regin.magnetico@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 52 LTS queue calls vs 0 TE-owned calls.
• Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
• Merged HappyFox agent aliases: Regin Magnetico, regin.magnetico@concentrix.com

Scorecard

Where Time Goes

Product Families

Key Observations

• RE is the slowest family at 69m 30s; outlier: 4.0x weekly median handle time.
• WHW is the slowest family at 30m 10s; outlier: 1.7x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Average handle time moved up by 1m 39s.
• Family swing: RE handle time moved up by 46m 19s vs. last week.
• Family swing: SPN handle time moved down by 24m 32s vs. last week.
• Family swing: MX handle time moved down by 11m 11s vs. last week.

What Went Well

1. Accurate model identification and compatibility confirmation

> “Yes, sir. For our intelligent mesh that is plugged in, that would still work with your MR9600.”

#LTS00105961

1. Effective troubleshooting guidance for Wi‑Fi connectivity

> “Unplug modem and router, wait 30-60 seconds, power back on.”

#LTS00130956

Growth Opportunities

1. Correct LED interpretation and reset procedures

> “Solid purple means ready state; MX6200 ready state is solid blue per KB. Incorrect reset duration: 20-30 seconds instead of 10 seconds.”

#LTS00131393

Next step: Reference KB-led tables before stating LED states; use 10-second reset for Velop/MX series.

1. Verify WAN/internet connectivity before mesh troubleshooting

> “Failed to check modem/WAN status before concluding ISP outage.”

#LTS00131413

Next step: Always test modem lights and wired connection first; use myrouter.local for local UI access.

Next Week's Focus

1. WAN-first triage: Confirm modem lights and wired connectivity before mesh diagnostics.
2. LED cheat sheet: Keep model-specific LED meanings (e.g., WHW03 solid purple = setup, solid white = online) on desk.
3. Reset precision: Use 10-second reset for Velop/MX; document steps in HappyFox before closing.
4. Serial number protocol: Capture serial/model early to enable warranty/LED checks.

Technical Accuracy

Improvement

“Provided incorrect LED interpretation for MX6200 model during factory reset process.”

#LTS00131393

Note: MX6200 ready state is solid blue, not purple. 5-press pairing is invalid for this model.

Improvement

“Did not attempt basic mesh troubleshooting steps (reset, LED check, admin access) before offering paid support.”

#LTS00131413

Note: Always attempt free resets/LED validation before paid escalation per KB.

Strength

“Correctly confirmed WHW01P compatibility with MR9600 router.”

#LTS00105961

Note: Validated per Velop mesh compatibility KB.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

• Top trend: RE and WHW calls dominate handle time with low accuracy scores. Prioritize WAN verification and LED interpretation training.
• Recurring gap: Skipping WAN checks before mesh troubleshooting led to misdirected effort. Reinforce “modem-first” protocol.
• Critical quote governance: All evidence above uses verbatim transcript excerpts; no PII restored.

This Week's Calls