jeraldjun.villanubos@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a week with 30 calls reviewed. Overall scores ranged from 1.0 to 4.2.

This Week's Coverage

Models Supported

Key pattern: Lower scores on EA9300 calls suggest a need for additional focus on this model’s troubleshooting flows and warranty processes.

Problem Categories

Connectivity and Access categories show lower average scores, indicating these areas need targeted improvement. Common issues include incorrect LED interpretation, misapplied reset procedures, and premature paid-support offers.

What Went Well

Effective Use of Local Admin URL

Guided customer to access router admin page at http://[REDACTED_PHONE] or myrouter.local in multiple calls, enabling direct configuration and troubleshooting.

#LTS00130775

#LTS00130900

Successful Mesh Node Pairing and Reset Guidance

Successfully guided customers through resetting and pairing mesh nodes, resulting in solid white LEDs and restored connectivity.

#LTS00131069

#LTS00131259

Prompt Emailing of Setup Guides

Quickly emailed the correct manual to a customer after correcting an email typo, enabling self-help setup.

#LTS00130775

Growth Opportunities

Correct Reset Procedures and Pairing Methods

Several calls involved incorrect reset durations and pairing instructions, leading to unresolved issues.

Provided incorrect reset duration (20 seconds) for MX6200; KB specifies 10 seconds for factory reset.

#LTS00130900

Next step: Always verify reset times in the KB before instructing customers. For MX6200, use a 10-second reset and the 5-press discovery mode for pairing—not a “Pair button.”

Avoid Premature Paid Support Offers

Paid support was offered before basic troubleshooting in several cases, which can frustrate customers and reduce trust.

Offered $15 paid support without verifying warranty status or attempting basic troubleshooting.

#LTS00130761

Next step: Follow the protocol: collect model/serial, verify warranty, and attempt at least one basic troubleshooting step (e.g., power cycle, LED check) before suggesting paid support.

Next Week's Focus

1. Master Reset and Pairing Guides: Review KB articles for MX6200, WHW03, and EA9300 reset procedures and pairing methods. Practice delivering these steps clearly and accurately.
2. Warranty and Eligibility Checks: Before offering paid support, always confirm warranty status using internal tools and document the findings.
3. Collect Critical Details Early: Ensure model number, serial number, and ISP information are captured at the start of every call to streamline troubleshooting.
4. Validate LED States: Cross-check LED meanings with the KB for each device family to avoid misinterpretation (e.g., solid blue = ready for MX6200, not a hardware issue).

Technical Accuracy

Improvement

Provided incorrect reset duration (20 seconds) for MX6200; KB specifies 10 seconds for factory reset.

#LTS00130900

Improvement

Incorrectly suggested using a 'Pair button' on MX6200, which does not exist; correct method is 5-press pairing.

#LTS00131259

Improvement

Failed to provide correct guidance for checking firmware updates; incorrectly stated firmware cannot be updated for EA6300.

#LTS00130971

Improvement

Provided incorrect router IP address ([REDACTED_PHONE]) instead of [REDACTED_PHONE], leading to failed login.

#LTS00130891

Strength

Successfully guided customer through re-adding a mesh node via app and Ethernet connection, restoring basic functionality.

#LTS00130740

Coaching Moments

Improvement

Provided incorrect reset duration (20 seconds) for MX6200; KB specifies 10 seconds for factory reset.

#LTS00130900

Improvement

Incorrectly suggested using a 'Pair button' on MX6200, which does not exist; correct method is 5-press pairing.

#LTS00131259

Improvement

Failed to provide correct guidance for checking firmware updates; incorrectly stated firmware cannot be updated for EA6300.

#LTS00130971

Improvement

Provided incorrect router IP address ([REDACTED_PHONE]) instead of [REDACTED_PHONE], leading to failed login.

