albertdominic.roa@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 93m 39s; outlier: 6.4x weekly median handle time.
• MX is one of the slowest families at 18m 52s.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.33 vs. last week.
• Protocol moved up 0.17 vs. last week.
• Communication moved down 0.39 vs. last week.
• Average handle time moved up by 8m 20s.

What Went Well

1. Accurate email delivery confirmation

> “You data, you should receive it any minute now. Yes, I actually got it correctly.”

#RR00098345

You persisted until the customer confirmed receipt, ensuring operational closure.

1. Effective mesh-node recovery

> “Successfully guided customer through 5-press pairing method, which is valid for WHW03 mesh recovery.”

#LTS00131508

Your hands-on troubleshooting brought two nodes online, demonstrating strong technical ownership.

Growth Opportunities

1. Verify account modifications before confirmation

> “Agent falsely claimed the email change was already completed without system verification or customer confirmation.”

#TE00122564

Next step: Always confirm account changes in the system and with the customer before closing. Use the “Verify Account” KB step for email updates.

1. Apply KB-guided troubleshooting for red-light nodes

> “No troubleshooting steps offered for red-light node (reset, LED guide, pairing) — KB clearly indicates red LED requires action.”

#TE00059604

Next step: For red-light mesh nodes, start with a 10–15 second reset, then re-pair using the 5-press method. Document LED behavior at each step.

Next Week's Focus

• Before closing account changes: Verify in-system and confirm with the customer.
• For red-light mesh nodes: Reset (10–15 sec), re-pair, and document LED transitions.
• Improve protocol adherence: Use the “Troubleshooting Flow” checklist for SETUP cases.
• Enhance escalation handoffs: Include symptom details, model/serial, and steps already tried.

Technical Accuracy

Improvement

Agent claimed email change was completed without verifying in the system or confirming with the customer. This violates security protocol and KB guidance for account modifications.

#TE00122564

Improvement

Agent provided an invalid IP address ('192.PeriodSources'), which is not a valid IP and not found in any Linksys KB. This misinformation could mislead the customer and violate troubleshooting protocols.

#LTS00090234

Improvement

Failed to follow standard mesh-node troubleshooting flow for red-light symptom (reset, LED interpretation, pairing). KB provides clear steps for red-light nodes, which were not attempted.

#TE00059604

Strength

Correctly applied 5-press pairing method for WHW03 mesh recovery, aligning with KB guidance. This demonstrates accurate technical execution for mesh node recovery.

#LTS00131508

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00122564 — Resolved by Level 2

• What L1 saw: Customer requested email change on MX6200 account; L1 falsely claimed it was already completed.
• Why it escalated: L1 provided misleading information and failed security protocol (no verification).
• What L2 did: Verified account, confirmed email was not updated, changed it correctly, and validated with the customer.
• Current state: Resolved.
• L1 learning points:

1. Always verify account changes in the system before confirming.

2. Use the “Verify Account” KB step for email updates.

3. Never assume changes were made without customer confirmation.

#TE00130897 — Resolved by Level 2

• What L1 saw: MR2000 setup issue; customer couldn’t access app after enabling bridge mode.
• Why it escalated: L1 provided no troubleshooting and prematurely escalated.
• What L2 did: Guided customer through factory reset, re-pairing, and app reinstallation. Confirmed router LED status and network connectivity.
• Current state: Resolved.
• L1 learning points:

1. For MR2000 setup, start with factory reset (hold reset button 10–15 sec).

2. Verify LED color after reset (solid blue = ready).

3. Walk through app installation step-by-step before escalating.

#TE00059604 — Resolved by Level 2

• What L1 saw: MX4200 mesh node showed solid red LED after power outage.
• Why it escalated: L1 collected no device details and skipped KB steps.
• What L2 did: Instructed customer to reset node (10–15 sec), reposition away from interference, and re-pair using 5-press method on parent.
• Current state: Resolved.
• L1 learning points:

1. For red-light mesh nodes, reset first (10–15 sec).

2. Check parent node signal strength and node placement.

3. Use 5-press pairing on parent to re-add the node.

Coach Appendix

High-signal trend: Repeated protocol gaps in SETUP and CONNECTIVITY categories (6/8 calls scored ≤2.0). Focus next week on structured troubleshooting flows and KB validation before escalation.

Recurring pattern: Premature escalations without basic triage (e.g., resets, model verification). Prioritize in-flight troubleshooting before handing off.*

This Week's Calls