regin.magnetico@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 |
|---|---|---|---|---|---|
| 53 | 18m 6s | WHW03 | CONNECTIVITY | 53 | 1 |
Work Mix Lens
- Frontline-heavy week: 55 LTS queue calls vs 2 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 | 2.70 | 53 |
| Protocol | 1.80 | 53 |
| Communication | 2.10 | 53 |
| Overall | 2.20 | 53 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 12 | 28m 59s | 2.45 | 3.25 | 1.75 | 2.17 | Outlier: 1.6x weekly median handle time |
| MR | 9 | 21m 31s | 2.04 | 2.67 | 1.33 | 1.89 | |
| EA | 8 | 20m 30s | 1.79 | 2.25 | 1.62 | 2.00 | |
| WHW | 9 | 19m 39s | 1.79 | 1.89 | 1.56 | 1.89 | |
| SPN | 9 | 19m 21s | 2.58 | 3.00 | 1.89 | 2.11 | |
| WRT | 2 | 16m 28s | 2.15 | 2.00 | 2.00 | 2.00 | |
| RE | 2 | 14m 28s | 3.00 | 3.50 | 2.00 | 2.50 | |
| E | 4 | 7m 41s | 2.02 | 3.00 | 2.00 | 2.00 | |
| MBE | 1 | 6m 37s | 1.00 | 1.00 | 1.00 | 1.00 | |
| LN | 1 | 5m 33s | 2.00 | 2.00 | 2.00 | 2.00 |
Key Observations
- MX is the slowest family at 28m 59s; outlier: 1.6x weekly median handle time.
- MR is one of the slowest families at 21m 31s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 25 | 20m 5s | 2.10 | 2.60 | 1.80 | 2.10 | ✓ |
| SETUP | 10 | 19m 40s | 2.20 | 3.00 | 1.80 | 2.00 | |
| ACCESS | 9 | 17m 0s | 2.40 | 3.30 | 1.90 | 2.20 |
Week-over-Week Movement
- Overall moved down 0.18 vs. last week.
- Family swing: RE handle time moved down by 55m 02s vs. last week.
- Family swing: LN handle time moved down by 13m 51s vs. last week.
- Family swing: MX handle time moved up by 11m 20s vs. last week.
What Went Well
- Precise Mesh Node Recovery
> Correctly guided 5-press pairing for MX6200, aligning with KB guidance.
- Effective Power-Cycle Guidance
> Provided accurate power-cycle instructions resolving connectivity issues.
- Clear Remote Access Policy Communication
> Clearly explained discontinued remote access while offering local management alternatives.
Growth Opportunities
- Model Identification Accuracy
> Incorrectly identified WHW03 as EA series and recommended incompatible MX8500 nodes.
> Next step: Confirm product family (Velop vs. EA) before troubleshooting.
- PCI-Compliant Payment Handling
> Collected full credit card details over unsecured call, violating PCI compliance.
> Next step: Use secure payment portals and verify customer consent before processing.
Next Week's Focus
- Verify product model and serial number within the first 30 seconds of every call.
- Practice mesh-specific diagnostics: LED verification, WAN status checks, and firmware validation before escalation.
- Use secure payment methods and confirm customer consent explicitly for paid support.
- Document all troubleshooting steps in HappyFox to improve closure quality and handoff readiness.
Technical Accuracy
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.
Improvement
- Wrong admin URL for MR8300: Provided
[REDACTED_PHONE]instead ofmyrouter.local.
Improvement
- No printer connectivity guidance: Failed to address HP printer on MX4200 mesh.
Strength
- Correct 5-press pairing for MX6200: Resolved node connectivity issue per KB.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00132294 — Resolved by Level 2
- What L1 saw: Customer couldn’t connect HP OfficeJet Pro 8030 to MX4200 mesh Wi‑Fi. L1 attempted SSID renaming and incorrect admin URLs.
- Why it escalated: L1 declared printer as “third-party” without verifying mesh compatibility or providing manufacturer-specific guidance.
- What L2 did:
- Confirmed printer requires 2.4 GHz connection.
- Advised connecting via Ethernet for initial setup.
- Directed customer to HP support for printer-specific configuration.
- Current state: Resolved via HP support guidance.
