deneive.luar@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Calls Handled	Avg Handle Time	Top Product	Top Problem	Cases Documented	Cases Escalated
33	12m 33s	E1200	CONNECTIVITY	33	2

Scorecard

Dimension	This Week	Calls Reviewed
Accuracy	2.60	33
Protocol	1.90	33
Communication	2.10	33
Overall	2.30	33

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
WHW	6	29m 49s	2.02	2.67	2.00	2.00	Outlier: 2.0x weekly median handle time
MX	6	26m 40s	2.47	1.67	1.67	2.00	Outlier: 1.8x weekly median handle time
SPN	3	23m 6s	2.47	1.67	2.00	2.33	Outlier: 1.6x weekly median handle time
LN	1	16m 19s	1.80	1.00	2.00	2.00
MR	6	14m 38s	2.42	2.00	1.67	2.00
EA	6	14m 18s	2.37	2.17	1.83	2.17
OTHER	2	9m 48s	1.80	5.00	2.00	2.50
E	7	8m 4s	2.43	3.71	1.86	2.14
MBE	1	7m 1s	1.80	5.00	2.00	2.00

Key Observations

WHW is the slowest family at 29m 49s; outlier: 2.0x weekly median handle time.
MX is the slowest family at 26m 40s; outlier: 1.8x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	16	13m 38s	2.20	2.60	1.90	2.10	✓
SETUP	8	20m 59s	2.30	2.60	1.80	2.30	✓
ACCESS	4	13m 4s	2.10	2.00	2.00	2.25	✓
GENERAL INQUIRY	3	12m 12s	2.13	1.33	2.00	2.33	✓
NO TROUBLESHOOTING NEEDED	3	9m 35s	2.13	3.67	1.67	2.33	✓
CONFIGURATION	2	11m 8s	2.80	1.50	2.50	2.50

Week-over-Week Movement

Accuracy moved up 0.55 vs. last week.
Protocol moved up 0.16 vs. last week.
Average handle time moved up by 2m 35s.
Family swing: WHW handle time moved up by 13m 47s vs. last week.

What Went Well

Accurate model identification: Correctly identified the product model as WHW01 from serial number.
Customer information collection: Collected full customer details (name, email, phone, serial) accurately.

Growth Opportunities

Incorrect technical guidance: Provided factually incorrect advice that WHW01 can have separate 2.4 GHz and 5 GHz SSIDs (direct KB violation).
Failure to troubleshoot basic issues: Skipped standard troubleshooting flow for no-internet issue despite customer reporting multi-device connectivity issues.

Next Week's Focus

This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
Improve protocol adherence and technical accuracy in troubleshooting guidance.
Enhance basic troubleshooting steps for common issues like no internet and setup failures.
Reduce incorrect technical statements and model-specific guidance errors.

Technical Accuracy

Improvement

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

Improvement

Provided incorrect IP address ([REDACTED_PHONE]) instead of [REDACTED_PHONE] or myrouter.local for MR5500 access issue.

Improvement

Incorrectly claimed EA9500 supports Wi-Fi 7, which is false per KB.

Improvement

Introduced non-existent technical term 'IPv5.5' during troubleshooting.

Improvement

Incorrect URL provided for SPNM60 admin access; correct URL is http://myrouter.info.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Callback

Call Outcome: Escalated to Level 2 with expectation of callback within 24–48 hours.
Level 2 Resolution Steps: [{'timestamp': '2026-04-30 22:30:33', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-04-30 22:30:38', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Caller ID/Phone #: [REDACTED_PHONE] Name: William Tagart Email: [REDACTED_EMAIL] ISP: Cox Model Number: MBE7000 Serial Number: 59A10M28D03453 / 59A10M28D03258 Devices: Issue Description: 1 CN is disconnected Troubleshooting Steps: • Warranty starts: Jul 10, 2024 • Verified cables. CN is wired to the PN Unplugged it from the PN. -- ok •CN is currently Blue. - ok Did 5 press on PN. •Checked leds. Nothing changes. •Moved CN closer to the PN -- 8ft feet •Did the pair. It was blinking white and it we...'}, {'timestamp': '2026-04-30 23:09:02', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'ERRATUM: Caller ID/Phone #: [REDACTED_PHONE] Name: William Tagart Email: [REDACTED_EMAIL] ISP: Cox Model Number: MBE7000 Serial Number: 59A10M28D03453 / 59A10M28D03258 Devices: Issue Description: 1 CN is disconnected Troubleshooting Steps: • Warranty starts: Jul 10, 2024 • Verified cables. CN is wired to the PN Unplugged it from the PN. -- ok •CN is currently Blue. - ok Did 5 press on PN. •Checked leds. Nothing changes. •Moved CN closer to the PN -- 8ft feet •Did the pair. It was blinking white....'}, {'timestamp': '2026-06-02 00:14:26', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-02 00:14:26', 'phase': 'level_2_resolution_work', 'actor_role': 'automation', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-02 00:15:15', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-03 21:25:42', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00057780 William Tagart [REDACTED_EMAIL] [REDACTED_PHONE] MBE7000 59A10M28D03453 Cox - this ticket was claimed from the TE queue - callback time at 4:25 am MNL - the phone rings - heard the auto callback disclaimer - he was able to answer the call - same issue - it worked fine after we reset it before - it would reconnect then disconnect - it gives the error message - it could not find the IP address - IP address is bad - experienced the issue everywhere - he said he have to unplug the parent....'}]
Current Status: Callback

