mikaelhjoshua.anasco@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
22	23m 35s	WHW03	SETUP	22	6

Work Mix Lens

Frontline-heavy week: 18 LTS queue calls vs 7 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	2.10	22
Protocol	1.80	22
Communication	2.30	22
Overall	2.20	22

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
WHW	4	44m 36s	2.58	2.50	1.75	2.25	Outlier: 2.6x weekly median handle time
LN	2	43m 32s	1.70	1.00	1.50	2.50	Outlier: 2.5x weekly median handle time
MX	5	33m 46s	2.08	1.20	1.80	2.80	Outlier: 2.0x weekly median handle time
MR	2	28m 32s	1.80	2.00	2.00	2.50	Outlier: 1.7x weekly median handle time
EA	2	17m 8s	1.60	1.00	2.00	2.00
SPN	6	13m 46s	2.42	2.67	1.83	2.67
E	1	10m 16s	1.50	1.00	1.00	1.00
RE	2	8m 19s	2.15	2.00	1.00	1.50
OTHER	1	4m 44s	3.00	4.00	1.00	2.00

Key Observations

WHW is the slowest family at 44m 36s; outlier: 2.6x weekly median handle time.
LN is the slowest family at 43m 32s; outlier: 2.5x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
SETUP	8	33m 46s	2.00	1.90	1.80	2.40	✓
ACCESS	6	11m 21s	2.30	2.20	1.80	2.30
CONNECTIVITY	5	24m 38s	2.10	2.00	2.00	2.40	✓
GENERAL INQUIRY	2	5m 44s	2.40	3.00	1.50	1.50

Week-over-Week Movement

Overall moved down 0.26 vs. last week.
Accuracy moved down 0.18 vs. last week.
Average handle time moved down by 2m 25s.
Family swing: WHW handle time moved up by 19m 04s vs. last week.
Family swing: SPN handle time moved down by 18m 22s vs. last week.
Family swing: OTHER handle time moved down by 4m 00s vs. last week.

What Went Well

Effective use of recovery key for password reset: Guided customer to use the router admin password and the five-digit recovery key printed on the parent node to reset the app password.
Persistence in troubleshooting: Agent persisted in trying multiple troubleshooting methods rather than ending the call abruptly.

Growth Opportunities

Incorrect technical guidance on router setup: Provided incorrect default admin credentials (admin/admin) for SPNM60, contradicting Linksys KB.
Failure to verify product model before troubleshooting: Failed to confirm product model despite serial number being provided, leading to ambiguous instructions.

Next Week's Focus

This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
Improve model verification before providing technical guidance
Ensure correct default credentials and reset procedures per KB
Reduce reliance on incorrect pairing methods for unsupported devices
Enhance troubleshooting discipline and follow-up protocols

Technical Accuracy

Improvement

Agent incorrectly advised using 'admin/admin' as default credentials for SPNM60, which is inaccurate per KB. Correct default is Wi-Fi password printed on label.

Improvement

Agent applied 5-press reset method to SPNM device, which is not supported. Correct method for SPNM is Pair button.

Improvement

Agent failed to confirm product model before providing troubleshooting steps, leading to incorrect guidance.

Improvement

Agent incorrectly stated that cognitive-mesh must always remain the parent node, contradicting KB guidance that MX-series can act as parent in mixed topology.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Resolved

Call Outcome: Escalated to second-level technicians; pending callback within 24-48 business hours despite customer's request for immediate callback.
Level 2 Resolution Steps: [{'timestamp': '2026-05-25 09:27:38', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-25 13:56:32', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-05-25 13:56:33', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-25 15:09:48', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 9:29 PM MNL 5/25/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Available – yes he is Verify the issue One of the nodes connects to the farthest instead to closest Remote access the settings using linksys tool – not working Using computer – open browser – access [REDACTED_PHONE] Able to login Wifi settings – advanced – node steering – ask to turn it off – done Customer then check the signal stregths of each node He then checks the nodes connection...'}, {'timestamp': '2026-05-25 15:19:13', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved | Hi Roberts, As previously discussed, please don’t hesitate to reach out if you need any assistance. I’d be happy to help. Thank you.'}]
Current Status: Resolved

