johnclark.labadan@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 30m 46s; outlier: 2.9x weekly median handle time.
• MX is the slowest family at 25m 31s; outlier: 2.4x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve protocol adherence: consistently collect model, serial number, and warranty status.
• Enhance troubleshooting structure: follow KB-guided flows and verify resolution before closing calls.
• Reduce technical inaccuracies: review KB articles for reset procedures, LED behaviors, and admin credentials.
• Improve follow-up planning: schedule callbacks or escalations for unresolved issues.

What Went Well

1. Polite and professional communication

> "Thank you so much for that feedback. How about the connection? Yeah, go ahead, Pete."

#TE00131279

The agent maintained a respectful tone even when the customer self-resolved, acknowledging their effort and offering further assistance.

1. Technically accurate mesh node guidance

> "As long as it can detect a signal, you can add another node for Wi‑Fi coverage in that specific area."

#TE00131279

Provided clear, KB-aligned advice on mesh network behavior, reinforcing best practices for node placement and signal detection.

Growth Opportunities

1. Consistent device information collection

> "Am I talking to Mr. Exale? All right. So, you're following up regarding your ticket..."

#TE00110879

Next step: Always open calls by confirming the customer’s identity, then immediately request model, serial number, and warranty status. This prevents redundant callbacks and enables targeted troubleshooting.

1. Structured troubleshooting and resolution verification

> "I’m gonna end this call and process another callback since I don’t get any response."

#TE00131625

Next step: When customer responsiveness is an issue, document the attempt, schedule a concrete callback time, and outline specific troubleshooting steps for the next contact (e.g., "We’ll verify WAN LED and retest connectivity at 2 PM today").

Next Week's Focus

• Start every call with model/serial/warranty collection – treat this as a non-negotiable protocol step.
• Use KB-guided troubleshooting flows – follow documented steps for WAN LED checks, admin access, and firmware validation before escalating.
• Confirm resolution before closing – verify internet connectivity, node status, and functional Wi‑Fi with the customer.
• Schedule follow-ups with clear timelines – e.g., "I’ll call back in 30 minutes to confirm the node is solid blue."

Technical Accuracy

Improvement

• Agent failed to collect model, serial number, or warranty status, violating protocol. No troubleshooting steps were performed to isolate the issue (e.g., WAN LED check, admin login).

#LTS00131838

Improvement

• Provided incorrect reset procedure: stated LED goes red → no light → blue, but MX5300 resets to solid white. Also gave wrong default admin password format (‘Capital A then dmin1234!’).

#LTS00131838

Improvement

• Provided incorrect reset duration (2 seconds instead of 10–15 seconds) and misinterpreted LED colors (referred to ‘solid red’ when customer described ‘blinking purple/blue’).

#TE00132214

Improvement

• Provided incorrect URL syntax (‘semicolon’ instead of colon in HTTP://), leading to failed login attempts. Also gave incorrect Ethernet backhaul instructions (child node’s internet port to parent’s LAN port).

#LTS00132438

Improvement

• Did not verify WAN LED state or ISP service status, critical for internet connectivity issues. Call ended without resolution or follow-up plan.

#LTS00132438

Coaching Moments

Improvement

"This is regarding with your Linksys router... I believe you also tried to connective the, which to a different outlet, with the still the same."

#TE00132002

Failed to collect product model or serial number. Standardize opening scripts to gather these details before troubleshooting.

Improvement

"Are you still in the line? Hello, sir Daniel. Are you still in the line? I cannot hear you right now."

#TE00131625

Poor call control during customer silence. Use hold music or explicit messaging (e.g., "One moment while I check your account") to manage expectations.

Escalation Lessons: What L2 Did

#TE00110879 — Pending with Level 2

• What L1 saw: MBE7000 mesh system with child node (WHW01) disconnected after storm. Customer reported solid red LED and no internet.
• Why it escalated: Exceeded troubleshooting threshold after multiple resets and configuration attempts failed.
• What L2 did: Verified WAN LED, accessed router UI, and attempted firmware updates. Discovered hardware fault in the child node.
• Current state: Pending customer callback for hardware replacement approval.
• L1 learning points:

1. Always collect model/serial/firmware version before troubleshooting.

2. Check WAN LED color and stability (solid green = good).

3. Document every step taken (resets, re-add attempts) for L2 handoff.

#TE00132214 — Resolved by Level 2

• What L1 saw: WHW03 mesh parent node solid red after storm; child nodes flashing red. Customer paid for expedited support.
• Why it escalated: L1 exceeded threshold after 1h 46m of troubleshooting without resolution.
• What L2 did: Swapped parent node, performed 10-second reset, re-added child nodes via app. Confirmed solid blue LEDs and internet restore.
• Current state: Resolved.
• L1 learning points:

1. For solid red parent nodes, try swapping nodes before resetting.

2. Use 10-second reset (not 2-second) for WHW03.

3. Verify child node addition via app, not just LED color.

Coach Appendix

Weekly Trend Summary

John’s accuracy improved this week (+0.41), but protocol adherence dipped (-0.17). The largest time sink remains MX/WHW mesh cases, where handle times are 2.4–2.9x the weekly median. Key gaps include inconsistent model/serial collection and incomplete troubleshooting documentation.

Recurring Patterns

• Protocol misses: Model/serial not captured in 5/12 calls.
• Technical inaccuracies: Reset procedures and LED interpretations misaligned with KB.
• Follow-up gaps: 8/12 unresolved calls lacked concrete next steps.

Next Coaching Focus

1. Role-play model/serial collection in the first 30 seconds of every call.
2. Review KB articles for MX/WHW reset procedures and LED meanings.
3. Practice structuring escalation notes with timestamps, steps taken, and L2 handoff details.

This Week's Calls