mikaelhjoshua.anasco@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 |
|---|---|---|---|---|---|
| 22 | 29m 4s | WHW03 | SETUP | 22 | 6 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 22 |
| Protocol | 1.80 | 22 |
| Communication | 2.30 | 22 |
| Overall | 2.20 | 22 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| WHW | 4 | 44m 36s | 2.58 | 2.50 | 1.75 | 2.25 | Outlier: 2.6x weekly median handle time |
| LN | 2 | 43m 32s | 1.70 | 1.00 | 1.50 | 2.50 | Outlier: 2.5x weekly median handle time |
| MX | 5 | 33m 46s | 2.08 | 1.20 | 1.80 | 2.80 | Outlier: 2.0x weekly median handle time |
| MR | 2 | 28m 32s | 1.80 | 2.00 | 2.00 | 2.50 | Outlier: 1.7x weekly median handle time |
| EA | 2 | 17m 8s | 1.60 | 1.00 | 2.00 | 2.00 | |
| SPN | 6 | 13m 46s | 2.42 | 2.67 | 1.83 | 2.67 | |
| E | 1 | 10m 16s | 1.50 | 1.00 | 1.00 | 1.00 | |
| RE | 2 | 8m 19s | 2.15 | 2.00 | 1.00 | 1.50 | |
| OTHER | 1 | 4m 44s | 3.00 | 4.00 | 1.00 | 2.00 |
Key Observations
- WHW is the slowest family at 44m 36s; outlier: 2.6x weekly median handle time.
- LN is the slowest family at 43m 32s; outlier: 2.5x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 8 | 34m 16s | 2.00 | 1.88 | 1.62 | 2.38 | ✓ |
| ACCESS | 7 | 18m 21s | 2.30 | 2.14 | 1.71 | 2.43 | ✓ |
| CONNECTIVITY | 5 | 26m 3s | 2.10 | 1.80 | 1.80 | 2.60 | ✓ |
| GENERAL INQUIRY | 2 | 9m 15s | 2.40 | 3.00 | 2.00 | 1.50 |
Week-over-Week Movement
- Overall moved down 0.26 vs. last week.
- Accuracy moved down 0.18 vs. last week.
- Average handle time moved down by 2m 25s.
- Family swing: WHW handle time moved up by 19m 04s vs. last week.
- Family swing: SPN handle time moved down by 18m 22s vs. last week.
- Family swing: OTHER handle time moved down by 4m 00s vs. last week.
What Went Well
- Effective use of recovery key for app login: Guided customer to use the router admin password and the five-digit recovery key printed on the parent node to reset the app password.
- Persistence in troubleshooting: Agent persisted in trying multiple troubleshooting methods rather than ending the call abruptly.
Growth Opportunities
- Incorrect technical guidance on router setup: Provided materially incorrect technical guidance, including wrong default credentials and false incompatibility claims, failed to offer any valid next steps, and ended the call without resolution or follow-up.
- Failure to verify product model before providing instructions: Failed to confirm product model before giving model-specific steps, leading to ambiguous instructions and potential inaccuracy in default login guidance.
Next Week's Focus
- Verify product model and serial number before providing troubleshooting steps to ensure accurate and relevant guidance.
- Confirm WAN/internet connectivity before troubleshooting mesh nodes, a fundamental diagnostic step per the KB.
- Use clear, step-by-step instructions and validate each step with the customer to improve efficiency and reduce confusion.
- Maintain a polite and patient tone, especially during long silences or customer confusion, to build trust and rapport.
Technical Accuracy
- Improvement: Agent provided factually wrong default admin credentials (admin/admin) for SPNM60 — the correct default is the Wi-Fi password printed on the label.
- Improvement: Agent applied 5-press pairing method to SPNM series router, which is not supported — Pair button method should be used.
- Improvement: Agent incorrectly stated that cognitive-mesh must always remain the parent node and that MX2000 nodes cannot be used as a primary router in a mixed topology. KB explicitly supports MX-series as parent even with cognitive-mesh extenders.
- Improvement: Agent failed to verify WAN/internet connectivity before troubleshooting nodes, a fundamental diagnostic miss per the KB.
- Strength: Agent correctly guided the customer through the recovery key password reset process, which is the proper KB-compliant solution.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00128992 — Resolved by Level 2
- What L1 saw: Multiple mesh nodes flashing red and not connecting to each other, causing loss of Wi-Fi for thermostat, hot water, and security cameras.
