raquel.intong@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
16	23m 15s	MX4200	CONNECTIVITY	16	1

Work Mix Lens

Frontline-heavy week: 16 LTS queue calls vs 1 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	2.25	16
Protocol	1.88	16
Communication	2.12	16
Overall	2.23	16

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
MX	6	37m 10s	2.12	2.17	1.83	2.00	Outlier: 1.9x weekly median handle time
MBE	1	24m 27s	2.80	2.00	2.00	2.00
E	1	19m 15s	1.80	1.00	2.00	3.00
WHW	3	19m 7s	2.47	2.00	1.67	2.00
MR	3	17m 51s	2.17	2.33	1.67	2.33
EA	2	12m 20s	2.90	4.00	2.00	2.00
OTHER	1	6m 44s	1.10	1.00	1.00	2.00

Key Observations

MX is the slowest family at 37m 10s; outlier: 1.9x weekly median handle time.
MBE is one of the slowest families at 24m 27s.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	9	24m 23s	2.22	2.00	2.00	2.22	✓
SETUP	3	16m 40s	2.50	2.33	1.67	2.33
ACCESS	2	16m 35s	2.20	3.00	1.50	1.50	✓
HARDWARE	1	27m 35s	1.60	1.00	1.00	2.00	✓

Week-over-Week Movement

Reduce technical inaccuracies in LED behavior and URL guidance
Improve troubleshooting before escalation
Enhance model identification accuracy

What Went Well

Resolution of connectivity issues via mesh rebuild

Successfully restored Wi-Fi by replacing the failing main node with a new MX-4200 unit, resetting and re-adding child nodes via the 5-press method, and reconfiguring the network.

#LTS00131535

Persistence in troubleshooting despite inaccuracies

Adapted troubleshooting path when initial power-cycle failed, showing initiative and problem-solving.

#LTS00131535

Growth Opportunities

Technical inaccuracies in LED behavior and URLs

What better looks like: Consistently verify LED states against KB documentation and use correct URL schemes (HTTP for myrouter.local).

#LTS00131535

#LTS00082539

Premature escalation without troubleshooting

What better looks like: Complete standard WAN and device isolation steps before escalating, including modem power-cycle and direct-connect tests.

#TE00027382

Next Week's Focus

Practice LED state verification against KB for MX and WHW series before instructing customers.
Always confirm modem internet status via direct-connect test before proceeding with mesh troubleshooting.
Create HappyFox cases for all unresolved issues to maintain documentation continuity.
Review model-specific reset procedures to avoid applying 5-press method to non-Cognitive Mesh devices.

Technical Accuracy

Improvement

Incorrectly instructed customer to use HTTPS for local router access (myrouter.local) instead of HTTP, which is invalid for local admin access.

#LTS00131535

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.

#LTS00082539

Improvement

Incorrectly referenced 'M4000' model, which does not exist in Linksys product line, during escalation.

#TE00027382

Improvement

Provided invalid recovery URL (https://[REDACTED_PHONE]/systinfo.cgi) not documented in KB for any Linksys model.

#LTS00132360

Strength

Successfully guided customer through 5-press method on MBE7000, resulting in solid white lights and confirmed internet connectivity.

#LTS00132370

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00027382 — Resolved by Level 2

What L1 saw: Customer unable to set up MX-6200 mesh network despite multiple attempts; prior troubleshooting with support failed.
Why it escalated: L1 failed to collect serial number, verify warranty status, or perform basic troubleshooting before escalation.
Related call chain: Follow-up call from previous agent showed partial resolution but lacked documentation.
What L2 did:

- Verified MX-6200 model and serial number

- Guided customer through 5-press reset and node re-addition

- Confirmed internet connectivity via direct-connect test

- Provided post-call monitoring guidance

Current state: Resolved
L1 learning points:

