johnclark.labadan@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 |
|---|---|---|---|---|---|
| 12 | 21m 3s | MX6200 | CONNECTIVITY | 9 | 6 |
Work Mix Lens
- Hybrid week: 6 LTS queue calls and 7 TE-owned calls.
- Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.20 | 12 |
| Protocol | 1.50 | 12 |
| Communication | 2.10 | 12 |
| Overall | 2.10 | 12 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| WHW | 2 | 30m 46s | 2.50 | 3.00 | 2.00 | 2.50 | Outlier: 2.9x weekly median handle time |
| MX | 8 | 25m 31s | 2.21 | 3.12 | 1.62 | 2.12 | Outlier: 2.4x weekly median handle time |
| MBE | 1 | 10m 27s | 1.80 | 5.00 | 1.00 | 2.00 | |
| OTHER | 1 | 6m 1s | 2.50 | 4.00 | 1.00 | 2.00 | |
| SPN | 1 | 4m 19s | — | — | — | — |
Key Observations
- WHW is the slowest family at 30m 46s; outlier: 2.9x weekly median handle time.
- MX is the slowest family at 25m 31s; outlier: 2.4x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 5 | 25m 41s | 2.20 | 2.80 | 1.60 | 2.00 | ✓ |
| SETUP | 3 | 27m 50s | 2.20 | 2.30 | 2.00 | 2.70 | ✓ |
| CONFIGURATION | 3 | 28m 12s | 2.10 | 3.70 | 1.30 | 2.00 | ✓ |
| HARDWARE | 1 | 6m 1s | 2.50 | 4.00 | 1.00 | 2.00 |
Week-over-Week Movement
- Accuracy moved up 0.41 vs. last week.
- Protocol moved down 0.17 vs. last week.
- Average handle time moved down by 7m 45s.
- Family swing: WHW handle time moved down by 19m 25s vs. last week.
- Family swing: SPN handle time moved down by 7m 18s vs. last week.
- Family swing: OTHER handle time moved down by 6m 50s vs. last week.
What Went Well
- Polite and patient communication
> "Thank you so much for that feedback."
- Successful guided troubleshooting
Restored MX5300 connectivity via factory reset and web UI reconfiguration.
Growth Opportunities
- Protocol adherence: device information collection
> "Am I talking to Mr. Exale? All right. So, you're following up regarding your ticket, sir. Is that right?"
Missing: model, serial, warranty details.
Next step: Always confirm product model, serial number, and warranty status before troubleshooting.
- Technical accuracy: reset procedures and LED interpretation
> "The main node... it's blinking purple, or like a pinkish purple."
Issue: Incorrect reset duration (2s vs. KB-recommended 10–15s) and LED description.
Next step: Follow KB reset steps exactly; verify LED behavior against device-specific guides.
Next Week's Focus
- Collect model, serial, and warranty in every call – add to opening script.
- Verify reset outcomes – confirm LED states match KB after each step.
- Reduce silences – use hold music or status updates during pauses.
- Schedule follow-ups for unresolved issues with clear timelines.
Technical Accuracy
Improvement
No transcript quote available
Note: Failed to collect model/serial in #TE00110879.
Improvement
No transcript quote available
Note: Wrong MX5300 reset procedure (2s hold vs. 10–15s) and admin password guidance.
Improvement
No transcript quote available
Note: Misrepresented 5-press pairing LED behavior (red flash vs. KB blue).
Improvement
No transcript quote available
Note: Incorrect URL syntax (HTTP:// vs. http://) causing login failures.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00110879 — Pending with Level 2
- What L1 saw: MBE7000 child node disconnected; customer frustrated after months of attempts.
- Why it escalated: No device details collected, no troubleshooting performed, vague callback promise.
- What L2 did:
- Verified warranty status and mesh topology.
- Guided customer through node reset and cable repositioning.
- Scheduled in-person ISP inspection due to persistent connectivity failure.
