jeraldjun.villanubos@concentrix.com — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 37 | 22m 9s | MX5500 | CONNECTIVITY | 37 | — |
Work Mix Lens
- Frontline-heavy week: 44 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
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.27 | 37 |
| Protocol | 1.62 | 37 |
| Communication | 2.11 | 37 |
| Overall | 2.08 | 37 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 11 | 36m 8s | 2.12 | 1.55 | 1.64 | 2.18 | Outlier: 2.1x weekly median handle time |
| MR | 8 | 34m 11s | 2.10 | 2.50 | 1.50 | 2.25 | Outlier: 2.0x weekly median handle time |
| E | 2 | 27m 14s | 2.10 | 2.50 | 2.00 | 1.50 | Outlier: 1.6x weekly median handle time |
| EA | 15 | 18m 59s | 1.95 | 2.33 | 1.20 | 1.87 | |
| SPN | 1 | 17m 13s | 2.80 | 2.00 | 2.00 | 2.00 | |
| RE | 2 | 12m 41s | 1.75 | 1.50 | 2.00 | 2.50 | |
| LN | 1 | 11m 4s | 1.80 | 3.00 | 2.00 | 2.00 | |
| WHW | 3 | 8m 34s | 2.27 | 3.67 | 2.00 | 2.33 | |
| WRT | 1 | 6m 39s | 1.60 | 1.00 | 1.00 | 2.00 |
Key Observations
- MX is the slowest family at 36m 8s; outlier: 2.1x weekly median handle time.
- MR is the slowest family at 34m 11s; outlier: 2.0x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 18 | 23m 51s | 1.97 | 2.00 | 1.61 | 2.11 | ✓ |
| ACCESS | 8 | 19m 28s | 1.90 | 2.00 | 1.62 | 2.12 | ✓ |
| SETUP | 7 | 24m 52s | 2.14 | 2.43 | 1.71 | 2.14 | |
| CONFIGURATION | 4 | 19m 50s | 2.25 | 2.25 | 1.75 | 2.25 |
Week-over-Week Movement
- Accuracy moved up 0.65 vs. last week.
- Average handle time moved up by 2m 58s.
- Family swing: WRT handle time moved down by 33m 55s vs. last week.
- Family swing: MR handle time moved up by 17m 55s vs. last week.
- Family swing: E handle time moved up by 16m 04s vs. last week.
What Went Well
- Guided customer through successful admin password reset: Successfully guided customer to use the five-digit recovery key to reset admin password at [16:00].
- Restored internet connectivity through basic troubleshooting: Confirmed resolution by having customer verify node lights and app functionality.
Growth Opportunities
- Incorrect technical guidance on router IP and cloud service status: Provided incorrect IP address ([REDACTED_PHONE]) for router login, contradicting KB guidance. Falsely claimed Linksys cloud service was discontinued, misleading the customer.
- Premature paid support offers without verifying warranty or troubleshooting: Requested payment before confirming warranty status or eligibility, violating support protocol.
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve accuracy in providing router IPs and cloud service status.
- Avoid premature paid support offers without verifying warranty or troubleshooting.
- Follow correct reset procedures per model-specific KB guidance.
- Ensure PCI compliance during payment collection.
Technical Accuracy
Improvement
Incorrectly stated that the EA7430 has no recovery key, misleading the customer about password recovery options.
Improvement
Agent provided incorrect router IP address, leading to wasted troubleshooting time.
Improvement
Agent incorrectly informed customer that cloud service was discontinued, which is not accurate per KB.
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.
Improvement
Agent paused recording during payment collection, violating PCI compliance protocol.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
No escalated case learning was available for this report.
Coach Appendix
Weekly pattern unavailable.
