johnclark.labadan@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 |
|---|---|---|---|---|---|
| 13 | 30m 33s | WHW03 | CONNECTIVITY | 11 | 8 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.70 | 13 |
| Protocol | 1.70 | 13 |
| Communication | 2.20 | 13 |
| Overall | 2.20 | 13 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| LN | 1 | 69m 55s | 2.80 | 2.00 | 2.00 | 2.00 | Outlier: 4.6x weekly median handle time |
| WHW | 4 | 50m 11s | 2.35 | 1.25 | 1.75 | 2.50 | Outlier: 3.3x weekly median handle time |
| MX | 2 | 27m 0s | 1.50 | 4.00 | 2.00 | 1.00 | Outlier: 1.8x weekly median handle time |
| MBE | 1 | 17m 15s | 3.00 | 4.00 | 2.00 | 2.00 | |
| MR | 1 | 13m 17s | 3.20 | 5.00 | 3.00 | 2.00 | |
| OTHER | 1 | 12m 51s | 1.50 | 5.00 | 2.00 | 2.00 | |
| SPN | 1 | 11m 37s | 1.30 | 1.00 | 1.00 | 2.00 | |
| EA | 1 | 3m 42s | 3.00 | 4.00 | 1.00 | 3.00 |
Key Observations
- LN is the slowest family at 69m 55s; outlier: 4.6x weekly median handle time.
- WHW is the slowest family at 50m 11s; outlier: 3.3x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 8 | 25m 44s | 2.20 | 3.00 | 1.80 | 2.10 | ✓ |
| SETUP | 4 | 41m 8s | 2.10 | 2.00 | 1.80 | 2.50 | ✓ |
Week-over-Week Movement
- Accuracy moved up 0.92 vs. last week.
- Protocol moved down 0.25 vs. last week.
- Communication moved up 0.17 vs. last week.
- Average handle time moved down by 23m 47s.
- Family swing: MR handle time moved down by 46m 44s vs. last week.
- Family swing: MX handle time moved down by 20m 07s vs. last week.
What Went Well
- Accurate troubleshooting guidance for mesh node recovery: Applied the correct 5-press reset method for Velop mesh pairing at 00:26:00 (aligned with KB for MX/MR/WHW series).
- Effective remote troubleshooting for connectivity issues: Performed a remote session, reset the MX5300 nodes, added child nodes, disabled band-steering, and manually configured a static IP/DNS on the Xbox.
Growth Opportunities
- Incorrect technical guidance and protocol adherence: Provided incorrect default admin password instruction ('admin admin') at 00:04:00 (KB states 'admin'). Mentioned a non-existent LED color (magenta/pink) at 00:37:00 (Velop LEDs are solid blue, purple, white, red, or blinking white per KB).
- Failure to perform basic troubleshooting and documentation: Failed to collect essential product information (model, serial, warranty). No troubleshooting steps were attempted despite the issue being connectivity-related.
Next Week's Focus
- This week is escalation-heavy, so prioritize case progression, documentation, and L2-ready handoffs.
- Improve protocol adherence and accuracy in troubleshooting guidance
- Ensure correct technical instructions aligned with KB documentation
- Strengthen follow-up and documentation protocols
Technical Accuracy
Improvement
Incorrect default admin password provided, contradicting KB guidance.
Improvement
Incorrect LED color guidance provided, not aligned with documented Velop LED states.
Improvement
Incorrect pairing method provided for SPNM series device.
Improvement
Failure to follow protocol for gathering device details and performing basic troubleshooting.
Improvement
Failure to verify node functionality and document case properly.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
— — Resolved
- Call Outcome: All child nodes are now online (solid green/blue) and the customer's devices can connect to Wi-Fi. No further action required.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-25 15:50:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Escalate for exceeding threshold Approved by Clark'}, {'timestamp': '2026-05-25 15:50:26', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-05-25 17:32:41', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-05-25 17:32:41', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-25 18:24:57', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 1:35 PM MNL 5/26/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Verify issue Cnode is closer to the main node 4 cnodes showing Nodes were reset already I ask if he has the app – doesnt have one I ask if he has a computer – he does Already in the pre login page Ask customer to click the image Ask to enter to admin – invalid Ask to enter a different one – done Will check DF SSID – showing _Velopsetup929 - 20J10M22A10523 _Velopsetup57C – 25F[REDACTED...'}, {'timestamp': '2026-05-25 18:25:56', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
— — Resolved
- Call Outcome: Offered a callback; no schedule set.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-26 23:53:15', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hello leads, Escalating this ticket to L2 unresolved PC Issue: Some of the apps not working like wallmat and amazon she can open it but once she tries to search for product it will say no internet but she also mentioned that everything working other than those apps and Roku TV TS: summary: we tried to power cycle it did not work we reset the router 3x still the same issue we tried to download the app but the cx have hardtime navigating phone tools and apps she managed to get in to the app howeve...'}, {'timestamp': '2026-05-26 23:53:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Advanced TS'}, {'timestamp': '2026-05-26 23:53:42', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-05-27 13:43:56', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 9:43 PM MNL 5/27/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer No one answer Routed to VM Left a message End call'}, {'timestamp': '2026-05-27 14:18:42', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-27 14:24:33', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 10:20 PM MNL 5/27/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer Customer answer Customer no longer want to do some TS Pacify the customer Still, she doesnt want to do more TS Inform customer instead if she wants to continue the TS just give us a call and look for me Customer understood No other concern Closing spiel'}, {'timestamp': '2026-05-27 14:24:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
— — Resolved
- Call Outcome: All devices now have internet connectivity; monitor for 24‑48 hours and call back if problems persist.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-27 13:29:33', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-27 17:23:58', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-05-27 17:23:59', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-27 17:57:24', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "CAT Callback: 12:45 AM MNL 5/28/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Available – yes Got the system last January Sometimes losses connection Phones connect but sometimes it shows no internet Some devices won't connect Xbox and TV are not connected I ask if he has a computer – his checking Open browser – remote access Session ID: [REDACTED_PHONE] Access the UI Able to login Access connectivity Disabled IPV6 – done Added a static DNS 1.1.1.1 and 1.0.0.1..."}, {'timestamp': '2026-05-27 17:57:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
— — Resolved
- Call Outcome: Informed customer that Pro 7 nodes are discontinued and unavailable; advised to monitor Linksys website for future updates. No follow-up path established.
