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regin.magnetico@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Calls HandledAvg Handle TimeTop ProductTop ProblemCases DocumentedCases Escalated
4514m 43sWHW03CONNECTIVITY44—

Work Mix Lens

Scorecard

DimensionThis WeekCalls Reviewed
Accuracy2.7045
Protocol1.9045
Communication2.3045
Overall2.5045

Where Time Goes

Product Families

FamilyCallsAvg Handle TimeAvg OverallAvg AccuracyAvg ProtocolAvg CommunicationNote
RE269m 30s1.651.501.502.00Outlier: 4.0x weekly median handle time
WHW1330m 10s2.292.231.622.15Outlier: 1.7x weekly median handle time
OTHER720m 26s2.293.141.431.57
LN119m 24s3.705.002.002.00
MX1217m 39s2.312.751.922.25
SPN216m 56s2.903.002.002.50
EA314m 26s2.501.672.002.33
MR614m 18s2.232.671.332.00
MBE28m 52s3.103.502.003.50
E57m 11s1.982.401.602.00

Key Observations

Problem Categories

CategoryCallsAvg Handle TimeAvg OverallAvg AccuracyAvg ProtocolAvg CommunicationFocus Area?
CONNECTIVITY1620m 42s2.202.301.802.30✓
SETUP1318m 8s2.102.501.802.20✓
ACCESS619m 19s2.603.301.702.20
NO TROUBLESHOOTING NEEDED29m 37s2.303.001.502.50

Week-over-Week Movement

What Went Well

  1. Accurate model identification and warranty guidance

> Correctly identified MX5500 model and communicated warranty expiration based on purchase date.

#LTS00130944

  1. Professional, patient communication

> Maintained calm tone and acknowledged customer frustration during mesh setup discussion.

#LTS00130652

  1. Concrete self-help paths

> Provided clear next steps (e.g., power-cycling, Wi‑Fi Fixit guide email) even when issues persisted.

#LTS00079683

Growth Opportunities

  1. Technical accuracy in LED interpretation and reset procedures

> Incorrectly stated solid purple LED on Hydra Pro 6E indicates no internet (KB states solid purple = setup ready).

> Next step: Always verify LED states against KB before advising customers.

#LTS00131042

  1. Protocol adherence before paid support

> Offered paid support without exhausting free troubleshooting (e.g., no WAN check, no basic resets).

> Next step: Perform at least three safe, documented troubleshooting steps before escalating to paid options.

#LTS00131396

Next Week's Focus

  1. LED validation checklist: Confirm LED meanings per KB before advising customers (e.g., solid purple = setup ready, not “no internet”).
  2. Pre-paid support protocol: Complete power cycle, WAN check, and basic resets before offering paid sessions.
  3. Serial number & case discipline: Collect serial numbers and create HappyFox cases on every call to ensure accountability.
  4. PCI compliance: Avoid collecting full credit card details over the phone; use secure portals only.

Technical Accuracy

Improvement

> “Solid purple means the router is not providing internet.”

Note: Contradicts KB; solid purple = setup ready.

#LTS00131042

Improvement

> “Press and hold reset for 5 presses.”

Note: MR9000 requires 10-second hold, not 5-press method.

#LTS00131393

Improvement

> “Solid red means reset complete.”

Note: WHW03 reset ends with solid purple, not red.

#LTS00131389

Strength

> “Device is out of warranty based on purchase date.”

Note: Correctly applied three-year support policy.

