trecia.malunjao@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is one of the slowest families at 19m 23s.
• SPN is one of the slowest families at 15m 29s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.16 vs. last week.
• Average handle time moved down by 15m 02s.
• Family swing: SPN handle time moved down by 18m 57s vs. last week.
• Family swing: WHW handle time moved down by 16m 43s vs. last week.
• Family swing: MX handle time moved down by 5m 43s vs. last week.

What Went Well

1. Accurate device identification and model-specific guidance

> "Your device is a SPM60. It's from communi..."

#LTS00123265

- Correctly identified SPNM60 as a Community Fibre unit and directed to model-specific recovery flow.

1. Effective mesh network troubleshooting

> "Performed 5-press reset on parent node... Connected phone to default Velop Setup SSID..."

#LTS00131622

- Used KB-aligned 5-press reset for MX6200 and guided successful firmware update initiation.

Growth Opportunities

1. Avoid model-specific admin URL errors

> "Instructed customer to open a browser and navigate to incorrect IP addresses ([REDACTED_PHONE] and [REDACTED_PHONE])"

#LTS00131560

Next step: Always verify the correct admin URL (e.g., myrouter.info for SPNMX-series) before guiding login attempts.

1. Strengthen IPv6 and DNS guidance

> "Stated disabling IPv6 should not affect UI access – contrary to KB... Provided incorrect DNS entry guidance: '8 on each box and 8884'"

#LTS00131612

Next step: Reference KB procedures for IPv6 disable/re-enable on SPNM60 and validate DNS entries against IP format standards.

Next Week's Focus

1. Double-check model-specific admin URLs before any login guidance — keep a quick-reference sheet handy.
2. Practice structured connectivity diagnostics: verify WAN status, run speed tests, and document LED states before escalating.
3. Use model-specific KB articles for SPN/WHW/WRT devices to reduce guesswork in password resets and setup flows.
4. Confirm resolution before closing: always ask the customer to validate access/post-change functionality.

Technical Accuracy

Improvement

"Provided inaccurate default admin password information: claimed it is the Wi‑Fi name, which is false for SPNM60 per KB."

#LTS00123265

• Note: SPNM60 default credentials are admin/admin — never the Wi‑Fi name. Always cross-check KB before stating defaults.

Improvement

"Provided incorrect router admin URL ([REDACTED_PHONE]) for SPNMX-series device, which requires myrouter.info per KB."

#LTS00131560

• Note: SPNMX-series devices use myrouter.info for local admin access — avoid generic IP assumptions.

Improvement

"Dismissed valid IPv6 impact on SPNM60 and provided invalid DNS guidance ('8 on each box and 8884'), leading to 'invalid parameters' error."

#LTS00131612

• Note: Disabling IPv6 on SPNM60 can block UI access per KB. DNS fields require valid IP addresses (e.g., 8.8.8.8, not 8).

Strength

"Correctly used the 5-press reset method for MX6200 mesh nodes per KB and guided customer to connect to the default 'Velop Setup' SSID."

#LTS00131622

• Note: 5-press reset is the KB-recommended method for MX6200 mesh nodes — great adherence.

Coaching Moments

Improvement

"Failed to provide the correct local admin URL (myrouter.local or myrouter.info) for WHW01 model, which is essential for login and setup recovery."

#LTS00131604

• Note: WHW01 requires myrouter.local or myrouter.info — always confirm URL before guiding app/web UI access.

Improvement

"Did not verify WAN/internet connectivity or check physical cabling between modem and router."

#LTS00131604

• Note: Physical layer checks are foundational — add them to your initial diagnostic script.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

Internal context only:

• Top trend: SPN model handling remains time-intensive with accuracy gaps — prioritize KB review for SPNM60/SPNMX series.
• Recurring pattern: Admin URL and DNS guidance errors suggest need for model-specific script reinforcement.
• Positive signal: Mesh troubleshooting (MX6200) shows strong KB adherence — replicate this approach across product families.

This Week's Calls