joziel.licmoan@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Calls Handled	Avg Handle Time	Top Product	Top Problem	Cases Documented	Cases Escalated
34	18m 22s	MR7350	CONNECTIVITY	34	1

Scorecard

Dimension	This Week	Calls Reviewed
Accuracy	2.70	34
Protocol	2.10	34
Communication	2.60	34
Overall	2.70	34

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
WRT	1	73m 1s	2.80	1.00	2.00	2.00	Outlier: 4.7x weekly median handle time
MX	6	27m 40s	2.50	2.67	2.17	2.83	Outlier: 1.8x weekly median handle time
WHW	4	27m 8s	3.00	3.50	2.25	2.25	Outlier: 1.7x weekly median handle time
LN	1	20m 35s	2.20	4.00	2.00	2.00
MR	6	15m 38s	2.70	2.33	2.33	2.50
EA	7	15m 4s	2.54	2.71	1.86	2.57
E	6	14m 7s	2.75	3.17	1.83	2.50
OTHER	4	9m 12s	2.95	3.25	2.25	3.00
RE	1	3m 57s	1.60	1.00	1.00	2.00

Key Observations

WRT is the slowest family at 73m 1s; outlier: 4.7x weekly median handle time.
MX is the slowest family at 27m 40s; outlier: 1.8x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication
CONNECTIVITY	16	20m 56s	2.60	2.80	2.20	2.70
ACCESS	6	15m 31s	2.50	2.30	2.00	2.70
SETUP	8	21m 53s	2.60	2.60	2.30	2.50
NO TROUBLESHOOTING NEEDED	3	7m 6s	3.30	4.70	2.70	3.00

Week-over-Week Movement

Improve accuracy in technical guidance, especially regarding model-specific procedures (e.g., 5-press pairing, reset durations).
Enhance protocol adherence by consistently collecting serial numbers, model numbers, and verifying warranty status.
Reduce fabricated technical explanations and align guidance strictly with KB articles.

What Went Well

Precise product identification

You consistently identified devices from serial numbers and customer descriptions, enabling accurate guidance.

> "MR7350, is this the model?"

#LTS00086970

Proactive email follow-up

You reliably offered step-by-step instructions via email, giving customers a clear self-help path.

> "I’ll email detailed reset instructions within 5 minutes."

#LTS00131717

Calm, patient explanations

Even in complex cases, you maintained a supportive tone that helped customers feel guided.

> "Let’s walk through this together—first, let’s power-cycle the modem for 3 minutes."

#LTS00131702

Growth Opportunities

Avoid model-specific misconceptions

Some guidance conflicted with KB articles (e.g., 5-press pairing on EA7500, discontinued cloud services).

> "For our newest mesh routers… press the reset button five times for it to go online."

#LTS00132100

Next step: Confirm model compatibility before recommending reset methods. Use KB to verify 5-press applies only to LN/MX/MBE models.

Strengthen protocol completeness

Serial numbers, warranty status, and case documentation were sometimes missed, delaying escalation or follow-up.

> "Who’s your ISP?" (no serial/model collected)

#LTS00131702

Next step: Always capture serial number, model, and warranty status early. Document every step in HappyFox.

Next Week's Focus

Verify model before troubleshooting: Cross-check reset procedures against KB using the exact model (e.g., EA7500 ≠ MX6200).
Standardize opening script: Collect serial number, model, ISP, and warranty status in the first 30 seconds of every call.
Use KB for LED states: Reference KB to explain solid/blue/red LEDs accurately (e.g., WHW03 solid purple = online).
Escalate with context: When escalating, include isolation steps already performed and customer’s POP (Proof of Purchase).

Technical Accuracy

Improvement

Incorrectly claimed the Linksys app was discontinued for WHW03 and suggested a non-existent model (“M4X4X Ray 6220”) instead of guiding through recovery key reset.

#LTS00132051

Improvement

Advised 5-press reset on EA7500, which only applies to LN/MX/MBE models per KB.

#LTS00132100

Improvement

Provided a 30-second reset duration for EA2500 (KB: ~10 seconds) and mentioned “recovery reset,” which EA2500 does not support.

#LTS00132306

Improvement

Introduced unsupported concepts (“device manager,” “communicator files”) with no KB basis.

#LTS00132483

Coaching Moments

Strength

Patiently guided a WHW03 mesh recovery after power cycles failed, ultimately restoring connectivity.

"Let’s reset each node for 10 seconds, then re-pair starting with the parent."

#LTS00132274

Improvement

Misidentified post-reset LED behavior for WHW03 as “magenta/red” instead of solid purple.

"After reset, the lights will turn magenta, like pink, red, or solid red."

#LTS00074179

Escalation Lessons: What L2 Did

#TE00132427 — Pending with Level 2

What L1 saw: MR7500 mesh node flashing blue, SSID not broadcasting after 3+ hours of troubleshooting. Customer (IT professional) insisted on replacement.
Why it escalated: L1 could not verify POP, failed to isolate ISP/modem issues, and customer demanded immediate RMA without warranty validation.
What L2 did:

1. Claimed the ticket and attempted callback (left message).

2. Requested device receipt via email.

3. Noted steady blue LED (normal for MR7500) but did not confirm backhaul signal or perform firmware check.

Current state: Pending customer receipt and L2 diagnosis.
L1 learning points:

1. Before escalation, verify POP and warranty status using serial number.

2. Confirm WAN connectivity and LED meaning (solid blue = online).

3. Document all isolation steps (modem power cycle, LAN/WAN status) in HappyFox.

Coach Appendix

Top trend: Technical inaccuracies (5-press resets, LED states, app availability) and inconsistent protocol adherence (missing serial numbers) drove most score gaps. Focus next week on KB validation for model-specific steps and disciplined data collection at call start.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00086970	2026-06-01 18:04	2.8	INBOUND	MR7350	ACCESS	✓ Likely resolved

| #LTS00074179 | 2026-06-01 18:57