mikaelhjoshua.anasco@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 |
|---|---|---|---|---|---|
| 22 | 26m 4s | WHW03 | SETUP | 22 | 6 |
Work Mix Lens
- Frontline-heavy week: 18 LTS queue calls vs 7 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 | 22 |
| Protocol | 1.80 | 22 |
| Communication | 2.30 | 22 |
| Overall | 2.20 | 22 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| WHW | 4 | 44m 36s | 2.58 | 2.50 | 1.75 | 2.25 | Outlier: 2.6x weekly median handle time |
| LN | 2 | 43m 32s | 1.70 | 1.00 | 1.50 | 2.50 | Outlier: 2.5x weekly median handle time |
| MX | 5 | 33m 46s | 2.08 | 1.20 | 1.80 | 2.80 | Outlier: 2.0x weekly median handle time |
| MR | 2 | 28m 32s | 1.80 | 2.00 | 2.00 | 2.50 | Outlier: 1.7x weekly median handle time |
| EA | 2 | 17m 8s | 1.60 | 1.00 | 2.00 | 2.00 | |
| SPN | 6 | 13m 46s | 2.42 | 2.67 | 1.83 | 2.67 | |
| E | 1 | 10m 16s | 1.50 | 1.00 | 1.00 | 1.00 | |
| RE | 2 | 8m 19s | 2.15 | 2.00 | 1.00 | 1.50 | |
| OTHER | 1 | 4m 44s | 3.00 | 4.00 | 1.00 | 2.00 |
Key Observations
- WHW is the slowest family at 44m 36s; outlier: 2.6x weekly median handle time.
- LN is the slowest family at 43m 32s; outlier: 2.5x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 8 | 33m 50s | 2.00 | 1.80 | 1.60 | 2.40 | ✓ |
| ACCESS | 6 | 13m 59s | 2.50 | 2.50 | 1.80 | 2.50 | |
| CONNECTIVITY | 6 | 24m 43s | 2.00 | 1.80 | 1.80 | 2.30 | ✓ |
| GENERAL INQUIRY | 2 | 9m 15s | 2.30 | 2.00 | 2.00 | 1.50 |
Week-over-Week Movement
- Overall moved down 0.26 vs. last week.
- Accuracy moved down 0.18 vs. last week.
- Average handle time moved down by 2m 25s.
- Family swing: WHW handle time moved up by 19m 04s vs. last week.
- Family swing: SPN handle time moved down by 18m 22s vs. last week.
- Family swing: OTHER handle time moved down by 4m 00s vs. last week.
What Went Well
Effective use of recovery key for password reset
Guiding customers through password reset using the router admin password and recovery key has proven effective in resolving access issues quickly and efficiently.
#LTS00131198
Persistence in troubleshooting mesh connectivity
Demonstrating persistence in trying multiple troubleshooting methods for mesh connectivity issues shows commitment to finding solutions even with complex configurations.
#TE00123101
Growth Opportunities
Incorrect technical guidance on LED states and reset procedures
Providing accurate LED state interpretations and correct reset procedures is essential. Before instructing resets, always verify the product model and consult KB guidelines to ensure instructions match the device's specifications.
#TE00130712
Failure to verify product model before providing model-specific instructions
Always confirm the exact product model before issuing troubleshooting steps. This prevents misapplication of procedures and ensures customers receive appropriate, model-specific guidance.
#TE00130712
Next Week's Focus
- Always verify product model before providing troubleshooting instructions.
- Use KB guidelines to confirm LED state interpretations and reset procedures.
- Implement structured troubleshooting flow for mesh connectivity issues.
- Practice efficient call documentation to reduce repeat contacts.
Technical Accuracy
Improvement
Agent incorrectly stated default admin credentials for SPNM60 router, leading to customer confusion.
Improvement
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
Improvement
Agent falsely claimed SPNM60CF router is not compatible with Linksys app, causing customer confusion.
Improvement
Agent repeatedly referred to 'Linux app' instead of Linksys app, causing confusion and contradicting KB.
Strength
Agent correctly guided customer through password reset using recovery key, resolving login issue.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00128992 — Resolved by Level 2
What L1 saw: Multiple mesh nodes flashing red and not connecting to each other, causing loss of Wi-Fi for thermostat, hot water, and security cameras. L1 performed basic mesh troubleshooting including node relocation, app reinstall, LED checks, channel-finder, and firmware verification.
Why it escalated: L1 failed to confirm the product model, provided incorrect guidance (e.g., 'Linux app'), and did not validate WAN connectivity before troubleshooting nodes.
Related call chain: This was the third contact for this customer. Previous agents provided inaccurate technical advice and incomplete troubleshooting.
What L2 did: L2 verified WAN connectivity, confirmed product model, guided through proper LED interpretation, and performed a full mesh rebuild with proper reset procedures.
Current state: Resolved
L1 learning points:
- Always confirm product model before providing troubleshooting instructions
- Verify WAN/internet connectivity before troubleshooting mesh nodes
- Use proper LED state interpretations and reset procedures specific to the device model
#TE00130712 — Resolved by Level 2
What L1 saw: After upgrading the modem, the Linksys mesh router (parent node) shows solid red and has no internet connectivity. L1 confirmed expired warranty, collected serials, performed resets, accessed web UI, observed IPv4 address, and scheduled a callback.
