trecia.malunjao@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
8	11m 33s	SPNM60CF	ACCESS	8	—

Work Mix Lens

Frontline-heavy week: 10 LTS queue calls vs 0 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	2.88	8
Protocol	1.88	8
Communication	2.00	8
Overall	2.28	8

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication
MX	1	19m 23s	2.20	5.00	2.00	3.00
SPN	6	15m 29s	2.20	2.00	1.83	2.00
WHW	2	12m 46s	2.90	3.00	2.00	2.50
WRT	1	10m 42s	1.80	5.00	2.00	1.00

Key Observations

MX is one of the slowest families at 19m 23s.
SPN is one of the slowest families at 15m 29s.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
ACCESS	3	6m 26s	3.00	2.33	2.00	2.67
CONFIGURATION	2	28m 7s	2.40	2.50	2.00	2.00
CONNECTIVITY	2	12m 56s	1.20	1.00	1.50	1.50	✓
SETUP	1	19m 23s	2.20	5.00	2.00	3.00

Week-over-Week Movement

Overall moved down 0.16 vs. last week.
Average handle time moved down by 15m 02s.
Family swing: SPN handle time moved down by 18m 57s vs. last week.
Family swing: WHW handle time moved down by 16m 43s vs. last week.
Family swing: MX handle time moved down by 5m 43s vs. last week.

What Went Well

Accurate device identification

> “All right. Who is your internet service provider, sir? So I see, sir, that the model number of your router is SP-NM-60, right?”

#LTS00131557

KB-aligned technical guidance

> “Performed 5-press reset on parent node… Connected phone to default Velop Setup SSID (Velop Setup EFA).”

#LTS00131622

Clear warranty/communication framing

> “Accurately communicated warranty status and explained paid-support option with clear pricing ($15 for one hour).”

#LTS00131604

Growth Opportunities

Use model-specific admin URLs

What went well: Guided SPNM60 users to [REDACTED_PHONE].

What to improve: For SPNMX-series devices, always use myrouter.info per KB.

> “Instructed customer to open a browser and navigate to incorrect IP addresses ([REDACTED_PHONE] and [REDACTED_PHONE])”

#LTS00131560

Validate resolution before closure

What to improve: Confirm network functionality and set clear follow-up paths.

> “Call ended without confirming resolution or setting follow-up path.”

#LTS00131622

Next Week's Focus

Verify admin URL by device family

- SPNM/SPNMX → myrouter.info

- WHW → myrouter.local or myrouter.info

- MX → myrouter.info

Implement resolution confirmation checklist

- “Can you confirm the 2.4 GHz network is now visible?”

- “Is the Ring doorbell now connected and stable?”

Document serial numbers and warranty status

- Capture early, verify eligibility, and note in HappyFox.

Technical Accuracy

Improvement

> Provided incorrect admin URLs ([REDACTED_PHONE], [REDACTED_PHONE]) for SPNMX-series device; correct URL is myrouter.info per KB.

#LTS00131560

Improvement

> Incorrectly advised DNS entries ('8' and '8884') which are invalid IP formats; led to 'invalid parameters' error.

#LTS00131612

Improvement

> Failed to validate network functionality after firmware update on MX6200; call ended without confirmation.

#LTS00131622

Strength

> Correctly guided customer through 5-press reset for MX6200 and connection to 'Velop Setup' SSID, aligning with KB procedures.

#LTS00131622

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

Primary trend: Frontline-heavy week with focus on ACCESS/CONNECTIVITY issues. Protocol scores (1.88) lag behind accuracy (2.88), indicating need for more structured troubleshooting frameworks.
Key pattern: Admin URL errors and unresolved closure in SPNMX/CONNECTIVITY cases. Prioritize model-specific URL verification and resolution confirmation.
Quote governance: All extracted quotes adhered to PII redaction rules; no new quotes introduced.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00123265	2026-06-01 09:46:42+00:00	3.00	INBOUND	SPNM60CF	ACCESS	Customer logged in successfully after resetting the admin password.
#LTS00123265	2026-06-01 10:04:43+00:00	3.00	INBOUND	SPNM60CF	ACCESS	Customer independently located the Instant-Privacy setting and confirmed resolution. No agent validation or follow-up performed.
#LTS00131557	2026-06-01 10:07:03+00:00	3.00	INBOUND	SPNM62CF	CONFIGURATION	2.4 GHz network now visible and Ring doorbell connected; monitor for future drops and call back if issue recurs.
#LTS00131560	2026-06-01 10:29:50+00:00	1.00	INBOUND	SPNMX55GC	CONNECTIVITY	None – no information available.
#LTS00131560	2026-06-01 10:39:50+00:00	1.40	INBOUND	SPNMX55GC	CONNECTIVITY	None – password reset failed and no follow-up action was agreed upon.
#LTS00131604	2026-06-01 14:23:58+00:00	3.00	INBOUND	WHW01	ACCESS	Agent suggested using the router password to log in via the app; no further steps were taken.
#LTS00131612	2026-06-01 14:49:24+00:00	1.80	INBOUND	SPNM60CF	CONFIGURATION	Agent will send an email with further instructions; customer advised to try a different browser on a PC.
#LTS00131622	2026-06-01 15:15:08+00:00	2.20	INBOUND	MX6200	SETUP	Customer instructed to run firmware update and complete setup; no confirmed resolution or follow-up path established.
#LTS00102156	2026-06-03 14:05:06+00:00	2.80	INBOUND	WHW03	CONNECTIVITY	Offered paid‑support or a self‑help link; customer declined.
#LTS00126413	2026-06-04 14:23:06+00:00	1.80	INBOUND	WRT1200AC	ACCESS	Advised customer to contact T-Mobile support for the VOIP adapter. No additional resources or case documentation provided.