dorothybelle.oraiz@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Calls Handled	Avg Handle Time	Top Product	Top Problem	Cases Documented	Cases Escalated
22	21m 26s	WHW03	CONNECTIVITY	22	1

Work Mix Lens

Frontline-heavy week: 25 LTS queue calls vs 1 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	22
Protocol	1.70	22
Communication	2.10	22
Overall	2.40	22

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
MX	7	49m 40s	2.27	2.57	1.57	1.86	Outlier: 2.7x weekly median handle time
WHW	6	36m 30s	3.00	2.00	1.83	2.50	Outlier: 2.0x weekly median handle time
MBE	1	21m 47s	2.80	2.00	2.00	2.00
MR	4	14m 38s	1.70	1.50	1.25	2.00
E	2	7m 30s	2.25	3.00	1.50	2.00
EA	6	6m 30s	2.55	3.50	1.83	1.83

Key Observations

MX is the slowest family at 49m 40s; outlier: 2.7x weekly median handle time.
WHW is the slowest family at 36m 30s; outlier: 2.0x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	13	27m 0s	2.30	2.30	1.60	2.10	✓
SETUP	7	20m 29s	2.30	2.70	1.90	2.00	✓
ACCESS	2	78m 7s	1.30	1.00	1.50	2.00	✓

Week-over-Week Movement

Protocol moved down 0.17 vs. last week.
Average handle time moved up by 11m 40s.
Family swing: WHW handle time moved up by 24m 44s vs. last week.
Family swing: MR handle time moved up by 5m 25s vs. last week.
Family swing: EA handle time moved down by 3m 37s vs. last week.

What Went Well

Accurate model identification and LED interpretation

Agent correctly identified MX4200 and interpreted solid blue LEDs as normal operation.

#LTS00117148

Professional tone and closure hygiene

Maintained polite tone and provided clear next steps (emailing setup instructions) despite unresolved issues.

#LTS00084720

Growth Opportunities

Correct reset and pairing procedures for Velop (WHW/MX) models

What better looks like: Use 10-second reset (not 20) and avoid 5-press pairing; verify model before instructions.

#LTS00117148 | #LTS00130802

Verify warranty status before paid support offers

What better looks like: Confirm eligibility via serial number lookup before charging; provide free self-help paths first.

#LTS00130795 | #LTS00131165

Next Week's Focus

Confirm product model and warranty status before any troubleshooting or paid support offer.
Use model-specific reset durations: 10s for Velop (WHW/MX), 20s only for MR/E-series.
Avoid 5-press pairing on WHW/MX/MR devices; use app/web UI for setup.
Validate LED states against KB before concluding resolutions (e.g., solid white = connected).

Technical Accuracy

Improvement

Agent used 5-press pairing method on MBE7000, contradicted by KB for Velop nodes.

#LTS00117148

Improvement

Incorrect reset duration (20s vs KB-recommended 10–15s) for WHW03.

#LTS00130802

Improvement

Misstated solid green LED as connected (KB: solid white = connected for Velop).

#LTS00081570

Strength

Guided successful reset and re-pairing of Velop nodes to solid white LEDs.

#LTS00117148

Coaching Moments

Improvement

Provided incorrect pairing method for MX8500 (not supported).

"Status: Callback -> Resolved"

#LTS00131133

Improvement

Incorrect registration URL 'register.Linxies.com' (phishing risk).

"Please register at register.Linxies.com"

#LTS00131165

Escalation Lessons: What L2 Did

#TE00131348 — Resolved by Level 2

What L1 saw: Customer unable to access website via MX4200 mesh; works via ISP router.
Why it escalated: Intermittent hangs/slow loads and access issues unresolved by L1.
What L2 did:

1. Verified WAN cable and modem connectivity.

2. Performed 10s factory reset (correct duration).

3. Guided app-based re-pairing and SSID/password reconfiguration.

4. Validated solid blue LEDs and functional internet access.

Current state: Resolved.
L1 learning points:

