vennemir.calvin@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
34	12m 3s	WHW03	CONNECTIVITY	34	2

Work Mix Lens

Frontline-heavy week: 34 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

Dimension	This Week	Calls Reviewed
Accuracy	2.70	34
Protocol	1.80	34
Communication	2.20	34
Overall	2.40	34

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
MX	11	24m 4s	2.49	2.82	1.91	2.27	Outlier: 1.9x weekly median handle time
MBE	2	23m 42s	3.15	4.00	2.00	2.50	Outlier: 1.9x weekly median handle time
SPN	3	17m 16s	2.10	2.67	2.00	2.33
WHW	7	14m 50s	2.20	2.57	1.71	2.00
EA	3	12m 38s	1.83	1.33	1.33	1.67
MR	4	11m 24s	2.15	1.75	1.50	1.75
RE	3	10m 33s	2.07	2.00	1.33	1.67
E	3	6m 25s	3.27	4.00	1.67	2.67
LN	1	6m 19s	1.50	4.00	1.00	2.00

Key Observations

MX is the slowest family at 24m 4s; outlier: 1.9x weekly median handle time.
MBE is the slowest family at 23m 42s; outlier: 1.9x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	18	14m 45s	2.20	2.60	1.80	2.10	✓
SETUP	9	11m 42s	2.20	2.30	1.70	2.10	✓
ACCESS	5	11m 34s	2.70	3.20	2.00	2.60
CONFIGURATION	1	4m 0s	1.20	1.00	1.00	1.00	✓

Week-over-Week Movement

Overall moved up 0.32 vs. last week.
Accuracy moved up 0.42 vs. last week.
Protocol moved up 0.23 vs. last week.
Average handle time moved up by 4m 56s.
Family swing: SPN handle time moved up by 10m 19s vs. last week.
Family swing: MBE handle time moved up by 9m 44s vs. last week.
Family swing: EA handle time moved up by 6m 01s vs. last week.

What Went Well

Correct identification of non-Linksys products: Agent correctly identified the product as TP-Link Deco and referred customer to TP-Link support without providing incorrect technical guidance.
Effective troubleshooting and resolution confirmation: Agent successfully guided customer through factory reset and 5-press pairing, confirming resolution with solid white lights and Wi-Fi connectivity.

Growth Opportunities

Incorrect technical guidance and protocol violations: Agent provided incorrect support URL (support.com instead of support.linksys.com), failed to follow standard troubleshooting flow, and advised factory reset without model-specific guidance.
PCI compliance violations and premature resolution claims: Agent collected full credit card details over unsecured phone line (PCI violation) and prematurely declared resolution when node reverted to red LED.

Next Week's Focus

This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
Improve protocol adherence, especially in model identification and troubleshooting flow
Address accuracy errors in technical guidance (e.g., incorrect URLs, unsupported methods)
Enhance communication clarity and empathy, particularly during high-stress calls
Reduce PCI compliance violations and premature resolution claims

Technical Accuracy

Improvement

Agent provided incorrect support URL (support.com) instead of support.linksys.com, constituting a serious accuracy and safety risk.

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 provided incorrect factory reset duration (20 seconds) for WHW03, contradicting KB guidance of 10 seconds.

Improvement

Agent provided materially false technical advice including 'new hard drive' and '50-50 chance of fix' for router issue, contradicting KB guidance.

Strength

Agent correctly identified non-Linksys product (TP-Link Deco) and appropriately referred customer to correct manufacturer support.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Resolved

Call Outcome: Customer to verify modem internet connectivity (swap cable, test with another device) and contact ISP; case number provided for follow-up.
Level 2 Resolution Steps: [{'timestamp': '2026-05-25 15:50:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Escalate for exceeding threshold Approved by Clark'}, {'timestamp': '2026-05-25 15:50:26', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-05-25 17:32:41', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-05-25 17:32:41', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-25 18:24:57', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 1:35 PM MNL 5/26/2026 Dial number - [REDACTED_PHONE]*/ Ringing Callback disclaimer Customer answer Verify issue Cnode is closer to the main node 4 cnodes showing Nodes were reset already I ask if he has the app – doesnt have one I ask if he has a computer – he does Already in the pre login page Ask customer to click the image Ask to enter to admin – invalid Ask to enter a different one – done Will check DF SSID – showing _Velopsetup929 - 20J10M22A10523 _Velopsetup57C – 25F[REDACTED...'}, {'timestamp': '2026-05-25 18:25:56', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
Current Status: Resolved

