paolo.ebora@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Escalation-heavy week: 8 TE-owned calls vs 2 LTS queue calls.
• Coach as an escalation owner: emphasize case progression, diagnostics, documentation, and L2-ready handoffs.

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 150m 45s; outlier: 2.9x weekly median handle time.
• MX is one of the slowest families at 54m 18s.

Problem Categories

Week-over-Week Movement

• Protocol moved down 0.37 vs. last week.
• Communication moved down 0.20 vs. last week.
• Average handle time moved up by 4m 11s.
• Family swing: MBE handle time moved down by 8m 51s vs. last week.

What Went Well

• Effective resolution of wired speed bottleneck: Correctly diagnosed the 10/100 link bottleneck via adapter status check ([44:00–45:00]), aligning with KB guidance on wired speed limitations.
• Successful mesh node pairing and resolution: Successfully guided customer to confirm network functionality via app showing 5 nodes and 23 devices at [41:00].

Growth Opportunities

• Incorrect troubleshooting guidance and protocol lapses: Applied 5-press pairing method to a Velop WHW01, which requires app/web UI pairing. Failed to verify actual internet connectivity on the mesh network after reset.
• Failure to collect essential product information: Failed to collect product model, serial number, or warranty status—critical omissions for hardware fault support.

Next Week's Focus

• This week is escalation-heavy, so prioritize case progression, documentation, and L2-ready handoffs.
• Improve protocol adherence and accuracy in troubleshooting guidance.
• Ensure collection of essential product information (model, serial, warranty).

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.

Technical Accuracy

Improvement

Improvement

Agent provided incorrect login credentials for Velop router (username 'admin' required when only password is used).

Improvement

Agent suggested [REDACTED_PHONE] at [03:00], which is incorrect for MBE7000—should be myrouter.info (per KB).

Strength

Agent correctly identified the 10/100 link bottleneck via Ethernet adapter link speed check.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Resolved

• Level 2 Resolution Steps: [{'timestamp': '2026-05-04 18:52:00', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-05-04 19:32:35', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-04 19:32:40', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-04 18:11:51', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Pending - HQ Feedback -> Callback'}, {'timestamp': '2026-06-04 18:13:24', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'changed the back to call back status'}, {'timestamp': '2026-06-04 18:34:48', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: TE00116301 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer I spoke Brooke informed the reason of calling I mentioned the call back disclaimer I explained that the MX8501 is Ou...'}, {'timestamp': '2026-06-04 18:34:55', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
• Current Status: Resolved

— — Resolved

• Call Outcome: Customer to send network logs; pending further analysis.
• Level 2 Resolution Steps: [{'timestamp': '2026-05-26 18:45:22', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Issue Description: MX6200_intermittent to no internet connection Model Number: Serial Number: 58W10M2BD04913 Warranty Start Date: Mar 8, 2024 Troubleshooting Steps: (Steps with customer and results) phone #: [REDACTED_PHONE] -Return caller -router is solid red after cx hung up from the previous tech -inform cx that the case will be escalated to L2 for advice TS (based on previous tech notes if the issue persist) -cx wanted to fix the issue right now since she needs the inte...'}, {'timestamp': '2026-05-26 18:45:45', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Advance troubleshooting'}, {'timestamp': '2026-05-26 18:45:59', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-06-01 22:26:50', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-02 00:05:39', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'attached Working Sysinfo.'}, {'timestamp': '2026-06-02 00:08:04', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: TE00023348 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer. I spoke to Michelle informed the reason of calling I mentioned the call back Parent node is connected to the Main p...'}, {'timestamp': '2026-06-02 00:08:10', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
• Current Status: Resolved

— — Resolved

• Call Outcome: Cable replaced; speeds restored to expected levels; no further action needed.
• Level 2 Resolution Steps: [{'timestamp': '2026-05-29 21:43:55', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-05-29 22:10:00', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'reviewing ticket.'}, {'timestamp': '2026-05-29 22:10:06', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-02 20:59:40', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'reviewing ticket.'}, {'timestamp': '2026-06-02 21:56:06', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-02 23:27:15', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: TE00131478 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and i heard automatic call back disclaimer I spoke to Randall He already a speed directly to the wall. He purchased wired adapter from best buy Modem >>> MR830...'}, {'timestamp': '2026-06-02 23:27:22', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
• Current Status: Resolved

— — Callback

• Call Outcome: Agent disconnected the call mid-troubleshooting, stating they would call back in five minutes—no such callback was confirmed or initiated.
• Level 2 Resolution Steps: [{'timestamp': '2026-04-04 00:43:59', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'will append on this ticket cx is a return caller wants to talk with an L2 agent said he tried to access his modem IP address but can’t go through wants to provide assistance to cx but cx wants a higher technician informed cx that I’ll escalate the case as cx requested set expectations for a callback from a L2 agent w/in 24-48 business hrs cx acknowledged, EoC'}, {'timestamp': '2026-04-04 00:47:10', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-04-04 00:51:42', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "Hello CAT team, Good day! I'm reaching out to escalate a case. The customer is a returning caller and would like to speak with Level 2 agent. Phone: [REDACTED_PHONE] Country: US Issue: can’t access his modem IP address Model: MBE7000 Thank you!"}, {'timestamp': '2026-06-04 21:53:08', 'phase': 'level_2_resolution_work', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-04 21:53:09', 'phase': 'level_2_resolution_work', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-04 22:32:30', 'phase': 'level_2_resolution_work', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00124455 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer I spoke to Michael, informed the reason of calling I mentioned the call back disclaimer. they unplug the parent nod...'}, {'timestamp': '2026-06-04 22:56:16', 'phase': 'level_2_resolution_work', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00124455 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer I spoke to Michael informed the reason of calling I mentioned the call back disclaimer. Tried the myrouter.local >....'}]
• Current Status: Callback

— — Resolved

• Call Outcome: All nodes are now solid blue; network is functional. No further action required.
• Level 2 Resolution Steps: [{'timestamp': '2026-06-05 17:45:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-05 21:02:02', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-05 21:02:16', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '* Claimed the case from CAT queue'}, {'timestamp': '2026-06-06 00:22:08', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'reviewing ticket.'}, {'timestamp': '2026-06-06 00:23:00', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-06 01:19:43', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number:TE00132422 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer I spoke to Jim informed the reason of calling I mentioned the call back disclaimer. I verified the concern One MX6200...'}, {'timestamp': '2026-06-06 01:19:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
• Current Status: Resolved

Coach Appendix

Weekly pattern unavailable.

This Week's Calls