joziel.licmoan@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
34	17m 17s	MR7350	CONNECTIVITY	34	1

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

Dimension	This Week	Calls Reviewed
Accuracy	2.80	34
Protocol	2.10	34
Communication	2.60	34
Overall	2.70	34

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
WRT	1	73m 1s	2.80	1.00	2.00	2.00	Outlier: 4.7x weekly median handle time
MX	6	27m 40s	2.50	2.67	2.17	2.83	Outlier: 1.8x weekly median handle time
WHW	4	27m 8s	3.00	3.50	2.25	2.25	Outlier: 1.7x weekly median handle time
LN	1	20m 35s	2.20	4.00	2.00	2.00
MR	6	15m 38s	2.70	2.33	2.33	2.50
EA	7	15m 4s	2.54	2.71	1.86	2.57
E	6	14m 7s	2.75	3.17	1.83	2.50
OTHER	4	9m 12s	2.95	3.25	2.25	3.00
RE	1	3m 57s	1.60	1.00	1.00	2.00

Key Observations

WRT is the slowest family at 73m 1s; outlier: 4.7x weekly median handle time.
MX is the slowest family at 27m 40s; outlier: 1.8x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication
CONNECTIVITY	16	21m 25s	2.60	2.80	2.10	2.60
ACCESS	7	14m 35s	2.60	2.00	1.90	2.70
SETUP	8	19m 58s	2.50	2.60	2.10	2.50
NO TROUBLESHOOTING NEEDED	3	8m 40s	3.30	4.70	2.70	2.70

Week-over-Week Movement

Overall moved up 0.21 vs. last week.
Accuracy moved up 0.52 vs. last week.
Protocol moved up 0.43 vs. last week.
Communication moved up 0.24 vs. last week.
Average handle time moved down by 4m 20s.
Family swing: WRT handle time moved up by 65m 51s vs. last week.
Family swing: RE handle time moved down by 37m 27s vs. last week.
Family swing: OTHER handle time moved down by 4m 53s vs. last week.

What Went Well

Accurate technical guidance for driver requests: Correctly identified and provided the appropriate 64-bit Windows 10 driver for WUSB6300.
Effective troubleshooting for mesh network recovery: Successfully guided customer through resets and re-pairing to restore mesh network functionality with solid blue LEDs.

Growth Opportunities

Incorrect technical information provided: Stated that MX2000 supports Wi-Fi 6E and that firmware updates cost $15, both of which are incorrect per KB.
Inaccurate reset procedures: Provided incorrect reset durations (e.g., 30 seconds instead of 10 seconds for multiple models) and incorrect pairing methods (e.g., 5-press reset for non-supported models).

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 technical information (e.g., Wi-Fi standards, firmware policies).
Standardize reset procedures to align with KB guidance (e.g., 10-second reset for most models).
Enhance protocol adherence (e.g., case documentation, warranty verification).
Reduce fabricated technical concepts and ensure all guidance is KB-aligned.

Technical Accuracy

Improvement

Incorrectly stated that MX2000 supports Wi-Fi 6E and that firmware updates cost $15, violating accuracy and compliance policies.

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

Introduced fabricated technical concepts ('device manager', 'communicator files') with no basis in KB, leading to customer confusion.

Improvement

Incorrectly described post-reset LED behavior for WHW03 as 'magenta, like pink, red, or solid red' instead of solid purple per KB.

Strength

Accurately identified and provided the correct 64-bit Windows 10 driver for WUSB6300, demonstrating strong technical knowledge.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Pending

