jorgenathaniel.amores@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 44 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

• MX is the slowest family at 34m 7s; outlier: 2.4x weekly median handle time.
• MR is the slowest family at 22m 40s; outlier: 1.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.31 vs. last week.
• Communication moved down 0.24 vs. last week.
• Family swing: OTHER handle time moved down by 23m 20s vs. last week.
• Family swing: MX handle time moved up by 15m 37s vs. last week.
• Family swing: WHW handle time moved down by 15m 28s vs. last week.

What Went Well

Accurate Model Identification

Collected the correct model number (EA7450) and serial number from the customer.

#LTS00131509

Effective Self-Help Guidance

Provided accurate and effective self-help guidance to remove the Express VPN app, which resolved the issue.

#LTS00128564

Growth Opportunities

Incorrect Technical Guidance on LED Interpretation

Provided materially incorrect LED interpretations for WHW03 (e.g., 'teal' as 'blueish green', 'red' as 'magenta'), contradicting KB guidance.

#LTS00125989

Failure to Follow Troubleshooting Protocols

Failed to perform basic troubleshooting steps (power-cycle, WAN check, LED interpretation) despite flashing red LED, a clear failure state per KB.

#LTS00130784

Next Week's Focus

• Practice LED-state verification for WHW/MX series using official KB definitions before suggesting resets.
• Implement structured WAN/diagnostic checks for connectivity issues on MX/MR families to reduce handle time.
• Reduce premature paid-support offers by confirming self-help paths and warranty status first.

Technical Accuracy

Improvement

Critical omission of basic troubleshooting steps for connectivity issue.

#LTS00130784

Strength

Effective resolution of connectivity issue by guiding customer to remove conflicting app.

#LTS00128564

Improvement

Incorrect LED interpretation led to misdiagnosis of node status.

#LTS00125989

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00130794 — Resolved by Level 2

• What L1 saw: Customer unable to access mesh network; primary node pink, child nodes red/blinking.
• Why it escalated: L1 suggested hardware fault but provided no concrete fix, escalation, or replacement path.
• Related call chain: Follow-up calls by other agents still unresolved; one node remains solid magenta.
• What L2 did: Verified warranty, performed sysinfo, rebooted primary node, attempted 5-press pairing, and resolved via factory reset and recovery reset.
• Current state: Resolved.
• L1 learning points:

1. Confirm WAN connectivity and modem status before suggesting resets.

2. Use correct LED interpretations: MX2000 LEDs are purple/white/red only—no magenta.

3. Initiate RMA for unresponsive nodes under warranty instead of vague escalation.

#TE00131295 — Resolved by Level 2

• What L1 saw: Customer unable to open WebUI on MX6200; white screen after multiple browser attempts.
• Why it escalated: Vague escalation with no case number, follow-up timeframe, or self-help path.
• Related call chain: L1 and another agent failed to resolve; customer later reported MX6200 was replaced with MR9600.
• What L2 did: Performed callback, verified ISP functionality, guided through factory reset, and confirmed resolution via app.
• Current state: Resolved.
• L1 learning points:

1. Always provide case number and clear next steps during escalation.

2. Verify ISP service before troubleshooting router WebUI.

3. Offer self-help resources (e.g., factory reset instructions) before escalating.

#TE00131478 — Resolved by Level 2

• What L1 saw: MR8300 reporting slow speeds; out of warranty; unable to test wired connection.
• Why it escalated: Customer declined paid support; no further action taken.
• Related call chain: L1 offered factory reset self-help or paid-support; no fix confirmed.
• What L2 did: Reviewed ticket, confirmed out-of-warranty status, and offered paid support or replacement options.
• Current state: Resolved.
• L1 learning points:

1. For out-of-warranty cases, clearly explain paid-support options and self-help paths.

2. Verify modem/ISP speeds before concluding router is the issue.

3. Document all steps and next steps clearly to avoid ambiguity.

Coach Appendix

• Weekly Trend: MX and MR families dominate handle time with significantly longer averages than other product families. Accuracy scores are lower in these families, indicating a need for focused training on WAN verification and LED-state interpretation.
• Recurring Pattern: Premature escalation to paid support without exhausting self-help options or confirming warranty status.
• Evidence: Calls #LTS00130784 and #LTS00125989 demonstrate inconsistent LED interpretation and incomplete troubleshooting protocols.

This Week's Calls