Why it escalated: L1 did not obtain or verify product model number before providing model-specific steps, provided potentially incorrect default admin password, misrepresented LED states, and repeatedly asked for credit card number after already collecting and verifying it.
Related call chain: This was a repeat contact where L1 was unable to resolve the issue despite multiple attempts.
What L2 did: L2 verified product model, confirmed modem connectivity via wired test, performed proper resets, and provided accurate default login credentials.
Current state: Resolved
L1 learning points:
- Confirm product model before providing model-specific instructions
- Verify modem connectivity via wired test when internet is not working
- Provide accurate default login credentials for the specific device model
#LTS00130844 — Resolved by Level 2
What L1 saw: Unable to log into the Linksys app / Wants to associate LSWF account with the router. L1 educated the customer that the SPNM60CF isn't compatible with the Linksys app, but provided incorrect default admin credentials and false incompatibility claims.
Why it escalated: L1 provided factually wrong default admin credentials and falsely claimed the SPNM60CF is not compatible with the Linksys app.
Related call chain: This was a single contact where L1 was unable to provide correct information.
What L2 did: L2 clarified that while the SPNM60CF has limited app functionality, it can be managed via web UI with the correct credentials.
Current state: Resolved
L1 learning points:
- Provide correct default admin credentials for the specific device model
- Clarify app compatibility limitations accurately
- Guide customers to the correct web UI for management when app functionality is limited
#LTS00131011 — Resolved by Level 2
What L1 saw: Wants to use parental control & Access the web UI. L1 educated the customer that the router isn't compatible with the Linksys app & it only has instant-safety feature.
Why it escalated: L1 did not walk the customer through the web UI parental-control settings and provided an unclear escalation path.
Related call chain: This was a repeat contact where L1 was unable to resolve the parental control issue.
What L2 did: L2 explained the limited "Instant Safety" parental-control feature and guided the customer through web UI configuration.
Current state: Resolved
L1 learning points:
- Walk customers through web UI parental-control settings when app functionality is limited
- Provide clear escalation paths and next steps
- Explain feature limitations accurately
#TE00123101 — Resolved by Level 2
What L1 saw: Child nodes got disconnected. L1 performed resets, moved nodes next to parent, and provided incorrect LED interpretations.
Why it escalated: L1 provided incorrect LED interpretations and reset procedures.
Related call chain: This was a repeat contact where L1 was unable to resolve the mesh connectivity issue.
What L2 did: L2 performed a full mesh rebuild and deeper WAN diagnostics.
Current state: Resolved
L1 learning points:
- Use proper LED state interpretations specific to the device model
- Perform full mesh rebuild when basic troubleshooting fails
- Conduct deeper WAN diagnostics when internet connectivity is an issue
#TE00037591 — Resolved by Level 2
What L1 saw: Reconfiguration / No internet connection. L1 incorrectly concluded PC had no valid IP despite customer confirming internet access. No follow-up scheduled.
Why it escalated: L1 incorrectly concluded PC had no valid IP despite customer confirming internet access and provided no follow-up.
Related call chain: This was a repeat contact where L1 was unable to resolve the issue and provided incorrect technical guidance.
What L2 did: L2 verified internet connectivity, performed proper resets, and provided accurate troubleshooting steps.
Current state: Resolved
L1 learning points:
- Verify internet connectivity through multiple methods before concluding issues
- Provide clear next steps and follow-up plans
- Use accurate technical guidance specific to the device model
Coach Appendix
- Highest-signal weekly trend: The WHW and LN families showed significant handle time outliers (2.6x and 2.5x weekly median) with lower accuracy scores, indicating complex mesh setups require more focused training and efficient troubleshooting approaches.
- Recurring technical pattern: Incorrect LED state interpretations and reset procedures were common across multiple calls, highlighting a need for improved model-specific knowledge and KB alignment.