- Level 2 Resolution Steps: [{'timestamp': '2025-05-08 20:27:06', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'switching to Technical Escalations'}, {'timestamp': '2025-05-08 21:32:55', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2025-05-08 21:34:27', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2025-05-14 18:44:44', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Callback'}, {'timestamp': '2025-05-14 18:58:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00075510 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== Phone is ringing and I heart the automatic call back disclaimer I spoke to Obie, Customer said he is not device He already swapped the parent node and willing to proceed another p...'}, {'timestamp': '2025-05-14 18:58:19', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}, {'timestamp': '2025-05-15 18:46:45', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Inbound: [REDACTED_PHONE] Customer called for reconfiguration. He has been using his MBE7000 system for a long time (TE00075510) with 4 MBEs. Last night, 3 nodes turned solid red. He called to configure the network. Current Status: Pnode is solid white, and he wants to reset and start from scratch. Troubleshooting Plan: 1. Reset the Pnode and connect all nodes together, then set up his Wi-Fi name. 2. Reset the Pnode first – done. 3. Reset the child nodes – done. 4. Check the....'}]
- Current Status: Resolved
— — Resolved
- Level 2 Resolution Steps: [{'timestamp': '2026-05-28 14:43:44', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-28 14:44:40', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-05-28 14:44:40', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-28 15:48:49', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 11:10 PM MNL 5/28/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Ask customer to get all the cnodes and bring them closer LAY TS PLAN since customer wants his linksys to be in bridged 2 cnodes is flashing red Inform customer will reset the cnode Offer remote access – agree Able to access the UI Access the UI – check the IP: [REDACTED_PHONE] Enter admin password – done Adding the cnodes using UI Click add wireless cnode - done Cnodes responds – bli...'}, {'timestamp': '2026-05-28 15:48:59', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
Coach Appendix
Weekly pattern unavailable.
Focus points: Improve protocol adherence and accuracy in troubleshooting guidance; Ensure correct technical instructions aligned with KB documentation; Strengthen follow-up and documentation protocols
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00122939 | 2026-05-25 17:34:30+00:00 | 2.80 | OUTBOUND | WHW01 | CONNECTIVITY | All child nodes are now online (solid green/blue) and the customer's devices can connect to Wi-Fi. No further action required. |
| #TE00130963 | 2026-05-27 14:19:23+00:00 | 3.00 | OUTBOUND | EA7430 | CONNECTIVITY | Offered a callback; no schedule set. |
| #LTS00131050 | 2026-05-27 15:47:43+00:00 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | None provided. Call ended without confirmation of fix or clear next step. |
| #TE00123101 | 2026-05-27 16:44:45+00:00 | 2.80 | OUTBOUND | LN11011202 | SETUP | All devices now have internet connectivity; monitor for 24‑48 hours and call back if problems persist. |
| #TE00075510 | 2026-05-27 22:38:05+00:00 | 3.00 | INBOUND | MBE7000 | CONNECTIVITY | Informed customer that Pro 7 nodes are discontinued and unavailable; advised to monitor Linksys website for future updates. No follow-up path established. |
| #LTS00131203 | 2026-05-28 12:02:08+00:00 | 3.00 | INBOUND | WHW03 | SETUP | Node appears solid blue; agent will email KB article for future reference. |
| #LTS00131220 | 2026-05-28 13:29:46+00:00 | 3.20 | INBOUND | MR8300 | CONNECTIVITY | Email with setup instructions to be sent after call. |
| #TE00037591 | 2026-05-28 15:10:14+00:00 | — | OUTBOUND | MX2000 | SETUP | — |
| #TE00131279 | 2026-05-28 16:57:12+00:00 | 1.80 | INBOUND | WHW03 | SETUP | Customer to monitor LED and verify internet connectivity; if still offline, schedule a follow‑up call for proper model verification and further troubleshooting. |
| #TE00131279 | 2026-05-28 17:20:11+00:00 | 1.80 | OUTBOUND | WHW03 | SETUP | Scheduled callback for further troubleshooting; issue remains unresolved. |
| #TE00117836 | 2026-05-29 17:29:33+00:00 | 1.30 | INBOUND | SPNM62CF | CONNECTIVITY | Suggested relocating the node or adding another node; no confirmed fix or valid troubleshooting path provided. |
| #TE00127374 | 2026-05-29 17:49:26+00:00 | 1.50 | INBOUND | MDE7000 | CONNECTIVITY | None provided; agent placed call on hold and did not return with actionable information. |
| #TE00127374 | 2026-05-29 18:04:05+00:00 | 3.00 | OUTBOUND | — | CONNECTIVITY | Email will be sent with details; optional callback offered. |