johnclark.labadan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Escalation-heavy week: 10 TE-owned calls vs 3 LTS queue calls.
• Coach as an escalation owner: emphasize case progression, diagnostics, documentation, and L2-ready handoffs.

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 69m 55s; outlier: 4.6x weekly median handle time.
• WHW is the slowest family at 50m 11s; outlier: 3.3x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.92 vs. last week.
• Protocol moved down 0.25 vs. last week.
• Communication moved up 0.17 vs. last week.
• Average handle time moved down by 23m 47s.
• Family swing: MR handle time moved down by 46m 44s vs. last week.
• Family swing: MX handle time moved down by 20m 07s vs. last week.

What Went Well

• Accurate troubleshooting steps for mesh node recovery: Applied the correct 5-press reset method for Velop mesh pairing at 00:26:00 (aligned with KB for MX/MR/WHW series).
• Effective remote troubleshooting for complex connectivity issues: Performed remote access, reset MX5300 nodes, disabled band-steering, and manually configured static IP/DNS on Xbox.

Growth Opportunities

• Incorrect technical guidance on LED states and pairing methods: Incorrect LED color guidance: Told customer to wait for blue light during reset (Velop nodes show purple when ready for setup). Used 5-press pairing which is not standard for Velop (should use web UI or app).
• Failure to perform basic troubleshooting before escalating: Failed to perform basic troubleshooting (e.g., guided power cycle, WAN cable check, or reset confirmation) before citing warranty status.

Next Week's Focus

• This week is escalation-heavy, so prioritize case progression, documentation, and L2-ready handoffs.
• Improve accuracy in technical guidance, particularly for LED states and pairing methods.
• Enhance troubleshooting protocols before escalating to warranty or paid support.
• Ensure consistent collection of product model and serial number at the start of calls.

Technical Accuracy

Improvement

Agent provided incorrect LED color interpretation and pairing method for Velop nodes, leading to unresolved connectivity issues.

Improvement

Agent did not perform basic troubleshooting steps before escalating to warranty discussion, leaving the customer without resolution.

Strength

Agent correctly applied the 5-press reset method for Velop mesh node recovery, resolving the connectivity issue.

Improvement

Agent provided incorrect default admin password, contradicting KB guidance.

Improvement

Agent incorrectly instructed 5-press pairing method for SPNM series, which is not supported per KB.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Resolved

• Call Outcome: All child nodes are now online (solid green/blue) and the customer's devices can connect to Wi-Fi. No further action required.
• Level 2 Resolution Steps: [{'timestamp': '2026-05-25 15:50:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Escalate for exceeding threshold Approved by Clark'}, {'timestamp': '2026-05-25 15:50:26', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-05-25 17:32:41', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-05-25 17:32:41', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-25 18:24:57', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 1:35 PM MNL 5/26/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Verify issue Cnode is closer to the main node 4 cnodes showing Nodes were reset already I ask if he has the app – doesnt have one I ask if he has a computer – he does Already in the pre login page Ask customer to click the image Ask to enter to admin – invalid Ask to enter a different one – done Will check DF SSID – showing _Velopsetup929 - 20J10M22A10523 _Velopsetup57C – 25F[REDACTED...'}, {'timestamp': '2026-05-25 18:25:56', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
• Current Status: Resolved

— — Resolved

• Call Outcome: Offered a callback; no schedule set.
• Level 2 Resolution Steps: [{'timestamp': '2026-05-26 23:53:15', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hello leads, Escalating this ticket to L2 unresolved PC Issue: Some of the apps not working like wallmat and amazon she can open it but once she tries to search for product it will say no internet but she also mentioned that everything working other than those apps and Roku TV TS: summary: we tried to power cycle it did not work we reset the router 3x still the same issue we tried to download the app but the cx have hardtime navigating phone tools and apps she managed to get in to the app howeve...'}, {'timestamp': '2026-05-26 23:53:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Advanced TS'}, {'timestamp': '2026-05-26 23:53:42', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-05-27 13:43:56', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 9:43 PM MNL 5/27/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer No one answer Routed to VM Left a message End call'}, {'timestamp': '2026-05-27 14:18:42', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-27 14:24:33', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 10:20 PM MNL 5/27/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer Customer answer Customer no longer want to do some TS Pacify the customer Still, she doesnt want to do more TS Inform customer instead if she wants to continue the TS just give us a call and look for me Customer understood No other concern Closing spiel'}, {'timestamp': '2026-05-27 14:24:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
• Current Status: Resolved

— — Resolved

• Call Outcome: All devices now have internet connectivity; monitor for 24‑48 hours and call back if problems persist.
• Level 2 Resolution Steps: [{'timestamp': '2026-05-27 13:29:33', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-27 17:23:58', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-05-27 17:23:59', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-27 17:57:24', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "CAT Callback: 12:45 AM MNL 5/28/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Available – yes Got the system last January Sometimes losses connection Phones connect but sometimes it shows no internet Some devices won't connect Xbox and TV are not connected I ask if he has a computer – his checking Open browser – remote access Session ID: [REDACTED_PHONE] Access the UI Able to login Access connectivity Disabled IPV6 – done Added a static DNS 1.1.1.1 and 1.0.0.1..."}, {'timestamp': '2026-05-27 17:57:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
• Current Status: Resolved

— — Resolved

• Call Outcome: Informed customer that Pro 7 nodes are discontinued and unavailable; advised to monitor Linksys website for future updates. No follow-up path established.
• Level 2 Resolution Steps: [{'timestamp': '2025-05-08 20:27:06', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'switching to Technical Escalations'}, {'timestamp': '2025-05-08 21:32:55', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2025-05-08 21:34:27', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2025-05-14 18:44:44', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Callback'}, {'timestamp': '2025-05-14 18:58:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00075510 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== Phone is ringing and I heart the automatic call back disclaimer I spoke to Obie, Customer said he is not device He already swapped the parent node and willing to proceed another p...'}, {'timestamp': '2025-05-14 18:58:19', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}, {'timestamp': '2025-05-15 18:46:45', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Inbound: [REDACTED_PHONE] Customer called for reconfiguration. He has been using his MBE7000 system for a long time (TE00075510) with 4 MBEs. Last night, 3 nodes turned solid red. He called to configure the network. Current Status: Pnode is solid white, and he wants to reset and start from scratch. Troubleshooting Plan: 1. Reset the Pnode and connect all nodes together, then set up his Wi-Fi name. 2. Reset the Pnode first – done. 3. Reset the child nodes – done. 4. Check the....'}]
• Current Status: Resolved

— — Resolved

• Level 2 Resolution Steps: [{'timestamp': '2026-05-28 14:43:44', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-28 14:44:40', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-05-28 14:44:40', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-28 15:48:49', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 11:10 PM MNL 5/28/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Ask customer to get all the cnodes and bring them closer LAY TS PLAN since customer wants his linksys to be in bridged 2 cnodes is flashing red Inform customer will reset the cnode Offer remote access – agree Able to access the UI Access the UI – check the IP: [REDACTED_PHONE] Enter admin password – done Adding the cnodes using UI Click add wireless cnode - done Cnodes responds – bli...'}, {'timestamp': '2026-05-28 15:48:59', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
• Current Status: Resolved

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve accuracy in technical guidance, particularly for LED states and pairing methods.; Enhance troubleshooting protocols before escalating to warranty or paid support.; Ensure consistent collection of product model and serial number at the start of calls.

This Week's Calls