- Current state: Callback pending internal approval.
- L1 learning points:
1. Always collect model/serial/warranty before escalation.
2. Perform basic connectivity diagnostics (WAN LED, DHCP, ping).
3. Document exact troubleshooting steps and customer responses.
#TE00131625 — Resolved
- What L1 saw: MX8500 child nodes unreachable; customer reported LED flashing red.
- Why it escalated: Nodes exceeded retry threshold; L1 unable to access UI.
- What L2 did:
- Confirmed nodes were out of warranty.
- Guided customer to relocate nodes and reset parent via 5-press.
- Verified internet via laptop after parent reboot.
- Current state: Resolved.
- L1 learning points:
1. Use 5-press reset for mesh nodes before declaring hardware failure.
2. Verify WAN LED and internet connectivity post-reset.
3. Document node distances and environmental factors.
Coach Appendix
Highest-signal trend: Protocol gaps in device information collection impacted 8/12 calls. Prioritize model/serial/warranty capture in opening script. Technical inaccuracies (reset steps, LED interpretation) caused customer confusion – review KB procedures for MX/WHW series. Focus next week on structured troubleshooting flow and outcome verification.*
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00110879 | 2026-06-01 15:50:48+00:00 | 1.80 | INBOUND | MBE7000 | CONFIGURATION | Callback within 2‑3 hours after internal approval and review. |
| #TE00131279 | 2026-06-01 17:15:38+00:00 | 2.20 | OUTBOUND | WHW03 | SETUP | Customer resolved issue independently; agent did not verify or replicate fix. |
| #TE00131625 | 2026-06-01 17:24:32+00:00 | 1.80 | OUTBOUND | MX8500 | CONNECTIVITY | Callback scheduled for further assistance. |
| #TE00131625 | 2026-06-01 17:29:04+00:00 | 1.80 | OUTBOUND | MX8500 | CONNECTIVITY | Customer to unplug and relocate the first child node and observe for 3-5 minutes; no further verification or follow-up was arranged. |
| #LTS00131838 | 2026-06-02 15:19:48+00:00 | 2.80 | INBOUND | MX5300 | CONFIGURATION | Router reconfigured and internet restored; customer advised to reset and re-add child nodes later. |
| #LTS00131856 | 2026-06-02 16:50:10+00:00 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | Child node returned to solid blue and Wi-Fi signal restored; issue considered resolved. |
| #LTS00131838 | 2026-06-03 03:37:54+00:00 | 1.80 | INBOUND | MX5300 | CONFIGURATION | None – call ended without any action. |
| #TE00132002 | 2026-06-03 11:51:03+00:00 | 2.50 | OUTBOUND | LGS352MPC | HARDWARE | Agent will email the customer to obtain video evidence and will seek approval for a replacement via Amazon return process. |
| #TE00132214 | 2026-06-04 16:01:04+00:00 | 2.80 | OUTBOUND | WHW03 | CONNECTIVITY | Internet restored; nodes re-added. Advise to place nodes in final locations and reconnect devices. |
| #TE00132365 | 2026-06-05 13:30:01+00:00 | — | OUTBOUND | SPNMX56 | CONNECTIVITY | — |
| #LTS00132438 | 2026-06-05 16:56:33+00:00 | 2.00 | OUTBOUND | MX6200 | SETUP | Call ended on hold without resolution, escalation, or follow-up plan. |
| #LTS00132438 | 2026-06-05 17:30:20+00:00 | 2.30 | OUTBOUND | MX6200 | SETUP | Issue not resolved. Recommend checking WAN LED, verifying ISP service, confirming router UI accessibility, and considering factory reset if warranted. Follow-up required. |
| #LTS00132438 | 2026-06-05 17:48:19+00:00 | 2.40 | OUTBOUND | MX6200 | SETUP | Monitor nodes; if the red basement node remains offline, perform a full factory reset and re-pair; verify the account email; follow up via ticket LTS132438. |