deneive.luar@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

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

• WHW is the slowest family at 29m 49s; outlier: 2.0x weekly median handle time.
• MX is the slowest family at 26m 40s; outlier: 1.8x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.55 vs. last week.
• Protocol moved up 0.16 vs. last week.
• Average handle time moved up by 2m 35s.
• Family swing: WHW handle time moved up by 13m 47s vs. last week.

What Went Well

1. Accurate model identification

> Correctly identified the product model as MX4200 using the serial number at [09:00].

#LTS00131711

1. Professional tone and empathy

> Maintained a polite and professional tone throughout the call despite technical inaccuracies.

#LTS00131666, #LTS00131913

Growth Opportunities

1. Correct reset procedures and model-specific instructions

> Incorrectly advised 5-press reset for MR2000 (KB states Pair button or web UI reset is required).

#LTS00131711

1. Protocol adherence in troubleshooting

> Skipped essential WAN/ISP validation steps for red-light issues and did not confirm internet/Wi‑Fi functionality after LED changes.

#LTS00131711, #LTS00132120

Next Week's Focus

1. Master model-specific reset methods: Review KB for 5-press vs Pair button vs web UI reset criteria
2. Standardize WAN/ISP validation: Always check modem lights, run speed test, and confirm ISP status before declaring device faulty
3. Improve call control: Reduce long silences by preparing next steps before placing customers on hold
4. Document serial numbers early: Capture model/serial in first 2 minutes to enable accurate troubleshooting

Technical Accuracy

Improvement

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

#LTS00131711

Improvement

Agent incorrectly claimed EA9500 supports Wi‑Fi 7, which is factually incorrect. EA9500 is a Wi‑Fi 5 device.

#LTS00131892

Improvement

Agent introduced non-existent technical term "IPv5.5", indicating serious technical inaccuracy.

#LTS00131892

Improvement

Agent instructed 20-second reset for SPNM60, but KB specifies 10 seconds for factory reset.

#LTS00132257

Improvement

Agent provided incorrect URLs ('myrouter...in food', 'myrouter.local') for SPNM60. Correct URL is http://myrouter.info per KB.

#LTS00132257

Strength

Agent demonstrated strong protocol adherence by collecting complete customer and device details.

#LTS00131666

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00057780 — Pending with Level 2

• What L1 saw: MBE7000 mesh node disconnected, blue PN LED, failed 5-press pairing
• Why it escalated: L1 missed critical pre-escalation steps (serial number collection, warranty check)
• What L2 did:

- Verified warranty status (starts Jul 10, 2024)

- Performed detailed cable/LED diagnostics

- Attempted firmware reflashing via recovery key

• Current state: Callback scheduled after L2 reset failed; awaiting customer response
• L1 learning points:

1. Always collect serial number before escalation

2. Validate LED states against KB before declaring hardware fault

3. Document exact troubleshooting sequence for L2 handoff

#TE00132292 — Resolved by Level 2

• What L1 saw: Customer needed TAA-compliance documentation for LS310C switch
• Why it escalated: L1 failed to create case or provide documentation
• What L2 did:

- Located TAA compliance documentation in internal repository

- Emailed proof to customer with case reference

- Confirmed government use case requirements

• Current state: Resolved
• L1 learning points:

1. Create formal case for compliance requests

2. Use internal compliance database for TAA documentation

3. Confirm customer’s use case before escalation

Coach Appendix

Highest-signal trend: Inconsistent technical accuracy in reset procedures and model-specific guidance, particularly for MX/MR series devices. Action: Review KB articles for reset methods by model family and practice model-specific troubleshooting flows.

Recurring pattern: Missing serial number collection in first 2 minutes of calls, leading to delayed troubleshooting and escalations. Action: Implement a standardized opening script to capture model/serial within 90 seconds.

This Week's Calls