jeraldjun.villanubos@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 |
|---|---|---|---|---|---|
| 37 | 21m 43s | MX5500 | CONNECTIVITY | 37 | — |
Work Mix Lens
- Frontline-heavy week: 44 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 | 2.24 | 37 |
| Protocol | 1.62 | 37 |
| Communication | 2.11 | 37 |
| Overall | 2.05 | 37 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 11 | 36m 8s | 2.12 | 1.55 | 1.64 | 2.18 | Outlier: 2.1x weekly median handle time |
| MR | 8 | 34m 11s | 2.10 | 2.50 | 1.50 | 2.25 | Outlier: 2.0x weekly median handle time |
| E | 2 | 27m 14s | 2.10 | 2.50 | 2.00 | 1.50 | Outlier: 1.6x weekly median handle time |
| EA | 15 | 18m 59s | 1.95 | 2.33 | 1.20 | 1.87 | |
| SPN | 1 | 17m 13s | 2.80 | 2.00 | 2.00 | 2.00 | |
| RE | 2 | 12m 41s | 1.75 | 1.50 | 2.00 | 2.50 | |
| LN | 1 | 11m 4s | 1.80 | 3.00 | 2.00 | 2.00 | |
| WHW | 3 | 8m 34s | 2.27 | 3.67 | 2.00 | 2.33 | |
| WRT | 1 | 6m 39s | 1.60 | 1.00 | 1.00 | 2.00 |
Key Observations
- MX is the slowest family at 36m 8s; outlier: 2.1x weekly median handle time.
- MR is the slowest family at 34m 11s; outlier: 2.0x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| ACCESS | 9 | 17m 7s | 1.82 | 2.33 | 1.44 | 2.00 | ✓ |
| CONNECTIVITY | 16 | 21m 48s | 1.96 | 2.00 | 1.62 | 2.06 | ✓ |
| SETUP | 7 | 26m 28s | 2.20 | 2.43 | 1.71 | 2.29 | ✓ |
| CONFIGURATION | 5 | 25m 10s | 2.20 | 2.00 | 1.80 | 2.20 | ✓ |
Week-over-Week Movement
- Accuracy moved up 0.65 vs. last week.
- Average handle time moved up by 2m 58s.
- Family swing: WRT handle time moved down by 33m 55s vs. last week.
- Family swing: MR handle time moved up by 17m 55s vs. last week.
- Family swing: E handle time moved up by 16m 04s vs. last week.
What Went Well
- Customer Information Collection: Collected model number, serial number, and customer details in multiple calls (e.g., call_id: 8d18f8a8-5ddb-11f1-be64-42010a623f91, 61829728-5eb0-11f1-a32e-42010a62006f).
- Resolution Confirmation: Confirmed resolution by guiding customers to verify connectivity (e.g., call_id: 58172176-6131-11f1-b2c3-42010a62006f, 3317b49a-612b-11f1-8b9b-42010a623f91).
Growth Opportunities
- Technical Accuracy and Protocol Adherence: Provided incorrect technical guidance (e.g., wrong IP address, incorrect reset procedures, misidentified product models) across multiple calls (e.g., call_id: c81cc206-5dd4-11f1-a6c7-42010a62006f, 5323d478-5df5-11f1-be95-42010a62006f).
- Call Control and Communication Clarity: Repeated unclear instructions, long silences, and failure to confirm resolution steps (e.g., call_id: dc85d940-5f9a-11f1-9fd3-42010a623f91, db3e6934-6103-11f1-89e7-42010a62006f).
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 and adherence to KB guidance.
- Enhance call control and clarity in communication.
- Verify warranty status before offering paid support.
- Provide correct model-specific troubleshooting steps.
Technical Accuracy
Improvement
Provided incorrect IP address ([REDACTED_PHONE]) for router login in call_id c81cc206-5dd4-11f1-a6c7-42010a62006f, contradicting KB guidance.
Improvement
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
Improvement
Failed to provide factory reset instructions for EA7430 in call_id 154356ba-5eae-11f1-97cf-42010a62006f despite customer request.
Improvement
Incorrectly stated that Linksys cloud server is discontinued in call_id 61829728-5eb0-11f1-a32e-42010a62006f, contradicting KB.
Improvement
Provided incorrect admin URL (myrouter.info) for MR7500 in call_id 707210b0-5f64-11f1-bd7e-42010a623f91, correct URL is myrouter.local.
