paolo.ebora@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 150m 45s; outlier: 2.9x weekly median handle time.
• MX is one of the slowest families at 54m 18s.

Problem Categories

Week-over-Week Movement

• Protocol moved down 0.37 vs. last week.
• Communication moved down 0.20 vs. last week.
• Average handle time moved up by 4m 11s.
• Family swing: MBE handle time moved down by 8m 51s vs. last week.

What Went Well

• Effective resolution of wired speed bottleneck

> Correctly diagnosed the 10/100 link bottleneck via adapter status check ([44:00–45:00]), aligning with KB guidance on wired speed limitations.

#TE00131478

• Successful mesh node pairing

> Successfully guided customer to confirm network functionality via app showing 5 nodes and 23 devices at [41:00].

#TE00132422

Growth Opportunities

• Incorrect technical guidance and protocol adherence

> Provided wrong admin login method for Velop router (username/password) at [31:00], [32:00] — Velop uses password-only authentication.

#TE00023348

- Next Step: Always verify authentication requirements specific to the device model before instructing customers.

• Failure to collect critical product information

> Failed to collect product serial number or verify warranty status throughout the call.

#TE00023348

- Next Step: Implement a consistent opening script to capture essential product details (model, serial number, warranty status) early in every call.

Next Week's Focus

• Implement a consistent opening script to capture essential product details (model, serial number, warranty status) early in every call.
• Review and apply correct KB guidance for model-specific procedures, especially for authentication and pairing methods.
• Focus on improving protocol adherence by following documented troubleshooting flows and avoiding unnecessary steps.
• Practice efficient call control to reduce handle times and improve customer experience.

Technical Accuracy

• Improvement

> Incorrect login guidance for Velop router; should use password-only authentication per KB.

#TE00023348

• Improvement

> Incorrect pairing method for WHW01; should use app/web UI pairing per KB.

#LTS00131738

• Improvement

> Incorrect admin URL for MBE7000; should use myrouter.info per KB.

#TE00124455

• Strength

> Accurate diagnosis of wired speed bottleneck; aligned with KB guidance.

#TE00131478

• Strength

> Successfully resolved mesh node pairing issue; confirmed full network functionality.

#TE00132422

Coaching Moments

• Improvement

> Provided wrong admin login method for Velop router (username/password) at [31:00], [32:00] — Velop uses password-only authentication.

#TE00023348

• Improvement

> Incorrect pairing method for WHW01; should use app/web UI pairing per KB.

#LTS00131738

• Improvement

> Incorrect admin URL for MBE7000; should use myrouter.info per KB.

#TE00124455

Escalation Lessons: What L2 Did

#TE00116301 — Resolved by Level 2

• What L1 saw: Customer reported a mesh child node stuck with a solid red LED and unable to pair. L1 attempted resets and reconfiguration but failed to follow standard protocols.
• Why it escalated: The case was escalated due to unresolved issues and incorrect troubleshooting steps performed by L1.
• Related call chain: This was a repeat contact involving multiple agents, highlighting a pattern of incomplete resolutions.
• What L2 did: L2 reviewed the case, identified the need for proper mesh-rebuild procedures, and guided the customer through correct reset and pairing steps, resulting in resolution.
• Current state: The case is resolved.
• L1 learning points:

- Always follow standard mesh-rebuild procedures (reset, 5-press, Pair button) for Velop devices.

- Collect and verify product details (model, serial number, warranty status) early in the call.

- Avoid unconventional reconfiguration steps that deviate from KB guidance.

#TE00023348 — Resolved by Level 2

• What L1 saw: Customer reported intermittent connectivity issues with an MX6200 mesh system. L1 attempted firmware reflash but provided inaccurate instructions and failed to verify resolution.
• Why it escalated: The case was escalated due to unresolved issues and incorrect technical guidance provided by L1.
• Related call chain: This was a repeat contact involving multiple agents, indicating a need for consistent and accurate troubleshooting.
• What L2 did: L2 reviewed the case, identified the need for proper firmware reflash procedures, and guided the customer through correct steps, resulting in resolution.
• Current state: The case is resolved.
• L1 learning points:

- Verify product model and warranty status before proceeding with firmware reflash.

- Follow accurate and model-specific instructions for firmware reflash procedures.

- Confirm resolution with the customer before closing the case.

#TE00131478 — Resolved by Level 2

• What L1 saw: Customer reported slow wired speeds on an MR8300 router. L1 identified a potential issue but did not collect essential product information or follow efficient troubleshooting steps.
• Why it escalated: The case was escalated due to incomplete troubleshooting and missing product details.
• Related call chain: This was a single contact, highlighting the need for thorough initial diagnostics.
• What L2 did: L2 reviewed the case, identified the need for proper diagnostics (e.g., checking Ethernet adapter link speed), and guided the customer through correct steps, resulting in resolution.
• Current state: The case is resolved.
• L1 learning points:

- Collect essential product information (model, serial number, warranty status) early in the call.

- Follow efficient and model-specific troubleshooting steps to diagnose and resolve issues.

- Validate resolution with the customer before closing the case.

#TE00124455 — Pending with Level 2

• What L1 saw: Customer reported slow internet speed and inability to access the router admin page on an MBE7000. L1 provided incorrect guidance and abandoned the call without resolution.
• Why it escalated: The case was escalated due to incorrect technical guidance and lack of resolution.
• Related call chain: This was a repeat contact involving multiple agents, indicating a pattern of incomplete resolutions.
• What L2 did: L2 reviewed the case, identified the need for proper diagnostics (e.g., verifying admin URL, checking LED status), and attempted to guide the customer through correct steps. However, the case remains unresolved.
• Current state: The case is pending with Level 2.
• L1 learning points:

- Provide accurate and model-specific guidance for accessing the router admin page.

- Follow proper troubleshooting steps and avoid abandoning calls without resolution.

- Collect essential product information (model, serial number, warranty status) early in the call.

#TE00132422 — Resolved by Level 2

• What L1 saw: Customer reported difficulty adding a new MX6200 node to an existing mesh network. L1 attempted basic troubleshooting but did not follow proper mesh pairing procedures.
• Why it escalated: The case was escalated due to unresolved issues and incorrect troubleshooting steps performed by L1.
• Related call chain: This was a repeat contact involving multiple agents, highlighting a pattern of incomplete resolutions.
• What L2 did: L2 reviewed the case, identified the need for proper mesh pairing procedures (e.g., 5-press pairing), and guided the customer through correct steps, resulting in resolution.
• Current state: The case is resolved.
• L1 learning points:

- Follow proper mesh pairing procedures (e.g., 5-press pairing) for MX series devices.

- Collect and verify product details (model, serial number, warranty status) early in the call.

- Avoid unconventional pairing methods that deviate from KB guidance.

Coach Appendix

• Highest-signal weekly trend: The agent struggled with collecting critical product information and applying correct model-specific procedures, leading to unresolved issues and escalations. Focus on improving initial diagnostics and adherence to KB guidance.
• Recurring pattern: Inaccurate technical guidance and incomplete troubleshooting steps were common, particularly in connectivity and setup issues. Emphasize the importance of verifying product details and following documented procedures.

This Week's Calls