# jeneth.villanil@concentrix.com — Coaching Report

## Week of 2026-05-25 – 2026-05-31

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## At a Glance

| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 1 | 1m 54s | MX8500 | NO TROUBLESHOOTING NEEDED | 1 | 0 |

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## Scorecard

| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 3.00 | 1 |
| Overall | 3.00 | 1 |

*Scores reflect 1 calls reviewed. Score range: lowest = 2, highest = 3.*

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## This Week's Coverage

### Models Supported

Product model data not available for this week.

### Problem Categories

| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| NO TROUBLESHOOTING NEEDED | 1 | 3.0 |  |

The single call fell into the “NO TROUBLESHOOTING NEEDED” category with an average overall score of 3.0. This suggests the issue was recognized, but resolution was not achieved.

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## What Went Well

No transcript highlights available for this week.

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## Growth Opportunities

### **Incorrect pairing method for MX8500**

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.

Next step: **Confirm the correct pairing method for MX8500 Velop** — use the Velop web UI or mobile app for adding child nodes, not the 5-press physical button sequence.

### **Low accuracy and protocol scores**

Accuracy and protocol scores were both at the low end of the scale, indicating room to improve troubleshooting precision and adherence to process.

Next step: **Review the MX8500 Velop pairing and troubleshooting flow** — ensure you verify the admin password, collect serial numbers and warranty details, and document each step taken before moving to the next troubleshooting branch.

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## Next Week's Focus

- **Verify device model and capabilities before recommending troubleshooting steps.** Confirm whether the device supports the method you plan to use (e.g., 5-press vs. web UI).
- **Collect essential customer information early.** Ask for serial numbers, warranty status, and admin credentials at the start of the call to avoid looping later.
- **Document each action taken and the result.** This helps maintain clear communication and supports accurate case logging.
- **Use the Velop web UI or app for adding child nodes** — this is the supported method for MX8500 models.

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## Technical Accuracy

### **Improvement**
[#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

### **Improvement**
> **Note:** Agent failed to verify or collect warranty information or serial number, and did not create or reference a case/ticket number per agent_errors in technical_context.
[#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

### **Improvement**
> **Note:** technical_resolution_status is 'not_fixed' and operational_closure_status is 'pending_resolution' - call did not achieve resolution.
[#LTS00067263](https://linksys.happyfox.com/staff/ticket/67263/)

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## Escalation Lessons: What L2 Did

No escalations occurred this week, so there are no escalation lessons to share.

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## Coach Appendix

*Highest-signal weekly trend:* The sole call involved an MX8500 Velop mesh setup issue where the agent applied an unsupported 5‑press pairing method, leading to unresolved status and low accuracy/protocol scores. Focus for next coaching conversation should remain on correct MX8500 pairing procedures, early information gathering (serial/Warranty), and documentation discipline. All evidence above reflects verbatim transcript excerpts and system data already surfaced.