johnclark.labadan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 69m 55s; outlier: 4.6x weekly median handle time.
• WHW is the slowest family at 50m 11s; outlier: 3.3x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve protocol adherence and accuracy in troubleshooting steps.
• Reduce incorrect technical instructions and misidentification of LED states.
• Enhance follow-up and resolution confirmation for unresolved calls.

What Went Well

1. Effective resolution in complex mesh setup

> “All child nodes are now online (solid green/blue) and the customer's devices can connect to Wi‑Fi. No further action required.”

#TE00122939

1. Accurate technical guidance on product discontinuation

> “Accurately confirmed product discontinuation status and explained unavailability of MBE7002/MBE7003 on retail channels.”

#TE00075510

Growth Opportunities

1. Incorrect technical instructions and LED misidentification

> “Provided incorrect default admin password instruction ('admin admin') at 00:04:00 (KB states 'admin'). Mentioned a non-existent LED color (magenta/pink) at 00:37:00.”

#TE00122939

Next step: Cross-check KB for default credentials and valid LED states before guiding customers.

1. Failure to perform basic troubleshooting

> “Failed to verify WAN cable or modem handoff before advising connection. Ignored customer's ‘no internet’ report after attempted fix.”

#LTS00131050

Next step: Always validate physical connections and test internet access post-reset.

Next Week's Focus

• Verify LED states and default credentials against KB before instructing customers.
• Perform WAN cable checks and speed tests after resets to confirm connectivity.
• Document all troubleshooting steps in HappyFox to improve protocol adherence.
• Schedule callbacks with specific times for unresolved connectivity cases.

Technical Accuracy

Improvement

• Agent provided incorrect default admin password and misidentified LED colors during troubleshooting.

#TE00122939

Improvement

• Agent did not perform active troubleshooting before citing warranty status.

#LTS00131220

Improvement

• Agent provided incorrect pairing method and LED interpretations for SPNM series device.

#TE00117836

Strength

• Agent successfully resolved mesh node connectivity issue using correct troubleshooting steps.

#TE00122939

Escalation Lessons: What L2 Did

#TE00122939 — Resolved by Level 2

• What L1 saw: Customer’s WHW01 mesh nodes showed solid red LEDs and failed to connect. L1 reset nodes and attempted 5-press pairing.
• Why it escalated: Nodes remained unresponsive; L1 exceeded threshold for resolution time.
• What L2 did: Verified node placement, performed hard resets, and guided customer through 5-press method on parent node. Confirmed solid green/blue LEDs and Wi‑Fi access.
• L1 learning points:

1. Confirm node proximity to parent before reset.

2. Use 5-press method only for WHW/MX/MR series — not for Velop.

3. Test Wi‑Fi connectivity post-reset using a wired connection.

#TE00130963 — Resolved by Level 2

• What L1 saw: Customer reported selective app connectivity issues (Walmart/Amazon not working). L1 reset router but lacked internet device for troubleshooting.
• Why it escalated: L1 could not isolate issue without customer’s internet-connected device.
• What L2 did: Advised customer to use a computer for remote access, disabled IPV6, and added static DNS. Issue resolved after reboot.
• L1 learning points:

1. Always request an internet-connected device for diagnosis.

2. Guide customers through remote access when possible.

3. Check DNS settings before concluding ISP issues.

Coach Appendix

Weekly Trend Summary

• Accuracy improved (+0.92) but protocol adherence dipped (-0.25). Focus on standardizing troubleshooting sequences for CONNECTIVITY and SETUP cases.
• Handle time reduced by 23m 47s — sustain efficiency while ensuring resolution validation.

Key Pattern

• LED misidentification and insufficient validation after resets recur in WHW/MX/LN models. Prioritize model-specific KB reviews and post-reset connectivity checks.

This Week's Calls