riojene.ladera@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 |
|---|---|---|---|---|---|
| 31 | 11m 43s | EA7500 | ACCESS | 31 | 3 |
Work Mix Lens
- Frontline-heavy week: 29 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
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.60 | 31 |
| Protocol | 1.80 | 31 |
| Communication | 2.00 | 31 |
| Overall | 2.20 | 31 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| LN | 2 | 39m 52s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 3.6x weekly median handle time |
| EA | 6 | 16m 46s | 2.02 | 1.50 | 1.50 | 1.83 | Outlier: 1.5x weekly median handle time |
| WHW | 5 | 11m 45s | 2.20 | 3.40 | 1.40 | 1.80 | |
| MR | 5 | 11m 10s | 2.80 | 3.20 | 1.40 | 2.40 | |
| MX | 7 | 9m 24s | 2.07 | 3.29 | 1.57 | 1.71 | |
| OTHER | 1 | 8m 15s | 1.10 | 1.00 | 1.00 | 2.00 | |
| E | 7 | 7m 46s | 2.37 | 2.86 | 1.86 | 2.00 |
Key Observations
- LN is the slowest family at 39m 52s; outlier: 3.6x weekly median handle time.
- EA is the slowest family at 16m 46s; outlier: 1.5x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| ACCESS | 10 | 11m 12s | 2.20 | 3.10 | 1.70 | 2.00 | ✓ |
| SETUP | 8 | 10m 36s | 1.80 | 2.40 | 1.30 | 1.80 | ✓ |
| CONNECTIVITY | 7 | 15m 47s | 2.20 | 2.70 | 1.70 | 2.00 | ✓ |
| GENERAL INQUIRY | 3 | 12m 42s | 2.50 | 3.30 | 2.00 | 2.00 |
Week-over-Week Movement
- Accuracy moved up 0.51 vs. last week.
- Average handle time moved down by 6m 39s.
- Family swing: MX handle time moved down by 13m 31s vs. last week.
- Family swing: E handle time moved down by 13m 21s vs. last week.
- Family swing: WHW handle time moved down by 8m 59s vs. last week.
What Went Well
- Accurate product recommendations: Provided correct, up-to-date product recommendations (MBE7000, MX6200) matching customer’s bandwidth needs.
- Correct router access guidance: Provided fully correct router access URLs (myrouter.local and [REDACTED_PHONE]) per the KB.
Growth Opportunities
- Incorrect technical guidance: Claimed Wi-Fi 4 router cannot work with Wi-Fi 7 modem (false; no technical incompatibility exists).
- Failure to troubleshoot basic issues: Failed to perform basic WAN diagnostics (WAN LED, cable check, reconfiguration via http://[REDACTED_PHONE]).
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve protocol adherence and accuracy in troubleshooting steps.
- Reduce abandoned or vague call resolutions.
- Enhance technical guidance for mesh and router compatibility.
Technical Accuracy
Improvement
Incorrectly stated EA7500 V2 receives no firmware updates (false; updates are available on support.linksys.com).
Improvement
Provided invalid IP address range (192.163.x.x) not used by any Linksys device.
Improvement
Provided an invalid and unsafe support URL: 'support.leninstis.com'.
Improvement
Provided incorrect pairing method (5-press) for LN1600 (not supported per KB).
Improvement
Provided malformed URL using HTTPS for local admin access, which is incorrect — local access uses HTTP only.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
— — Resolved
- Call Outcome: Escalated to advanced tier; callback scheduled in 3–4 hours.
