regin.magnetico@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a range of 1.1 – 4.1 across 44 calls reviewed.

Where Time Goes

Models Supported

Key Observations

• WHW03 and MX2000 dominate handle time, aligning with their complexity and lower resolution rates (4/10 and 2/6 resolved, respectively).
• E5400 shows strong accuracy (4.00) but zero resolved calls, indicating potential for improved closure strategies.

Problem Categories

Drill-Down Insights

• SETUP and CONNECTIVITY issues consume ~70% of total handle time and show the lowest protocol scores (1.7). Focus on streamlining troubleshooting sequences and documentation.
• ACCESS cases (e.g., account resets, dashboard logins) require clearer escalation paths and faster resolution.

What Went Well

Strengths in Action

1. Accurate Model Identification

> "The model number of your Linksys device are both WHW03."

#LTS00105961

Correctly identified Velop mesh systems, enabling targeted troubleshooting.

1. Professional Communication

> "Okay, so you mentioned earlier that your first name is Paul. How about your last name? Rosenza. And your callback number..."

#LTS00131207

Used phonetics to confirm contact details, reducing errors and building trust.

Growth Opportunities

Areas for Immediate Impact

1. Technical Accuracy in LED Interpretation

> "Solid purple means the router is not providing internet..."

#LTS00131042

What good looks like:

- Verify LED states against KB (e.g., solid white = online on MX5500, not purple).

- Cross-check firmware and topology before stating status.

- Next step: Review led_cog_mesh_group_d_spnm60_62.md and velop_wifi_connectivity.md.

1. Protocol Adherence in No-Internet Scenarios

> "I don’t see any internet connection..."

#LTS00131291

What good looks like:

- Always verify WAN/modem status and perform power cycles before declaring outages.

- Document LED observations and WAN tests in HappyFox.

- Next step: Add WAN check to standard no-internet triage script.

Next Week's Focus

• Practice LED/Firmware Cross-Checks

Spend 5 minutes per call verifying LED states against the device’s KB before stating connectivity status.

• Standardize WAN Triage

Begin every no-internet call with modem power cycle and WAN cable inspection.

• Improve Case Documentation

Log serial numbers, model, and LED states in every ticket to enable faster handoffs.

• Refine Empathy in Hold Scenarios

Use phrases like “I’ll stay on the line while we check this” during extended holds.

Technical Accuracy

Improvement

Incorrectly stated that E5400 cannot work as a wireless extender with a non-Linksys router; contradicts KB (ea_series_router_setup.md).

#LTS00131255

Improvement

Provided materially incorrect technical information: solid purple LED on Hydra Pro 6E does NOT mean the router is not providing internet. This directly contradicts the KB.

#LTS00131042

Improvement

Used invalid 5-press reset method for MR9000 Velop; correct procedure is 10-second reset per KB.

#LTS00131393

Coaching Moments

(No soft-skill coaching moments identified this week; all evidence captured in Technical Accuracy and Growth Opportunities.)

Escalation Lessons: What L2 Did

No escalated cases reviewed this week.

Coach Appendix

Weekly Trend Summary

• Resolution Rate: 34% (15/44 calls resolved), with SETUP and CONNECTIVITY as the most time-intensive categories.
• Recurring Patterns:

- Over-reliance on paid support for out-of-warranty devices without exhausting free self-help steps.

- Inconsistent LED interpretation and reset procedures, particularly for Velop and E Series devices.

- Protocol gaps in case documentation (e.g., missing serial numbers, incomplete WAN verification).

Next Coaching Focus

• Review KB articles on LED states and reset procedures for WHW03, MX2000, and E5400.
• Role-play WAN triage scenarios to reinforce protocol adherence.
• Practice structuring calls to collect model/serial/LED data within the first 2 minutes.

This Week's Calls

(Full table available in Coach Appendix for internal review.)