johnclark.labadan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 13 calls reviewed. Overall range: 1.3 – 3.2.

This Week's Coverage

Models Supported

Key pattern: Lower scores on WHW03 calls (1.8 avg) suggest a need for focused practice on Velop mesh troubleshooting and LED interpretation.

Problem Categories

Connectivity focus: The lower average score (2.11) for connectivity issues highlights an area where refined troubleshooting steps and clearer escalation criteria could boost performance.

What Went Well

Remote session troubleshooting persistence

“Do we have like a computer or laptop sure that is available right now mm-hmm because what I need to do right now Sure is um if you're fine with it I can do like a remote access um on your computer or laptop so that I'll be the one to access the router settings and do something on the settings um...”

#TE00123101

The agent successfully completed a remote session, factory‑reset MX5300 nodes, disabled band‑steering, and configured static IP/DNS to resolve intermittent Xbox/TV connectivity. This demonstrates strong technical adaptability and customer partnership during complex setups.

Accurate product discontinuation communication

“Yes, but as of now, we don't know longer directly products, okay? By the way, your current network right now, is it using V7 program already or?”

#TE00075510

The agent correctly confirmed the discontinuation of Pro 7 (MBE7000) nodes, explained Wi‑Fi 7 vs. Wi‑Fi 6 technical differences, and directed the customer to official support resources—providing clear, factual guidance without overpromising.

Growth Opportunities

Correct application of the 5‑press reset method

“Okay. All right. Let me just ask you All right. Do you have a links to this app on your phone? Um, sir Earl. Okay. No need to worry about that. Uh, no need to? Yep. Uh, we can just, uh, use like a computer or laptop. Do you have one? All right. Got it. Thank you so much. Can you tell me what you're seeing right now? On that page?”

#TE00122939

The 5‑press reset method only applies to Cognitive Mesh devices (MX/MR/WHW series). It was incorrectly used on Velop (WHW03) and SPNM devices in several calls, leading to confusion and unresolved issues. Next step: Confirm device family before instructing resets—use the web UI or app for Velop nodes instead.

Incomplete troubleshooting before case closure

“We can actually arrange another callback like your preferred time and day. May I ask for that one?”

#TE00130963

When customers lack a wired connection or a device for troubleshooting, it’s essential to schedule a concrete callback time and document next steps clearly. Simply offering a callback without a schedule leaves customers in limbo and creates operational ambiguity.

Next Week's Focus

1. Verify device family before resets – Ask for the exact product model (e.g., “Is this a Velop WHW03 or a MX4200?”) and use the correct reset method: 5‑press only for Cognitive Mesh (MX/MR/WHW), web/app for Velop.
2. Set explicit callback windows – When arranging follow‑ups, confirm a specific day/time window (e.g., “Would 3 p.m.–5 p.m. tomorrow work?”) and document it in the case notes.
3. Lead with empathy and clarity – Begin calls by acknowledging the customer’s situation, then outline the troubleshooting plan in plain language before diving into technical steps.
4. Practice LED state interpretation – Review KB articles for Velop LED meanings (solid purple = ready for setup, solid blue = connected, solid red = no internet) to avoid misguidance.

Technical Accuracy

Improvement

Agent provided incorrect default admin password ('admin admin') when KB states correct default is 'admin'. Call fc7f5222: technical_context notes this error at 00:04:00.

#TE00122939

Improvement

Agent applied 5‑press reset method to WHW03 (Velop) which is not supported per KB – only valid for Cognitive Mesh models (MX/MR/WHW series). Call 0d4089d0: accuracy=1, technical_resolution_status=likely_fixed_unconfirmed.

#LTS00131203

Improvement

Agent provided incorrect LED color guidance – told customer to wait for blue light during reset, but Velop nodes show purple when ready for setup. Call 7b74bb8e: accuracy=1, operational_closure_status=callback_or_followup_set.

#TE00131279

Improvement

Agent instructed 5‑press pairing method on SPNM57 (Velop) which is not supported – KB specifies app‑based setup or pair button. Call f53f2998: accuracy=1, technical_resolution_status=not_fixed.

#TE00117836

Strength

Agent correctly applied 5‑press reset method for Velop mesh pairing on WHW01 (call fc7f5222), aligning with KB guidance for MX/MR/WHW series. Resolved connectivity issue.

#TE00122939

Coaching Moments

Improvement

“Okay. All right. Let me just ask you All right. Do you have a links to this app on your phone? Um, sir Earl. Okay. No need to worry about that. Uh, no need to? Yep. Uh, we can just, uh, use like a computer or laptop. Do you have one? All right. Got it. Thank you so much. Can you tell me what you're seeing right now? On that page?”

#TE00122939

The agent provided the incorrect default admin password (admin admin) instead of the correct admin. This misstep can block customers from accessing router settings and should be corrected in future calls.

Improvement

“We can actually arrange another callback like your preferred time and day. May I ask for that one?”

#TE00130963

When offering a callback, always confirm a specific time window (e.g., “Would 3–5 p.m. tomorrow work?”) to avoid vague follow‑ups and ensure the customer knows when to expect contact.

Improvement

“Okay um got it mm hmm okay um can you tell me what is the light on top of your linksys router that is not working uh solid red light okay is it like a bright red or like a pinkish red okay okay so that node is not plug in right now is that correct all right yeah if if needed uh-huh uh we need”

#LTS00131050

The agent advised a wired WAN connection but did not verify the modem’s presence or guide the customer through the setup process. Always confirm modem functionality before instructing customers to connect devices.

Escalation Lessons: What L2 Did

#TE00122939 — Resolved by Level 2

#TE00130963 — Resolved by Level 2

#TE00123101 — Resolved by Level 2

#TE00075510 — Resolved by Level 2

#TE00037591 — Resolved by Level 2

#TE00131279 — Resolved by Level 2

#TE00117836 — Resolved by Level 2

#TE00127374 — Resolved by Level 2

Coach Appendix

Weekly trend: Connectivity issues dominate (9/13 calls, avg overall 2.11), with recurring mistakes around the 5‑press reset method on Velop devices (WHW03, SPNM). Protocol scores are low (1.69 avg), indicating missed steps in device identification, callback scheduling, and LED state verification.

Key pattern: The agent often applies the 5‑press reset method to Velop devices where it is not supported, leading to confusion, unresolved issues, and low accuracy scores (1–1.5). This aligns with KB guidance that limits the 5‑press method to Cognitive Mesh models (MX/MR/WHW series).

Actionable insight: Prioritize model confirmation at the start of each call and reference device‑specific KB articles before instructing resets or pairing steps. This will reduce misapplication of the 5‑press method and improve both accuracy and overall scores.