albertdominic.roa@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Escalation-heavy week: 5 TE-owned calls vs 3 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 93m 39s; outlier: 6.4x weekly median handle time.
• MX is one of the slowest families at 18m 52s.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.33 vs. last week.
• Protocol moved up 0.17 vs. last week.
• Communication moved down 0.39 vs. last week.
• Average handle time moved up by 8m 20s.

What Went Well

1. Effective email delivery resolution

> "Okay, there you go. So I just, um, resize it again for雷. Mm-hmm. Since you have an active mobile day refund."

#RR00098345

Persisted until email delivery was confirmed after instructing the customer to close/reopen their email client.

1. Persistence in troubleshooting mesh nodes

> "Let me just create a record for this. May I ask the model number and serial number of your parent node? What's the color of the light of the Parent Node mode?"

#LTS00131508

Guided the customer through 5-press pairing and device list verification, restoring two nodes despite initial challenges.

Growth Opportunities

1. Premature escalation without troubleshooting

> "Your call has been routed to customer service due to the volume of calls from our level 2. I believe you're, you're, you're trying to reach the, um, uh, level 2 technical team, right?"

#TE00130897

Next step: Always verify product model/serial, perform basic triage (reset, power cycle), and document steps before escalating. Use KB-guided troubleshooting for red-light mesh nodes.

1. Incorrect technical guidance and protocol violations

> "Attempted to access router UI via invalid IP addresses (192.PeriodSources, [REDACTED_PHONE])"

#LTS00090234

Next step: Use only validated IPs (myrouter.local or 192.168.1.1). Avoid fabricating addresses. Confirm warranty status and perform factory resets per KB before escalating.

Next Week's Focus

1. Collect device details upfront: Always confirm model, serial number, and warranty status before proceeding.
2. Execute basic triage for red-light nodes: Power cycle, reset, and verify LED behavior using the 5-press method for Velop/Cognitive Mesh.
3. Document every step: Note troubleshooting actions, customer responses, and outcomes in HappyFox to enable smoother L2 handoffs.
4. Refine communication: Use clear, empathetic language—especially when explaining escalation delays or policy constraints.

Technical Accuracy

Improvement

Falsely claimed email change was already completed without system verification or customer confirmation. Repeated new email address incorrectly, risking incorrect update. Failed to perform identity verification before accessing/modifying account details.

#TE00122564

Improvement

Provided fabricated IP address '192.PeriodSources' which is invalid and contradicts KB guidance. Suggested [REDACTED_PHONE] as router access point, not standard Linksys IP. Failed to perform factory reset despite KB guidance for unresponsive routers.

#LTS00090234

Improvement

Failed to collect device details, perform troubleshooting for red-light mesh node, or offer self-help guidance. Premature escalation with vague callback promise despite customer urgency.

#TE00059604

Strength

Effective resolution of email delivery issue through persistence and correct troubleshooting steps.

#RR00098345

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00122564 — Resolved by Level 2

• What L1 saw: Customer requested email change on Linksys account; L1 falsely claimed it was already completed without verification.
• Why it escalated: Incorrect closure and miscommunication left the customer unable to log in.
• What L2 did: Verified account details, confirmed no prior email change, and guided the customer through password reset and email update via secure methods.
• Current state: Resolved after L2 intervention.
• L1 learning points:

1. Always verify account changes in the system before confirming to the customer.

2. Use secure, validated methods for email updates (e.g., password reset links).

3. Perform identity verification before modifying account details.

#TE00130897 — Resolved by Level 2

• What L1 saw: Customer couldn’t access MR2000 after enabling bridge mode; solid purple LED.
• Why it escalated: No troubleshooting performed; L1 placed customer on hold without explanation.
• What L2 did: Remotely accessed the router, performed factory reset, and reconfigured settings. Confirmed internet connectivity post-reset.
• Current state: Resolved.
• L1 learning points:

1. For purple LED, follow KB steps: factory reset (hold reset button 10–15 seconds), then reconfigure.

2. Avoid unexplained holds—use hold music and return prompts.

3. Document all actions in HappyFox for L2 continuity.

#TE00131346 — Resolved by Level 2

• What L1 saw: Customer mentioned ticket number but did not describe an issue.
• Why it escalated: L1 failed to identify the problem or collect device details.
• What L2 did: Reviewed ticket history, identified unresolved connectivity issue, and scheduled callback to troubleshoot.
• Current state: Resolved after L2 triage.
• L1 learning points:

1. Always clarify the customer’s issue—even if a ticket number is provided.

2. Collect model, serial, and symptom details to enable effective troubleshooting.

3. Never close a call without confirming next steps or scheduling follow-up.

Coach Appendix

Highest-signal trend: High escalation volume correlates with insufficient frontline triage—focus on structured troubleshooting (model/serial verification, basic resets) to reduce escalations. Key gaps in protocol adherence (e.g., invalid IPs, premature escalation) impact resolution quality. Prioritize documentation and KB alignment in upcoming coaching sessions.

This Week's Calls