jeraldjun.villanubos@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 26 LTS queue calls vs 8 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

• WRT is the slowest family at 40m 34s; outlier: 2.5x weekly median handle time.
• MX is the slowest family at 40m 9s; outlier: 2.4x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.24 vs. last week.
• Accuracy moved down 0.72 vs. last week.
• Protocol moved down 0.15 vs. last week.
• Average handle time moved up by 2m 16s.
• Family swing: WRT handle time moved up by 32m 23s vs. last week.
• Family swing: WHW handle time moved up by 8m 52s vs. last week.
• Family swing: MR handle time moved up by 5m 19s vs. last week.

What Went Well

Effective use of local admin URL

Successfully guided customer to access router admin page at http://[REDACTED_PHONE]

#LTS00130775

Successful node pairing guidance

Guided customer through resetting and pairing child nodes, resulting in solid white LEDs confirming successful pairing

#LTS00131069

Growth Opportunities

Incorrect technical guidance on reset procedures

Provided wrong reset duration (20 seconds instead of 10-15 seconds) and incorrect LED interpretations for multiple models

#LTS00130740

Premature paid support offers without troubleshooting

Offered paid support before attempting basic troubleshooting or verifying warranty status

#LTS00130761

Next Week's Focus

• Verify warranty status and collect full device information (model, serial number) at the start of every call.
• Master standard reset procedures (10-15 seconds for Velop/MX series) and LED state interpretation.
• Perform basic troubleshooting (power cycle, WAN check, LED verification) before offering paid support.
• Use correct admin URLs (http://[REDACTED_PHONE] or http://myrouter.local) and default passwords.

Technical Accuracy

Improvement

Incorrect reset procedure provided for WHW01 model, leading to potential customer confusion and ineffective troubleshooting

#LTS00130740

Improvement

Provided factually incorrect information about driver availability, potentially leading customer to unnecessary paid support

#LTS00130791

Improvement

Incorrect IP address provided led to failed login attempts and unresolved connectivity issue

#LTS00130891

Improvement

Provided incorrect pairing method for WHW03 model, leading to failed setup attempts

#LTS00131116

Improvement

Incorrect URL provided led to failed access attempts and wasted troubleshooting time

#LTS00131252

Coaching Moments

Strength

"I successfully re-added a defective parent node as a child node, restoring basic functionality"

#LTS00130740

Strength

"Correctly directed customer to access router admin page at [REDACTED_PHONE]"

#LTS00130740

Strength

"Accurately instructed DHCP reservation setup under Local Network settings"

#LTS00130740

Strength

"Correctly advised changing 5 GHz channel to 48 to avoid interference"

#LTS00130740

Improvement

"Failed to collect or verify full product model number and serial number despite multiple opportunities"

#LTS00130740

Improvement

"Did not verify warranty status or initiate replacement/RMA process despite customer requesting it"

#LTS00130740

Improvement

"Provided incorrect reset duration (20 seconds) — KB specifies 10–15 seconds for Velop nodes"

#LTS00130740

Improvement

"Gave contradictory information about device model (MR2300 vs. WHW03), risking incorrect troubleshooting"

#LTS00130740

Escalation Lessons: What L2 Did

#TE00130963 — Resolved by Level 2

• What L1 saw: Customer reports selective connectivity issue — specific applications (Walmart, Amazon) and Roku TV are unable to access the internet (error: “No Internet”), while other apps and general browsing are working normally.
• Why it escalated: Escalation trigger was not explicit in the available notes.
• Related call chain: This was a repeat contact, callback, another L1 handoff, and escalation after an earlier closure.
• What L2 did: Level 2 conducted advanced troubleshooting, including firmware re-flash and isolation steps, and ultimately resolved the issue.
• Current state: Resolved.
• L1 learning points:

1. Collect model/serial/firmware/topology details before escalation.

2. Verify LED state and confirm modem/ISP handoff.

3. Document exact troubleshooting sequence and pivot if steps fail.

#TE00131114 — Resolved by Level 2

• What L1 saw: LAPAC1750C_No Internet Connection.
• Why it escalated: Device is EOS (End of Support) with connectivity issues.
• Related call chain: Single L1 contact before escalation.
• What L2 did: Level 2 confirmed EOS status and provided guidance on alternative solutions.
• Current state: Resolved.
• L1 learning points:

1. Verify EOS status before troubleshooting.

2. Provide clear self-help resources for EOS devices.

3. Set realistic expectations for support on discontinued products.

#TE00131111 — Resolved by Level 2

• What L1 saw: EA9300_No internet but computer wired to internet source works fine.
• Why it escalated: Beyond threshold issue with no resolution achieved.
• Related call chain: Multiple L1 contacts with inconsistent guidance.
• What L2 did: Level 2 isolated the issue to the router and provided firmware re-flash instructions.
• Current state: Resolved.
• L1 learning points:

1. Perform basic connectivity checks (WAN LED, modem status).

2. Document troubleshooting steps clearly.

3. Escalate with complete information when stuck.

#TE00131346 — Resolved by Level 2

• What L1 saw: WRT3200ACM_No Internet after modem replacement.
• Why it escalated: Advanced TS and beyond threshold.
• Related call chain: Multiple L1 contacts with partial resolution.
• What L2 did: Level 2 confirmed WAN connectivity and guided through router reconfiguration.
• Current state: Resolved.
• L1 learning points:

1. Verify WAN status after modem changes.

2. Guide customers through router reconfiguration steps.

3. Escalate with clear description of symptoms and steps taken.

Coach Appendix

• Highest-signal weekly trend: Connectivity issues dominate calls with lower accuracy and protocol scores, particularly on MX and WRT families.
• Recurring technical pattern: Incorrect reset procedures and premature paid support offers without proper troubleshooting.
• Key evidence:

- Incorrect reset durations provided in #LTS00130740 and #LTS00131116.

- Premature paid support offers in #LTS00130761 and #LTS00130791.

This Week's Calls