— — Resolved

Call Outcome: No documentation provided; no case created; no escalation confirmed; no follow-up timeline communicated.
Level 2 Resolution Steps: [{'timestamp': '2026-06-04 18:17:07', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "Notes: Trying to purchase a managed switch Customer wanted a proof that the device is a TAA compliant Sought assistance to TM Marc Was advised to gather the following information: Model: LGS310C Purpose: The device are intended to be use in a US Government facility Was then advised by TM Marc to escalate the case to L2 Set customer's expectations Customer acknowledged EOC"}, {'timestamp': '2026-06-04 18:17:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-04 18:22:16', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi team, The customer is looking to purchase a managed switch and needs verification that the device is TAA compliant. The specific model is LGS310C, and it will be used in a US Government facility. Thank you! cc: [@Marc Baynos][1] [1]: mailto:[REDACTED_EMAIL]'}, {'timestamp': '2026-06-05 13:48:35', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-05 13:48:40', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 9:47 PM MNL 6/5/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer No one answer Left a message End call'}, {'timestamp': '2026-06-05 14:19:32', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 10:17 PM MNL 6/5/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer No one answer Left a message End call'}, {'timestamp': '2026-06-05 14:23:02', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved | Hi Richard Ramirez, This is Clark from Linksys Support. Your case has been escalated for further assistance. I attempted to contact you, but I was unable to reach you and was routed to your voicemail. Regarding your inquiry about a TAA-compliant device, please refer to the following link for a list of TAA-compliant switches: [https://support.linksys.com/kb/article/4920-en/?section_id=66][1] Thank you. [1]: https://support.linksys.com/kb/article/4920-en/?section_id=...'}]
Current Status: Resolved

