weiyu.zeng@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• OTHER is one of the slowest families at 22m 4s.
• MBE is one of the slowest families at 16m 39s.

Problem Categories

Week-over-Week Movement

• Improve accuracy in troubleshooting steps (e.g., correct reset durations, admin URLs).
• Reduce repetitive or ineffective troubleshooting loops.
• Ensure timely follow-up and clear communication during escalations.

What Went Well

• Warranty claim initiation

> Collected essential customer information (name, phone, email, serial number, purchase channel, and date). Initiated a valid warranty claim for hardware replacement, aligning with support protocol for in-warranty devices.

#LTS00131007

• Customer information collection

> Collected serial number, purchase date, store, phone, and email accurately.

#LTS00131160

Growth Opportunities

• Correct reset guidance and terminology

> Provided wrong reset duration for MX6200 (~20s instead of ~10s per KB). Used non-existent term 'Nauta' multiple times, creating confusion.

#LTS00131160

What better looks like: Use the correct reset duration (~10 seconds) and avoid non-standard terms. Confirm the device model before instructing resets and double-check KB for model-specific steps.

• Accurate admin URL identification and basic troubleshooting

> Failed to identify the correct admin URL for MBE7000 (should be http://myrouter.info, not [REDACTED_PHONE]). Skipped basic troubleshooting steps (power-cycle, LAN check, IP verification via app).

#LTS00131189

What better looks like: Always verify the correct admin URL for the device model and guide customers through basic connectivity checks (power-cycle, LAN cable, IP verification) before escalating.

Next Week's Focus

• Practice and confirm model-specific reset durations before guiding customers.
• Always verify the correct admin URL for the device model and have it ready to share.
• Incorporate basic connectivity checks (power-cycle, LAN verification, IP check via app) into every hardware troubleshooting flow.
• Reduce repetitive or ineffective troubleshooting loops by confirming progress after each step.

Technical Accuracy

• Improvement

> Provided wrong reset duration for MX6200 (~20s instead of ~10s per KB). Used non-existent term 'Nauta' multiple times, creating confusion.

#LTS00131160

• Improvement

> Failed to identify the correct admin URL for MBE7000 (should be http://myrouter.info, not [REDACTED_PHONE]). Skipped basic troubleshooting steps (power-cycle, LAN check, IP verification via app).

#LTS00131189

• Strength

> Correctly identified hardware fault and initiated valid warranty claim for FGW5500. Collected essential customer information (serial, purchase details, contact info).

#LTS00131007

Coaching Moments

No additional coaching moments remain after covering Technical Accuracy.

Escalation Lessons: What L2 Did

#LTS00131007 — Resolved by Level 2

• What L1 saw: Customer reported a red globe light (no signal) and poor Wi-Fi performance on an FGW5500 router. L1 performed a reset, attempted to locate the Wi-Fi SSID, and concluded hardware failure.
• Why it escalated: L1 did not verify SIM card status or WAN connection, skipped critical steps like modem power-cycle and firmware check, and provided unclear reset duration instructions.
• Related call chain: This was the initial contact; no prior calls.
• What L2 did: L2 reviewed the case, confirmed hardware fault, and initiated a warranty claim. They guided the customer to email photos of the device serial label and receipt for claim approval.
• Current state: Resolved — warranty claim opened, awaiting customer submission of photos and receipt.
• L1 learning points:

1. Always verify WAN/SIM status and perform a modem power-cycle for 4G/5G routers.

2. Use the correct reset duration (10–15 seconds) and confirm it with the customer.

3. Acknowledge customer frustration and offer expedited follow-up if delays are anticipated.

#LTS00131160 — Resolved by Level 2

• What L1 saw: MX6200 Velop 6E failing to broadcast its Wi-Fi SSID. L1 performed incorrect reset guidance and repetitive power cycles.
• Why it escalated: L1 used an incorrect reset duration (~20s instead of ~10s) and introduced confusion with non-existent terms ('Nauta'). No warranty verification was performed before initiating replacement.
• Related call chain: This was the initial contact; no prior calls.
• What L2 did: L2 reviewed the case, confirmed hardware fault, and initiated a warranty claim. They requested the customer to provide serial number, purchase details, and interface screenshots.
• Current state: Resolved — warranty claim opened, awaiting customer submission of required documents.
• L1 learning points:

1. Use model-specific reset durations and verify them against KB before instructing customers.

2. Avoid using non-standard or confusing terminology.

3. Verify warranty status before initiating hardware replacement processes.

Coach Appendix

• The week’s most significant trend is a drop in accuracy and communication scores, primarily driven by incorrect troubleshooting guidance (reset durations, admin URLs) and repetitive steps without diagnostic purpose. Focus next week on reinforcing model-specific knowledge and structured troubleshooting flows to improve accuracy and customer experience.

This Week's Calls