- L1 learning points:
1. Verify band compatibility (2.4 GHz vs. 5 GHz) before troubleshooting.
2. For third-party devices, provide clear escalation paths (e.g., manufacturer support).
3. Avoid declaring “no support” without attempting basic connectivity tests.
Coach Appendix
Weekly Trend: Connectivity issues dominate (25 calls, 47% of volume) with MX product family showing longest handle times and lowest protocol adherence. Key gaps include model misidentification (WHW03 vs. EA) and inconsistent payment handling. Prioritize model verification and secure payment protocols in next coaching session.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131573 | 2026-06-01 11:14:51+00:00 | 3.00 | INBOUND | SPNMX57CF | CONNECTIVITY | Customer will call back later; no resolution provided. |
| #LTS00131572 | 2026-06-01 12:03:53+00:00 | 1.80 | INBOUND | WHW03 | SETUP | Agent promised to email a generic Wi-Fi Fix-It guide; no further troubleshooting or resolution provided. |
| #LTS00131573 | 2026-06-01 12:14:51+00:00 | 3.00 | INBOUND | SPNMX57CF | CONNECTIVITY | Customer to call back when at home so the agent can guide through local web‑interface troubleshooting. |
| #LTS00131578 | 2026-06-01 12:24:54+00:00 | 3.00 | INBOUND | SPNMX57CF | ACCESS | Customer to access router web interface at 192.168.1.1 from a computer/laptop and configure website blocking after receiving emailed instructions. |
| #LTS00131582 | 2026-06-01 12:49:06+00:00 | 1.00 | INBOUND | MBE7000 | SETUP | No resolution achieved; no next steps provided. Customer requires proper mesh diagnostics and potential reset. |
| #LTS00131584 | 2026-06-01 13:03:27+00:00 | 2.30 | INBOUND | MR8300 | ACCESS | Advised to use the Linksys Smart Wi-Fi app for router management due to a suspected firmware-related web UI issue. No further troubleshooting or escalation was offered. |
| #LTS00082539 | 2026-06-01 13:09:29+00:00 | 1.20 | INBOUND | MX4200 | CONNECTIVITY | Customer will call back later; issue remains unresolved. |
| #LTS00131593 | 2026-06-01 13:40:23+00:00 | 1.00 | INBOUND | MR20MS | SETUP | No resolution provided; agent suggested calling back but gave no concrete instructions. |
| #LTS00128079 | 2026-06-01 15:12:59+00:00 | 3.30 | INBOUND | MX5500 | SETUP | Agent sent email with step-by-step router setup instructions and instructed the customer to contact ISP to resolve modem issue; customer may call back if router still fails after ISP resolution. |
| #LTS00131560 | 2026-06-01 15:39:26+00:00 | 2.30 | INBOUND | SPNMX55GC | CONNECTIVITY | Advise customer to factory-reset the node, use the pair button (or 5-press method) to add it, verify solid white LED, and confirm via the app or web UI. If still unsuccessful, schedule a follow-up. |
| #LTS00073871 | 2026-06-01 16:17:20+00:00 | 3.90 | INBOUND | MX6200 | CONNECTIVITY | Node is now solid white; all five nodes are online. No further action needed. |
| #LTS00094243 | 2026-06-01 16:37:21+00:00 | 1.00 | INBOUND | WRT54GS2 | CONNECTIVITY | None provided; call ended abruptly. |
| #LTS00131646 | 2026-06-01 17:09:01+00:00 | 1.80 | INBOUND | E5350 | ACCESS | Agent suggested contacting phone manufacturer; no self-help resources, KB articles, or follow-up were offered. |
| #LTS00128369 | 2026-06-01 17:35:14+00:00 | 1.40 | OUTBOUND | EA7300 | CONFIGURATION | Scheduled a follow-up callback tomorrow between 10–12 am to continue troubleshooting. |
| #LTS00131664 | 2026-06-01 18:27:05+00:00 | 2.00 | INBOUND | LN1100 | ACCESS | Agent promised to email a Wi-Fi password-change guide and offered paid support; no immediate fix was applied and no confirmation of next steps was obtained. |
| #LTS00131674 | 2026-06-01 19:00:02+00:00 | 1.50 | INBOUND | WHW03 | CONNECTIVITY | Agent recommended purchasing MX4200 system; no functional fix was confirmed. Customer declined further action and ended call. |
