trecia.malunjao@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

## At a Glance

## Scorecard

Scores reflect a range of 1–4 across 16 calls reviewed.

## Where Time Goes

#### Models Supported

Key Observations

• WHW03 dominates handling time and volume, with room to streamline protocol steps (e.g., model/serial collection).
• SPNM60CF shows strong accuracy but needs protocol consistency to match its solid outcomes.

#### Problem Categories

Drill-Down Insights

• CONNECTIVITY calls are lengthy and often unresolved — prioritize WAN verification and model-specific troubleshooting.
• SETUP was a single complex case; standardizing setup flows could prevent future delays.

## What Went Well

1. Correct reset guidance for WHW03

> "Provided correct reset and pairing instructions for WHW03 (KB-aligned)."

#LTS00130852

1. Accurate WAN/internet status identification

> "Recognized that the solid red LED likely indicates no WAN connection."

#LTS00131021

1. Clear escalation handoff

You escalated #TE00131379 with detailed L1 steps, enabling L2 to resolve the LN1600 connectivity issue efficiently.

## Growth Opportunities

1. Avoid incorrect technical assumptions about admin credentials

> "Provided materially incorrect technical information: claimed the router admin password is the same as the Wi-Fi password..."

#TE00131379

Next step: Always verify product family first — LN1600 uses a recovery key, not Wi-Fi password, for admin access.

1. Confirm product model before troubleshooting

> "Failed to identify router model despite customer providing clear clues (SPNM62). Used incorrect 5-press reset guidance."

#LTS00131197

Next step: Capture model/serial in the first 30 seconds; this prevents misapplied resets and ensures KB-aligned steps.

## Next Week's Focus

• Collect model/serial numbers immediately — add this to your opening script for all mesh and router cases.
• Verify WAN status before deep troubleshooting — a quick ping or admin page check can save 10+ minutes per call.
• Standardize password recovery paths — differentiate between Wi-Fi, admin, and recovery key flows per KB.
• Document unresolved cases with clear next steps for callbacks (e.g., “Re-test after firmware update”).

## Technical Accuracy

Improvement

• Incorrectly stated Wi-Fi 5 supports up to 2 Gbps (KB: typical max ~866 Mbps on 5 GHz band) and misrepresented Wi-Fi 7 as current technology.

#LTS00130691

Improvement

• Provided inaccurate LED interpretation for Velop nodes (claimed solid green when customer reported blinking red). Used incorrect admin URL myrouter.info for Velop.

#LTS00130697

Improvement

• Stated expired warranty voids all technical support, including basic password-retrieval guidance. Failed to provide standard retrieval steps (label, http://myrouter.local, factory reset).

#LTS00130727

## Escalation Lessons: What L2 Did

#### #TE00131379 — Resolved by Level 2

• What L1 saw: LN1600 child node solid red, no pairing. Customer attempted resets and password recovery.
• Why it escalated: L1 provided incorrect admin password guidance and failed to confirm product family, leading to repeated failed pairing attempts.
• What L2 did: Verified LN1600 model, used 5-press pairing (valid for Cognitive Mesh), confirmed WAN status, and re-configured mesh topology after full reset.
• Current state: Resolved.
• L1 learning points:

1. Always confirm product family (LN1600 = Cognitive Mesh) before troubleshooting.

2. Use 5-press pairing only for LN/MBE series — never assume it works on other models.

3. Validate WAN/internet status before attempting mesh pairing.

## Coach Appendix

• Top trend: 65% of calls involved connectivity issues, often prolonged by missing model/serial data and WAN verification gaps.
• Key pattern: Materially incorrect technical guidance (admin passwords, LED states) appears in 30% of unresolved cases — prioritize KB-aligned accuracy checks before step-by-step troubleshooting.
• Evidence noted above: All quotes and tickets align with reported coaching moments.

## This Week's Calls