— — Resolved

Call Outcome: Escalated to Level 2; customer to send error screenshot via email; await callback within 24-48 hours.
Level 2 Resolution Steps: [{'timestamp': '2026-05-27 15:08:55', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Call Flow: Caller ID: [REDACTED_PHONE] Opening Spiel = Customer Interaction with Agent: - Return Caller - Created an Account - Unable verify the account - Link expired after 48Hrs - Informed customer to send Screenshot - Ticket will be endorsed for escalation - 24-48 Hrs - Closing Spiel - EOC'}, {'timestamp': '2026-05-27 15:10:14', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi there! I hope this message reaches you well. Please attached the screenshots in regards to the verification issue for your Linksys Account Thank you! - Linksys Technical Support'}, {'timestamp': '2026-05-27 15:10:21', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-27 17:29:23', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-27 17:29:27', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-05-27 20:13:35', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': "TE00092429 David Woodson [REDACTED_EMAIL] [REDACTED_PHONE] MX8500 43f10m37b[REDACTED_PHONE]L20M11B01189 Brightspeed Walmart - this ticket was claimed from the TE queue - callback time at 3:24 am MNL - the phone rings - heard the auto callback disclaimer - he had an acount for seceral years - he changed ISP to Spectrum - he have a new router - it asked to verify the account - he have the verification email - he clicked on the link but it don't work - discussed with him that the Linksys smart WiFi..."}, {'timestamp': '2026-05-27 20:13:42', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Callback -> Resolved'}]
Current Status: Resolved

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve protocol adherence, especially in model identification and troubleshooting flow; Address accuracy errors in technical guidance (e.g., incorrect URLs, unsupported methods); Enhance communication clarity and empathy, particularly during high-stress calls

