girlyjoy.pocot@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• EA is the slowest family at 24m 23s; outlier: 2.5x weekly median handle time.
• MX is the slowest family at 16m 35s; outlier: 1.7x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Average handle time moved down by 2m 20s.
• Family swing: EA handle time moved up by 17m 56s vs. last week.
• Family swing: E handle time moved down by 10m 35s vs. last week.
• Family swing: MR handle time moved down by 9m 06s vs. last week.

What Went Well

1. Accurate model identification

> “E1200”

#LTS00127328 — Correctly identified product early, enabling targeted troubleshooting.

1. Clear self-help guidance

> “I’ll send you step-by-step instructions via email”

#LTS00131670 — Provided actionable next steps with concrete follow-up.

Growth Opportunities

1. Technical accuracy in credentials and resets

> “Have you tried the password admin, 1234?”

#LTS00127328 — Next step: Always verify default credentials against KB before suggesting. For E1200, correct default is admin/admin.

1. Secure payment handling

> “Could I have your credit card number, expiry, and CVV?”

#TE00131644 — Next step: Never collect full PCI data over phone. Use secure portals or pause recording and confirm policy compliance.

Next Week's Focus

• Verify model/serial before troubleshooting – Prevents misdirected guidance (e.g., SPNM vs. MX series URLs).
• Use direct URL workarounds – For MX/E1200 admin access issues, guide to http://[REDACTED_PHONE]/ui/local/dynamic/index.html.
• Document warranty status – Capture serial numbers and run system checks before discussing support options.
• Reduce email-only closures – Confirm resolution during calls or schedule callbacks with clear verification steps.

Technical Accuracy

Improvement

“Provided wrong default admin password (admin/1234) for E1200 — correct default is admin/admin.”

#LTS00127328 — Critical KB misalignment; always cross-check defaults.

Improvement

“Collected full credit card details (number, expiry, CVV) over unsecured line without pausing recording or using secure payment handling — violates PCI DSS.”

#TE00131644 — Immediate remediation required for compliance.

Strength

“Provided the exact KB-recommended direct UI URL workaround, which resolved the admin access issue.”

#LTS00132316 — Model-specific solution execution.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131644 — Resolved by Level 2

• What L1 saw: Customer reset EA8300, couldn’t access admin UI. L1 provided incorrect URLs and escalated after failed troubleshooting.
• Why it escalated: Timeout on unresolved access and inconsistent guidance.
• Related call chain: Follow-up call from another L1 agent attempted ISP referral without resolution.
• What L2 did: Performed callback, isolated router from modem, confirmed Orange Globe LED, and guided through factory reset + direct URL access.
• Current state: Resolved.
• L1 learning points:

1. Confirm LED states and isolate modem during access troubleshooting.

2. Use myrouter.local or direct URL for EA8300.

3. Document serial/Warranty before escalation.

#LTS00132316 — Resolved by Level 2

• What L1 saw: MX8500 child node unreachable, blue screen on admin UI. L1 advised node swap without model-specific steps.
• Why it escalated: No resolution after basic troubleshooting.
• Related call chain: Same ticket reopened after failed self-help.
• What L2 did: Guided through power-cycle, confirmed solid purple ready state, and instructed 5-press pairing on parent node.
• Current state: Resolved.
• L1 learning points:

1. For MX mesh, always confirm parent node readiness (solid purple) before pairing.

2. Use model-specific pairing methods (5-press for MX, not SPNM).

3. Verify access via myrouter.local before declaring failure.

Coach Appendix

Highest-signal trend: Protocol gaps in model/serial collection and warranty verification directly impact resolution efficiency and compliance. Prioritize structured data capture (serial, ISP, model) before troubleshooting, and cross-check defaults/URLs against KB. The PCI violation in #TE00131644 requires immediate policy refresh for all agents handling payment data.

This Week's Calls