gerlie.miguello@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 |
|---|---|---|---|---|---|
| 31 | 22m 26s | MX4200 | SETUP | 30 | 5 |
Work Mix Lens
- Frontline-heavy week: 30 LTS queue calls vs 5 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
- Merged HappyFox agent aliases: Gerlie Miguello, gerlie.miguello@concentrix.com
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.10 | 31 |
| Protocol | 2.00 | 31 |
| Communication | 2.30 | 31 |
| Overall | 2.40 | 31 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| E | 1 | 54m 10s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 2.0x weekly median handle time |
| OTHER | 1 | 47m 17s | 2.80 | 3.00 | 2.00 | 3.00 | Outlier: 1.7x weekly median handle time |
| MX | 11 | 41m 19s | 2.39 | 1.91 | 1.73 | 2.18 | Outlier: 1.5x weekly median handle time |
| SPN | 12 | 27m 30s | 2.29 | 2.00 | 1.92 | 2.17 | |
| WHW | 7 | 19m 7s | 2.57 | 2.14 | 2.43 | 2.57 | |
| EA | 2 | 14m 27s | 2.50 | 2.50 | 1.50 | 2.50 | |
| MR | 1 | 6m 8s | 4.00 | 5.00 | 2.00 | 2.00 |
Key Observations
- E is the slowest family at 54m 10s; outlier: 2.0x weekly median handle time.
- OTHER is the slowest family at 47m 17s; outlier: 1.7x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 10 | 36m 46s | 2.20 | 1.80 | 1.90 | 2.30 | ✓ |
| ACCESS | 7 | 20m 51s | 2.20 | 1.70 | 1.90 | 2.30 | ✓ |
| CONNECTIVITY | 9 | 28m 10s | 2.40 | 2.00 | 2.00 | 2.30 | |
| CONFIGURATION | 2 | 25m 15s | 1.30 | 1.00 | 1.50 | 2.00 | ✓ |
Week-over-Week Movement
- Overall moved up 0.26 vs. last week.
- Accuracy moved up 0.17 vs. last week.
- Protocol moved up 0.27 vs. last week.
- Average handle time moved up by 6m 58s.
- Family swing: E handle time moved up by 39m 18s vs. last week.
- Family swing: OTHER handle time moved up by 37m 28s vs. last week.
- Family swing: MX handle time moved up by 15m 03s vs. last week.
What Went Well
- Customer Contact Collection: Collected customer name, email, phone, and serial number accurately in multiple calls (e.g., call_id: 623124a2-5f4e-11f1-810c-42010a623f91, 684a97c6-60d7-11f1-993f-42010a62006f).
- Self-Help Guidance: Provided step-by-step guides via email for out-of-warranty customers (e.g., call_id: 43c66430-5db6-11f1-bd7d-42010a62006f, 52349876-5f54-11f1-93dd-42010a62006f).
Growth Opportunities
- Technical Accuracy Failures: Provided incorrect technical instructions, such as wrong pairing methods (5-press instead of Pair button), incorrect IP addresses ([REDACTED_PHONE] instead of [REDACTED_PHONE]), and misstated LED states (e.g., call_id: 4e986716-5dcd-11f1-825d-42010a62006f, d0c71730-60f4-11f1-b2c3-42010a62006f).
- Protocol Adherence Gaps: Failed to follow standard troubleshooting protocols, such as verifying warranty status, confirming device connectivity, or validating serial numbers before proceeding (e.g., call_id: 75e46396-5da6-11f1-83f8-42010a623f91, 915eaa5e-5f64-11f1-ac40-42010a623f91).
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve technical accuracy in pairing/reset methods and IP address guidance.
- Enhance protocol adherence for warranty verification and device connectivity checks.
- Reduce PCI compliance risks and avoid collecting sensitive payment information over the phone.
Technical Accuracy
Improvement
Incorrectly applied 5-press pairing method to MX8500, which does not support this feature. Correct method is Pair button or app/web add-node (call_id: 4e986716-5dcd-11f1-825d-42010a62006f).
Improvement
Incorrect IP address guidance for SPNMX55 device; customer could not access router UI.
Improvement
Materially incorrect information about app availability; contradicts KB and creates customer confusion.
