girlyjoy.pocot@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 35 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

Where Time Goes

Product Families

Key Observations

• EA is the slowest family at 24m 23s; outlier: 2.5x weekly median handle time.
• MX is the slowest family at 16m 35s; outlier: 1.7x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Average handle time moved down by 2m 20s.
• Family swing: EA handle time moved up by 17m 56s vs. last week.
• Family swing: E handle time moved down by 10m 35s vs. last week.
• Family swing: MR handle time moved down by 9m 06s vs. last week.

What Went Well

1. Accurate model-specific guidance

> "For LN Series nodes, hold the reset button for five presses to pair successfully."

#LTS00132077

1. Effective resolution confirmation

> "The exclamation mark disappeared, and the node showed online in the app."

#LTS00132077

1. Clear next-step communication

> "I’ll email the setup guide and schedule a callback if needed."

#LTS00132316

Growth Opportunities

1. Collect essential device details

> "I need the model and serial number to proceed." (missing in calls like #LTS00132316)

Next step: Always ask for model/serial in the opening script. Verify warranty status before proceeding.

1. Use correct default credentials and URLs

> "The default password for E1200 is admin/admin, not admin/1234."

#LTS00127328

Next step: Reference KB for default credentials. Use myrouter.local or [REDACTED_PHONE] for admin access; avoid incorrect URLs like myrouter.cal.

Next Week's Focus

1. Start every call with model/serial collection – add to opening script and confirm before troubleshooting.
2. Practice warranty lookup – use serial number to verify eligibility before offering paid support.
3. Standardize password-reset flow – for WHW/MX/E-series, guide to recovery key on device label, then myrouter.info or direct URL.
4. Confirm resolution verbally – e.g., "Can you now access the admin page?" before closing.

Technical Accuracy

Improvement

• Wrong default credentials: Provided admin/1234 for E1200 (correct: admin/admin).

#LTS00127328

Improvement

• PCI DSS violation: Collected full credit card details over unsecured line.

#TE00131644

Improvement

• Incorrect URL: Used myrouter.cal instead of myrouter.local for MX8500.

#LTS00132316

Strength

• Accurate pairing method: Correctly guided 5-press reset for LN Series Cognitive Mesh.

#LTS00132077

Coaching Moments

Improvement

"Email/password login is no longer supported for this model."

Note: Incorrectly stated Linksys Smart Wi-Fi website discontinuation, contradicting KB.

#LTS00131863

Improvement

"Hold the reset button for 30 seconds."

Note: Wrong reset duration for RE6300 (KB: 10 seconds).

#LTS00132224

Escalation Lessons: What L2 Did

#TE00131644 — Resolved by Level 2

• What L1 saw: Customer reset EA8300, couldn’t access admin page (myrouter.local failed).
• Why it escalated: L1 provided incorrect URLs (myrouter.info, linxys02812.com) and failed to verify model.
• What L2 did:

1. Confirmed model EA8300 ( Intelligent Mesh ).

2. Guided 5-press pairing on parent node.

3. Verified access via http://[REDACTED_PHONE]/ui/local/dynamic/index.html.

• Current state: Resolved.
• L1 learning points:

- Confirm model before suggesting URLs.

- Use direct URL workaround for EA/MX series when myrouter.local fails.

- Validate LED states (solid purple = ready).

#LTS00132316 — Resolved by Level 2

• What L1 saw: MX8500 child node showed blinking orange, no admin access.
• Why it escalated: L1 advised node swap without attempting factory reset or URL verification.
• What L2 did:

1. Instructed full factory reset (hold reset until LED off).

2. Guided 5-press pairing on parent node.

3. Confirmed access via myrouter.local.

• Current state: Resolved.
• L1 learning points:

- Attempt factory reset before node swap.

- Use myrouter.local or direct URL; never myrouter.cal.

- Collect serial number to confirm warranty and model compatibility.

Coach Appendix

• Top trend: Inconsistent model/serial collection and warranty verification, leading to inaccurate guidance and escalations.
• Recurring pattern: Over-reliance on self-help emails without confirming resolution or providing actionable next steps.
• Critical focus: Standardize opening scripts for model/serial capture, practice warranty lookups, and verify resolution before closure.

This Week's Calls