limuel.saura@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 26 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

Where Time Goes

Product Families

Key Observations

• SPN is the slowest family at 50m 56s; outlier: 2.5x weekly median handle time.
• LN is the slowest family at 47m 45s; outlier: 2.3x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.63 vs. last week.
• Protocol moved up 0.18 vs. last week.
• Average handle time moved up by 1m 08s.
• Family swing: SPN handle time moved up by 27m 01s vs. last week.
• Family swing: MR handle time moved down by 20m 40s vs. last week.
• Family swing: RE handle time moved down by 18m 44s vs. last week.

What Went Well

1. Effective self-help guidance

> "Guided customer to use myrouter.local and web UI due to app deprecation."

#LTS00131623

1. Clear model identification

> "Correctly identified the MX6200 model and provided approximate pricing and purchase guidance via Amazon."

#LTS00132276

1. Patience with complex setups

> "Remained on the line for extended periods, demonstrating persistence despite customer frustration."

#LTS00131868

Growth Opportunities

1. Standardize reset procedures and LED interpretation

> "Incorrectly stated that reset should cause a red LED on WHW03V2 (should be solid purple per KB). Provided inconsistent reset durations (10s, 15s, 20s, 30s) without model-specific validation."

#LTS00131623

Next step: Reference KB for model-specific reset steps and LED meanings before guiding customers.

1. Enhance WAN troubleshooting before escalating

> "Did not verify WAN status on the parent node before advising customer to contact ISP. No attempt to verify if the original node still worked independently."

#LTS00121380

Next step: Confirm WAN connectivity (e.g., modem lights, IP address) and run basic diagnostics before directing to ISP.

Next Week's Focus

1. Verify model/serial before troubleshooting – Avoid misdiagnosis by confirming device details upfront.
2. Use KB-backed reset/LED guidance – Standardize instructions per device family (e.g., WHW03V2 reset → solid purple).
3. Run WAN checks before ISP escalation – Validate modem status, IP address, and basic connectivity.
4. Document all cases – Ensure HappyFox tickets are created for every customer interaction.

Technical Accuracy

Improvement

"Agent incorrectly identified the product model (NB7000 as SPNMX55) and failed to verify WAN status before advising customer to contact ISP. This led to misdiagnosis and delayed resolution."

#LTS00121380

Improvement

"Agent provided incorrect reset instructions for WHW03V2 (claimed reset should show red LED; should be solid purple). Repeatedly gave inconsistent reset durations (10s, 15s, 20s, 30s) without model-specific validation."

#LTS00131623

Improvement

"Agent provided incorrect admin URLs (e.g., 'http:// my router.my ruta dot local', '[REDACTED_PHONE]') instead of standard http://myrouter.local or http://[REDACTED_PHONE]. Directed customer to non-existent UI elements ('two phones image')."

#LTS00131652

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131721 — Resolved by Level 2

• What L1 saw: EA9300 router with solid white logo but no internet; customer couldn’t access web UI.
• Why it escalated: L1 failed to verify WAN status, misinterpreted LED meaning, and skipped basic diagnostics.
• What L2 did:

- Confirmed WAN cable connection and modem functionality.

- Performed factory reset (10s hold) and reconfigured internet settings.

- Validated connectivity via web UI and confirmed internet access.

• Current state: Resolved.
• L1 learning points:

1. Always verify WAN status and modem lights before escalating.

2. Use model-specific reset durations (EA9300: 10s).

3. Confirm LED meanings per KB (solid white = power on, not internet).

Coach Appendix

• Weekly trend: High handle times on SPN/LN families due to complex setups; improve protocol adherence to reduce time and increase resolution rate.
• Key focus: Standardize WAN checks, model verification, and KB-backed troubleshooting to improve accuracy and efficiency.

This Week's Calls