jorgenathaniel.amores@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
40	21m 53s	MX6200	CONNECTIVITY	40	1

Work Mix Lens

Frontline-heavy week: 43 LTS queue calls vs 2 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	2.40	40
Protocol	1.70	40
Communication	2.10	40
Overall	2.10	40

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
MBE	1	47m 25s	2.00	2.00	2.00	2.00	Outlier: 2.4x weekly median handle time
WHW	6	31m 11s	2.27	3.00	1.67	2.00	Outlier: 1.6x weekly median handle time
MX	12	29m 59s	1.71	2.17	1.50	1.92
MR	6	26m 38s	1.88	2.17	1.33	2.17
E	5	20m 2s	2.18	2.20	1.80	2.00
OTHER	2	17m 48s	1.95	1.00	1.00	2.00
EA	13	15m 12s	2.18	2.00	1.69	1.92
SPN	1	9m 6s	1.80	1.00	2.00	2.00
RE	1	8m 11s	1.80	1.00	2.00	2.00

Key Observations

MBE is the slowest family at 47m 25s; outlier: 2.4x weekly median handle time.
WHW is the slowest family at 31m 11s; outlier: 1.6x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	22	23m 56s	2.00	2.20	1.70	2.10	✓
ACCESS	6	18m 27s	1.80	2.30	1.50	2.00	✓
SETUP	6	23m 22s	2.00	2.30	1.70	2.20	✓
CONFIGURATION	4	16m 46s	2.00	2.20	1.50	2.00	✓

Week-over-Week Movement

Average handle time moved up by 2m 21s.
Family swing: WHW handle time moved up by 15m 19s vs. last week.
Family swing: E handle time moved up by 8m 53s vs. last week.
Family swing: OTHER handle time moved up by 8m 34s vs. last week.

What Went Well

Accurate model identification

> "Vanessa reported one WHW03 mesh node turning red after replacing her ISP router, followed by both child nodes showing red. The agent confirmed the device was out of warranty and offered paid support or emailed instructions but did not perform any active troubleshooting."

#LTS00131663

Persistence in troubleshooting

> "Remained on the line during extended troubleshooting and did not rush closure."

#LTS00032477

Growth Opportunities

Model-specific technical accuracy

> "Instructed a 30-second reset duration for MX2000, which is incorrect. The correct duration is ~10 seconds per KB. Additionally, the 5-press pairing method is not applicable to Velop MX2000."

#LTS00131718

Next step: Use KB-verified reset/pairing steps for Intelligent Mesh (e.g., 10s reset, WPS pairing).

Protocol adherence

> "Failed to create or reference a HappyFox case number despite discussing warranty and sending instructions."

#LTS00131871

Next step: Log all cases in HappyFox and confirm ticket numbers before closing.

Next Week's Focus

Verify model-specific steps first – Confirm product family (e.g., Velop vs. Cognitive Mesh) before recommending resets or pairing methods.
Use correct reset durations – 10–15 seconds for Velop MX series; 30 seconds only for older SPN/MR models.
Document every interaction – Create HappyFox cases for all warranty discussions and self-help paths.
Reduce silences – Use structured guidance (e.g., "Let me walk you through X step-by-step") to maintain call flow.

Technical Accuracy

Improvement

"Agent instructed a 30-second reset duration for MX2000, which is incorrect. The correct duration is ~10 seconds per KB. Additionally, the 5-press pairing method is not applicable to Velop MX2000."

#LTS00131718

Improvement

"Agent did not guide the customer through the proper password-recovery process using the five-digit recovery key or admin-page access."

#LTS00131871

Improvement

"Agent provided factually incorrect information that EA6500 V2 is end-of-life and no firmware is available, contradicting Linksys KB."

#LTS00131689

Improvement

"Agent provided an incorrect URL for local router access, leading to SSL errors and customer confusion."

#LTS00131712

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131478 — Resolved by Level 2

What L1 saw: Customer reported slow speeds (90 Mbps vs. 273 Mbps direct) on MR8300 after ISP change.
Why it escalated: L1 failed to test wired connection or collect serial/firmware details.
What L2 did: Replaced WAN cable, validated speeds via wired test, and confirmed ISP handoff.
Current state: Resolved.
L1 learning points:

