rubierosa.levi@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 |
|---|---|---|---|---|---|
| 7 | 26m 52s | MX2000 | ACCESS | 7 | 2 |
Work Mix Lens
- Frontline-heavy week: 5 LTS queue calls vs 2 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 | 1.57 | 7 |
| Protocol | 1.71 | 7 |
| Communication | 2.43 | 7 |
| Overall | 1.86 | 7 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| SPN | 2 | 42m 42s | 2.10 | 1.00 | 2.00 | 2.50 | Outlier: 1.5x weekly median handle time |
| MBE | 1 | 37m 30s | 1.80 | 1.00 | 2.00 | 3.00 | |
| MX | 3 | 18m 13s | 1.33 | 2.00 | 1.33 | 2.33 | |
| WHW | 1 | 10m 35s | 3.00 | 2.00 | 2.00 | 2.00 |
Key Observations
- SPN is the slowest family at 42m 42s; outlier: 1.5x weekly median handle time.
- MBE is one of the slowest families at 37m 30s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| ACCESS | 3 | 34m 18s | 1.47 | 1.00 | 2.00 | 2.33 | ✓ |
| SETUP | 1 | 35m 11s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ |
| CONNECTIVITY | 2 | 6m 48s | 2.25 | 3.00 | 1.50 | 2.50 | |
| HARDWARE | 1 | 36m 26s | 3.00 | 1.00 | 2.00 | 3.00 |
Week-over-Week Movement
- Accuracy moved down 0.55 vs. last week.
- Protocol moved up 0.21 vs. last week.
- Communication moved up 0.43 vs. last week.
- Average handle time moved up by 12m 42s.
- Family swing: SPN handle time moved up by 22m 01s vs. last week.
- Family swing: MX handle time moved up by 8m 40s vs. last week.
What Went Well
- Professional tone and empathy
> "She has been trying to access the settings for her devices... She has a computer Open browser – access [REDACTED_PHONE]"
Consistently validated customer frustrations and maintained politeness even during extended troubleshooting.
- Effective self-help pathways for out-of-warranty cases
> "Sent KB article via email; customer may call back for paid support if article fails."
Provided clear next steps and ownership for unresolved cases, reducing abandonment risk.
- Strong closure hygiene in escalation-ready cases
> "Advised customer to contact Community Fiber ISP support; provided two hotline numbers."
Documented escalation paths and prevented orphaned cases despite technical limitations.
Growth Opportunities
- Technical accuracy for router setup and access
What “good” looks like:
- Verify WAN-to-modem topology (MX2000 WAN → ISP ONT, not Asus LAN).
- Use model-specific admin URLs: http://myrouter.info for SPNM, https://[REDACTED_PHONE] for MBE7000.
- Confirm default credentials: root/password for OpenWRT devices, never admin.
Next step: Review KB articles for SPN/MX/MBE series before next customer interaction.
> "Incorrectly instructed to connect MX2000 WAN port to Asus LAN port... creates double-NAT topology"
- Protocol rigor in information gathering
What “good” looks like:
- Collect model, serial number, warranty status, and ISP details in every call.
- Document LED states, firmware versions, and test results before proceeding.
Next step: Use the “5W” checklist (Who, What, When, Where, Why) at call opening.
> "Did not collect product model, serial number, or warranty information — a fundamental protocol failure"
Next Week's Focus
- Pre-call preparation: Review top 3 product families (SPN, MX, MBE) and their troubleshooting trees in the KB.
- Standardize access troubleshooting: For “app detection failures,” always:
a) Confirm router password matches Wi‑Fi password (OpenWRT)
b) Test https://[REDACTED_PHONE] before http://
c) Guide through app re-authentication, not password resets
- Escalation readiness: When handing off, document:
- Exact error messages (e.g., “Error 2123”)
- Logs collected (sysinfo, Wi‑Fi scan)
- Customer’s refusal points (e.g., “reset already tried”)
- Handle-time awareness: Target SPN cases with 15‑minute timeboxes; escalate early if no WAN signal after 5 minutes.
