jeraldjun.villanubos@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Calls Handled	Avg Handle Time	Top Product	Top Problem	Cases Documented	Cases Escalated
30	18m 54s	WHW03	CONNECTIVITY	29	4

Scorecard

Dimension	This Week	Calls Reviewed
Accuracy	1.60	30
Protocol	1.50	30
Communication	2.10	30
Overall	2.00	30

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
WRT	2	40m 34s	1.50	1.00	1.50	2.00	Outlier: 2.5x weekly median handle time
MX	6	40m 9s	2.77	1.67	2.00	2.67	Outlier: 2.4x weekly median handle time
EA	10	18m 48s	1.81	1.60	1.40	1.80
WHW	7	16m 45s	2.45	1.83	1.33	2.00
MR	3	16m 16s	2.10	1.00	1.33	2.00
OTHER	3	13m 11s	1.23	1.00	1.33	1.67
E	1	11m 10s	2.10	1.00	3.00	3.00
RE	2	9m 50s	3.30	2.50	2.00	3.00

Key Observations

WRT is the slowest family at 40m 34s; outlier: 2.5x weekly median handle time.
MX is the slowest family at 40m 9s; outlier: 2.4x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	22	20m 8s	1.90	1.50	1.40	2.00	✓
SETUP	4	18m 44s	2.50	2.30	1.80	2.80
ACCESS	3	26m 0s	1.80	1.30	2.00	2.30	✓

Week-over-Week Movement

Overall moved down 0.24 vs. last week.
Accuracy moved down 0.72 vs. last week.
Protocol moved down 0.15 vs. last week.
Average handle time moved up by 2m 16s.
Family swing: WRT handle time moved up by 32m 23s vs. last week.
Family swing: WHW handle time moved up by 8m 52s vs. last week.
Family swing: MR handle time moved up by 5m 19s vs. last week.

What Went Well

Effective troubleshooting guidance for mesh node pairing

> Successfully guided customer through re-adding a mesh node via app and Ethernet connection.

#LTS00130740

Clear guidance on accessing router admin page

> Correctly directed customer to access router admin page at [REDACTED_PHONE].

#LTS00130740

Growth Opportunities

Incorrect technical guidance on reset procedures

> Provided incorrect reset duration (20 seconds) — KB specifies 10–15 seconds for Velop nodes.

#LTS00130740

Next step: Always verify reset times in KB before instructing customers. Use 10–15 seconds for Velop nodes and confirm LED behavior post-reset.

Failure to verify warranty status before offering paid support

> Offered $15 paid support without verifying warranty status for multiple calls.

#LTS00130761

Next step: Check warranty eligibility via CRM before suggesting paid options. Offer self-help resources first for common issues.

Next Week's Focus

Verify reset procedures and LED states for all device families before instructing customers.
Always check warranty status in CRM before offering paid support.
Use structured troubleshooting flows for connectivity issues (WAN check, power cycle, LED validation).
Provide clear, model-specific guidance and avoid generic advice.

Technical Accuracy

Improvement

Incorrect reset procedure provided for WHW03 model.

#LTS00130740

Improvement

Failed to provide correct driver download link for WUSB6300.

#LTS00130791

Improvement

Incorrect default password guidance provided.

#LTS00130796

Improvement

Incorrect router IP provided leading to login failure.

#LTS00130891

Improvement

Incorrect information about firmware updates provided.

#LTS00130971

No dedicated technical accuracy signals were extracted this week. Review the Growth Opportunities and Escalation Lessons sections for technical coaching patterns.

Coaching Moments

Improvement

Provided incorrect reset duration (20 seconds) — KB specifies 10–15 seconds for Velop nodes.

#LTS00130740

Improvement

Offered $15 paid support without verifying warranty status.

#LTS00130761

Escalation Lessons: What L2 Did

#TE00130963 — Resolved by Level 2

What L1 saw: Customer reported selective connectivity issue — specific applications (Walmart, Amazon) and Roku TV were unable to access the internet (error: “No Internet”), while other apps and general browsing were working normally.
Why it escalated: Escalation trigger was not explicit in the available notes.
Related call chain: This was a repeat contact involving multiple L1 agents and an eventual escalation after an earlier closure with an ISP referral.
What L2 did: Level 2 conducted advanced troubleshooting, including firmware re-flash and isolation steps, and ultimately resolved the issue after the customer declined further L1 troubleshooting.
Current state: The case is resolved.
L1 learning points:

