johnclark.labadan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Escalation-heavy week: 10 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

• LN is the slowest family at 69m 55s; outlier: 4.6x weekly median handle time.
• WHW is the slowest family at 50m 11s; outlier: 3.3x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.92 vs. last week.
• Protocol moved down 0.25 vs. last week.
• Communication moved up 0.17 vs. last week.
• Average handle time moved down by 23m 47s.
• Family swing: MR handle time moved down by 46m 44s vs. last week.
• Family swing: MX handle time moved down by 20m 07s vs. last week.

What Went Well

• Accurate mesh recovery guidance

> "Guided customer to press the parent router’s reset button five times consecutively to initiate discovery mode (5-press method)."

#TE00122939

• Remote session persistence

> "Persisted through a remote session and eventually resolved the connectivity issue."

#TE00123101

Growth Opportunities

• Technical accuracy in LED interpretation

> "Provided incorrect default admin password ('admin admin') and mentioned non-existent LED color (magenta/pink)."

#TE00122939

Next step: Confirm default credentials per KB and use only documented LED states.

• Verification before escalation

> "Failed to verify internet connectivity post-reset or guide through factory reset procedure."

#LTS00131220

Next step: Always validate WAN connectivity and follow documented reset durations.

Next Week's Focus

• Practice LED state verification for Velop devices using only documented colors.
• Implement pre-escalation checks: WAN cable integrity, modem handshake, and factory reset confirmation.
• Standardize post-reset connectivity tests (speed test, DNS resolution) before closing cases.

Technical Accuracy

Improvement

Agent provided incorrect default admin password ('admin admin') instead of 'admin' as per KB.

#TE00122939 — Ensure default credentials match KB and avoid guesswork.

Improvement

Agent incorrectly identified LED color as magenta/pink, which is not documented for Velop devices.

#TE00122939 — Reference only documented LED states (solid blue/purple/white/red).

Improvement

Agent did not perform basic troubleshooting steps before suggesting paid support.

#LTS00131220 — Complete foundational checks before escalation.

Improvement

Agent incorrectly instructed 5-press pairing method for SPNM57 device, which is not supported per KB.

#TE00117836 — Use app-based setup or pair button for SPNM series.

Strength

Agent correctly applied 5-press reset method for Velop mesh pairing, aligning with KB guidance.

#TE00122939 — Continue using KB-aligned reset procedures.

Coaching Moments

• Improvement

> "Failed to verify the presence or functionality of the BT modem before advising connection."

#LTS00131050 — Always confirm modem status before guiding WAN setup.

• Improvement

> "Did not guide the customer through the initial setup process (e.g., connecting to temporary Wi-Fi, accessing http://myrouter.local)."

#LTS00131050 — Document and follow setup wizard steps for new installations.

Escalation Lessons: What L2 Did

#TE00122939 — Resolved by Level 2

• What L1 saw: All child nodes solid red, customer unable to connect devices.
• Why it escalated: Exceeded threshold for mesh recovery attempts.
• What L2 did: Verified modem connectivity, guided 5-press reset, confirmed node LEDs to solid green/blue, validated Wi‑Fi access.
• L1 learning points:

1. Confirm modem internet access before node troubleshooting.

2. Use 5-press method only for Velop/Cognitive Mesh; document LED changes.

3. Verify device connectivity via Wi‑Fi password test post-recovery.

#TE00130963 — Resolved by Level 2

• What L1 saw: Customer lacked a computer for troubleshooting; laptop had no internet.
• Why it escalated: No device available for diagnostic steps.
• What L2 did: Advised callback, collected payment for paid support, provided self-help resources.
• L1 learning points:

1. Always attempt mobile device troubleshooting if available.

2. Schedule concrete callback times and document escalation rationale.

3. Offer self-help KB links even when paid support is requested.

Coach Appendix

• Top trend: Escalation-heavy week with frequent mesh and connectivity issues; improve pre-escalation diagnostics to reduce L2 handoffs.
• Key pattern: Inconsistent LED identification and incomplete verification steps leading to unresolved cases. Focus on KB-aligned troubleshooting and post-reset validation.

This Week's Calls