rubierosa.levi@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 |
|---|---|---|---|---|---|
| 7 | 26m 53s | MX2000 | ACCESS | 7 | 2 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.57 | 7 |
| Protocol | 1.71 | 7 |
| Communication | 2.43 | 7 |
| Overall | 1.86 | 7 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| SPN | 2 | 42m 42s | 2.10 | 1.00 | 2.00 | 2.50 | Outlier: 1.5x weekly median handle time |
| MBE | 1 | 37m 30s | 1.80 | 1.00 | 2.00 | 3.00 | |
| MX | 3 | 18m 13s | 1.33 | 2.00 | 1.33 | 2.33 | |
| WHW | 1 | 10m 35s | 3.00 | 2.00 | 2.00 | 2.00 |
Key Observations
- SPN is the slowest family at 42m 42s; outlier: 1.5x weekly median handle time.
- MBE is one of the slowest families at 37m 30s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| ACCESS | 3 | 38m 12s | 1.47 | 1.00 | 2.00 | 2.33 | ✓ |
| SETUP | 1 | 35m 11s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ |
| CONNECTIVITY | 2 | 6m 48s | 2.25 | 3.00 | 1.50 | 2.50 | |
| HARDWARE | 1 | 36m 26s | 3.00 | 1.00 | 2.00 | 3.00 |
Week-over-Week Movement
- Improve technical accuracy in troubleshooting guidance (e.g., correct wiring, reset procedures, admin URLs).
- Enhance model-specific knowledge (e.g., MBE7000 default credentials, MX2000 bridge mode limitations).
- Strengthen protocol adherence (e.g., collect serial numbers, verify warranty status).
What Went Well
- Basic protocol adherence
> Collected essential customer information (name, email, model, serial) — [03:00–06:00].
- Communication clarity
> Agent maintained a polite and professional tone throughout the call.
Growth Opportunities
- Technical accuracy failures
> Incorrectly instructed to connect MX2000 WAN port to Asus LAN port — creates double-NAT topology (KB universal_isp_compatibility.md states WAN should connect to modem/ONT).
- Incorrect troubleshooting guidance
> Provided wrong admin URL ([REDACTED_PHONE]) and reset procedure (20-second press, pink light) for SPNM42 — KB states http://myrouter.info and 10-second press.
Next Week's Focus
- Verify model-specific reset procedures before guiding customers, especially for SPN and MX series devices.
- Confirm WAN port connections for routers behind existing modems or ISPs.
- Collect serial numbers and warranty status early in every call to enable accurate support pathing.
- Practice concise, model-specific troubleshooting for ACCESS and SETUP issues to reduce handle time.
Technical Accuracy
Improvement
Incorrectly instructed to connect MX2000 WAN port to Asus LAN port — creates double-NAT topology (KB universal_isp_compatibility.md states WAN should connect to modem/ONT).
Improvement
Provided wrong default router password ('admin') for MBE7000; correct default is same as Wi-Fi password, username is root [15:00].
Improvement
Provided materially false technical explanation for error 2123, claiming it is caused by a 'merchant file' with 'invalid syntax' and 'wrong code' — no basis in Linksys KB.
Improvement
Failed to recognize and address customer's explicit statement that the child node was not connecting to the parent node — incorrectly validated setup as 'good'.
Coaching Moments
Strength
Agent maintained a polite and professional tone throughout the call.
Improvement
Provided a completely fabricated technical explanation at [11:00], stating error 2123 is due to a 'merchant file' with 'invalid syntax' and 'wrong code'—this is not a real Linksys system component or error cause.
Escalation Lessons: What L2 Did
#TE00130835 — Resolved by Level 2
- What L1 saw: Customer could not log into Linksys app due to incorrect password.
- Why it escalated: L1 provided incorrect admin URLs and reset procedures for SPNM42.
- Related call chain: This was a repeat contact after an earlier unresolved call.
- What L2 did: L2 provided correct admin URL (http://myrouter.info), correct reset procedure (10-second press), and verified warranty status.
- Current state: Resolved.
- L1 learning points:
- Always verify model-specific admin URLs and reset procedures.
- Collect serial number and warranty status early.
- Escalate when unable to resolve after providing correct model-specific guidance.
#TE00130994 — Resolved by Level 2
- What L1 saw: Customer experienced error 2123 in Linksys app and could not log in using router password.
- Why it escalated: L1 provided incorrect technical explanation and failed to offer a valid escalation path.
- Related call chain: This was a repeat contact after an earlier unresolved call.
- What L2 did: L2 requested sysinfo logs, provided correct troubleshooting steps, and escalated to developers for log review.
- Current state: Resolved.
- L1 learning points:
- Avoid providing fabricated technical explanations.
- Offer to collect logs and escalate when customers request developer review.
- Ensure clear next steps and follow-up for unresolved issues.
Coach Appendix
- Highest-signal weekly trend: Persistent technical accuracy failures in SPN and MX series troubleshooting, particularly around WAN port connections, reset procedures, and admin URLs. Focus on model-specific KB validation before guiding customers.
- Recurring pattern: Inability to recognize and address explicit customer statements about unresolved issues (e.g., child node connectivity). Practice active listening and validation of customer-reported symptoms.
- Evidence: All evidence surfaced above; no new transcript quotes introduced.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130689 | 2026-05-25 07:07:09+00:00 | 1.1 | OUTBOUND | MX2000 | SETUP | Customer chose to abandon attempt; no functional configuration achieved. |
| #LTS00130692 | 2026-05-25 08:26:44+00:00 | 1.8 | INBOUND | MBE7000 | ACCESS | Agent promised to email an OpenWRT article; no technical resolution achieved. |
| #TE00130835 | 2026-05-26 10:02:29+00:00 | 1.2 | INBOUND | SPNMX42 | ACCESS | No resolution achieved. Recommend escalation to senior support for correct admin login procedure and warranty verification. |
| #TE00130994 | 2026-05-27 02:31:35+00:00 | 1.4 | INBOUND | MX6200 | ACCESS | None – agent insisted on node restart despite refusal and provided no alternative path. Failed to acknowledge or act on customer's request to have app logs reviewed by developers. |
| #LTS00130683 | 2026-05-27 06:48:13+00:00 | 1.5 | OUTBOUND | MX2001SH | CONNECTIVITY | No resolution. Agent advised customer to call back if further assistance is needed. |
| #LTS00131014 | 2026-05-27 10:13:33+00:00 | 3.0 | INBOUND | SPNM62CF | HARDWARE | Advised customer to contact Community Fiber ISP support; provided two hotline numbers. |
| #LTS00131363 | 2026-05-29 02:56:49+00:00 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Sent KB article via email; customer may call back for paid support if article fails. No technical fix applied. |