johnclark.labadan@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 30m 46s; outlier: 2.9x weekly median handle time.
• MX is the slowest family at 25m 31s; outlier: 2.4x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.41 vs. last week.
• Protocol moved down 0.17 vs. last week.
• Average handle time moved down by 7m 45s.
• Family swing: WHW handle time moved down by 19m 25s vs. last week.
• Family swing: SPN handle time moved down by 7m 18s vs. last week.
• Family swing: OTHER handle time moved down by 6m 50s vs. last week.

What Went Well

1. Polite and professional communication

> "All right, sir, I'm calling regarding with a ticket that was actually escalated to your department. Um, this is regarding with your Linksys router..."

#TE00131625

1. Technically accurate advice on mesh node behavior

> "If you're, if you still do have some dead spots on your house, then you can still add another node for you to have like a Wi-Fi signal on that specific portion of your house."

#TE00131279

Growth Opportunities

1. Collect essential device information consistently

> "Am I talking to Mr. Exale? All right. So, let me just... So, you're following up regarding your ticket, sir. Is that right?"

Missing model/serial collection violates protocol and limits effective troubleshooting.

#TE00110879

1. Provide accurate reset procedures and default credentials

> "Performed factory reset of parent node. Guided customer to login to http://myrouter.local and change Wi‑Fi settings... Provided incorrect reset procedure: LED goes red → no light → blue."

Incorrect MX5300 reset behavior and wrong default password format risk customer confusion.

#LTS00131838

Next Week's Focus

1. Start every call with model/serial/warranty collection – use script: "To help me identify the best solution, could you share the exact product model, serial number, and warranty status?"
2. Verify LED states against KB before instructing resets – MX5300 should show solid white after reset, not red/no-light/blue.
3. Confirm URL syntax and default credentials – use "http://myrouter.local" (not HTTP://) and correct password formats per device.
4. Document all troubleshooting steps in HappyFox – ensure tickets capture model, serial, steps taken, and clear next actions.

Technical Accuracy

Improvement: Agent failed to collect essential device information (model, serial, warranty) in multiple calls, violating protocol and limiting troubleshooting effectiveness.

#TE00110879

Improvement: Incorrect reset procedure provided for MX5300 (stated LED goes red → no light → blue; correct behavior is solid white after reset).

#LTS00131838

Improvement: Incorrect default admin password format given (claimed 'Capital A then lowercase dmin1234!'), which does not match MX5300 defaults.

#LTS00131838

Improvement: Misinterpreted LED colors and WAN port status during WHW03 mesh repair, leading to inefficient troubleshooting.

#TE00132214

Improvement: Provided incorrect URL syntax (instructed use of 'semicolon' instead of colon in HTTP://), preventing customer from accessing router UI.

#LTS00132438

Coaching Moments

Strength: Polite acknowledgment of self-resolution

"It's connected now? So, it's working. Oh, okay. Got it. I see. Thank you so much for that feedback."

#TE00131279

Improvement: Inefficient call control with excessive silences

[long silence] "All right. So what we need to do right now, suri, is we're going to do like a swapping of nodes..."

#TE00132214

Escalation Lessons: What L2 Did

#TE00110879 — Pending with Level 2

• What L1 saw: MBE7000 primary node with disconnected WHW01 child node; customer reported months of instability.
• Why it escalated: Exceeded threshold after failed firmware update and customer demand for refund due to discontinued hardware.
• What L2 did: Verified hardware fault, coordinated Amazon return process, and scheduled follow-up callbacks for refund documentation.
• Current state: Callback pending – customer awaiting refund confirmation.
• L1 learning points:

1. Always collect model/serial/warranty before troubleshooting mesh stability.

2. For discontinued hardware, initiate Amazon return early and document refund eligibility.

3. Set clear callback windows and confirm customer understanding of next steps.

#TE00131279 — Resolved by Level 2

• What L1 saw: WHW03 mesh node not connecting after power cycle; customer self-resolved via 10-minute disconnect.
• Why it escalated: L1 did not verify fix or collect device details before closing.
• What L2 did: Confirmed resolution via app/UI access, provided guidance on node placement, and advised monitoring.
• Current state: Resolved.
• L1 learning points:

1. Always verify node status via app/UI after customer reports self-resolution.

2. Collect model/serial even for seemingly simple issues.

3. Provide proactive advice on optimal node placement to prevent future dead zones.

#TE00131625 — Resolved by Level 2

• What L1 saw: MX8500 child nodes flapping red; customer reported ISP modem replacement.
• Why it escalated: L1 terminated call due to customer audio issues without troubleshooting.
• What L2 did: Guided node relocation, confirmed LED status (solid blue), and verified internet connectivity.
• Current state: Resolved.
• L1 learning points:

1. Use hold/explain when audio issues occur; don’t terminate prematurely.

2. Confirm node LED colors match expected behavior (solid blue = connected).

3. Always verify internet connectivity, not just Wi‑Fi signal.

Coach Appendix

High-signal trend: Inconsistent device information collection and inaccurate technical guidance (reset procedures, LED interpretation, URL syntax) are recurring patterns impacting resolution efficiency. Focus next week on strict protocol adherence for model/serial capture and KB-verified troubleshooting steps before escalation or closure.

This Week's Calls