gerlie.miguello@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 30 LTS queue calls vs 5 TE-owned calls.
• Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
• Merged HappyFox agent aliases: Gerlie Miguello, gerlie.miguello@concentrix.com

Scorecard

Where Time Goes

Product Families

Key Observations

• E is the slowest family at 54m 10s; outlier: 2.0x weekly median handle time.
• OTHER is the slowest family at 47m 17s; outlier: 1.7x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.26 vs. last week.
• Accuracy moved up 0.17 vs. last week.
• Protocol moved up 0.27 vs. last week.
• Average handle time moved up by 6m 58s.
• Family swing: E handle time moved up by 39m 18s vs. last week.
• Family swing: OTHER handle time moved up by 37m 28s vs. last week.
• Family swing: MX handle time moved up by 15m 03s vs. last week.

What Went Well

Professional and empathetic communication

"Thank you for calling Lynxes, this is G how can I help you today? I'm sorry, what is the network not type NAT?"

#LTS00131561

Effective troubleshooting for specific issues

"Okay, so this is an EAS-350 and your concern about this device man is it is the intermittent right like it will connect, it will drop again."

#LTS00131605

Growth Opportunities

Incorrect technical guidance and product knowledge

"Okay, so technically, sir, your device is an extender and it went offline but you were advised to reset the router and check the physical connection and check the cable is properly plugged in, so it went to solid bl..."

#LTS00121812

Protocol adherence and information collection

"Okay, so this, um, was just installed yesterday. Okay, so the second. The second. Second. Okay, so based on the information, sir, this is an FB and M six, uh, which is the YF seven from, uh, bundled device from community fiber."

#TE00132003

Next Week's Focus

1. Verify product model and serial number before proceeding with troubleshooting to ensure accurate guidance.
2. Collect warranty status early in the call to determine appropriate support path.
3. Avoid unnecessary steps like resetting unrelated components; focus on the reported issue.
4. Use clear, concise language and confirm understanding with the customer after each step.

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.

#TE00131625

Strength

• Successfully guided customer through recovery key password reset process using the 5-digit key

#LTS00132013

Improvement

• Provided incorrect IP address for admin access ([REDACTED_PHONE] instead of [REDACTED_PHONE] or myrouter.local)

#TE00132422

Improvement

• Incorrectly stated that linksyssmartwifi.com is no longer accessible, contradicting KB guidance

#LTS00131563

Improvement

• Provided incorrect LED state description (solid pink) for WHW03 reset, which should be blinking amber

#LTS00132387

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131625 — Resolved by Level 2

• What L1 saw: Child node lost connection; extender not working; can't log in on PN; PN is working; CX reset the node LED-flashing red; Nodes are 30ft away from the main node.
• Why it escalated: Call reached the threshold. Paid connect.
• Related call chain: This was a repeat contact after earlier closure with vague next steps.
• What L2 did: Moved the nodes closer, accessed UI, confirmed nodes were solid blue, and advised to monitor.
• Current state: Resolved.
• L1 learning points:

1. Verify node placement and distance before escalation.

2. Use correct pairing methods for MX8500 (not 5-press).

3. Document exact troubleshooting steps and outcomes.

#TE00132021 — Resolved by Level 2

• What L1 saw: No internet connection; MX4200; nodes not plugged; upgraded internet to higher speed; new modem and router; bypassed provided router; parent node wired to modem; no internet on computer straight to modem; IPv4 address and default gateway provided; parent node wired to modem with serial number 38U10M39A13699.
• Why it escalated: Paid service: call reached the threshold.
• Related call chain: Multiple calls involving different agents, with inconsistent guidance and unresolved issues.
• What L2 did: Verified WAN connectivity, accessed router UI, and confirmed internet functionality.
• Current state: Resolved.
• L1 learning points:

1. Verify WAN connectivity before accessing router UI.

2. Use correct local access URLs (e.g., myrouter.local).

3. Document ISP-provided equipment and configuration details.

#TE00132003 — Resolved by Level 2

• What L1 saw: Can't access the app; keeps routed back to the log in page; trying to log in on the app; have 2 nodes; SPNM60CF; serial number 72E10M28F04898; DOP 6/2/2026; POP CF bundle; ISP CF; issue with app login.
• Why it escalated: Call reach the threshold still cant add the child nodes.
• Related call chain: Single call escalated due to unresolved issue.
• What L2 did: Attempted callbacks but was unsuccessful; advised customer to provide preferred availability for callback.
• Current state: Resolved.
• L1 learning points:

1. Verify app compatibility with ISP-bundled devices.

2. Use correct troubleshooting steps for app login issues.

3. Document customer availability for callbacks.

#LTS00132204 — Resolved by Level 2

• What L1 saw: Computer can't connect to the WIFI; SPNMX55GC; serial number 55V10M28F00267; DOP Nov 12, 2025; ISP GC; issue with computer not connecting to WIFI; internet working fine on other devices; PC not able to connect to the WIFI; connect to other network; computer goes online.
• Why it escalated: No resolution provided; recommended verifying PC is on correct SSID, disabling VPN and custom DNS, clearing browser cache, and accessing myrouter.info or 192.168.1.1.
• Related call chain: Single call escalated due to unresolved issue.
• What L2 did: No L2 resolution steps provided in the data.
• Current state: Resolved.
• L1 learning points:

1. Verify PC is connected to the correct Wi-Fi network.

2. Disable VPN and custom DNS settings.

3. Clear browser cache and try accessing router via myrouter.info or 192.168.1.1.

#TE00132422 — Pending with Level 2

• What L1 saw: Initial set up; MX6200; serial number 58W10M21E03048; DOP 5/26/2026; POP amazon; ISP AT&T; issue with initial set up; new node; have 5 nodes WHW03; CX wanted to set up the new as a new PN; older node is working fine; just wanted to update the PN; can't get the new router working.
• Why it escalated: Unable to add child node to new MX6200 parent node.
• Related call chain: Multiple calls involving different agents, with inconsistent guidance and unresolved issues.
• What L2 did: No L2 resolution steps provided in the data.
• Current state: Escalated.
• L1 learning points:

1. Verify proof of purchase and serial number before escalation.

2. Use correct pairing methods for MX6200.

3. Document all troubleshooting steps and outcomes.

Coach Appendix

Highest-signal weekly trend: Frontline-heavy week with focus on SETUP and CONNECTIVITY issues. Key areas for improvement include technical accuracy in troubleshooting steps, especially for mesh pairing and LED interpretations, and adherence to protocol by consistently collecting model, serial number, and warranty status.

Recurring technical or process pattern: Need to reduce call handle time by avoiding unnecessary steps and improving call flow efficiency. Focus on collecting essential information early and providing clear, concise guidance.

This Week's Calls