jorgenathaniel.amores@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 47 | 15m 3s | WHW03 | CONNECTIVITY | 47 | 4 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.20 | 47 |
| Protocol | 1.60 | 47 |
| Communication | 1.90 | 47 |
| Overall | 2.00 | 47 |
*Scores reflect a week with 47 calls reviewed. Overall scores ranged from 1.1 to 3.6.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 8 | 2.0 |
| MX6200 | 5 | 2.0 |
| EA7350 | 3 | 2.3 |
| MX2000 | 2 | 1.4 |
| E5600 | 2 | 2.4 |
Key Pattern: Lower scores on MX2000 calls suggest a need for deeper familiarity with this Velop system’s setup and troubleshooting flows.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 18 | 2.0 | ✓ |
| SETUP | 12 | 2.1 | ✓ |
| ACCESS | 7 | 1.8 | ✓ |
| NO TROUBLESHOOTING NEEDED | 4 | 2.0 | |
| GENERAL INQUIRY | 2 | 2.2 | |
| CONFIGURATION | 2 | 1.4 | ✓ |
Focus Areas to Watch:
- CONNECTIVITY (Avg 2.0): Frequent missteps in LED interpretation, WAN verification, and self-help guidance. Prioritize structured diagnostics (modem check → WAN cable → ISP status → router LEDs) before escalation.
- SETUP (Avg 2.1): Inconsistent reset durations, unsupported pairing methods, and missing model/serial collection. Reinforce KB-aligned reset procedures and case documentation.
- ACCESS (Avg 1.8): Materially incorrect technical advice (e.g., Windows folder paths, IP addressing) and premature paid-support offers. Focus on accurate URL guidance and warranty verification.
What Went Well
Accurate Technical Guidance for EA Series Wi‑Fi Password
“The network key printed on the router label is the Wi‑Fi password.”
- Why it matters: This aligns perfectly with EA Series KB guidance, enabling customers to connect devices without unnecessary complexity.
Effective Self‑Help Guidance for Third‑Party App Removal
“The Express VPN app—not the router or ISP—was the source of internet disconnection.”
- Why it matters: Correctly diagnosing and guiding the customer to remove the rogue app resolved the issue efficiently, avoiding unnecessary router resets or ISP escalations.
Growth Opportunities
Correct LED Interpretation and Reset Durations for MX2000 Velop
“The primary node is pink… the rest of the nodes are red or blinking red.”
- What “good” looks like:
- MX2000 LEDs are purple/white/red only—never magenta/pink.
- Factory reset = 10 seconds, not 30.
- Verify WAN connectivity and physical setup before resetting.
- Next step: Confirm modem/ISP status, check Ethernet cabling, and use the correct 10‑second reset. If issues persist, initiate RMA for the unresponsive node (solid magenta).
Avoid Materially False Technical Advice on Windows System Folders
“Look for a directory called C drive. programs_data/Microsoft WINDOWS/wentmp…”
- What “good” looks like:
- Never instruct customers to search Windows system folders for router issues—this is invalid and contradicts all KB references.
- Use standard router troubleshooting: power-cycle, WAN check, correct reset procedure.
- Next step: Apologize for the confusion, clarify that no Windows folder search is needed, and guide the customer through a proper power-cycle and LED verification.
Next Week's Focus
- Master MX2000 LED States & Reset Procedure
- Memorize: Purple = online, White = setup, Red = error.
- Practice the 10‑second factory reset on training units before customer calls.
- Standardize WAN/Modem Verification
- Always ask: “Is the modem showing a solid green sync light?”
- If not, guide the customer to power-cycle the modem first—this resolves >70% of “no internet” cases.
- Eliminate Windows Folder References
- Replace any mention of Windows system paths with router‑centric steps: reboot, reset, admin UI access.
- Document Every Call
- Capture model, serial, warranty status, and LED behavior in HappyFox.
- Use KB articles as self‑help resources before offering paid support.
Technical Accuracy
Improvement
Materially incorrect LED guidance for MX2000 Velop system derailed troubleshooting.
- Why it matters: Describing non‑existent “magenta/pink” LEDs confused the customer and blocked progress. MX2000 LEDs are purple/white/red only.
Improvement
Materially false technical guidance on Windows system folders for router issue.
- Why it matters: Instructing the customer to search invalid Windows paths (e.g.,
C:\programs_data\Microsoft WINDOWS\wentmp) is not a valid troubleshooting step for any Linksys router and contradicts KB guidance.
Improvement
Incorrect reset duration and LED interpretation for MX2000 Velop system.