| #LTS00131691 | 2026-06-01 20:21:21+00:00 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Customer advised to power-cycle equipment (incorrect order), reinstall app, and monitor; no confirmed fix or valid escalation path established. |
| #LTS00131810 | 2026-06-02 12:55:53+00:00 | 2.80 | INBOUND | SPNMX55GC | ACCESS | Customer reset admin password but agent did not verify successful login; no model/serial collected; follow-up recommended. |
| #LTS00128369 | 2026-06-02 14:40:12+00:00 | 1.10 | OUTBOUND | EA7300 | CONFIGURATION | No resolution achieved. Customer left without a working fix or clear next step. Further troubleshooting using the Full Mesh Network Rebuild guide is required. |
| #LTS00128369 | 2026-06-02 15:01:19+00:00 | 2.20 | OUTBOUND | EA7300 | CONFIGURATION | Monitor network for 24–48 hours; call back at 213-289-3408 if instability continues. |
| #LTS00131836 | 2026-06-02 15:51:32+00:00 | 2.80 | INBOUND | MX5500 | SETUP | Node reached solid blue; second node added; advised firmware update; internet connectivity not confirmed; issue not fully validated. |
| #LTS00131857 | 2026-06-02 16:49:37+00:00 | 2.00 | INBOUND | EA7500 | ACCESS | Customer will power cycle and factory reset the router this evening; advised to call back if the issue remains. |
| #LTS00131870 | 2026-06-02 17:37:09+00:00 | 1.80 | INBOUND | MX5300 | CONNECTIVITY | No technical resolution; promised email guide not confirmed sent; customer declined paid support and ended call. |
| #LTS00131874 | 2026-06-02 17:53:30+00:00 | 2.30 | INBOUND | MR8300 | CONNECTIVITY | Customer to follow emailed instructions and power‑cycle equipment; call back if issue persists. |
| #LTS00131878 | 2026-06-02 18:10:02+00:00 | 1.80 | INBOUND | MX2000 | CONNECTIVITY | Advised customer to contact Dell support for possible computer network adapter issue without validating router functionality. |
| #LTS00131897 | 2026-06-02 19:50:43+00:00 | 1.80 | INBOUND | EA6400 | CONNECTIVITY | not_fixed |
| #LTS00132010 | 2026-06-03 12:55:41+00:00 | 1.70 | INBOUND | E5400 | CONNECTIVITY | Suggested purchase of MX2000 after paid support declined; no troubleshooting or self-help provided. |
| #LTS00132012 | 2026-06-03 13:04:00+00:00 | 2.80 | INBOUND | E2500 | CONNECTIVITY | Recommend purchase of a new MX2000 router. |
| #LTS00132015 | 2026-06-03 13:59:17+00:00 | 1.30 | INBOUND | MX4200 | CONNECTIVITY | No resolution achieved. Agent falsely declared issue resolved. Correct pairing method (Pair button) and further diagnostics required. |
| #LTS00132040 | 2026-06-03 15:55:23+00:00 | 1.40 | INBOUND | MR8300 | SETUP | Customer reported router accessible after reconfiguration, but no internet connectivity was verified. Call closed without confirmation or follow-up path. |
| #LTS00132049 | 2026-06-03 16:37:28+00:00 | 2.80 | INBOUND | MR8300 | CONNECTIVITY | Customer declined paid support; self-help guide to be emailed. No technical resolution achieved. |
| #LTS00132071 | 2026-06-03 17:13:12+00:00 | 2.30 | INBOUND | MR20MS | SETUP | Customer to send receipt via email and call back to complete reset and setup. |
| #LTS00131731 | 2026-06-03 17:44:56+00:00 | 1.80 | INBOUND | E2500 | SETUP | Agent mentioned email follow-up but provided no instructions or confirmation of action. |
| #LTS00132095 | 2026-06-03 18:54:41+00:00 | 3.40 | INBOUND | MX4300 | CONNECTIVITY | Internet restored after power-cycle; call closed. |
| #LTS00132103 | 2026-06-03 19:20:34+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Customer to purchase new MX8500 nodes and call back; agent promised to send reset instructions via email but did not provide immediate recovery steps. |
| #LTS00125473 | 2026-06-04 01:54:37+00:00 | 2.20 | INBOUND | SPNM60CF | CONNECTIVITY | Customer was instructed to reconnect using the revealed password; no final confirmation of success was obtained. Call ended without validation or escalation path. |