Call Outcome: Escalated to Level 2; callback promised with next-step instructions.
Level 2 Resolution Steps: [{'timestamp': '2026-06-05 16:29:21', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi Team, Good day! I would like to escalate this case for further assistance with CAT Clark approval. Customer is requesting an immediate replacement for the MR7500. As per cx the SSID is not broadcasting and insist that he already TS it. Already said proper expectation about the process and proper isolation but cx insist to have it escalated and wont provide POP. Customer request to have an immediate callback from L2. Please see case notes. Thank you. EL'}, {'timestamp': '2026-06-05 16:29:34', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-05 18:02:24', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00132427 Sean Young [REDACTED_EMAIL] [REDACTED_PHONE] MR7500 45C10M27C00628 Breezeline - this ticket was claimed from the TE queue'}, {'timestamp': '2026-06-05 18:04:28', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00132427 Sean Young [REDACTED_EMAIL] [REDACTED_PHONE] MR7500 45C10M27C00628 Breezeline - this ticket was claimed from the TE queue - callback time at 2:02 am MNL - the phone rings - heard the auto callback disclaimer - did not hear any response - left a message - have mentioned to be calling again after 30 minutes to an hour - released the call'}, {'timestamp': '2026-06-05 19:28:16', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Hi Sean, Good day! You may reply to this email with a copy of the device’s receipt.'}, {'timestamp': '2026-06-05 19:40:06', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': "- second callback at 3:13 am MNL - he was able to answer the call - the router has a steady blue light - he said that it's a child node - he don't know what's the model of the parent node - devices are unable to connect to it - it is not broadcasting its SSID - he don't have a computer that we can wire to it - had asked him for uts power adapter specs - he said that it's on a power shelve - he don't have access to it - he don't know where it was bought - but it was bought by the company - he sai..."}, {'timestamp': '2026-06-05 19:40:12', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Callback -> Pending'}]
Current Status: Pending

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve accuracy in technical information (e.g., Wi-Fi standards, firmware policies).; Standardize reset procedures to align with KB guidance (e.g., 10-second reset for most models).; Enhance protocol adherence (e.g., case documentation, warranty verification).

