vennemir.calvin@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 34 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

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 24m 4s; outlier: 1.9x weekly median handle time.
• MBE is the slowest family at 23m 42s; outlier: 1.9x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.32 vs. last week.
• Accuracy moved up 0.42 vs. last week.
• Protocol moved up 0.23 vs. last week.
• Average handle time moved up by 4m 56s.
• Family swing: SPN handle time moved up by 10m 19s vs. last week.
• Family swing: MBE handle time moved up by 9m 44s vs. last week.
• Family swing: EA handle time moved up by 6m 01s vs. last week.

What Went Well

• Accurate warranty status communication:

> "Based on the previous conversation that you had with our technician as well, I'll set your expectations that your router has already been considered as an end of life product. It is no longer being manufactured and the support for the unit has already ended."

#LTS00129010

• Correct use of local admin access guidance:

> "I directed the customer to open the Linksys app and locate the router password change screen. Walked the customer through changing and saving the new admin password."

#GI00131206

Growth Opportunities

• Incorrect technical guidance on reset procedures:

> "Agent instructed a 20-second factory reset, but KB specifies 10 seconds for WHW03 models."

#LTS00131468

Next step: Always verify reset durations against KB before instructing customers.

• Failure to collect critical product details:

> "Agent did not collect model/serial number despite customer offering to provide them."

#LTS00102579

Next step: Implement a standardized opening script to capture model, serial, and warranty status on every call.

Next Week's Focus

1. Standardize opening scripts to capture model/serial/warranty in first 30 seconds of every call.
2. Verify reset procedures against KB before instructing customers (e.g., 10s vs 20s resets).
3. Implement empathy statements for high-stress calls (e.g., "I understand this is frustrating; let's work through this together").
4. Review CONNECTIVITY diagnostics to ensure consistent use of WAN/LED checks before escalating.

Technical Accuracy

Improvement

"Agent directed customer to incorrect support URL (support.com), which is a serious accuracy and safety risk."

#LTS00130705

Improvement

"Agent incorrectly applied 5-press pairing method for Velop (WHW03), risking misdiagnosis and wasted effort."

#LTS00101153

Improvement

"Agent provided incorrect factory reset duration (20 seconds), contradicting KB guidance for WHW03 models."

#LTS00131468

Strength

"Agent provided correct local admin URL (http://myrouter.local) and guided customer through password reset, restoring access."

#GI00131206

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00122939 — Resolved by Level 2

• What L1 saw: Customer with WHW01 mesh system showing solid red LEDs after Comcast modem upgrade.
• Why it escalated: L1 failed to verify modem connectivity or obtain product details before escalating.
• What L2 did: Performed callback, verified modem status, guided through node resets and 5-press pairing, confirmed resolution.
• Current state: Resolved
• L1 learning points:

1. Always verify modem internet connectivity before resetting nodes

2. Collect model/serial numbers to ensure accurate guidance

3. Use 5-press pairing only for Cognitive Mesh (LN/MX6200/MBE), not Velop

#TE00092429 — Resolved by Level 2

• What L1 saw: MX8500 customer unable to verify account due to expired verification link.
• Why it escalated: L1 lacked internal tools to bypass verification and escalated after failed attempts.
• What L2 did: Verified account manually, guided customer through screenshot submission, resolved verification.
• Current state: Resolved
• L1 learning points:

1. Use internal tools to verify accounts when links expire

2. Collect clear screenshots of verification errors

3. Set realistic callback expectations (24-48 hours)

Coach Appendix

• Weekly trend: Accuracy improved significantly (+0.42) but protocol adherence remains a consistent gap, especially in model/serial collection and warranty verification.
• Recurring pattern: Incorrect reset procedures and missing product details lead to prolonged handle times and unresolved issues in MX/WHW families.
• Key evidence: Calls #LTS00130705 (incorrect URL), #LTS00101153 (wrong pairing method), and #LTS00102579 (missing model/serial) highlight systemic protocol gaps.

This Week's Calls