kharla.proel@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
33	17m 6s	WHW03	CONNECTIVITY	33	1

Work Mix Lens

Frontline-heavy week: 34 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

Dimension	This Week	Calls Reviewed
Accuracy	2.00	33
Protocol	1.80	33
Communication	2.10	33
Overall	2.10	33

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
WHW	9	34m 11s	2.32	1.56	1.56	2.00	Outlier: 2.2x weekly median handle time
MX	5	32m 31s	2.14	1.80	2.00	2.20	Outlier: 2.1x weekly median handle time
MR	3	26m 24s	3.00	2.33	2.00	2.33	Outlier: 1.7x weekly median handle time
EA	9	16m 43s	1.86	2.33	1.56	2.00
OTHER	1	13m 48s	1.40	1.00	2.00	2.00
WRT	6	13m 29s	1.93	2.50	1.50	2.17
RE	1	8m 40s	3.00	2.00	2.00	2.00
E	1	8m 12s	3.00	3.00	2.00	2.00

Key Observations

WHW is the slowest family at 34m 11s; outlier: 2.2x weekly median handle time.
MX is the slowest family at 32m 31s; outlier: 2.1x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	18	19m 5s	2.00	1.80	1.80	2.10	✓
SETUP	5	21m 42s	2.10	2.00	1.80	2.20	✓
CONFIGURATION	5	20m 41s	2.20	2.80	1.80	2.20

Week-over-Week Movement

Accuracy moved up 0.58 vs. last week.
Protocol moved down 0.22 vs. last week.
Average handle time moved down by 5m 08s.
Family swing: WHW handle time moved up by 24m 23s vs. last week.
Family swing: MR handle time moved up by 11m 49s vs. last week.
Family swing: MX handle time moved down by 8m 19s vs. last week.

What Went Well

Accurate model identification: Correctly identified product model (WHW03) early in the call at [02:00].
Customer information collection: Collected complete customer and device information (name, phone, email, model, serial) early in the call [04:00–06:00].

Growth Opportunities

Incorrect technical guidance: Provided materially incorrect technical guidance about mesh compatibility between MX6200 and newer models (e.g., AX4200, RE-series), stating any 'Wi-Fi Pro 6' device is compatible — this is false per KB.
Failure to perform troubleshooting: Failed to perform any troubleshooting for flashing red LED (reset, check WAN cable, verify backhaul) — a known diagnostic step for WHW03 per KB.

Next Week's Focus

This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
Improve technical accuracy in troubleshooting mesh compatibility and pairing methods.
Ensure correct support URLs and KB references are used.
Enhance protocol adherence for warranty verification and case documentation.

Technical Accuracy

Improvement

Agent incorrectly advised that MX6200 is compatible with any 'Wi-Fi Pro 6' device, contradicting KB guidance on mesh interoperability.

Improvement

Agent did not follow standard mesh-node troubleshooting flow despite clear symptom of flashing red LED on WHW03.

Improvement

Agent provided an invalid and non-Linksys domain, constituting a serious accuracy and protocol failure.

Improvement

Agent applied an unsupported pairing method for MX5300, leading to ineffective troubleshooting.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Resolved

Call Outcome: Advised to wait 24 hours for potential app-side fix; ticket created for follow-up.
Level 2 Resolution Steps: [{'timestamp': '2026-05-27 01:49:52', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'First Name and Last Name : Mark Baker Phone Number : [REDACTED_PHONE] Email Address : [REDACTED_EMAIL] Issue Description: Adding child nodes and Linksys App Issue Model Number: MX5300 Serial Number: 32N10M39A01319 Warranty Start Date: Dec 25, 2020 Model Number: MX2000 Serial Number: 50D10M25C57412 (Dec 06, 2022) / 50D10M25C54578 (Dec 06, 2022) ISP: Spectrum # of Devices: Wired: Wireless: iPhone ; iPad Troubleshooting Steps: - customer said that all the nodes has no issue - 4 nodes already workin...'}, {'timestamp': '2026-05-27 01:54:53', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Erratum: First Name and Last Name : Mark Baker Phone Number : [REDACTED_PHONE] Email Address : [REDACTED_EMAIL] Issue Description: Adding child nodes and Linksys App Issue Model Number: MX5300 Serial Number: 32N10M39A01319 Warranty Start Date: Dec 25, 2020 Model Number: MX2000 Serial Number: 50D10M25C57412 (Dec 06, 2022) / 50D10M25C54578 (Dec 06, 2022) ISP: Spectrum # of Devices: Wired: Wireless: iPhone ; iPad Troubleshooting Steps: - customer said that all the nodes has no issue - 4 nodes alrea...'}, {'timestamp': '2026-05-27 02:07:42', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "A customer called because he cannot use the Linksys app. The app shows 'Internet Online' but lists 0 devices and 0 nodes, though other menu options are working. We have already uninstalled and reinstalled the app on an iPhone, and we tried logging out and logging back in, but the issue persists. We also tried another device, an iPad, but it has the same issue. The customer actually has 6 working nodes. I have already checked the customer's account on the Linksys tool, and it shows as active. Nod..."}, {'timestamp': '2026-05-27 02:07:58', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Resolved'}]
Current Status: Resolved

