dorothybelle.oraiz@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 18 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.

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 37m 56s; outlier: 3.5x weekly median handle time.
• MX is the slowest family at 34m 15s; outlier: 3.2x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.23 vs. last week.
• Accuracy moved up 0.37 vs. last week.
• Communication moved up 0.18 vs. last week.
• Average handle time moved down by 11m 19s.
• Family swing: MX handle time moved down by 15m 25s vs. last week.
• Family swing: MR handle time moved down by 6m 08s vs. last week.
• Family swing: EA handle time moved up by 4m 13s vs. last week.

What Went Well

1. Accurate model-specific pairing guidance

> "what you're gonna do next is to press the reset button of the parent node five times. it's like press, release, press, release on the reset button of the parent node that will connect to those two other child nodes."

#LTS00132139

1. Systematic customer contact collection

> "May I have your first and last name, please? And also, your current email? Lastly, you may have your current phone number."

#LTS00132321

Growth Opportunities

1. Avoid model misidentification and incorrect reset guidance

> "EVA7300 is already a part of our obsolete routers"

#LTS00131949

What better looks like: Confirm model via label/serial, reference KB for reset durations (e.g., 10s for Velop, not 20s), and validate LED states against documentation.

1. Perform basic environment checks before device resets

> No WAN-side validation performed despite customer reporting frequent drops

#LTS00132143

What better looks like: Verify modem link lights, test direct modem-to-computer connection, and check ISP speeds before resetting devices.

Next Week's Focus

1. Model verification habit: Always confirm product model and serial before proceeding with troubleshooting.
2. WAN-first diagnostics: For connectivity issues, test modem-to-computer link and ISP speeds before touching the router.
3. Document every case: Ensure all calls create a HappyFox ticket, even for simple inquiries.
4. Avoid off-topic engagement: Redirect small talk back to the issue promptly to maintain efficiency.

Technical Accuracy

Strength

• Successful node restoration: Guided customer to solid white confirmation after pairing.

#LTS00131957

Improvements

• Incorrect cloud portal status claim: Stated "linksyssmartwifi.com is discontinued" contrary to KB.

#LTS00131949

• Fraudulent registration URL: Provided "register.Lynsxs.com" (invalid domain).

#LTS00131760

• Misapplied pairing method: Used 5-press pairing on non-Cognitive Mesh system.

#LTS00131957

Coaching Moments

Strength

"Thank you for calling Linksys. My name is Bel. Is this your first time calling?"

Note: Professional greeting sets positive tone despite later missteps.

#LTS00131747

Improvement

"I did what? I mean we turned everything off. Yeah. I'm not sure what you're asking us to do."

Note: Customer confusion indicates need for clearer instruction sequencing and active listening.

#LTS00132340

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

• Highest-signal trend: Protocol adherence remains the weakest quadrant (avg 1.8). Focus on structured call flow: greeting → information → diagnosis → solution → closure.
• Recurring pattern: 5-press pairing instructions applied incorrectly to non-Cognitive Mesh systems. Review KB to distinguish mesh types.
• Evidence: Calls #131957 and #131949 demonstrate both successful and flawed technical guidance.

This Week's Calls