trecia.malunjao@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 |
|---|---|---|---|---|---|
| 16 | 32m 14s | WHW03 | CONNECTIVITY | 16 | 1 |
Work Mix Lens
- Frontline-heavy week: 18 LTS queue calls vs 1 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 | 2.60 | 16 |
| Protocol | 1.80 | 16 |
| Communication | 2.10 | 16 |
| Overall | 2.40 | 16 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| LN | 1 | 62m 22s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time |
| SPN | 6 | 34m 26s | 2.40 | 2.33 | 1.67 | 2.33 | |
| WHW | 8 | 29m 29s | 2.47 | 2.75 | 1.75 | 2.12 | |
| MX | 2 | 25m 6s | 3.00 | 3.50 | 2.00 | 2.00 | |
| OTHER | 1 | 6m 51s | 1.80 | 3.00 | 2.00 | 1.00 | |
| EA | 1 | 6m 3s | 3.00 | 4.00 | 2.00 | 2.00 |
Key Observations
- LN is the slowest family at 62m 22s; outlier: 2.3x weekly median handle time.
- SPN is one of the slowest families at 34m 26s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 13 | 33m 50s | 2.30 | 2.50 | 1.80 | 2.10 | ✓ |
| ACCESS | 2 | 7m 29s | 2.40 | 2.00 | 2.50 | 1.50 | ✓ |
| SETUP | 1 | 67m 43s | 1.40 | 1.00 | 1.00 | 2.00 | ✓ |
| NO TROUBLESHOOTING NEEDED | 1 | 9m 30s | 2.80 | 5.00 | 3.00 | 3.00 |
Week-over-Week Movement
- Overall moved up 0.39 vs. last week.
- Accuracy moved up 0.35 vs. last week.
- Communication moved up 0.18 vs. last week.
- Average handle time moved up by 4m 51s.
- Family swing: WHW handle time moved up by 20m 45s vs. last week.
- Family swing: SPN handle time moved up by 16m 08s vs. last week.
- Family swing: MX handle time moved down by 7m 46s vs. last week.
What Went Well
- Correct technical guidance for WHW03 reset: Provided correct reset and pairing instructions for WHW03 (KB-aligned).
- Accurate model identification and KB alignment: Correctly identified the SPNM60 model and confirmed it is not supported by the Linksys app [03:00], per KB guidance (universal_web_browser_setup.md).
Growth Opportunities
- Incorrect technical information on Wi-Fi standards: Incorrectly stated Wi-Fi 5 supports up to 2 Gbps [12:00] (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi-Fi 7 as current technology [11:00] (KB: Wi-Fi 7 is not mainstream or supported on most Linksys consumer models).
- Protocol violations and incomplete troubleshooting: Failed to collect product model, serial number, or warranty information despite troubleshooting a hardware topology issue. No verification of current LED status, internet connectivity, or actual wiring was performed before giving advice.
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve protocol adherence (model/serial collection, case logging)
- Reduce technical inaccuracies (Wi-Fi standards, reset procedures, admin passwords)
- Enhance troubleshooting flow for connectivity issues
Technical Accuracy
Improvement
Incorrectly stated Wi-Fi 5 supports up to 2 Gbps (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi-Fi 7 as current technology (KB: Wi-Fi 7 is not mainstream or supported on most Linksys consumer models).
Improvement
Provided inaccurate LED interpretation: claimed nodes turned solid green ([10:00], [11:00]) when customer reported blinking red. Velop nodes show solid purple (ready) or solid white (online), not green (KB: led_cog_mesh_group_d_spnm60_62.md). Used incorrect admin URL for Velop: referenced myrouter.info ([33:00]), which is specific to SPNM60/62 (KB: linksys_now_login_admin.md). Correct URLs for Velop are [REDACTED_PHONE] or myrouter.local (KB: universal_mesh_full_rebuild.md).
Improvement
Incorrectly stated that expired warranty voids all technical support, including basic password-retrieval guidance (contradicts KB: universal_web_browser_setup.md and adjacent_connecting_devices.md). Failed to provide standard password-retrieval steps: checking device label, accessing http://myrouter.local, or performing a factory reset (KB: universal_web_browser_setup.md, adjacent_connecting_devices.md).
Improvement
Did not perform any basic diagnostic steps (e.g., power-cycle modem/router, check WAN status, verify ISP connectivity) before suggesting paid support. Failed to offer free self-help KB articles, setup guides, or email troubleshooting instructions after customer declined paid support.
