maylene.delada@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 21 LTS queue calls vs 2 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

• MX is the slowest family at 27m 29s; outlier: 2.9x weekly median handle time.
• RE is one of the slowest families at 12m 16s.

Problem Categories

Week-over-Week Movement

• Protocol moved up 0.16 vs. last week.
• Family swing: MR handle time moved down by 8m 54s vs. last week.

What Went Well

Professional escalation management

“All right. Yep, that’s the only information that is needed to transfer the ownership of your device. And for this one, it will be escalated to our management since they are the one who can do that. They are the one who is authorized to change owners. Just wait for feedback. Let me just confirm how many hours or days it will take. Just stay on the line, okay? I’ll be right back.”

#LTS00130698

Why it matters: Clear escalation path, realistic timeline (24-48 hours), and maintained customer confidence during hold.

Persistent troubleshooting in complex mesh recovery

“Okay. Skip. Sure. And for us to connect to rest faster, the fastest way, I mean, connect both near to the main node, within five feet, it should be powered on within five feet. Connect your two extenders right beside the main one that is working. The closer, the better. Five feet max.”

#LTS00070759

Why it matters: Guided customer through multiple reset attempts, maintained engagement over a long call, and ultimately achieved a working network.

Growth Opportunities

Verify model-specific procedures before guidance

Current gap: Provided invalid reset instructions for MX6200 (5-press pairing is for cognitive mesh, not Velop) and misstated boot time as 30 minutes (KB: ~2-3 minutes).

Next step: Confirm product family and LED states before instructing resets. Use model-specific KB articles (e.g., velop_router_reset.md for MX series).

“Okay, and the light status on top? It’s okay. It’s MX 6200. And was it working? I mean, right now, what’s the light status of the main one?”

#LTS00131069

Avoid materially false product claims

Current gap: Stated the Linksys app is discontinued for WHW03 and recommended unsupported MAC cloning without validation.

Next step: Reference current KB documentation (linksys_app_compatibility.md) and verify ISP requirements before suggesting advanced configurations.

“It’s no longer software. There’s no longer app. For the device to uh to be accessible you have to do it locally.”

#LTS00131254

Next Week's Focus

1. Model-first troubleshooting: Collect model/serial number and confirm product family before proceeding with resets or reconfiguration.
2. LED validation: Verify LED states against KB (e.g., solid blue = ready on WHW03; purple = setup mode on MX) before instructing next steps.
3. Documentation discipline: Create HappyFox cases for all non-trivial issues and confirm follow-up timelines with the customer.
4. KB alignment: Review universal_mesh_full_rebuild.md and velop_router_setup.md for MX-series specific reset procedures.

Technical Accuracy

Improvement

Agent provided incorrect product model references ('Velop Pro 7', 'MX-20', 'WHW0305') that do not exist in the KB, leading to customer confusion.

#LTS00130789

Improvement

Agent incorrectly instructed 5-press reset for MX6200 (should be 10-second hold) and misstated boot time as 30 minutes, leading to inefficient troubleshooting.

#LTS00131069

Improvement

Agent provided incorrect support email domain and reset duration for EA series routers, leading to potential misconfiguration and customer frustration.

#TE00131111

Improvement

Agent provided incorrect default SSID and falsely claimed cloud/app access was deprecated for WHW03, leading to customer confusion and misinformation.

#LTS00131254

Improvement

Agent misidentified LED states for MX2000 (solid purple and flashing red), leading to incorrect troubleshooting guidance.

#LTS00131347

Improvement

Agent falsely claimed the Linksys app no longer exists, directly contradicting KB and undermining customer trust in support guidance.

#LTS00131441

Improvement

Agent provided materially false information about the Linksys app being discontinued, leading to customer confusion and lack of resolution path.

#LTS00131504

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#LTS00130698 — Resolved by Level 2

#TE00131111 — Resolved by Level 2

#TE00102547 — Resolved by Level 2

Coach Appendix

High-level trends for next coaching session:

• MX-series handle times are 2.9x the weekly median; focus on model-specific LED interpretation and reset procedures.
• Protocol adherence improved (+0.16) but accuracy remains low on MX/EA models—prioritize model verification before guidance.
• Escalation readiness: Ensure L1 collects model, serial, and basic connectivity data before handing off to L2.

This Week's Calls