1. Always test wired speeds to isolate ISP vs. router issues.

2. Collect model/serial/firmware before escalation.

3. Verify WAN LED and cable integrity first.

Coach Appendix

Weekly trend: Frontline-heavy week with prolonged handle times on WHW and MBE families. Protocol adherence and model-specific accuracy need tightening.
Key pattern: Incorrect reset/pairing guidance and missing case documentation recur across connectivity/setup cases.
Evidence: See drill-down categories (CONNECTIVITY, ACCESS) and product family tables above.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00131663	2026-06-01 18:24:43+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Agent offered to email factory reset and re-pair instructions; customer declined paid support and will attempt fixes on her own.
#LTS00131681	2026-06-01 19:28:42+00:00	2.80	INBOUND	EA7200	CONNECTIVITY	Agent will email factory‑reset instructions; customer will try the free steps.
#LTS00131689	2026-06-01 20:07:56+00:00	1.90	INBOUND	EA6500	ACCESS	Agent promised to email reset instructions but did not confirm sending or provide them during call; no actionable steps completed.
#LTS00032477	2026-06-01 20:50:12+00:00	2.80	INBOUND	MX2000	CONNECTIVITY	Nodes displayed solid blue; agent closed call without functional validation. No follow-up scheduled.
#LTS00131712	2026-06-01 21:16:54+00:00	1.80	INBOUND	MR5500	CONNECTIVITY	No resolution achieved. Advise customer to use the Linksys app to create separate SSIDs for 2.4 GHz and 5 GHz bands or disable band steering, then retry printer setup.
#LTS00131718	2026-06-01 22:26:18+00:00	1.10	INBOUND	MX2000	CONNECTIVITY	No resolution achieved. No concrete next step, escalation, or follow-up scheduled. Call ended with customer still lacking internet.
#LTS00131731	2026-06-01 23:01:12+00:00	1.80	INBOUND	E2500	SETUP	Customer will obtain an Ethernet cable and call back tomorrow for step-by-step AP configuration guidance.
#LTS00131733	2026-06-01 23:22:05+00:00	2.20	INBOUND	MX6200	CONNECTIVITY	No resolution achieved; call ended without confirmed fix, callback, or escalation path.
#LTS00131732	2026-06-01 23:30:47+00:00	2.80	INBOUND	LAPAC1200C	CONNECTIVITY	Agent will email generic factory‑reset instructions; customer advised to verify solid‑blue LED after reset.
#LTS00131734	2026-06-01 23:35:06+00:00	2.80	INBOUND	EA7430	SETUP	Router reset completed; Wi-Fi is now functional. Customer may change admin username/password via the router’s admin page.
#LTS00131733	2026-06-02 00:15:58+00:00	1.80	INBOUND	MX6200	CONNECTIVITY	No action taken; call ended without resolution.
#LTS00131742	2026-06-02 00:26:59+00:00	2.00	INBOUND	WHW03	CONNECTIVITY	Suggested factory reset (not feasible) and offered paid support; no definitive fix.
#LTS00131737	2026-06-02 00:27:57+00:00	1.00	INBOUND	MX6200	CONNECTIVITY	not_fixed
#LTS00131746	2026-06-02 00:47:59+00:00	1.00	INBOUND	MX6200	SETUP	None – call ended without agent involvement.
#LTS00131746	2026-06-02 00:55:36+00:00	1.80	INBOUND	MX6200	SETUP	not_applicable
#LTS00131746	2026-06-02 01:25:43+00:00	1.60	INBOUND	MX6200	SETUP	Provide correct Velop Pro 6E setup instructions, send KB link, and arrange a follow‑up call to verify completion.
#LTS00131751	2026-06-02 01:59:21+00:00	2.90	INBOUND	WHW03	CONNECTIVITY	Email with factory reset and re-pairing instructions sent to customer.
#GI00128410	2026-06-02 17:42:03+00:00	2.10	INBOUND	MR9000	ACCESS	Agent promised to resend the correct MR9000 guide but did not perform password recovery; next step is to have the customer use the five‑digit recovery key or perform a factory reset.
#LTS00131871	2026-06-02 18:29:13+00:00	1.00	INBOUND	EA7300	ACCESS	Agent advised the customer to call Comcast; no technical resolution provided.
#LTS00131887	2026-06-02 19:17:48+00:00	1.60	INBOUND	MX5300	CONNECTIVITY	Agent promised to email setup instructions.
#TE00131478	2026-06-02 19:50:40+00:00	1.80	INBOUND	MR8300	CONNECTIVITY	None provided.
#TE00131478	2026-06-02 19:59:49+00:00	1.10	INBOUND	MR8300	CONNECTIVITY	Callback scheduled for 5:30 PM on June 2, 2026 (incorrect date). No troubleshooting or data collection performed.