- Evidence already surfaced: The technical coaching moments and escalation lessons sections already cover the key technical patterns and learning points.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00128992 | 2026-05-25 08:05:22+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Escalated to second-level technicians; pending callback within 24-48 business hours despite customer's request for immediate callback. |
| #GI00130701 | 2026-05-25 11:36:49+00:00 | 3.00 | OUTBOUND | — | GENERAL INQUIRY | Advised to purchase through Lazada or Shopee and to claim warranty by returning the device to the retailer where it was bought. |
| #LTS00130704 | 2026-05-25 12:15:07+00:00 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | No resolution achieved. Agent incorrectly declared the node reconfigured and functioning without validation. |
| #TE00130712 | 2026-05-25 13:14:18+00:00 | 2.60 | INBOUND | WHW03 | SETUP | Customer advised to verify modem internet with a wired device, obtain an Ethernet adapter if needed, and wait for a scheduled callback for further troubleshooting. |
| #TE00130712 | 2026-05-25 14:09:30+00:00 | 1.40 | OUTBOUND | WHW03 | SETUP | Escalated to Level-2 technical team; scheduled callback; advised customer to purchase Ethernet adapter for direct modem testing. |
| #LTS00130828 | 2026-05-26 08:51:25+00:00 | 3.30 | INBOUND | WHW0301GC | ACCESS | Admin password reset completed; customer logged into the app and confirmed nodes are online. |
| #LTS00130836 | 2026-05-26 09:44:03+00:00 | 3.00 | INBOUND | MX6200 | SETUP | Allow the firmware update to complete, reinstall the Linksys app, relocate child nodes, and verify that the Wi-Fi network configuration completes and provides internet access. |
| #GI00130842 | 2026-05-26 11:33:50+00:00 | 3.00 | INBOUND | — | GENERAL INQUIRY | Inquiry forwarded to higher management; customer expects email response within 24–48 hours. |
| #LTS00130844 | 2026-05-26 12:19:54+00:00 | 1.30 | INBOUND | SPNM60CF | ACCESS | No resolution or actionable next step provided. |
| #LTS00130847 | 2026-05-26 12:37:35+00:00 | 1.50 | INBOUND | E1200 | CONNECTIVITY | Email with reset instructions promised; customer advised to purchase a new router (incorrect model recommended). |
| #LTS00130864 | 2026-05-26 13:32:38+00:00 | 1.40 | INBOUND | EA7300 | ACCESS | Customer to attempt password reset via the correct smartwifi.com portal; no confirmation of success or next steps established. |
| #LTS00105032 | 2026-05-26 17:01:42+00:00 | 1.30 | INBOUND | RE6300 | ACCESS | No resolution provided. Call ended abruptly without next steps or follow-up. |
| #LTS00105032 | 2026-05-26 17:06:28+00:00 | 3.00 | INBOUND | RE6300 | ACCESS | Agent stated the EA9300 is discontinued and unsupported; no troubleshooting, self-help, or escalation path was offered. |
| #LTS00131011 | 2026-05-27 10:01:14+00:00 | 2.80 | INBOUND | SPNM60TB | ACCESS | Advise customer to contact their ISP (NewTube) for possible firmware/app updates and to request engineering review for future compatibility. |
| #LTS00131016 | 2026-05-27 10:53:48+00:00 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | Node is back online with good signal; advise to keep node within proper range and monitor for any further drops. |
| #TE00123101 | 2026-05-27 12:00:51+00:00 | 1.40 | INBOUND | LN11011202 | SETUP | Escalated to second‑level technicians for a full mesh rebuild and deeper WAN diagnostics. |
| #TE00123101 | 2026-05-27 13:58:52+00:00 | 2.00 | INBOUND | LN11011202 | SETUP | Case escalated to second-level support; customer advised to await callback within 24 business hours. |
| #LTS00131036 | 2026-05-27 14:01:28+00:00 | 1.80 | INBOUND | MR20EC | SETUP | None provided; agent indicated out-of-warranty status but gave no actionable steps or follow-up plan. |
| #LTS00131036 | 2026-05-27 14:06:08+00:00 | 1.80 | INBOUND | MR20EC | SETUP | Agent asked customer to email a copy of the receipt/order number for warranty verification; no definitive configuration or internet verification completed. |
| #LTS00131048 | 2026-05-27 15:08:24+00:00 | 1.80 | INBOUND | EA6500 | ACCESS | Agent promised to send reset and reconfiguration instructions via email; no immediate fix or confirmation achieved. |
| #LTS00061736 | 2026-05-28 01:37:11+00:00 | 1.10 | INBOUND | SPNMX56CF | CONNECTIVITY | None provided; agent gave unverified phone number and ended call without guidance. |
| #LTS00131192 | 2026-05-28 09:03:17+00:00 | 1.80 | INBOUND | SPNMX42HF | CONNECTIVITY | Customer performed reset and reported internet connectivity; app login and admin access not verified. No follow-up scheduled or KB/email provided. |
| #LTS00131198 | 2026-05-28 09:55:21+00:00 | 4.50 | INBOUND | SPNMX42GC | ACCESS | Password reset using router password and recovery key; customer logged into the app successfully. |
| #LTS00131199 | 2026-05-28 10:35:02+00:00 | 3.00 | INBOUND | SPNMX42GC | ACCESS | Agent scheduled a callback for when the customer is at home to perform further troubleshooting. |
| #LTS00131201 | 2026-05-28 11:55:23+00:00 | 3.00 | INBOUND | UNKNOWN | CONNECTIVITY | Agent provided an unverified 11-digit number instead of confirmed ISP contact details; no troubleshooting or resolution. |
| #TE00037591 | 2026-05-28 12:46:08+00:00 | 1.50 | INBOUND | MX2000 | SETUP | No definitive fix. Agent incorrectly concluded PC had no valid IP despite customer confirming internet access. No follow-up scheduled. |
| #TE00037591 | 2026-05-28 13:34:25+00:00 | 1.40 | OUTBOUND | MX2000 | SETUP | Escalated to L2 support; customer advised to await callback within 2–3 hours or 24 business hours. |