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 technical accuracy and adherence to KB guidance.; Enhance call control and clarity in communication.; Verify warranty status before offering paid support.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131633 | 2026-06-01 16:13:09+00:00 | 2.80 | INBOUND | MX5500 | ACCESS | Admin password reset using recovery key; WAN cable reconnected to Internet port; network restored. |
| #LTS00095544 | 2026-06-01 16:21:14+00:00 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | Agent recommended purchasing a new router due to suspected hardware failure; no fix confirmed. |
| #LTS00131642 | 2026-06-01 17:01:37+00:00 | 1.80 | INBOUND | LN11011202 | ACCESS | None provided. |
| #LTS00131670 | 2026-06-01 18:46:25+00:00 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | No resolution provided; agent offered paid support but did not proceed. |
| #LTS00131680 | 2026-06-01 20:06:06+00:00 | 1.40 | INBOUND | MR7500 | CONNECTIVITY | Speed test on temporary network showed good performance; agent assumed issue resolved. No verification on final network or long-term stability. Customer closed call without confirmation. |
| #LTS00131727 | 2026-06-01 22:54:30+00:00 | 2.20 | INBOUND | EA6100 | CONNECTIVITY | Partial connectivity restored on iPad via 5 GHz network; customer advised router may be obsolete and to consider replacement. No follow-up scheduled. |
| #LTS00118051 | 2026-06-01 23:01:19+00:00 | 1.80 | INBOUND | EA7200 | CONNECTIVITY | None; call ended without assistance. |
| #LTS00118051 | 2026-06-02 00:37:49+00:00 | 1.10 | INBOUND | EA7200 | CONNECTIVITY | None; call ended without assistance. |
| #LTS00131865 | 2026-06-02 17:16:11+00:00 | 2.80 | INBOUND | SPNMX20CF | CONFIGURATION | SSID renamed; customer observed new network and connected. No confirmation of stable dual-band operation or proper configuration. |
| #LTS00131877 | 2026-06-02 18:08:39+00:00 | 1.30 | INBOUND | EA7430 | ACCESS | None provided. Customer left without instructions or confirmed path forward. |
| #LTS00131877 | 2026-06-02 18:25:06+00:00 | 1.10 | INBOUND | EA7430 | ACCESS | Agent promised to email instructions; no valid recovery method provided. |
| #LTS00131885 | 2026-06-02 19:01:01+00:00 | 1.80 | INBOUND | EA7450 | CONNECTIVITY | Advised customer to contact ISP; no technical fix confirmed or self-help resources provided. |
| #LTS00131901 | 2026-06-02 20:00:15+00:00 | 1.30 | INBOUND | EA9300 | ACCESS | No resolution; agent falsely claimed customer had logged in and ended call without validating access or providing correct recovery steps. |
| #LTS00131911 | 2026-06-02 20:51:10+00:00 | 1.00 | INBOUND | EA6100 | CONNECTIVITY | not_fixed |
| #LTS00131911 | 2026-06-02 21:07:17+00:00 | 2.80 | INBOUND | EA6100 | CONNECTIVITY | Agent will email a self‑help troubleshooting guide (not confirmed). |
| #LTS00131924 | 2026-06-02 21:43:14+00:00 | 1.40 | INBOUND | RE6400 | CONNECTIVITY | Offered $15 paid-support service; no technical guidance or self-help resources provided. |
| #LTS00131928 | 2026-06-02 22:49:11+00:00 | 2.80 | INBOUND | MX6200 | SETUP | Both devices now show solid white LEDs; issue appears resolved. |
| #LTS00131945 | 2026-06-02 23:21:06+00:00 | 2.80 | INBOUND | E7350 | CONNECTIVITY | Offered $15 paid support; customer declined. Ticket #00131945 created for reference. No technical resolution or self-help path provided. |
| #LTS00131928 | 2026-06-03 00:27:04+00:00 | 1.80 | INBOUND | MX6200 | SETUP | Agent advised to change SSID first, then set bridge mode, but did not verify success; follow‑up needed. |
| #LTS00132042 | 2026-06-03 15:54:01+00:00 | 1.80 | INBOUND | MR7500 | CONFIGURATION | Issue remains unresolved; recommend proper Access Point/Bridge mode configuration or use a dedicated range extender; consider further support or replacement. |
| #LTS00132085 | 2026-06-03 18:08:16+00:00 | 2.00 | INBOUND | WHW03 | CONNECTIVITY | Offered paid out‑of‑warranty support; no technical resolution provided. |
| #LTS00132091 | 2026-06-03 18:42:43+00:00 | 2.10 | INBOUND | RE7350 | SETUP | Customer ended call without resolution, planning to contact AVG support. Agent offered no further troubleshooting or escalation path. |
