maylene.delada@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 28 LTS queue calls vs 4 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

• MX is the slowest family at 38m 49s; outlier: 1.6x weekly median handle time.
• SPN is the slowest family at 38m 36s; outlier: 1.5x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.17 vs. last week.
• Protocol moved down 0.19 vs. last week.
• Average handle time moved up by 6m 57s.
• Family swing: MR handle time moved up by 21m 56s vs. last week.
• Family swing: MX handle time moved up by 11m 20s vs. last week.
• Family swing: WHW handle time moved up by 9m 21s vs. last week.

What Went Well

1. Technical Resolution via MAC Cloning

Successfully guided customer through MAC cloning to restore internet connectivity on MR9610.

> "I've enabled MAC cloning on your router. This should resolve the connectivity issue. Let's verify..."

#LTS00132331

1. Patient Guidance for Elderly Customers

Provided clear, step-by-step instructions to an 80-year-old customer for email attachment and receipt confirmation.

> "Let's take this one step at a time. I'll walk you through attaching the screenshot..."

#LTS00132419

Growth Opportunities

1. Correct Model-Specific Guidance

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.

> "For your MR7500, the 5-press method isn't valid. Let's use the recovery key instead..."

#LTS00131686

1. PCI Compliance and Protocol Adherence

Stop collecting full credit card details over unsecured calls. Verify warranty status before offering paid support.

> "Before proceeding, let's confirm your device is in warranty. I won't need payment details unless you opt for paid support."

#LTS00131686

Next Week's Focus

• Verify model/firmware support before suggesting reset methods (e.g., 5-press vs. pair-button).
• Use secure methods for payment collection (pause recording, confirm warranty first).
• Standardize local access URLs (myrouter.local, http://[IP]) and browser guidance.
• Document serial numbers and warranty status on every call to improve efficiency.

Technical Accuracy

Strength

• MAC Cloning Success

> "Enabled MAC cloning using 'Clone My PC's MAC'—internet restored."

#LTS00132331 — Guided wired connection, accessed UI, and resolved WAN issue.

Improvements

• Incorrect 5-Press Guidance

> "For MR7500, use the recovery key—not 5-press."

#LTS00131686 — MR7500 lacks 5-press support; pair-button reset is correct.

• PCI Violation

> "Collected full credit card details over phone without pausing recording."

#LTS00131686 — Violated secure payment handling protocols.

• Misstated Cloud Access

> "Linksys Cloud is removed for all devices."

#LTS00131886 — Cloud remains available for supported models; local access is alternative.

Coaching Moments

Strength

• Clear Instructions for Email Attachment

> "Click 'Reply' to this email, then drag the screenshot into the body. I'll refresh the ticket once received."

#LTS00132419 — Patient, step-by-step guidance for an elderly user.

Improvement

• Inconsistent Local Access URLs

> "Try myrouter.local, or if that fails, use http://[REDACTED_PHONE]."

#LTS00132481 — Avoid mixing URLs; confirm one works before suggesting alternatives.

Escalation Lessons: What L2 Did

#TE00131380 — Resolved by Level 2

• What L1 saw: MX4000 parent node showed blank blue screen; HTTP 503 errors on web UI; config changes not saving.
• Why it escalated: L1 could not verify firmware version, recovery key, or bridge-mode status—key KB steps missing.
• What L2 did:

- Confirmed router was not in bridge mode.

- Tested with lab unit; identified CloudFront JS file issue.

- Provided workaround: access via full UI path (http://[REDACTED_PHONE]:[PORT]/ui).

• Current state: Resolved with workaround; no firmware update required.
• L1 learning points:

1. Always check firmware version and recovery key before factory reset.

2. Verify bridge-mode status when web UI is inaccessible.

3. Use correct local URLs per KB (e.g., myrouter.local for MX4000).

#TE00132074 — Pending with Level 2

• What L1 saw: WHW03 child nodes blue/green but no Wi‑Fi; parent node solid blue.
• Why it escalated: L1 could not confirm signal strength or validate ISP handoff; LED interpretation was inaccurate.
• What L2 did:

- Requested signal strength test via Linksys app.

- Guided ISP modem power-cycle and WAN cable check.

- Planned node redeployment if backhaul remains weak.

• Current state: Callback pending; L2 awaiting customer signal test results.
• L1 learning points:

1. Use Linksys app to check node signal and status.

2. Confirm ISP modem lights and WAN cable before resetting nodes.

3. Interpret WHW03 LEDs correctly: solid blue = connected, flashing red = no backhaul.

Coach Appendix

High-signal trend: Recurring issues with MX/WHW mesh pairing and PCI compliance gaps. Prioritize model-specific reset methods and secure payment protocols in next coaching session. Key evidence includes repeated 5-press errors on MR7500/WHW03 and unsecured credit card collection on MR9610 calls.

This Week's Calls