#LTS00131887	2026-06-02 21:00:45+00:00	1.60	INBOUND	MX5300	CONNECTIVITY	Agent promised to email troubleshooting steps but provided no confirmation or correct guidance; customer ended call before receiving them.
#LTS00131941	2026-06-02 22:49:49+00:00	1.10	INBOUND	VLP01	CONNECTIVITY	None provided — vague suggestion to reset with no follow-up mechanism or valid support path.
#LTS00131944	2026-06-02 23:10:54+00:00	2.80	INBOUND	EA3500	ACCESS	Agent will email step-by-step instructions for password reset and router configuration.
#LTS00131948	2026-06-02 23:27:15+00:00	2.00	INBOUND	EA7500	ACCESS	No resolution; customer still cannot access the admin page.
#LTS00096965	2026-06-02 23:52:53+00:00	3.40	INBOUND	EA7300	CONNECTIVITY	Customer advised to contact Spectrum for support on ISP-provided router and Netgear for Nighthawk.
#LTS00131952	2026-06-03 00:04:08+00:00	1.80	INBOUND	RE7350	SETUP	Agent promised to email setup instructions; no verification of success or follow-up path established.
#LTS00131968	2026-06-03 01:28:31+00:00	2.20	INBOUND	MX4200	NO TROUBLESHOOTING NEEDED	No resolution or concrete next step provided. Agent suggested trial-and-error placement but did not offer self-help resources or schedule follow-up.
#LTS00125682	2026-06-03 02:12:13+00:00	1.90	INBOUND	WHW03	CONNECTIVITY	Agent will email detailed reset/reconnect instructions and upgrade recommendations.
#LTS00091192	2026-06-03 06:53:23+00:00	1.40	INBOUND	EA6900	CONFIGURATION	None. No action taken despite customer's explicit request for senior technician callback.
#LTS00132094	2026-06-03 18:48:13+00:00	2.80	INBOUND	E2500	CONNECTIVITY	Send email with generic troubleshooting steps for resetting and re‑configuring the router.
#LTS00132098	2026-06-03 19:00:17+00:00	1.80	INBOUND	SPNMX55GC	CONNECTIVITY	Agent advised customer to call back if issue persists; no concrete fix or self-help path provided.
#LTS00132108	2026-06-03 19:32:46+00:00	2.80	INBOUND	MR8300	CONFIGURATION	Agent will email the customer detailed instructions for the above steps.
#LTS00132114	2026-06-03 20:00:57+00:00	2.90	INBOUND	EA4500	CONNECTIVITY	Agent will email factory-reset instructions and recommended replacement of the router.
#LTS00132138	2026-06-03 22:36:48+00:00	2.00	INBOUND	E5400	CONNECTIVITY	Customer instructed to contact ISP and test via TV; no further troubleshooting or case documentation performed.
#LTS00132145	2026-06-03 22:49:32+00:00	1.40	INBOUND	E5400	CONNECTIVITY	No resolution. Agent stated inability to help and ended call.
#LTS00132140	2026-06-03 23:02:57+00:00	2.80	INBOUND	EA6100	CONFIGURATION	Email with instructions to separate SSIDs will be sent; no confirmation of successful implementation.
#LTS00132141	2026-06-03 23:03:55+00:00	1.80	INBOUND	WHW03	ACCESS	Agent scheduled a callback for further assistance; no fix was confirmed.
#LTS00132108	2026-06-03 23:48:51+00:00	1.70	INBOUND	MR8300	CONFIGURATION	Provided ticket number LTS00132108 and offered callback for further assistance under paid support. No self-help path provided.
#LTS00132150	2026-06-03 23:56:31+00:00	2.00	INBOUND	MBE7000	SETUP	No definitive resolution; recommend confirming WAN link via admin page, performing a full mesh reset, and re-pairing child nodes using the 5-press method.
#LTS00132153	2026-06-04 00:34:44+00:00	2.90	INBOUND	E7350	ACCESS	Customer instructed to change the Wi-Fi passphrase(s) as needed; no further action required unless issue recurs.
#LTS00132157	2026-06-04 00:54:03+00:00	1.40	INBOUND	EA6350	CONFIGURATION	Agent will email reset/replacement instructions; customer advised to consider purchasing a new router.
#LTS00132141	2026-06-04 01:34:44+00:00	2.20	OUTBOUND	WHW03	ACCESS	Customer self-resolved via email password reset; agent did not verify or provide follow-up.
#LTS00054735	2026-06-04 01:58:15+00:00	1.80	INBOUND	MX2000	CONFIGURATION	No resolution. Agent suggested upgrading to MX4200 or MX6200 but did not fix the existing node or provide self-help resources.
#LTS00132167	2026-06-04 02:30:10+00:00	1.50	INBOUND	EA8500	CONNECTIVITY	Agent will email generic reset/replacement instructions; no fix confirmed.
#GI00129635	2026-06-04 16:21:24+00:00	1.70	INBOUND	EA6900	CONNECTIVITY	None provided.