jeraldjun.villanubos@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
30	21m 36s	MX6200	CONNECTIVITY	29	4

Work Mix Lens

Frontline-heavy week: 26 LTS queue calls vs 8 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	1.60	30
Protocol	1.50	30
Communication	2.10	30
Overall	2.20	30

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
WRT	2	40m 34s	1.50	1.00	1.50	2.00	Outlier: 2.5x weekly median handle time
MX	6	40m 9s	2.77	1.67	2.00	2.67	Outlier: 2.4x weekly median handle time
EA	10	18m 48s	1.81	1.60	1.40	1.80
WHW	7	16m 45s	2.45	1.83	1.33	2.00
MR	3	16m 16s	2.10	1.00	1.33	2.00
OTHER	3	13m 11s	1.23	1.00	1.33	1.67
E	1	11m 10s	2.10	1.00	3.00	3.00
RE	2	9m 50s	3.30	2.50	2.00	3.00

Key Observations

WRT is the slowest family at 40m 34s; outlier: 2.5x weekly median handle time.
MX is the slowest family at 40m 9s; outlier: 2.4x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	22	24m 16s	2.00	1.50	1.50	2.10	✓
SETUP	4	27m 4s	2.50	2.30	1.80	2.50
ACCESS	3	33m 5s	1.60	1.00	2.30	2.30	✓

Week-over-Week Movement

Overall moved down 0.24 vs. last week.
Accuracy moved down 0.72 vs. last week.
Protocol moved down 0.15 vs. last week.
Average handle time moved up by 2m 16s.
Family swing: WRT handle time moved up by 32m 23s vs. last week.
Family swing: WHW handle time moved up by 8m 52s vs. last week.
Family swing: MR handle time moved up by 5m 19s vs. last week.

What Went Well

Successfully guided customer through re-adding a mesh node via app and Ethernet connection [24:00–34:00].

#LTS00130740

Correctly identified that solid white LEDs on all nodes confirmed successful pairing for MX6200.

#LTS00131069

Growth Opportunities

Provided incorrect reset duration (20 seconds) — contradicts KB standard 10–15 seconds for Velop nodes [20:00].

#LTS00130740 #TE00130963

Offered $15 paid support without performing basic troubleshooting (e.g., power cycle, WAN check).

#LTS00130761 #LTS00131049

Next Week's Focus

Verify reset procedures against KB before instructing customers (especially for Velop nodes).
Complete basic troubleshooting (power cycle, WAN check) before offering paid support.
Ensure warranty verification and case documentation for all supported devices.
Practice clear closure hygiene: confirm resolution, schedule follow-ups if needed.

Technical Accuracy

Improvement

Agent instructed 20-second reset for Velop nodes, which contradicts KB guidance of 10–15 seconds.

#LTS00130740

Improvement

Agent provided materially incorrect advice on Wi-Fi security modes, limiting customer's configuration options.

#LTS00131049

Strength

Agent effectively guided customer through mesh node re-addition, demonstrating strong technical troubleshooting.

#LTS00130740

Improvement

Agent gave incorrect router IP, leading to failed login and configuration attempts.

#LTS00130891

Improvement

Agent provided false information about driver availability, leaving customer without resolution.

#LTS00130791

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00130963 — Resolved by Level 2

What L1 saw: Customer reported selective connectivity issue — specific applications (Walmart, Amazon) and Roku TV were unable to access the internet while other apps worked normally.
Why it escalated: L1 failed to perform meaningful troubleshooting and escalated after multiple failed attempts.
Related call chain: This was a repeat contact; previous L1 agent abandoned the case with vague next steps.
What L2 did: L2 conducted advanced troubleshooting, identified firmware re-flash as needed, and coordinated with ISP for callback.
Current state: Resolved after firmware update and ISP coordination.
L1 learning points: Collect model/serial/firmware/topology details, verify LED states, confirm modem/ISP handoff, document exact troubleshooting sequence, and attempt safe troubleshooting branches before escalation.

#TE00131114 — Resolved by Level 2

What L1 saw: LAPAC1750C (EOS) with no internet after power loss.
Why it escalated: L1 incorrectly claimed device was unsupported and escalated without troubleshooting.
Related call chain: First contact; no prior cases.
What L2 did: Verified EOS status, guided through power-cycle and LAN verification, and provided self-help resources.
Current state: Resolved via self-help after L2 guidance.
L1 learning points: Verify EOS status via internal tools, perform standard power-cycle and LAN checks, provide self-help KB links, and avoid premature escalation.

