rubierosa.levi@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• SPN is the slowest family at 42m 42s; outlier: 1.5x weekly median handle time.
• MBE is one of the slowest families at 37m 30s.

Problem Categories

Week-over-Week Movement

• Accuracy moved down 0.55 vs. last week.
• Protocol moved up 0.21 vs. last week.
• Communication moved up 0.43 vs. last week.
• Average handle time moved up by 12m 42s.
• Family swing: SPN handle time moved up by 22m 01s vs. last week.
• Family swing: MX handle time moved up by 8m 40s vs. last week.

What Went Well

Professional communication tone

Maintained clear, respectful dialogue even during complex troubleshooting (e.g., call #LTS00130683).

Patient problem framing

Acknowledged customer frustration and validated concerns before proceeding with solutions, building trust during extended sessions (e.g., call #TE00130994).

Effective self-help pathways

Provided actionable next steps and resources for customers to continue independently when appropriate, reducing unnecessary hold time (e.g., call #LTS00131363).

Growth Opportunities

1. Technical Accuracy & Protocol Adherence

Current Gap: Multiple instances of factually incorrect instructions (e.g., wiring topology, default credentials, error explanations).

Next Step:

• Verify KB before instructing – Cross-check every technical step against the latest product-specific documentation.
• Use model-specific troubleshooting flows – Avoid generic guidance; reference the exact product’s troubleshooting tree.

Example from call #LTS00130689

Agent instructed MX2000 WAN-to-LAN wiring (double-NAT) instead of WAN-to-modem/ONT connection.

2. Case Documentation & Follow-Up

Current Gap: Incomplete case closure and missing escalation triggers in several files.

Next Step:

• Document serial numbers and warranty status for every hardware-related case.
• Set explicit follow-up tasks (e.g., callback timestamps, log collection deadlines) before ending calls.

Example from call #TE00130994

No serial number collected; customer requested log review but no escalation path documented.

Next Week's Focus

1. Pre-call preparation – Review product-specific KB articles for top problem categories (ACCESS, SETUP) before handling calls.
2. Serial number protocol – Add “serial number collection” as a mandatory first step for all hardware-related cases.
3. Error code verification – When customers report errors (e.g., “2123”), confirm against KB definitions before offering explanations.
4. Escalation readiness – For unresolved ACCESS/SETUP cases, prepare L2 handoff notes with: symptom timeline, steps tried, and customer-reported workarounds.

Technical Accuracy

Improvement

Agent provided incorrect wiring topology for MX2000 (WAN to LAN instead of WAN to modem/ONT), leading to double-NAT configuration (#LTS00130689).

Focus on model-specific ISP compatibility guidelines and avoid assumptions about network topology.

Improvement

Agent provided incorrect default router password (‘admin’) for MBE7000; correct default is same as Wi‑Fi password, username is ‘root’ (#LTS00130692).

Review OpenWRT-based device defaults and avoid generic password assumptions.

Improvement

Agent provided fabricated technical explanation for error 2123, claiming it was due to a ‘merchant file’ with ‘invalid syntax’ and ‘wrong code’ (#TE00130994).

Reference KB definitions for error codes; avoid speculative explanations.

Improvement

Agent failed to address explicit connectivity issue (child node not connecting to parent) and incorrectly validated setup as ‘good’ (#LTS00130683).

Acknowledge reported symptoms directly; validate mesh topology via LED states and pairing status.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00130835 — Resolved by Level 2

• What L1 saw: Customer couldn’t log into Linksys app due to “incorrect password” error on SPNM62CF.
• Why it escalated: L1 provided incorrect admin URLs, reset procedures, and CMD instructions for SPNM series.
• What L2 did:

- Verified correct admin URL (http://myrouter.info for SPNM).

- Guided through proper 10‑second hard reset (not 20‑second).

- Confirmed warranty status and initiated replacement process.

• L1 learning points:

1. Use model-specific admin URLs from KB (SPNM requires http://myrouter.info).

2. Apply correct reset duration (10 seconds for SPNM).

3. Collect serial number and warranty info early to enable swift escalation.

#TE00130994 — Resolved by Level 2

• What L1 saw: MX6200 showing error 2123 in app, zero devices listed.
• Why it escalated: L1 provided false explanation (“merchant file” issue) and no valid troubleshooting path.
• What L2 did:

- Requested sysinfo logs to diagnose cloud service discontinuity.

- Explained that MX6200 mesh nodes require cloud service re-registration after error 2123.

- Guided customer through node re-pairing and cloud service re-enrollment.

• L1 learning points:

1. For error 2123, request sysinfo logs and avoid speculative explanations.

2. MX6200 requires cloud service re-registration; guide through re-pairing if logs indicate cloud disconnect.

3. Collect logs early to accelerate L2 diagnosis.

Coach Appendix

Highest-signal trend: Persistent technical inaccuracies in ACCESS/SETUP cases (SPN, MX, MBE families) correlate with prolonged handle times and low accuracy scores. Prioritize model-specific KB validation and serial/warranty collection to reduce rework and improve closure rates. Review SPN/MX MBE troubleshooting flows before next week’s shift.*

This Week's Calls