paolo.ebora@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Escalation-heavy week: 8 TE-owned calls vs 2 LTS queue calls.
• Coach as an escalation owner: emphasize case progression, diagnostics, documentation, and L2-ready handoffs.

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 150m 45s; outlier: 2.9x weekly median handle time.
• MX is one of the slowest families at 54m 18s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.26 vs. last week.
• Accuracy moved down 0.30 vs. last week.
• Protocol moved down 0.50 vs. last week.
• Communication moved down 0.20 vs. last week.
• Average handle time moved up by 20m 48s.
• Family swing: MX handle time moved up by 49m 42s vs. last week.
• Family swing: MBE handle time moved down by 8m 51s vs. last week.

What Went Well

1. Accurate technical diagnosis for hardware bottlenecks

> “Correctly diagnosed the 10/100 link bottleneck via adapter status check ([44:00–45:00]), aligning with KB guidance on wired speed limitations.”

#TE00131478

1. Persistent mesh network resolution

> “Successfully guided customer to confirm network functionality via app showing 5 nodes and 23 devices at [41:00].”

#TE00132422

Growth Opportunities

1. Protocol adherence and outcome validation

> “Repeated troubleshooting steps without confirming intermediate outcomes, leading to inefficiency ([39:00]–[43:00]).”

#TE00132422

Next step: After each diagnostic step, confirm success/failure before proceeding. Use “What did you see?” checks to avoid redundant actions.

1. Technical accuracy and KB alignment

> “Provided incorrect admin URL ([REDACTED_PHONE]) for MBE7000, which uses myrouter.info. Customer explicitly said ‘that’s not my IP address’ at [03:00].”

#TE00124455

Next step: Always verify device family before instructing URL access. For MBE7000/MBE9000, use myrouter.info; for Velop, use myrouter.local.

Next Week's Focus

1. Collect essential product details upfront (model, serial, warranty) during opening questions to avoid mid-call gaps.
2. Implement “confirm before proceed” habit: After each troubleshooting step, ask the customer to verify results before moving to the next action.
3. Prioritize KB-aligned solutions: For MBE7000 admin access, always default to myrouter.info; for Velop, use myrouter.local.
4. Reduce escalation handoff friction: Document L1 actions clearly in HappyFox before escalation to accelerate L2 resolution.

Technical Accuracy

Improvement

Agent provided incorrect admin URL for MBE7000 (should be myrouter.info). Customer explicitly stated “that’s not my IP address” at [03:00].

#TE00124455

Note: Incorrect URL instructions risk customer confusion and additional support cycles. Always verify device family before providing access details.

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.

#LTS00131738

Note: Unsupported procedures can destabilize networks. Use app/web UI for Velop pairing.

Improvement

Agent did not collect model/serial number or verify warranty status despite troubleshooting a hardware fault.

#TE00124455

Note: Missing product details delays escalation and limits warranty validation options.

Strength

Agent correctly diagnosed and fixed cable bottleneck, restoring expected speeds. Validated performance via multiple speed tests (Linksys internal test, speedtest.net, fast.com).

#TE00131478

Note: Accurate diagnosis and thorough validation exemplify best practice for connectivity issues.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00116301 — Resolved by Level 2

• What L1 saw: MX8500 mesh child node solid red, unable to add to network after reset.
• Why it escalated: L1 failed to collect serial number, skipped standard mesh-rebuild workflow, and provided vague next steps.
• What L2 did: Performed LED state verification, guided through proper 15-second reset, and validated mesh app synchronization.
• Current state: Resolved after successful pairing and blue LED confirmation.
• L1 learning points:

1. Always collect model/serial/warranty upfront for hardware faults.

2. Follow KB reset procedure: hold reset button until LED off, release on solid blue.

3. Document each step in HappyFox to enable L2 continuity.

#TE00023348 — Resolved by Level 2

• What L1 saw: MX6200 intermittent disconnects, parent node turning red/white.
• Why it escalated: L1 attempted firmware reflash without verifying WAN connectivity or collecting logs.
• What L2 did: Analyzed network logs, identified ISP-related instability, and guided customer through modem power cycle and firmware reflash.
• Current state: Resolved after stable connection confirmed.
• L1 learning points:

1. Verify WAN connectivity before firmware changes.

2. Collect and share network logs when escalation is likely.

3. Use ISP partnership channels for known line issues.

#TE00131478 — Resolved by Level 2

• What L1 saw: MR8300 wired speed ~90 Mbps vs. subscribed 250+ Mbps plan.
• Why it escalated: L1 missed 10/100 link bottleneck diagnosis and inefficiently navigated UI.
• What L2 did: Identified outdated Ethernet cable, guided Cat-6 replacement, and validated speeds via multiple tests.
• Current state: Resolved after speed restoration to ~300 Mbps.
• L1 learning points:

1. Check Ethernet adapter link speed early in wired speed cases.

2. Use third-party speed tests (speedtest.net, fast.com) for real-world validation.

3. Avoid unnecessary resets once root cause is identified.

Coach Appendix

This week’s highest-signal trend is inconsistent protocol adherence during escalation-ready cases, particularly in MX/WHW product families. Key gaps include missing product details, unsupported troubleshooting methods (e.g., 5-press on Velop), and incomplete outcome validation. Focus next week on structured diagnostic flows, KB alignment, and robust documentation to reduce escalation need and improve first-contact resolution.

This Week's Calls