johnclark.labadan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the 14 calls reviewed this week.

This Week's Coverage

Models Supported

Note: Lower scores on MX4200 and SPNM62CF calls suggest a need for focused practice on these models.

Problem Categories

Connectivity & Setup Focus: The lower average scores in both categories indicate a need for more structured troubleshooting and clearer guidance during these types of calls. Pay special attention to LED interpretation, pairing methods, and verification steps.

What Went Well

Effective troubleshooting and resolution

Successfully resolved mesh node connectivity using the 5-press method, confirming solid green/blue LEDs and Wi‑Fi access

#TE00122939

Accurate technical guidance

Correctly identified the need for a wired WAN connection for the MX4200 router and avoided unnecessary paid support upsells

#LTS00131050

Growth Opportunities

Technical inaccuracies and protocol misses

Provided incorrect default admin password ('admin admin') and mentioned non-existent LED colors (magenta/pink) during troubleshooting

#TE00122939

Next step: Double-check default credentials and valid LED states before guiding customers. Use KB articles to confirm exact values.

Failure to follow troubleshooting protocols

Did not perform basic troubleshooting or verify modem presence/functionality before advising connection for the MX4200 router

#LTS00131050

Next step: Always verify modem status and physical connections early in the call. Use the “modem test” script to confirm WAN connectivity before proceeding.

Next Week's Focus

1. Verify modem status first in connectivity calls — test with a wired device or direct connection before guiding mesh setup.
2. Confirm product model and serial number at the start of every call to ensure accurate troubleshooting paths.
3. Use KB articles to double-check default credentials, LED meanings, and pairing procedures before giving instructions.
4. Document every escalation with clear next steps and timestamps to avoid repeat contacts.

Technical Accuracy

Improvement

Incorrect admin password guidance contradicts KB article, leading to customer confusion.

#TE00122939

Improvement

Incorrect LED color guidance misled the customer during troubleshooting.

#TE00122939

Improvement

No verification of modem functionality led to unresolved connectivity issue.

#LTS00131050

Improvement

Incorrect pairing method for SPNM series led to unresolved node connectivity.

#TE00117836

Strength

Accurate application of 5-press method resolved mesh node connectivity.

#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

Note: The agent provided an incorrect default admin password ('admin admin') and mentioned a non-existent LED color (magenta/pink), creating confusion and undermining trust.

Improvement

“Oh. Okay. Okay. Got it. But we can try to do the troubleshooting right now with me. We can give it a one last time if you would like. No, you're no lo...”

#TE00130963

Note: The agent failed to gather essential device details, perform any diagnostic actions, or set a clear callback time, leaving the customer without a path forward.

Improvement

“All right. So, you have one router, is that what you want like is that is that what you said? So you want that device to connect to your router, is that correct? All right. So is it a Linksys device? Uh, is it a Linksys device? All right. How many Linksys router do you have? How many Linksys router do you have? All right, just one. And what is the the let's”

#LTS00131050

Note: The agent correctly identified the need for a wired WAN connection but failed to verify modem presence or guide the customer through the setup process, resulting in an unresolved issue.

Improvement

“Okay. If it keeps the light statuses paddedLink, it means that it was reset already. But now it is related to add this arrival node to...”

#TE00117836

Note: The agent instructed an incorrect 5-press pairing method for the SPNM series and misidentified LED states, leading to an unresolved node connectivity issue.

Escalation Lessons: What L2 Did

#TE00122939 — Resolved by Level 2

• What L1 saw: All four child mesh nodes showed solid red lights and would not connect to the network.
• Why it escalated: The case was escalated after the L1 agent failed to resolve the issue despite multiple resets and incorrect guidance (wrong password, non-existent LED colors).
• Related call chain: This was a follow-up call after an initial contact where the issue was not resolved.
• What L2 did: L2 verified the 5-press method was appropriate, confirmed the parent node was in discovery mode, and guided the customer through successful pairing. L2 also corrected the LED color misunderstandings and clarified the correct default credentials.
• Current state: Resolved — all child nodes are now online (solid green/blue) and the customer's devices can connect to Wi‑Fi.
• L1 learning points:

1. Always confirm the exact product model and serial number before troubleshooting.

2. Use KB articles to verify default credentials and valid LED states.

3. Apply the 5-press method only for supported mesh families (MX, MR, WHW) and confirm discovery mode before proceeding.

#TE00130963 — Resolved by Level 2

• What L1 saw: Customer reported no internet connectivity on a laptop; unable to access the network for troubleshooting.
• Why it escalated: The case was escalated because the L1 agent offered a callback but did not schedule one, collected no device information, and performed no troubleshooting.
• Related call chain: Multiple prior contacts where the issue was not resolved, including an abandoned call and an incorrect paid-support offer.
• What L2 did: L2 advised the customer to verify modem status, guided through basic connectivity tests, and scheduled a callback for further troubleshooting. L2 also documented the issue clearly for follow-up.
• Current state: Resolved — the customer was guided to verify modem connectivity and schedule a callback for continued support.
• L1 learning points:

