kharla.proel@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
41	17m 22s	WHW03	CONNECTIVITY	41	3

Work Mix Lens

Frontline-heavy week: 49 LTS queue calls vs 3 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	2.20	41
Protocol	1.70	41
Communication	2.10	41
Overall	2.00	41

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
LN	2	66m 4s	1.85	1.00	1.50	2.50	Outlier: 4.0x weekly median handle time
MX	8	43m 33s	1.81	2.25	1.50	2.00	Outlier: 2.6x weekly median handle time
SPN	1	38m 18s	2.80	1.00	2.00	2.00	Outlier: 2.3x weekly median handle time
MBE	1	37m 30s	2.60	2.00	2.00	2.00	Outlier: 2.3x weekly median handle time
OTHER	2	17m 36s	2.20	3.50	2.00	1.50
MR	7	16m 37s	2.27	1.71	1.57	2.29
RE	4	16m 11s	2.25	1.75	1.75	2.00
WHW	7	15m 39s	2.36	3.00	1.71	1.71
EA	8	15m 32s	1.86	2.00	1.71	2.14
E	7	13m 13s	1.44	1.14	1.29	1.86
WRT	6	12m 26s	2.30	2.33	1.67	2.33

Key Observations

LN is the slowest family at 66m 4s; outlier: 4.0x weekly median handle time.
MX is the slowest family at 43m 33s; outlier: 2.6x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	25	20m 3s	1.90	1.80	1.80	2.10	✓
ACCESS	7	15m 52s	2.00	2.30	1.70	2.00	✓
CONFIGURATION	7	17m 38s	2.00	2.30	1.60	2.10	✓

Week-over-Week Movement

Average handle time moved down by 1m 02s.
Family swing: WHW handle time moved down by 18m 32s vs. last week.
Family swing: MX handle time moved up by 11m 02s vs. last week.
Family swing: MR handle time moved down by 9m 47s vs. last week.

What Went Well

Customer Information Collection: Collected customer contact details (name, phone, email) accurately in multiple calls (e.g., call_id: 5facc7ec-5eed-11f1-ad3e-42010a62006f, 460b1532-6069-11f1-821f-42010a623f91).
Empathy and Professionalism: Maintained polite tone and attempted to structure calls despite confusion (e.g., call_id: ea9f78ae-5ecf-11f1-8b9b-42010a623f91).

Growth Opportunities

Technical Accuracy and Troubleshooting: Incorrect model identification (e.g., MBX8500 instead of MX8500 in call_id: f08b7430-5ee7-11f1-93dd-42010a62006f), incorrect reset instructions (e.g., 20-second reset instead of 10-15 seconds in call_id: 06cab9ea-6055-11f1-a9b1-42010a660053).
Call Control and Protocol Adherence: Long unexplained silences and repeated questions (e.g., call_id: 344a9d3a-5f93-11f1-8b9b-42010a623f91), failure to follow KB guidance (e.g., skipping factory reset in call_id: 8cbbf5aa-6046-11f1-b835-42010a623f91).

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 model identification and troubleshooting steps.
Adhere to KB-guided troubleshooting flows to reduce escalation and improve resolution rates.
Enhance call control to minimize silences and repetitive questioning.

Technical Accuracy

Improvement

Incorrect model identification (MBX8500 instead of MX8500) led to invalid troubleshooting steps (call_id: f08b7430-5ee7-11f1-93dd-42010a62006f).

Improvement

Incorrect reset duration (20 seconds instead of 10-15 seconds) provided for MX8500 node (call_id: 06cab9ea-6055-11f1-a9b1-42010a660053).

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

Incorrect EOS statement led to customer confusion and premature escalation to paid support (call_id: ea9f78ae-5ecf-11f1-8b9b-42010a623f91).

Improvement

Incorrect URL and brand name undermined credibility and provided no valid support path (call_id: 500d8a08-5ed2-11f1-b021-42010a623f91).

