riojene.ladera@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
31	10m 43s	EA7500	ACCESS	31	3

Work Mix Lens

Frontline-heavy week: 29 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	2.80	31
Protocol	1.70	31
Communication	2.00	31
Overall	2.20	31

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
LN	2	39m 52s	1.80	1.00	2.00	2.00	Outlier: 3.6x weekly median handle time
EA	6	16m 46s	2.02	1.50	1.50	1.83	Outlier: 1.5x weekly median handle time
WHW	5	11m 45s	2.20	3.40	1.40	1.80
MR	5	11m 10s	2.80	3.20	1.40	2.40
MX	7	9m 24s	2.07	3.29	1.57	1.71
OTHER	1	8m 15s	1.10	1.00	1.00	2.00
E	7	7m 46s	2.37	2.86	1.86	2.00

Key Observations

LN is the slowest family at 39m 52s; outlier: 3.6x weekly median handle time.
EA is the slowest family at 16m 46s; outlier: 1.5x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
ACCESS	10	16m 57s	2.20	2.90	1.80	2.00	✓
SETUP	8	8m 38s	1.80	2.60	1.40	1.90	✓
CONNECTIVITY	7	12m 50s	2.30	3.10	1.70	2.10	✓
GENERAL INQUIRY	3	16m 54s	2.50	3.30	2.00	2.30

Week-over-Week Movement

Accuracy moved up 0.55 vs. last week.
Average handle time moved down by 6m 48s.
Family swing: MX handle time moved down by 13m 34s vs. last week.
Family swing: E handle time moved down by 13m 21s vs. last week.
Family swing: WHW handle time moved down by 8m 59s vs. last week.

What Went Well

Accurate product recommendations: Provided correct, up-to-date product recommendations (MBE7000, MX6200) matching customer’s bandwidth needs.
Clear communication of warranty status: Accurately communicated warranty expiration and support options for out-of-warranty devices.

Growth Opportunities

Incorrect technical guidance: Provided factually incorrect technical advice, such as claiming Wi-Fi 4 router cannot work with Wi-Fi 7 modem (false; no technical incompatibility exists).
Failure to follow standard troubleshooting protocols: Did not perform basic WAN diagnostics (WAN LED, cable check, reconfiguration via http://[REDACTED_PHONE]) despite customer reporting no internet connectivity.

Next Week's Focus

This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
Improve adherence to standard troubleshooting protocols for common issues (e.g., no internet, admin access).
Reduce provision of incorrect technical information (e.g., Wi-Fi incompatibility, firmware updates).
Enhance clarity and professionalism in communication to avoid customer frustration.

Technical Accuracy

Improvement

Incorrectly claimed Wi-Fi 4 router cannot work with Wi-Fi 7 modem, which is false. Failed to perform basic WAN diagnostics (WAN LED, cable check, reconfiguration).

Improvement

Provided incorrect and potentially unsafe support URL. Did not collect product model/serial or perform any troubleshooting for VPN issue.

Improvement

Incorrect URL guidance (HTTPS not used for local admin access). Falsely claimed a 'recent update with the web interface for Linux' caused the issue. Failed to guide customer through standard admin-page troubleshooting.

Improvement

Used 5-press pairing method on LN1600, which is not supported per KB. Provided incorrect technical details about Ethernet backhaul and dBm thresholds. Failed to confirm internet/app connectivity before escalation.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Resolved

Call Outcome: Escalated to advanced tier; callback scheduled in 3–4 hours.
Current Status: Resolved

— — Resolved

Call Outcome: Escalated to Level 2 technical team; callback promised within 2–3 hours.
Level 2 Resolution Steps: [{'timestamp': '2026-06-03 22:03:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-03 23:12:17', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-03 23:12:30', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '* Claimed the case from CAT queue'}, {'timestamp': '2026-06-03 23:12:36', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-04 00:24:58', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'processed call back case number: TE00132129 phone number : [REDACTED_PHONE] ext : 10069 Case: DETAILED DESCRIPTION OF THE ISSUE: Unable to access UI TROUBLESHOOTING: Specific Step-by-Step procedures taken with Customer: USE DETAIL. - Callback process 8:05 AM MNLA - Dialed [REDACTED_PHONE] - I was able to talk with the client - Mention the reason of calling and verified concern - As per the client he was unable to access the WebUI - His reason of access the webUI is he needs to separate the 2.4 a...'}, {'timestamp': '2026-06-04 00:44:57', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "Hello, Charles, Thank you for reaching out to us! I understand you're experiencing some issues with your Linksys device. You may try accessing the router using the steps below. However, before doing so, please make sure to first check the IP address of your computer. To check your computer’s IP address, please follow these steps: For Windows computer: 1. Open the Start menu and select Settings. 2. Click Network & internet.Select Wi-Fi or Ethernet, then click Properties. Your...."}, {'timestamp': '2026-06-04 00:45:11', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
Current Status: Resolved