1. Use 10s reset for Velop; avoid 5-press pairing.

2. Test internet access post-reset before closing.

3. Document WAN status and LED states in case notes.

Coach Appendix

Top trend: Inconsistent reset/pairing procedures for Velop models driving prolonged handle times and unresolved issues.
Recurring pattern: Premature paid support offers without basic troubleshooting or warranty verification.
Key evidence: 4 calls with incorrect 5-press pairing/reset durations; 3 calls with unpaid support pushes before diagnostics.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00107115	2026-05-25 16:53:27+00:00	3.00	INBOUND	MR8300	CONNECTIVITY	Agent advised customer to contact Roku support due to device being third-party; no further Linksys troubleshooting or self-help path offered.
#LTS00117148	2026-05-25 21:25:55+00:00	2.80	INBOUND	MBE7000	CONNECTIVITY	Nodes are now solid white and functioning; customer advised to return them to original locations and monitor for stability.
#LTS00130795	2026-05-25 23:16:53+00:00	3.00	INBOUND	WHW03	CONNECTIVITY	Wi-Fi restored for most devices; thermostat still needs a hard reset or manufacturer assistance.
#LTS00130802	2026-05-26 00:17:23+00:00	3.00	INBOUND	WHW03	CONNECTIVITY	Internet restored; mesh network operational.
#LTS00130966	2026-05-26 21:42:33+00:00	3.00	INBOUND	E5400	CONNECTIVITY	Offered paid‑support due to out‑of‑warranty status; customer declined.
#LTS00084720	2026-05-26 22:00:59+00:00	3.00	INBOUND	WHW03	SETUP	Agent will email the customer a link to the appropriate setup guide.
#LTS00081570	2026-05-27 13:35:06+00:00	3.00	INBOUND	WHW03	CONNECTIVITY	Node added successfully; customer can place it in its intended location. Follow-up recommended to verify functional connectivity.
#LTS00131113	2026-05-27 22:35:00+00:00	1.00	INBOUND	EA6400	CONNECTIVITY	No actionable steps were provided; agent offered paid support only.
#LTS00131113	2026-05-27 22:38:31+00:00	3.00	INBOUND	EA6400	CONNECTIVITY	Agent promised to call back but did not establish a process, timing, or ownership for follow-up.
#LTS00131113	2026-05-27 22:46:13+00:00	3.00	OUTBOUND	EA6400	CONNECTIVITY	Request serial number and ask the customer to call back for further assistance.
#LTS00131131	2026-05-28 00:08:38+00:00	3.00	INBOUND	MX4200	CONNECTIVITY	Customer declined paid support; no further action or self-help path provided.
#LTS00131133	2026-05-28 00:08:54+00:00	1.10	INBOUND	MX8500	SETUP	No resolution achieved. Customer disconnected without clear next step. Recommend Tier-2 escalation with correct reset procedure (10-second hold) and topology review.
#LTS00131133	2026-05-28 01:33:51+00:00	3.00	OUTBOUND	MX8500	SETUP	Router appears online and new SSID/password have been applied; advise customer to verify connectivity on a device.
#LTS00131157	2026-05-28 02:15:31+00:00	3.00	INBOUND	EA8300	ACCESS	Agent will email step-by-step instructions for re-adding the router to the Linksys app. No in-call resolution achieved.
#LTS00131165	2026-05-28 02:36:02+00:00	1.60	INBOUND	MR6350	SETUP	Agent will email setup instructions and schedule a follow-up call.
#LTS00131165	2026-05-28 02:53:19+00:00	1.10	INBOUND	MR6350	SETUP	No technical resolution achieved. Agent only requested receipt submission for warranty processing. Customer still cannot access router UI. Correct default credentials, access method (wired vs wireless), and setup flow must be provided.
#LTS00131317	2026-05-28 21:06:30+00:00	3.00	INBOUND	WHW01	SETUP	All nodes reported solid blue; customer instructed to relocate nodes one at a time and verify in app after firmware update completes.
#LTS00131339	2026-05-28 22:27:45+00:00	3.00	INBOUND	EA9500	CONNECTIVITY	Agent advised replacing the router. No troubleshooting, escalation, or self-help resources were provided.
#LTS00131344	2026-05-28 22:40:49+00:00	2.30	INBOUND	EA7500	ACCESS	Agent promised to email password-retrieval instructions, but no email address was collected. Customer left without a confirmed resolution or actionable alternative.
#TE00131348	2026-05-28 23:02:10+00:00	1.40	INBOUND	MX4200	ACCESS	Escalated to Level-2 technician for further analysis.
#LTS00076343	2026-05-28 23:52:13+00:00	1.10	INBOUND	MR5500	CONNECTIVITY	not_applicable
#LTS00131486	2026-05-29 20:48:20+00:00	3.00	INBOUND	WHW03	SETUP	Agent will email detailed setup instructions; customer may purchase paid support if needed.
#LTS00131514	2026-05-29 23:22:01+00:00	3.40	INBOUND	MX4200	SETUP	Mesh network fully operational; Wi‑Fi configured; no further action required.
#LTS00131512	2026-05-29 23:23:11+00:00	3.00	INBOUND	MX2000	SETUP	Agent promised to email generic setup instructions; no troubleshooting performed or confirmed fix.
#LTS00131516	2026-05-30 00:18:29+00:00	1.50	INBOUND	E2500	CONNECTIVITY	Agent promised to email instructions; no troubleshooting completed or validated.
#LTS00081622	2026-05-30 01:04:21+00:00	1.00	INBOUND	MX2000	SETUP	No resolution achieved; call ended without a fix.