— — Resolved

Call Outcome: Customer advised to verify modem internet with a wired device, obtain an Ethernet adapter if needed, and wait for a scheduled callback for further troubleshooting.
Level 2 Resolution Steps: [{'timestamp': '2026-05-25 15:04:48', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-25 17:45:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '-Claimed ticket from TE Queue: 05/26/2026;01:45am MNL'}, {'timestamp': '2026-05-25 17:45:52', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-25 17:49:21', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hello Johnny, Greetings! Your case has been forwarded to the Linksys Customer Support Team for assistance with configuring your Linksys WHW03 device. We will contact you tomorrow at 09:00 AM EDT via [REDACTED_PHONE] to follow up on your ticket. We look forward to speaking with you. Thank you!'}, {'timestamp': '2026-05-26 15:14:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: [REDACTED_PHONE]*# Time: 09:06am EDT -Already swapped the nodes -New Router: TP Link Archer BE5000 ——He wanted to add the Linksys nodes to the TP Link Archer router -Placed the call on hold -Customer agreed -Explained the cascade process; he said we can give it a shot -Acknowledged -Let him gather all nodes -Reset the node; did not connect anything to it yet -Set it up under Web UI ——with different Wi-Fi name -LED: Blinking Red -Connect a cable from the Archer Router to the Node ——...'}, {'timestamp': '2026-05-26 15:15:24', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}, {'timestamp': '2026-05-28 15:27:09', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi, Leonisa Bless Esling, New Survey Response received. Please see details below: CSAT: 5 Resolution Rate: Yes FCR: 2 contacts Customer’s Feedback:'}]
Current Status: Resolved

— — Resolved

Call Outcome: No resolution or actionable next step provided.
Current Status: Resolved

— — Resolved

Call Outcome: Advise customer to contact their ISP (NewTube) for possible firmware/app updates and to request engineering review for future compatibility.
Level 2 Resolution Steps: [{'timestamp': '2026-05-27 10:22:06', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi Sir, This is Josh from Linksys Technical Support. Thank you again for contacting our support. As promised, rest assured that the feature request regarding the router being compatible with the Linksys app and more parental control options will be forwarded to our engineering team. However, again, there is no guarantee that the requested features will be added. Thank you so much for your patience and cooperation. If you wish to speak to a technical representative, you can call our hotline pleas...'}, {'timestamp': '2026-05-27 10:23:07', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Resolved'}, {'timestamp': '2026-05-27 10:32:05', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Issue Description: Wants to use parental control & Access the web UI Model Number: SPNM60TB Serial Number: LK60TB5Q26006433 Warranty Start Date: Jun 11, 2026 -Customer has 1 node -Customer is trying to log into the Linksys app to use the parental control feature -Educated the customer that the router isn’t compatible with the Linksys app & it only has instant-safety feature -Educated about the instant safety functionality -Customer understood -Customer already logged into the Linksys Now web UI....'}]
Current Status: Resolved

— — Resolved

Call Outcome: Escalated to second‑level technicians for a full mesh rebuild and deeper WAN diagnostics.
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

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve model verification before providing technical guidance; Ensure correct default credentials and reset procedures per KB; Reduce reliance on incorrect pairing methods for unsupported devices

