jeraldjun.villanubos@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 36m 8s; outlier: 2.1x weekly median handle time.
• MR is the slowest family at 34m 11s; outlier: 2.0x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve technical accuracy and adherence to KB guidance
• Enhance troubleshooting completeness and protocol compliance
• Reduce premature paid support offers without proper verification

What Went Well

Effective troubleshooting guidance

Successfully guided customer to use the five-digit recovery key to reset admin password and corrected the WAN cable misconnection, restoring internet.

#LTS00131633

Patient and empathetic communication

Remained patient and empathetic with a nervous, elderly customer experiencing stress.

#LTS00132419

Growth Opportunities

Technical accuracy and protocol adherence

Provided incorrect IP address for router login and requested payment before confirming warranty or eligibility, violating support protocol.

#LTS00131633

Next Step: Always verify warranty status before requesting payment and use correct KB-guided IPs for router access.

Incomplete troubleshooting steps

Failed to follow structured hardware troubleshooting flow and did not validate LED behavior per model-specific KB.

#LTS00095544

Next Step: Implement a step-by-step hardware diagnostic flow, including LED checks and proper reset procedures.

Next Week's Focus

• Verify warranty status before any payment requests to ensure compliance and customer trust.
• Use model-specific KB guidance for LED behavior and reset procedures to improve accuracy.
• Implement structured troubleshooting flows for hardware issues, ensuring all steps are followed and validated.
• Enhance communication clarity by avoiding jargon and confirming understanding at each step.

Technical Accuracy

Improvement

Provided incorrect IP address ([REDACTED_PHONE]) for router login, contradicting KB guidance ([REDACTED_PHONE]).

#LTS00131633

Improvement

Used 5-press pairing method (timestamp [35:00]) which is not valid for MR7500 per KB (universal_mesh_full_rebuild.md Section B). Gave conflicting LED guidance: claimed solid purple was expected (timestamp [24:00]), but MR7500 should show flashing red during reset (led_cog_mesh_group_d_spnm60_62.md).

#LTS00131680

Improvement

Falsely stated that the Linksys cloud server is discontinued (02:00) — contradicts current KB and product support status. No factory reset instructions were given despite customer asking 'how do I do that?' (04:00). Correct procedure is 10-second reset button hold per KB.

#LTS00131877

Improvement

Incorrectly stated that EA7430 has no recovery key, which is false per KB. Failed to provide factory-reset instructions, the correct recovery method for admin password issues.

#LTS00131877

Improvement

Agent directed customer to support.lg.com (timestamp 07:00), a non-Linksys, non-functional URL for this issue. No mesh-rebuild steps (reset, 5-press, pair button) were provided despite red LED symptom (timestamp 06:00).

#LTS00076979

Coaching Moments

Strength

Successfully guided customer to use the five-digit recovery key to reset admin password at [16:00]. Identified and corrected the WAN cable misconnection, restoring internet at [22:00].

#LTS00131633

Strength

Remained patient and empathetic with a nervous, elderly customer experiencing stress.

#LTS00132419

Escalation Lessons: What L2 Did

No escalation learning available this week.

Coach Appendix

• Weekly Trend: Accuracy improved significantly, but handle times increased. Focus on reducing handle times while maintaining accuracy.
• Recurring Patterns: Premature payment requests and incomplete troubleshooting steps. Need to reinforce warranty verification and structured troubleshooting.
• Evidence: As outlined in the main report, particularly in the Technical Accuracy and Growth Opportunities sections.

This Week's Calls