john.pagurayan@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 89m 36s; outlier: 1.9x weekly median handle time.
• OTHER is one of the slowest families at 6m 23s.

Problem Categories

Week-over-Week Movement

• Protocol adherence (formal escalation, case notes)
• Technical documentation (serial numbers, firmware versions)
• Avoid unauthorized remote-access tools

What Went Well

1. Proactive follow-up planning

> I will be sending you an email. My email here that was documented is Kelvin, K-E-L-V-I-N, I think it's Cheng, C-H-E-U-N-G-2-4-7 at gmail.com. I will be asking for the photo of the receipt. Once you receive the email, you just reply with the photo of the receipt.

#TE00128936

The agent scheduled a clear callback and set precise next steps, ensuring continuity after the call.

1. Effective issue isolation

> I believe that's where you have been having problems. So basically, in order for you to have a stable connection, you only just use a 4G-only mode.

#TE00128936

By confirming the customer’s 5G instability and ruling out SIM/network issues, the agent narrowed the problem to a potential hardware compatibility gap.

Growth Opportunities

1. Formal escalation and documentation

> I'll forward your case to the team and see if we have some other recommendation at this point because it seems that the issue has been properly isolated.

#TE00128936

What “good” looks like:

- Log clear case notes in HappyFox before transferring ownership.

- Use the standard escalation form rather than informal handoffs.

- Capture model/serial numbers during the call to avoid delayed requests.

1. Technical data collection

> Let me see here. Do you still have the receipt, by the way? Do you have the receipt, the copy of the receipt?

#TE00128936

What “good” looks like:

- Ask for serial numbers, firmware versions, and purchase details upfront when warranty or replacement is discussed.

- Verify model numbers verbally and document them immediately in the case notes.

Next Week's Focus

• Capture critical identifiers in the first 30 seconds of hardware/replacement calls (model, serial, purchase proof).
• Apply the escalation checklist: document steps, copy L2, set SLA, and confirm next-touch time with the customer.
• For MX mesh cases, practice the “parent-node log + child-node reset” workflow before proposing remote access.
• Avoid redundant requests: if receipt details are already in the case, acknowledge them and move forward.

Technical Accuracy

Improvement

Used non-Linksys remote-access software (Zoho), violating protocol.

#TE00131958

Improvement

Failed to collect serial number despite discussing warranty and replacement, delaying case progression.

#TE00128936

Improvement

Incorrectly stated that speed mismatch between 5G modem port and 1G router port was the root cause, despite auto-negotiation standards.

#TE00131958

Coaching Moments

Improvement

Window or Mac? Ah. Is it a Mac laptop or an iMac? Oh laptop. Is it a Mac book Air or Mac book Pro? Okay. Um, does it have a land port? Because usually the newer laptops. And I have laptors does have a land port right now. Yeah, Thunderbolt port or USB CD foret.

#TE00131958

Note: Excessive probing about customer device specs before confirming basic connectivity tests wastes time. Focus first on router-level diagnostics (WAN speed, LED states) before guiding remote-access setup.

Escalation Lessons: What L2 Did

#TE00128936 — Resolved by Level 2

• What L1 saw: FGMM1000 router reboots when set to 5G mode; only 4G works. Customer provided logs and video.
• Why it escalated: L1 failed to collect serial number, firmware version, or formal case documentation despite discussing warranty replacement.
• Related call chain: This was the third contact for this case; prior L1 attempts lacked traceability.
• What L2 did:

1. Requested model/serial/firmware via email and scheduled a callback.

2. Advised a full factory reset and manual APN configuration for CSL network.

3. Coordinated with Hong Kong dealer for potential warranty replacement.

• Current state: Resolved via dealer replacement path after L2 obtained missing data.
• L1 learning points:

- Capture serial/firmware immediately when warranty is mentioned.

- Document every troubleshooting step and result in HappyFox.

- Use formal escalation path instead of ad-hoc email handoffs.

#TE00131958 — Resolved by Level 2

• What L1 saw: MX6200 mesh nodes flashing red; parent node solid white. Customer has 9 nodes.
• Why it escalated: L1 used unauthorized Zoho remote access and skipped basic checks (internet connectivity, admin-page access).
• Related call chain: This was a follow-up after an unstable remote-session attempt.
• What L2 did:

1. Instructed customer to verify WAN speed directly at modem.

2. Guided replacement of suspect Ethernet cable and reset/re-add kitchen node.

3. Confirmed all nodes remained solid white post-reset.

• Current state: Resolved after cable swap and node reset.
• L1 learning points:

- Always verify internet at modem before node troubleshooting.

- Use Linksys-approved remote tools only.

- Reset one node at a time and confirm stability before proceeding.

#TE00122329 — Pending with Level 2

• What L1 saw: MX4200 node failure; customer claimed prior replacement request in 2024.
• Why it escalated: L1 couldn’t locate prior case/RMA and customer rejected pro-rated refund.
• Related call chain: First contact; no prior documentation found.
• What L2 did:

1. Offered comparable LN1601-AH model as management-approved replacement.

2. Contacted customer for approval but he was unreachable.

3. Prepared email with replacement terms pending reply.

• Current state: Awaiting customer confirmation on LN1601-AH.
• L1 learning points:

- When warranty claims are vague, request order number/DOP and search by customer name + model.

- Document all customer rejections and alternative offers clearly.

- If prior case is missing, note “no record found” and escalate with timeline details.

Coach Appendix

Highest-signal trend: Protocol gaps in escalation and documentation are the primary drivers of delayed resolutions. Three of five cases required L2 intervention due to missing serial numbers, informal handoffs, or unauthorized tools. Focus next week on capture-first (serial/firmware) and escalate-structured (HappyFox notes + SLA confirmation) to reduce repeat contacts.

This Week's Calls