weiyu.zeng@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

## At a Glance

## Scorecard

3 calls reviewed. Score range: 1.9 – 3.0.

## Where Time Goes

Models Supported

Slowest models: FGW5500 (22m 04s), MX6200 (15m 52s). The MX6200 call had the lowest scores across accuracy and communication, indicating a need for focused improvement on this model.

Problem Categories

The HARDWARE category shows lower average scores (especially communication) and longer handle times, suggesting a need for more structured troubleshooting and clearer explanations for hardware-related issues.

## Week-over-Week Movement

No prior-week comparison exists.

## What Went Well

1. Accurate product identification

> Correctly identified the product model (FGW5500) from customer statement.

#LTS00131007

1. Clear warranty process explanation

> Explained the warranty claim process clearly and provided a realistic timeline (1-2 business days).

#LTS00131007

## Growth Opportunities

1. Complete troubleshooting for 4G/5G routers

What went well: You identified hardware issues and initiated warranty claims.

What “good” looks like: Before concluding hardware failure, always verify SIM/WAN status, perform a modem power-cycle, and check firmware. This prevents premature escalations and builds customer confidence.

> Did not verify SIM card status or WAN connection, which are critical for 4G/5G routers like the FGW5500.

#LTS00131007

1. Use correct reset procedures and avoid redundant steps

What went well: You guided customers through resets and collected necessary information.

What “good” looks like: Use the correct reset duration (e.g., ~10 seconds for MX6200, not 20 seconds) and avoid repeating power cycles without new diagnostic value. This keeps calls efficient and accurate.

> Provided wrong reset duration for MX6200 (~20s instead of ~10s). Performed three redundant 30-second power-cycle loops without learning new information.

#LTS00131160

## Next Week's Focus

• Verify WAN/SIM status on all 4G/5G routers before concluding hardware failure.
• Use precise reset durations according to device-specific KB articles.
• Avoid redundant power cycles; perform one power-cycle, assess results, then decide next steps.
• Confirm warranty eligibility before initiating replacement processes.

## Technical Accuracy

Improvement

Failed to verify the correct admin URL for MBE7000 — should be http://myrouter.info, not [REDACTED_PHONE]. Skipped basic troubleshooting steps (power-cycle, LAN check, IP verification via app).

#LTS00131189

Improvement

Provided incorrect reset duration for MX6200 (~20s instead of ~10s). Used non-existent term 'Nauta' multiple times, creating confusion. Performed redundant power-cycle loops without diagnostic purpose.

#LTS00131160

Improvement

Did not verify SIM card status or WAN connection for FGW5500, critical for 4G/5G routers. Provided unclear reset duration (10s instead of 10-15s).

#LTS00131007

## Coaching Moments

Improvement

Failed to verify the correct admin URL for MBE7000 — should be http://myrouter.info, not [REDACTED_PHONE]. Skipped basic troubleshooting steps (power-cycle, LAN check, IP verification via app).

#LTS00131189

## Escalation Lessons: What L2 Did

#LTS00131007 — Resolved by Level 2

• What L1 saw: Customer reported a red globe light (no signal) and poor Wi‑Fi performance on an FGW5500. L1 performed a reset, failed to locate the Wi‑Fi SSID, and concluded hardware failure.
• Why it escalated: The case was escalated because L1 did not verify SIM/WAN status or perform a modem power‑cycle—both essential for 4G/5G routers.
• What L2 did: L2 likely verified SIM/WAN status, performed a structured power‑cycle, and confirmed hardware fault before initiating warranty replacement.
• Current state: Resolved via warranty claim.
• L1 learning points:

1. Always verify SIM/WAN status and perform a modem power‑cycle on 4G/5G routers.

2. Use the correct reset duration (10‑15 seconds) and document steps taken.

3. Only conclude hardware failure after completing these checks.

#LTS00131160 — Resolved by Level 2

• What L1 saw: MX6200 Velop 6E was not broadcasting its Wi‑Fi SSID. L1 performed an incorrect 20‑second reset and three redundant power cycles.
• Why it escalated: Escalation occurred due to incorrect reset guidance and redundant troubleshooting steps that did not yield new information.
• What L2 did: L2 likely used the correct ~10‑second reset, verified LED behavior, and confirmed hardware fault before proceeding with warranty replacement.
• Current state: Resolved via warranty claim.
• L1 learning points:

1. Use device‑specific reset durations (~10 seconds for MX6200).

2. Avoid repeating power cycles without new diagnostic intent.

3. Confirm warranty eligibility before initiating replacement.

## Coach Appendix

• Highest-signal weekly trend: Hardware-related calls dominated the week, with inconsistent troubleshooting accuracy and communication scores. Focus should remain on structured hardware diagnostics, especially for 4G/5G routers and correct reset procedures.
• Recurring technical pattern: Incomplete verification of WAN/SIM status and incorrect reset durations led to premature hardware conclusions. This pattern should inform the next coaching conversation, emphasizing device-specific troubleshooting flows and the importance of warranty verification before escalation.

## This Week's Calls