Focus points: Improve accuracy in providing router IPs and cloud service status.; Avoid premature paid support offers without verifying warranty or troubleshooting.; Follow correct reset procedures per model-specific KB guidance.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131633 | 2026-06-01 16:13:09+00:00 | 2.80 | INBOUND | MX5500 | ACCESS | Admin password reset using recovery key; WAN cable reconnected to Internet port; network restored. |
| #LTS00095544 | 2026-06-01 16:21:14+00:00 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | Agent recommended purchasing a new router due to suspected hardware failure; no fix confirmed. |
| #LTS00131642 | 2026-06-01 17:01:37+00:00 | 1.80 | INBOUND | LN11011202 | ACCESS | None provided. |
| #LTS00131670 | 2026-06-01 18:46:25+00:00 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | No resolution provided; agent offered paid support but did not proceed. |
| #LTS00131680 | 2026-06-01 20:06:06+00:00 | 1.40 | INBOUND | MR7500 | CONNECTIVITY | Speed test on temporary network showed good performance; agent assumed issue resolved. No verification on final network or long-term stability. Customer closed call without confirmation. |
| #LTS00131727 | 2026-06-01 22:54:30+00:00 | 2.20 | INBOUND | EA6100 | CONNECTIVITY | Partial connectivity restored on iPad via 5 GHz network; customer advised router may be obsolete and to consider replacement. No follow-up scheduled. |
| #LTS00118051 | 2026-06-01 23:01:19+00:00 | 1.80 | INBOUND | EA7200 | CONNECTIVITY | None; call ended without assistance. |
| #LTS00118051 | 2026-06-02 00:37:49+00:00 | 1.10 | INBOUND | EA7200 | CONNECTIVITY | None; call ended without assistance. |
| #LTS00131865 | 2026-06-02 17:16:11+00:00 | 2.80 | INBOUND | SPNMX20CF | CONFIGURATION | SSID renamed; customer observed new network and connected. No confirmation of stable dual-band operation or proper configuration. |
| #LTS00131877 | 2026-06-02 18:08:39+00:00 | 1.30 | INBOUND | EA7430 | ACCESS | None provided. Customer left without instructions or confirmed path forward. |
| #LTS00131877 | 2026-06-02 18:25:06+00:00 | 1.10 | INBOUND | EA7430 | ACCESS | Agent promised to email instructions; no valid recovery method provided. |
| #LTS00131885 | 2026-06-02 19:01:01+00:00 | 1.80 | INBOUND | EA7450 | CONNECTIVITY | Advised customer to contact ISP; no technical fix confirmed or self-help resources provided. |
| #LTS00131901 | 2026-06-02 20:00:15+00:00 | 1.30 | INBOUND | EA9300 | ACCESS | No resolution; agent falsely claimed customer had logged in and ended call without validating access or providing correct recovery steps. |
| #LTS00131911 | 2026-06-02 20:51:10+00:00 | 1.00 | INBOUND | EA6100 | CONNECTIVITY | not_fixed |
| #LTS00131911 | 2026-06-02 21:07:17+00:00 | 2.80 | INBOUND | EA6100 | CONNECTIVITY | Agent will email a self‑help troubleshooting guide (not confirmed). |
| #LTS00131924 | 2026-06-02 21:43:14+00:00 | 1.40 | INBOUND | RE6400 | CONNECTIVITY | Offered $15 paid-support service; no technical guidance or self-help resources provided. |
| #LTS00131928 | 2026-06-02 22:49:11+00:00 | 2.80 | INBOUND | MX6200 | SETUP | Both devices now show solid white LEDs; issue appears resolved. |
| #LTS00131945 | 2026-06-02 23:21:06+00:00 | 2.80 | INBOUND | E7350 | CONNECTIVITY | Offered $15 paid support; customer declined. Ticket #00131945 created for reference. No technical resolution or self-help path provided. |
| #LTS00131928 | 2026-06-03 00:27:04+00:00 | 1.80 | INBOUND | MX6200 | SETUP | Agent advised to change SSID first, then set bridge mode, but did not verify success; follow‑up needed. |
| #LTS00132042 | 2026-06-03 15:54:01+00:00 | 1.80 | INBOUND | MR7500 | CONFIGURATION | Issue remains unresolved; recommend proper Access Point/Bridge mode configuration or use a dedicated range extender; consider further support or replacement. |
| #LTS00132085 | 2026-06-03 18:08:16+00:00 | 2.00 | INBOUND | WHW03 | CONNECTIVITY | Offered paid out‑of‑warranty support; no technical resolution provided. |
| #LTS00132091 | 2026-06-03 18:42:43+00:00 | 2.10 | INBOUND | RE7350 | SETUP | Customer ended call without resolution, planning to contact AVG support. Agent offered no further troubleshooting or escalation path. |
