girlyjoy.pocot@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 54m 33s; outlier: 3.2x weekly median handle time.
• E is one of the slowest families at 18m 51s.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.32 vs. last week.
• Communication moved up 0.30 vs. last week.
• Family swing: E handle time moved up by 12m 54s vs. last week.
• Family swing: SPN handle time moved down by 9m 09s vs. last week.

What Went Well

1. Precise mesh pairing guidance

> "For MX6200, press and hold the reset button on the parent until the LED turns solid blue, then press the pair button once."

#LTS00098076

Agent executed KB-compliant 5-press pairing for MX6200, restoring a missing 2.4 GHz network and enabling child-node connectivity.

1. Calm, patient troubleshooting

> "Let’s power-cycle the modem first, wait 10 seconds, then power on the router. Watch the WAN LED – it should blink green within a minute."

#LTS00130895

Clear step-by-step guidance reduced customer frustration during a mesh-reconnection scenario.

Growth Opportunities

1. Validate reset procedures before instructing

> "I’ll email you a 30-second factory reset procedure."

#LTS00130746

Next step: Confirm device model first (e.g., AC7300 requires 10–15 seconds, not 30). Always verify KB reset durations and LED behaviors before advising resets.

1. Systematic data collection

> "Let’s start with the router’s serial number."

#LTS00131431

Next step: Consistently capture product model and serial number before troubleshooting. This enables accurate warranty checks, firmware verification, and targeted guidance.

Next Week's Focus

1. Model/Serial First – Always ask for product model and serial number in the first 30 seconds of every call.
2. Reset Duration Check – Cross-reference KB for exact reset times (e.g., 10–15 seconds for most routers) before instructing customers.
3. WAN Validation – After resets, confirm WAN LED status and internet connectivity before closing calls.
4. Closure Recap – Summarize steps taken, confirm resolution, and schedule follow-up if needed (“I’ll stay on the line while you test connectivity”).

Technical Accuracy

Improvement

• Incorrect factory reset duration (30s vs KB 10–15s) for AC7300

#LTS00130746

Risked incomplete reset; always verify model-specific KB reset times.

Improvement

• Advised “admin” as default password instead of label password

#LTS00101153

Misled customer; reinforce use of label password for initial login.

Improvement

• Incorrect LED guidance (solid purple/hot pink) for mesh nodes

#LTS00130911

Contradicts KB; clarify valid LED states per product family.

Strength

• Accurate hard reset guidance for MX6200

#LTS00130895

KB-aligned steps restored mesh connectivity.

Coaching Moments

Improvement

"The VLP01 nodes are compatible with your MX5500 system."

#LTS00124287

Cross-generation mesh nodes are incompatible; always verify node compatibility before recommending purchases.

Improvement

"Hold the reset button for 15 seconds to factory reset."

#LTS00130911

Inconsistent reset durations confuse customers; standardize to KB-specified times.

Escalation Lessons: What L2 Did

#TE00130787 — Resolved by Level 2

• What L1 saw: Customer couldn’t add a new Velop node; main router showed solid red (WAN loss).
• Why it escalated: L1 provided incorrect 5-press pairing instructions for Velop (app-based setup only) and focused on warranty verification before diagnosing WAN.
• What L2 did:

1. Confirmed WAN cable integrity and modem sync.

2. Guided a factory reset of the main router (10s hold).

3. Re-added nodes via the Linksys app, verifying solid green LEDs.

4. Validated internet access on all devices.

• Current state: Resolved.
• L1 learning points:

1. Check WAN LED and modem sync before node pairing.

2. Use app-based node addition for Velop; avoid 5-press reset unless explicitly instructed.

3. Collect model/serial early to avoid misdirected troubleshooting.

#TE00130963 — Resolved by Level 2

• What L1 saw: EA7430 reported selective app failures (Walmart/Amazon) while other services worked.
• Why it escalated: L1 skipped WAN diagnostics, provided incorrect factory reset duration (30s), and offered paid support before basic checks.
• What L2 did:

1. Verified modem and WAN LED status.

2. Performed a 15s factory reset (KB-correct).

3. Reconfigured Wi‑Fi settings via myrouter.local.

4. Tested connectivity with alternative browser/device.

• Current state: Resolved.
• L1 learning points:

1. Always check WAN LED and modem sync for connectivity issues.

2. Use KB-specified reset durations (15s for EA7430).

3. Offer self-help paths before escalating to paid support.

Coach Appendix

This week’s data shows two key technical gaps: inconsistent reset procedures and incomplete model/serial collection. The frontline-heavy mix (26/28 calls) emphasizes the need for tighter frontline diagnostics – especially for CONNECTIVITY issues dominating handle time. Focus next week on model-specific KB validation and WAN-first troubleshooting to reduce escalation volume.

This Week's Calls