joziel.licmoan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• RE is the slowest family at 41m 24s; outlier: 2.8x weekly median handle time.
• MX is the slowest family at 31m 2s; outlier: 2.1x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.16 vs. last week.
• Accuracy moved down 0.25 vs. last week.
• Average handle time moved up by 2m 48s.
• Family swing: RE handle time moved up by 31m 02s vs. last week.
• Family swing: EA handle time moved down by 11m 16s vs. last week.
• Family swing: WHW handle time moved up by 8m 07s vs. last week.

What Went Well

Effective use of Linksys app for mesh node recovery

Successfully guided customer through app-based setup, including node addition and network configuration [30:00–34:00].

#LTS00131054

Accurate identification of product models and serial numbers

Collected serial number and correctly identified model (EA6350) at [01:00].

#LTS00130892

Growth Opportunities

Incorrect reset procedures and LED interpretations

Provided incorrect factory reset duration (30 seconds) for WHW03; correct duration is 10 seconds per KB [06:00]. Misinterpreted LED states: amber/amber flashing is not normal operation for WHW03; solid blue is required, [27:00].

#LTS00131054

Failure to collect critical product information

Failed to collect or confirm product model number before issuing model-specific guidance. Did not confirm the correct LED state for a fully online router (solid white on most models).

#LTS00131054

Next Week's Focus

• Verify product model and serial number before providing any troubleshooting steps.
• Use the correct reset duration (10 seconds) for WHW03 and other models as per KB.
• Confirm LED states match expected behavior (solid white for online, solid red for error) before proceeding.
• Practice collecting all required customer information upfront to improve efficiency and accuracy.

Technical Accuracy

Strength

• Correct application of 5-press pairing method for MX6200 mesh recovery.

Successfully guided customer through 5-press reset procedure (correct for MX6200 per KB) [14:00].

#LTS00130613

Improvement

• Incorrect reset duration provided for Velop Pro 6E nodes, leading to potential hardware/software instability.

Instructed a 30-second factory reset hold time (KB specifies ~15 seconds for MX6200) [20:00].

#LTS00130763

• Incorrect LED interpretation during pairing process for MX6200, leading to customer confusion.

Claimed MX6200 should show steady purple during pairing; KB specifies solid blue (Section C).

#LTS00130763

• Incorrect admin URL provided for MX6200, leading to failed access attempts.

Used myrouter.info instead of [REDACTED_PHONE] or myrouter.local for MX series.

#LTS00131070

Coaching Moments

Incorrect reset duration

Instructed a 30-second factory reset hold time (KB specifies ~15 seconds for MX6200) [20:00].

#LTS00130763

Incorrect LED interpretation

Claimed MX6200 should show steady purple during pairing; KB specifies solid blue (Section C).

#LTS00130763

Incorrect admin URL

Used myrouter.info instead of [REDACTED_PHONE] or myrouter.local for MX series.

#LTS00131070

Escalation Lessons: What L2 Did

#TE00023348 — Resolved by Level 2

• What L1 saw: MX6200_intermittent to no internet connection. Customer reported intermittent disconnects more than 10 times everyday, main node will changed into red light.
• Why it escalated: The issue persisted despite L1 troubleshooting, including power cycling and reset procedures. The case was escalated for further diagnostics.
• Related call chain: This was a repeat contact involving multiple agents and attempts at resolution.
• What L2 did: L2 performed advanced troubleshooting, including reviewing system information, attaching working sysinfo, and conducting callback interviews to verify connectivity and LED states.
• Current state: The case is resolved after L2 intervention.
• L1 learning points:

- Collect and verify model, serial number, and warranty status.

- Perform thorough LED state checks and power cycles before escalating.

- Document all troubleshooting steps and customer responses for L2 review.

#TE00131280 — Resolved by Level 2

• What L1 saw: Unable to access some website when connected to the Linksys main wifi but can access when connected to the Extender network.
• Why it escalated: The issue persisted after L1 performed DNS settings and firewall adjustments.
• Related call chain: This was a repeat contact after initial attempts by another agent failed.
• What L2 did: L2 reviewed the case, performed additional troubleshooting, and confirmed resolution after callback.
• Current state: The case is resolved.
• L1 learning points:

- Verify ISP and modem connectivity before troubleshooting router settings.

- Document all changes made during troubleshooting for L2 reference.

- Consider escalating when issues persist after initial troubleshooting.

#TE00131415 — Resolved by Level 2

• What L1 saw: The customers laptop will show “no internet” connected to the extenders wifi. We were able to set up successfully the extender after multiple attempts and other device can connect with internet but only the laptop will show no internet connection.
• Why it escalated: The issue persisted after L1 performed multiple resets, setup via smart wizard, manual setup, router restart, laptop restart, and ipconfig /release and renew.
• Related call chain: This was a repeat contact after initial attempts by L1 failed.
• What L2 did: L2 claimed the ticket, performed callback interviews, and advised the customer to have the computer forget the WiFi and reconnect. The extender was eventually confirmed to be connected with a solid green LED.
• Current state: The case is resolved.
• L1 learning points:

- Perform a full factory reset and re-setup if issues persist after initial troubleshooting.

- Verify that all devices can connect and have internet access.

- Escalate when issues remain unresolved after thorough troubleshooting.

Coach Appendix

• Highest-signal weekly trend: The agent struggled with incorrect reset durations and LED interpretations, leading to unresolved issues and customer confusion. Focus on accurate model-specific guidance and thorough troubleshooting before escalation.
• Recurring technical pattern: Misapplication of reset procedures and LED state expectations, particularly for MX6200 and WHW03 models. This indicates a need for reinforced training on model-specific troubleshooting flows and LED reference materials.
• Evidence: Quotes and notes from calls #LTS00130763, #LTS00131054, and #LTS00131070 highlight repeated instances of incorrect technical guidance.

This Week's Calls

Quote Governance Rules

These rules are MANDATORY and enforced by the pipeline.

FORBIDDEN: You must not invent, paraphrase, or reconstruct any transcript quote. Every quote in this report must come verbatim from coaching_moments_json.transcript_quote or transcript_excerpt — exactly as provided, with no modifications, additions, or omissions.

FORBIDDEN: Do not introduce new text inside quotation marks or blockquotes that was not present in coaching_moments_json.transcript_quote or transcript_excerpt.

REQUIRED: If both coaching_moments_json and transcript_excerpt are empty or null for an agent, omit evidence quotes in "What Went Well" and state "No transcript highlights available for this week."

REQUIRED: Use only the sanitized transcript_quote values provided — PII has already been redacted by the pipeline. Do not attempt to restore any [REDACTED] token.

Analysis Rules

• Use only evidence present in the provided JSON. Do not infer beyond what is present.
• Lead with What Went Well before Growth Opportunities — this order is required.
• For improvement areas: describe what "good" looks like operationally. Name the concrete behavior change, not just what went wrong.
• Never use punitive, disciplinary, performance-improvement-plan, or HR-adjacent language.
• Keep the report scannable. An agent should be able to read it in 5 minutes.
• If score data is limited (fewer than 3 calls), note this caveat briefly under the Scorecard.
• Do not recommend workforce or staffing actions of any kind.

Coach Appendix

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