paulo.real@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• EA is the slowest family at 73m 2s; outlier: 2.5x weekly median handle time.
• MX is one of the slowest families at 35m 28s.

Problem Categories

Week-over-Week Movement

• Accuracy moved down 0.30 vs. last week.
• Communication moved down 0.23 vs. last week.
• Average handle time moved down by 2m 07s.
• Family swing: EA handle time moved up by 31m 03s vs. last week.
• Family swing: WHW handle time moved up by 21m 20s vs. last week.
• Family swing: OTHER handle time moved down by 8m 44s vs. last week.

What Went Well

1. Accurate troubleshooting guidance in MX6200 setup

Paulo successfully guided a customer through MX6200 setup by resetting the admin password using the recovery key and completing Wi‑Fi configuration, confirming functionality at the end of the call.

#LTS00132152

1. Professional communication in refund handling

During a WUSB6300 v2 adapter refund request, Paulo clearly communicated the $4.99 prorated refund amount, apologized for the inconvenience, and maintained a respectful tone despite customer frustration.

#TE00132488

Growth Opportunities

1. Correct recovery‑key and factory‑reset procedures

> “EA9500 doesn’t have a recovery key; you’ll need to do a full factory reset.”

Paulo incorrectly dismissed the recovery key on EA9500 and provided no step‑by‑step reset instructions, leaving the customer unsupported. Next step: Always verify recovery‑key eligibility via KB before recommending resets, and provide clear, model‑specific reset steps (e.g., 10‑second hold for EA9500).

#TE00121320

1. Accurate reset procedures and model identification

> “Hold the reset button for 20 seconds until the light turns off, then release.”

Paulo misdirected WHW01 reset procedures (should be 10‑second hold for solid blue) and misidentified WHW01 nodes as WHW03, causing unresolved connectivity. Next step: Confirm device model first, then follow model‑specific reset guides (e.g., 10‑second reset for WHW01/WHW03, 5‑press for MX6200).

#TE00131905 and #LTS00132504

Next Week's Focus

• Verify product model and warranty status before recommending resets or refunds.
• Use model‑specific reset guides: 10‑second hold for WHW01/WHW03, 5‑press for MX6200, recovery key for EA9500/EA8300.
• Document all troubleshooting steps in HappyFox to enable clean L2 handoffs.
• Proactively offer self‑help resources (KB articles, reset guides) for setup and connectivity issues.

Technical Accuracy

Improvement

Agent incorrectly stated EA9500 lacks recovery-key functionality, contradicting KB guidance.

Agent incorrectly dismissed the recovery key on EA9500 and provided no step‑by‑step reset instructions, leaving the customer unsupported.

#TE00121320

Improvement

Agent instructed a 20-second factory reset instead of the correct 10-second reset for EA8300.

Agent provided incorrect reset duration for EA8300, increasing customer confusion and failure risk.

#TE00131644

Improvement

Agent used invalid IP address for WHW03 admin access, leading to failed troubleshooting.

Agent directed customer to an incorrect IP address, preventing successful router access.

#TE00131905

Improvement

Agent misinstructed reset procedure for WHW01 nodes, leading to unresolved connectivity issues.

Agent provided a non‑existent reset sequence for WHW01, causing persistent red‑light issues.

#LTS00132504

Strength

Agent effectively guided customer through MX6200 setup and resolution.

Agent correctly executed MX6200 setup steps, including recovery‑key password reset and Wi‑Fi configuration.

#LTS00132152

Coaching Moments

Strength

“I’ve reset the admin password using the recovery key on the label. Let’s try logging in now.”

Clear, model‑specific guidance that restored access and resolved the issue.

#LTS00132152

Improvement

“The WUSB6300 is discontinued, so we can offer a $4.99 prorated refund.”

Professional handling of a refund request with clear communication of terms.

