gerlie.miguello@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 |
|---|---|---|---|---|---|
| 39 | 18m 6s | MX2000 | CONNECTIVITY | 27 | 4 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.90 | 39 |
| Protocol | 1.70 | 39 |
| Communication | 2.10 | 39 |
| Overall | 2.10 | 39 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MBE | 4 | 39m 12s | 2.40 | 1.75 | 1.50 | 2.00 | Outlier: 2.6x weekly median handle time |
| WHW | 5 | 32m 40s | 2.18 | 1.20 | 1.60 | 2.20 | Outlier: 2.2x weekly median handle time |
| MX | 6 | 26m 16s | 2.92 | 3.00 | 2.25 | 2.50 | Outlier: 1.7x weekly median handle time |
| SPN | 6 | 22m 36s | 1.37 | 1.00 | 1.33 | 2.00 | Outlier: 1.5x weekly median handle time |
| MR | 1 | 15m 1s | 1.10 | 1.00 | 1.00 | 2.00 | |
| E | 5 | 14m 52s | 2.24 | 3.00 | 1.40 | 1.80 | |
| EA | 6 | 14m 38s | 2.22 | 2.00 | 2.00 | 2.50 | |
| RE | 1 | 10m 42s | 3.00 | 3.00 | 2.00 | 2.00 | |
| OTHER | 1 | 9m 49s | 3.00 | 2.00 | 2.00 | 2.00 |
Key Observations
- MBE is the slowest family at 39m 12s; outlier: 2.6x weekly median handle time.
- WHW is the slowest family at 32m 40s; outlier: 2.2x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 22 | 20m 34s | 2.00 | 1.70 | 1.60 | 2.10 | ✓ |
| SETUP | 5 | 27m 33s | 2.00 | 1.80 | 1.60 | 2.00 | ✓ |
| ACCESS | 4 | 18m 20s | 1.70 | 1.00 | 1.50 | 2.00 | ✓ |
| CONFIGURATION | 3 | 9m 29s | 2.70 | 3.30 | 2.00 | 2.30 |
Week-over-Week Movement
- Improve accuracy in technical instructions (reset durations, LED interpretations).
- Ensure verification of resolution before closing calls.
- Follow protocol for model identification and warranty verification.
What Went Well
- Accurate product identification
> Correctly identified the router model (EA7450) from the serial number, avoiding unnecessary troubleshooting paths.
- Structured mesh re-pairing
> Guided the customer through a full node reset and parent-node swap, restoring connectivity on an MBE7000 mesh system.
Growth Opportunities
- Verify resolution before closing calls
> Relied on LED state alone without confirming end-to-end internet functionality after reset, leaving potential issues undetected.
Next step: Always test connectivity (e.g., speed test, device access) after configuration changes.
- Standardize reset procedures
> Instructed a 20-second reset for SPNM devices, which requires only 10 seconds — a common source of confusion and failed resets.
Next step: Reference KB articles for model-specific reset durations and confirm LED behavior.
Next Week's Focus
- Double-check resolution — After any reset or configuration change, verify internet access and device connectivity before closing.
- Use model-specific KBs — Consult reset/pairing guides tailored to the exact product (e.g., MX, WHW, SPNM) to avoid incorrect instructions.
- Capture serial numbers early — Document model and serial upfront to streamline warranty checks and troubleshooting.
- Escalate proactively — If a call exceeds 15 minutes without clear progress, endorse to Level 2 with a concise handoff note.
Technical Accuracy
Improvement
Agent gave incorrect reset duration for SPNM devices, which require 10 seconds, not 20.
Improvement
Agent did not guide customer to check WAN settings despite clear LED indication of connectivity issue.
Improvement
Agent incorrectly interpreted LED color for MR20X router, which should show solid blue, not purple.
Improvement
Agent incorrectly assumed Wi‑Fi password without verifying with the customer.
Improvement
Agent incorrectly advised MBE7000 compatibility with WHW03 nodes, which is not supported.
Coaching Moments
Strength
Successfully guided the customer through a full node reset and parent-node swap, a valid troubleshooting path for mesh instability.
Improvement
Provided incorrect LED meanings and confusing 5‑press pairing steps for MX series nodes.
Escalation Lessons: What L2 Did
#TE00130750 — Resolved by Level 2
- What L1 saw: Customer reported Wi‑Fi connectivity failures and a purple LED on an MR20X