dorothybelle.oraiz@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Calls Handled	Avg Handle Time	Top Product	Top Problem	Cases Documented	Cases Escalated
19	16m 57s	MR8300	SETUP	19	—

Work Mix Lens

Frontline-heavy week: 18 LTS queue calls vs 0 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	2.80	19
Protocol	1.80	19
Communication	2.20	19
Overall	2.20	19

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
WHW	2	37m 56s	2.80	1.50	2.00	2.50	Outlier: 3.5x weekly median handle time
MX	4	34m 15s	3.22	3.75	2.75	2.50	Outlier: 3.2x weekly median handle time
LN	1	19m 52s	2.60	2.00	1.00	2.00	Outlier: 1.9x weekly median handle time
EA	3	10m 43s	1.73	2.00	1.67	2.33
MR	6	8m 30s	2.08	3.67	1.33	2.00
OTHER	1	7m 27s	1.10	1.00	1.00	2.00
E	1	5m 1s	2.20	5.00	2.00	2.00

Key Observations

WHW is the slowest family at 37m 56s; outlier: 3.5x weekly median handle time.
MX is the slowest family at 34m 15s; outlier: 3.2x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
SETUP	8	15m 30s	2.10	2.80	1.60	2.10	✓
CONNECTIVITY	5	21m 23s	2.20	2.80	1.80	2.40	✓
ACCESS	3	6m 16s	1.50	3.00	1.30	2.00	✓
GENERAL INQUIRY	2	4m 18s	1.90	5.00	1.00	2.50	✓
CONFIGURATION	2	7m 37s	2.00	2.00	1.00	1.50	✓

Week-over-Week Movement

Overall moved down 0.23 vs. last week.
Accuracy moved up 0.37 vs. last week.
Communication moved up 0.18 vs. last week.
Average handle time moved down by 11m 19s.
Family swing: MX handle time moved down by 15m 25s vs. last week.
Family swing: MR handle time moved down by 6m 08s vs. last week.
Family swing: EA handle time moved up by 4m 13s vs. last week.

What Went Well

Accurate model identification and pairing guidance: Provided accurate, model-specific pairing instructions consistent with Linksys KB.
Customer contact information collection: Collected customer name, email, and phone number accurately despite phonetic delivery.

Growth Opportunities

Protocol adherence and technical accuracy: Failed to collect product model/serial number before offering support path. Provided incorrect reset duration (20 seconds instead of ~10 seconds).
Call flow and troubleshooting efficiency: Prematurely offered paid support before performing basic troubleshooting. No verification of modem configuration or WAN LED status.

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 (model/serial collection, reset durations, KB accuracy).
Enhance troubleshooting efficiency (modem checks, LED verification, direct UI access).
Reduce premature paid support offers before exhausting free self-help options.

Technical Accuracy

Improvement

Provided incorrect reset duration (20 seconds instead of ~10 seconds) for WHW03 Velop device, risking hardware confusion.

Improvement

Falsely claimed linksyssmartwifi.com is discontinued, contradicting KB guidance and misleading the customer.

Improvement

Failed to follow standard diagnostic flow for Wi-Fi drops; no modem check, power-cycle, or LED verification performed.

Improvement

Incorrectly stated that Wi-Fi 7 devices must be purchased in a three-pack and that old nodes lose app access when connected to a Wi-Fi 7 main node.