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Callback

Call Outcome: Escalated to Level 2; callback scheduled.
Level 2 Resolution Steps: [{'timestamp': '2026-04-04 00:43:59', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'will append on this ticket cx is a return caller wants to talk with an L2 agent said he tried to access his modem IP address but can’t go through wants to provide assistance to cx but cx wants a higher technician informed cx that I’ll escalate the case as cx requested set expectations for a callback from a L2 agent w/in 24-48 business hrs cx acknowledged, EoC'}, {'timestamp': '2026-04-04 00:47:10', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-04-04 00:51:42', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "Hello CAT team, Good day! I'm reaching out to escalate a case. The customer is a returning caller and would like to speak with Level 2 agent. Phone: [REDACTED_PHONE] Country: US Issue: can’t access his modem IP address Model: MBE7000 Thank you!"}, {'timestamp': '2026-06-04 21:53:08', 'phase': 'level_2_resolution_work', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-04 21:53:09', 'phase': 'level_2_resolution_work', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-04 22:32:30', 'phase': 'level_2_resolution_work', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00124455 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer I spoke to Michael, informed the reason of calling I mentioned the call back disclaimer. they unplug the parent nod...'}, {'timestamp': '2026-06-04 22:56:16', 'phase': 'level_2_resolution_work', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00124455 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer I spoke to Michael informed the reason of calling I mentioned the call back disclaimer. Tried the myrouter.local >....'}]
Current Status: Callback

— — Resolved

Call Outcome: Escalated to Level 2; customer will receive a callback within 2-3 hours.
Level 2 Resolution Steps: [{'timestamp': '2026-06-05 22:24:23', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "- customer asking for refund - device : WUSB6300 - DOP : July 17, 2025 - customer don't want to troubleshoot the device - customer is no longer using the wireless adapter - noted by : L2/CAT Paulo E. > escalate call to L2 - mention ET for callback > 2-3 hrs - customer's time zone - Eastern"}, {'timestamp': '2026-06-05 22:24:29', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-05 22:46:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-05 22:47:07', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-05 22:52:47', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '- Callback process 6:49 AM MNLA - Dialed [REDACTED_PHONE] - Phone is ringing - Mention opening spiel and idle spiel but nobody answers the call - Left VM - Mention closing spiel - End call 1:54 min'}, {'timestamp': '2026-06-05 23:10:48', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}, {'timestamp': '2026-06-05 23:10:56', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "- Customer called back - As per client she bought the device since it was recommended by their IT - Client said that she doesn't want to TS the device - She said that this is a pain in the ass because she is always kick in the meeting - It doesn't work on his own - It just fall apart - Everything is working aside from her desktop computer - Ask what for theOS of her computer and it is Windows 11 - Inform client that the device doesn't have a Windows 11 driver and it may or may not work - Told he..."}]
Current Status: Resolved

— — Callback

Call Outcome: Escalated to Level‑2 technician; callback scheduled for Monday 5:30 PM PT.
Level 2 Resolution Steps: [{'timestamp': '2026-06-06 02:16:19', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '- no wireless device can go online > 3 TV , iPhone , tablet , ring doorbell, android phone - wired desktop - online - escalate call exceeded threshold - noted by L2 Paulo > informed customer will escalate case for advanced ts > mention ET > 2-3 hrs > customer can wait an hour if no callback it will on Monday 5:30pm Central Time'}, {'timestamp': '2026-06-06 02:16:34', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-06 02:27:30', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'reviewing the ticket.'}, {'timestamp': '2026-06-06 02:27:35', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-06 02:27:35', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-06 03:14:31', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hello Amy, This is Paolo from Linksys Customer Assurance Team , send us the network log . Thank you'}, {'timestamp': '2026-06-06 03:24:57', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Updated -> Callback'}]
Current Status: Callback