| #LTS00132099 | 2026-06-03 19:14:07+00:00 | 2.80 | INBOUND | EA7200 | CONNECTIVITY | Customer declined paid support; no further action taken. |
| #LTS00132102 | 2026-06-03 19:20:41+00:00 | 1.80 | INBOUND | MR2000 | SETUP | No resolution; agent did not provide any next steps. |
| #LTS00132102 | 2026-06-03 19:24:34+00:00 | 2.60 | INBOUND | MR2000 | SETUP | Agent requested receipt via email to update warranty; no further setup steps were provided. Customer believes device is working but setup was not formally completed. |
| #LTS00132113 | 2026-06-03 19:56:26+00:00 | 1.60 | INBOUND | WRT32X | CONFIGURATION | Agent promised to email a custom guide but did not provide immediate steps or confirm resolution. |
| #LTS00076979 | 2026-06-03 22:23:35+00:00 | 1.10 | INBOUND | MX5300 | CONNECTIVITY | Offered paid support and directed to support.lg.com; no technical resolution provided. |
| #LTS00132267 | 2026-06-04 16:37:20+00:00 | 2.30 | INBOUND | MR7320 | CONNECTIVITY | Agent offered a callback; no technical fix applied. |
| #LTS00132284 | 2026-06-04 17:56:57+00:00 | 3.00 | INBOUND | WHW03 | CONFIGURATION | Offered to email the mesh setup guide; customer may attempt self‑setup. |
| #LTS00132288 | 2026-06-04 18:04:18+00:00 | 1.40 | INBOUND | E7350 | SETUP | Internet access confirmed on mobile device; customer advised to contact ISP to verify if modem supports multiple active Ethernet ports for router and laptop use. |
| #LTS00097607 | 2026-06-04 19:22:23+00:00 | 2.00 | INBOUND | MX2000 | SETUP | Customer advised to recheck Ethernet connection and repeat power cycle; no further action or escalation provided. |
| #LTS00097607 | 2026-06-04 19:43:09+00:00 | 2.00 | OUTBOUND | MX2000 | SETUP | Agent advised customer to contact Verizon to confirm Wi-Fi password and gateway configuration. No further support steps provided. |
| #LTS00132308 | 2026-06-04 19:50:54+00:00 | 1.10 | INBOUND | MR9610 | ACCESS | None; call ended without fix or actionable guidance. |
| #LTS00132326 | 2026-06-04 22:03:26+00:00 | 1.60 | INBOUND | MX4200 | CONNECTIVITY | No resolution achieved. Advised customer to verify node placement and contact support if red node persists. |
| #LTS00132419 | 2026-06-05 15:29:30+00:00 | 3.00 | INBOUND | MR2000 | SETUP | Customer confirmed internet working on computer and TV. Agent provided goodwill support despite out-of-warranty status and no receipt received during call. |
| #LTS00132439 | 2026-06-05 17:27:41+00:00 | 1.20 | INBOUND | EA7430 | ACCESS | No resolution; customer hung up after declining reset and expressing dissatisfaction. |
| #LTS00132446 | 2026-06-05 18:12:26+00:00 | 2.80 | INBOUND | MX2000 | CONNECTIVITY | Advised customer to contact ISP for possible modem fault; no further action taken by Linksys. |
| #LTS00121635 | 2026-06-05 18:26:00+00:00 | 1.80 | INBOUND | MX6200 | CONNECTIVITY | Customer advised to monitor performance and consider purchasing additional nodes if issues persist; no concrete self-help path or follow-up scheduled. |
| #LTS00132460 | 2026-06-05 19:30:51+00:00 | 2.80 | INBOUND | EA6400 | ACCESS | Customer instructed to factory‑reset the router to regain admin access; agent offered to email step‑by‑step instructions. |
| #LTS00132471 | 2026-06-05 20:16:41+00:00 | 1.80 | INBOUND | MX8500 | CONFIGURATION | All nodes are solid blue and firmware update completed, but app shows red '!' and internet connectivity was not confirmed; customer advised to place nodes and monitor. |
| #LTS00132345 | 2026-06-05 21:56:01+00:00 | 1.80 | INBOUND | EA9500 | ACCESS | Agent promised to send an email with instructions, but no actionable recovery steps were provided during the call. |
| #LTS00132490 | 2026-06-05 22:09:19+00:00 | 2.80 | INBOUND | MR8300 | CONNECTIVITY | Router reset and internet restored. Email sent with access instructions. |
| #LTS00132345 | 2026-06-05 22:44:28+00:00 | 2.80 | INBOUND | EA9500 | ACCESS | Customer instructed to perform a factory reset and reconnect to the default Wi-Fi network. |
| #LTS00132340 | 2026-06-05 22:53:18+00:00 | 3.40 | INBOUND | EA8300 | SETUP | Internet restored; customer confirmed service works. |