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve technical accuracy in troubleshooting mesh compatibility and pairing methods.; Ensure correct support URLs and KB references are used.; Enhance protocol adherence for warranty verification and case documentation.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130766	2026-05-25 18:56:30+00:00	3.00	INBOUND	WHW03	CONNECTIVITY	Agent will email detailed recovery‑reset instructions; customer will try them and may purchase paid support if needed.
#GI00130786	2026-05-25 21:27:19+00:00	1.80	INBOUND	MX6200	GENERAL INQUIRY	No valid resolution or next step provided. Customer left with incorrect information about mesh compatibility.
#LTS00130792	2026-05-25 22:40:52+00:00	3.00	INBOUND	WHW01	SETUP	Offered paid support and to email instructions; no troubleshooting performed.
#LTS00130798	2026-05-25 23:27:19+00:00	1.40	INBOUND	WHW03	CONNECTIVITY	Incorrectly closed by stating device is out of support and directing customer to generic AI tool without troubleshooting or actionable self-help.
#LTS00130799	2026-05-25 23:45:07+00:00	1.40	INBOUND	EA6100	CONNECTIVITY	No resolution; customer declined paid support and ended call without obtaining password.
#LTS00130801	2026-05-25 23:53:51+00:00	1.10	INBOUND	EA8300	ACCESS	Agent advised factory reset and use of AI tool on support.Linksy.com; no valid recovery steps provided.
#LTS00130807	2026-05-26 00:38:44+00:00	3.00	INBOUND	EA7300	CONNECTIVITY	Customer reconnected Wi-Fi during call after accessing router settings; agent promised follow-up email with setup instructions.
#LTS00130922	2026-05-26 18:21:55+00:00	3.00	INBOUND	WRT1900AC	CONFIGURATION	Advised that the router is end‑of‑support and suggested purchasing a newer router; no specific steps to disable or secure the guest network were given.
#LTS00130932	2026-05-26 18:51:43+00:00	1.60	INBOUND	WRT54GS v7	CONNECTIVITY	Advised customer to replace the router with a newer model; no self-help or documentation provided.
#LTS00130962	2026-05-26 21:14:02+00:00	3.00	INBOUND	RE7000	CONFIGURATION	Agent will send an email containing step‑by‑step setup instructions for the range extender.
#LTS00005652	2026-05-26 21:56:15+00:00	3.00	INBOUND	MR7350	NO TROUBLESHOOTING NEEDED	Customer observed solid purple LED and accepted that router was reset. No further steps taken.
#LTS00130975	2026-05-26 22:19:33+00:00	3.60	INBOUND	MX6200	CONNECTIVITY	All nodes now show solid white and appear online in the app; issue resolved.
#LTS00130981	2026-05-26 23:10:59+00:00	1.40	INBOUND	EA7500	CONNECTIVITY	Directed to AI tool on support.linksys.com; no troubleshooting, paid support option, or follow-up path offered.
#LTS00130987	2026-05-27 00:39:58+00:00	1.10	INBOUND	MX5300	SETUP	Advised to wait 24 hours for potential app-side fix; ticket created for follow-up.
#LTS00131068	2026-05-27 18:05:39+00:00	3.00	INBOUND	MX4200	CONNECTIVITY	Ticket LTS00131068 created; customer advised to send screenshot of browser warning or call back with ticket number for further assistance.
#LTS00131104	2026-05-27 21:24:07+00:00	3.00	INBOUND	E8450	CONNECTIVITY	Offered AI self-service tool and paid technical support; customer declined; no further action taken.