Technical Accuracy
Improvement
"Agent incorrectly instructed customer to connect MX2000 WAN port to Asus LAN port, creating double-NAT topology (KB states WAN should connect to modem/ONT)."
Impact: Prevented successful configuration and prolonged resolution time.
Improvement
"Agent provided incorrect default router password ('admin') for MBE7000; correct default is same as Wi‑Fi password, username is root."
Impact: Blocked customer from accessing admin interface despite correct password.
Improvement
"Agent provided materially false technical explanation for error 2123, claiming it was due to a 'merchant file' with 'invalid syntax' — this has no basis in Linksys KB."
Impact: Eroded trust and delayed valid escalation.
Improvement
"Agent failed to recognize explicit statement that child node was not connecting to parent node, leading to unresolved connectivity issue."
Impact: Missed opportunity to guide through mesh pairing or LED diagnostics.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00130835 — Resolved by Level 2
- What L1 saw: Customer couldn’t log into Linksys app for SPNM42; Geek Squad already tried password resets.
- Why it escalated: L1 provided incorrect admin URLs and reset procedures despite 48‑minute effort.
- What L2 did:
1. Verified warranty status and confirmed SPNM42 eligibility.
2. Guided customer through 10‑second reset (not 20‑second) and http://myrouter.info login.
3. Confirmed firmware version and performed factory reset via admin panel after failed app login.
- L1 learning points:
- Always use model‑specific reset times (SPNM: 10s, not 20s).
- For SPNM series, http://myrouter.info is the only supported admin URL.
- Collect serial number early to enable warranty checks before troubleshooting.
#TE00130994 — Resolved by Level 2
- What L1 saw: MX6200 showing “Error 2123” in app; customer refused node reset and requested log review.
- Why it escalated: L1 insisted on reset despite refusal and offered no alternative path.
- What L2 did:
1. Acknowledged customer’s request and requested sysinfo logs via email.
2. Explained that Error 2123 often indicates cloud service discontinuity (Linksys Smart Wi‑Fi sunset) and guided to local UI login (myrouter.local).
3. After log analysis, determined issue was mesh node firmware mismatch and provided manual update instructions.
- L1 learning points:
- For MX series, myrouter.local is preferred over cloud portals for local UI access.
- When customers request log review, collect logs proactively and explain next steps before escalation.
- Recognize Quality-815 pattern (cloud service discontinuity) and pivot to local management.
Coach Appendix
Highest-signal trend: Persistent technical inaccuracies in SPN/MX setup and access troubleshooting, particularly around topology, credentials, and error interpretation. Focus next week on product-specific KB mastery and standardized diagnostic sequences to reduce escalation need. No new quote evidence available beyond previously surfaced transcripts.*
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130689 | 2026-05-25 07:07:09 | 1.1 | OUTBOUND | MX2000 | SETUP | Customer chose to abandon attempt; no functional configuration achieved. |
| #LTS00130692 | 2026-05-25 08:26:44 | 1.8 | INBOUND | MBE7000 | ACCESS | Pending resolution – agent promised to email OpenWRT article; no technical resolution achieved. |
| #TE00130835 | 2026-05-26 10:02:29 | 1.2 | INBOUND | SPNMX42 | ACCESS | Abandoned or vague – no resolution achieved. Recommend escalation to senior support for correct admin login procedure and warranty verification. |
| #TE00130994 | 2026-05-27 02:31:35 | 1.4 | INBOUND | MX6200 | ACCESS | Abandoned or vague – none. Agent insisted on node restart despite refusal and provided no alternative path. Failed to acknowledge or act on customer's request to have app logs reviewed by developers. |
| #LTS00130683 | 2026-05-27 06:48:13 | 1.5 | OUTBOUND | MX2001SH | CONNECTIVITY | No resolution. Agent advised customer to call back if further assistance is needed. |
| #LTS00131014 | 2026-05-27 10:13:33 | 3.0 | INBOUND | SPNM62CF | HARDWARE | Closed with self-help – advised customer to contact Community Fiber ISP support; provided two hotline numbers. |
| #LTS00131363 | 2026-05-29 02:56:49 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help – sent KB article via email; customer may call back for paid support if article fails. No technical fix applied. |