regin.magnetico@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 55 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

• MX is the slowest family at 28m 59s; outlier: 1.6x weekly median handle time.
• MR is one of the slowest families at 21m 31s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.20 vs. last week.
• Average handle time moved down by 1m 04s.
• Family swing: RE handle time moved down by 55m 02s vs. last week.
• Family swing: LN handle time moved down by 13m 51s vs. last week.
• Family swing: MX handle time moved up by 11m 20s vs. last week.

What Went Well

1. Accurate troubleshooting guidance for MX6200 node pairing

> [05:00] CHANNEL_RIGHT: Okay, let’s perform the 5-press pairing on the parent router: press and release the reset button five times within five seconds. This will put the node in pairing mode.

#LTS00073871

1. Effective resolution of connectivity issues via power-cycle

> [12:00] CHANNEL_RIGHT: I’ll guide you through a full power-cycle: unplug both the modem and router, wait 30 seconds, then plug the router back in first, followed by the modem.

#LTS00131573

Growth Opportunities

1. Incorrect model identification leading to wrong troubleshooting steps

> [00:00] CHANNEL_RIGHT: Since this is a Velop Pro 7, we’ll treat it as an MBE7000 for diagnostics.

#LTS00131582

Next step: Always verify the exact product model and family before selecting a troubleshooting path. Confirm LED behaviors and supported features per KB.

1. Failure to follow standard troubleshooting protocols

> [04:00] CHANNEL_RIGHT: Let’s skip the parent node check and jump straight to node resets.

#LTS00132467

Next step: Adhere to standard diagnostic sequences—verify WAN status, parent node health, and LED states before proceeding to node-specific resets.

Next Week's Focus

• Confirm product model and family before initiating any troubleshooting—use the product label or serial number lookup.
• Follow the standard mesh diagnostic flow: verify WAN connectivity, check parent node LEDs, and confirm node pairing status before resetting child nodes.
• Document LED states and troubleshooting steps clearly in HappyFox for every call to ensure continuity and avoid repeated misdiagnosis.
• Practice concise, structured communication to keep calls efficient and focused, especially in high-complexity categories like CONNECTIVITY.

Technical Accuracy

Strength

[05:00] CHANNEL_RIGHT: Okay, let’s perform the 5-press pairing on the parent router: press and release the reset button five times within five seconds. This will put the node in pairing mode.

#LTS00073871

Note: Correct 5-press pairing method for MX6200 per KB.

Improvement

[00:00] CHANNEL_RIGHT: Since this is a Velop Pro 7, we’ll treat it as an MBE7000 for diagnostics.

#LTS00131582

Note: Incorrect model identification; Velop Pro 7 is an MX-series device, not MBE7000. This led to misapplied LED interpretation and troubleshooting steps.

Improvement

[04:00] CHANNEL_RIGHT: Let’s skip the parent node check and jump straight to node resets.

#LTS00132467

Note: Skipping parent node verification risks misdiagnosis; always confirm WAN status and parent node health first.

Coaching Moments

Strength

[12:00] CHANNEL_RIGHT: I’ll guide you through a full power-cycle: unplug both the modem and router, wait 30 seconds, then plug the router back in first, followed by the modem.

#LTS00131573

Note: Clear, step-by-step power-cycle instructions that resolved the connectivity issue.

Improvement

[00:00] CHANNEL_RIGHT: It says device has been logged. block. Can you spell it out for me?

#LTS00131573

Note: Agent correctly asked for clarification of the error message but failed to proceed with troubleshooting after obtaining the information.

Improvement

[05:00] CHANNEL_RIGHT: Given the serial number? Or the original one. I haven't the number. I'm the basement, so you have to basically. Can I give you the second one?

#LTS00131572

Note: Agent struggled with collecting serial number information, leading to inefficiency and incomplete case documentation.

Escalation Lessons: What L2 Did

#TE00132294 — Resolved by Level 2

• What L1 saw: Customer’s printer (HP OfficeJet Pro 8030) couldn’t connect to Linksys mesh Wi‑Fi. L1 attempted diagnostics but misidentified the router model and provided incorrect admin URLs.
• Why it escalated: Customer requested escalation after L1 refused assistance, stating the printer was a third-party device.
• Related call chain: This was a repeat contact; L1 had previously closed the case without resolution, forcing the customer to escalate.
• What L2 did: L2 clarified that Linksys supports mesh connectivity for third-party devices and guided the customer through correct 2.4 GHz band configuration and printer setup.
• Current state: Resolved—printer now connects and prints.
• L1 learning points:

- Verify product model and family before troubleshooting.

- Use correct admin URLs (myrouter.local or [REDACTED_PHONE]) for Velop mesh.

- Provide clear, step-by-step guidance for third-party device connectivity instead of refusing assistance.

Coach Appendix

• The week’s highest-signal trend is incorrect model identification, leading to misapplied troubleshooting steps and prolonged handle times, especially in the MX product family. This pattern suggests a need for reinforced model verification protocols and KB reference during call opening.
• Recurring protocol adherence gaps were observed in connectivity cases, where agents skipped WAN verification and parent node checks before proceeding to node-specific resets. This contributed to lower protocol scores and inefficient call flow.
• Documentation inconsistencies—missing serial numbers, incomplete case notes, and unclear next steps—hindered continuity and resolution tracking. Focus on structured case capture during call opening to improve this.

This Week's Calls