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve technical accuracy in model identification and troubleshooting steps.; Adhere to KB-guided troubleshooting flows to reduce escalation and improve resolution rates.; Enhance call control to minimize silences and repetitive questioning.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00131880	2026-06-02 18:23:17+00:00	1.60	INBOUND	E7350	CONNECTIVITY	Advised customer to contact ISP (Spectrum); offered paid-support options with incorrect URL. No self-help resources provided.
#LTS00131881	2026-06-02 18:31:08+00:00	1.90	INBOUND	LN1200	CONNECTIVITY	Customer instructed to wait for node to turn solid white; no confirmation obtained. Follow-up recommended.
#LTS00131929	2026-06-02 22:10:51+00:00	1.80	INBOUND	WRT1200AC	ACCESS	Agent suggested replacing the router without technical resolution or self‑help guidance.
#LTS00131936	2026-06-02 22:28:00+00:00	1.60	INBOUND	RE6300	CONFIGURATION	Agent promised to send an email with setup instructions, but no technical resolution was achieved during the call.
#LTS00131943	2026-06-02 23:01:57+00:00	1.00	INBOUND	E2500	CONFIGURATION	Directed customer to AI tool on support.Linksys.com; no concrete resolution.
#LTS00131946	2026-06-02 23:24:43+00:00	1.80	INBOUND	RE6350	CONFIGURATION	Offered AI tool, email instructions, or paid support; no technical fix confirmed.
#LTS00131947	2026-06-02 23:31:05+00:00	2.80	INBOUND	RE6400	CONFIGURATION	Provided website link (www.support.linksys.com) and warranty status; no further configuration steps given.
#LTS00131950	2026-06-02 23:55:50+00:00	2.80	INBOUND	WHW01	CONNECTIVITY	Offered self‑help video link and paid‑connect service; promised email with details.
#LTS00132344	2026-06-03 00:17:41+00:00	1.80	INBOUND	WHW03	CONNECTIVITY	No resolution or next step provided; customer disengaged without a path forward.
#LTS00131959	2026-06-03 00:47:05+00:00	2.80	INBOUND	EA6350	CONNECTIVITY	Informed customer the router is end‑of‑support; directed to online AI tool; no technical fix provided.
#LTS00131964	2026-06-03 01:02:49+00:00	2.80	INBOUND	MX8500	CONNECTIVITY	Admin password reset successful; router access restored. Node connectivity issue not fully resolved but customer accepted outcome.
#LTS00131967	2026-06-03 01:41:43+00:00	2.80	INBOUND	WHW01	CONNECTIVITY	Offered to send a video guide via email and provided a ticket number; no technical fix applied.
#LTS00132086	2026-06-03 18:08:51+00:00	1.70	INBOUND	WHW03	CONNECTIVITY	No fix applied; advised customer to consider paid technical support or use AI tool; no self‑help steps were given.
#LTS00074179	2026-06-03 18:43:15+00:00	1.80	INBOUND	WHW03	ACCESS	Offered paid-support; no technical fix confirmed.
#LTS00132111	2026-06-03 19:34:55+00:00	1.80	INBOUND	MX2000	CONNECTIVITY	Customer must retrieve the recovery key from the parent node and complete the password reset via the admin portal; then verify DNS and TV app functionality.
#LTS00132127	2026-06-03 21:28:46+00:00	1.10	INBOUND	MX6200	CONFIGURATION	No resolution provided. No follow-up, KB link, or callback was offered. Customer left without actionable steps.
#LTS00132127	2026-06-03 21:39:19+00:00	2.30	OUTBOUND	MX6200	CONFIGURATION	Issue not resolved; customer advised they may need to purchase additional nodes and consider further resets.
#LTS00132146	2026-06-03 23:25:14+00:00	1.80	INBOUND	MX4200	CONNECTIVITY	Call ended with no action taken.
#LTS00132146	2026-06-03 23:36:58+00:00	1.80	INBOUND	MX4200	CONNECTIVITY	Customer to decide whether to purchase $15 paid support; no self-help path or technical steps provided.
#LTS00132156	2026-06-04 01:09:08+00:00	1.80	INBOUND	EA8300	CONNECTIVITY	Offered AI tool and paid support; customer declined and will replace router.
#LTS00132160	2026-06-04 01:09:26+00:00	1.10	INBOUND	MR9000	CONNECTIVITY	None; call ended without addressing any issue.
#LTS00132160	2026-06-04 01:14:49+00:00	2.80	INBOUND	MR9000	CONNECTIVITY	Agent will send an email with generic setup instructions and offered paid technical support.
#LTS00132164	2026-06-04 01:54:54+00:00	1.10	INBOUND	EA9500	CONNECTIVITY	Customer will replace the router with a new unit arriving tomorrow.
#LTS00132330	2026-06-04 15:22:51+00:00	3.20	INBOUND	WRT1900ACS	CONFIGURATION	Customer directed to self-help via Linksys.com and advised to consider replacement; no active troubleshooting or escalation initiated.
