gerlie.miguello@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 30 LTS queue calls vs 4 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

• MBE is the slowest family at 39m 12s; outlier: 2.6x weekly median handle time.
• WHW is the slowest family at 32m 40s; outlier: 2.2x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.39 vs. last week.
• Accuracy moved down 0.32 vs. last week.
• Average handle time moved down by 1m 54s.
• Family swing: EA handle time moved down by 14m 45s vs. last week.
• Family swing: WHW handle time moved down by 9m 57s vs. last week.
• Family swing: E handle time moved up by 7m 58s vs. last week.

What Went Well

1. Accurate model identification and compatibility guidance

> "MX6202 is compatible as both parent and child within the MX6200 series; MX6201 is ideal for single-node kits."

#GI00130856 — Clear product knowledge prevented customer from purchasing incompatible hardware.

1. Effective troubleshooting and resolution confirmation

> "Moved the MX6200 child node close to the parent, performed a 15-second reset, and re-paired via the app. Signal strength improved to -57 dBm with solid white LED."

#LTS00131212 — Structured mesh recovery restored connectivity.

1. Proactive self-help pathways

Agent consistently offered KB articles, reset guides, and callback options even for out-of-warranty devices, empowering customers to resolve issues independently where possible.

Growth Opportunities

1. Correct reset procedures and LED interpretations

> "Held the reset button for 15 seconds and expected a solid purple LED."

#LTS00131196 — SPNMX55GC requires a 10-second reset and shows solid blue/white when ready. Next step: Use KB-guaranteed reset durations and LED definitions for all device families.

1. Verify product model and warranty status before troubleshooting

> "Assumed the device was an MX2000 without confirming the serial number."

#TE00131428 — Missing model/warranty checks led to generic guidance. Next step: Always collect serial number, model, and warranty status upfront to tailor diagnostics.

Next Week's Focus

1. Standardize reset procedures: Memorize model-specific reset durations (e.g., 10s for SPN/MX, 15s for MBE) and validate LED states against KB.
2. Implement a warranty/model checklist: Add serial number, model, and warranty status capture to the opening script for every call.
3. Improve closure hygiene: Confirm resolution outcomes (e.g., “Can you see the Wi-Fi network now?”) before ending calls to reduce unresolved cases.
4. Prioritize CONNECTIVITY cases: Dedicate time to mastering WAN/dhcp/ISP handoff checks for the top problem category.

Technical Accuracy

Improvement

• Incorrect reset/LED guidance for SPNMX55GC

> “Hold reset for 15 seconds and wait for solid purple.”

Note: SPNMX55GC requires a 10-second reset; ready state is solid blue/white, not purple. This mismatch left the access issue unresolved.

#LTS00131196

Improvement

• Misidentified MX2000 model and unsafe firmware instructions

Note: Provided “join.zuho.com” URL and “admin/admin” credentials for MBE7000 flashing—violates security policy and KB guidelines.

#LTS00117507

Strength

• Accurate MX6200 mesh recovery

Note: Guided 15-second reset, app re-pairing, and confirmed -57 dBm signal with solid white LED—full alignment with KB.

#LTS00131212

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00130750 — Resolved by Level 2

• What L1 saw: No internet connection on MR20EC; customer wanted paid support but payment failed.
• Why it escalated: Payment processing failed; L1 could not proceed with paid support.
• Related call chain: Single call—customer initiated and L1 attempted paid support.
• What L2 did: Processed callback, attempted contact, left message, and resolved case after customer did not respond.
• Current state: Resolved.
• L1 learning points:

1. Verify payment method before offering paid support.

2. Offer self-help paths (e.g., KB articles) when payment fails.

3. Document payment failure clearly in case notes.

#TE00130829 — Resolved by Level 2

• What L1 saw: Child node lost connection on WHW03; L1 escalated after threshold.
• Why it escalated: Call reached escalation threshold.
• Related call chain: Single call—customer initiated and L1 escalated.
• What L2 did: Claimed ticket, processed callbacks, left messages, and resolved after customer did not respond.
• Current state: Resolved.
• L1 learning points:

1. Use structured troubleshooting before escalating (e.g., reset, move node closer).

2. Document all steps taken before escalation.

3. Offer self-help options to avoid escalation when possible.

#LTS00131009 — Resolved by Level 2

• What L1 saw: Cannot access UI on SPNMX42CF; advised ISP support.
• Why it escalated: L1 could not resolve UI access issue.
• Related call chain: Single call—customer initiated and L1 escalated.
• What L2 did: No L2 resolution steps available in snapshot.
• Current state: Resolved.
• L1 learning points:

1. Verify model and firmware before advising ISP.

2. Try basic UI access troubleshooting (clear cache, different browser).

3. Document all attempts before escalating.

#TE00131428 — Resolved by Level 2

• What L1 saw: Unable to add MX2000 node; solid red LED.
• Why it escalated: L1 could not add node after threshold.
• Related call chain: Multiple calls—customer called, L1 escalated, L2 callback scheduled.
• What L2 did: Claimed case, processed callback, spoke to customer who was not home, resolved.
• Current state: Resolved.
• L1 learning points:

1. Confirm node is in setup mode before adding.

2. Use 5-press pairing for MX series nodes.

3. Document LED states and troubleshooting steps before escalation.

Coach Appendix

• Highest-signal weekly trend: Lower accuracy scores driven by inconsistent model identification and warranty verification.
• Recurring pattern: Missing model/warranty checks before troubleshooting led to generic guidance and unresolved cases.
• Evidence: Calls [#TE00131428], [#LTS00131196], and [#TE00130750] all lacked serial number collection or warranty lookup before escalation.

This Week's Calls