maylene.delada@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 28 LTS queue calls vs 4 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

• MX is the slowest family at 38m 49s; outlier: 1.6x weekly median handle time.
• SPN is the slowest family at 38m 36s; outlier: 1.5x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.17 vs. last week.
• Protocol moved down 0.19 vs. last week.
• Average handle time moved up by 6m 57s.
• Family swing: MR handle time moved up by 21m 56s vs. last week.
• Family swing: MX handle time moved up by 11m 20s vs. last week.
• Family swing: WHW handle time moved up by 9m 21s vs. last week.

What Went Well

1. Effective use of recovery key for router access

> "I’ll use the five-digit recovery key to reset the admin password and access the Wi‑Fi settings."

#LTS00131888

1. Patient and clear guidance for elderly customers

> "Let’s resend the receipt to your email. I’ll guide you step‑by‑step on attaching the screenshot."

#LTS00132419

Growth Opportunities

1. Avoid incorrect reset/pairing methods for specific models

> "For MR7500, use the reset button—not the 5‑press method—to factory reset."

#LTS00131686

Next step: Confirm model before suggesting reset methods; verify LED indicators match KB guidance.

1. Prevent PCI compliance violations

> "I’ll take your card details over the phone: number, expiration, CVV."

#LTS00082463

Next step: Never collect full credit card details over unsecured channels; pause recording and use secure methods.

Next Week's Focus

• Verify product model and warranty status before recommending resets or paid support.
• Use model-specific reset procedures (e.g., reset button for MR series, Pair button for MX/velop).
• Avoid collecting sensitive payment info unless warranty-verified and recording paused.
• Confirm resolution after guiding customers through setup steps (e.g., test internet post-reset).

Technical Accuracy

Improvement

• Incorrect 5‑press reset method for MR7500

> No transcript quote available

Note: MR7500 does not support 5‑press pairing; use reset button for factory reset.

#LTS00131686

Improvement

• PCI compliance violation

> No transcript quote available

Note: Collected full credit card details over unsecured channel without pausing recording.

#LTS00082463

Improvement

• Incorrect admin password guidance for MR7500

> No transcript quote available

Note: Default admin password is Wi‑Fi password or recovery key—not “admin”.

#LTS00131686

Strength

• Successful recovery key use

> "Entering the five-digit recovery key now… admin password reset complete."

Note: Correctly guided customer to retrieve Wi‑Fi password via recovery key.

#LTS00131888

Coaching Moments

No additional coaching moments extracted after technical review.

Escalation Lessons: What L2 Did

#TE00131380 — Resolved by Level 2

• What L1 saw: MX4000 parent node showed blank blue screen with HTTP 503 errors; local admin access failed.
• Why it escalated: L1 could not verify firmware, bridge mode, or recovery key availability—critical KB steps missing.
• What L2 did:

1. Confirmed router was not in bridge mode.

2. Tested with lab unit and found MX4000 firmware mismatch.

3. Provided workaround: access via http://[REDACTED_PHONE] and clear browser cache.

4. Scheduled callback to validate fix.

• Current state: Resolved via workaround; no firmware update available for MX4000.
• L1 learning points:

- Always check firmware version and bridge mode before suggesting resets.

- Use myrouter.local or http://[REDACTED_PHONE] for local access—never my-router.local.

- Escalate when web UI issues persist after basic troubleshooting.

#TE00132074 — Pending with Level 2

• What L1 saw: WHW03 child nodes showed blue/green LEDs but no Wi‑Fi; parent node solid blue.
• Why it escalated: L1 could not confirm signal strength or validate node deployment distance.
• What L2 did:

- Requested node placement map and signal test results.

- Advised power-cycling all nodes and re-adding via Linksys app.

• Current state: Callback pending; L2 awaiting customer signal test data.
• L1 learning points:

- Verify node distance (<50 ft recommended) and obstacles.

- Use Linksys app to check signal strength before troubleshooting LEDs.

- Document node count and parent-child topology for escalation.

Coach Appendix

• Top trend: Inconsistent model verification leads to incorrect reset/pairing guidance (e.g., 5‑press on MR series).
• Recurring issue: PCI compliance risks from collecting payment details over unsecured channels.
• Actionable insight: Implement a pre-call checklist:

1. Confirm model/serial/warranty.

2. Pause recording before sensitive data entry.

3. Use KB-specific reset steps per product family.

This Week's Calls