jorgenathaniel.amores@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
47	17m 5s	WHW03	CONNECTIVITY	47	4

Work Mix Lens

Frontline-heavy week: 44 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	2.10	47
Protocol	1.60	47
Communication	2.00	47
Overall	1.90	47

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
MX	15	34m 7s	1.86	2.07	1.60	2.00	Outlier: 2.4x weekly median handle time
MR	7	22m 40s	1.97	2.00	1.43	1.86	Outlier: 1.6x weekly median handle time
EA	6	17m 2s	2.45	2.67	1.67	1.67
WHW	11	15m 52s	1.71	1.55	1.18	1.91
WRT	3	14m 28s	2.50	1.33	1.67	2.00
LN	2	14m 5s	2.05	1.50	1.50	2.50
E	7	11m 9s	2.29	2.86	1.43	1.57
OTHER	1	9m 14s	3.00	1.00	2.00	1.00
RE	1	5m 35s	2.30	3.00	2.00	2.00

Key Observations

MX is the slowest family at 34m 7s; outlier: 2.4x weekly median handle time.
MR is the slowest family at 22m 40s; outlier: 1.6x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	18	18m 20s	1.80	2.00	1.60	2.00	✓
SETUP	12	16m 40s	2.00	2.20	1.70	2.10
ACCESS	8	15m 50s	2.10	2.50	1.80	2.10

Week-over-Week Movement

Accuracy moved up 0.31 vs. last week.
Communication moved down 0.24 vs. last week.
Family swing: OTHER handle time moved down by 23m 20s vs. last week.
Family swing: MX handle time moved up by 15m 37s vs. last week.
Family swing: WHW handle time moved down by 15m 28s vs. last week.

What Went Well

Effective use of remote access tools

> "Generating remote support session ID: 349059377 for Mac computer. Connecting now."

#LTS00067035

Customer-centric self-help approach

> "I can email detailed reset instructions if you prefer not to proceed with paid support."

#LTS00131094

Accurate root-cause identification

> "Express VPN app is causing the internet disconnection. Deleting it restored connectivity."

#LTS00128564

Growth Opportunities

Technical accuracy in troubleshooting guidance

> "Windows 11 CPU/disk usage commonly causes Wi‑Fi disconnections"

#LTS00130945

What better looks like: Reference KB articles (e.g., universal_wifi_drops_after_change.md) and verify WAN connectivity before blaming OS behavior.

Protocol adherence in case documentation

> "Escalated without case number, follow-up timeframe, or self-help path"

#TE00131295

What better looks like: Always create a HappyFox case, document next steps, and confirm customer understanding before ending calls.

Next Week's Focus

Verify WAN connectivity first for all CONNECTIVITY issues (modem lights, signal strength, ISP status).
Use model-specific reset durations: 10–15 seconds for Velop (MX/MR/WHW), not 30 seconds.
Document every call with a HappyFox case number and clear next steps.
Avoid unpaid support promises until warranty/status is confirmed.

Technical Accuracy

Improvement

"Directed customer to incorrect access methods for non-Linksys devices"

#TE00131348

Note: Applying Linksys-specific URLs (myrouter.local) to AT&T routers causes confusion. Use ISP-provided URLs or KB-guided steps.

Strength

"Accurate root-cause identification led to quick resolution without unnecessary router resets"

#LTS00128564

Note: Correctly identified third-party VPN as the source of disconnection, avoiding wasted time on router diagnostics.

Coaching Moments

No additional coaching moments extracted after technical review.

Escalation Lessons: What L2 Did

#TE00130794 — Resolved by Level 2

What L1 saw: MX2000 mesh nodes not pairing; solid magenta LED on primary node.
Why it escalated: L1 provided incorrect LED guidance and no concrete fix path.
What L2 did:

- Confirmed warranty coverage.

- Performed 10-second factory reset on each node.

- Used 5-press pairing method (valid for MX2000) and verified solid purple LED.