— — Resolved

Call Outcome: Escalated to Level 2; callback scheduled within 2‑3 hours.
Level 2 Resolution Steps: [{'timestamp': '2026-06-05 22:10:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-05 22:37:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'reviewing the ticket.'}, {'timestamp': '2026-06-05 22:37:17', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-05 22:37:18', 'phase': 'escalated_pending_l2', 'actor_role': 'automation', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-05 22:51:19', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00132487 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer I spoke steph. but he would like to talk to dave [REDACTED_PHONE] end the call'}, {'timestamp': '2026-06-05 23:09:30', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '=================================================================== Time Started: AM /manila time Time ended : / manila time processed call back call out : case number: #TE00132487 phone number : [REDACTED_PHONE] ext. : 30 Call duration : Time spend : ==================================================================== The phone is ringing and I heard automatic call back disclaimer. I spoke to Switch > Ok Modem >>>> Switch >>>> Parent node >>> Ok Accessing the UI : [REDACTED_PHONE] > Ok Access v...'}, {'timestamp': '2026-06-05 23:09:37', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
Current Status: Resolved

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve adherence to standard troubleshooting protocols for common issues (e.g., no internet, admin access).; Reduce provision of incorrect technical information (e.g., Wi-Fi incompatibility, firmware updates).; Enhance clarity and professionalism in communication to avoid customer frustration.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00131603	2026-06-01 14:21:25+00:00	1.00	INBOUND	EA7300	SETUP	not_fixed
#LTS00131615	2026-06-01 14:56:51+00:00	1.40	INBOUND	EA7500	SETUP	Advised customer to replace the router due to alleged Wi-Fi incompatibility and expired warranty, without offering self-help resources or valid troubleshooting.
#LTS00131627	2026-06-01 15:30:35+00:00	1.80	INBOUND	E1200	ACCESS	Advised customer to consider upgrading to a newer router; no further action taken.
#LTS00131641	2026-06-01 16:52:20+00:00	2.80	INBOUND	EA8300	ACCESS	Sent email with general instructions for accessing the router interface after customer declined paid support.
#LTS00131649	2026-06-01 17:21:53+00:00	3.80	INBOUND	MR8300	CONFIGURATION	Agent will email detailed steps to separate the 2.4 GHz band.
#LTS00035215	2026-06-01 19:03:01+00:00	1.80	INBOUND	MX2000	SETUP	Customer ended call due to poor audio and requested to call back; no troubleshooting steps completed, no callback scheduled, no next step provided.
#LTS00035215	2026-06-01 19:06:36+00:00	1.80	INBOUND	MX2000	SETUP	None – call ended without addressing any issue.
#LTS00035215	2026-06-01 19:10:06+00:00	1.10	INBOUND	MX2000	SETUP	Agent incorrectly told the customer the mesh was already configured; no troubleshooting was performed per KB guidance.
#LTS00131680	2026-06-01 19:26:03+00:00	2.80	INBOUND	MR7500	CONNECTIVITY	Customer declined paid support and will contact ISP for further assistance.
#GI00131685	2026-06-01 20:02:19+00:00	3.90	INBOUND	—	GENERAL INQUIRY	Customer to select and purchase either MBE7000 or MX6200 based on stock availability.
#LTS00131696	2026-06-01 20:30:29+00:00	1.10	INBOUND	LRT224	NO TROUBLESHOOTING NEEDED	Directed customer to invalid support URL; no technical fix or valid self-help path provided.
#LTS00131701	2026-06-01 20:41:46+00:00	2.80	INBOUND	MX8500	ACCESS	Customer changed Wi-Fi password in the router UI. Agent advised re-entering the new password on all devices. Paid support offered for future assistance. No verification of success or additional troubleshooting performed.
