trecia.malunjao@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 18 LTS queue calls vs 1 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

• LN is the slowest family at 62m 22s; outlier: 2.3x weekly median handle time.
• SPN is one of the slowest families at 34m 26s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.39 vs. last week.
• Accuracy moved up 0.35 vs. last week.
• Communication moved up 0.18 vs. last week.
• Average handle time moved up by 4m 51s.
• Family swing: WHW handle time moved up by 20m 45s vs. last week.
• Family swing: SPN handle time moved up by 16m 08s vs. last week.
• Family swing: MX handle time moved down by 7m 46s vs. last week.

What Went Well

1. Accurate mesh topology guidance

> "Wired child nodes must connect to the Linksys parent node or a switch attached to it, not the ISP router."

#LTS00130834

1. Clear password recovery path

> "Use the recovery key on the router label to reset the admin password."

#LTS00131031

1. Polite closure with self-help

> "I’ve emailed a reset guide — please try these steps and reply if you need further assistance."

#LTS00130852

Growth Opportunities

1. Technical accuracy in mesh troubleshooting

> "Wi-Fi 5 supports up to 2 Gbps" ❌ (Typical max ~866 Mbps on 5 GHz band)

Next step: Always verify product family and reference KB for speed limits before advising.

#LTS00130691

1. Protocol rigor in case closure

> "Customer advised to relocate nodes without verification of internet connectivity."

Next step: Confirm WAN status and document outcomes before closing.

#LTS00130697

Next Week's Focus

• Collect model/serial upfront for all mesh/Wi-Fi calls — prevents generic guidance.
• Verify WAN connectivity after every reset/reconfiguration step.
• Use model-specific reset durations (e.g., 10–15s for extenders, not 20s).
• Set explicit follow-up expectations (e.g., callback window, email summary).

Technical Accuracy

Improvement: Materially incorrect Wi-Fi 5 speed claim

"Wi-Fi 5 supports up to 2 Gbps"

Note: Contradicts KB — typical max ~866 Mbps on 5 GHz band.

#LTS00130691

Improvement: Incorrect Velop LED interpretation

"Nodes turned solid green"

Note: Velop shows solid purple (ready) or white (online), not green.

#LTS00130697

Improvement: Expired warranty denial

"No support available due to expired warranty"

Note: Basic password retrieval and self-help always available regardless of warranty.

#LTS00130727

Improvement: Admin password confusion

"Router admin password is the same as Wi‑Fi password"

Note: LN1600 uses default ‘admin’ or recovery key — never Wi‑Fi password.

#TE00131379

Coaching Moments

No additional coaching moments extracted after technical review.

Escalation Lessons: What L2 Did

#TE00131379 — Resolved by Level 2

• What L1 saw: LN1600 child node solid red, failing to pair after resets.
• Why it escalated: L1 provided incorrect admin password guidance and failed to validate hardware/firmware.
• What L2 did:

1. Verified firmware versions and WAN status.

2. Guided through 5-press pairing (valid for LN1600).

3. Confirmed node LED progression to solid white.

• L1 learning points:

- Confirm product family (LN = Cognitive Mesh) before pairing method.

- Never equate admin password with Wi‑Fi password.

- Validate WAN and LED states after every reset.

Coach Appendix

Highest-signal trend: Inconsistent technical accuracy in mesh node troubleshooting (incorrect speed limits, LED states, password guidance) drives prolonged handle times and low accuracy scores. Focus next week on model-specific KB validation and WAN verification protocols to reduce LN/SPN outliers.

This Week's Calls