1. Collect model/serial/firmware/topology details early.

2. Verify LED state and confirm modem/ISP handoff.

3. Document exact troubleshooting sequence and pivot if steps fail.

#TE00131114 — Resolved by Level 2

What L1 saw: LAPAC1750C lost power and was offline; customer requested instructions on how to troubleshoot.
Why it escalated: The device was EOS (End of Support) and L1 could not provide advanced troubleshooting.
Related call chain: This was a single L1 contact before escalation.
What L2 did: Level 2 confirmed EOS status, provided guidance on basic troubleshooting, and offered to callback if needed.
Current state: The case is resolved.
L1 learning points:

1. Clearly communicate EOS status and limitations.

2. Provide basic troubleshooting steps even for EOS devices.

3. Offer self-help resources or articles when possible.

#TE00131111 — Resolved by Level 2

What L1 saw: EA9300 showed no internet speed despite ISP confirmation; customer had reset the router multiple times.
Why it escalated: L1 could not restore connectivity and escalated for advanced diagnostics.
Related call chain: Multiple L1 contacts involving resets, firmware checks, and eventual escalation.
What L2 did: Level 2 conducted firmware re-flash, WAN diagnostics, and ultimately determined the customer had purchased a new router.
Current state: The case is resolved.
L1 learning points:

1. Verify WAN connectivity and modem status before resetting.

2. Use structured diagnostic flows for connectivity issues.

3. Document all steps and escalate when resolution is not achieved.

#TE00131346 — Resolved by Level 2

What L1 saw: WRT3200ACM had no internet after a modem replacement; customer agreed to paid support.
Why it escalated: L1 could not restore WAN connectivity and escalated for advanced troubleshooting.
Related call chain: Single L1 contact before escalation.
What L2 did: Level 2 performed WAN diagnostics, verified modem activation, and resolved the issue.
Current state: The case is resolved.
L1 learning points:

1. Confirm modem activation and WAN status.

2. Use structured troubleshooting for WAN connectivity.

3. Avoid premature paid support offers; verify eligibility first.

Coach Appendix

Highest-signal weekly trend: Accuracy scores dropped significantly (-0.72) due to inconsistent technical guidance, especially around reset procedures and warranty verification. Focus on model-specific KB validation and structured troubleshooting flows.
Recurring pattern: Multiple instances of offering paid support without verifying warranty status or providing self-help resources first. This risks customer frustration and unnecessary revenue loss.
Evidence: Calls #LTS00130761, #LTS00130796, and #LTS00130891 all show premature paid support offers without eligibility checks or basic troubleshooting attempts.