Current state: Resolved.
L1 learning points:

1. MX2000 LEDs are purple/white/red only—never magenta.

2. Always verify WAN connectivity before resets.

3. Use 10-second reset for Velop devices; 5-press pairing is model-specific.

#TE00131295 — Resolved by Level 2

What L1 saw: Blank screen when accessing router UI via [REDACTED_PHONE].
Why it escalated: L1 failed to correct IP address and skipped basic diagnostics.
What L2 did:

- Guided customer to use myrouter.local for MX6200.

- Verified firmware and performed soft reset.

Current state: Resolved.
L1 learning points:

1. MX6200 uses myrouter.local; [REDACTED_PHONE] is for older models.

2. Always check WAN status and LED behavior before troubleshooting UI access.

Coach Appendix

Top trend: MX and MR families drive prolonged handle times; focus on model-specific KB paths to reduce time.
Recurring issue: Inconsistent case documentation and vague closures in escalated cases.
Key evidence:

- 15 MX calls averaged 34m 07s handle time (2.4x median).

- 4 escalated cases lacked case numbers or follow-up paths.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130767	2026-05-25 19:26:17+00:00	1.60	INBOUND	MX5500	SETUP	Agent promised to email reset/setup instructions; no confirmation of delivery or follow-up timeline.
#LTS00130784	2026-05-25 21:24:03+00:00	1.50	INBOUND	WHW01	CONNECTIVITY	Agent will email factory-reset instructions; offered $15 advanced support if needed.
#TE00130794	2026-05-25 22:58:01+00:00	1.20	INBOUND	MX2000	CONNECTIVITY	Agent suggested possible hardware fault but provided no concrete fix, escalation, or replacement path. No self-help resources or KB articles provided.
#LTS00130924	2026-05-26 18:26:16+00:00	1.60	INBOUND	WHW03	SETUP	Email with instructions sent; customer to attempt steps and call back if needed.
#LTS00130936	2026-05-26 19:25:14+00:00	3.20	INBOUND	EA7500	ACCESS	Customer reported the Wi-Fi password now works after re-entering it, but no further validation was performed.
#LTS00130945	2026-05-26 19:48:31+00:00	1.10	INBOUND	MR9000	CONNECTIVITY	Agent promised to email step-by-step instructions, but no troubleshooting was performed during the call.
#LTS00067289	2026-05-26 21:33:55+00:00	1.10	INBOUND	MR7350	CONNECTIVITY	Customer advised to test other devices but received no clear instructions or follow-up plan.
#LTS00130939	2026-05-26 22:51:10+00:00	1.60	INBOUND	WHW01	ACCESS	Send factory‑reset and re‑setup instructions to customer email; customer to try and confirm.
#LTS00130983	2026-05-26 23:59:37+00:00	3.00	INBOUND	WHW03	SETUP	Agent promised email instructions (undeliverable due to incorrect address); no fix provided.
#LTS00124466	2026-05-27 00:21:30+00:00	1.20	INBOUND	EA6400	NO TROUBLESHOOTING NEEDED	Advised customer to buy a new router and test it for 30 days; no troubleshooting or self-help path provided.
#LTS00130984	2026-05-27 00:32:19+00:00	3.00	INBOUND	E5600	CONNECTIVITY	Agent will email step‑by‑step factory‑reset instructions; customer may request paid technical support if needed.
#LTS00130989	2026-05-27 01:00:16+00:00	1.80	INBOUND	WHW03	SETUP	Agent offered to email generic instructions and a paid-support option; no technical fix was applied or validated.
#LTS00056350	2026-05-27 01:14:18+00:00	2.00	INBOUND	MX5300	NO TROUBLESHOOTING NEEDED	No resolution achieved; no concrete next step provided.
#GI00130948	2026-05-27 18:08:19+00:00	1.10	INBOUND	—	SETUP	Agent stated router was working and implied the issue was with the customer's phone. No concrete next step, resource, or follow-up was provided.
