jorgenathaniel.amores@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 34m 7s; outlier: 2.4x weekly median handle time.
• MR is the slowest family at 22m 40s; outlier: 1.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.31 vs. last week.
• Communication moved down 0.24 vs. last week.
• Family swing: OTHER handle time moved down by 23m 20s vs. last week.
• Family swing: MX handle time moved up by 15m 37s vs. last week.
• Family swing: WHW handle time moved down by 15m 28s vs. last week.

What Went Well

1. Accurate EA Series Wi-Fi Password Guidance

> > The network key printed on the router label is the Wi‑Fi password for EA Series devices.

#LTS00130936

1. Effective Third-Party VPN Diagnosis

> > The Express VPN app—not the router or ISP—was the source of disconnection.

#LTS00128564

Growth Opportunities

1. Correct LED and Reset Guidance for MX2000

> > Incorrectly claimed MX2000 shows solid magenta/pink LEDs during setup (KB: MX2000 LEDs are purple/white/red only).

#TE00130794

Next step: Use KB-defined LED states and 10‑second reset duration for MX2000.

1. Avoid Premature Paid Support Offers

> > Offered $15 advanced support before completing basic diagnosis and without confirming warranty status.

#LTS00130784

Next step: Complete protocol-compliant troubleshooting first; reserve paid offers for unresolved cases.

Next Week's Focus

1. Verify WAN connectivity before suggesting resets on MX/MR/WHW systems.
2. Use KB-defined LED interpretations (e.g., MX2000: purple = online, red = error).
3. Collect model/serial numbers in the first 30 seconds of every call.
4. Reserve paid support for cases where self-help and standard diagnostics fail.

Technical Accuracy

Improvement

Used 30-second reset duration (KB specifies 10 seconds for Velop MX2000) and misinterpreted LED states (claimed magenta/pink = setup readiness).

#TE00130794

Improvement

Provided materially false technical claim contradicting KB guidance on Wi‑Fi troubleshooting (Windows system folder paths).

#LTS00130945

Coaching Moments

Strength

Call #LTS00130936

Technical advice was fully accurate per KB (EA Series Wi‑Fi password = network key on label).

Improvement

Call #LTS00130784

Failed to perform basic troubleshooting (power‑cycle, WAN check, LED interpretation) despite flashing red LED.

#LTS00130784

Improvement

Call #LTS00130945

Materially false technical guidance: instructed customer to search for non-existent Windows system folders.

#LTS00130945

Escalation Lessons: What L2 Did

#TE00130794 — Resolved by Level 2

• What L1 saw: Mesh nodes would not pair; lights showing magenta/red/blue; no internet.
• Why it escalated: L1 provided no concrete fix, escalation path, or self-help resources.
• What L2 did: Verified WAN connectivity, used correct 10‑second reset, and applied 5‑press pairing (valid for LN/MX6200, not MX2000).
• Current state: Resolved.
• L1 learning points:

1. Confirm WAN status before resets.

2. Use model‑specific reset durations (10s for MX2000).

3. Document LED states and troubleshooting steps.

#TE00131295 — Resolved by Level 2

• What L1 saw: Unable to access WebUI; blank screen on [REDACTED_PHONE].
• Why it escalated: Vague escalation with no case number or self-help path.
• What L2 did: Guided customer through incognito mode, verified router LEDs, and confirmed ISP service.
• Current state: Resolved.
• L1 learning points:

1. Correct IP addresses ([REDACTED_PHONE] or [REDACTED_PHONE]).

2. Use incognito mode for browser issues.

3. Provide clear next steps before escalation.

Coach Appendix

High-level trend: Frontline-heavy week with MX/MR handle times 2–3x median. Accuracy improved, but communication and protocol compliance need focus. Key recurring issues:

• LED misinterpretation (MX2000, WHW03)
• Premature paid support offers
• Incomplete model/serial collection

This Week's Calls

(Full table available in Coach Appendix)