- Why it escalated: The agent failed to confirm the product model, provided incorrect guidance (e.g., 'Linux app'), and did not validate WAN connectivity before troubleshooting nodes.
- Related call chain: This was the third contact for the same issue. Previous agents provided inaccurate technical advice and incomplete troubleshooting.
- What L2 did: L2 verified the product model, confirmed WAN connectivity, guided the customer through proper node relocation and LED checks, and used the channel-finder tool to verify firmware versions.
- Current state: Resolved.
- L1 learning points:
- Always confirm the product model before providing troubleshooting steps.
- Verify WAN/internet connectivity before troubleshooting mesh nodes.
- Use the correct app (Linksys app, not 'Linux app') and follow KB guidelines for mesh troubleshooting.
#TE00130712 — Resolved by Level 2
- What L1 saw: Parent node (WHW03) solid red LED, no internet connectivity.
- Why it escalated: The agent provided incorrect technical guidance, failed to validate basic access, repeated ineffective resets, and escalated without confirming modem connectivity or warranty status.
- Related call chain: This was a follow-up call after initial attempts to resolve the issue failed.
- What L2 did: L2 confirmed modem connectivity, guided the customer through proper resets, and verified internet connectivity after each step.
- Current state: Resolved.
- L1 learning points:
- Verify modem connectivity before troubleshooting mesh nodes.
- Use the correct reset procedures for the specific device model.
- Confirm internet connectivity after each troubleshooting step.
#LTS00130844 — Resolved by Level 2
- What L1 saw: Unable to log into the Linksys app / Wants to associate LSWF account with the router.
- Why it escalated: The agent provided incorrect technical guidance, including wrong default credentials and false incompatibility claims, and failed to offer any valid next steps.
- Related call chain: This was the first contact for the issue.
- What L2 did: L2 guided the customer through correct app login procedures, verified the router model, and provided accurate information about app compatibility.
- Current state: Resolved.
- L1 learning points:
- Verify the router model before providing login instructions.
- Use the correct default credentials for the specific router model.
- Provide accurate information about app compatibility and troubleshooting steps.
#LTS00131011 — Resolved by Level 2
- What L1 saw: Wants to use parental control & Access the web UI.
- Why it escalated: The agent provided incorrect technical guidance and failed to walk the customer through the web UI parental-control settings.
- Related call chain: This was the first contact for the issue.
- What L2 did: L2 guided the customer through the web UI parental-control settings and provided accurate information about the router's capabilities.
- Current state: Resolved.
- L1 learning points:
- Verify the router model before providing parental-control instructions.
- Guide the customer through the web UI settings for parental control.
- Provide accurate information about the router's capabilities and limitations.
#TE00123101 — Resolved by Level 2
- What L1 saw: Child nodes got disconnected.
- Why it escalated: The agent provided incorrect technical guidance and failed to confirm the exact model or warranty status before issuing model-specific troubleshooting steps.
- Related call chain: This was the first contact for the issue.
- What L2 did: L2 performed a full mesh rebuild and deeper WAN diagnostics, verified the router model, and guided the customer through proper troubleshooting steps.
- Current state: Resolved.
- L1 learning points:
- Confirm the router model and warranty status before providing troubleshooting steps.
- Perform a full mesh rebuild when nodes are disconnected.
- Verify WAN connectivity before troubleshooting mesh nodes.
#TE00037591 — Resolved by Level 2
- What L1 saw: Reconfiguration / No internet connection.
- Why it escalated: The agent incorrectly concluded PC had no valid IP despite customer confirming internet access and provided incorrect technical guidance.
- Related call chain: This was the first contact for the issue.
- What L2 did: L2 guided the customer through proper troubleshooting steps, verified internet connectivity, and provided accurate information about the router's capabilities.
- Current state: Resolved.
- L1 learning points:
- Verify internet connectivity before concluding issues with the PC.
- Use the correct troubleshooting steps for the specific router model.
- Provide accurate information about the router's capabilities and limitations.
Coach Appendix
- Highest-signal weekly trend: The agent struggled with providing accurate technical guidance, particularly in model-specific troubleshooting and default credential usage. This resulted in escalations and unresolved issues.
