jorgenathaniel.amores@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MBE is the slowest family at 47m 25s; outlier: 2.4x weekly median handle time.
• WHW is the slowest family at 31m 11s; outlier: 1.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Average handle time moved up by 2m 21s.
• Family swing: WHW handle time moved up by 15m 19s vs. last week.
• Family swing: E handle time moved up by 8m 53s vs. last week.
• Family swing: OTHER handle time moved up by 8m 34s vs. last week.

What Went Well

• Accurate model identification:

> "Okay. What router do you have right now? Is this your... Is this the router that you have right now? All right. Can you give me the serial number please? What is the serial number? Yes please."

#LTS00032477

• Empathy and reassurance:

> "Agent expressed empathy and reassurance, acknowledging customer's age and frustration."

#LTS00131718

Growth Opportunities

• Incorrect technical guidance:

> "Instructed a 30-second factory reset when the correct duration for MX2000 is 10 seconds per KB."

#LTS00131718

• Failure to follow protocol:

> "Failed to create or reference a HappyFox case number despite troubleshooting."

#LTS00131663

Next Week's Focus

1. Improve technical accuracy: Focus on correct reset durations and pairing methods for mesh systems.
2. Enhance protocol adherence: Ensure all calls include model/serial number collection and HappyFox case documentation.
3. Boost efficiency: Reduce handle times for MX and WHW product families by streamlining troubleshooting steps.
4. Strengthen closure: Always confirm resolution and provide clear next steps or follow-up plans.

Technical Accuracy

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.

#LTS00032477

Improvement Incorrect reset duration (30 seconds) advised for MX2000 (should be ~10 seconds).

#LTS00131718

Improvement Incorrect URL provided for router admin access.

#LTS00131712

Improvement Incorrect information about disabling 5 GHz band.

#LTS00131712

Improvement Incorrect brand identification at call start.

#LTS00131689

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131478 — Resolved by Level 2

• What L1 saw: Customer reported slow speeds on MR8300. L1 performed factory reset and set expectations but could not verify wired connection.
• Why it escalated: Unable to test wired connection; laptop didn’t have Ethernet port.
• Related call chain: Multiple calls from the same customer, including a prior closure with vague next steps.
• What L2 did: Performed callback, verified speeds directly to the wall, and confirmed the issue was with the modem/ISP, not the router.
• Current state: Resolved.
• L1 learning points:

1. Always attempt to verify internet connectivity directly at the modem when possible.

2. Document and communicate clear next steps, especially for paid support cases.

3. Collect and verify model/serial numbers early to aid in accurate troubleshooting.

Coach Appendix

No additional coach-only appendix material was extracted this week.

This Week's Calls