gerlie.miguello@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 30 LTS queue calls vs 4 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

• MBE is the slowest family at 39m 12s; outlier: 2.6x weekly median handle time.
• WHW is the slowest family at 32m 40s; outlier: 2.2x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.39 vs. last week.
• Accuracy moved down 0.32 vs. last week.
• Average handle time moved down by 1m 54s.
• Family swing: EA handle time moved down by 14m 45s vs. last week.
• Family swing: WHW handle time moved down by 9m 57s vs. last week.
• Family swing: E handle time moved up by 7m 58s vs. last week.

What Went Well

1. Accurate product identification

> “Based on the serial number, this is an MX6200 mesh system.”

#dfed52f2-5a95-11f1-a6a9-42010a623f91

1. Effective troubleshooting guidance

> “Move the node within 1 meter of the parent, perform a 15-second reset, and re-add via the app. Signal strength was -57 dBm after pairing.”

#dfed52f2-5a95-11f1-a6a9-42010a623f91

Growth Opportunities

1. Correct reset durations and LED interpretation

> “I instructed a 15-second reset for the WHW03 node, but the KB specifies 10 seconds for Velop devices.”

#cfefb584-58e2-11f1-9b51-42010a62006f

Next step: Always verify model-specific reset times (10s for WHW/MX, 15s for MBE) and LED states (solid purple = ready for WHW, solid white = online).

1. Verify resolution outcomes before closure

> “I guided the customer through re-pairing but did not confirm the node appeared in the app or test internet connectivity.”

#9c0d8b86-590c-11f1-b671-42010a623f91

Next step: After troubleshooting, always confirm:

- Node status in app/web UI

- Internet access via speed test or device check

- Customer confirmation of successful use

Next Week's Focus

1. Standardize reset procedures: Create a quick-reference cheat sheet for model-specific reset durations (10s vs. 15s) and LED meanings.
2. Resolution verification checklist: Add “Confirm node in app + test internet” to post-troubleshooting scripts.
3. Escalation readiness: For connectivity cases, document WAN/LAN cable checks, modem reboot steps, and signal strength before escalating.
4. Self-help path expansion: Develop email templates with KB links for common setup/access issues to reduce repeat contacts.

Technical Accuracy

Strength

• Correct MX6200 compatibility confirmation and app-based re-pairing guidance.

#dfed52f2-5a95-11f1-a6a9-42010a623f91

Improvements

• Incorrect reset duration: 15s advised for WHW03 (KB: 10s).

#cfefb584-58e2-11f1-9b51-42010a62006f

• Wrong admin credentials: ‘admin/admin’ provided for MBE7000 (KB: ‘root’/label password).

#a93095e6-5a1b-11f1-ab49-42010a660053

• Incorrect URL: /sysinfo.cgi directed for MBE7000 (not supported).

#a93095e6-5a1b-11f1-ab49-42010a660053

• Model misidentification: ‘MVE 7000’ used instead of MBE7000, leading to invalid steps.

#a93095e6-5a1b-11f1-ab49-42010a660053

Coaching Moments

Improvement

“I advised disabling DFS in Wi-Fi settings during node setup, which is irrelevant and unsupported for mesh configuration.”

#b8db71c4-5b64-11f1-95f6-42010a623f91

Improvement

“I provided a 30-second reset instruction for the E9450, but the standard factory reset is ~10 seconds for most Linksys routers.”

#cd6381f0-5b6d-11f1-9f57-42010a623f91

Escalation Lessons: What L2 Did

#TE00130750 — Resolved by Level 2

• What L1 saw: MR20EC with purple LED (invalid state), connectivity failures after ISP handshake.
• Why it escalated: Payment processing failed, no technical troubleshooting performed, and case not documented.
• What L2 did: Attempted callbacks, left voicemail messages, and resolved via callback with customer unavailability.
• Current state: Resolved as callback.
• L1 learning points:

1. Interpret MR series LEDs correctly (solid blue = ready, purple is Velop-specific).

2. Guide customers through WAN settings (http://[REDACTED_PHONE]) when internet LED is orange.

3. Document cases even when payment issues block troubleshooting.

#TE00130829 — Resolved by Level 2

• What L1 saw: WHW03 child node blinking orange, inconsistent wired/Wi‑Fi backhaul reporting.
• Why it escalated: Incorrect technical guidance (router password = Wi‑Fi password) and no model confirmation.
• What L2 did: Verified model, clarified LED states, and re-pairing steps via web UI.
• Current state: Resolved.
• L1 learning points:

1. Confirm product model before giving model-specific instructions.

2. Use model-specific URLs (http://[REDACTED_PHONE] for WHW, not generic IPs).

3. Differentiate between router admin password and Wi‑Fi password.

#LTS00131009 — Resolved by Level 2

• What L1 saw: SPNMX42CF unable to access UI, blue loading circle.
• Why it escalated: Misidentified product and incomplete reset procedure.
• What L2 did: Guided through correct SPNM reset (10s), verified WAN cable, and accessed UI via http://[REDACTED_PHONE].
• Current state: Resolved.
• L1 learning points:

1. Use SPNM-specific reset (10s) and UI URL (http://[REDACTED_PHONE]).

2. Verify WAN cable and modem sync before UI access troubleshooting.

3. Collect serial number early to avoid misidentification.

#TE00131428 — Resolved by Level 2

• What L1 saw: MX2000 main node solid red, satellites red/blinking after ISP router removal.
• Why it escalated: Incorrect reset duration (15s vs. 10s) and no WAN verification.
• What L2 did: Confirmed WAN cable, performed 10s reset, and re-pairing via app.
• Current state: Resolved.
• L1 learning points:

1. Always verify WAN cable and modem reboot after ISP changes.

2. Use MX/Velop-specific 10s reset, not 15s.

3. Check node appearance in app/web UI post-reset before closing.

Coach Appendix

Internal use only

• Top trend: MBE and WHW families drive long handle times; inconsistent reset/LED guidance contributes to lower accuracy.
• Key action: Standardize model-specific troubleshooting scripts (reset durations, LED states, UI URLs) and implement resolution verification checklists.
• Evidence:

- 15s reset errors in WHW03 #cfefb584-58e2-11f1-9b51-42010a62006f

- Undocumented resolution in MX2000 connectivity case #1ed1033c-5b78-11f1-8e2c-42010a623f91

This Week's Calls

| [#LTS00