX6200 unable to display WebUI; customer reported white screen. L1 escalated without basic UI access checks.
- Why it escalated: L1 did not verify browser compatibility, cache clearance, or alternative access methods.
- Related call chain: New case; no prior interactions.
- What L2 did: Guided customer through browser troubleshooting, cache clearance, and alternative access (myrouter.local).
- Current state: Resolved
- L1 learning points:
1. For WebUI issues, check browser compatibility, clear cache, and try alternative URLs.
2. Use product-specific access methods (myrouter.local for