- Why it matters: Using a 30‑second reset and unsupported 5‑press pairing on MX2000 (which lacks a dedicated Pair button) violates KB procedures and prolongs resolution time.
Improvement
Unsupported pairing method for non‑Cognitive Mesh topology.
- Why it matters: Applying the 5‑press reset to an MX6200 parent node to pair with an LN1200 child node is invalid—this method applies only to LN/MBE/SPNM Cognitive Mesh devices.
Improvement
Incorrect application of Linksys-specific troubleshooting to non‑Linksys router.
- Why it matters: Using
myrouter.localto access an AT&T router is technically incorrect; this URL applies only to Linksys devices.
Coaching Moments
Strength
“The network key printed on the router label is the Wi‑Fi password.”
- Why it stands out: This is a textbook example of KB‑aligned, actionable guidance that empowered the customer to solve the issue independently.
Improvement
“The primary node is pink… the rest of the nodes are red or blinking red.”
- Learning point: Always verify LED definitions before troubleshooting. MX2000 shows purple/white/red—never magenta/pink.
Improvement
“Look for a directory called C drive. programs_data/Microsoft WINDOWS/wentmp…”
- Learning point: Never reference Windows system folders for router issues. Stick to router‑centric diagnostics (power-cycle, WAN check, reset).
Improvement
“We tried using 5-press to add… Tried using App to add… Tried using WebUI to add…”
- Learning point: The 5‑press pairing method is only valid for LN/MX6200/MBE7000 Cognitive Mesh—not for MX2000 Velop. Use the web UI or Linksys app for MX2000.
Improvement
“Status light is solid magenta… We tried adding via 5-press and it respond but went back to solid magenta…”
- Learning point: MX2000 does not have a magenta LED—this misinterpretation blocked proper diagnosis. Always confirm LED colors against KB.
Escalation Lessons: What L2 Did
#TE00130794 — Resolved by Level 2
| What L1 Saw | Why it Escalated | What L2 Did | Current State | L1 Learning Points |
|---|---|---|---|---|
| MX2000 mesh nodes not pairing; primary node solid magenta, child nodes red/blinking red; internet not working. | L1 provided incorrect LED guidance (claimed magenta/pink LEDs indicate setup readiness), no WAN verification, and no RMA path despite active warranty. | L2 rebooted the primary node, confirmed WAN connectivity, reset the unresponsive child node, and re‑added it via 5‑press after verifying LED behavior. | Resolved – all nodes now solid white, internet restored. | 1. Always verify WAN/modem status before resetting nodes.<br>2. MX2000 LEDs are purple/white/red only—never magenta.<br>3. For solid magenta, initiate RMA or hardware replacement if troubleshooting fails. |
| Related Call Chain | This was a repeat contact after L1’s initial failure to resolve. L2 had to re‑diagnose and re‑execute basic troubleshooting steps that L1 skipped. | Key Takeaway: Never assume “magenta = ready.” Validate LED definitions, WAN status, and physical connections before proceeding. |
#TE00131295 — Resolved by Level 2
| What L1 Saw | Why it Escalated | What L2 Did | Current State | L1 Learning Points |
|---|---|---|---|---|
| MX6200 unable to open WebUI; white screen on Chrome/Edge/Firefox; ISP confirmed working. | L1 provided vague escalation with no case number, no follow‑up timeframe, and no self‑help path. | L2 diagnosed browser cache/Cookie issues, guided customer through incognito mode, cleared cache, and re‑tested—issue resolved. | Resolved – WebUI now loads in all browsers. | 1. Always collect model/serial and verify warranty before escalation.<br>2. For WebUI white screen, try incognito mode, clear cache, and test on multiple browsers.<br>3. Provide clear next steps and self‑help resources before escalating. |
#TE00131478 — Resolved by Level 2
| What L1 Saw | Why it Escalated | What L2 Did | Current State | L1 Learning Points |
|---|---|---|---|---|
| MR8300 reporting slow speeds (92 Mbps vs expected 250 Mbps); out‑of‑warranty; no Ethernet port on laptop. | L1 offered factory reset or paid support without modem speed test or wired diagnostics, and misrepresented warranty status. | L2 guided customer to test speed directly on modem, confirmed ISP speeds, and recommended replacing the MR8300 after verifying no fix via self‑help. | Resolved – customer opted for cable replacement and speed restored. | 1. Test modem speed directly before blaming the router.<br>2. Verify warranty status via serial number lookup before offering paid support.<br>3. If no wired test possible, guide customer to self‑help resources (e.g., speed‑test KB). |
#TE00131348 — Resolved by Level 2
| What L1 Saw | Why it Escalated | What L2 Did | Current State | L1 Learning Points |
|---|---|---|---|---|
| MX4200 unable to access personal website via Linksys mesh but works on ISP hotspot; first‑time issue. | L1 escalated without collecting model/serial, no WAN/LED verification, and no self‑help guidance. | L2 isolated the issue to DNS/gateway conflict, guided customer through modem bypass test, and configured static DNS to resolve. | Resolved – website now accessible via mesh. | 1. Collect model/serial and verify warranty before escalation.<br>2. For website access issues, try modem bypass and DNS/gateway checks.<br>3. Document steps and provide self‑help links before escalating. |
Coach Appendix
Weekly Trend: High volume of unresolved calls (39/47) with low accuracy (2.2) and protocol scores (1.6). Materially incorrect technical guidance (LED states, Windows folders, reset durations) and lack of structured troubleshooting are recurring issues, especially on MX2000, WHW03, and EA Series calls.
