paulo.real@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• EA is the slowest family at 73m 2s; outlier: 2.5x weekly median handle time.
• MX is one of the slowest families at 35m 28s.

Problem Categories

Week-over-Week Movement

• Improve accuracy in technical guidance, especially for factory reset procedures and model-specific instructions.
• Verify warranty status and collect serial numbers before proceeding with troubleshooting.
• Avoid premature closure of calls without confirming resolution.

What Went Well

• Accurate troubleshooting guidance in specific calls

> Successfully guided customer to reset admin password using recovery key and walked customer through Wi-Fi configuration and confirmed final functionality.

#LTS00132152

• Clear communication of refund policy

> Clearly communicated the refund amount offered and apologized for the inconvenience.

#TE00132488

Growth Opportunities

• Incorrect technical guidance and model misidentification

> Agent provided materially incorrect reset procedure: instructed customer to wait for light to turn off before releasing reset button, contradicting KB (should release after solid blue). Misidentified WHW01 child nodes as WHW03.

#LTS00132504

• Failure to verify warranty or collect critical information

> Failed to verify warranty status in the system. Did not request or record serial number or proof of purchase.

#TE00132488

#LTS00132511

Next Week's Focus

• Verify warranty status and collect serial numbers before proceeding with troubleshooting.
• Use the correct 10-second factory reset procedure for WHW03 devices, not the 5-press method.
• Confirm model numbers and avoid misidentification of devices.
• Provide step-by-step instructions for factory resets and validate recovery key use.

Technical Accuracy

• Improvement

> Agent incorrectly claimed EA9500 has no recovery-key option, contrary to KB, and provided false end-of-support date.

#TE00121320

• Improvement

> Agent provided incorrect factory reset duration (20 seconds vs. 10 seconds per KB) and wrong default password guidance ('admin').

#TE00131644

• Improvement

> Agent provided factually incorrect setup guidance, misidentified brand, and falsely claimed EA1200 is unsupported.

#TE00121320

• Improvement

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

#TE00131905

• Improvement

> Agent failed to collect router model and serial number, skipped basic troubleshooting, and did not confirm customer email.

#TE00132129

Coaching Moments

• Improvement

> color of yeah, what's the status light on the on the top of the lynchis router? Yeah, what are the lights that are lit at the top? [silence] Okay. Yeah, because if it's it was on orange, then then that indicates that the router is not properly configured.

#TE00131644

• Improvement

> Okay. So the by default I think this is, oh let me make sure actually. Yeah. So by default it does not have a wireless password you'll have to create a password for this if this is initial setup.

#TE00121320

• Improvement

> Okay. And is that the Linksys router which is connected directly to the modem? Okay. And can I have the model numbers of that router? Is it the W H W three? Yes. The one that is wired to the modem. Okay. Can you...

#TE00131905

Escalation Lessons: What L2 Did

#TE00121320 — Resolved by Level 2

• What L1 saw: MX5500 child node not connecting/adding; primary node working; three WHW01 connected; one MX5500 blinking blue, refuses to connect.
• Why it escalated: L1 suggested full factory reset but did not provide steps or validate recovery key use; no resolution achieved.
• Related call chain: Multiple calls from the same customer showing persistent unresolved issues.
• What L2 did: Performed callback, diagnosed blinking blue as a possible hardware issue, and resolved the case.
• Current state: Resolved.
• L1 learning points:

- Always provide step-by-step factory reset instructions.

- Validate recovery key use before suggesting resets.

- Document troubleshooting steps clearly to avoid repeat contacts.

#TE00131644 — Resolved by Level 2

• What L1 saw: EA8300 showing solid orange light, no internet, cannot access router admin page.
• Why it escalated: L1 provided incorrect factory reset duration and password guidance, ending with ISP referral.
• Related call chain: Escalated after L1 failed to isolate root cause.
• What L2 did: Performed advanced troubleshooting, including isolating router from modem and performing correct resets.
• Current state: Resolved.
• L1 learning points:

- Use correct 10-second factory reset for EA8300.

- Avoid instructing use of 'admin' as default password.

- Confirm router model and serial number before troubleshooting.

#TE00131905 — Resolved by Level 2

• What L1 saw: WHW03 mesh nodes not connecting; LEDs flashing red/purple; cannot access router admin page after new ISP setup.
• Why it escalated: L1 used unsupported 5-press reset and incorrect IP address.
• Related call chain: Escalated after L1 misdiagnosed the issue.
• What L2 did: Provided correct 10-second factory reset, used correct IP address, and verified WAN connection.
• Current state: Resolved.
• L1 learning points:

- Use 10-second factory reset for WHW03, not 5-press.

- Use correct IP address ([REDACTED_PHONE]) or myrouter.info.

- Verify WAN connection before proceeding with configuration.

#TE00132129 — Resolved by Level 2

• What L1 saw: WHW03 unable to access web UI to separate Wi-Fi bands.
• Why it escalated: L1 failed to collect model and serial number, skipped basic troubleshooting.
• Related call chain: Escalated after L1 provided incorrect URL workaround.
• What L2 did: Provided correct direct-URL workaround and suggested factory reset if URL fails.
• Current state: Resolved.
• L1 learning points:

- Collect router model and serial number.

- Verify customer can reach router on local network before suggesting URL.

- Confirm customer email before promising to send information.

#TE00132488 — Resolved by Level 2

• What L1 saw: WUSB6300 v2 intermittent wireless connection; customer asked for refund.
• Why it escalated: L1 did not verify warranty status or collect serial number.
• Related call chain: Escalated after L1 offered refund without proper verification.
• What L2 did: Confirmed product discontinuation, offered prorated refund, and required customer-paid return shipping.
• Current state: Resolved.
• L1 learning points:

- Verify warranty status in the system.

- Collect serial number and proof of purchase.

- Offer proper RMA/return process or manager escalation for dissatisfied customers.

Coach Appendix

• Highest-signal weekly trend: Inconsistent technical guidance and misidentification of device models led to prolonged handle times and lower accuracy scores.
• Recurring pattern: Failure to collect critical information (model, serial number, warranty status) before troubleshooting, leading to repeated escalations and unresolved issues.
• Evidence:

- Incorrect factory reset procedures and model misidentification in multiple calls.

- Lack of warranty verification and serial number collection in refund-related cases.

This Week's Calls