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00086970	2026-06-01 18:04:38+00:00	2.80	INBOUND	MR7350	ACCESS	Customer to attempt password reset using recovery key; no confirmation of success or follow-up scheduled.
#LTS00074179	2026-06-01 18:57:45+00:00	2.80	INBOUND	WHW03	ACCESS	Agent will email detailed reset and configuration steps; customer to perform reset and re-configure.
#LTS00131679	2026-06-01 19:26:03+00:00	2.90	INBOUND	EA7450	CONNECTIVITY	Customer to reconnect the opener to the 2.4 GHz network and reinstall the app. No further action taken by agent.
#LTS00131702	2026-06-01 20:35:34+00:00	3.00	INBOUND	EA8100	CONNECTIVITY	Agent will send an email with detailed reset/re-configuration steps; customer to try and report back.
#LTS00131627	2026-06-01 21:30:55+00:00	2.90	INBOUND	E1200	ACCESS	Agent will email step-by-step reset and reconfiguration instructions to customer’s email address.
#LTS00131717	2026-06-01 22:10:49+00:00	4.10	INBOUND	WUSB6300	NO TROUBLESHOOTING NEEDED	Driver will be emailed to mx5Torey@gmail.com within 5 minutes.
#LTS00131726	2026-06-01 22:36:54+00:00	3.20	INBOUND	E2500	CONNECTIVITY	Send email with step-by-step reset guide; customer to perform reset and test connectivity.
#LTS00101564	2026-06-02 16:44:21+00:00	1.80	INBOUND	MX2000	CONNECTIVITY	Agent will email reset/reconfigure instructions to TimJeni33@SPCglobal. No technical fix was confirmed on the call.
#LTS00122199	2026-06-02 17:48:08+00:00	3.00	INBOUND	MX6200	CONNECTIVITY	Nodes are now solid white with strong signal; monitor for future outages and contact support if issue returns.
#LTS00132100	2026-06-02 19:56:26+00:00	2.80	INBOUND	MR7350	SETUP	Customer to retrieve documentation online or via email and attempt setup independently, but with incorrect guidance about setup method.
#LTS00131568	2026-06-02 19:59:52+00:00	2.20	INBOUND	LN3111	NO TROUBLESHOOTING NEEDED	Advised to purchase a 6- or 8-port Ethernet switch; no specific model, part number, or follow-up provided.
#LTS00131910	2026-06-02 21:05:55+00:00	2.80	INBOUND	EA7300	CONNECTIVITY	Customer to contact IT team for VPN configuration; Linksys will not take further action unless escalated.
#LTS00132036	2026-06-03 15:43:30+00:00	3.90	INBOUND	WUSB6300	NO TROUBLESHOOTING NEEDED	Driver files emailed to the customer.
#LTS00132051	2026-06-03 16:30:51+00:00	1.80	INBOUND	MR8300	ACCESS	Agent will email the customer detailed reset and setup instructions.
#LTS00132069	2026-06-03 17:06:13+00:00	3.00	INBOUND	E5400	CONNECTIVITY	Reset network settings on the iPad and contact Apple support if the issue remains.
#LTS00132079	2026-06-03 17:41:50+00:00	2.80	INBOUND	EA6700	CONNECTIVITY	Sent email with reset instructions; customer to try reset and verify Wi-Fi.
#LTS00132093	2026-06-03 18:50:27+00:00	3.00	INBOUND	WHW03	ACCESS	Use the router admin password to log in via http://myrouter.local; if password is forgotten, perform a password reset using the recovery key on the router label.
#LTS00132100	2026-06-03 19:11:09+00:00	3.00	INBOUND	MR7350	SETUP	Router configured and internet working; no further action required.
#LTS00132126	2026-06-03 21:16:15+00:00	1.80	INBOUND	MX2000	SETUP	Agent guided MX2000 setup with incorrect procedures; no confirmation of internet or mesh connectivity was obtained.
#LTS00132126	2026-06-03 21:45:31+00:00	1.80	INBOUND	MX2000	SETUP	None – call ended without resolution or next step.
#LTS00132261	2026-06-04 16:07:57+00:00	1.80	INBOUND	EA7200	ACCESS	Agent will email the customer step‑by‑step instructions for a factory reset and re‑setup.
#LTS00132265	2026-06-04 16:29:25+00:00	3.20	INBOUND	MR8300	CONNECTIVITY	Agent will email step-by-step reset and setup instructions; customer may purchase paid support if needed.
#LTS00132274	2026-06-04 16:53:45+00:00	3.30	INBOUND	WHW03	CONNECTIVITY	All nodes now solid blue and internet works; monitor the node with -72 dBm signal and relocate if needed.
#LTS00132285	2026-06-04 17:54:07+00:00	2.00	INBOUND	VLP01	SETUP	Agent will email recovery reset instructions; customer to perform reset and retry access. No verification of success was conducted.
#LTS00132299	2026-06-04 19:02:40+00:00	1.60	INBOUND	RE6300	SETUP	Agent will email setup instructions; customer to reset extender and follow guide. No verification of fix or email accuracy performed.
#LTS00132306	2026-06-04 19:26:48+00:00	2.80	INBOUND	E2500	SETUP	Email with reset instructions promised; customer to attempt correct reset procedure and report back.
#LTS00132318	2026-06-04 20:39:55+00:00	1.80	INBOUND	VLP01	SETUP	Agent promised to email setup steps; customer advised to consider a new router if unsuccessful.
#LTS00132325	2026-06-04 21:41:12+00:00	2.80	INBOUND	E5400	CONNECTIVITY	Customer will contact ISP for a technician; no reset performed.
#LTS00132328	2026-06-04 22:10:16+00:00	2.90	INBOUND	WHW03	CONNECTIVITY	Agent will email step-by-step reset and setup instructions; customer to verify modem connectivity and contact ISP.
#TE00132427	2026-06-05 16:00:00+00:00	2.60	INBOUND	MR7500	CONNECTIVITY	Escalated to Level 2; callback promised with next-step instructions.
#LTS00132441	2026-06-05 17:36:22+00:00	1.80	INBOUND	E5350	CONNECTIVITY	Offered to email step‑by‑step reset instructions; no fix confirmed.
#LTS00132459	2026-06-05 19:31:31+00:00	2.80	INBOUND	WRT54G2	CONNECTIVITY	All nodes are now online and Wi-Fi is functional; no further action required.
#LTS00044333	2026-06-05 20:50:23+00:00	3.80	INBOUND	MX6200	SETUP	Internet connectivity confirmed working; no further action needed.
#LTS00132483	2026-06-05 21:33:15+00:00	1.40	INBOUND	EA8300	SETUP	Customer to perform factory reset and re-setup; agent claimed email would be sent with steps.
#LTS00132494	2026-06-05 22:27:01+00:00	3.10	INBOUND	EA7300	CONNECTIVITY	Email with step-by-step reset instructions will be sent; customer advised to consider upgrading to a newer router.
#LTS00132497	2026-06-05 22:55:48+00:00	2.80	INBOUND	MX4200	SETUP	All nodes are now solid blue and operational; no further action needed.