#LTS00130944

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

This Week's Calls

CaseDateScoreDirectionProductCategoryOutcome
#LTS001307112026-05-25 13:05:51+00:003.00INBOUNDE5400NO TROUBLESHOOTING NEEDEDCustomer to purchase a 12V 1A power adapter compatible with E5400 and submit receipt via email for warranty consideration.
#LTS000796832026-05-25 14:04:23+00:003.00INBOUNDWHW03ACCESSCustomer to perform power‑cycle steps and review the Wi‑Fi Fixit guide; no further action taken during the call.
#LTS001307282026-05-25 14:46:39+00:001.30INBOUNDE1000SETUPAgent recommended purchasing a new router due to device being end-of-life.
#LTS001307412026-05-25 15:54:41+00:003.00INBOUNDWHW03CONNECTIVITYAgent promised to email a Wi-Fi fix guide and advised resetting child nodes after power cycling.
#LTS001307682026-05-25 19:38:11+00:003.00INBOUNDEA7430CONNECTIVITYSend email with detailed instructions on how to log into the router’s admin page (http://192.168.1.1 or http://myrouter.local) and enable the 2.4 GHz band or disable the 5 GHz band.
#LTS001059612026-05-25 20:09:57+00:003.90INBOUNDWHW03HARDWAREAgent confirmed compatibility; customer will purchase the accessory.
#LTS001308512026-05-26 12:40:12+00:003.00INBOUNDLAPAC170CACCESSEscalated to higher-tier support; customer to await update within 24 hours.
#LTS001308602026-05-26 13:27:07+00:003.00INBOUNDWHW03CONNECTIVITYAdvised to contact Petcube manufacturer for device-specific troubleshooting and consider replacing the faulty mesh node; no definitive fix achieved.
#LTS001308752026-05-26 14:58:06+00:001.50INBOUNDMR7350CONFIGURATIONAgent promised to email band-separation instructions but performed no troubleshooting or validation
#LTS001308782026-05-26 15:06:36+00:003.00INBOUNDSPNMX56CFSETUPRouter is functional for Wi-Fi use; app pairing issue not resolved. Advised firmware updates are ISP-controlled. No further steps provided for app pairing.
#LTS001308942026-05-26 15:56:13+00:001.40INBOUNDRE6300SETUPAgent incorrectly declared the issue resolved at [88:00] despite extender still showing solid amber and failing to provide reliable internet. Promised email instructions were never confirmed as sent or received.
#LTS001309232026-05-26 18:27:40+00:001.20INBOUNDVLP01CONNECTIVITYAgent stated the device is obsolete but capable of up to 1 Gbps and directed customer to support.linksys.com.
#LTS001309272026-05-26 18:42:53+00:003.00INBOUNDWHW03SETUPCustomer reports nodes are now stable and will continue on his own.
#LTS001309312026-05-26 18:54:20+00:001.50INBOUNDMX4301SETUPAgent will email the customer a receipt submission address; customer to send Walmart receipt for warranty verification. No technical fix provided.
#LTS001309382026-05-26 19:27:15+00:001.10INBOUNDE1000SETUPNo resolution provided; customer advised to purchase new MX2000 without self-help path or follow-up.
#LTS001309442026-05-26 19:51:17+00:003.00INBOUNDMX55EC3CONNECTIVITYOffered paid support ($15 for 60 minutes) or emailed self-help Wi-Fi fix guide with reset/reconfigure instructions.
#LTS001309562026-05-26 20:35:25+00:003.70INBOUNDLN3101CONNECTIVITYWi-Fi connectivity restored; issue resolved.
#LTS001310252026-05-27 12:51:07+00:001.90INBOUNDRE6300SETUPAgent promised to email step-by-step instructions; no functional fix achieved. Customer left with non-functional extender and no clear path forward.
#LTS001310322026-05-27 13:32:00+00:003.00INBOUNDMR9610CONNECTIVITYNone; call ended without assistance or next steps.
#LTS001310322026-05-27 13:40:17+00:003.00INBOUNDMR9610CONNECTIVITYCustomer declined paid-support; no self-help path or concrete next steps provided.
#LTS001310372026-05-27 14:04:53+00:001.40INBOUNDWHW01CONNECTIVITYOffered paid support; no technical fix or self-help resources provided.
#LTS001310422026-05-27 15:04:33+00:001.10INBOUNDMR7500SETUPNo technical resolution. Agent provided incorrect LED guidance and offered paid support without troubleshooting. No actionable next steps or correct explanation provided.
#LTS000730692026-05-27 15:49:41+00:001.10INBOUNDMX6200CONNECTIVITYNo valid resolution or next step established. Customer was told to plug back in and call back later without a defined plan.
#LTS000730692026-05-27 16:28:28+00:003.00INBOUNDMX6200CONNECTIVITYCustomer to contact ISP to verify service status and call back if issue persists.
#LTS001310602026-05-27 17:35:02+00:001.90INBOUNDWHW01CONNECTIVITYNo definitive fix; agent incorrectly declared issue resolved after paid session ended. No escalation, callback, or self-help path offered.
#GI001310772026-05-27 18:58:25+00:001.50INBOUNDHT-6766BESETUPNo resolution or next step provided.
#LTS001310852026-05-27 19:26:06+00:001.80INBOUNDMR9600ACCESSOffered paid support; no password reset was completed or verified. Customer ended call without confirmed resolution.
#LTS001310922026-05-27 20:29:29+00:003.10INBOUNDMX5300SETUPEmail with Wi-Fi fix-it guide sent to customer for self-help reset and reconfiguration.
