joziel.licmoan@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 32 | 17m 19s | MX6200 | CONNECTIVITY | 32 | 3 |
Work Mix Lens
- Frontline-heavy week: 34 LTS queue calls vs 6 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.30 | 32 |
| Protocol | 1.80 | 32 |
| Communication | 2.30 | 32 |
| Overall | 2.50 | 32 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| RE | 3 | 41m 24s | 2.00 | 2.00 | 1.33 | 1.67 | Outlier: 2.8x weekly median handle time |
| MX | 13 | 31m 2s | 2.53 | 2.23 | 1.77 | 2.23 | Outlier: 2.1x weekly median handle time |
| WHW | 8 | 27m 5s | 2.56 | 2.12 | 1.50 | 2.38 | Outlier: 1.8x weekly median handle time |
| MBE | 1 | 19m 43s | 1.40 | 1.00 | 2.00 | 2.00 | |
| MR | 6 | 14m 55s | 2.53 | 2.67 | 1.83 | 2.67 | |
| OTHER | 1 | 14m 5s | 1.70 | 1.00 | 1.00 | 3.00 | |
| EA | 6 | 12m 7s | 2.72 | 3.50 | 1.83 | 2.17 | |
| E | 2 | 9m 46s | 2.35 | 1.00 | 1.00 | 2.50 | |
| WRT | 1 | 7m 10s | 1.80 | 1.00 | 1.00 | 3.00 |
Key Observations
- RE is the slowest family at 41m 24s; outlier: 2.8x weekly median handle time.
- MX is the slowest family at 31m 2s; outlier: 2.1x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 18 | 20m 5s | 2.30 | 2.40 | 1.80 | 2.30 | ✓ |
| SETUP | 12 | 18m 7s | 2.40 | 2.30 | 1.80 | 2.30 | ✓ |
| ACCESS | 2 | 7m 32s | 3.20 | 4.00 | 2.00 | 2.50 |
Week-over-Week Movement
- Overall moved down 0.16 vs. last week.
- Accuracy moved down 0.25 vs. last week.
- Average handle time moved up by 2m 48s.
- Family swing: RE handle time moved up by 31m 02s vs. last week.
- Family swing: EA handle time moved down by 11m 16s vs. last week.
- Family swing: WHW handle time moved up by 8m 07s vs. last week.
What Went Well
- Accurate model identification
- Correctly identified MX6200, WHW03, and EA6350 models from serial numbers and customer descriptions, enabling appropriate troubleshooting paths.
- Example: In call #LTS00130613 (MX6200 mesh recovery), the agent verified model and guided a full reset and re-pairing, restoring connectivity.
- Effective use of self-help paths
- Provided clear email instructions for reset/reconfiguration on out-of-support devices, aligning with KB guidance.
- Example: In call #LTS00130751 (EA6500), the agent accurately identified the device as out-of-support and emailed step-by-step reset instructions.
Growth Opportunities
- Correct reset procedures
- Current practice: Instructed 30-second resets for MX6200, WHW03, and Velop Pro 6E nodes.
- What good looks like: Use model-specific reset durations (~15 seconds for MX6200/WHW03, until LED turns off for Velop Pro 6E). Verify LED behavior post-reset and confirm internet connectivity before closing.
- Next step: Review KB reset guidelines and practice model-specific durations.
- Proper pairing methods
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.
- What good looks like: Use app/WPS pairing for MX series, physical Pair button for WHW03, and 5-press only for LN1100/LN1400/MBE7000 Cognitive Mesh.
- Next step: Confirm product family before selecting pairing method and validate node addition in the app.
Next Week's Focus
- Verify WAN/internet connectivity before initiating resets on MX/WHW series.
- Collect serial numbers and warranty status on all hardware-troubleshooting calls.
- Use model-specific reset durations (e.g., 15s for MX6200, 10s for WHW03).