Key Coaching Focus for Next Week:
- Reinforce KB‑aligned LED definitions and reset procedures for Velop (MX/MR) and Cognitive Mesh (LN/MBE) families.
- Practice WAN/modem verification as the first step in all connectivity calls.
- Eliminate Windows system folder references and replace with router‑centric diagnostics.
- Ensure case documentation (model, serial, warranty, LED behavior) is captured before escalation or self‑help guidance.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130767 | 2026-05-25 | 1.6 | INBOUND | MX5500 | SETUP | Agent promised email reset/setup instructions; no confirmation of delivery or follow-up timeline. |
| #LTS00130784 | 2026-05-25 | 1.5 | INBOUND | WHW01 | CONNECTIVITY | Agent will email factory-reset instructions; offered $15 advanced support if needed. |
| #TE00130794 | 2026-05-25 | 1.2 | INBOUND | MX2000 | CONNECTIVITY | Agent suggested possible hardware fault but provided no concrete fix, escalation, or replacement path. No self-help resources or KB articles provided. |
| #LTS00130924 | 2026-05-26 | 1.6 | INBOUND | WHW03 | SETUP | Email with instructions sent; customer to attempt steps and call back if needed. |
| #LTS00130936 | 2026-05-26 | 3.2 | INBOUND | EA7500 | ACCESS | Customer reported the Wi‑Fi password now works after re-entering it, but no further validation was performed. |
| #LTS00130945 | 2026-05-26 | 1.1 | INBOUND | MR9000 | CONNECTIVITY | Agent promised to email step-by-step instructions, but no troubleshooting was performed during the call. |
| #LTS00067289 | 2026-05-26 | 1.1 | INBOUND | MR7350 | CONNECTIVITY | Customer advised to test other devices but received no clear instructions or follow-up plan. |
| #LTS00130939 | 2026-05-26 | 1.6 | INBOUND | WHW01 | ACCESS | Send factory‑reset and re‑setup instructions to customer email; customer to try and confirm. |
| #LTS00130983 | 2026-05-26 | 3.0 | INBOUND | WHW03 | SETUP | Agent promised email instructions (undeliverable due to incorrect address); no fix provided. |
| #LTS00124466 | 2026-05-27 | 1.2 | INBOUND | EA6400 | NO TROUBLESHOOTING NEEDED | Advised customer to buy a new router and test it for 30 days; no troubleshooting or self-help path provided. |
| #LTS00130984 | 2026-05-27 | 3.0 | INBOUND | E5600 | CONNECTIVITY | Agent will email step‑by‑step factory‑reset instructions; customer may request paid technical support if needed. |
| #LTS00130989 | 2026-05-27 | 1.8 | INBOUND | WHW03 | SETUP | Agent offered to email generic instructions and a paid‑support option; no technical fix was applied or validated. |
| #LTS00056350 | 2026-05-27 | 2.0 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | No resolution achieved; no concrete next step provided. |
| #GI00130948 | 2026-05-27 | 1.1 | INBOUND | — | SETUP | Agent stated router was working and implied the issue was with the customer's phone. No concrete next step, resource, or follow-up was provided. |
| #LTS00131080 | 2026-05-27 | 3.0 | INBOUND | AO303 | CONNECTIVITY | Customer declined paid support; no further action taken. |
| #LTS00131094 | 2026-05-27 | 2.3 | INBOUND | RE6300 | SETUP | Agent promised to email setup instructions (not confirmed). |
| #LTS00109388 | 2026-05-27 | 1.5 | INBOUND | E7350 | SETUP | Agent will email additional reset instructions; customer to attempt factory reset and set new admin password. |
| #LTS00131108 | 2026-05-27 | 3.1 | INBOUND | EA9400 | ACCESS | Agent will email the customer detailed instructions for performing a factory reset and reconfiguring the router. |
| #LTS00131117 | 2026-05-27 | 3.0 | INBOUND | EA8300 | SETUP | Router password set and admin UI accessible; customer can now manage Wi‑Fi settings. Future mesh node setup can be addressed separately. |
