albertdominic.roa@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 93m 39s; outlier: 6.4x weekly median handle time.
• MX is one of the slowest families at 18m 52s.

Problem Categories

Week-over-Week Movement

• Improve protocol adherence in account modifications and technical troubleshooting.
• Enhance accuracy in technical guidance, especially in IP address and model-specific procedures.
• Reduce premature escalations by performing basic troubleshooting steps before escalating.

What Went Well

1. Effective email delivery resolution

> "Okay, there you go. So I just, um, resize it again for雷. Mm-hmm. Since you have an active mobile day refund."

#RR00098345 — Persisted until email delivery was confirmed after instructing the customer to close/reopen their email client.

1. Persistence in troubleshooting mesh nodes

> "Let me just create a record for this. May I ask the model number and serial number of your parent node? What's the color of the light of the Parent Node mode?"

#LTS00131508 — Guided the customer through 5-press pairing and used the web UI to confirm node status, recovering two child nodes.

Growth Opportunities

1. Protocol adherence in account modifications

> "Oh yes. Hello, I'm still here. 122164. Okay, hold on. 122564. I'm speaking with Julio Dominguez, right?"

#TE00122564 — Next step: Always verify identity (name, ticket number, and account details) before modifying account settings. Confirm changes with the customer before finalizing.

1. Technical troubleshooting and escalation protocol

> "Oh, new inquiry. Okay, due to the volume of calls, actually, our technical tea..."

#TE00130897 — Next step: Perform basic triage (reset, power cycle, access method) before escalating. Document model/serial numbers and warranty status to empower L2 partners.

Next Week's Focus

• Verify identity before any account changes (ticket number, name, email, and password hints).
• Run standard resets (30s power cycle, factory reset) for unresponsive routers before escalating.
• Confirm model/serial early in CONNECTIVITY/SETUP calls to align troubleshooting with product-specific KBs.
• Document next steps clearly during escalations (callback time, contact method, and L2 technician name).

Technical Accuracy

Improvement

Agent provided fabricated and invalid IP address ('192.PeriodSources') which is not a valid IP and contradicts all Linksys KB guidance. Misdiagnosed issue as ISP outage without validating with customer or checking local network state.

#LTS00090234

Strength

Senior agent took ownership after escalation and provided continuous troubleshooting for WHW03 mesh nodes. Successfully guided customer through 5-press pairing method (valid for WHW03 per KB) and used device list in web UI to confirm node status.

#LTS00131508

Coaching Moments

Improvement

"This message has been transcribed. one moment while I notify the caller. Hello. Yes, I was calling because I wanted to see if I need to change my email address on my account."

Failed to verify product model or serial number before proceeding. No technical troubleshooting steps provided despite clear customer request. Premature escalation without basic triage.

#TE00130897

Improvement

"Hi, can you hear me? Hello, can you hear me? Yes. How you doing? I need to. Good, I need some help hooking up a router."

Missing required product identification (model/serial) — critical protocol failure. No troubleshooting steps offered for red-light node despite KB guidance.

#TE00059604

Escalation Lessons: What L2 Did

#TE00122564 — Resolved by Level 2

• What L1 saw: Customer requested email change on Linksys account; L1 falsely claimed change was already completed without verification.
• Why it escalated: Security protocol violation — no identity verification or system confirmation before modifying account details.
• What L2 did: Verified account details, guided password reset, and confirmed email change via secure methods.
• Current state: Resolved.
• L1 learning points:

1. Always verify identity (name, ticket number, and account details) before modifying accounts.

2. Use system tools to confirm pending changes rather than relying on memory.

3. Document verification steps in the case notes.

#TE00130897 — Resolved by Level 2

• What L1 saw: Customer couldn’t access MR2000 after enabling bridge mode; solid purple LED, modem cuts out.
• Why it escalated: No model/serial verification, no basic troubleshooting (reset, LED interpretation), and premature escalation.
• What L2 did: Performed factory reset, reconfigured bridge mode via admin UI, and validated ISP handshake.
• Current state: Resolved.
• L1 learning points:

1. Collect model/serial and warranty status upfront.

2. Follow KB steps for purple LED (reset, reposition, re-pair).

3. Attempt basic troubleshooting before escalating to avoid repeat contacts.

#TE00131346 — Resolved by Level 2

• What L1 saw: Customer mentioned ticket number but did not describe a specific issue.
• Why it escalated: No issue identified, no product details collected, and no troubleshooting performed.
• What L2 did: Reviewed prior notes, identified unresolved connectivity symptoms, and guided wired repair via switch.
• Current state: Resolved.
• L1 learning points:

1. Probe for specific symptoms when customers reference tickets without details.

2. Collect device model/serial even if the customer seems familiar with the case.

3. Document all troubleshooting steps to prevent L2 from repeating work.

Coach Appendix

Weekly Trend: Protocol adherence remains the weakest area (1.75 weekly score), especially in account modifications and escalation triggers. Focus on structured verification (model/serial, identity, warranty) and basic triage before handing off.

Recurring Pattern: Premature escalation in MX/WHW connectivity cases due to missing model/serial validation and insufficient LED/state interpretation. Reinforce KB-guided troubleshooting for red/purple LED scenarios.

This Week's Calls