Improvement
PCI compliance violation: collected sensitive payment information over the phone.
Strength
Successfully guided customer through recovery-key password reset and local UI access for MX6200, restoring admin access (call_id: 623124a2-5f4e-11f1-810c-42010a623f91).
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
— — Resolved
- Call Outcome: Nodes are online; no further action taken. Advised to monitor and contact support if issue recurs.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-01 16:49:32', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Call back Able to talk cx TS: Move the nodes Nodes stays flashing red Access UI UI’s not accessible again Nodes stays flashing red Already reached the threshold Inform cx that the case will be escalated to L2 Approved by miss Jane'}, {'timestamp': '2026-06-01 16:52:39', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Call reach the threshold. Paid connect'}, {'timestamp': '2026-06-01 16:53:56', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-01 17:14:32', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-01 18:58:08', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 1:24 AM MNL 6/2/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer Customer answer Opening spiel Available – Yes Verify the issue Cnode is not connected Customer is saying something But his no longer responding Idle spiel Warning spiel End call Callback: 1:29 AM MNL 6/2/2026 Dial number - [REDACTED_PHONE] / [REDACTED_PHONE] Customer answer Customer is using wifi calling Cnodes are now close to the pnode LED: Solid blue I ask for the distance of each cnodes location A...'}, {'timestamp': '2026-06-02 15:13:52', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 10:26 PM MNL 6/2/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer Following up a callback As per connection of the parent and cnode 1 is all good and both shows solid blue But the cnode 2 is solid yellow LAY TS PLAN Inform customer what TS we need to do But customer requested to used a different phone number that I am calling since we having issue with the one being used Acknowledge customer Requested another callback using a different number Dial number: [REDACTED...'}, {'timestamp': '2026-06-03 12:28:51', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
— — Resolved
- Call Outcome: Customer will try accessing the router at http://192.168.1.1 tomorrow; call back if the issue persists.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-03 15:30:05', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-06-03 18:02:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Claimed case from CAT Escalation queue.'}, {'timestamp': '2026-06-03 18:02:21', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-04 18:34:44', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-04 21:14:42', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00132021 Nancy Perlson [REDACTED_EMAIL] [REDACTED_PHONE] MX4200 38U10M39A16996 Consolidated Communications - this was an endorsed ticket - callback time at 1:40 am MNL - the phone rings - heard the auto callback disclaimer - she was able to answer the call - she said that the nodes are not plugged - it is in the another location - she has to go there first - she thought of connecting the original parent node to the modem - the call got disconnected'}, {'timestamp': '2026-06-04 21:24:38', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': "- callback - they upgraded the internet to a higher speed - they got a new modem and a router - bypassed the router that they provided - parent node is wired to the modem - modem: Adtran SDX632V - advised her to connect first a computer straight to the modem - there's no internet - IPv4 address: [REDACTED_PHONE] - default gateway: [REDACTED_PHONE] - parent node wired to the modem: - 38U10M39A13699 - have her open a browser the log on to [REDACTED_PHONE] - was routed to the download the app page...."}, {'timestamp': '2026-06-04 21:24:44', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
— — Resolved
- Call Outcome: Escalated to L2 support; ticket LTS 132003 created; customer advised to await callback.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-03 12:05:38', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-03 14:32:33', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback | claimed case from the queue'}, {'timestamp': '2026-06-03 14:32:34', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-03 14:32:42', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "CAT Callback: 10:31 PM MNL 6/3/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer Routed to VM I wasn't able to leave a message Call was ended"}, {'timestamp': '2026-06-03 15:15:07', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'CAT Callback: 11:13 PM MNL 6/3/2026 Dial number - [REDACTED_PHONE]/ Ringing Callback disclaimer Routed to automated system Call ended on its own'}, {'timestamp': '2026-06-03 15:16:30', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved | Hi, Shree Basantha, We would like to inform you that your case has been escalated to our higher support team for further assistance. We have been attempting to reach you via callback; however, we have not been successful in getting through. To ensure that we can proceed with assisting you, please let us know your preferred availability, including your preferred date and time for a callback. Once we receive your availability, we will arrange for a representative to...'}]
- Current Status: Resolved
— — Resolved
- Call Outcome: No resolution; recommend verifying PC is on correct SSID, disabling VPN and custom DNS, clearing browser cache, and accessing myrouter.info or 192.168.1.1.