1. Always gather device details (model, serial, warranty) and verify modem status early in the call.

2. Set a specific callback time or provide a self-help path if the customer lacks a troubleshooting device.

3. Document all steps taken and next actions clearly in the case notes.

#TE00123101 — Resolved by Level 2

• What L1 saw: Intermittent Wi‑Fi connectivity; Xbox and TV lose connection and show no internet.
• Why it escalated: The case was escalated after L1 failed to collect model/serial numbers early, provided incorrect DNS values, and misidentified LED colors.
• Related call chain: This was a follow-up call after an initial contact where the issue was not resolved.
• What L2 did: L2 performed a remote session, reset MX5300 nodes, added child nodes, disabled band-steering, and manually configured a static IP/DNS on the Xbox. L2 also provided a ticket number and direct hotline for future support.
• Current state: Resolved — Xbox and TV now connect to the network.
• L1 learning points:

1. Collect model/serial numbers at the start of the call to ensure accurate troubleshooting.

2. Verify DNS settings and avoid providing incorrect values.

3. Use remote access tools when appropriate to efficiently resolve complex issues.

#TE00075510 — Resolved by Level 2

• What L1 saw: Customer unable to find new Pro 7 nodes for purchase; wants to know availability, future product plans, and differences between Pro 7 and Pro 6E.
• Why it escalated: The case was escalated because L1 did not create a case for a substantive product inquiry, mispronounced the brand name, and provided excessive hold time without updates.
• Related call chain: This was a follow-up call after an initial contact where the issue was not resolved.
• What L2 did: L2 confirmed product discontinuation, explained Wi‑Fi 7 vs. Wi‑Fi 6 differences, and directed the customer to the support website. L2 also provided clear communication and next steps.
• Current state: Resolved — customer received accurate product information and was directed to self-help resources.
• L1 learning points:

1. Always create a case for substantive product inquiries to track and follow up.

2. Use correct brand pronunciation and avoid mispronouncing “Linksys” as “Lindsys.”

3. Provide clear, concise information and next steps, avoiding excessive hold times without updates.

#TE00037591 — Resolved by Level 2

• What L1 saw: Customer is having trouble adding the child node WHW01 to the existing system.
• Why it escalated: The case was escalated after L1 failed to resolve the issue and provided incorrect guidance.
• Related call chain: This was a follow-up call after an initial contact where the issue was not resolved.
• What L2 did: L2 guided the customer through adding the child node using the UI and confirmed successful connection.
• Current state: Resolved — child node WHW01 was successfully added to the network.
• L1 learning points:

1. Use the correct methods for adding child nodes (UI or app) and avoid incorrect pairing methods.

2. Verify successful connection through the admin interface or app after adding nodes.

3. Provide clear, step-by-step instructions and confirm each step with the customer.

#TE00131279 — Resolved by Level 2

• What L1 saw: Unable to add two child nodes to Velop mesh; nodes show incorrect LED colors and do not connect.
• Why it escalated: The case was escalated after L1 provided incorrect technical guidance for Velop node pairing, including wrong LED interpretations and inappropriate pairing methods.
• Related call chain: This was a follow-up call after an initial contact where the issue was not resolved.
• What L2 did: L2 corrected the LED color interpretations, used the appropriate pairing method for Velop nodes (web UI or app), and verified parent node internet connection before node pairing.
• Current state: Resolved — child nodes were successfully added to the mesh network.
• L1 learning points:

1. Use the correct LED color interpretations for Velop nodes (e.g., solid purple indicates ready for setup).

2. Use the appropriate pairing method for Velop nodes (web UI or app) and avoid the 5-press method.

3. Always verify parent node internet connection before attempting to add child nodes.

#TE00117836 — Resolved by Level 2

• What L1 saw: One child mesh node (SPNM57) will not connect to the parent node; LED shows solid pink/blue; poor signal in far rooms.
• Why it escalated: The case was escalated after L1 instructed an incorrect 5-press pairing method, misidentified LED states, and did not verify pairing success via the admin interface.
• Related call chain: This was a follow-up call after an initial contact where the issue was not resolved.
• What L2 did: L2 corrected the pairing method for SPNM series (app-based setup or pair button), verified LED states, and guided the customer through proper pairing and verification via the web UI.
• Current state: Resolved — child node SPNM57 was successfully paired with the parent node.
• L1 learning points:

1. Use the correct pairing method for SPNM series (app-based setup or pair button) and avoid the 5-press method.

2. Verify LED states according to KB documentation and do not misidentify them.

3. Always verify pairing success via the admin interface (http://myrouter.info) or app after attempting to pair nodes.

#TE00127374 — Resolved by Level 2

• What L1 saw: Intermittent internal connection drops on MDE 7000 device.
• Why it escalated: The case was escalated after L1 placed the call on hold to review the ticket without performing any troubleshooting, providing resolution, or offering clear next steps.
• Related call chain: This was a follow-up call after an initial contact where the issue was not resolved.
• What L2 did: L2 reviewed the ticket, performed troubleshooting, and provided a resolution plan to the customer.
• Current state: Resolved — the issue was addressed and a resolution plan was provided.
• L1 learning points:

1. Perform troubleshooting and provide resolution or clear next steps before placing a call on hold.

2. Gather essential device details (model, serial number, warranty status) to ensure accurate troubleshooting.

3. Follow standard troubleshooting flow for mesh connectivity issues and document all steps taken.

Coach Appendix

High-signal weekly trend: The most common issue this week was connectivity and setup problems, particularly with mesh node pairing and modem integration. Technical inaccuracies (wrong passwords, LED colors) and incomplete protocol adherence (missing modem checks, unclear next steps) were frequent pain points. Focus next week on structured troubleshooting for connectivity calls, verifying modem status first, and using KB articles to confirm credentials and LED meanings before guiding customers.