Strength

Successfully guided customer through 5-press pairing method, resulting in solid white LED confirmation on both child nodes.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve protocol adherence (model/serial collection, reset durations, KB accuracy).; Enhance troubleshooting efficiency (modem checks, LED verification, direct UI access).; Reduce premature paid support offers before exhausting free self-help options.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00131707	2026-06-01 21:56:26+00:00	2.20	INBOUND	E5400	SETUP	Customer needs to acquire and connect a proper ISP modem to the router's WAN port.
#LTS00131739	2026-06-02 00:20:08+00:00	2.80	INBOUND	MX8500	CONNECTIVITY	Advised customer to monitor performance; no confirmed fix. Next step: Verify WAN speed via modem-direct test.
#LTS00131747	2026-06-02 01:52:06+00:00	2.80	INBOUND	WHW03	SETUP	Wi-Fi network re-established; customer can now use the mesh system.
#LTS00131760	2026-06-02 02:54:55+00:00	1.10	INBOUND	VLP01	SETUP	Suggested watching a YouTube tutorial; no concrete steps, validation, or follow-up provided.
#LTS00131919	2026-06-02 21:17:44+00:00	2.80	INBOUND	MX6200	SETUP	Agent will arrange a follow‑up assistance session (via the provided case number) to perform the node‑addition procedure.
#GI00131926	2026-06-02 21:50:29+00:00	1.30	INBOUND	—	ACCESS	No valid resolution provided; customer remains unable to reset cloud account password.
#GI00131940	2026-06-02 22:52:33+00:00	1.80	INBOUND	—	GENERAL INQUIRY	No resolution; no next steps provided.
#GI00131940	2026-06-02 22:58:51+00:00	1.70	INBOUND	—	ACCESS	None – call ended without guidance.
#LTS00131949	2026-06-02 23:32:50+00:00	1.60	INBOUND	EA7300	ACCESS	Agent will email the customer detailed local‑access instructions; no immediate fix was achieved.
#LTS00131957	2026-06-03 00:22:53+00:00	2.80	INBOUND	MX6200	SETUP	Node paired successfully; customer confirmed solid white; advised to place node in final location.
#LTS00131293	2026-06-03 22:25:05+00:00	2.60	INBOUND	LN1200	CONNECTIVITY	Node re-joined mesh; customer advised to relocate and monitor. No follow-up scheduled despite mobility limitation and unresolved Wi-Fi name confirmation.
#GI00132137	2026-06-03 22:47:11+00:00	2.00	INBOUND	—	GENERAL INQUIRY	Advised customer to call Belkin support at 800-223-5546.
#LTS00132139	2026-06-03 22:52:59+00:00	4.50	INBOUND	MX6200	SETUP	Both child nodes are now paired and operational; case closed.
#LTS00132108	2026-06-03 23:03:33+00:00	2.20	INBOUND	MR8300	CONFIGURATION	Agent will email an alternate URL for router access; no confirmation of fix or follow-up timeframe provided.
#LTS00132143	2026-06-03 23:11:40+00:00	1.80	INBOUND	MR5500	CONNECTIVITY	None; call ended without engagement or plan.
#GI00132142	2026-06-03 23:19:13+00:00	1.80	INBOUND	—	SETUP	Customer will test modem connection, perform a factory reset, and reinstall the mesh via the app. No confirmation mechanism or follow-up was established.
#LTS00132143	2026-06-03 23:21:31+00:00	2.80	INBOUND	MR5500	CONNECTIVITY	Offered to email self‑help instructions; no technical fix applied.
#LTS00132108	2026-06-03 23:35:36+00:00	1.00	INBOUND	MR8300	CONFIGURATION	None – call ended without assistance.
#LTS00132108	2026-06-03 23:41:48+00:00	1.80	INBOUND	MR8300	CONFIGURATION	Call ended without resolution.
#LTS00132321	2026-06-04 21:26:54+00:00	2.90	INBOUND	MR6350	SETUP	Email sent with factory-reset instructions; customer to perform reset and reconfigure independently.
#LTS00132333	2026-06-04 22:46:32+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Customer to evaluate purchasing new nodes or a newer mesh system; no immediate fix applied.
#LTS00132335	2026-06-04 23:19:37+00:00	2.20	INBOUND	EA8300	CONNECTIVITY	Send factory-reset instructions to customer's email; customer to perform reset and reconfigure.
#LTS00132340	2026-06-04 23:35:39+00:00	1.40	INBOUND	EA8300	SETUP	Agent will email instructions for changing Wi-Fi credentials; no immediate resolution provided during the call.