- Current Status: Resolved
— — Escalated
- Call Outcome: Escalated to L2 for advanced mesh pairing investigation.
- Level 2 Resolution Steps: [{'timestamp': '2026-06-05 17:45:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}]
- Current Status: Escalated
Coach Appendix
Weekly pattern unavailable.
Focus points: Improve technical accuracy in pairing/reset methods and IP address guidance.; Enhance protocol adherence for warranty verification and device connectivity checks.; Reduce PCI compliance risks and avoid collecting sensitive payment information over the phone.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131561 | 2026-06-01 10:16:22+00:00 | 1.40 | INBOUND | SPNMX55GC | CONFIGURATION | No resolution; advised customer to contact ISP (incorrect). |
| #LTS00131563 | 2026-06-01 10:41:34+00:00 | 1.40 | INBOUND | SPNMX57CF | ACCESS | Customer instructed to call back when at home for further troubleshooting, but no specific steps or environment checks were provided. |
| #LTS00131575 | 2026-06-01 12:16:34+00:00 | 3.00 | INBOUND | SPNMX42GC | ACCESS | Agent logged the issue for internal escalation; no technical fix or self-help guidance was provided during the call. |
| #LTS00131580 | 2026-06-01 12:34:42+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Agent emailed step-by-step reset and setup guides; customer to attempt reset and reconfiguration independently. Paid support option was offered but declined. |
| #LTS00131563 | 2026-06-01 13:57:56+00:00 | 3.00 | INBOUND | SPNMX57CF | ACCESS | No resolution; customer was advised to consider a full mesh reset, but no validated path was provided. |
| #LTS00131563 | 2026-06-01 14:10:44+00:00 | 1.50 | INBOUND | SPNMX57CF | ACCESS | None provided; call ended without guidance. |
| #LTS00131605 | 2026-06-01 14:26:32+00:00 | 3.00 | INBOUND | EA6350 | CONNECTIVITY | Send free step‑by‑step guide to the customer's email and have the customer perform a router reset and re‑configuration. |
| #TE00131625 | 2026-06-01 15:19:39+00:00 | 2.80 | INBOUND | MX8500 | CONNECTIVITY | Nodes are online; no further action taken. Advised to monitor and contact support if issue recurs. |
| #LTS00121812 | 2026-06-01 15:54:13+00:00 | 2.80 | INBOUND | MX4200 | SETUP | Agent will email the customer a self-help guide; no technical fix confirmed on the call. |
| #LTS00131648 | 2026-06-01 17:08:20+00:00 | 2.10 | INBOUND | WHW03 | CONNECTIVITY | Ticket LTS00 created; customer advised to consider paid support or reset the node; no speed improvement confirmed. |
| #LTS00073635 | 2026-06-02 01:45:41+00:00 | 1.80 | INBOUND | E8450 | CONNECTIVITY | Callback scheduled for Wednesday 7 pm to continue troubleshooting. |
| #LTS00131797 | 2026-06-02 10:21:18+00:00 | 2.80 | INBOUND | MX4200 | SETUP | All nodes are online and internet is functional; no further action required. |
| #LTS00131801 | 2026-06-02 11:24:31+00:00 | 1.70 | INBOUND | WHW0301GC | SETUP | Issue unresolved; advise escalation to Tier 2 with proper SPNMX mesh setup steps. |
| #LTS00131807 | 2026-06-02 12:39:39+00:00 | 2.80 | INBOUND | SPNMX56CF | ACCESS | Customer to contact Community Fibre for device replacement; agent supplied ticket number for reference. |
| #LTS00131837 | 2026-06-02 15:30:03+00:00 | 2.80 | INBOUND | A0303 | CONNECTIVITY | Nodes returned to solid blue; advised to wait for network to stabilize and test connectivity. |
| #TE00132021 | 2026-06-02 19:35:22+00:00 | 2.80 | INBOUND | MX4200 | SETUP | Customer will try accessing the router at http://192.168.1.1 tomorrow; call back if the issue persists. |