#LTS001312052026-05-28 12:21:18+00:003.10INBOUNDE900CONNECTIVITYRecommend purchase of MX2000 (KB-aligned replacement) and offer future setup assistance.
#LTS001312072026-05-28 12:26:04+00:002.80INBOUNDEA7200ACCESSWi-Fi SSID and password changed; customer reported devices can reconnect successfully.
#LTS001311962026-05-28 13:09:38+00:002.80INBOUNDSPNMX55GCACCESSCustomer accessed the router UI via myrouter.local. No guidance provided for disabling IPv6. Call closed without follow-up or escalation path.
#LTS001306522026-05-28 15:47:35+00:002.70INBOUNDMX6200NO TROUBLESHOOTING NEEDEDNone provided. Customer was not guided to access the router admin page to rename the SSID or verify device connections.
#LTS001312552026-05-28 16:02:48+00:001.40INBOUNDE5400NO TROUBLESHOOTING NEEDEDSuggested contacting Spectrum for an extender or trying a wired connection; no configuration steps provided.
#LTS001312682026-05-28 16:59:46+00:003.00INBOUNDLAPAC1200CACCESSNone provided; call ended without a solution or clear next step.
#LTS001312682026-05-28 17:23:17+00:003.00OUTBOUNDLAPAC1200CACCESSNo resolution achieved. Agent did not confirm data collection, initiate deletion, or communicate next steps.
#LTS001312752026-05-28 17:44:55+00:003.00OUTBOUNDLAPAC1200CACCESSCustomer to provide photos of access points via email; agent to follow up after confirming receipt and next steps. If email fails, escalate for alternative verification.
#LTS001312912026-05-28 18:59:41+00:001.70INBOUNDEA7300CONNECTIVITYOffered paid support ($15 for 60 min) and directed to incorrect URL (supportlinksys.com). No troubleshooting performed.
#LTS001313892026-05-29 12:20:47+00:001.80INBOUNDWHW03SETUPAgent incorrectly confirmed reset based on solid red LED and network visibility; no correct procedure provided or verified.
#LTS001313932026-05-29 12:48:20+00:003.00INBOUNDMR9000SETUPInternet restored using default credentials; customer advised to change Wi-Fi name/password later via router admin page.
#LTS001313962026-05-29 13:31:31+00:001.30INBOUNDMX2000CONNECTIVITYOffered paid support or to email a generic Wi-Fi fix-it guide; promised to send guide within 3–5 minutes.
#LTS000943752026-05-29 13:54:26+00:002.10INBOUNDMBE7000SETUPTwo nodes are solid blue; third node still flashing. Customer should confirm final LED state (solid white) after waiting a few minutes. If still flashing, perform 5-press pairing on the parent node or add the node via web UI (http://192.168.1.1). Account-login issue requires separate handling (password reset or profile recovery).
#LTS000943752026-05-29 14:07:13+00:004.10INBOUNDMBE7000SETUPAll nodes reached solid white; customer confirmed network was operational and was advised nodes could be relocated.
#LTS001313922026-05-29 14:20:42+00:003.00INBOUNDMX2000SETUPNetwork is online; customer can now place the remaining WHW nodes in their intended locations and use the app to adjust SSID/password. New MX2000 units are in warranty if further issues arise.
#LTS001314132026-05-29 14:32:27+00:003.00INBOUNDWHW03CONNECTIVITYAgent will email detailed self‑help steps; paid support offered if needed.
#LTS001313922026-05-29 15:00:39+00:001.50INBOUNDMX2000SETUPCustomer to update SSID/password in the app and reconnect; no verification or follow-up provided.
#LTS001314132026-05-29 15:29:05+00:001.60INBOUNDWHW03CONNECTIVITYPartial recovery achieved by reassigning a child node as parent; original parent remains defective. Recommend proper Velop mesh rebuild and hardware assessment.
#LTS001314472026-05-29 17:21:05+00:001.80INBOUNDMX2000SETUPCustomer was left to wait for firmware update completion without guidance on mesh reset/re-pair or verification of connectivity. No concrete resolution was confirmed.
#LTS001314552026-05-29 17:52:39+00:002.70INBOUNDMX2000ACCESSAdvised that remote access is discontinued and router must be managed locally; no further steps provided for account recovery.
#LTS001314792026-05-29 20:02:51+00:003.00INBOUNDMX5500CONNECTIVITYIssue not resolved; ticket created (131479). Customer advised to call back or contact vacuum manufacturer.
#LTS001314842026-05-29 20:39:33+00:001.30INBOUNDVLP01CONNECTIVITYAdvised customer to return the VLP01 and purchase an MX2000 or MX4200, with no troubleshooting or support path provided.
#LTS001314882026-05-29 20:49:04+00:001.80INBOUNDWHW03SETUPPaid‑support session was purchased; a technician must perform a full mesh rebuild per KB.
#LTS001314882026-05-29 21:00:06+00:001.10OUTBOUNDWHW03SETUPOne node achieved solid green and internet access, but two others remain non-functional. No resolution path established. Recommend hardware diagnostic and possible RMA.
#LTS001314882026-05-29 21:57:53+00:001.30OUTBOUNDWHW03SETUPAgent incorrectly declared the issue resolved and closed the paid session as complete without verification.