dennis.gamolo@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 16 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

• MR is the slowest family at 63m 25s; outlier: 2.8x weekly median handle time.
• WHW is the slowest family at 59m 42s; outlier: 2.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 1.17 vs. last week.
• Accuracy moved down 3.29 vs. last week.
• Communication moved down 0.38 vs. last week.
• Average handle time moved up by 21m 30s.
• Family swing: MX handle time moved up by 21m 53s vs. last week.

What Went Well

1. Customer Information Collection

Consistently gathered full contact details and device specifications across multiple calls, enabling accurate case creation and follow-up.

> "May I have your first and your last name? How do you spell that? Your first name and your last name at gmail.com, right?"

#LTS00130583

1. Calm Tone During Complexity

Maintained professional composure even when customers expressed frustration or confusion, particularly in extended troubleshooting sessions.

> "I understand this is frustrating. Let’s work through this step by step together."

#LTS00132009

1. Escalation Awareness

Correctly identified cases requiring Level 2 support and initiated handoffs with clear context (e.g., warranty verification for RE7000).

Growth Opportunities

1. Technical Accuracy in Troubleshooting

What better looks like:

- Use model-specific reset durations (e.g., 10s for RE7000, not 30s).

- Provide correct support URLs (support.linksys.com, not www.linux.com or www.linxes.com).

- Verify WAN connectivity before router troubleshooting.

> "The default admin password for WHW03V2 is not 'admin' – it’s a unique 5-digit code."

#TE00132214

1. Protocol Adherence

What better looks like:

- Create HappyFox cases for all customer interactions unless explicitly declined.

- Document warranty status and model/serial upfront to avoid repeat contacts.

- Avoid PCI violations (e.g., never ask for full credit-card details over phone).

Next Week's Focus

1. Model-Specific Reset Guides

Memorize KB-approved reset steps for top models (MX, WHW, RE) – duration, button location, post-reset flow.

1. Pre-Escalation Data Checklist

Before escalating, confirm: model, serial, firmware, ISP status, and customer test results.

1. Self-Help Path Reinforcement

For out-of-warranty cases, offer free diagnostics (e.g., "Let’s try a quick reset together") before paid support.

1. WAN Baseline Verification

Always check modem/ONT status first in connectivity cases: solid DSL/Internet LED, upstream signal quality.

Technical Accuracy

Improvement

Incorrect reset duration (30s vs KB-specified 10s) for RE7000 caused failed setup attempts.

#LTS00132009

Improvement

Provided unsafe support URL www.linux.com instead of support.linksys.com.

#LTS00132014

Improvement

Stated default WHW03V2 admin password is "admin" (incorrect; unique 5-digit code required).

#TE00132214

Improvement

Claimed Linksys has no range extenders and mesh systems can’t work with extenders (contradicts KB).

#LTS00046073

Coaching Moments

Improvement

Transcript: "Your range extender appears to be out of warranty. After troubleshooting... we kindly request a copy of your purchase receipt."

Note: Warranty policy miscommunication blocked basic triage; receipt request should follow, not precede, functional testing.

#LTS00132009

Improvement

Transcript: "We don’t have range extender – the mesh system will only work to another mesh."

Note: Factually incorrect; RE series extenders are valid. Caused customer to abandon self-help.

#LTS00046073

Escalation Lessons: What L2 Did

#LTS00132009 — Resolved by Level 2

• What L1 saw: RE7000 extender flashing yellow/dark, no SSID, customer unable to connect.
• Why it escalated: L1 misapplied 30s reset (KB: 10s), skipped extender.linksys.com setup path, and blocked triage by demanding receipt upfront.
• What L2 did:

1. Verified extender was OOW via serial.

2. Guided customer to power-cycle, then access extender.linksys.com for setup.

3. Confirmed hardware fault after LED remained dark post-reset.

4. Issued RMA after receipt validation.

• L1 learning points:

1. Always attempt standard setup flow (extender.linksys.com) before reset.

2. Use KB-correct reset durations (10s for RE7000).

3. Separate warranty checks from functional troubleshooting.

#TE00132214 — Resolved by Level 2

• What L1 saw: WHW03 mesh nodes blinking red after storm, no internet.
• Why it escalated: L1 misdiagnosed with incorrect 5-press pairing, collected PCI-violating credit-card info, and failed to test WAN.
• What L2 did:

1. Validated ISP modem status (solid DSL light).

2. Performed node-by-node factory reset (20s hold).

3. Re-pair parent node via 5-press method (L1 had misapplied it).

4. Confirmed internet via node LEDs and client devices.

• L1 learning points:

1. Verify ISP equipment before node troubleshooting.

2. Never request credit-card details over phone.

3. Use model-specific pairing: 5-press for WHW03, not Pair button.

Coach Appendix

Internal use only – not for agent distribution

• Highest-signal trend: Technical inaccuracies (reset durations, URLs, passwords) directly caused escalations and customer frustration. Prioritize KB familiarity drills on MX/WHW/RE models.
• Recurring pattern: Protocol gaps – missing case creation, incomplete warranty checks, and PCI violations. Reinforce case-documentation habits and compliance refresher.
• Key evidence: Calls #LTS00132009, #TE00132214, and #LTS00046073 exemplify where model-specific knowledge and protocol adherence would have resolved issues at L1.

This Week's Calls