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve protocol adherence and technical accuracy in troubleshooting guidance.; Enhance basic troubleshooting steps for common issues like no internet and setup failures.; Reduce incorrect technical statements and model-specific guidance errors.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00131645	2026-06-01 17:11:40+00:00	2.20	INBOUND	E1200	CONNECTIVITY	Advised to purchase a new router; no technical resolution or support path provided.
#LTS00131645	2026-06-01 17:25:23+00:00	1.10	INBOUND	E1200	CONNECTIVITY	Agent incorrectly advised contacting Cisco and provided no actionable support path.
#LTS00131651	2026-06-01 17:28:58+00:00	2.60	INBOUND	MX2000	SETUP	Customer to email proof of purchase; agent will update warranty and schedule a callback for further troubleshooting.
#TE00057780	2026-06-01 17:49:59+00:00	1.80	INBOUND	MBE7000	CONNECTIVITY	Escalated to Level 2 with expectation of callback within 24–48 hours.
#LTS00131666	2026-06-01 18:30:24+00:00	2.80	INBOUND	MX55EC3	CONNECTIVITY	Agent will email detailed reset and configuration instructions; customer to try and report back.
#LTS00131666	2026-06-01 18:47:57+00:00	1.00	INBOUND	MX55EC3	CONNECTIVITY	not_fixed
#LTS00076343	2026-06-01 18:56:08+00:00	1.60	INBOUND	MR5500	ACCESS	None – agent claimed issue was backend-related with no ETA and ended call without resolution or follow-up.
#LTS00131678	2026-06-01 19:12:50+00:00	2.80	INBOUND	MX2000	SETUP	Agent suggested creating a new router password in the app; no definitive fix confirmed.
#LTS00131711	2026-06-01 21:21:50+00:00	2.80	INBOUND	MR2000	SETUP	Customer reconfigured router via web UI with agent guidance; no confirmation of full connectivity. Paid support offered. No follow-up scheduled.
#LTS00131645	2026-06-01 21:25:49+00:00	1.80	INBOUND	E1200	CONNECTIVITY	not_applicable
#LTS00131645	2026-06-02 14:25:40+00:00	3.00	INBOUND	E1200	CONNECTIVITY	Customer to reconfigure the router via the web interface; no further support due to incorrect denial of paid support.
#LTS00131820	2026-06-02 14:33:56+00:00	2.80	INBOUND	WHW01	CONNECTIVITY	Offered paid $15 Connex support or to email the Wi‑Fi fix‑it guide; suggested upgrade to a newer model.
#GI00131824	2026-06-02 14:52:23+00:00	2.80	INBOUND	—	SETUP	Advised customer to call ISP; no further action taken.
#LTS00101078	2026-06-02 15:19:08+00:00	1.80	INBOUND	UNKNOWN	NO TROUBLESHOOTING NEEDED	Customer to locate the serial number of the main router or missing unit and call back for further assistance.
#GI00131847	2026-06-02 15:46:07+00:00	1.80	INBOUND	EA9500	GENERAL INQUIRY	Set secondary EA95 to AP mode, disable DHCP, ensure identical SSID/password, use wired backhaul, and test device roaming.
#LTS00131858	2026-06-02 16:55:26+00:00	2.80	INBOUND	EA6350	CONNECTIVITY	Advised customer to replace the router with a newer model.
#LTS00131864	2026-06-02 17:12:25+00:00	2.80	INBOUND	SPNMX57CF	CONNECTIVITY	Issue appears resolved after power-cycle; no further steps required.
#LTS00131892	2026-06-02 19:28:50+00:00	2.80	INBOUND	EA9500	CONFIGURATION	Agent will email generic troubleshooting steps; no confirmed fix.
#LTS00131906	2026-06-02 20:33:52+00:00	2.80	INBOUND	MR7350	ACCESS	Customer accessed the UI and updated Wi-Fi security settings; no further action required.
#LTS00131913	2026-06-02 21:05:51+00:00	2.80	INBOUND	MX4200	CONNECTIVITY	Agent promised to email password-reset instructions; no technical fix confirmed.
#LTS00131711	2026-06-02 22:07:00+00:00	3.50	INBOUND	MR2000	SETUP	Provided product recommendation (MX6200) and basic pricing/feature information.
#LTS00131711	2026-06-02 23:38:18+00:00	1.00	INBOUND	MR2000	SETUP	not_fixed
#LTS00132025	2026-06-03 14:56:12+00:00	1.40	INBOUND	WHW01	CONFIGURATION	Agent offered to email steps (incorrect), no resolution confirmed.
#LTS00132059	2026-06-03 16:48:42+00:00	1.10	INBOUND	EA9300	CONNECTIVITY	Agent recommended purchasing a new mesh router without troubleshooting or validating the issue.
#LTS00132080	2026-06-03 17:38:51+00:00	2.80	INBOUND	SPNMX56CF	CONNECTIVITY	All nodes are now solid blue and functioning; no further steps required.
#GI00132088	2026-06-03 18:24:29+00:00	3.20	INBOUND	—	GENERAL INQUIRY	Informed customer that Linksys does not offer a router with a SIM card slot; no model number or alternative provided.
#LTS00132097	2026-06-03 18:53:31+00:00	2.20	INBOUND	WHW01	ACCESS	Customer to attempt recovery key password reset and local login. No follow-up scheduled or verification method established.
#LTS00132115	2026-06-03 19:46:25+00:00	2.90	INBOUND	EA9300	CONNECTIVITY	Agent recommended power-cycle, discussed hard reset, offered to email troubleshooting steps, and presented paid-support option.
#LTS00132120	2026-06-03 20:27:27+00:00	1.40	INBOUND	WHW03	CONNECTIVITY	Customer advised to contact Spectrum to register the new router and perform a power cycle. No self-help materials sent during call.
#LTS00132257	2026-06-04 15:51:37+00:00	1.80	INBOUND	SPNM60CF	SETUP	Perform full mesh rebuild: reset all nodes (10s press), pair all in same room using Pair button, verify via http://myrouter.info dashboard; if still failing, initiate RMA or schedule technician.
#LTS00132281	2026-06-04 17:41:36+00:00	2.80	INBOUND	MR8300	NO TROUBLESHOOTING NEEDED	Confirmed E900 is end-of-life with no future updates; suggested MX2000 as a replacement option.
#LTS00098301	2026-06-04 17:42:28+00:00	2.80	INBOUND	EA9300	ACCESS	Customer instructed to reset the router and re-configure using default credentials; no confirmation of success.
#TE00132292	2026-06-04 18:00:16+00:00	1.80	INBOUND	-	NO TROUBLESHOOTING NEEDED	No documentation provided; no case created; no escalation confirmed; no follow-up timeline communicated.
#LTS00132298	2026-06-04 18:52:54+00:00	2.80	INBOUND	E5400	ACCESS	Admin page accessed via Firefox; issue resolved independently.
#LTS00132307	2026-06-04 19:43:34+00:00	3.20	INBOUND	E7350	SETUP	Agent will send an email with generic troubleshooting steps and a link to the AI chatbot for further assistance.
#LTS00131645	2026-06-04 21:02:48+00:00	2.90	INBOUND	E1200	CONNECTIVITY	Directed customer to contact HP support for computer password assistance.
#LTS00132387	2026-06-05 13:25:12+00:00	2.80	INBOUND	MX4200	SETUP	Customer instructed to perform 5-press reset on parent and retry pairing; no further verification or follow-up set.
#LTS00132402	2026-06-05 13:47:00+00:00	1.50	INBOUND	WHW03	SETUP	Device declared defective with no replacement or self-help path offered.
#LTS00132445	2026-06-05 18:00:28+00:00	2.80	INBOUND	WHW03	SETUP	Agent promised to email troubleshooting steps; no fix achieved.
#GI00132463	2026-06-05 19:29:08+00:00	1.80	INBOUND	LN1600	GENERAL INQUIRY	Suggested LN-1600 mesh router without validation or actionable next steps.