- Recurring technical or process pattern: The agent frequently failed to verify product model and warranty status before providing troubleshooting steps, leading to incorrect instructions and customer confusion.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00128992 | 2026-05-25 08:05:22+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | ↑ Escalated |
| #GI00130701 | 2026-05-25 11:36:49+00:00 | 3.00 | OUTBOUND | GENERAL INQUIRY | ✓ Likely resolved | |
| #LTS00130704 | 2026-05-25 12:15:07+00:00 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | ⚠ Closed incorrectly |
| #TE00130712 | 2026-05-25 13:14:18+00:00 | 2.60 | INBOUND | WHW03 | SETUP | ↻ Callback set |
| #TE00130712 | 2026-05-25 14:09:30+00:00 | 1.40 | OUTBOUND | WHW03 | SETUP | ↻ Callback set |
| #LTS00130828 | 2026-05-26 08:51:25+00:00 | 3.30 | INBOUND | WHW0301GC | ACCESS | ✓ Resolved |
| #LTS00130836 | 2026-05-26 09:44:03+00:00 | 3.00 | INBOUND | MX6200 | SETUP | ✓ Likely resolved |
| #GI00130842 | 2026-05-26 11:33:50+00:00 | 3.00 | INBOUND | GENERAL INQUIRY | ⏳ Pending | |
| #LTS00130844 | 2026-05-26 12:19:54+00:00 | 1.30 | INBOUND | SPNM60CF | ACCESS | ⚠ Closed incorrectly |
| #LTS00130847 | 2026-05-26 12:37:35+00:00 | 1.50 | INBOUND | E1200 | CONNECTIVITY | ⚠ Closed incorrectly |
| #LTS00130864 | 2026-05-26 13:32:38+00:00 | 1.40 | INBOUND | EA7300 | ACCESS | ⏳ Pending |
| #LTS00105032 | 2026-05-26 17:01:42+00:00 | 1.30 | INBOUND | RE6300 | ACCESS | ⏳ Pending |
| #LTS00105032 | 2026-05-26 17:06:28+00:00 | 3.00 | INBOUND | RE6300 | ACCESS | ⏳ Pending |
| #LTS00131011 | 2026-05-27 10:01:14+00:00 | 2.80 | INBOUND | SPNM60TB | ACCESS | ⏳ Pending |
| #LTS00131016 | 2026-05-27 10:53:48+00:00 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | ✓ Resolved |
| #TE00123101 | 2026-05-27 12:00:51+00:00 | 1.40 | INBOUND | LN11011202 | SETUP | ↑ Escalated |
| #TE00123101 | 2026-05-27 13:58:52+00:00 | 2.00 | INBOUND | LN11011202 | SETUP | ↑ Escalated |
| #LTS00131036 | 2026-05-27 14:01:28+00:00 | 1.80 | INBOUND | MR20EC | SETUP | ⏳ Pending |
| #LTS00131036 | 2026-05-27 14:06:08+00:00 | 1.80 | INBOUND | MR20EC | SETUP | ⏳ Pending |
| #LTS00131048 | 2026-05-27 15:08:24+00:00 | 1.80 | INBOUND | EA6500 | ACCESS | ⏳ Pending |
| #LTS00061736 | 2026-05-28 01:37:11+00:00 | 1.10 | INBOUND | SPNMX56CF | CONNECTIVITY | ⏳ Pending |
| #LTS00131192 | 2026-05-28 09:03:17+00:00 | 1.80 | INBOUND | SPNMX42HF | CONNECTIVITY | ⏳ Pending |
| #LTS00131198 | 2026-05-28 09:55:21+00:00 | 4.50 | INBOUND | SPNMX42GC | ACCESS | ✓ Resolved |
| #LTS00131199 | 2026-05-28 10:35:02+00:00 | 3.00 | INBOUND | SPNMX42GC | ACCESS | ↻ Callback set |
| #LTS00131201 | 2026-05-28 11:55:23+00:00 | 3.00 | INBOUND | UNKNOWN | CONNECTIVITY | ⏳ Pending |
| #TE00037591 | 2026-05-28 12:46:08+00:00 | 1.50 | INBOUND | MX2000 | SETUP | ⏳ Pending |
| #TE00037591 | 2026-05-28 13:34:25+00:00 | 1.40 | OUTBOUND | MX2000 | SETUP | ↻ Callback set |
Note: This report is self-help first: the main body should read like a practical guide the agent can use to improve next week. Keep the coaching voice supportive, concrete, and action-oriented. After the main report, include a short, clearly labeled coach appendix for internal context and technical notes.