#TE00131111 — Resolved by Level 2

What L1 saw: EA9300 with no internet speed despite ISP confirmation.
Why it escalated: L1 provided incorrect support email and failed to verify WAN status.
Related call chain: Repeat contact; previous agent closed case incorrectly.
What L2 did: Conducted WAN diagnostics, verified modem status, and reconfigured router settings.
Current state: Resolved after WAN reconfiguration.
L1 learning points: Verify WAN connectivity, check modem status, use correct support emails, and document all troubleshooting steps.

#TE00131346 — Resolved by Level 2

What L1 saw: WRT3200ACM with no internet after modem replacement.
Why it escalated: L1 suggested MAC cloning (invalid) and collected PCI data incorrectly.
Related call chain: First contact.
What L2 did: Guided through proper WAN reconfiguration and factory reset.
Current state: Resolved after WAN reconfiguration.
L1 learning points: Avoid MAC cloning, follow PCI compliance, verify WAN settings, and use standard reset procedures.

Coach Appendix

The agent struggles with reset procedures and premature paid support offers, particularly on Velop and MX series devices. Focus on KB verification and completing basic troubleshooting before escalation or paid support.
Recurring issues include incorrect LED interpretation and incomplete case documentation. Prioritize warranty checks and clear closure steps.
Evidence above surfaces needs for refreshers on Velop/MX reset flows, WAN diagnostics, and PCI compliance.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130740	2026-05-25 15:40:52+00:00	3.00	INBOUND	WHW01	CONNECTIVITY	Node re-added as child and online with green LED; customer advised to monitor for 24–48 hours and call back if issues recur. No warranty check or replacement process initiated.
#LTS00130761	2026-05-25 18:46:17+00:00	1.30	INBOUND	VLP01	CONNECTIVITY	Offered to send a generic guide and suggested upgrading to a new router.
#LTS00130775	2026-05-25 20:23:48+00:00	3.60	INBOUND	RE7000	SETUP	Customer received the manual and can follow it to complete router setup independently.
#LTS00130791	2026-05-25 22:10:21+00:00	1.00	INBOUND	WUSB6300	CONNECTIVITY	Agent offered $15,000 paid support with no guarantee; refused supervisor; no valid resolution or next step provided.
#LTS00130796	2026-05-25 23:25:54+00:00	1.90	INBOUND	MR7500	SETUP	Wi-Fi settings updated via local admin page; warranty registration pending receipt submission via email.
#LTS00130883	2026-05-26 15:17:21+00:00	1.40	INBOUND	MR9000	CONNECTIVITY	Offered paid support; no actionable steps provided. Customer opted to replace router.
#LTS00130891	2026-05-26 15:44:15+00:00	3.00	INBOUND	EA7450	CONNECTIVITY	Agent will call the customer back to continue troubleshooting, but no immediate steps or self-help guidance were provided.
#LTS00130891	2026-05-26 15:49:20+00:00	1.40	OUTBOUND	EA7450	CONNECTIVITY	No technical fix achieved; customer advised to contact workplace IT department. No follow-up or self-help resources provided.
#LTS00130900	2026-05-26 16:40:30+00:00	2.80	INBOUND	MX6200	CONNECTIVITY	Main router and booster node are online; customer will place booster within 30 ft of main router.
#LTS00130929	2026-05-26 18:50:06+00:00	3.00	INBOUND	WHW01	CONNECTIVITY	Agent offered $15 paid support; customer declined and hung up. No resolution achieved.
#LTS00067289	2026-05-26 20:43:28+00:00	3.00	INBOUND	MR7350	CONNECTIVITY	Customer to attempt steps in emailed guide; may call back if unsuccessful.
#LTS00130971	2026-05-26 22:09:29+00:00	1.80	INBOUND	EA6300	CONNECTIVITY	Advised customer to buy a new router and offered assistance with setup.