#LTS00131080	2026-05-27 19:00:33+00:00	3.00	INBOUND	AO303	CONNECTIVITY	Customer declined paid support; no further action taken.
#LTS00131094	2026-05-27 20:26:32+00:00	2.30	INBOUND	RE6300	SETUP	Agent promised to email setup instructions (not confirmed).
#LTS00109388	2026-05-27 20:53:11+00:00	1.50	INBOUND	E7350	SETUP	Agent will email additional reset instructions; customer to attempt factory reset and set new admin password.
#LTS00131108	2026-05-27 21:44:21+00:00	3.10	INBOUND	EA9400	ACCESS	Agent will email the customer detailed instructions for performing a factory reset and reconfiguring the router.
#LTS00131117	2026-05-27 22:41:58+00:00	3.00	INBOUND	EA8300	SETUP	Router password set and admin UI accessible; customer can now manage Wi-Fi settings. Future mesh node setup can be addressed separately.
#LTS00039798	2026-05-27 23:39:03+00:00	3.00	INBOUND	MX6200	SETUP	None – call ended without resolution or a defined next-step plan.
#LTS00039798	2026-05-28 00:02:22+00:00	3.00	OUTBOUND	MX6200	SETUP	Customer to call back the next day with IT support for a three-way call; no scheduled time, case number, or documentation created.
#LTS00131137	2026-05-28 00:27:07+00:00	3.00	INBOUND	EA7450	SETUP	Send email with detailed factory-reset and router re-setup instructions; customer to attempt self-help.
#GI00130856	2026-05-28 01:07:51+00:00	1.50	INBOUND	MX6200	GENERAL INQUIRY	Customer decided to purchase MX6200 based on agent's recommendation, but no compatibility confirmation or correct information was provided.
#LTS00130980	2026-05-28 01:12:31+00:00	3.00	INBOUND	E7350	CONNECTIVITY	Agent will email factory-reset instructions; customer to perform reset and report back.
#LTS00131151	2026-05-28 01:28:49+00:00	3.00	INBOUND	WRT1200AC	CONNECTIVITY	Agent will email factory‑reset steps and suggest replacement if reset does not work.
#LTS00131158	2026-05-28 01:31:08+00:00	3.00	INBOUND	E1200	CONNECTIVITY	Suggest purchasing a new router; factory reset can be tried but not guaranteed to work. No instructions provided.
#LTS00131156	2026-05-28 02:02:31+00:00	1.80	INBOUND	WHW03	CONNECTIVITY	Agent sent email with generic setup instructions; no confirmed fix. Call ended with vague closure and no follow-up path established.
#LTS00103558	2026-05-28 02:44:33+00:00	3.00	INBOUND	MX6200	CONNECTIVITY	Customer instructed to call back using case number LTS00103558. No technical resolution confirmed during call.
#LTS00128564	2026-05-28 14:01:14+00:00	3.60	INBOUND	MR6350	NO TROUBLESHOOTING NEEDED	Customer deleted the Express VPN app; internet connection restored.
#LTS00125989	2026-05-28 16:30:52+00:00	3.00	INBOUND	MR6350	NO TROUBLESHOOTING NEEDED	Agent will send an email with web-UI setup instructions; customer may try another node as parent or consider replacement.
#LTS00131293	2026-05-28 18:30:03+00:00	3.00	INBOUND	LN1200	SETUP	Node appeared in app but technical success not fully verified. Recommend follow-up to confirm stable operation, proper node placement, and warranty/escalation if needed.
#LTS00131281	2026-05-28 18:39:53+00:00	1.70	INBOUND	MR7350	SETUP	Agent claimed an email with bridge-mode instructions would be sent, but no confirmation or actionable guidance was provided during the call.
#LTS00131294	2026-05-28 18:49:49+00:00	3.00	INBOUND	E1200	CONNECTIVITY	Advised customer to consider buying a newer Linksys router (MX6200, MX4200, or MX2000) with no follow-up resources or confirmation path.
