albertdominic.roa@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Hybrid week: 0 LTS queue calls and 2 TE-owned calls.
• Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.

Scorecard

Where Time Goes

Product Families

Key Observations

• MR is one of the slowest families at 40m 34s.
• MX is one of the slowest families at 17m 58s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.45 vs. last week.
• Accuracy moved up 0.67 vs. last week.
• Protocol moved up 1.00 vs. last week.
• Communication moved up 0.89 vs. last week.
• Average handle time moved up by 1m 36s.
• Family swing: MR handle time moved up by 31m 42s vs. last week.

What Went Well

Accurately captured and verified ticket number TE00132422, confirmed customer contact details, and provided a clear callback timeframe.

#TE00132422

Growth Opportunities

Improve reset procedure accuracy for non-mesh devices

Instructed 5-press method on MR20EC, which is not supported; correct method is 10-second press of reset button.

#RR00013214

Next step: Verify device model before recommending resets—use 10-second press for Velop/Intelligent Mesh devices like MR20EC.

Strengthen call closure protocols

Failed to obtain any response from the customer before ending the call after minimal effort; no device details or troubleshooting guidance provided.

#TE00131245

Next step: Implement a structured engagement script—confirm issue, collect serial number, and offer at least one troubleshooting step or self-help resource before disconnecting.

Next Week's Focus

• Confirm device model first, then select reset procedure (e.g., 10-second press for MR20EC, 5-press for Cognitive Mesh).
• Use a closure checklist: Verify contact info, summarize issue, document serial number, and always leave a next-step option (callback, self-help link, or email follow-up).
• Reduce silence gaps by preparing concise troubleshooting scripts for common setups.
• Escalate with complete context: Include symptom timeline, LED states, and prior steps taken to accelerate L2 resolution.

Technical Accuracy

Improvement

Incorrect reset procedure guidance for MR20EC; 5-press method is not supported. Correct method is 10-second press of reset button.

#RR00013214

Improvement

Failed to obtain any response from the customer before ending the call after minimal effort. No device details or troubleshooting guidance provided.

#TE00131245

Strength

Effective escalation handling and customer communication.

#TE00132422

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131245 — Pending with Level 2

• What L1 saw: MX8500 child node disconnected, blinking red light. L1 attempted reset and provided sysinfo collection instructions, but customer did not respond.
• Why it escalated: Customer returned weeks later with unresolved issue; L1 could not confirm whether reset was performed or logs were provided.
• Related call chain: This was a repeat contact—initial closure by another L1 agent after a factory reset instruction without confirmation.
• What L2 did: Reviewed case history, identified missing sysinfo, and requested logs via email. L2 also prepared a sunset firmware isolation test to rule out hardware failure.
• Current state: Awaiting customer-provided logs; L2 scheduled a callback to guide the test.
• L1 learning points:

1. After reset instructions, confirm completion and gather LED status.

2. Document whether customer intends to proceed with diagnostics.

3. For unresolved cases, hand off with a clear “next step” note (e.g., “awaiting sysinfo”).

#TE00132422 — Resolved by Level 2

• What L1 saw: Customer unable to add new MX6200 node to existing mesh. L1 collected proof-of-purchase and escalated due to inability to pair.
• Why it escalated: L1 could not verify mesh topology or confirm whether node was in pairing mode.
• Related call chain: This was a follow-up to an earlier escalation where L1 had promised a callback that was not delivered.
• What L2 did: Remotely accessed the parent node, confirmed mesh firmware, and walked customer through pairing mode activation. L2 then re-added the node via the app, achieving solid blue status.
• Current state: Resolved—network functional with all nodes solid blue.
• L1 learning points:

1. For mesh pairing, confirm parent node is in “Pairing Mode” (blinking purple) before adding child.

2. Use the Linksys app to verify node status during troubleshooting.

3. Document topology details (number of nodes, parent model) in the case notes.

Coach Appendix

• Top trend: Protocol gaps in call closure and device-specific troubleshooting (e.g., reset procedures).
• Recurring pattern: Escalations often involve incomplete handoff notes—missing topology, LED status, or prior steps.
• Evidence: See Growth Opportunities and Escalation Lessons sections for specific quotes and case links.

This Week's Calls