regin.magnetico@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 69m 30s; outlier: 4.0x weekly median handle time.
• WHW is the slowest family at 30m 10s; outlier: 1.7x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Average handle time moved up by 1m 55s.
• Family swing: RE handle time moved up by 46m 19s vs. last week.
• Family swing: SPN handle time moved down by 24m 32s vs. last week.
• Family swing: OTHER handle time moved up by 11m 28s vs. last week.

What Went Well

• Accurate model identification:

> "Okay, so the model number of your Linksys device are both WHW03."

#LTS00130741

• Professional communication:

> "Hi, thank you for calling Linksys. This is Joy. How can I help you today?"

#LTS00105961

Growth Opportunities

• Incorrect technical guidance:

> "solid purple LED on Hydra Pro 6E does NOT mean the router is not providing internet. This is directly contradicted by the KB and constitutes a critical technical error."

#LTS00131042

• Protocol violations:

> "Failed to perform any troubleshooting for a post-factory-reset Wi-Fi connectivity issue (KB guidance available in universal_mesh_full_rebuild.md and adjacent_smartphone_wifi.md)."

#LTS00130728

Next Week's Focus

1. Review KB articles for reset durations, LED interpretations, and troubleshooting sequences—ensure alignment with current guidance.
2. Practice structured troubleshooting for mesh connectivity issues—document each step and verify outcomes before proceeding.
3. Enhance protocol compliance by confirming warranty status, collecting serial numbers, and creating HappyFox cases for all interactions.
4. Improve communication during extended holds—provide regular updates and set clear expectations.

Technical Accuracy

Improvement

"Incorrectly stated that E5400 cannot work as a wireless extender with a non-Linksys router; contradicts KB (ea_series_router_setup.md)."

#LTS00131255

Improvement

"Provided factually incorrect technical advice: E5400 can be configured in Access Point or Bridge mode with third-party routers (KB: ea_series_router_setup.md)."

#LTS00131255

Improvement

"Material accuracy violation: Incorrectly stated that solid purple LED means the router is not providing internet on Hydra Pro 6E."

#LTS00131042

Improvement

"Used invalid 5-press reset method for MR9000 Velop at [12:00]; correct procedure is 10-second reset (KB contradiction)."

#LTS00131393

Improvement

"Provided incorrect LED behavior for WHW03 after factory reset: stated solid red indicates reset complete, when KB specifies solid purple."

#LTS00131389

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

• Weekly Trend: High handle times in RE and WHW families correlate with lower accuracy and protocol scores—focus on deepening troubleshooting and documentation for these products.
• Recurring Pattern: Misinterpretation of LED states and incorrect reset procedures—review KB articles and practice these steps in simulated environments.
• Evidence: Quotes and notes above reflect agent performance and areas for improvement.

This Week's Calls