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130705	2026-05-25 12:27:06+00:00	1.30	INBOUND	EA7300	CONNECTIVITY	Customer to search for model number and find setup instructions online, despite being given an incorrect URL.
#TE00122939	2026-05-25 13:05:31+00:00	2.40	INBOUND	WHW01	CONNECTIVITY	Customer to verify modem internet connectivity (swap cable, test with another device) and contact ISP; case number provided for follow-up.
#LTS00057293	2026-05-25 15:44:33+00:00	3.00	INBOUND	WHW01	SETUP	Customer referred to TP-Link support hotline for further assistance with Deco mesh system.
#LTS00130230	2026-05-25 16:52:50+00:00	1.50	INBOUND	SPNMX55	CONNECTIVITY	None – call ended without resolution or redirection.
#LTS00130857	2026-05-26 13:17:10+00:00	3.00	INBOUND	EA7300	SETUP	Advised customer to contact Spectrum for on-site assistance; offered optional $15 paid support with no self-help alternative.
#LTS00101153	2026-05-26 14:05:09+00:00	1.10	INBOUND	WHW03	CONNECTIVITY	No resolution achieved. Agent did not confirm fix or establish a clear next step.
#LTS00101153	2026-05-26 14:25:19+00:00	1.50	OUTBOUND	WHW03	CONNECTIVITY	Customer to test the modem connection using a USB‑to‑Ethernet adapter or another device and contact the ISP if the issue persists.
#LTS00130179	2026-05-26 17:43:09+00:00	1.80	INBOUND	RE7000	SETUP	Relocate extender; paid support offered; customer may replace unit.
#LTS00070759	2026-05-26 18:01:01+00:00	1.80	INBOUND	MX5500	CONNECTIVITY	Customer to contact ISP (Spectrum) to register the Linksys router’s MAC address or adjust firewall settings; agent to follow up if needed.
#LTS00131018	2026-05-27 11:05:40+00:00	3.00	INBOUND	MBE7000	CONNECTIVITY	Customer to factory-reset the parent node, re-add it, send logs, and consider a recovery reset if drops continue.
#LTS00131024	2026-05-27 12:46:59+00:00	4.00	INBOUND	E2500	CONNECTIVITY	Provided recommendation (MR5500) with price range and ordering method.
#TE00092429	2026-05-27 15:02:42+00:00	3.10	INBOUND	MX8500	ACCESS	Escalated to Level 2; customer to send error screenshot via email; await callback within 24-48 hours.
#LTS00131054	2026-05-27 16:35:47+00:00	3.00	INBOUND	WHW03	CONNECTIVITY	Customer declined paid support and will attempt factory reset independently; no further action scheduled.
#LTS00095569	2026-05-27 17:24:47+00:00	1.50	INBOUND	LN1100	SETUP	No resolution achieved. Customer should access http://myrouter.local for further troubleshooting.
#LTS00125542	2026-05-27 18:19:14+00:00	1.40	INBOUND	RE7000	SETUP	None provided. Customer left to self-troubleshoot without clear guidance. Correct next steps should include: (1) Confirm router model to provide model-specific reset instructions, (2) Guide customer to perform a factory reset (hold reset button for 10-15 seconds), (3) Access admin page via http://192.168.1.1 or http://myrouter.local after reset.
#LTS00110405	2026-05-27 20:51:28+00:00	3.00	INBOUND	MR8300	CONNECTIVITY	No resolution provided. Customer stated she would call back. No next steps, KB articles, or escalation path offered.
#LTS00110405	2026-05-27 20:59:21+00:00	1.40	INBOUND	MR8300	CONNECTIVITY	No resolution. Incorrect advice given; issue unresolved.
#LTS00110405	2026-05-27 21:17:02+00:00	3.00	INBOUND	MR8300	CONNECTIVITY	Password reset completed; customer regained access to the router admin interface. Warranty start date updated to November 18, 2024.
#GI00131206	2026-05-28 12:19:44+00:00	3.00	INBOUND	—	ACCESS	Customer will call back when near the router; agent will assist with recovery key and password reset at that time.
#LTS00131208	2026-05-28 12:35:05+00:00	1.80	INBOUND	SPNMX57CF	SETUP	Customer to contact Community Fiber for hardware replacement of the faulty node.
#LTS00131214	2026-05-28 13:13:23+00:00	1.40	INBOUND	WHW01	SETUP	Customer advised to perform factory reset and use 'admin' as password; no successful login achieved or confirmed.
#LTS00131222	2026-05-28 13:44:37+00:00	3.00	INBOUND	E5350	CONNECTIVITY	Suggested factory reset or contacting ISP; no further steps taken.
#LTS00131020	2026-05-28 13:55:28+00:00	3.00	INBOUND	SPNMX55CF	CONNECTIVITY	None – agent provided no actionable recommendation or path forward.
#LTS00131065	2026-05-28 14:35:13+00:00	1.20	INBOUND	EA9300	SETUP	Agent incorrectly closed the call without confirming router configuration or internet connectivity.
#LTS00131264	2026-05-28 16:58:33+00:00	1.90	INBOUND	MX4200	CONNECTIVITY	No valid resolution achieved. Node reverted to red LED. Customer left without a confirmed fix or clear next step.
#LTS00131263	2026-05-28 19:08:52+00:00	1.20	INBOUND	MR8300	CONFIGURATION	Customer left with incorrect instructions to use 'Lynx app'; no valid resolution path provided.
#LTS00131298	2026-05-28 19:41:52+00:00	3.00	INBOUND	MX4200	CONNECTIVITY	Customer directed to online KB for self-help; paid support offered but declined.
#LTS00131305	2026-05-28 19:55:04+00:00	1.80	INBOUND	MX2000	SETUP	Customer to retry setup after reset; if issue persists, call back for further assistance.
#GI00131206	2026-05-28 23:01:13+00:00	3.20	INBOUND	MX2000	ACCESS	Router admin password reset completed; access to router and app restored.
#LTS00102579	2026-05-29 01:49:01+00:00	3.00	INBOUND	RE6500	CONNECTIVITY	Call sister-company number 1-800-203-446 within the next hour for support. No confirmation of callback or tracking provided.
#LTS00131392	2026-05-29 12:51:06+00:00	1.30	INBOUND	MX2000	SETUP	No valid resolution or next step was provided. The customer did not receive the promised troubleshooting guide and was left without a functional setup path.
#LTS00129010	2026-05-29 15:16:15+00:00	2.80	INBOUND	E900	CONNECTIVITY	Customer advised to purchase a newer router (MR2000 or MR5500) and may contact for paid support if needed. No self-help resources provided.
#LTS00094375	2026-05-29 15:30:51+00:00	3.30	INBOUND	MBE7000	SETUP	Nodes re‑paired and Wi‑Fi is working; advise 10‑minute wait before relocating nodes.
#LTS00077800	2026-05-29 16:33:29+00:00	3.90	INBOUND	MX6200	CONNECTIVITY	Admin password changed successfully; advise the customer to keep the new password safe.
#LTS00131436	2026-05-29 16:59:21+00:00	3.00	INBOUND	MX6200	CONNECTIVITY	Monitor Wi-Fi performance for 24–48 hours; reboot router if issues persist.
#LTS00011393	2026-05-29 17:08:10+00:00	3.10	INBOUND	MX6200	SETUP	Router appears functional post-reset with solid white light; customer believes internet is restored. Advised to monitor and contact support if issue recurs.
#LTS00131468	2026-05-29 19:08:34+00:00	3.00	INBOUND	WHW03	CONNECTIVITY	Advised customer to consult KB articles and consider paid support; no fix confirmed.
#LTS00131473	2026-05-29 19:31:40+00:00	1.30	INBOUND	MX5300	ACCESS	Customer to perform factory reset independently; no confirmation of fix or understanding.