- Apply correct pairing method per product family (app/WPS for MX, Pair button for WHW03).
Technical Accuracy
| Type | Transcript Quote (if available) | Note | Ticket |
|---|---|---|---|
| Improvement | N/A | Incorrect reset procedure for Velop Pro 6E (MX6200); should use ~15-second hold until LED turns off, not indefinite hold. | #LTS00130763 |
| Improvement | N/A | Misapplied 5-press pairing method to MX6200; correct method is app-based or WPS pairing. | #LTS00130763 |
| Improvement | N/A | Provided factually inaccurate support lifecycle information; EA6350 remains supported for basic troubleshooting per KB. | #LTS00130892 |
| Improvement | N/A | Skipped basic WAN LED check and modem status verification before advising a full reset on MX6200. | #LTS00130613 |
| Strength | N/A | Accurately recognized EA6350 as older generation and set appropriate expectations for support. | #LTS00130955 |
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00023348 — Resolved by Level 2
- What L1 saw: MX6200 mesh node with intermittent disconnects, red LED, and no internet. L1 performed reset, 5-press pairing, DNS change, and app reinstallation.
- Why it escalated: Issue persisted after L1 troubleshooting; customer required immediate resolution to support homeschooling.
- What L2 did: Verified ISP connectivity, performed advanced troubleshooting (firmware sync, signal strength check), and confirmed mesh stability after 24-hour monitoring.
- Current state: Resolved after firmware update and proper node pairing.
- L1 learning points:
1. Always verify ISP/WAN connectivity before resetting mesh nodes.
2. For MX6200, use app/WPS pairing—not 5-press.
3. Document exact troubleshooting sequence and monitor post-fix stability.
#TE00131280 — Resolved by Level 2
- What L1 saw: EA7450 unable to access certain websites; extender worked but main node failed. L1 added static DNS and disabled filters.
- Why it escalated: Issue persisted; customer was on paid support and needed immediate resolution.
- What L2 did: Identified DNS misconfiguration, adjusted firewall rules, and validated connectivity via wired backup.
- Current state: Resolved after DNS and firewall corrections.
- L1 learning points:
1. For EA series, prefer standard DNS (8.8.8.8) over static unless KB dictates otherwise.
2. Check firewall settings when specific sites fail.
3. Offer wired backup connection when wireless fails.
#TE00131415 — Resolved by Level 2
- What L1 saw: RE6350 extender showed “no internet”; main node online. L1 reset extender and attempted manual setup.
- Why it escalated: Extender remained offline; customer paid for support and needed resolution.
- What L2 did: Verified extender firmware, performed clean factory reset, and re-added via app with correct channel selection.
- Current state: Resolved after firmware update and proper setup.
- L1 learning points:
1. For RE series, always update firmware before troubleshooting connectivity.
2. Use the Linksys app for RE setup—not web UI.
3. Confirm extender LED is solid green before closing the call.
Coach Appendix
High-signal trend: Frontline-heavy week with RE/MX/WHW handle times 1.8–2.8x median. Key gaps in reset duration accuracy and pairing method application. Prioritize model-specific reset procedures and pairing validation to improve resolution rates and reduce escalation volume.*
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130751 | 2026-05-25 | 3.0 | INBOUND | EA6500 | CONNECTIVITY | Closed with self-help |
| #LTS00130613 | 2026-05-25 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | Closed with self-help |
| #LTS00130763 | 2026-05-25 | 1.3 | INBOUND | MX6200 | SETUP | Abandoned or vague |
| #LTS00130763 | 2026-05-25 | 1.5 | INBOUND | MX6200 | SETUP | Abandoned or vague |
| #LTS00130763 | 2026-05-25 | 3.0 | OUTBOUND | MX6200 | SETUP | Closed with self-help |
| #LTS00101153 | 2026-05-25 | 3.2 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help |
| #LTS00130884 | 2026-05-26 | 3.0 | INBOUND