rubierosa.levi@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 63m 36s; outlier: 2.9x weekly median handle time.
• RE is one of the slowest families at 25m 27s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.47 vs. last week.
• Accuracy moved up 0.54 vs. last week.
• Communication moved down 0.21 vs. last week.
• Average handle time moved up by 5m 27s.
• Family swing: SPN handle time moved down by 25m 52s vs. last week.
• Family swing: MX handle time moved down by 9m 15s vs. last week.

What Went Well

Technical guidance on Wi-Fi password re-entry

"Provided correct technical guidance to delete and re-enter Wi-Fi network [08:00]. Confirmed customer’s report of connection and closed call appropriately [19:00]."

#LTS00132376

Growth Opportunities

Incorrect technical guidance on router password recovery

"Inaccurate technical guidance: recovery-key reset is not a valid method for MX4200 Velop routers. This contradicts the KB, which specifies factory reset or app re-pairing for password recovery on Velop devices."

#LTS00131535

Next step: Confirm device model and direct customers to model-specific KB articles before suggesting recovery methods.

Protocol violations and lack of case information collection

"Failed to collect essential product details (model, serial, warranty). Did not follow a logical troubleshooting sequence; jumped between steps."

#LTS00132367

Next step: Systematically gather model, serial, and warranty status at call start, then follow step-by-step KB-guided troubleshooting.

Next Week's Focus

* Practice model-specific password recovery paths for Velop and non-Velop devices before suggesting resets

* Implement a standardized opening script to capture model, serial, and warranty status on all calls

* Use KB articles as primary troubleshooting guides for CONNECTIVITY issues; document steps taken

For unresolved cases, set clear follow-up actions (callback, email resources) before closing

Technical Accuracy

Improvement

Incorrect technical guidance: recovery-key reset is not supported for MX4200 Velop routers. The correct method is factory reset or app re-pairing.

#LTS00131535

Improvement

Provided wrong website URL ('Linksys wi-fi.com') instead of correct domain or status page for service outage. No escalation or self-help path provided.

#LTS00131750

Improvement

Provided incorrect reset instructions ('RESETTER20') for FGW5500 router. No standard troubleshooting protocol followed.

#LTS00094562

Improvement

Misidentified SPNM55 as SPMX55, leading to incorrect assumptions about device compatibility and irrelevant guidance (Verizon modems).

#LTS00131999

Improvement

Provided incorrect IP addresses ([REDACTED_PHONE], [REDACTED_PHONE]) and omitted correct direct UI URL for EA8100 router admin access.

#LTS00132367

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

Highest-signal trend: EA product family calls consume 2.9x weekly median handle time with consistently low accuracy/protocol scores. Recurring pattern of model-specific technical guidance errors (password recovery, reset procedures) and incomplete case information collection. Prioritize model-specific KB adherence and structured information gathering in next coaching session.

This Week's Calls