johnclark.labadan@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Hybrid week: 6 LTS queue calls and 7 TE-owned calls.
• Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 30m 46s; outlier: 2.9x weekly median handle time.
• MX is the slowest family at 25m 31s; outlier: 2.4x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.41 vs. last week.
• Protocol moved down 0.17 vs. last week.
• Average handle time moved down by 7m 45s.
• Family swing: WHW handle time moved down by 19m 25s vs. last week.
• Family swing: SPN handle time moved down by 7m 18s vs. last week.
• Family swing: OTHER handle time moved down by 6m 50s vs. last week.

What Went Well

• Polite and professional communication: Agent remained polite and acknowledged the customer's frustration throughout the call.

> "Thank you so much for that feedback. How about the connection? Yeah, go ahead, Pete."

#TE00131279

• Technically accurate guidance on mesh behavior: Provided technically accurate explanation of mesh node behavior regarding closest-node connection.

> "If you're, if you still do have some dead spots on your house, then you can still add another node for you to have like a Wi-Fi signal on that specific portion of your house."

#TE00131279

Growth Opportunities

• Protocol adherence and essential information collection: Failed to collect essential device information (model, serial, warranty) in multiple calls, violating protocol and limiting troubleshooting effectiveness.

> "All right. So I'll be pointing this call home for about a minute or two then I'll be right back."

#TE00110879

• Technical accuracy and troubleshooting completeness: Provided incorrect reset procedure for MX5300 (claimed LED goes red → no light → blue, but correct behavior is solid white after reset). Also gave wrong default admin password format.

> "All right. So you're not getting any internet connection right now sir. Is that correct? mm-hmm."

#LTS00131838

Next Week's Focus

• Consistently collect model, serial number, and warranty status on every call to enable proper troubleshooting and documentation.
• Verify reset procedures and default credentials against KB before guiding customers, especially for MX series devices.
• Minimize long silences and filler words to improve call flow clarity and customer experience.
• Practice structured troubleshooting by following KB-guided steps in a logical sequence and confirming outcomes after each step.

Technical Accuracy

Improvement

Agent did not collect model, serial, or warranty information in multiple calls, violating protocol and limiting troubleshooting effectiveness.

#TE00110879

Improvement

Agent gave wrong reset procedure and incorrect default admin password format, undermining technical accuracy.

#LTS00131838

Improvement

Agent provided incorrect URL syntax, causing failed login attempts and delaying resolution.

#LTS00132438

Improvement

Agent provided incorrect Ethernet backhaul instructions, potentially causing configuration issues.

#LTS00132438

Improvement

Agent provided inaccurate guidance on Wi-Fi signal threshold, potentially misleading the customer.

#LTS00132438

Coaching Moments

Strength

"Thank you so much for that feedback. How about the connection? Yeah, go ahead, Pete."

#TE00131279

Improvement

"All right. So I'll be pointing this call home for about a minute or two then I'll be right back."

#TE00110879

Improvement

"All right. So you're not getting any internet connection right now sir. Is that correct? mm-hmm."

#LTS00131838

Escalation Lessons: What L2 Did

#TE00110879 — Callback

• What L1 saw: MBE7000 - child node disconnected. Customer complained that the child node WHW01 is not working. The other MBE7000 child node is working.
• Why it escalated: Exceeded threshold after multiple attempts to resolve the issue without proper device details or troubleshooting.
• Related call chain: This was a repeat contact after earlier closures by other agents, indicating a persistent issue that required escalation.
• What L2 did: L2 attempted callbacks, tried to replicate the issue, and gathered network logs. They identified issues with NAS and wireless connection drops, but were unable to fully resolve the problem.
• Current state: Callback scheduled, issue remains unresolved.
• L1 learning points:

- Always collect model, serial number, and warranty information before troubleshooting.

- Perform systematic diagnostics (reset, admin login, WAN status check) to isolate the problem.

- Document all troubleshooting steps and outcomes clearly for handoff.

#TE00131279 — Resolved

• What L1 saw: WHW03 - No internet connection. Pnode is connected to new modem, LED: Solid red (pink). Connecting the pnode via 5 press.
• Why it escalated: Issue persisted after initial troubleshooting and customer reported ongoing problems.
• Related call chain: This was a follow-up call after an earlier attempt to resolve the issue.
• What L2 did: L2 confirmed the node was working fine and advised the customer to add child nodes if needed. They did not perform any additional troubleshooting.
• Current state: Resolved.
• L1 learning points:

- Verify node status and connectivity before closing the call.

- Provide clear instructions on how to add child nodes and optimal placement.

- Confirm internet connectivity and signal strength with the customer.

#TE00131625 — Resolved

• What L1 saw: MX8500 - Child node lost connection. Extender not working, can't log in on the PN.
• Why it escalated: Issue persisted after initial troubleshooting and customer reported ongoing problems.
• Related call chain: This was a follow-up call after an earlier attempt to resolve the issue.
• What L2 did: L2 advised moving the nodes closer to the parent node and resetting them. They confirmed the nodes were now connected and advised the customer to monitor them.
• Current state: Resolved.
• L1 learning points:

- Advise customers to move nodes closer to the parent if they are far apart.

- Guide customers through resetting nodes and verifying their status.

- Confirm internet connectivity and signal strength with the customer.

#TE00132002 — Pending - HQ Feedback

• What L1 saw: LGS352MPC - Device does not power on.
• Why it escalated: Device appeared defective and required further investigation.
• Related call chain: This was a new ticket created for the issue.
• What L2 did: L2 requested video evidence and approval for a replacement via Amazon return process. They calculated a pro-rated rebate amount.
• Current state: Pending HQ feedback.
• L1 learning points:

- Request video evidence when a device appears defective.

- Verify warranty status and calculate pro-rated rebate amounts if applicable.

- Communicate clearly with the customer about the next steps and timelines.

#TE00132214 — Resolved

• What L1 saw: WHW03 - No internet connection. All nodes have blinking red light after a storm.
• Why it escalated: Issue persisted after over an hour of troubleshooting.
• Related call chain: This was a follow-up call after an earlier attempt to resolve the issue.
• What L2 did: L2 swapped the parent node, performed resets, and reconfigured Wi-Fi settings. They restored internet connectivity and re-added child nodes.
• Current state: Resolved.
• L1 learning points:

- Consider swapping the parent node if it shows abnormal behavior.

- Perform systematic resets and reconfiguration of Wi-Fi settings.

- Verify internet connectivity and signal strength with the customer.

#TE00132365 — Resolved

• What L1 saw: SPNMX56 - Connection issue (speed). Customer unable to hear agent.
• Why it escalated: Exceeded threshold after initial troubleshooting.
• Related call chain: This was a new ticket created for the issue.
• What L2 did: L2 confirmed the router was connected and working. They provided the ticket number and advised the customer to call if they needed further assistance.
• Current state: Resolved.
• L1 learning points:

- Verify internet connectivity and signal strength with the customer.

- Provide clear next steps and the ticket number for follow-up.

- Ensure the customer understands the resolution and any further actions needed.

Coach Appendix

• Highest-signal weekly trend: Protocol adherence remains a consistent challenge, particularly in essential information collection (model, serial, warranty). This impacts troubleshooting effectiveness and escalations.
• Recurring pattern: Technical inaccuracies (reset procedures, default credentials, URL syntax) and inefficient call flow (long silences, filler words) undermine resolution quality. Focus on KB verification and structured troubleshooting next week.

This Week's Calls