Improvement
Incorrect reset timing guidance (stated 'up to 30 minutes' instead of 2-3 minutes per KB). Failed to guide customer to check WAN status via admin interface (http://myrouter.local) - critical step for red LED.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
— — Resolved
- Call Outcome: Escalated to senior technical support; customer to be contacted within 24–48 hours.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-29 09:53:25', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-05-29 17:25:54', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00131379 Anthony Vittadini [REDACTED_EMAIL] [REDACTED_PHONE] LN1600 65g10m23f01983 Community Fibre - this ticket was claimed from the TE queue'}, {'timestamp': '2026-05-29 17:26:00', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-29 17:26:04', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-05-29 17:29:55', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00131379 Anthony Vittadini [REDACTED_EMAIL] [REDACTED_PHONE] LN1600 65g10m23f01983 Community Fibre - this ticket was claimed from the TE queue - callback time at 1:27 am MNL - the phone rings - heard the auto callback disclaimer - "this person\'s phone is currently unavailable" - released the call'}, {'timestamp': '2026-05-29 18:04:00', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00131379 Anthony Vittadini [REDACTED_EMAIL] [REDACTED_PHONE] LN1600 65g10m23f01983 Community Fibre - this ticket was claimed from the TE queue - callback time at 1:27 am MNL - the phone rings - heard the auto callback disclaimer - "this person\'s phone is currently unavailable" - released the call - second callback on 1:55 am - he was able to answer the call - internet signal seems to drop - the child node will show a steady white light when wired to the parent node - the child node is plugged....'}, {'timestamp': '2026-05-29 18:04:05', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
Coach Appendix
Weekly pattern unavailable.
Focus points: Improve protocol adherence (model/serial collection, case logging); Reduce technical inaccuracies (Wi-Fi standards, reset procedures, admin passwords); Enhance troubleshooting flow for connectivity issues
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130691 | 2026-05-25 09:38:53+00:00 | 1.80 | OUTBOUND | WHW03 | CONNECTIVITY | Schedule a callback to complete the mesh rebuild and verify speed improvement. |
| #LTS00130691 | 2026-05-25 10:11:38+00:00 | 3.00 | OUTBOUND | WHW03 | CONNECTIVITY | Speed improved after node reboot and repositioning; no further action required. |
| #LTS00130697 | 2026-05-25 10:44:16+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | No confirmed resolution. Customer advised to relocate nodes without verification of internet connectivity. |
| #LTS00130727 | 2026-05-25 14:42:10+00:00 | 1.80 | INBOUND | VLP01 | ACCESS | No resolution or next step provided; customer was incorrectly told no support could be offered due to expired warranty. |
| #LTS00130834 | 2026-05-26 10:04:19+00:00 | 3.00 | OUTBOUND | MX5500 | CONNECTIVITY | Customer will rewire according to agent's guidance; agent available for callback if issue persists. |
| #LTS00130846 | 2026-05-26 12:42:21+00:00 | 3.00 | INBOUND | EA7200 | CONNECTIVITY | Customer declined paid support; no self-help or alternative guidance provided. |
| #LTS00130852 | 2026-05-26 13:03:29+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Customer to follow emailed guide: factory reset node, place near parent, use Pair button. No follow-up scheduled. |
| #LTS00034316 | 2026-05-27 10:29:51+00:00 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | Ticket created and emailed to the customer; advised to monitor router lights and reopen the case if the problem returns. |
| #LTS00131020 | 2026-05-27 10:58:41+00:00 | 3.00 | INBOUND | SPNMX55CF | CONNECTIVITY | Agent advised customer to return the unit to Amazon or request a replacement from the ISP without validating compatibility or offering troubleshooting steps. |
| #LTS00131021 | 2026-05-27 12:30:25+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Agent will email guide for factory reset and reconfiguration. Customer to attempt proper 10-second reset and verify WAN status if issue persists. |
| #LTS00131031 | 2026-05-27 13:20:14+00:00 | 3.00 | INBOUND | SPNM60CF | ACCESS | Customer reset router admin password using recovery key and regained access to router settings and internet. |
| #LTS00131041 | 2026-05-27 14:21:46+00:00 | 2.80 | INBOUND | SPNM60CF | NO TROUBLESHOOTING NEEDED | Informed customer that WPS is not supported; no further steps provided. |
| #LTS00131197 | 2026-05-28 10:12:13+00:00 | 1.70 | INBOUND | SPNMX56CF | CONNECTIVITY | Advised customer to contact ISP (Community Fibre) without validating physical connection or correct troubleshooting path. |
| #LTS00131064 | 2026-05-28 13:02:08+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | None provided; call ended without a clear path forward. |
| #LTS00131064 | 2026-05-28 13:07:06+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Agent will send a text message to allow the customer to schedule a callback with the appropriate representative. |
| #LTS00131064 | 2026-05-28 13:18:24+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | No resolution; agent suggested paid support. Recommend modem activation verification, correct factory reset (10-15s), and topology confirmation per KB. |
| #LTS00131223 | 2026-05-28 13:45:38+00:00 | 2.50 | INBOUND | SPNM60TB | CONNECTIVITY | Advised customer to contact Ring support for possible firmware updates and retry connecting the doorbell to the 2.4 GHz network. |
| #TE00131379 | 2026-05-29 08:29:37+00:00 | 1.80 | INBOUND | LN1600 | CONNECTIVITY | Escalated to senior technical support; customer to be contacted within 24–48 hours. |
| #LTS00131385 | 2026-05-29 10:59:36+00:00 | 1.40 | INBOUND | SPNMX55GC | SETUP | No fix achieved; recommend Level-2 escalation and full mesh rebuild per KB. |