| #TE00132003 | 2026-06-03 10:33:21+00:00 | 2.10 | INBOUND | SPNM60CF | SETUP | Escalated to L2 support; ticket LTS 132003 created; customer advised to await callback. |
| #LTS00132013 | 2026-06-03 13:16:08+00:00 | 2.90 | INBOUND | MX6200 | ACCESS | Admin password reset completed; customer can now manage router via local web UI. Remote app access remains unavailable. No further support path provided. |
| #LTS00132017 | 2026-06-03 13:58:38+00:00 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Agent will email a step-by-step guide for resetting and re-configuring the mesh system. |
| #TE00132021 | 2026-06-03 14:10:16+00:00 | 1.90 | INBOUND | MX4200 | SETUP | Escalated to second-level support for advanced troubleshooting; customer to be called back. |
| #LTS00132044 | 2026-06-03 15:54:56+00:00 | 2.00 | INBOUND | EA8300 | CONFIGURATION | Promised to send step-by-step guide via email; customer received a malformed link and did not confirm resolution. |
| #LTS00132204 | 2026-06-04 11:38:06+00:00 | 1.80 | INBOUND | SPNMX55GC | ACCESS | No resolution; recommend verifying PC is on correct SSID, disabling VPN and custom DNS, clearing browser cache, and accessing myrouter.info or 192.168.1.1. |
| #LTS00132211 | 2026-06-04 12:20:02+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Agent will email a detailed reset and re‑configuration guide to the customer. |
| #LTS00132222 | 2026-06-04 15:01:05+00:00 | 2.00 | OUTBOUND | MX6200 | CONNECTIVITY | Customer applied SSID name changes but lost router connection afterward. Admin login issue unresolved. No follow-up path established. |
| #LTS00132248 | 2026-06-04 15:10:49+00:00 | 2.80 | INBOUND | SPNM60CF | ACCESS | Perform node resets, access UI via browser, configure Wi-Fi bands, then relocate nodes and allow 2‑3 minutes for reconnection. |
| #LTS00132271 | 2026-06-04 16:40:16+00:00 | 2.90 | INBOUND | MX6200 | CONNECTIVITY | Node successfully re-added to mesh and confirmed online in app. Internet connectivity restored on customer's computer. |
| #LTS00132377 | 2026-06-05 10:03:53+00:00 | 1.10 | INBOUND | MX4200 | SETUP | Agent advised purchasing a different router model; no technical fix or self-help path was provided. |
| #LTS00132382 | 2026-06-05 10:57:43+00:00 | 2.80 | INBOUND | SPNMX56CF | SETUP | Node successfully added back to the mesh; advise to move it to the desired location and wait 2-3 minutes for it to reconnect. |
| #LTS00132385 | 2026-06-05 11:28:31+00:00 | 2.80 | INBOUND | WHW0301GC | ACCESS | Agent will email a detailed reset and node-addition guide; customer to return incompatible node and perform reset over the weekend. |
| #LTS00132387 | 2026-06-05 12:09:30+00:00 | 2.80 | INBOUND | MX4200 | SETUP | Customer to follow the emailed guide to complete router setup and add child nodes. |
| #LTS00132404 | 2026-06-05 13:26:50+00:00 | 1.90 | INBOUND | SPNM60TB | SETUP | Customer to factory-reset each node and add them via the web interface; no verification, follow-up, or case logging performed. |
| #LTS00132404 | 2026-06-05 13:54:31+00:00 | 3.00 | INBOUND | SPNM60TB | SETUP | Node added successfully; customer will add remaining nodes independently. |
| #LTS00132407 | 2026-06-05 14:29:44+00:00 | 2.80 | INBOUND | WHW01 | ACCESS | Agent will email a step-by-step guide (charged $15) and advised a hard reset. No confirmed fix. |
| #LTS00132395 | 2026-06-05 14:49:22+00:00 | 4.00 | INBOUND | MR6350 | SETUP | Phone connected after using the correct case-sensitive password. |
| #TE00132422 | 2026-06-05 15:40:01+00:00 | 1.50 | INBOUND | MX6200 | CONNECTIVITY | Escalated to L2 for advanced mesh pairing investigation. |