paolo.ebora@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Escalation-heavy week: 5 TE-owned calls vs 0 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

• MR is the slowest family at 46m 21s; outlier: 1.6x weekly median handle time.
• EA is the slowest family at 44m 20s; outlier: 1.5x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Protocol moved up 0.33 vs. last week.
• Average handle time moved down by 7m 45s.
• Family swing: MX handle time moved down by 46m 55s vs. last week.
• Family swing: WRT handle time moved up by 16m 48s vs. last week.

What Went Well

1. Effective appointment rescheduling

> “Do you want to do it earlier? Like how early? Oh, 4:00 p.m. tomorrow afternoon. Um, you have nothing in between that? 4:00 is good for me. I can make that work.”

#TE00131348

1. Correct router admin access guidance

> “Accessed router admin interface at http://[REDACTED_PHONE]… Verified network status showing two green checkmarks indicating internet and LAN connectivity.”

#TE00131346

Growth Opportunities

1. Technical accuracy in troubleshooting

> “Lead status right there is that red purple right now. or what's it called sir? okay. just be careful sir, ok? Just check the light. you can step down from the ladder. okay. Before I give the next instructions. okay. to go. Red, you're talking about the spectrum modem right?”

#TE00130897

Next step: Use KB-verified URLs (e.g., myrouter.local), avoid unsupported reset methods, and confirm WAN status before proceeding.

1. Resolution verification & self-help resources

> “Claimed firmware reflash could take 24 hours to ‘sink in’… Misdefined Mbps as megabytes per second… No self-help resources or follow-up path provided.”

#TE00131280

Next step: Verify internet connectivity post-troubleshooting, provide KB articles, and confirm customer understanding of next steps.

Next Week's Focus

1. Collect essential device details (serial number, warranty status, firmware version) on every call to inform troubleshooting and escalation decisions.
2. Implement post-resolution validation – confirm wired/wireless connectivity and provide self-help resources (e.g., KB articles, setup guides).
3. Practice structured escalation handoffs – document L1 steps clearly and ensure L2 has all context to avoid repeat contacts.

Technical Accuracy

Improvement

“Lead status right there is that red purple right now. or what's it called sir? okay. just be careful sir, ok? Just check the light. you can step down from the ladder. okay. Before I give the next instructions. okay. to go. Red, you're talking about the spectrum modem right?”

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.

#TE00130897

Improvement

Note: Performed a firmware reflash on the EA7450 without verifying internet connectivity afterward and provided materially incorrect technical information (e.g., reflash takes 24 hours, Mbps = megabytes per second). No self-help resources or follow-up path provided.

#TE00131280

Strength

Note: Correctly identified and guided access to router admin via http://[REDACTED_PHONE], aligned with KB for WRT Series.

#TE00131346

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00130897 — Resolved by Level 2

• What L1 saw: MR2000 router not receiving internet from Spectrum modem; unable to access router admin page.
• Why it escalated: L1 provided incorrect URLs, suggested unsupported reset method, and failed to verify WAN connectivity.
• Related call chain: 4 prior contacts with inconsistent guidance and no resolution.
• What L2 did:

1. Verified physical connections and modem status.

2. Guided customer to correct router admin URL and login.

3. Confirmed WAN connectivity and reconfigured Wi-Fi settings.

• Current state: Resolved.
• L1 learning points:

1. Always verify modem WAN status before router troubleshooting.

2. Use only KB-validated URLs for router access.

3. Confirm resolution with customer and provide self-help resources.

#TE00131280 — Resolved by Level 2

• What L1 saw: EA7450 unable to access websites; extender functional but main router showing “no internet.”
• Why it escalated: L1 performed firmware reflash without verifying connectivity and provided incorrect technical information.
• Related call chain: 1 prior contact with unresolved issue.
• What L2 did:

1. Diagnosed DNS and firewall misconfiguration.

2. Reverted to factory settings and reconfigured Wi-Fi.

3. Validated internet access post-fix.

• Current state: Resolved.
• L1 learning points:

1. Verify internet connectivity immediately after firmware updates.

2. Avoid misleading statements about update durations.

3. Collect serial number and warranty status for hardware issues.

Coach Appendix

Highest-signal trend: Technical inaccuracies in troubleshooting (incorrect URLs, unsupported reset methods, unresolved connectivity) caused repeated escalations. Focus next week on KB validation, resolution verification, and structured escalation documentation to reduce repeat contacts and improve first-contact resolution.*

This Week's Calls