1. Always collect model/serial number and verify warranty before escalation

2. Perform WAN isolation (modem power-cycle, direct-connect) as first step

3. Document all troubleshooting steps in HappyFox to avoid repeat contacts

Coach Appendix

Highest-signal trend: Technical inaccuracies in LED behavior and URL guidance caused customer confusion and prolonged handle times, particularly in MX series cases.
Recurring pattern: Premature escalation without completing standard diagnostics (modem test, direct-connect) in connectivity issues.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00131535	2026-06-01 01:00:18+00:00	3.00	INBOUND	MX4200	CONNECTIVITY	Wi-Fi restored after rebuilding mesh with new parent node and re-adding child nodes. No further action required unless issue recurs. Customer advised to check ISP, power, and Ethernet cable if problem returns.
#LTS00082539	2026-06-02 00:19:57+00:00	1.20	INBOUND	MX4200	CONNECTIVITY	Call ended without confirmed resolution or clear next step. Internet connectivity was not verified.
#LTS00132163	2026-06-02 02:02:06+00:00	1.80	INBOUND	MX4200	ACCESS	No action taken; call ended without resolution.
#LTS00131965	2026-06-03 01:24:27+00:00	2.10	INBOUND	MX5500	CONNECTIVITY	Ticket created for follow-up. Customer advised to verify WAN connection, ensure nodes are within range, and contact support if issue persists.
#LTS00131975	2026-06-03 02:05:22+00:00	2.60	INBOUND	MR7500	ACCESS	Customer was given ticket 131975 and instructed to call back for paid support or attempt the suggested steps; no fix confirmed.
#LTS00131978	2026-06-03 02:49:30+00:00	2.90	INBOUND	EA8100	CONNECTIVITY	Customer declined paid support and will replace router; agent provided reset article for self-help.
#LTS00131991	2026-06-03 07:00:02+00:00	1.10	INBOUND	FGW5500	CONNECTIVITY	Agent informed customer that billing is not handled by technical support; no resolution, referral, or next step provided.
#LTS00132154	2026-06-04 00:44:29+00:00	1.80	INBOUND	E4200	CONNECTIVITY	Agent recommended contacting Spectrum to obtain a compatible Wi-Fi 6 router, suggesting the current device is obsolete.
#LTS00132155	2026-06-04 01:00:41+00:00	2.90	INBOUND	EA7300	SETUP	Internet connectivity restored after modem reboot; no further steps needed.
#LTS00132158	2026-06-04 01:11:18+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Customer will reset the node and re‑configure it as the parent per the guide; may purchase paid support if the issue persists.
#LTS00132163	2026-06-04 01:48:33+00:00	2.80	INBOUND	MX4200	ACCESS	Customer accessed router settings via recovery key; agent promised to email a KB article for further guidance.
#TE00027382	2026-06-04 02:28:35+00:00	1.80	INBOUND	MX6200	SETUP	Escalated to Level 2 with callback window of 3–24 business hours; no immediate resolution or self-help guidance provided.
#LTS00132346	2026-06-05 00:50:20+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Customer will purchase a new router (MBE7000 Pro 7) and have a technician install it.
#LTS00132361	2026-06-05 02:33:42+00:00	2.30	INBOUND	MR9610	CONNECTIVITY	Offered paid support for factory reset; no action taken or confirmed fix.
#LTS00075531	2026-06-05 02:45:50+00:00	1.80	INBOUND	WHW03	CONNECTIVITY	Offered $15 paid troubleshooting or an emailed setup guide; customer declined paid option and requested live help, which was not provided.
#LTS00132360	2026-06-05 02:58:17+00:00	1.60	INBOUND	MR8300	HARDWARE	Agent declared hardware defect, offered $15 paid support, and suggested purchasing new routers (LN1600, MX6200 Netgear). No technical fix or RMA issued.
#LTS00132370	2026-06-05 07:44:41+00:00	2.80	INBOUND	MBE7000	SETUP	Nodes are now online and internet connectivity is confirmed; no further action required.