paulo.real@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Hybrid week: 7 LTS queue calls and 7 TE-owned calls.
• Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 43m 3s; outlier: 1.5x weekly median handle time.
• EA is the slowest family at 41m 59s; outlier: 1.5x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.33 vs. last week.
• Accuracy moved down 0.60 vs. last week.
• Average handle time moved up by 7m 08s.
• Family swing: WHW handle time moved down by 5m 20s vs. last week.

What Went Well

1. Correct technical guidance for router setup

> "Router configured, Wi‑Fi SSID/password updated, internet speed verified; no further steps required."

#TE00130648

1. Accurate identification of discontinued remote access feature

> "Use local web interface (myrouter.info) to manage the router; remote app access is no longer supported."

#TE00131076

Growth Opportunities

1. Incorrect troubleshooting guidance for mesh node pairing

> "Node deemed defective; out of warranty; no replacement offered; no further troubleshooting or self-help provided."

#TE00130941

Next step: Always verify reset duration (10–15s, not 1m) and LED states (solid blue = ready for setup) before declaring hardware failure.

1. Failure to perform basic troubleshooting for connectivity issues

> "No troubleshooting performed despite a clear post-outage hardware issue."

#LTS00131150

Next step: Run WAN/internet checks, validate LED states, and test with direct modem connection before escalating or offering paid support.

Next Week's Focus

1. Validate reset durations and LED states against KB for mesh devices (MX, MR, WHW) before concluding hardware faults.
2. Perform structured connectivity diagnostics: WAN check → direct modem test → LED validation → firmware check.
3. Collect serial numbers and warranty status on every call to avoid protocol gaps.
4. Use KB articles for storm-related issues (e.g., power-cycle sequences) before offering paid support.

Technical Accuracy

Improvement

• Incorrect reset duration (1 minute) instructed for WHW01 node; KB specifies 10-15 seconds for mesh nodes.

#TE00130941

Improvement

• No troubleshooting performed for post-outage connectivity issue despite clear environmental trigger.

#LTS00131150

Improvement

• Incorrect statement about support availability for out-of-warranty devices.

#LTS00131171

Improvement

• Incorrect LED interpretation for EA8300 router (green/blue vs. solid white).

#LTS00131530

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00130648 — Resolved by Level 2

• What L1 saw: Customer unable to configure E5400 after ISP modem bridge.
• Why it escalated: L1 failed to confirm modem bridge mode, provided incorrect remote-session guidance, and omitted warranty/serial collection.
• What L2 did: Verified modem bridge mode, guided physical wiring (modem→WAN, computer→LAN), configured Wi‑Fi via admin UI, and performed speed test (~95 Mbps).
• Current state: Resolved.
• L1 learning points:

1. Confirm modem bridge mode and direct internet access before router setup.

2. Provide router admin URL (http://[IP] or http://myrouter.local).

3. Collect serial number and verify warranty status during setup calls.

#TE00130941 — Resolved by Level 2

• What L1 saw: WHW01 node stayed solid blue, unable to pair.
• Why it escalated: L1 misinterpreted solid-blue LED as failure (KB: solid blue = ready for setup) and instructed invalid 1-minute reset.
• What L2 did: Explained solid blue means “ready for setup,” guided through correct 15-second reset, and verified proximity/signal strength.
• Current state: Resolved.
• L1 learning points:

1. Solid blue LED = setup-ready; never declare defect without verifying proximity and signal.

2. Always use 10–15s reset for mesh nodes (KB).

3. Guide customers through pair button or 5-press before app pairing.

Coach Appendix

• Top trend: Connectivity issues in MX/EA families dominate handle time and lower scores due to incomplete diagnostics (WAN checks, LED validation).
• Recurring pattern: Mesh node pairing errors (incorrect reset durations, LED misinterpretation) lead to premature hardware defect declarations.
• Actionable insight: Implement structured connectivity flow (WAN → direct modem → LED → firmware) to reduce escalations and improve accuracy.

This Week's Calls