jorgenathaniel.amores@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 43 LTS queue calls vs 2 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

• MBE is the slowest family at 47m 25s; outlier: 2.4x weekly median handle time.
• WHW is the slowest family at 31m 11s; outlier: 1.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Average handle time moved up by 2m 21s.
• Family swing: WHW handle time moved up by 15m 19s vs. last week.
• Family swing: E handle time moved up by 8m 53s vs. last week.
• Family swing: OTHER handle time moved up by 8m 34s vs. last week.

What Went Well

1. Accurate model identification

> “Verified product model (MX6200) and serial number from customer.”

> #LTS00131733

1. Empathy and reassurance

> “Agent expressed empathy and reassurance, acknowledging customer’s age and frustration.”

> #LTS00131718

1. Clear self-help pathways

Consistently offered emailed instructions for factory resets and re-pairing, even when customers declined paid support.

Growth Opportunities

1. Correct reset procedures and model-specific guidance

> “Instructed 30-second reset on MX2000 (should be ~10 seconds) and applied 5-press pairing method, which is invalid for Velop devices.”

> #LTS00131718

Next step: Use 10–15 second resets for Velop MX series and reserve 5-press pairing for Cognitive Mesh (LN/MBE) only.

1. Protocol adherence: model/serial collection and warranty verification

> “Failed to collect serial number despite system prompt and relevance to warranty/device lookup.”

> #LTS00131663

Next step: Capture model and serial number within the first 30 seconds of every call to enable accurate warranty checks and KB lookups.

Next Week's Focus

1. Standardize reset durations: Practice 10–15 second factory resets for Velop MX series and verify LED behavior post-reset.
2. Model/serial-first approach: Script opening questions to collect model, serial, and warranty status before troubleshooting.
3. Avoid premature paid support: Exhaust free self-help steps (e.g., recovery key, HTTPS admin access) before offering paid sessions.
4. Improve closure hygiene: Summarize steps taken, confirm customer understanding, and schedule follow-ups only when needed.

Technical Accuracy

Improvement

• Incorrect reset duration for MX2000

> “Instructed 30-second hard reset on primary and child nodes (incorrect duration for MX2000).”

Note: MX2000 requires ~10 seconds; prolonged reset may cause instability.

#LTS00131718

Improvement

• 5-press pairing on Velop MX2000

> “Performed 5-press pairing sequence (not valid for Velop MX2000).”

Note: 5-press pairing applies only to Cognitive Mesh (LN/MX6200/MBE), not Velop.

#LTS00131718

Improvement

• Malformed admin URL

> “Directed customer to myrouter.info, which is not the correct admin URL for Velop devices.”

Note: Correct URL is myrouter.local or [REDACTED_PHONE].

#LTS00131718

Improvement

• Password-reset protocol gap

> “Failed to use the five-digit recovery key for password reset on EA6500.”

Note: Five-digit key is required for EA6500 password recovery.

#LTS00131689

Coaching Moments

Improvement

“Failed to give accurate channel-change guidance for the EA series. Did not verify admin access or provide the proper local router URL.”

Note: EA series requires HTTPS://[REDACTED_PHONE] for admin access; channel separation must be done via Advanced Wi‑Fi Settings.

#LTS00131681

Improvement

“Aggressively pushed a $15 paid-support option without first exhausting free self-help steps.”

Note: Paid support should be a last resort after verifying free options (e.g., factory reset, KB guides).

#LTS00131681

Escalation Lessons: What L2 Did

#TE00131478 — Resolved by Level 2

• What L1 saw: Customer reported slow speeds (90 Mbps vs 273 Mbps direct) on MR8300. L1 collected serial number but failed to verify WAN status, perform speed tests, or document the case.
• Why it escalated: L1 could not validate internet connectivity after speed test; dashboard still showed exclamation point. No next steps or escalation path provided.
• What L2 did:

1. Confirmed WAN link via admin page.

2. Ran wired speed test (273 Mbps confirmed).

3. Identified ISP throttling and guided customer through ISP contact.

4. Verified mesh performance after re-pairing.

• Current state: Resolved.
• L1 learning points:

1. Always verify WAN link and run wired speed tests to isolate ISP vs router issues.

2. Document speed test results and dashboard status before escalation.

3. Use ISP contact scripts for throttling scenarios.

Coach Appendix

• Weekly trend: Frontline-heavy week with prolonged handle times in WHW and MBE families. Protocol gaps (model/serial collection, warranty checks) contributed to inefficiencies.
• Key pattern: Technical inaccuracies around reset procedures and admin access URLs caused unresolved issues and escalations.
• Evidence: See Technical Accuracy and Escalation Lessons sections for specific quotes and outcomes.

This Week's Calls

| [#LTS