#TE00131295	2026-05-28 18:56:20+00:00	1.10	INBOUND	MX6200	ACCESS	Vague escalation with no case number, follow-up timeframe, or self-help path provided.
#LTS00084720	2026-05-28 20:14:13+00:00	1.60	INBOUND	WHW03	SETUP	No fix was achieved. Recommend escalation to Tier-2 and arrange a callback with a senior technician. Provide KB link for full mesh rebuild.
#LTS00084720	2026-05-28 21:02:28+00:00	1.50	OUTBOUND	WHW03	SETUP	Agent recommended purchasing a new MX series router without providing technical resolution or self-help resources.
#LTS00131338	2026-05-28 22:20:14+00:00	1.10	INBOUND	WHW03	SETUP	None provided. Email with instructions was promised but not confirmed delivered.
#LTS00131341	2026-05-28 22:33:46+00:00	1.10	INBOUND	LN3101	CONNECTIVITY	Agent promised to email factory-reset instructions, but no real-time troubleshooting or resolution occurred.
#LTS00131354	2026-05-29 01:00:06+00:00	1.50	INBOUND	E2500	CONNECTIVITY	No action taken; call concluded without identifying an issue.
#LTS00131354	2026-05-29 01:15:10+00:00	1.00	INBOUND	E2500	CONNECTIVITY	Agent promised to email factory-reset instructions but provided incorrect email address and no validation of fix. No troubleshooting performed.
#LTS00131356	2026-05-29 01:33:37+00:00	3.00	INBOUND	WRT1900AC	CONNECTIVITY	Advise purchase of a new MX series router as the current unit is likely obsolete.
#LTS00131361	2026-05-29 02:14:05+00:00	1.20	INBOUND	EA6350	CONNECTIVITY	Email reset instructions; if issue remains, consider router replacement or ISP/modem diagnostics.
#LTS00067035	2026-05-29 19:27:46+00:00	1.00	OUTBOUND	WHW03	CONNECTIVITY	Advised to consider buying a new primary node; no concrete fix applied.
#TE00131478	2026-05-29 20:01:37+00:00	2.30	INBOUND	MR8300	CONNECTIVITY	Offered factory reset self-help or paid-support; no fix confirmed.
#TE00131478	2026-05-29 20:31:36+00:00	1.00	OUTBOUND	MR8300	CONNECTIVITY	Scheduled callback from Level-2 support via direct 213-number line; customer to remain near router for further testing.
#LTS00131513	2026-05-29 22:35:47+00:00	1.50	INBOUND	WRT3200ACM	CONFIGURATION	Agent will research and email instructions after the call; no fix or self-help path provided during the call.
#LTS00131509	2026-05-29 23:08:29+00:00	3.00	INBOUND	MX6200	SETUP	All three nodes are now solid white and Wi‑Fi is operational; customer instructed to rename SSID and password in the app.
#TE00131348	2026-05-29 23:31:57+00:00	1.50	INBOUND	MX4200	ACCESS	not_applicable
#TE00131348	2026-05-29 23:39:27+00:00	1.50	INBOUND	MX4200	ACCESS	None – call ended without agent interaction.
#TE00131348	2026-05-29 23:44:00+00:00	1.10	OUTBOUND	MX4200	ACCESS	No fix achieved. Issue remains unresolved. Customer advised to contact ISP for gateway diagnostics and test with Linksys mesh disconnected.
#TE00131348	2026-05-30 00:20:10+00:00	2.10	OUTBOUND	MX4200	ACCESS	No fix confirmed; customer advised to continue self-debugging by isolating nodes and testing connectivity. Agent offered discount for new nodes.
#LTS00131522	2026-05-30 01:13:35+00:00	1.20	INBOUND	MX2000	SETUP	No resolution achieved; customer advised to reinstall the app but no actionable next steps, escalation, or follow-up provided.
#LTS00131523	2026-05-30 01:57:45+00:00	2.30	INBOUND	WHW03	ACCESS	Agent offered to email detailed reset instructions, suggested paid on‑site support, and recommended a new router; no fix was confirmed.
#LTS00131527	2026-05-30 02:13:45+00:00	1.10	INBOUND	MX20WH2	CONNECTIVITY	Agent stated a technician would need to visit but did not schedule an appointment or provide self-help path. No resolution achieved.