joziel.licmoan@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WRT is the slowest family at 73m 1s; outlier: 4.7x weekly median handle time.
• MX is the slowest family at 27m 40s; outlier: 1.8x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.21 vs. last week.
• Accuracy moved up 0.52 vs. last week.
• Protocol moved up 0.43 vs. last week.
• Communication moved up 0.24 vs. last week.
• Average handle time moved down by 4m 20s.
• Family swing: WRT handle time moved up by 65m 51s vs. last week.
• Family swing: RE handle time moved down by 37m 27s vs. last week.
• Family swing: OTHER handle time moved down by 4m 53s vs. last week.

What Went Well

1. Accurate Model Identification

> “WUSB6300… Windows 10 64-bit…”

> Correctly identified the product model from the serial number and confirmed the need for a 64-bit driver.

#LTS00131717

1. Effective Mesh Recovery Guidance

> “All nodes now solid blue and internet works; monitor the node with -72 dBm signal…”

> Guided the customer through full factory resets, password recovery, and signal-strength validation, restoring connectivity.

#LTS00132274

Growth Opportunities

1. Correct Reset Procedures

> “Hold the reset button for 30 seconds…”

> Incorrectly advised 30-second resets for WHW03, EA7300, and VLP01 (KB specifies 10–15 seconds). This caused unnecessary delays and confusion.

#LTS00074179

Next Step: Use KB-defined reset durations (e.g., 10 seconds for WHW03, 15 seconds for EA series) and verify LED behavior post-reset.

1. Warranty Verification Before Troubleshooting

> “This node is actually one of our first generation router…”

> Assumed out-of-warranty status without lookup, risking non-compliance when offering paid support or advanced troubleshooting.

#LTS00132483

Next Step: Perform warranty checks via serial number before proceeding with diagnostics or quoting paid support.

Next Week's Focus

• Practice KB-verified reset durations for WHW, EA, and VLP models (10–15 seconds) and confirm post-reset LED states.
• Systematically verify warranty status via serial number lookup before offering troubleshooting or paid support paths.
• Avoid fabricated technical terms (e.g., “device manager,” “communicator files”)—refer strictly to KB guidance.
• Streamline serial number collection by asking for it upfront and repeating it back for accuracy.

Technical Accuracy

Improvement

Incorrectly stated that Wi-Fi password and router admin password are the same for MR7350, contradicting KB guidance.

#LTS00086970

Improvement

Incorrectly claimed Linksys Smart Wi-Fi cloud service and myrouter.info are discontinued for WHW03, contradicting KB.

#LTS00074179

Improvement

Falsely claimed firmware updates cost $15 for MX2000, violating accuracy and compliance policies.

#LTS00101564

Improvement

Incorrectly stated that the Linksys app is discontinued for MR8300, contradicting KB.

#LTS00132051

Improvement

Provided a fictional model number ‘M4X4X Ray 6220’ instead of MX6200.

#LTS00132051

Improvement

Introduced fabricated technical concepts (‘device manager’, ‘communicator files’) with no basis in KB.

#LTS00132483

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00132427 — Pending with Level 2

Coach Appendix

High-signal trend: Inconsistent reset procedures and warranty verification dominate accuracy gaps. Focus next coaching on KB-aligned reset durations (10–15 seconds) and mandatory serial-based warranty checks before troubleshooting or escalation. Avoid fabricated terms; rely strictly on KB.

This Week's Calls