gerlie.miguello@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Based on 32 calls reviewed. Score range: 1.0–4.0.

This Week's Coverage

Models Supported

Key pattern: Lower scores on MX2000 and SPNMX55GC calls suggest a need for deeper familiarity with these models’ setup and troubleshooting flows.

Problem Categories

Connectivity and Access categories show lower average scores, indicating these areas need targeted attention. Common issues include LED misinterpretation, incorrect reset procedures, and incomplete model confirmation.

What Went Well

Strength: Effective troubleshooting guidance for MX6200 node re-pairing

“The agent guided the customer through a 15-second reset, app-based re-pairing, and confirmed solid white LED with strong signal strength (-57 dBm). Issue resolved.”

#LTS00131212

Strength: Clear communication and protocol adherence during general inquiry

“Agent provided accurate compatibility guidance for MX6202 within the MX6200 series and suggested appropriate alternative SKU (MX6201) for a single-node setup.”

#GI00130856

Growth Opportunities

Improvement: Incorrect technical guidance on reset procedures and LED interpretations

“Agent provided incorrect reset duration (15 seconds instead of 10 seconds) and LED guidance (solid purple instead of solid blue/white) for SPNM/LN series nodes.”

#LTS00131382

Next step: Always verify model-specific reset times and LED states in KB before instructing customers. Use 10-second resets for SPNM/LN series and confirm correct LED colors (solid blue/purple for ready, solid white for online).

Improvement: Failure to confirm product model before providing model-specific instructions

“Agent misidentified product model as 'SBMX 56' — a non-existent Linksys model — and provided incorrect pairing instructions without confirming the device family.”

#LTS00131398

Next step: Begin every call with clear model and serial number confirmation. Cross-reference the model against KB to ensure accurate troubleshooting paths and avoid confusion.

Next Week's Focus

1. Start every call with model/serial confirmation and verify against KB before proceeding.
2. Use model-specific reset durations: 10 seconds for SPNM/LN series, 15 seconds for MX/Velop series.
3. Confirm LED states match KB: solid purple (setup) → solid white (online) for MX/Velop; solid blue for SPNM/LN.
4. Document all steps taken and summarize next actions clearly before closing calls, especially for unresolved issues.

Technical Accuracy

Improvement

Agent provided materially incorrect technical information: claimed router password is Wi-Fi password and used incorrect IP address [REDACTED_PHONE] instead of [REDACTED_PHONE].

#TE00130829

Improvement

Agent provided incorrect reset duration and LED guidance for SPNM-series router, leading to unresolved admin access issue.

#LTS00130743

Improvement

Agent provided wrong admin credentials ('admin/admin') for MBE7000 and directed customer to invalid /sysinfo.cgi URL, which is not supported on MBE7000 per KB.

#LTS00117507

Coaching Moments

Improvement

“Agent provided incorrect URL and prematurely offered paid support without proper troubleshooting or self-help path.”

#LTS00130885

Improvement

“Agent failed to perform any diagnostic steps and provided inaccurate information about firmware updates.”

#LTS00131386

Escalation Lessons: What L2 Did

#TE00130750 — Resolved by Level 2

• What L1 saw: Customer reported Wi‑Fi connectivity issues and a purple LED on an MR20X router. L1 interpreted the purple LED incorrectly (Velop-specific) and offered paid support after failed payment.
• Why it escalated: L1 failed to provide any technical troubleshooting, misapplied LED interpretation, and did not process payment correctly.
• What L2 did: L2 clarified the LED state, guided the customer through basic troubleshooting (reset, WAN verification), and offered a callback for further assistance.
• Current state: Resolved after L2 intervention.
• L1 learning points:

1. Verify router model before interpreting LED states. MR series uses solid blue for ready, not purple.

2. Always attempt basic troubleshooting (reset, WAN check) before offering paid support.

3. Follow payment processing protocol: explain issues, offer secure alternatives, or escalate clearly.

#TE00130829 — Resolved by Level 2

• What L1 saw: Customer reported wired mesh nodes showing as Wi‑Fi connected in the app with unstable connections.
• Why it escalated: L1 gave incorrect technical guidance (claimed router password is Wi‑Fi password) and used an invalid IP address for web UI access.
• What L2 did: L2 corrected the IP address, clarified password distinctions, and guided the customer through proper reset and re-pairing steps.
• Current state: Resolved after L2 intervention.
• L1 learning points:

1. Distinguish between router admin password and Wi‑Fi password; never equate them.

2. Use the correct local IP address ([REDACTED_PHONE] or myrouter.local) for web UI access.

3. Confirm product model before providing model-specific instructions to avoid confusion.

#LTS00131009 — Resolved by Level 2

• What L1 saw: Customer could not access router admin UI (myrouter.info / [REDACTED_PHONE]) on their WHW03CFV2 mesh node; UI showed a blue loading circle.
• Why it escalated: L1 misidentified the product, gave incorrect URL guidance, and failed to perform correct reset procedures.
• What L2 did: L2 clarified the correct URLs, guided the customer through a proper 10-second reset, and advised re-pairing via the app.
• Current state: Resolved after L2 intervention.
• L1 learning points:

1. Use myrouter.info or [REDACTED_PHONE] for WHW series admin access; avoid incorrect URLs.

2. Perform a 10-second reset for WHW series nodes, not 15 seconds.

3. Verify admin password and attempt UI access from a wired connection if issues persist.

#TE00131428 — Resolved by Level 2

• What L1 saw: Main MX2000 mesh node solid red, satellite nodes red/blinking; no internet after removing ISP router.
• Why it escalated: L1 provided wrong reset duration (15s vs 10s), incorrect default SSID/password, and failed to verify WAN connection.
• What L2 did: L2 corrected reset steps, clarified default credentials, and guided the customer through WAN and mesh reconfiguration.
• Current state: Resolved after L2 intervention.
• L1 learning points:

1. Use 10-second resets for MX series nodes; 15 seconds is incorrect.

2. Default SSID is “MX2000 Setup” and password is “admin” for MX2000; never assume other defaults.

3. Always verify WAN connectivity (modem power cycle, Ethernet cable) before concluding hardware fault.

Coach Appendix

Weekly trend: High rate of unresolved calls (76%) with consistent issues in accuracy and protocol adherence, especially around model-specific guidance, reset procedures, and LED state interpretation. Focus should remain on strict model confirmation, KB-aligned troubleshooting, and clear step-by-step guidance before offering paid support or escalation.

This Week's Calls