#LTS00131107	2026-05-27 21:42:12+00:00	3.00	INBOUND	WHW03	CONNECTIVITY	Sent an email with a video link showing how to re-configure the router.
#LTS00131118	2026-05-27 23:09:28+00:00	3.00	INBOUND	WHW03	ACCESS	Send a video tutorial showing how to access the router web UI and change the Wi‑Fi password.
#LTS00131121	2026-05-27 23:21:19+00:00	1.40	INBOUND	VLP01	CONNECTIVITY	Customer advised to use AI chatbot or purchase a new router; no valid technical resolution provided.
#LTS00131130	2026-05-27 23:49:39+00:00	1.50	INBOUND	EA6350	CONNECTIVITY	No resolution; call ended without next steps.
#LTS00131130	2026-05-27 23:59:05+00:00	1.30	OUTBOUND	EA6350	CONNECTIVITY	Customer advised to consider replacing the router; no troubleshooting completed or validated fix provided.
#LTS00131132	2026-05-28 00:08:56+00:00	1.10	INBOUND	WHW01	CONNECTIVITY	Offered paid support without troubleshooting; no technical fix or self-help path provided.
#LTS00131134	2026-05-28 00:21:04+00:00	2.80	INBOUND	EA8300	ACCESS	Customer instructed to access router via web browser at 192.168.1.1; offered AI tool or paid support. No verification or follow-up path established.
#LTS00131136	2026-05-28 00:28:19+00:00	3.00	INBOUND	WHW03	SETUP	Agent will email a video tutorial on adding a child node and pointed to the free AI support tool.
#LTS00131141	2026-05-28 01:15:35+00:00	2.70	INBOUND	EA7200	CONNECTIVITY	Offered $15 paid Connect service; customer did not commit; no further technical steps taken.
#LTS00131149	2026-05-28 01:38:19+00:00	1.50	INBOUND	WRT32X	CONFIGURATION	Call was disconnected; no resolution offered.
#LTS00131149	2026-05-28 01:38:43+00:00	1.40	OUTBOUND	WRT32X	CONFIGURATION	Advised to use AI tool at incorrect URL and consider purchasing a new router.
#LTS00131217	2026-05-28 18:03:10+00:00	3.00	INBOUND	MR7350	SETUP	Use local router web UI (192.168.1.1 or myrouter.info) for configuration; no further action taken on account verification issue.
#LTS00131288	2026-05-28 18:29:10+00:00	1.20	INBOUND	MX8500	CONFIGURATION	No resolution provided; agent did not deliver correct Access Point mode instructions or set a clear next step.
#LTS00131299	2026-05-28 20:51:28+00:00	1.70	INBOUND	WHW03	CONFIGURATION	All nodes returned to solid green, internet restored, Wi-Fi SSID/password updated. However, call handling was unsafe and technically flawed.
#LTS00131352	2026-05-29 00:57:35+00:00	3.00	INBOUND	MR20EC	CONFIGURATION	Router and extender configured; advise power-cycling the Nest camera if it stays offline.
#LTS00131501	2026-05-29 22:02:36+00:00	2.60	INBOUND	WRT1900ACS	CONNECTIVITY	Customer advised to test modem directly; no further steps or follow-up scheduled.
#LTS00131515	2026-05-29 23:53:37+00:00	1.50	INBOUND	WRT120N	CONNECTIVITY	Agent incorrectly stated the router was out of warranty and directed customer to website/AI tool without providing technical support or valid next steps. No resolution achieved.
#LTS00131518	2026-05-30 00:24:19+00:00	1.50	INBOUND	EA7300	CONNECTIVITY	No resolution or next step provided. Customer self-rebooted; agent offered no verification or follow-up.
#LTS00066814	2026-05-30 00:35:01+00:00	1.70	INBOUND	WHW01	CONNECTIVITY	Agent claimed nodes were blue and internet was working, but no verification was performed. No concrete next step was scheduled.