#LTS00131955	2026-06-04 15:35:37+00:00	2.80	INBOUND	E1200	ACCESS	Agent will resend an email containing reset and Wi-Fi setup instructions; customer must follow those steps to create a new password.
#LTS00131955	2026-06-04 16:01:20+00:00	1.10	INBOUND	E1200	ACCESS	Advised to use Linksys AI chatbot for further assistance.
#LTS00132291	2026-06-04 18:06:49+00:00	1.40	INBOUND	MR6350	CONFIGURATION	Ticket created for further investigation; no fix confirmed. Customer instructed to reply with order screenshot.
#LTS00131955	2026-06-04 18:40:54+00:00	1.10	INBOUND	E1200	ACCESS	Agent advised router reset and to check email again; no further action taken.
#TE00124455	2026-06-04 18:52:35+00:00	2.60	INBOUND	MBE7000	CONNECTIVITY	Escalated to Level 2; callback scheduled.
#LTS00132311	2026-06-04 19:56:26+00:00	1.80	INBOUND	MX8500	CONNECTIVITY	Agent charged $15 for paid support but did not resolve issue; promised to email video link which was not delivered during call.
#LTS00132311	2026-06-04 20:36:13+00:00	1.10	OUTBOUND	MX8500	CONNECTIVITY	Agent incorrectly declared the node reconfigured and suggested using the network despite ongoing instability. No valid resolution or next step was established.
#LTS00132327	2026-06-04 22:05:07+00:00	2.80	INBOUND	RE6700	CONFIGURATION	Offered paid support or AI tool; customer declined.
#LTS00132330	2026-06-04 22:39:15+00:00	2.80	INBOUND	WRT1900ACS	CONFIGURATION	Customer was instructed to use the online AI support tool to find steps for disabling the guest network.
#LTS00132334	2026-06-04 23:01:08+00:00	2.80	INBOUND	EA8300	CONNECTIVITY	Customer will purchase a new router; no technical fix applied.
#GI00132359	2026-06-04 23:49:59+00:00	1.80	INBOUND	WI-FIPRO7	GENERAL INQUIRY	Customer was told to look for the product on Amazon or at local stores, with no further support offered.
#LTS00132343	2026-06-05 00:30:00+00:00	2.80	INBOUND	MR20EC	CONNECTIVITY	Email with setup instructions sent; paid support option offered.
#LTS00132344	2026-06-05 00:32:11+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Sent email with video tutorial for re-configuring the router.
#LTS00132345	2026-06-05 00:41:27+00:00	1.80	INBOUND	EA9500	ACCESS	Customer directed to AI tool with no direct support provided.
#LTS00131955	2026-06-05 00:48:24+00:00	1.10	INBOUND	E1200	ACCESS	No resolution. Customer advised to use AI tool on website with no specific instructions.
#LTS00007190	2026-06-05 18:18:33+00:00	2.80	INBOUND	SPNMX56CF	CONNECTIVITY	Nodes temporarily appeared in app; advise customer to monitor stability and, if issue recurs, use correct Pair-button method or contact support with logs. No follow-up scheduled.
#LTS00058774	2026-06-05 19:25:21+00:00	2.20	INBOUND	MR2000	CONFIGURATION	Offered paid technical support and provided ticket number; customer will decide with supervisor and call back.
#LTS00132468	2026-06-05 20:02:40+00:00	2.80	INBOUND	MR6350	ACCESS	Customer advised to check router label for default password or perform factory reset; no password recovery achieved.
#LTS00132472	2026-06-05 20:17:04+00:00	2.80	INBOUND	WHW01	CONNECTIVITY	Agent will email step‑by‑step instructions for adding the child nodes.
#TE00132488	2026-06-05 21:40:38+00:00	2.60	INBOUND	WUSB6300	CONNECTIVITY	Escalated to Level 2; customer will receive a callback within 2-3 hours.
#LTS00132496	2026-06-05 22:10:42+00:00	—	INBOUND	EA6350	ACCESS	—
#LTS00132493	2026-06-05 22:13:32+00:00	1.80	INBOUND	WRT3200ACM	ACCESS	None – call terminated after automated message.
#LTS00132493	2026-06-05 22:20:07+00:00	1.40	INBOUND	WRT3200ACM	ACCESS	None provided; call ended without resolution or actionable path forward.
#LTS00132493	2026-06-05 22:34:09+00:00	2.80	OUTBOUND	WRT3200ACM	ACCESS	Customer declined paid support; no further action taken.
#LTS00132496	2026-06-05 22:36:53+00:00	1.40	INBOUND	EA6350	ACCESS	None provided; agent suggested using an AI tool without specific instructions.
#LTS00132499	2026-06-05 22:59:59+00:00	2.80	INBOUND	MR9000	CONNECTIVITY	Email customer a video with reset/reconfiguration instructions.
#LTS00132501	2026-06-05 23:05:51+00:00	1.30	INBOUND	EA9500	CONFIGURATION	Agent stated free support could not be provided and directed customer to support.linksys.com AI tool with no further assistance.
#LTS00132503	2026-06-05 23:20:05+00:00	1.40	INBOUND	E2500	CONNECTIVITY	No resolution provided; customer left without working solution or valid self-help path.
#TE00132505	2026-06-06 00:12:53+00:00	1.80	INBOUND	LN3121	CONNECTIVITY	Escalated to Level‑2 technician; callback scheduled for Monday 5:30 PM PT.