weiyu.zeng@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the average across 3 calls reviewed. Overall score range: 1.9 – 3.0.

This Week's Coverage

Models Supported

Product model data not available for this week.

Problem Categories

HARDWARE

The average overall score of 2.45 for HARDWARE calls is below the desired threshold, indicating a need to strengthen technical troubleshooting and diagnostic skills for hardware-related issues. Focus on verifying critical connections (WAN/SIM, LAN) and applying precise reset procedures.

What Went Well

• Warranty claim process clarity

> Explained the warranty claim process clearly and provided a realistic timeline (1-2 business days)

#LTS00131007

• Customer information collection

> Collected essential customer information (name, phone, email, serial number, purchase channel, and date)

#LTS00131007

Growth Opportunities

• Correct reset duration for MX6200

When guiding customers through a factory reset on MX6200 devices, always specify the 10-second press duration (not 20 seconds). This ensures the reset completes properly and avoids unnecessary repetition.

#LTS00131160

• Use the correct admin URL for MBE7000

For MBE7000 routers, the admin interface is always accessed via http://myrouter.info, not the customer’s WAN IP. Confirming this early avoids confusion and speeds up troubleshooting.

#LTS00131189

Next Week's Focus

1. Verify WAN/SIM status on 4G/5G routers – Before concluding hardware failure, always check that the SIM card is detected and the WAN link is up.
2. Apply precise reset durations – Memorize and use the exact reset times for each product line (e.g., 10 seconds for MX6200, 15 seconds for MR9000).
3. Confirm admin URL early – For MBE7000 and similar models, start with “http://myrouter.info” and only proceed to WAN IP if that fails.
4. Provide self-help resources – When ending calls, send at least one KB article or troubleshooting guide to empower customers to try basic steps before the next contact.

Technical Accuracy

• Improvement

Did not verify SIM card status or WAN connection for 4G/5G router (FGW5500) - skipped critical troubleshooting step

#LTS00131007

• Strength

Correctly identified hardware fault and initiated valid warranty claim for FGW5500 - aligned with support protocol

#LTS00131007

Escalation Lessons: What L2 Did

#LTS00131007 — Resolved by Level 2

• What L1 saw: FGW5500 router with red globe light (no signal) and poor Wi‑Fi performance for a week. China Mobile confirmed the issue was not on their end.
• Why it escalated: L1 concluded hardware failure after an ambiguous reset and failed SSID search, without verifying WAN/SIM status or performing a modem power‑cycle.
• What L2 did: Opened a warranty claim, requested photos of the serial label and receipt, and arranged replacement after claim approval (1‑2 business days).
• Current state: Resolved – warranty claim approved, replacement scheduled.
• L1 learning points:

1. Always verify SIM card detection and WAN link status on 4G/5G routers before concluding hardware failure.

2. Perform a full modem power‑cycle (unplug for 30 seconds) as a standard step after reset.

3. Use structured troubleshooting: SIM → WAN → LAN → Wi‑Fi, documenting each step.

#LTS00131160 — Resolved by Level 2

• What L1 saw: MX6200 Velop 6E that would not broadcast its Wi‑Fi SSID; solid blue LED indicated power but no network.
• Why it escalated: L1 provided an incorrect 20‑second reset duration, used the non‑existent term “Nauta,” and performed redundant power‑cycle loops without diagnostic purpose.
• What L2 did: Guided the customer through the correct ~10‑second reset, verified the default SSID on the device label, and initiated a hardware replacement after confirming the fault persisted.
• Current state: Resolved – replacement scheduled after warranty verification.
• L1 learning points:

1. Use the correct reset duration (~10 seconds) for MX6200; 20 seconds is excessive and may confuse the customer.

2. Avoid using unsupported terms like “Nauta”; stick to documented features and procedures.

3. Perform targeted troubleshooting (reset → SSID check → LAN test) rather than repetitive power cycles.

Coach Appendix

• The week’s three calls all ended unresolved, with two escalated for hardware replacement. Accuracy and communication scores were consistently low, driven by incorrect reset guidance (MX6200) and incomplete troubleshooting on 4G/5G devices (FGW5500). Focus next week on verifying WAN/SIM status and using precise reset times to improve first-call resolution.

This Week's Calls