riojene.ladera@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 one of the slowest families at 22m 55s.
• E is one of the slowest families at 21m 7s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.29 vs. last week.
• Protocol moved up 0.38 vs. last week.
• Average handle time moved up by 8m 08s.
• Family swing: E handle time moved up by 13m 51s vs. last week.
• Family swing: WHW handle time moved up by 9m 55s vs. last week.
• Family swing: MX handle time moved up by 6m 55s vs. last week.

What Went Well

1. Accurate model identification and case documentation

> "Okay, the model number is MX6200. Serial number is 8W10M2AD03654. ISP is Spectrum."

#PR00005769

The agent consistently collected critical device details (model, serial, ISP) and created proper case records, enabling accurate follow-up and escalation.

1. Successful mesh node pairing

> "Press and hold the reset button for 15 seconds, then perform five quick presses on the parent node. The child node should light solid white."

#LTS00131314

Demonstrated proficiency with the 5-press pairing method on MX6200/WHW03 nodes, achieving successful mesh reintegration in multiple cases.

Growth Opportunities

1. Eliminate factually incorrect technical claims

> "The EA7500 supports Wi-Fi 7 – it’s our latest standard."

#LTS00130888

What good looks like: Verify product specifications before stating capabilities. Reference KB articles or internal resources to confirm Wi-Fi generations, WAN port speeds, and firmware compatibility. Always cross-check claims against official documentation.

1. Perform basic troubleshooting before escalating or offering self-help

> "I’m sorry, but without a paid session I can’t assist further. Here’s an email with generic steps."

#LTS00131059

What good looks like: Run standard diagnostics (WAN status check, LED interpretation, power cycle, modem isolation) for connectivity/setup issues. Document findings and only escalate when troubleshooting boundaries are exceeded or when hardware faults are suspected.

Next Week's Focus

• Validate product specs before engagement: Confirm Wi-Fi generations, WAN speeds, and firmware support using internal KB before discussing capabilities with customers.
• Master basic troubleshooting flows: Memorize and apply the universal mesh rebuild guide (reset → pair → verify) for MX/WHW/LN series. Practice LED state interpretation for rapid issue isolation.
• Document before you delegate: Capture WAN status, LED states, and topology details in every call. Use these to decide whether to troubleshoot further, offer self-help, or escalate.
• Refine escalation handoffs: When escalating, summarize L1 actions taken, observed symptoms, and customer expectations. Ensure L2 has clear context to avoid repeat contacts.

Technical Accuracy

Improvement

Provided contradictory warranty information for EA7500 router, leading to customer confusion.

#LTS00130888

Improvement

Incorrectly claimed EA7500 supports Wi-Fi 7, which is factually false.

#LTS00130888

Improvement

Incorrectly stated MX5500 has a 2.5G WAN port, contradicting KB documentation.

#LTS00123747

Improvement

Recommended non-existent product MX6222, which does not exist in KB.

#LTS00123747

Improvement

Incorrectly claimed internet is required to access local web interface at 192.168.1.1, contradicting basic networking principles.

#LTS00131059

Improvement

Incorrectly stated MR6350 is an 'oldest router' with no updated firmware, which is false and misleading.

#LTS00130916

Improvement

Provided incorrect reset duration (20 seconds) for EA9500, exceeding KB guidance.

#LTS00109388

Improvement

Incorrectly denied paid support for EA9500 despite customer willingness, violating policy.

#LTS00131087

Improvement

Incorrectly claimed E2500 cannot receive firmware updates, contradicting KB.

#LTS00131423

Improvement

Incorrectly claimed Linksys app is no longer available for setup, contradicting KB.

#LTS00131314

Improvement

Incorrectly instructed 5-press pairing on MX6200, which is not supported per KB.

#LTS00131314

Improvement

Incorrectly claimed Linksys app is no longer usable, contradicting KB.

#LTS00131430

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00130941 — Resolved by Level 2

• What L1 saw: Customer reported no internet; all WHW01 mesh nodes showed solid red LEDs. L1 performed basic resets but couldn’t confirm WAN status or isolate the issue.
• Why it escalated: L1 skipped critical diagnostics (modem/WAN check, LED verification) and offered only generic email steps without resolution confirmation.
• Related call chain: This was a repeat contact – the customer had previously closed a case (#LTS00130941) with vague next steps, forcing L2 to restart troubleshooting.
• What L2 did: Verified hardware health, confirmed WAN connectivity, and guided the customer through a full mesh rebuild (reset → 5-press pairing). Validated solid white LEDs and internet restoration.
• Current state: Resolved – customer confirmed internet restoration after L2-guided troubleshooting.
• L1 learning points:

1. Always check WAN/modem status before node-level resets.

2. Use LED states to triage: solid red = no internet; solid white = connected.

3. For WHW01, the 5-press pairing method is valid – document and guide customers through it explicitly.

4. Never close a case without confirming resolution or setting a clear follow-up.

#PR00005769 — Pending with Level 2

• What L1 saw: MX6200 parent node LED pulsed blue (indicating boot loop). L1 performed resets and an unsupported 5-press sequence without verifying WAN or collecting serial/warranty data.
• Why it escalated: L1’s actions violated protocol (no WAN check, incorrect reset duration, unsupported troubleshooting) and failed to progress the case.
• Related call chain: This was a multi-contact case – L1’s initial handling led to an incorrect closure, requiring L2 to restart diagnostics.
• What L2 did: Initiated hardware diagnostics, ordered a potential RMA, and coordinated a pro-rated refund for the defective MX6201 node. Documented case for returns processing.
• Current state: Pending – awaiting customer return and refund processing.
• L1 learning points:

1. For MX6200 boot loops, verify WAN connectivity first – a pulsing blue LED often indicates WAN failure.

2. Use the correct 15-second reset duration (not 20 seconds) per KB.

3. The 5-press method is not a valid recovery step for MX6200 – it’s only for pairing.

4. Always collect serial numbers and warranty status early to determine support eligibility.

Coach Appendix

This week’s highest-signal trend: Frequent protocol breaches in connectivity and setup cases, often due to skipped basic diagnostics (WAN checks, LED interpretation) and reliance on unsupported troubleshooting methods. MX and E families are handle-time outliers – focus on efficient triage and accurate model-specific guidance to reduce time and improve resolution rates. Prioritize collecting serial numbers and verifying warranty status before deep troubleshooting to avoid mismatched expectations.

This Week's Calls

| #LTS00131318 | 2026-05-28 21:10:18 | 1