| #LTS00132208 | 2026-06-04 11:59:22+00:00 | 2.80 | INBOUND | SPNM60CF | ACCESS | Agent promised to email step-by-step instructions and suggested trying a different device. |
| #LTS00132213 | 2026-06-04 12:21:58+00:00 | 1.10 | INBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | No valid recommendation given. |
| #LTS00132220 | 2026-06-04 13:03:35+00:00 | 2.20 | INBOUND | WHW03 | CONNECTIVITY | No resolution achieved; further troubleshooting required. |
| #LTS00132013 | 2026-06-04 13:26:23+00:00 | 4.70 | INBOUND | MX6200 | ACCESS | Informed that remote access is discontinued; use local web UI (myrouter.local / myrouter.info). |
| #LTS00132238 | 2026-06-04 14:21:50+00:00 | 1.70 | INBOUND | MR9600 | CONNECTIVITY | Offered paid support; no technical fix provided. |
| #LTS00132250 | 2026-06-04 15:16:22+00:00 | 2.00 | INBOUND | SPNMX55CF | CONNECTIVITY | Advised customer to contact Community Fiber ISP regarding possible service issue; ticket #132250 logged. |
| #LTS00132263 | 2026-06-04 16:26:10+00:00 | 2.80 | INBOUND | MR8300 | CONNECTIVITY | Sent Wi‑Fi Fix‑It service guide via email for self‑help. |
| #LTS00132279 | 2026-06-04 17:21:24+00:00 | 2.80 | INBOUND | EA7300 | CONNECTIVITY | Sent email with instructions to reset router and configure 2.4 GHz network for printer. |
| #LTS00132305 | 2026-06-04 19:29:49+00:00 | 3.30 | INBOUND | WRT3200ACM | CONNECTIVITY | Internet connectivity restored; no further steps needed. |
| #LTS00132313 | 2026-06-04 20:01:35+00:00 | 2.80 | INBOUND | RE7350 | SETUP | Offered to email a generic Wi-Fi Fix-It guide; no technical fix provided. |
| #TE00132294 | 2026-06-05 12:02:27+00:00 | 1.20 | INBOUND | MX4200 | CONNECTIVITY | No resolution; agent refused assistance, stating printer is third-party device. Customer requested escalation. |
| #TE00132294 | 2026-06-05 12:27:23+00:00 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | Escalated to specialist; ticket created; advisor will call back. |
| #LTS00132390 | 2026-06-05 12:42:03+00:00 | 2.10 | INBOUND | SPNMX42TS | ACCESS | Customer to reboot the entire Velop mesh system at a convenient time; if error persists, call back referencing ticket 132390. |
| #LTS00132395 | 2026-06-05 13:13:00+00:00 | 1.80 | INBOUND | MR6350 | SETUP | Internet connectivity restored; router operational. |
| #LTS00131838 | 2026-06-05 15:42:53+00:00 | 2.50 | INBOUND | MX5300 | CONFIGURATION | Admin access restored; customer advised to proceed with node setup independently. No further support offered without additional paid session. |
| #LTS00132158 | 2026-06-05 16:56:26+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Customer to perform advised power-cycle (router before modem), but no confirmation of fix or alternative path provided. |
| #LTS00132440 | 2026-06-05 17:42:49+00:00 | 3.20 | INBOUND | RE9000 | SETUP | Extender reached solid green LED and customer reported connectivity; issue considered likely resolved but not fully validated. |
| #LTS00132448 | 2026-06-05 19:04:48+00:00 | 2.00 | OUTBOUND | EA9500 | CONNECTIVITY | Suggested firmware upgrade; asked customer to email screenshots for further analysis. No verification or closure path established. |
| #LTS00132461 | 2026-06-05 19:35:24+00:00 | 1.00 | INBOUND | EA7430 | CONNECTIVITY | Call terminated without resolution; no valid next step provided. |
| #LTS00132467 | 2026-06-05 20:00:18+00:00 | 1.70 | INBOUND | WHW03 | CONNECTIVITY | Agent promised to email a Wi-Fi Fix guide; customer to attempt steps and call back if not resolved. |
| #LTS00132473 | 2026-06-05 20:23:25+00:00 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | Agent offered paid-support for $15 CAD; no further technical steps were taken. |