| #LTS00039798 | 2026-05-28 | 1.7 | INBOUND | MX6200 | SETUP | No resolution achieved; no concrete next step provided. |
| #LTS00039798 | 2026-05-28 | 3.0 | OUTBOUND | MX6200 | SETUP | Customer instructed to call back the next day with IT support for a three-way call; no scheduled time, case number, or documentation created. |
| #LTS00131137 | 2026-05-28 | 3.0 | INBOUND | EA7450 | SETUP | Send email with detailed factory-reset and router re-setup instructions; customer to attempt self-help. |
| #GI00130856 | 2026-05-28 | 1.5 | INBOUND | MX6200 | GENERAL INQUIRY | Customer decided to purchase MX6200 based on agent's recommendation, but no compatibility confirmation or correct information was provided. |
| #LTS00130980 | 2026-05-28 | 3.0 | INBOUND | E7350 | CONNECTIVITY | Agent will email factory-reset instructions; customer to perform reset and report back. |
| #LTS00131151 | 2026-05-28 | 3.0 | INBOUND | WRT1200AC | CONNECTIVITY | Agent will email factory‑reset steps and suggest replacement if reset does not work. |
| #LTS00131158 | 2026-05-28 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Suggest purchasing a new router; factory reset can be tried but not guaranteed to work. No instructions provided. |
| #LTS00131156 | 2026-05-28 | 3.0 | INBOUND | WHW03 | SETUP | Agent sent email with generic setup instructions; no confirmed fix. Call ended with vague closure and no follow-up path established. |
| #LTS00128564 | 2026-05-28 | 3.6 | INBOUND | MR6350 | NO TROUBLESHOOTING NEEDED | Customer deleted the Express VPN app; internet connection restored. |
| #LTS00125989 | 2026-05-28 | 3.0 | OUTBOUND | MR6350 | NO TROUBLESHOOTING NEEDED | Agent will send an email with web-UI setup instructions; customer may try another node as parent or consider replacement. |
| #LTS00131293 | 2026-05-28 | 3.0 | INBOUND | LN1200 | SETUP | Node appeared in app but technical success not fully verified. Recommend follow-up to confirm stable operation, proper node placement, and warranty/escalation if needed. |
| #LTS00131281 | 2026-05-28 | 1.7 | INBOUND | MR7350 | SETUP | Agent claimed an email with bridge-mode instructions would be sent, but no confirmation or actionable guidance was provided during the call. |
| #LTS00131294 | 2026-05-28 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Advised customer to consider buying a newer Linksys router (MX6200, MX4200, or MX2000) with no follow-up resources or confirmation path. |
| #TE00131295 | 2026-05-28 | 1.1 | INBOUND | MX6200 | ACCESS | Vague escalation with no case number, follow-up timeframe, or self-help path provided. |
| #LTS00084720 | 2026-05-28 | 1.6 | INBOUND | WHW03 | SETUP | No fix was achieved. Recommend escalation to Tier-2 and arrange a callback with a senior technician. Provide KB link for full mesh rebuild. |
| #LTS00084720 | 2026-05-28 | 1.5 | OUTBOUND | WHW03 | SETUP | Agent recommended purchasing a new MX series router without providing technical resolution or self-help resources. |
| #LTS00131338 | 2026-05-29 | 1.1 | INBOUND | WHW03 | SETUP | None provided. Email with instructions was promised but not confirmed delivered. |
| #LTS00131341 | 2026-05-29 | 1.1 | INBOUND | LN3101 | CONNECTIVITY | Agent promised to email factory-reset instructions, but no real-time troubleshooting or resolution occurred. |
| #LTS00131354 | 2026-05-29 | 1.5 | INBOUND | E2500 | CONNECTIVITY | No action taken; call concluded without identifying an issue. |
| #LTS00131354 | 2026-05-29 | 1.0 | INBOUND | E2500 | CONNECTIVITY | Agent promised to email factory-reset instructions but provided incorrect email address and no validation of fix. No troubleshooting performed. |
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