jeraldjun.villanubos@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 36m 8s; outlier: 2.1x weekly median handle time.
• MR is the slowest family at 34m 11s; outlier: 2.0x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.65 vs. last week.
• Average handle time moved up by 2m 58s.
• Family swing: WRT handle time moved down by 33m 55s vs. last week.
• Family swing: MR handle time moved up by 17m 55s vs. last week.
• Family swing: E handle time moved up by 16m 04s vs. last week.

What Went Well

Patient and empathetic communication with elderly customer

Remained patient and empathetic with a nervous, elderly customer experiencing stress.

#LTS00132419

Successful resolution confirmation

Confirmed resolution by having customer verify node lights and app functionality.

#LTS00131633

Growth Opportunities

Incorrect technical guidance and protocol violations

Provided incorrect IP address ([REDACTED_PHONE]) for router login, contradicting KB guidance. Requested payment before confirming warranty or eligibility, violating support protocol.

Next Step: Always verify warranty status first and use only KB-approved login methods.

#LTS00131633

Failure to follow structured troubleshooting flows

Missing serial number collection and warranty verification. Did not follow structured hardware troubleshooting flow.

Next Step: Implement a consistent troubleshooting checklist: collect serial/model, verify warranty, document LED status, and follow model-specific reset procedures.

#LTS00095544

Next Week's Focus

• Implement a serial/model collection script at the start of every call to ensure warranty verification and model-specific guidance.
• Standardize connectivity troubleshooting with a step-by-step flow: power cycle modem/router, check WAN/Internet port connections, verify LED states, and test basic connectivity before advanced diagnostics.
• Review KB articles for common issues (connectivity, access, setup) to ensure accurate, up-to-date guidance during calls.
• Practice concise, structured communication by summarizing key findings and next steps clearly before closing calls.

Technical Accuracy

Improvement

Provided incorrect IP address ([REDACTED_PHONE]) for router login, contradicting KB guidance ([REDACTED_PHONE]).

#LTS00131633

Improvement

Failed to follow structured hardware troubleshooting flow for E5357 router. Missing serial number collection and warranty verification.

#LTS00095544

Improvement

Falsely claimed Linksys cloud service was discontinued, misleading the customer about login options (contradicts KB).

#LTS00131877

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.

#LTS00131680

Improvement

Incorrectly stated that EA7430 has no recovery key, which is false per KB.

#LTS00131877

Improvement

Incorrectly claimed MR7500 can function as a Wi-Fi extender, contradicting KB (MR7500 only supports router/AP mode).

#LTS00132042

Improvement

Incorrectly referred to the Wi-Fi band as 2.5 GHz instead of 2.4 GHz.

#LTS00132085

Improvement

Incorrectly stated that MX6200 no longer supports cloud access ('we don't have cloud anymore'), contradicting KB.

#LTS00097607

Improvement

#LTS00132326

Improvement

Incorrectly stated MR0 was a Cognitive Mesh (5-press) device without verification, leading to wrong reset procedure.

#LTS00132419

Improvement

Incorrectly claimed EA7430 has no password recovery option, contradicting KB guidance.

#LTS00132439

Improvement

Incorrectly quoted router price as $6,200 instead of ~$200, indicating fundamental misunderstanding.

#LTS00121635

Improvement

Incorrectly used 5-press pairing method on MX8500, which is not applicable per KB.

#LTS00132471

Improvement

Incorrectly stated default admin password as 'admin' for EA9500, which uses the Wi-Fi password printed on the label.

#LTS00132490

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

This week’s highest-signal trend is the persistent handling time outliers in MX and MR product families, correlating with lower Accuracy and Protocol scores. Key patterns include inconsistent warranty verification, incomplete serial number collection, and application of model-specific procedures (like 5-press resets) without proper validation. These gaps create inefficiencies and risk misguidance. Focus next coaching on structured troubleshooting checklists for mesh devices, emphasizing serial/model capture upfront and KB validation before procedural steps.

This Week's Calls

| #LTS00131877