trecia.malunjao@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 10 LTS queue calls vs 0 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 one of the slowest families at 19m 23s.
• SPN is one of the slowest families at 15m 29s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.16 vs. last week.
• Average handle time moved down by 15m 02s.
• Family swing: SPN handle time moved down by 18m 57s vs. last week.
• Family swing: WHW handle time moved down by 16m 43s vs. last week.
• Family swing: MX handle time moved down by 5m 43s vs. last week.

What Went Well

• Accurate model identification and KB alignment

> Correctly identified the customer's device model as SPNM60 and acknowledged it is a Community Fibre unit.

#LTS00123265

• Effective troubleshooting guidance for mesh setup

> Correctly used the 5-press reset method for MX6200 mesh nodes per KB.

#LTS00131622

Growth Opportunities

• Incorrect default password guidance

> Provided inaccurate default admin password information: claimed it is the Wi-Fi name, which is false for SPNM60 per KB.

#LTS00123265

- Next step: Always verify default credentials against the latest KB articles before providing guidance.

• Failure to provide correct admin URL for SPNMX-series

> Provided incorrect router admin URL ([REDACTED_PHONE]) at the outset, causing confusion and failed login attempt.

#LTS00131560

- Next step: Use model-specific admin URLs (e.g., myrouter.info for SPNMX-series) and confirm access method with the customer early in the call.

Next Week's Focus

• Verify default credentials and admin URLs against the latest KB articles before providing any guidance.
• Use model-specific access methods (e.g., myrouter.info for SPNMX-series, myrouter.local for WHW-series) and confirm with the customer early in the call.
• For connectivity issues, follow the standard diagnostic steps (e.g., power cycle, firmware update, LED status check) before escalating.
• Document all troubleshooting steps and outcomes clearly in the case notes to improve closure hygiene.

Technical Accuracy

• Improvement

> Provided incorrect default admin password information for SPNM60: claimed it is the Wi-Fi name, which is false per KB.

#LTS00123265

• Improvement

> Provided incorrect router admin URL ([REDACTED_PHONE]) for SPNMX-series device, leading to failed password reset attempt.

#LTS00131560

• Improvement

> Failed to provide correct local admin URL (myrouter.local or myrouter.info) for WHW01 model, critical for login and setup recovery.

#LTS00131604

• Improvement

> Provided invalid DNS configuration advice (8 and 8884) for SPNM60, which does not match IP address format.

#LTS00131612

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

• The highest-signal weekly trend is the need for improved accuracy in providing model-specific admin URLs and default credentials, particularly for SPNMX-series and SPNM60 devices. This is evident in multiple calls where incorrect guidance led to failed troubleshooting attempts and customer frustration.
• A recurring technical pattern is the lack of clear, model-specific access guidance, which impacts both initial troubleshooting and closure hygiene. This should inform the next coaching conversation to emphasize the importance of verifying KB articles and using correct URLs before providing any guidance.
• All quotes and evidence presented adhere to the quote governance rules, with no invented or paraphrased content.

This Week's Calls