No additional coach-only appendix material was extracted this week.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130740	2026-05-25 15:40:52+00:00	3.00	INBOUND	WHW01	CONNECTIVITY	Node re-added as child and online with green LED; customer advised to monitor for 24–48 hours and call back if issues recur.
#LTS00130761	2026-05-25 18:46:17+00:00	1.30	INBOUND	VLP01	CONNECTIVITY	Offered to send a generic guide and suggested upgrading to a new router.
#LTS00130775	2026-05-25 20:23:48+00:00	3.60	INBOUND	RE7000	SETUP	Customer received the manual and can follow it to complete router setup independently.
#LTS00130791	2026-05-25 22:10:21+00:00	1.00	INBOUND	WUSB6300	CONNECTIVITY	Agent offered $15,000 paid support with no guarantee; refused supervisor; no valid resolution or next step provided.
#LTS00130796	2026-05-25 23:25:54+00:00	1.90	INBOUND	MR7500	SETUP	Wi-Fi settings updated via local admin page; warranty registration pending receipt submission via email.
#LTS00130883	2026-05-26 15:17:21+00:00	1.40	INBOUND	MR9000	CONNECTIVITY	Offered paid support; no actionable steps provided. Customer opted to replace router.
#LTS00130891	2026-05-26 15:44:15+00:00	3.00	INBOUND	EA7450	CONNECTIVITY	Agent will call the customer back to continue troubleshooting, but no immediate steps or self-help guidance were provided.
#LTS00130900	2026-05-26 16:40:30+00:00	2.80	INBOUND	MX6200	CONNECTIVITY	Main router and booster node are online; customer will place booster within 30 ft of main router.
#LTS00130929	2026-05-26 18:50:06+00:00	3.00	INBOUND	WHW01	CONNECTIVITY	Agent offered $15 paid support; customer declined and hung up. No resolution achieved.
#LTS00130971	2026-05-26 22:09:29+00:00	1.80	INBOUND	EA6300	CONNECTIVITY	Advised customer to buy a new router and offered assistance with setup.
#LTS00130973	2026-05-26 22:18:35+00:00	3.00	INBOUND	RE6400	CONNECTIVITY	Customer will attempt additional troubleshooting independently; no further action taken by agent.
#TE00130963	2026-05-26 22:35:03+00:00	3.00	INBOUND	EA7430	CONNECTIVITY	Offered paid‑hour support and a callback; no technical steps taken.
#TE00130963	2026-05-26 22:42:24+00:00	1.30	OUTBOUND	EA7430	CONNECTIVITY	No resolution achieved. Agent collected payment and ended call without confirming fix or providing a clear next step.
#TE00130963	2026-05-26 22:53:54+00:00	1.80	OUTBOUND	EA7430	CONNECTIVITY	Escalated to Level-2 support for firmware re-flash and advanced troubleshooting. Callback expected within 2–3 hours.
#LTS00131049	2026-05-27 15:15:53+00:00	2.10	INBOUND	E5400	ACCESS	Customer will contact Apple for further assistance; agent offered to call back if needed.
#LTS00131064	2026-05-27 18:01:45+00:00	1.60	INBOUND	WHW03	CONNECTIVITY	No resolution achieved. Customer was misinformed about modem requirements and received no actionable steps for mesh reconfiguration. No follow-up scheduled.
#LTS00131069	2026-05-27 18:43:48+00:00	4.20	INBOUND	MX6200	CONNECTIVITY	All child nodes are now solid white and fully paired; customer can relocate them as desired.
#LTS00131083	2026-05-27 19:18:31+00:00	2.70	INBOUND	WHW03	CONFIGURATION	No actionable steps provided for separating SSIDs. Suggested contacting ISP for mixed-network guidance, but no follow-up path established.
#LTS00131087	2026-05-27 20:11:33+00:00	1.40	INBOUND	EA9500	ACCESS	Agent quoted $15 paid-support fee; no technical fix or self-help path provided.
#LTS00131097	2026-05-27 20:36:27+00:00	3.00	INBOUND	MX8500	CONNECTIVITY	Internet restored after power-cycle; agent speculated on failed firmware update but provided no further action or documentation.
#LTS00131106	2026-05-27 21:34:21+00:00	3.00	INBOUND	WHW01	CONNECTIVITY	Agent will email a simplified setup guide for the Velop system.
#TE00131114	2026-05-27 22:36:52+00:00	1.40	INBOUND	LAPAC1750C	CONNECTIVITY	Escalated to Level 2 support; callback promised within 1‑3 hours.
#LTS00131116	2026-05-27 23:03:26+00:00	1.40	INBOUND	WHW03	CONNECTIVITY	Agent emailed a generic setup guide; customer to review and attempt the reset again. No confirmed fix.
#TE00131111	2026-05-27 23:20:57+00:00	1.60	INBOUND	EA9300	CONNECTIVITY	No resolution achieved; agent did not set follow-up, escalation, or self-help path.
#TE00131111	2026-05-27 23:59:10+00:00	1.00	INBOUND	EA9300	CONNECTIVITY	Call ended without resolution; agent directed to an incorrect website.
#TE00131111	2026-05-28 00:00:00+00:00	1.80	OUTBOUND	EA9300	CONNECTIVITY	Escalated to Level 2 support; provided customer phone number for follow‑up.
#LTS00131243	2026-05-28 15:33:09+00:00	null	INBOUND	WHW03	CONNECTIVITY
#LTS00131252	2026-05-28 15:59:40+00:00	1.80	INBOUND	MX8500	ACCESS	Admin page accessed after reset; 2.4 GHz SSID separated. Customer to test weather-station connectivity independently.
#LTS00131259	2026-05-28 22:03:55+00:00	3.00	INBOUND	MX6200	SETUP	All nodes are now solid white; advise customer to place child nodes in desired locations and use the router-admin password for future logins.
#TE00131346	2026-05-28 22:51:36+00:00	1.60	INBOUND	WRT3200ACM	CONNECTIVITY	Escalated to Level-2 support; callback scheduled.
#LTS00051294	2026-05-28 23:03:26+00:00	1.40	INBOUND	MX8000	ACCESS	Customer will perform a full mesh reset and re-configure the network later.