#LTS00130973	2026-05-26 22:18:35+00:00	3.00	INBOUND	RE6400	CONNECTIVITY	Customer will attempt additional troubleshooting independently; no further action taken by agent.
#TE00130963	2026-05-26 22:35:03+00:00	3.00	INBOUND	EA7430	CONNECTIVITY	Offered paid‑hour support and a callback; no technical steps taken.
#TE00130963	2026-05-26 22:42:24+00:00	1.30	OUTBOUND	EA7430	CONNECTIVITY	No resolution achieved. Agent collected payment and ended call without confirming fix or providing a clear next step.
#TE00130963	2026-05-26 22:53:54+00:00	1.80	OUTBOUND	EA7430	CONNECTIVITY	Escalated to Level-2 support for firmware re-flash and advanced troubleshooting. Callback expected within 2–3 hours.
#LTS00131049	2026-05-27 15:15:53+00:00	2.10	INBOUND	E5400	ACCESS	Customer will contact Apple for further assistance; agent offered to call back if needed.
#LTS00131064	2026-05-27 18:01:45+00:00	1.60	INBOUND	WHW03	CONNECTIVITY	No resolution achieved. Customer was misinformed about modem requirements and received no actionable steps for mesh reconfiguration. No follow-up scheduled.
#LTS00131069	2026-05-27 18:43:48+00:00	4.20	INBOUND	MX6200	CONNECTIVITY	All child nodes are now solid white and fully paired; customer can relocate them as desired.
#LTS00131083	2026-05-27 19:18:31+00:00	2.70	INBOUND	WHW03	CONFIGURATION	No actionable steps provided for separating SSIDs. Suggested contacting ISP for mixed-network guidance, but no follow-up path established.
#LTS00131087	2026-05-27 20:11:33+00:00	1.40	INBOUND	EA9500	ACCESS	Agent quoted $15 paid-support fee; no technical fix or self-help path provided.
#LTS00131097	2026-05-27 20:36:27+00:00	3.00	INBOUND	MX8500	CONNECTIVITY	Internet restored after power-cycle; agent speculated on failed firmware update but provided no further action or documentation.
#LTS00131106	2026-05-27 21:34:21+00:00	3.00	INBOUND	WHW01	CONNECTIVITY	Agent will email a simplified setup guide for the Velop system.
#TE00131114	2026-05-27 22:36:52+00:00	1.40	INBOUND	LAPAC1750C	CONNECTIVITY	Escalated to Level 2 support; callback promised within 1‑3 hours.
#LTS00131116	2026-05-27 23:03:26+00:00	1.40	INBOUND	WHW03	CONNECTIVITY	Agent emailed a generic setup guide; customer to review and attempt the reset again. No confirmed fix.
#TE00131111	2026-05-27 23:20:57+00:00	1.60	INBOUND	EA9300	CONNECTIVITY	No resolution achieved; agent did not set follow-up, escalation, or self-help path.
#TE00131111	2026-05-27 23:59:10+00:00	1.00	INBOUND	EA9300	CONNECTIVITY	Call ended without resolution; agent directed to an incorrect website.
#TE00131111	2026-05-28 00:00:00+00:00	1.80	OUTBOUND	EA9300	CONNECTIVITY	Escalated to Level 2 support; provided customer phone number for follow‑up.
#LTS00131243	2026-05-28 15:33:09+00:00	—	INBOUND	WHW03	CONNECTIVITY	—
#LTS00131252	2026-05-28 15:59:40+00:00	1.80	INBOUND	MX8500	ACCESS	Admin page accessed after reset; 2.4 GHz SSID separated. Customer to test weather-station connectivity independently.
#LTS00131283	2026-05-28 18:03:04+00:00	1.40	INBOUND	WRT54GL	CONNECTIVITY	Agent will email a generic setup guide to young14life@gmail.com.
#LTS00051294	2026-05-28 18:35:13+00:00	1.80	INBOUND	MX8000	ACCESS	Customer will perform a full mesh reset and re-configure the network later.
#LTS00131259	2026-05-28 22:03:55+00:00	3.00	INBOUND	MX6200	SETUP	All nodes are now solid white; advise customer to place child nodes in desired locations and use the router-admin password for future logins.
#TE00131346	2026-05-28 22:51:36+00:00	1.60	INBOUND	WRT3200ACM	CONNECTIVITY	Escalated to Level-2 support; callback scheduled.