charm.awitan@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

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

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 28m 2s; outlier: 2.4x weekly median handle time.
• MX is the slowest family at 27m 41s; outlier: 2.4x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Protocol moved up 0.24 vs. last week.
• Average handle time moved up by 3m 18s.
• Family swing: WHW handle time moved up by 15m 03s vs. last week.
• Family swing: MR handle time moved up by 8m 45s vs. last week.
• Family swing: MX handle time moved up by 7m 30s vs. last week.

What Went Well

1. Accurate model/serial collection

> “Model number is MR7350. Serial number is 45T11M14B01722.”

#LTS00131624

1. Patient, empathetic communication

> “I understand this is frustrating. Let’s walk through the reset together.”

#LTS00131588

1. Effective self-help guidance

> “I’ll email step-by-step instructions for accessing the router locally.”

#LTS00131624

Growth Opportunities

1. Avoid materially incorrect technical guidance

> “You can connect fiber directly to the MX8500 router.” (Incorrect — requires ONT)

#GI00131618

Next step: Always verify fiber setup requires an ONT per KB; never advise direct wall-to-router connections.

1. Perform baseline troubleshooting before escalation

> “I’ll escalate to Level 2 without checking WAN/LED status.”

#LTS00131693

Next step: Run power cycles, verify WAN cable/LEDs, and attempt factory resets before offering paid support or escalation.

Next Week's Focus

• Verify WAN connectivity first in all connectivity cases (cable, modem lights, speed tests).
• Use model-specific reset procedures (e.g., 15s for MBE7000, 10s for MR series).
• Avoid premature escalation — exhaust free troubleshooting steps and provide self-help resources.
• Document serial numbers and warranty status on every call to enable accurate support paths.

Technical Accuracy

Improvement

Call ID: f13738d8-5dca-11f1-85b5-42010a62006f

Note: Incorrectly stated fiber can connect directly to MX8500. MX8500 requires an ONT per KB; this misguidance risks customer errors.

#GI00131618

Improvement

Call ID: 04a8a03e-5eaa-11f1-bf23-42010a623f91

Note: Applied 5-press pairing to MX4200, which only supports Pair button/web UI. Caused failed setup and customer confusion.

#LTS00131873

Improvement

Call ID: 902feb46-5ea3-11f1-9f8b-42010a623f91

Note: Advised 5-press reset on MR20EC (Intelligent Mesh), which requires 10s hold until LED blinks fast. Led to incomplete reset.

#LTS00131860

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00023348 — Resolved by Level 2

• What L1 saw: MX6200 with intermittent disconnects, solid red LED, Comcast ISP.
• Why it escalated: Multiple L1 attempts failed to resolve; L2 needed advanced diagnostics.
• What L2 did:

- Verified WAN via modem reboot and cable reseat.

- Performed full factory reset and reconfiguration.

- Confirmed firmware compatibility and updated if needed.

• Current state: Resolved after L2 validation.
• L1 learning points:

1. Always check WAN/LED status before escalation.

2. For MX6200 red LED, try 15s factory reset + re-pair.

3. Document ISP and topology details early to accelerate L2 handoff.

Coach Appendix

• Weekly trend: High handle times on WHW/MX families correlate with lower protocol scores. Focus on standardizing WAN/LED checks and reset procedures for these products.
• Key pattern: Premature escalation and incorrect technical guidance (fiber, reset methods) are recurring. Reinforce KB adherence and baseline troubleshooting before escalation.
• Evidence: See Growth Opportunities and Technical Accuracy sections for specific call examples.

This Week's Calls