dorothybelle.oraiz@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 25 LTS queue calls vs 1 TE-owned calls.
• Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 49m 40s; outlier: 2.7x weekly median handle time.
• WHW is the slowest family at 36m 30s; outlier: 2.0x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Protocol moved down 0.17 vs. last week.
• Average handle time moved up by 11m 40s.
• Family swing: WHW handle time moved up by 24m 44s vs. last week.
• Family swing: MR handle time moved up by 5m 25s vs. last week.
• Family swing: EA handle time moved down by 3m 37s vs. last week.

What Went Well

1. Local admin URL guidance

> "For most current Linksys routers, you can access the admin interface via http://myrouter.local."

#LTS00130802

1. LED status validation

> "Solid white LED confirms successful node addition per our knowledge base."

#LTS00081570

Growth Opportunities

1. Model-specific reset procedures

> "Hold the reset button for 20 seconds and perform five presses to enter pairing mode."

#LTS00117148

Next step: Confirm device family before issuing reset instructions. Velop (WHW/MX/MR) requires 10-second reset only; 5-press pairing applies only to Cognitive Mesh (LN/MBE) series.

1. Warranty verification before paid support

> "Your device is out of warranty; paid support costs $15."

#LTS00130795

Next step: Verify warranty status via serial number lookup before offering paid support. Use free troubleshooting first.

Next Week's Focus

• Validate device family before issuing model-specific commands (e.g., reset duration, pairing methods).
• Document warranty status early in calls using serial numbers to avoid premature paid support offers.
• Confirm functional connectivity (internet access, client performance) after mesh node additions—not just LED status.
• Use concise, structured troubleshooting for MX/WHW families to reduce handle times.

Technical Accuracy

Improvement

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

#LTS00117148

Improvement

• Provided incorrect LED interpretation: claimed solid green indicates connection for Velop nodes. KB specifies solid white as successful connection.

#LTS00081570

Improvement

• Instructed 20-second reset on MX4200 Velop, contradicting KB’s 10-second requirement. Also suggested [REDACTED_PHONE] instead of [REDACTED_PHONE] or myrouter.local.

#TE00131348

Coaching Moments

Improvement

"The Linksys app is no longer supported for WHW03 setup."

Note: Correctly identified app deprecation but missed opportunity to confirm local admin access via myrouter.local.

#LTS00084720

Improvement

"Your EA2500 V4 is incompatible with the Linksys app."

Note: Factually incorrect—EA2500 supports the legacy Linksys Smart Wi-Fi app. Failed to verify app compatibility before escalating.

#LTS00131516

Escalation Lessons: What L2 Did

#TE00131348 — Resolved by Level 2

• What L1 saw: Customer couldn’t access personal website via MX4200 mesh; worked via ISP router. Intermittent hangs/slow loads.
• Why it escalated: L1 applied unsupported troubleshooting (20-second reset, 5-press pairing) without validating model-specific procedures.
• Related call chain: Multiple L1 attempts failed; L2 initiated after escalation.
• What L2 did:

- Verified MX4200 model and serial number.

- Performed correct 10-second factory reset.

- Guided customer to access myrouter.local and reconfigure Wi-Fi settings.

- Confirmed functional connectivity via speed tests and node map validation.

• Current state: Resolved—customer confirmed restored access.
• L1 learning points:

1. Always confirm product model before reset/pairing instructions.

2. Use 10-second reset for Velop devices; 5-press pairing applies only to Cognitive Mesh.

3. Validate functional connectivity (speed tests, node map) post-troubleshooting.

Coach Appendix

Primary trend: Frequent protocol missteps in MX/WHW families due to model-specific command errors (reset duration, pairing methods) and premature paid support offers. Key leverage point: structured warranty verification and device-family validation before technical guidance.

This Week's Calls