#TE00132488

Escalation Lessons: What L2 Did

#TE00121320 — Resolved by Level 2

• What L1 saw: Customer couldn’t access EA9500 admin page after forgetting password; provided recovery key (40150).
• Why it escalated: L1 incorrectly claimed EA9500 has no recovery key, advised unsupported full reset without steps, and misstated end-of-support date.
• Related call chain: Three prior L1 calls (May 26, June 1, June 2) all ended with unresolved issues and incorrect guidance.
• What L2 did: Verified recovery key validity, provided 10‑second reset steps, confirmed warranty status, and guided successful recovery.
• Current state: Resolved.
• L1 learning points:

1. Confirm recovery-key eligibility via KB before dismissing it.

2. Always provide model‑specific reset instructions (e.g., 10‑second hold for EA9500).

3. Verify warranty status before stating product support timelines.

#TE00131644 — Resolved by Level 2

• What L1 saw: EA8300 showing solid orange light, unable to access admin page after factory reset.
• Why it escalated: L1 instructed unsupported 20‑second reset and incorrect “admin” password for SPNM device.
• Related call chain: One prior L1 call (June 1) ended with escalation due to unresolved connectivity.
• What L2 did: Directed correct 10‑second reset, provided myrouter.local access, and validated modem-to-router connection.
• Current state: Resolved.
• L1 learning points:

1. Use 10‑second reset for EA8300, not 20‑second.

2. Default password for SPNM is “admin/admin,” not “admin” alone.

3. Isolate router from modem to test connectivity.

#TE00131905 — Resolved by Level 2

• What L1 saw: WHW03 mesh nodes flashing red/purple after ISP change; app failed to connect.
• Why it escalated: L1 used invalid IP address ([REDACTED_PHONE]) and unsupported 5‑press reset on WHW03.
• Related call chain: One prior L1 call (June 2) ended with escalation due to misidentified WHW01 as WHW03.
• What L2 did: Guided 10‑second factory reset, provided myrouter.info access, and re‑paired nodes via app.
• Current state: Resolved.
• L1 learning points:

1. Use 10‑second reset for WHW03, not 5‑press.

2. Correct admin URLs are 192.168.1.1 or myrouter.info, not customer‑specific IPs.

3. Confirm mesh topology before troubleshooting (parent vs. child node status).

#TE00132129 — Resolved by Level 2

• What L1 saw: WHW03 customer unable to access admin UI to separate Wi‑Fi bands.
• Why it escalated: L1 provided URL workaround but didn’t verify network access or guide factory reset.
• Related call chain: One prior L1 call (June 3) ended with escalation due to unresolved UI access.
• What L2 did: Confirmed local network access, provided KB URL, and guided factory reset if needed.
• Current state: Resolved.
• L1 learning points:

1. Verify customer can reach router on local network before suggesting URLs.

2. Walk through factory reset steps if URL fails (10‑second hold, reconnect, access via myrouter.info).

3. Collect model/serial number to confirm warranty and support eligibility.

#TE00132488 — Resolved by Level 2

• What L1 saw: WUSB6300 v2 adapter with intermittent disconnects on Windows 11; customer requested refund.
• Why it escalated: L1 didn’t verify warranty or collect proof of purchase before offering refund.
• Related call chain: One prior L1 call (June 5) ended with escalation due to unsupported hardware claim.
• What L2 did: Confirmed product discontinuation, offered prorated refund with return shipping terms, and documented decline.
• Current state: Resolved.
• L1 learning points:

1. Always verify warranty status and collect serial/purchase proof before offering refunds.

2. Provide clear RMA/return process details, including shipping responsibilities.

3. Escalate to manager for high‑frustration cases when customer rejects standard resolution.

Coach Appendix

• Weekly trend: Accuracy and communication scores dipped vs. last week, driven by incorrect technical guidance on resets and model identification. Handle times improved, but complex EA and WHW cases remain time-intensive.
• Key pattern: Recurring issues with recovery-key eligibility checks, reset procedure accuracy, and model-specific troubleshooting. Escalations often involve unresolved mesh or setup cases where L1 documentation was incomplete.
• Next coaching focus: Reinforce model-specific reset guides, emphasize warranty verification before refunds, and standardize escalation documentation for mesh systems.

This Week's Calls