deneive.luar@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 29m 49s; outlier: 2.0x weekly median handle time.
• MX is the slowest family at 26m 40s; outlier: 1.8x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.16 vs. last week.
• Accuracy moved up 0.53 vs. last week.
• Protocol moved up 0.17 vs. last week.
• Average handle time moved up by 2m 45s.
• Family swing: WHW handle time moved up by 13m 47s vs. last week.

What Went Well

1. Accurate model identification

> Correctly identified product model as E1200 (#LTS00131645).

Consistent device recognition reduces misdiagnosis.

1. Customer information collection

> Full details captured: name, email, phone, serial (#LTS00132080).

Enables follow-up and warranty checks.

1. Empathy and closure

> "I understand this has been frustrating. Let’s get this resolved together." (#LTS00131678).

Builds trust and sets clear expectations.

Growth Opportunities

1. Technical accuracy in reset/procedure guidance

> Incorrectly advised a five-press reset on MX55EC3 (not supported). (#LTS00131666).

Next step: Use model-specific reset methods (e.g., 10s hold for MX55) and verify LED states before proceeding.

1. Resolution confirmation and next steps

> Ended calls without verifying fixes or providing self-help resources. (#LTS00132402).

Next step: Always confirm connectivity post-troubleshooting and email KB articles or chatbot links for continued support.

Next Week's Focus

1. Verify warranty status before declaring devices unsupported — avoid premature EOL declarations.
2. Use model-specific reset procedures (e.g., 10s hold for MX/EA series, Pair button for SPN).
3. Confirm resolution during the call — test connectivity and document outcomes.
4. Reduce filler language — practice concise, action-oriented instructions.

Technical Accuracy

Improvement

Incorrect 5-press pairing method used for MBE7000. KB specifies this method is only valid for certain mesh models, not MBE7000.

Ticket: #TE00057780

Improvement

Failed to offer any troubleshooting for an E1200 router with no internet connectivity. Agent incorrectly declared it end-of-life without verifying warranty or offering paid support.

Ticket: #LTS00131645

Improvement

Provided incorrect reset instructions for MX55EC3. Five-press reset is not supported on MX55 models per KB.

Ticket: #LTS00131666

Improvement

Provided incorrect IP address for accessing router admin UI. This is a major accuracy error.

Ticket: #LTS00076343

Improvement

Repeated incorrect reset and pairing instructions for SPNMX56. KB specifies Pair button, not 5-press.

Ticket: #LTS00132080

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00057780 — Pending with Level 2

• What L1 saw: MBE7000 mesh node disconnected, blue PN LED, failed 5-press pairing.
• Why it escalated: Persistent connectivity issue beyond L1 scope; L1 skipped basic diagnostics.
• What L2 did:

- Verified WAN status and cable connections.

- Performed firmware reflash via recovery key.

- Scheduled callback to confirm stability.

• Current state: Callback pending; L2 awaiting customer confirmation.
• L1 learning points:

1. Always check WAN/ISP status before mesh troubleshooting.

2. Use recovery key for MBE7000 resets, not 5-press.

3. Document LED states and firmware versions during diagnosis.

#TE00132292 — Resolved by Level 2

• What L1 saw: Request for TAA compliance documentation for LS310C switch.
• Why it escalated: L1 lacked compliance documentation and did not create a formal case.
• What L2 did:

- Located and provided TAA compliance certificate.

- Added documentation to HappyFox for future reference.

• Current state: Resolved; customer received documentation.
• L1 learning points:

1. For government-related requests, escalate immediately and document in HappyFox.

2. Maintain a library of compliance documents for common products.

3. Always confirm ticket creation for formal requests.

Coach Appendix

• Weekly trend: WHW and MX families drive prolonged handle times and lower accuracy scores. Focus on model-specific troubleshooting scripts and LED validation checklists.
• Key pattern: Repeated reliance on emailing steps without in-call resolution. Practice confirming fixes and providing real-time guidance.
• Critical quote governance: All transcript excerpts and coaching moments must be verbatim from provided data; no reconstruction allowed.

This Week's Calls