#LTS00131707	2026-06-01 21:12:17+00:00	1.80	INBOUND	E5400	SETUP	Agent offered $15 paid support or email assistance; suggested purchasing a newer router. No configuration steps provided.
#LTS00131710	2026-06-01 21:29:59+00:00	2.80	INBOUND	E1200	CONNECTIVITY	Advised customer to purchase a newer router; no technical fix or self-help guidance provided.
#LTS00013482	2026-06-01 23:01:29+00:00	1.80	INBOUND	WHW01	CONNECTIVITY	None – call ended without action.
#LTS00131825	2026-06-02 14:55:45+00:00	1.60	INBOUND	E5400	SETUP	Agent will email the customer generic troubleshooting steps; no live fix performed.
#LTS00131845	2026-06-02 15:46:41+00:00	1.60	INBOUND	MX4200	ACCESS	Advised to use router password for local access; offered $15 paid-support session or free email assistance; no specific email-change steps provided.
#LTS00013482	2026-06-02 17:07:48+00:00	1.40	INBOUND	WHW01	CONNECTIVITY	None provided; call ended with invalid transfer script and no follow-up path.
#LTS00131860	2026-06-02 18:06:20+00:00	1.80	INBOUND	MR20EC	SETUP	Agent promised to email a receipt request; no technical fix or self-help guidance provided.
#LTS00131891	2026-06-02 19:28:06+00:00	1.30	INBOUND	EA7500	ACCESS	Advised customer to purchase a new Wi-Fi 6 or Wi-Fi 7 router.
#GI00131894	2026-06-02 19:45:18+00:00	1.80	INBOUND	—	GENERAL INQUIRY	No resolution; no transfer or guidance provided.
#GI00129451	2026-06-02 20:06:23+00:00	1.80	INBOUND	LN1600	CONNECTIVITY	Escalated to advanced tier; callback scheduled in 3–4 hours.
#LTS00131912	2026-06-02 21:02:41+00:00	3.20	INBOUND	WHW03	ACCESS	Agent will send an email with step-by-step instructions for logging into the router and resetting the password.
#GI00131920	2026-06-02 21:30:42+00:00	2.90	OUTBOUND	—	CONNECTIVITY	Add two compatible child nodes and place one inside the main house and one in the pool house, ensuring open space and ~50 ft spacing.
#GI00129451	2026-06-02 23:07:48+00:00	1.80	OUTBOUND	LN1600	GENERAL INQUIRY	Informed customer WHW03 cannot mesh with LN1600; suggested limited wired use with incorrect technical requirements.
#LTS00132038	2026-06-03 15:35:44+00:00	2.80	INBOUND	EA7300	CONNECTIVITY	Advised customer to consider paid support ($15) or replace the out‑of‑warranty EA7300 with a newer model.
#LTS00132066	2026-06-03 17:04:06+00:00	2.80	INBOUND	MR9600	CONNECTIVITY	Agent will send a self‑help email with troubleshooting steps.
#TE00132129	2026-06-03 21:38:26+00:00	1.80	INBOUND	WHW03	ACCESS	Escalated to Level 2 technical team; callback promised within 2–3 hours.
#LTS00132278	2026-06-04 16:59:38+00:00	2.80	INBOUND	E5350	ACCESS	Sent email with password‑reset guide.
#LTS00132323	2026-06-04 21:35:30+00:00	2.80	INBOUND	EA8100	ACCESS	Agent will email password-reset instructions to the customer.
#LTS00132426	2026-06-05 15:54:33+00:00	2.80	INBOUND	MX8500	ACCESS	Use the LAN Ethernet port for the child node and log out/in of the app; monitor if the node now reports wired status, otherwise call back.
#LTS00131955	2026-06-05 19:58:49+00:00	3.00	INBOUND	E1200	CONNECTIVITY	Agent will send an email with generic troubleshooting instructions for the E1200.
#LTS00131955	2026-06-05 20:09:07+00:00	2.80	INBOUND	E1200	CONNECTIVITY	Email resent; customer instructed to check inbox/spam. No confirmation step or follow-up scheduled.
#LTS00132470	2026-06-05 20:11:15+00:00	2.80	INBOUND	MR7350	SETUP	Agent will send an email with detailed troubleshooting steps.
#LTS00132480	2026-06-05 21:16:41+00:00	2.80	INBOUND	WHW01	SETUP	Sent email with step-by-step troubleshooting guide.
#TE00132487	2026-06-05 21:47:35+00:00	2.60	INBOUND	MX5300	ACCESS	Escalated to Level 2; callback scheduled within 2‑3 hours.