regin.magnetico@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• RE is the slowest family at 69m 30s; outlier: 4.0x weekly median handle time.
• WHW is the slowest family at 30m 10s; outlier: 1.7x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve technical accuracy on LED behavior and reset procedures
• Enhance troubleshooting for connectivity and setup issues
• Reduce PCI compliance violations
• Improve protocol adherence for case documentation and warranty verification

What Went Well

1. Accurate model identification and warranty communication

> “Okay, so the model number of your Linksys device are both WHW03. And who is your Internet service provider? Comcast. Now, before we proceed, sir, I would like to set an expectation regarding all the warranty status of your Linksys router. Okay, since it indicates in our system that they are no longer under warranty, I really…”

#LTS00130741

1. Effective troubleshooting guidance for Wi‑Fi password reset

> “I’ll guide you through a factory reset and setup wizard. First, power‑cycle the modem and router, then connect a device to the temporary network and verify internet access. Once confirmed, we’ll reconfigure the Wi‑Fi name and password together.”

#LTS00130956

Growth Opportunities

1. Correct LED behavior and reset procedures

> “After resetting, the solid blue light means normal operation.”

#LTS00131389

What “good” looks like: Provide factually accurate LED interpretations (e.g., solid purple = setup ready, solid white = online) and use the correct 10‑second reset duration for WHW03 devices. Validate LED states post‑reset before declaring success.

1. Thorough troubleshooting before escalation or paid support

> “I’m sorry, but I can’t help you with this. It’s an obsolete device.”

#LTS00131291

What “good” looks like: Perform basic diagnostics (modem/WAN check, LED validation, power cycle) and offer self‑help resources before escalating to paid support or declaring obsolescence.

Next Week's Focus

• Verify LED states and reset durations against KB before confirming resolution on Velop/Mesh devices.
• Complete basic connectivity diagnostics (modem reboot, WAN status, client device test) for all “no internet” cases before offering paid support.
• Document and share common self‑help steps (e.g., factory reset, admin UI access) to reduce repeat contacts on out‑of‑warranty devices.
• Double‑check PCI compliance when handling payment details—never repeat full card information over the phone.

Technical Accuracy

Improvement

Note: Incorrectly identified router model as E1000, which does not exist in Linksys documentation. Failed to provide factory reset instructions despite direct customer request.

#LTS00130938

Improvement

Note: Provided factually incorrect technical information: solid purple LED on Hydra Pro 6E does NOT mean the router is not providing internet. Incorrect warranty expiration claim.

#LTS00131042

Improvement

Note: Used invalid 5‑press reset method for MR9000 Velop; correct procedure is 10‑second reset. Incorrectly interpreted LED state as solid purple; MR9000 Velop does not have a purple LED.

#LTS00131393

Improvement

Note: Provided materially incorrect technical guidance: solid red LED on WHW03 after reset should be solid purple per KB. Incorrect reset duration of 20–30 seconds instead of 10 seconds.

#LTS00131389

Improvement

Note: Incorrect use of 5‑press method as a reset for MBE7000; correct procedure is power cycle and wait for solid white. Failed to verify WAN/internet connection before troubleshooting mesh nodes.

#LTS00094375

Strength

Note: Provided accurate compatibility information per Velop mesh compatibility KB for WHW01P with MR9600. Confirmed ongoing support status.

#LTS00105961

Coaching Moments

Improvement

“This call is not recorded.”

Note: Contradicted call recording policy—stated calls are monitored at IVR but later claimed “this call is not recorded,” undermining trust and compliance.

#LTS00130956

Improvement

“Live support is no longer available.”

Note: Stated “live support is no longer available” while actively providing paid support, creating confusion and potentially misleading the customer.

#LTS00130894

Escalation Lessons: What L2 Did

No escalation learning cases were logged this week.

Coach Appendix

• Top trend: Extended handle times on SETUP and CONNECTIVITY issues, often tied to incomplete diagnostics and factual inaccuracies around LED behavior and reset procedures.
• Key pattern: Multiple instances of incorrect technical guidance (LED states, reset methods) and premature escalation/paid‑support offers without exhausting free self‑help paths.
• Actionable note: Prioritize KB validation for LED interpretations and reset steps; ensure basic connectivity checks are completed before escalating or charging for support.

This Week's Calls