| #LTS00132099 | 2026-06-03 19:14:07+00:00 | 2.80 | INBOUND | EA7200 | CONNECTIVITY | Customer declined paid support; no further action taken. |
| #LTS00132102 | 2026-06-03 19:20:41+00:00 | 1.80 | INBOUND | MR2000 | SETUP | No resolution; agent did not provide any next steps. |
| #LTS00132102 | 2026-06-03 19:24:34+00:00 | 2.60 | INBOUND | MR2000 | SETUP | Agent requested receipt via email to update warranty; no further setup steps were provided. Customer believes device is working but setup was not formally completed. |
| #LTS00132113 | 2026-06-03 19:56:26+00:00 | 1.60 | INBOUND | WRT32X | CONFIGURATION | Agent promised to email a custom guide but did not provide immediate steps or confirm resolution. |
| #LTS00076979 | 2026-06-03 22:23:35+00:00 | 1.10 | INBOUND | MX5300 | CONNECTIVITY | Offered paid support and directed to support.lg.com; no technical resolution provided. |
| #LTS00132267 | 2026-06-04 16:37:20+00:00 | 2.30 | INBOUND | MR7320 | CONNECTIVITY | Agent offered a callback; no technical fix applied. |
| #LTS00132284 | 2026-06-04 17:56:57+00:00 | 3.00 | INBOUND | WHW03 | CONFIGURATION | Offered to email the mesh setup guide; customer may attempt self‑setup. |
| #LTS00132288 | 2026-06-04 18:04:18+00:00 | 1.40 | INBOUND | E7350 | SETUP | Internet access confirmed on mobile device; customer advised to contact ISP to verify if modem supports multiple active Ethernet ports for router and laptop use. |
| #LTS00097607 | 2026-06-04 19:22:23+00:00 | 2.00 | INBOUND | MX2000 | SETUP | Customer advised to recheck Ethernet connection and repeat power cycle; no further action or escalation provided. |
| #LTS00097607 | 2026-06-04 19:43:09+00:00 | 2.00 | OUTBOUND | MX2000 | SETUP | Agent advised customer to contact Verizon to confirm Wi-Fi password and gateway configuration. No further support steps provided. |
| #LTS00132308 | 2026-06-04 19:50:54+00:00 | 1.10 | INBOUND | MR9610 | ACCESS | None; call ended without fix or actionable guidance. |
| #LTS00132326 | 2026-06-04 22:03:26+00:00 | 1.60 | INBOUND | MX4200 | CONNECTIVITY | No resolution achieved. Advised customer to verify node placement and contact support if red node persists. |
| #LTS00132419 | 2026-06-05 15:29:30+00:00 | 3.00 | INBOUND | MR2000 | SETUP | Customer confirmed internet working on computer and TV. Agent provided goodwill support despite out-of-warranty status and no receipt received during call. |
| #LTS00132439 | 2026-06-05 17:27:41+00:00 | 1.20 | INBOUND | EA7430 | ACCESS | No resolution; customer hung up after declining reset and expressing dissatisfaction. |
| #LTS00132446 | 2026-06-05 18:12:26+00:00 | 2.80 | INBOUND | MX2000 | CONNECTIVITY | Advised customer to contact ISP for possible modem fault; no further action taken by Linksys. |
| #LTS00121635 | 2026-06-05 18:26:00+00:00 | 1.80 | INBOUND | MX6200 | CONNECTIVITY | Customer advised to monitor performance and consider purchasing additional nodes if issues persist; no concrete self-help path or follow-up scheduled. |
| #LTS00132460 | 2026-06-05 19:30:51+00:00 | 2.80 | INBOUND | EA6400 | ACCESS | Customer instructed to factory‑reset the router to regain admin access; agent offered to email step‑by‑step instructions. |
| #LTS00132471 | 2026-06-05 20:16:41+00:00 | 1.80 | INBOUND | MX8500 | CONFIGURATION | All nodes are solid blue and firmware update completed, but app shows red '!' and internet connectivity was not confirmed; customer advised to place nodes and monitor. |
| #LTS00132345 | 2026-06-05 21:56:01+00:00 | 1.80 | INBOUND | EA9500 | ACCESS | Agent promised to send an email with instructions, but no actionable recovery steps were provided during the call. |
| #LTS00132490 | 2026-06-05 22:09:19+00:00 | 2.80 | INBOUND | MR8300 | CONNECTIVITY | Router reset and internet restored. Email sent with access instructions. |
| #LTS00132345 | 2026-06-05 22:44:28+00:00 | 2.80 | INBOUND | EA9500 | ACCESS | Customer instructed to perform a factory reset and reconnect to the default Wi-Fi network. |
| #LTS00132340 | 2026-06-05 22:53:18+00:00 | 3.40 | INBOUND | EA8300 | SETUP | Internet restored; customer confirmed service works. |