paulo.real@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 43m 3s; outlier: 1.5x weekly median handle time.
• EA is the slowest family at 41m 59s; outlier: 1.5x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.33 vs. last week.
• Accuracy moved down 0.60 vs. last week.
• Average handle time moved up by 7m 08s.
• Family swing: WHW handle time moved down by 5m 20s vs. last week.

What Went Well

Correct Technical Guidance for Router Setup

Accurate and effective guidance for router setup and internet verification.

"#TE00130648"

Accurate Identification of Discontinued Remote Access Feature

Provided correct, up-to-date information about the removal of the Smart Wi‑Fi cloud service.

"#TE00131076"

Growth Opportunities

Incorrect Troubleshooting Guidance for Mesh Node Pairing

Used the 5‑press pairing method, which is not appropriate for MX2000 Velop devices (should use Pair button or admin UI).

Next step: Confirm device-specific pairing procedures before instructing customers. Validate LED states and topology after resets.

"#TE00130794"

Failure to Perform Basic Troubleshooting for Connectivity Issues

No attempt to perform basic troubleshooting (e.g., power cycle, reset, check WAN connection) before offering paid support.

Next step: Always verify WAN/internet status, perform LED checks, and run speed tests before escalating or offering paid options.

"#LTS00131171"

Next Week's Focus

1. Validate WAN status on every connectivity call before proceeding with device troubleshooting
2. Use device-specific reset procedures (e.g., Pair button for MX2000 instead of 5‑press)
3. Confirm email delivery for KB articles and avoid name mismatches (e.g., “Liza” vs “Lisa”)
4. Reduce hold times – provide status updates every 2–3 minutes during diagnostics

Technical Accuracy

Improvement

Incorrect pairing/reset method for MX2000 (used 5‑press instead of Pair button).

[No transcript quote available]

"#TE00130794"

Improvement

Failed to perform basic troubleshooting for hardware-related issue after power outage.

[No transcript quote available]

"#LTS00131171"

Improvement

Incorrect reset duration instructed (1 minute instead of 10-15 seconds) — directly contradicts KB.

[No transcript quote available]

"#TE00130941"

Strength

Accurate and effective guidance for router setup and internet verification.

[No transcript quote available]

"#TE00130648"

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#LTS00122643 — Resolved by Level 2

• What L1 saw: Intermittent Wi‑Fi loss on iPhone with MX6200 mesh; customer reported solid white LEDs and wired backhaul.
• Why it escalated: L1 provided incorrect guidance (channel-finder, app reinstall, router password for app login) and failed to verify WAN status or signal strength.
• What L2 did: Performed deep mesh diagnostics, validated firmware, checked signal strength, and corrected initial misguidance.
• Current state: Resolved.
• L1 learning points:

1. Always verify WAN/internet status before troubleshooting Wi‑Fi issues

2. Use KB-accurate guidance for channel-finder (runs automatically) and app login (cloud account, not router password)

3. Confirm topology and LED states align with customer reports

#TE00130648 — Resolved by Level 2

• What L1 saw: E5400 router not configured after ISP modem bridge; customer needed Wi‑Fi setup.
• Why it escalated: L1 initiated unsupported remote session and omitted warranty/serial collection.
• What L2 did: Guided physical wiring, Wi‑Fi configuration via admin UI, and speed-test verification.
• Current state: Resolved.
• L1 learning points:

1. Avoid unsupported remote sessions – use KB-guided local setup

2. Always collect serial number and verify warranty status

3. Provide router admin URL (http://[IP] or http://myrouter.local) during setup

Coach Appendix

High-signal trend: MX/EA family cases drive prolonged handle times and low scores due to inconsistent mesh troubleshooting. Prioritize protocol adherence for WAN checks, LED validation, and device-specific reset procedures. Review KB articles on MX2000 pairing and connectivity diagnostics before next week’s similar cases.

This Week's Calls