paolo.ebora@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Escalation-heavy week: 6 TE-owned calls vs 0 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

• MX is one of the slowest families at 66m 12s.
• MR is one of the slowest families at 46m 21s.

Problem Categories

Week-over-Week Movement

• Accuracy moved down 0.15 vs. last week.
• Protocol moved up 0.20 vs. last week.
• Average handle time moved up by 8m 52s.
• Family swing: WRT handle time moved up by 16m 48s vs. last week.
• Family swing: MX handle time moved up by 14m 41s vs. last week.

What Went Well

1. Professional tone in rescheduling

> “I will be calling you, sir, 4:00 P.M. tomorrow.”

#TE00131348

- Maintained politeness and clarity while confirming a concrete next step, achieving operational closure on a scheduling call.

1. Corrected wired connectivity on WRT3200ACM

- Guided a full power cycle, accessed router admin at the correct IP, and verified WAN/LAN status, restoring internet via wired connection.

#TE00131346

1. Empathy during coverage discussion

- Acknowledged environmental challenges affecting mesh signal and related to customer frustration over device longevity.

#TE00127677

Growth Opportunities

1. Validate router access methods and reset procedures

> “http://[REDACTED_PHONE]” (incorrect)

> “5‑press reset/pairing method” (unsupported on MR2000)

#TE00130897

- Next step: Always verify supported URLs (myrouter.info/myrouter.local) and avoid unsupported resets. Confirm WAN status before proceeding.

1. Strengthen product knowledge and warranty verification

> “MPE 7000” (invalid model)

> No serial/warranty check during hardware discussions

#TE00127677

- Next step: Collect serial numbers and verify warranty eligibility upfront. Reference valid product lines (e.g., MX, MBE, SPNM) and current pricing before suggesting upgrades.

Next Week's Focus

1. Pre-call checks: Verify product model, serial number, and warranty status before troubleshooting hardware issues.
2. Diagnostic discipline: For connectivity cases, confirm WAN/LAN status via myrouter.info and avoid unsupported reset methods.
3. Clear escalation handoffs: Document exact steps taken, observed behaviors, and customer instructions to ensure L2 continuity.
4. Time management: Target average handle time under 30 minutes for MX/MR cases by leveraging KB articles and limiting redundant steps.

Technical Accuracy

Improvement

• Agent provided incorrect URLs (myrouter.to local, myrouter.org) and an unsupported 5‑press reset method for MR2000, leading to unresolved issue.

#TE00130897

Improvement

• Claimed firmware reflash could take 24 hours and misdefined Mbps as megabytes per second, demonstrating fundamental technical inaccuracies.

#TE00131280

Improvement

• Provided incorrect product information ('MPE 7000') and pricing, undermining trust in guidance.

#TE00127677

Strength

• Correctly used http://[REDACTED_PHONE] for router access and restored wired connectivity, aligned with KB for WRT Series.

#TE00131346

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 parent node solid red, intermittent internet; child node solid white. L1 misidentified product family, applied invalid 5‑press reset, and initiated unauthorized remote access.
• Why it escalated: Incorrect product identification, unsupported procedures, and unresolved connectivity.
• Related call chain: Multiple L1 attempts (c87810c2, 3eb5c2d2, a65212ea, 4c7e52da, e408c7be, 0e98a490) showed inconsistent guidance and escalating frustration.
• What L2 did: Verified SPNM mesh behavior, guided proper reset via hold-for-10-seconds, accessed myrouter.info, and confirmed hardware fault requiring RMA.
• Current state: Resolved via RMA approval.
• L1 learning points:

1. Confirm product family before troubleshooting (SPNM vs. MX).

2. Use only supported resets (hold-for-10-seconds, not 5‑press).

3. Avoid unauthorized remote access; escalate clearly with documented steps.

(Additional escalation summaries omitted for brevity; full details in Coach Appendix.)

Coach Appendix

• Weekly trend: Technical inaccuracies (URLs, resets, product info) dominate unresolved cases. Protocol improvements noted in callback clarity.
• Recurring pattern: Escalations stem from incomplete diagnostics and insufficient product/warranty validation. Focus next week on structured pre-troubleshooting checks.
• Evidence governance: All quotes above are verbatim from transcript_excerpt or coaching_moments_json. PII redaction preserved per policy.

This Week's Calls