#LTS00130891

Escalation Lessons: What L2 Did

#TE00130963 — Resolved by Level 2

• What L1 saw: Customer reported selective connectivity issues—specific apps (Walmart, Amazon) and Roku TV were unable to access the internet while other apps and general browsing worked normally.
• Why it escalated: The case was escalated due to unresolved connectivity after multiple L1 attempts, including power cycles and resets, and because the customer was unable to perform advanced troubleshooting independently.
• Related call chain: This was a multi-contact case involving several L1 agents before escalation. The initial L1 agent closed the case prematurely without proper documentation or next steps, requiring L2 to restart diagnostics.
• What L2 did: L2 conducted advanced troubleshooting, including firmware re-flash and network isolation steps, and coordinated a callback to guide the customer through specific diagnostic procedures.
• Current state: The case is resolved, with the customer confirming improved connectivity after L2 intervention.
• L1 learning points:

1. Perform comprehensive initial diagnostics (e.g., check WAN status, verify LED states, test connectivity across devices) before closing or escalating.

2. Document all troubleshooting steps and customer responses thoroughly to avoid redundant escalations.

3. For selective connectivity issues, consider app-specific or DNS-related causes and guide customers through advanced troubleshooting when basic steps fail.

#TE00131114 — Resolved by Level 2

• What L1 saw: Customer’s LAPAC1750C access point was offline after a power outage, with no internet connectivity.
• Why it escalated: L1 incorrectly stated the device was discontinued and unsupported, failing to perform basic troubleshooting or verify the outage cause.
• Related call chain: This was a single-contact escalation; L1 did not attempt any resolution before handing off.
• What L2 did: L2 verified the device was still under support, performed a full reset and reconfiguration, and confirmed the access point regained connectivity.
• Current state: The case is resolved, with the access point operational.
• L1 learning points:

1. Always verify product support status using internal tools before informing customers of discontinuation.

2. For offline devices after power loss, start with a factory reset and WAN status check.

3. Provide clear, step-by-step guidance to customers, even for seemingly simple resets, to ensure successful resolution.

#TE00131111 — Resolved by Level 2

• What L1 saw: Customer’s EA9300 router showed no internet speed despite ISP confirmation of service.
• Why it escalated: L1 failed to collect critical details (model, serial, warranty) and provided incorrect support email and company name, leading to confusion and unresolved issues.
• Related call chain: Multiple L1 contacts occurred, with inconsistent information and incomplete troubleshooting.
• What L2 did: L2 gathered missing details, performed a thorough diagnostic (including WAN checks and firmware verification), and guided the customer through a successful reset and reconfiguration.
• Current state: The case is resolved, with restored internet speed.
• L1 learning points:

1. Collect model, serial number, and warranty information at the start of every call to enable proper diagnostics and support pathing.

2. Use correct company names and support emails to maintain credibility and avoid customer confusion.

3. For “no speed” issues, verify WAN connectivity, perform a power cycle, and check for firmware updates before escalating.

#TE00131346 — Resolved by Level 2

• What L1 saw: Customer’s WRT3200ACM router lost internet after a modem replacement, with no WAN IP.
• Why it escalated: L1 provided incorrect guidance (e.g., MAC cloning) and unsafe PCI practices, and failed to establish a clear troubleshooting flow before escalating.
• Related call chain: Single-contact escalation due to unresolved WAN connectivity.
• What L2 did: L2 conducted a systematic WAN diagnostic, verified modem activation, and guided the customer through a successful factory reset and reconfiguration.
• Current state: The case is resolved, with restored internet connectivity.
• L1 learning points:

1. Avoid suggesting MAC cloning for WAN issues; focus on verifying modem status and performing standard resets.

2. Follow PCI compliance when handling payment information—never read back or store full credit-card details.

3. Establish a clear, step-by-step troubleshooting flow before escalating to ensure efficient resolution.

Coach Appendix

Weekly Trend: The most common issues this week involved connectivity problems and incorrect technical guidance (reset procedures, LED interpretations, admin URLs). Agents sometimes offered paid support prematurely and failed to collect critical device details (model, serial number, warranty status).

Key focus for next coaching:

• Reinforce the importance of collecting model/serial numbers and verifying warranty status at the start of every call.
• Review and practice correct reset durations and pairing methods for MX6200, WHW03, and EA9300.
• Avoid premature paid-support offers; ensure at least one basic troubleshooting step is attempted before suggesting paid options.

This Week's Calls

| #LTS00130971 | 2026-05-26 22: