gerlie.miguello@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MBE is the slowest family at 39m 12s; outlier: 2.6x weekly median handle time.
• WHW is the slowest family at 32m 40s; outlier: 2.2x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.39 vs. last week.
• Accuracy moved down 0.32 vs. last week.
• Average handle time moved down by 1m 54s.
• Family swing: EA handle time moved down by 14m 45s vs. last week.
• Family swing: WHW handle time moved down by 9m 57s vs. last week.
• Family swing: E handle time moved up by 7m 58s vs. last week.

What Went Well

1. Accurate product identification

> "MX6200 mesh system with two nodes – parent node solid white, child node red/blinking."

#LTS00131212

1. Clear self-help pathways

> "I’ll email a step-by-step guide to separate 2.4 GHz and 5 GHz bands. Let me know if you need paid support."

#LTS00130885

1. Effective escalation handoffs

> "Escalated to Level 2 with logs submitted. Callback scheduled for 24–48 hours."

#LTS00117507

Growth Opportunities

1. Technical instruction precision

> "Held reset for 15 seconds – should be 10 seconds for WHW03 nodes. Solid purple LED expected post-reset, not solid blue."

#LTS00131224

Next step: Use model-specific reset durations (10s for WHW/MX, 15s for MBE) and verify LED states against KB.

1. Protocol adherence

> "No WAN cable check or modem reboot attempted despite ‘no internet’ symptom."

#LTS00130720

Next step: Always validate upstream connectivity (modem lights, Ethernet link) before proceeding to router-level troubleshooting.

Next Week's Focus

1. WAN validation checklist – Confirm modem status, Ethernet link, and ISP handoff on every “no internet” call.
2. Model-specific reset guide – Memorize reset durations (10s WHW/MX, 15s MBE) and LED expectations (purple ready, white online).
3. Case documentation – Create HappyFox tickets for all unresolved issues and log serial numbers/warranty status.
4. Escalation readiness – Prepare concise L2 handoff notes with symptoms, diagnostics performed, and customer constraints.

Technical Accuracy

Improvement

• Incorrect reset duration for WHW03

> "Hold the reset button for 15 seconds until the LED turns solid purple."

#LTS00131224

Note: WHW03 requires 10-second reset; 15 seconds risks firmware corruption. Solid purple = ready, not online.

Improvement

• Missing WAN validation

> "Customer’s modem works when connected directly – no further WAN checks performed."

#LTS00130720

Note: WAN/dhcp misconfigurations are common on EA series; always verify IP assignment and gateway reachability.

Improvement

• Incorrect IP guidance

> "Access the router at myrouter.info – actually should be [REDACTED_PHONE] or myrouter.local."

#TE00130829

Note: myrouter.info redirects to ISP login; local IPs required for direct access.

Coaching Moments

Strength

• Patient explanation of mesh topology

> "Parent node must remain wired to modem; child nodes can use backhaul via Ethernet or Wi-Fi."

#LTS00131398

Note: Clear distinction between backhaul types prevents customer confusion.

Improvement

• LED state misinterpretation

> "Solid blue means the node is ready – should be solid purple for WHW03."

#LTS00131224

Note: WHW03 uses solid purple for ready; solid blue indicates internet connectivity.

Escalation Lessons: What L2 Did

#TE00130750 — Resolved by Level 2

• What L1 saw: MR20EC with purple LED (invalid state), Wi‑Fi connectivity failures, out‑of‑warranty.
• Why it escalated: Payment failure for paid support; no self‑help path provided.
• What L2 did: Validated LED meaning (purple = Velop-specific, not MR), guided payment retry, and offered callback.
• Current state: Resolved after payment processed.
• L1 learning points:

1. Confirm LED meanings per device family (MR uses solid blue, not purple).

2. Offer alternative payment methods if initial failure occurs.

3. Provide immediate self‑help steps (e.g., factory reset) before payment requests.

#TE00130829 — Resolved by Level 2

• What L1 saw: WHW03 child node solid red, wired backhaul reported as Wi‑Fi in app.
• Why it escalated: Inconsistent device status reporting and app behavior.
• What L2 did: Verified backhaul via router UI, performed 10-second reset, and re-paired node using pair button.
• Current state: Resolved.
• L1 learning points:

1. Use router UI (not app) to confirm backhaul type (wired vs. Wi‑Fi).

2. For WHW03, use 10-second reset + pair button (not 5-press).

3. Document node serial numbers and signal strengths for L2 handoff.

Coach Appendix

High-signal trend: Protocol gaps in WAN validation and model-specific guidance dominate unresolved cases. Focus next week on structured WAN checks (modem lights, Ethernet link, IP assignment) and model-specific reset/LED references. The MBE/WHW handle-time outliers suggest deep-dive coaching on mesh diagnostics for these families.

This Week's Calls