paulo.real@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Hybrid week: 5 LTS queue calls and 6 TE-owned calls.
• Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.

Scorecard

Where Time Goes

Product Families

Key Observations

• EA is the slowest family at 73m 2s; outlier: 2.5x weekly median handle time.
• MX is one of the slowest families at 35m 28s.

Problem Categories

Week-over-Week Movement

• Accuracy moved down 0.30 vs. last week.
• Communication moved down 0.23 vs. last week.
• Average handle time moved down by 2m 07s.
• Family swing: EA handle time moved up by 31m 03s vs. last week.
• Family swing: WHW handle time moved up by 21m 20s vs. last week.
• Family swing: OTHER handle time moved down by 8m 44s vs. last week.

What Went Well

1. Customer information collection

> Collected full customer name, email, model number, and serial number accurately.

#LTS00132152

1. Persistence in troubleshooting

> Persisted in guiding the customer through multiple reset attempts and node pairing steps.

#TE00131905

Growth Opportunities

1. Technical accuracy in troubleshooting

What better looks like: Use model-specific reset procedures (e.g., 10s for WHW03, not 5-press), verify LED states against KB, and confirm resolution before closing.

> Provided materially incorrect reset procedure: instructed customer to wait for light to turn off before releasing reset button, contradicting KB (should release after solid blue). Misidentified WHW01 child nodes as WHW03.

#LTS00132504

1. Model-specific guidance

What better looks like: Reference KB for IP addresses (e.g., 192.168.1.1 or myrouter.info for WHW03) and avoid customer-reported IPs. Validate warranty before escalation.

> Used invalid IP address [REDACTED_PHONE] instead of 192.168.1.1 or myrouter.info. 5-press reset method was repeatedly applied to WHW03 nodes, which only supports a 10-second reset—KB violation.

#TE00131905

Next Week's Focus

1. Verify model and serial number before any troubleshooting step.
2. Use KB-approved reset durations (e.g., 10s for WHW03, 5-press only for MX/Velop).
3. Confirm solid blue LED and Wi‑Fi connectivity before declaring resolution.
4. Escalate with complete context (model, serial, troubleshooting steps, customer-reported symptoms).

Technical Accuracy

Improvement

Agent incorrectly stated EA9500 has no recovery-key option, contrary to KB. Provided incorrect end-of-support date for EA9500 (claimed March 2026). Failed to provide step-by-step factory reset instructions after recommending it.

#TE00121320

Improvement

Provided incorrect factory reset duration (20 seconds vs. 10 seconds per KB). Told customer to use 'admin' as router password, which is incorrect for SPNM devices. Gave confusing, inaccurate steps for forgetting a Wi‑Fi network on macOS.

#TE00131644

Improvement

Used invalid IP address [REDACTED_PHONE] instead of 192.168.1.1 or myrouter.info. 5-press reset method was repeatedly applied to WHW03 nodes, which only supports a 10-second reset—KB violation.

#TE00131905

Improvement

Provided materially incorrect reset procedure: instructed customer to wait for light to turn off before releasing reset button, contradicting KB (should release after solid blue). Misidentified WHW01 child nodes as WHW03. Declared resolution without verifying solid blue light or Wi‑Fi functionality.

#LTS00132504

No dedicated technical accuracy signals were extracted beyond the above.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00121320 — Resolved by Level 2

• What L1 saw: MX5500 child node not connecting; primary node working; three WHW01 child nodes solid blue; one MX5500 blinking blue.
• Why it escalated: L1 suggested full factory reset but did not provide steps or validate recovery key use; no resolution achieved.
• What L2 did: Guided customer through 10-second factory reset, verified recovery key usage, confirmed WAN connection, and re-paired nodes via app.
• Current state: Resolved.
• L1 learning points:

1. Always provide step-by-step reset instructions for mesh systems.

2. Validate recovery key presence and usage before reset.

3. Confirm node LED states (solid blue = ready) before closing.

#TE00131644 — Resolved by Level 2

• What L1 saw: EA8300 showing solid orange light, no internet, cannot access admin page.
• Why it escalated: L1 referred to ISP without isolating router issues or providing self-help resources.
• What L2 did: Performed modem power cycle, verified router UI access via myrouter.local, guided customer through factory reset, and confirmed internet connectivity.
• Current state: Resolved.
• L1 learning points:

1. Isolate router from modem to test connectivity.

2. Use myrouter.local or 192.168.1.1 for admin access.

3. Provide self-help KB links before ISP referral.

#TE00131905 — Resolved by Level 2

• What L1 saw: WHW03 mesh nodes not connecting; LEDs flashing red/purple; cannot access admin page after ISP change.
• Why it escalated: L1 used unsupported 5-press reset and incorrect IP address [REDACTED_PHONE].
• What L2 did: Directed customer to 10-second factory reset, accessed router via myrouter.info, verified WAN connection, and re-paired nodes via app.
• Current state: Resolved.
• L1 learning points:

1. Use 10-second reset for WHW03, not 5-press.

2. Use myrouter.info or 192.168.1.1 for admin access.

3. Confirm WAN link and node pairing before closing.

#TE00132129 — Resolved by Level 2

• What L1 saw: WHW03 unable to access web UI to separate Wi‑Fi bands.
• Why it escalated: L1 provided URL workaround but no model/serial collection or reset guidance.
• What L2 did: Guided customer through factory reset, verified access via myrouter.info, and configured Wi‑Fi bands.
• Current state: Resolved.
• L1 learning points:

1. Collect model and serial number to confirm support eligibility.

2. Provide factory reset steps if URL workaround fails.

3. Verify UI access post-reset before closing.

#TE00132488 — Resolved by Level 2

• What L1 saw: WUSB6300 v2 intermittent connection on Windows 11; customer requested refund.
• Why it escalated: L1 offered refund without verifying warranty or collecting proof of purchase.
• What L2 did: Confirmed product discontinuation, explained warranty basis, and offered prorated refund with return shipping.
• Current state: Resolved (customer declined refund).
• L1 learning points:

1. Verify warranty status and collect serial/purchase proof.

2. Escalate dissatisfied customers for manager review.

3. Avoid closing without documenting customer decline.

Coach Appendix

Internal trends: Persistent technical inaccuracies in reset procedures and model-specific guidance (WHW03, EA9500). Prioritize KB adherence and resolution verification before closing. Focus next coaching on mesh troubleshooting flows and warranty validation protocols.

This Week's Calls