- Current Status: Resolved
— — Resolved
- Call Outcome: Escalated to Level 2 technical team; callback promised within 2–3 hours.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-03 22:03:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-03 23:12:17', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-03 23:12:30', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '* Claimed the case from CAT queue'}, {'timestamp': '2026-06-03 23:12:36', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-04 00:24:58', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'processed call back case number: TE00132129 phone number : [REDACTED_PHONE] ext : 10069 Case: DETAILED DESCRIPTION OF THE ISSUE: Unable to access UI TROUBLESHOOTING: Specific Step-by-Step procedures taken with Customer: USE DETAIL. - Callback process 8:05 AM MNLA - Dialed [REDACTED_PHONE] - I was able to talk with the client - Mention the reason of calling and verified concern - As per the client he was unable to access the WebUI - His reason of access the webUI is he needs to separate the 2.4 a...'}, {'timestamp': '2026-06-04 00:44:57', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "Hello, Charles, Thank you for reaching out to us! I understand you're experiencing some issues with your Linksys device. You may try accessing the router using the steps below. However, before doing so, please make sure to first check the IP address of your computer. To check your computer’s IP address, please follow these steps: For Windows computer: 1. Open the Start menu and select Settings. 2. Click Network & internet.Select Wi-Fi or Ethernet, then click Properties. Your...."}, {'timestamp': '2026-06-04 00:45:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
— — Resolved
- Call Outcome: Escalated to Level 2; callback scheduled within 2‑3 hours.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-05 22:10:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-05 22:37:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'reviewing the ticket.'}, {'timestamp': '2026-06-05 22:37:17', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-05 22:37:18', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-05 22:51:19', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00132487 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer I spoke steph. but he would like to talk to dave [REDACTED_PHONE] end the call'}, {'timestamp': '2026-06-05 23:09:30', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00132487 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer. I spoke to Switch > Ok Modem >>>> Switch >>>> Parent node >>> Ok Accessing the UI : [REDACTED_PHONE] > Ok Access v...'}, {'timestamp': '2026-06-05 23:09:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
Coach Appendix
Weekly pattern unavailable.
Focus points: Improve protocol adherence and accuracy in troubleshooting steps.; Reduce abandoned or vague call resolutions.; Enhance technical guidance for mesh and router compatibility.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131603 | 2026-06-01 14:21:25+00:00 | 1.00 | INBOUND | EA7300 | SETUP | not_fixed |
| #LTS00131615 | 2026-06-01 14:56:51+00:00 | 1.40 | INBOUND | EA7500 | SETUP | Advised customer to replace the router due to alleged Wi-Fi incompatibility and expired warranty, without offering self-help resources or valid troubleshooting. |
| #LTS00131627 | 2026-06-01 15:30:35+00:00 | 1.80 | INBOUND | E1200 | ACCESS | Advised customer to consider upgrading to a newer router; no further action taken. |
| #LTS00131641 | 2026-06-01 16:52:20+00:00 | 2.80 | INBOUND | EA8300 | ACCESS | Sent email with general instructions for accessing the router interface after customer declined paid support. |
| #LTS00131649 | 2026-06-01 17:21:53+00:00 | 3.80 | INBOUND | MR8300 | CONFIGURATION | Agent will email detailed steps to separate the 2.4 GHz band. |
| #LTS00035215 | 2026-06-01 19:03:01+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Customer ended call due to poor audio and requested to call back; no troubleshooting steps completed, no callback scheduled, no next step provided. |
| #LTS00035215 | 2026-06-01 19:06:36+00:00 | 1.80 | INBOUND | MX2000 | SETUP | None – call ended without addressing any issue. |
| #LTS00035215 | 2026-06-01 19:10:06+00:00 | 1.10 | INBOUND | MX2000 | SETUP | Agent incorrectly told the customer the mesh was already configured; no troubleshooting was performed per KB guidance. |
| #LTS00131680 | 2026-06-01 19:26:03+00:00 | 2.80 | INBOUND | MR7500 | CONNECTIVITY | Customer declined paid support and will contact ISP for further assistance. |
