paulo.real@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Hybrid week: 5 LTS queue calls and 6 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

• EA is the slowest family at 73m 2s; outlier: 2.5x weekly median handle time.
• MX is one of the slowest families at 35m 28s.

Problem Categories

Week-over-Week Movement

• Accuracy moved down 0.30 vs. last week.
• Communication moved down 0.23 vs. last week.
• Average handle time moved down by 2m 07s.
• Family swing: EA handle time moved up by 31m 03s vs. last week.
• Family swing: WHW handle time moved up by 21m 20s vs. last week.
• Family swing: OTHER handle time moved down by 8m 44s vs. last week.

What Went Well

1. Accurate MX6200 setup guidance

> "Successfully guided customer to reset admin password using recovery key and confirmed final functionality."

#LTS00132152

1. Clear communication and customer engagement

> "Collected full customer name, email, model number, and serial number accurately."

#LTS00132152

Growth Opportunities

1. Correct model-specific troubleshooting

- Current gap: Provided wrong admin URL/IP ([REDACTED_PHONE]) for WHW03 and used invalid 5-press reset.

- What good looks like: Use [REDACTED_PHONE] or myrouter.info for WHW03; apply 10-second reset only.

> "Directed customer to access router via 10.4.1.1 and later [REDACTED_PHONE] (both incorrect)."

#TE00131905

1. Resolve connectivity issues with verified steps

- Current gap: Suggested factory reset without steps for MR5500; dismissed EA1200 support incorrectly.

- What good looks like: Provide step-by-step reset instructions, validate recovery key use, and verify warranty status.

> "Agent suggested full factory reset but did not provide steps or validate recovery key use; no resolution achieved."

#TE00121320

Next Week's Focus

• Practice model-specific reset procedures: Memorize 10-second reset for WHW03/MX6200 and recovery key steps for EA/MX series.
• Verify WAN link before escalating: Confirm modem lights and ISP handoff on connectivity calls.
• Document handoffs explicitly: Include model, serial, and steps tried in HappyFox notes for escalations.
• Use standard URLs: [REDACTED_PHONE] or myrouter.info for WHW03; avoid customer-provided IPs.

Technical Accuracy

Improvement

"Incorrect admin URL/IP provided for WHW03 model, leading to unresolved access issue."

#TE00131905 — Model misidentification and invalid IP address used.

Improvement

"Failed to guide customer through factory reset steps for MR5500, leaving issue unresolved."

#TE00121320 — Recovery key validation omitted; reset instructions missing.

Improvement

"Incorrectly dismissed recovery key support for EA1200, leading to unresolved password issue."

#TE00121320 — False end-of-support claim and missing reset guidance.

Improvement

"Provided incorrect end-of-support information for EA1200, causing customer confusion."

#TE00121320 — Warranty miscommunication.

Improvement

"Model misidentification led to incorrect troubleshooting guidance for MX6200 mesh system."

#LTS00132504 — WHW01 mislabeled as WHW03; reset procedure invalid.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00121320 — Resolved by Level 2

• What L1 saw: MR5500 child node blinking blue, refusing to connect. Primary node working, three WHW01 child nodes solid blue.
• Why it escalated: L1 suggested full factory reset but did not provide steps or validate recovery key use; no resolution achieved.
• Related call chain: Three prior L1 attempts (May 26, June 1, June 2) all ended with abandoned/vague closure.
• What L2 did: Performed callback, verified blinking blue as reset mode, guided through 10-second reset, confirmed recovery key use, and validated mesh re-pairing via app.
• Current state: Resolved.
• L1 learning points:

1. Always provide step-by-step factory reset instructions for MR5500 (10-second hold, release at solid blue).

2. Validate recovery key presence and usage before proceeding.

3. Confirm mesh topology and node statuses post-reset.

#TE00131644 — Resolved by Level 2

• What L1 saw: EA8300 showing solid orange light, no internet, unable to access admin UI.
• Why it escalated: L1 referred to ISP without isolating router issues or providing self-help resources.
• Related call chain: L1 call (June 1) ended with callback set; L2 assumed case June 1.
• What L2 did: Verified modem-to-router connection, performed router reset, guided through admin UI access via myrouter.local, and confirmed internet connectivity.
• Current state: Resolved.
• L1 learning points:

1. Attempt basic router resets (10-second) before ISP referral.

2. Provide myrouter.local or [REDACTED_PHONE] as admin URLs.

3. Document modem status and WAN link verification.

#TE00131905 — Resolved by Level 2

• What L1 saw: WHW03 parent node solid red, child nodes flashing red/purple after ISP change.
• Why it escalated: L1 used unsupported 5-press reset and incorrect IP [REDACTED_PHONE].
• Related call chain: L1 call (June 2) escalated; L2 callback June 3.
• What L2 did: Directed 10-second factory reset, used correct IPs ([REDACTED_PHONE]/myrouter.info), verified WAN cable, and re-paired nodes via app.
• Current state: Resolved.
• L1 learning points:

1. Use 10-second reset for WHW03, not 5-press.

2. Only use [REDACTED_PHONE] or myrouter.info for admin access.

3. Confirm WAN link and modem lights before node troubleshooting.

#TE00132129 — Resolved by Level 2

• What L1 saw: WHW03 unable to access admin UI to separate Wi-Fi bands.
• Why it escalated: L1 provided URL workaround but no model/serial collection; customer had already tried it.
• Related call chain: L1 call (June 4) pending; L2 callback June 4.
• What L2 did: Emailed KB article, offered factory reset guidance, and confirmed local network access.
• Current state: Resolved.
• L1 learning points:

1. Always collect model, serial, and warranty status.

2. Verify customer can reach router locally before URL suggestions.

3. Walk through factory reset if URL fails.

#TE00132488 — Resolved by Level 2

• What L1 saw: WUSB6300 v2 intermittent disconnects on Windows 11; customer demanded refund.
• Why it escalated: L1 offered refund without verifying warranty or collecting proof of purchase.
• Related call chain: L1 call (June 5) escalated; L2 callback June 5.
• What L2 did: Confirmed product discontinuation, offered $4.99 prorated refund with return shipping, and documented decline.
• Current state: Resolved.
• L1 learning points:

1. Verify warranty status and collect serial/proof of purchase.

2. Escalate hardware failure claims with full details.

3. Offer manager involvement for dissatisfied customers.

Coach Appendix

• Top trend: Frequent model misidentification (WHW03 vs. WHW01, MR5500 vs. EA1200) leading to incorrect procedures. Focus on model/serial verification and KB-specific guidance.
• Recurring pattern: Escalations due to incomplete handoffs (missing steps, no self-help resources). Practice closing notes with exact steps tried and next actions.
• Quote governance: All transcript quotes verified against source; no PII restored.

This Week's Calls