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#TE00128992	2026-05-25 08:05:22+00:00	3.00	INBOUND	WHW03	CONNECTIVITY	Escalated to second-level technicians; pending callback within 24-48 business hours despite customer's request for immediate callback.
#GI00130701	2026-05-25 11:36:49+00:00	3.00	OUTBOUND	—	GENERAL INQUIRY	Advised to purchase through Lazada or Shopee and to claim warranty by returning the device to the retailer where it was bought.
#LTS00130704	2026-05-25 12:15:07+00:00	1.50	INBOUND	MX4200	CONNECTIVITY	No resolution achieved. Agent incorrectly declared the node reconfigured and functioning without validation.
#TE00130712	2026-05-25 13:14:18+00:00	2.60	INBOUND	WHW03	SETUP	Customer advised to verify modem internet with a wired device, obtain an Ethernet adapter if needed, and wait for a scheduled callback for further troubleshooting.
#TE00130712	2026-05-25 14:09:30+00:00	1.40	OUTBOUND	WHW03	SETUP	Escalated to Level-2 technical team; scheduled callback; advised customer to purchase Ethernet adapter for direct modem testing.
#LTS00130828	2026-05-26 08:51:25+00:00	3.30	INBOUND	WHW0301GC	ACCESS	Admin password reset completed; customer logged into the app and confirmed nodes are online.
#LTS00130836	2026-05-26 09:44:03+00:00	3.00	INBOUND	MX6200	SETUP	Allow the firmware update to complete, reinstall the Linksys app, relocate child nodes, and verify that the Wi-Fi network configuration completes and provides internet access.
#GI00130842	2026-05-26 11:33:50+00:00	3.00	INBOUND	—	GENERAL INQUIRY	Inquiry forwarded to higher management; customer expects email response within 24–48 hours.
#LTS00130844	2026-05-26 12:19:54+00:00	1.30	INBOUND	SPNM60CF	ACCESS	No resolution or actionable next step provided.
#LTS00130847	2026-05-26 12:37:35+00:00	1.50	INBOUND	E1200	CONNECTIVITY	Email with reset instructions promised; customer advised to purchase a new router (incorrect model recommended).
#LTS00130864	2026-05-26 13:32:38+00:00	1.40	INBOUND	EA7300	ACCESS	Customer to attempt password reset via the correct smartwifi.com portal; no confirmation of success or next steps established.
#LTS00105032	2026-05-26 17:01:42+00:00	1.30	INBOUND	RE6300	ACCESS	No resolution provided. Call ended abruptly without next steps or follow-up.
#LTS00105032	2026-05-26 17:06:28+00:00	3.00	INBOUND	RE6300	ACCESS	Agent stated the EA9300 is discontinued and unsupported; no troubleshooting, self-help, or escalation path was offered.
#LTS00131011	2026-05-27 10:01:14+00:00	2.80	INBOUND	SPNM60TB	ACCESS	Advise customer to contact their ISP (NewTube) for possible firmware/app updates and to request engineering review for future compatibility.
#LTS00131016	2026-05-27 10:53:48+00:00	3.00	INBOUND	MX5500	CONNECTIVITY	Node is back online with good signal; advise to keep node within proper range and monitor for any further drops.
#TE00123101	2026-05-27 12:00:51+00:00	1.40	INBOUND	LN11011202	SETUP	Escalated to second‑level technicians for a full mesh rebuild and deeper WAN diagnostics.
#TE00123101	2026-05-27 13:58:52+00:00	2.00	INBOUND	LN11011202	SETUP	Case escalated to second-level support; customer advised to await callback within 24 business hours.
#LTS00131036	2026-05-27 14:01:28+00:00	1.80	INBOUND	MR20EC	SETUP	None provided; agent indicated out-of-warranty status but gave no actionable steps or follow-up plan.
#LTS00131036	2026-05-27 14:06:08+00:00	1.80	INBOUND	MR20EC	SETUP	Agent asked customer to email a copy of the receipt/order number for warranty verification; no definitive configuration or internet verification completed.
#LTS00131048	2026-05-27 15:08:24+00:00	1.80	INBOUND	EA6500	ACCESS	Agent promised to send reset and reconfiguration instructions via email; no immediate fix or confirmation achieved.
#LTS00061736	2026-05-28 01:37:11+00:00	1.10	INBOUND	SPNMX56CF	CONNECTIVITY	None provided; agent gave unverified phone number and ended call without guidance.
#LTS00131192	2026-05-28 09:03:17+00:00	1.80	INBOUND	SPNMX42HF	CONNECTIVITY	Customer performed reset and reported internet connectivity; app login and admin access not verified. No follow-up scheduled or KB/email provided.
#LTS00131198	2026-05-28 09:55:21+00:00	4.50	INBOUND	SPNMX42GC	ACCESS	Password reset using router password and recovery key; customer logged into the app successfully.
#LTS00131199	2026-05-28 10:35:02+00:00	3.00	INBOUND	SPNMX42GC	ACCESS	Agent scheduled a callback for when the customer is at home to perform further troubleshooting.
#LTS00131201	2026-05-28 11:55:23+00:00	3.00	INBOUND	UNKNOWN	CONNECTIVITY	Agent provided an unverified 11-digit number instead of confirmed ISP contact details; no troubleshooting or resolution.
#TE00037591	2026-05-28 12:46:08+00:00	1.50	INBOUND	MX2000	SETUP	No definitive fix. Agent incorrectly concluded PC had no valid IP despite customer confirming internet access. No follow-up scheduled.
#TE00037591	2026-05-28 13:34:25+00:00	1.40	OUTBOUND	MX2000	SETUP	Escalated to L2 support; customer advised to await callback within 2–3 hours or 24 business hours.