| #GI00131685 | 2026-06-01 20:02:19+00:00 | 3.90 | INBOUND | — | GENERAL INQUIRY | Customer to select and purchase either MBE7000 or MX6200 based on stock availability. |
| #LTS00131696 | 2026-06-01 20:30:29+00:00 | 1.10 | INBOUND | LRT224 | NO TROUBLESHOOTING NEEDED | Directed customer to invalid support URL; no technical fix or valid self-help path provided. |
| #LTS00131701 | 2026-06-01 20:41:46+00:00 | 2.80 | INBOUND | MX8500 | ACCESS | Customer changed Wi-Fi password in the router UI. Agent advised re-entering the new password on all devices. Paid support offered for future assistance. No verification of success or additional troubleshooting performed. |
| #LTS00131707 | 2026-06-01 21:12:17+00:00 | 1.80 | INBOUND | E5400 | SETUP | Agent offered $15 paid support or email assistance; suggested purchasing a newer router. No configuration steps provided. |
| #LTS00131710 | 2026-06-01 21:29:59+00:00 | 2.80 | INBOUND | E1200 | CONNECTIVITY | Advised customer to purchase a newer router; no technical fix or self-help guidance provided. |
| #LTS00013482 | 2026-06-01 23:01:29+00:00 | 1.80 | INBOUND | WHW01 | CONNECTIVITY | None – call ended without action. |
| #LTS00131825 | 2026-06-02 14:55:45+00:00 | 1.60 | INBOUND | E5400 | SETUP | Agent will email the customer generic troubleshooting steps; no live fix performed. |
| #LTS00131845 | 2026-06-02 15:46:41+00:00 | 1.60 | INBOUND | MX4200 | ACCESS | Advised to use router password for local access; offered $15 paid-support session or free email assistance; no specific email-change steps provided. |
| #LTS00013482 | 2026-06-02 17:07:48+00:00 | 1.40 | INBOUND | WHW01 | CONNECTIVITY | None provided; call ended with invalid transfer script and no follow-up path. |
| #LTS00131860 | 2026-06-02 18:06:20+00:00 | 1.80 | INBOUND | MR20EC | SETUP | Agent promised to email a receipt request; no technical fix or self-help guidance provided. |
| #LTS00131891 | 2026-06-02 19:28:06+00:00 | 1.30 | INBOUND | EA7500 | ACCESS | Advised customer to purchase a new Wi-Fi 6 or Wi-Fi 7 router. |
| #GI00131894 | 2026-06-02 19:45:18+00:00 | 1.80 | INBOUND | — | GENERAL INQUIRY | No resolution; no transfer or guidance provided. |
| #GI00129451 | 2026-06-02 20:06:23+00:00 | 1.80 | INBOUND | LN1600 | CONNECTIVITY | Escalated to advanced tier; callback scheduled in 3–4 hours. |
| #LTS00131912 | 2026-06-02 21:02:41+00:00 | 3.20 | INBOUND | WHW03 | ACCESS | Agent will send an email with step-by-step instructions for logging into the router and resetting the password. |
| #GI00131920 | 2026-06-02 21:30:42+00:00 | 2.90 | OUTBOUND | — | CONNECTIVITY | Add two compatible child nodes and place one inside the main house and one in the pool house, ensuring open space and ~50 ft spacing. |
| #GI00129451 | 2026-06-02 23:07:48+00:00 | 1.80 | OUTBOUND | LN1600 | GENERAL INQUIRY | Informed customer WHW03 cannot mesh with LN1600; suggested limited wired use with incorrect technical requirements. |
| #LTS00132038 | 2026-06-03 15:35:44+00:00 | 2.80 | INBOUND | EA7300 | CONNECTIVITY | Advised customer to consider paid support ($15) or replace the out‑of‑warranty EA7300 with a newer model. |
| #LTS00132066 | 2026-06-03 17:04:06+00:00 | 2.80 | INBOUND | MR9600 | CONNECTIVITY | Agent will send a self‑help email with troubleshooting steps. |
| #TE00132129 | 2026-06-03 21:38:26+00:00 | 1.80 | INBOUND | WHW03 | ACCESS | Escalated to Level 2 technical team; callback promised within 2–3 hours. |
| #LTS00132278 | 2026-06-04 16:59:38+00:00 | 2.80 | INBOUND | E5350 | ACCESS | Sent email with password‑reset guide. |
| #LTS00132323 | 2026-06-04 21:35:30+00:00 | 2.80 | INBOUND | EA8100 | ACCESS | Agent will email password-reset instructions to the customer. |
| #LTS00132426 | 2026-06-05 15:54:33+00:00 | 2.80 | INBOUND | MX8500 | ACCESS | Use the LAN Ethernet port for the child node and log out/in of the app; monitor if the node now reports wired status, otherwise call back. |
| #LTS00131955 | 2026-06-05 19:58:49+00:00 | 3.00 | INBOUND | E1200 | CONNECTIVITY | Agent will send an email with generic troubleshooting instructions for the E1200. |
| #LTS00131955 | 2026-06-05 20:09:07+00:00 | 2.80 | INBOUND | E1200 | CONNECTIVITY | Email resent; customer instructed to check inbox/spam. No confirmation step or follow-up scheduled. |
| #LTS00132470 | 2026-06-05 20:11:15+00:00 | 2.80 | INBOUND | MR7350 | SETUP | Agent will send an email with detailed troubleshooting steps. |
| #LTS00132480 | 2026-06-05 21:16:41+00:00 | 2.80 | INBOUND | WHW01 | SETUP | Sent email with step-by-step troubleshooting guide. |
| #TE00132487 | 2026-06-05 21:47:35+00:00 | 2.60 | INBOUND | MX5300 | ACCESS | Escalated to Level 2; callback scheduled within 2‑3 hours. |