eppie.lagumbay@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 18 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 34m 10s.
• MR is one of the slowest families at 32m 31s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.26 vs. last week.
• Accuracy moved down 0.53 vs. last week.
• Average handle time moved up by 1m 18s.
• Family swing: EA handle time moved up by 11m 51s vs. last week.
• Family swing: OTHER handle time moved down by 7m 14s vs. last week.
• Family swing: MX handle time moved up by 6m 24s vs. last week.

What Went Well

1. Effective mesh node recovery

> "Performed 5‑press pairing on the parent MX2000 router, waited for node to reach solid blue and verified online status in the app."

#LTS00063567

1. Accurate warranty verification

> "Collected serial number 20J10C69906414, confirmed warranty status via system lookup, and communicated clear support eligibility."

#LTS00131349

Growth Opportunities

1. Technical accuracy in troubleshooting guidance

> "Instructed a 20-second factory reset instead of the correct 10-second reset for Velop devices and used the 5-press pairing method, which is not applicable to Velop mesh systems."

#GI00127699

Next step: Always verify reset durations and pairing methods against KB before instructing customers.

1. Protocol adherence and case documentation

> "Accepted payment for remote configuration without confirming customer ability to complete setup on their device, then provided unsupported manual IP/DNS setup instructions."

#LTS00130982

Next step: Create a HappyFox case for every technical support request and document all actions taken.

Next Week's Focus

• Verify reset/procedure durations against KB before instructing customers (e.g., 10s vs. 20s resets).
• Confirm customer environment (e.g., ability to use laptop/iPad) before offering paid support or complex configurations.
• Create a case for every technical interaction to ensure continuity and accountability.
• Revisit CONNECTIVITY troubleshooting – add modem status checks and LED validation to standard flows.

Technical Accuracy

Improvement

"Provided incorrect reset duration (20 seconds) and incorrect 5-press pairing method for Velop mesh systems, leading to prolonged troubleshooting and escalation."

#GI00127699

Note: Velop requires 10-second resets and auto-pairing; 5-press method applies only to LN/MBE/Cognitive Mesh families.

Improvement

"Accepted payment for remote configuration without confirming customer ability to complete setup on their device, then provided unsupported manual IP/DNS setup instructions."

#LTS00130982

Note: EA series uses DHCP by default; manual IP/DNS setup is unnecessary and unsupported via phone.

Coaching Moments

Strength

"Accurately identified the MX2000 model and confirmed warranty coverage before proceeding with troubleshooting."

#LTS00063567

Note: Model/serial verification prevents misdirected support and builds trust.

Improvement

"Provided incorrect URLs (support.links.com, support.link-sys.com) and failed to verify router model before proceeding with setup guidance."

#LTS00130993

Note: Always use official Linksys URLs (support.linksys.com) and confirm product model with the customer.

Escalation Lessons: What L2 Did

#GI00127699 — Resolved by Level 2

• What L1 saw: Admin-login error (error 2298) on Velop mesh after incorrect reset/pairing attempts.
• Why it escalated: L1 provided invalid technical instructions (reset duration, pairing method, HTTPS access) and could not resolve the core issue.
• What L2 did:

- Validated correct 10-second reset procedure for Velop.

- Used vendor-specific diagnostic tools to isolate the admin-password corruption.

- Reflashed firmware to resolve the error 2298 and restored Wi‑Fi name/password functionality.

• Current state: Resolved – customer can now access admin UI and manage mesh settings.
• L1 learning points:

1. Always use 10-second resets for Velop devices (KB: velop_router_reset.md).

2. Avoid 5-press pairing on Velop – it’s reserved for LN/MBE families.

3. Differentiate between router admin password and Wi‑Fi password during troubleshooting.

Coach Appendix

• Top trend: Technical inaccuracies (reset durations, pairing methods, URLs) caused 4 of 5 unresolved calls. Focus on KB verification before customer guidance.
• Recurring pattern: Protocol gaps – 3 calls lacked HappyFox case documentation despite technical support requests. Reinforce case creation as a mandatory first step.
• Key evidence: Calls #GI00127699, #LTS00130982, and #LTS00131152 highlight gaps in accuracy and process adherence.

This Week's Calls