joziel.licmoan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a week with 39 calls reviewed. Overall scores ranged from 1.3 to 3.5.

This Week's Coverage

Models Supported

Key pattern: Lower scores on EA7450 calls suggest familiarity gaps with this older, out-of-support model. Focus on reinforcing self-help paths and clear escalation criteria for legacy devices.

Problem Categories

CONNECTIVITY & SETUP remain the dominant categories, with room for improvement in technical accuracy and protocol adherence. The single HARDWARE case performed weakest—prioritize verification of warranty status and clear next steps for hardware-related issues.

What Went Well

Accurate Model Identification

“The model number is the E-A 6-5-0-0-2-2.”

#LTS00130751

Identified EA6500 correctly early in the call, enabling appropriate self-help guidance despite the model being out-of-support.

Effective Use of App-Based Troubleshooting

“I’m on the app…”

#LTS00130613

Used the Linksys app to verify node status and confirm successful re-pairing after a reset, ensuring a functional outcome despite protocol challenges.

Clear Self-Help Path for Out-of-Support Devices

“I think I have, um, I’m able to pull up a record based on the phone number.”

#LTS00101153

Provided accurate reset/reconfiguration guidance and discussed upgrade options for a WHW03 system, maintaining professionalism and setting realistic expectations.

Growth Opportunities

Correct Reset Procedures and LED Interpretation

“The parent node is still blinking white.”

#LTS00130613

What to improve:

• Reset duration: MX6200 requires ~15 seconds, not 30 seconds.
• LED meaning: Solid purple = ready for setup; blinking white indicates pairing activity.
• Verification: Confirm ISP/WAN connectivity before initiating full resets.

Next step: Practice the exact reset steps for MX series and review LED reference tables before the next call.

Protocol Adherence — Warranty Verification & Case Documentation

“Can I have an email?”

#LTS00130751

What to improve:

• Collect serial numbers for all hardware troubleshooting calls.
• Verify warranty status before offering paid support or self-help.
• Create or reference a HappyFox case for every call requiring documentation.

Next step: Add serial number capture and warranty check to your opening script for hardware-related issues.

Next Week's Focus

1. Master Reset Steps by Model

- Review and memorize reset durations and LED behaviors for MX, WHW, EA, and RE series.

- Practice the 5-press pairing method only where documented (LN1100, MX6200, MBE7000).

1. Standardize Opening Protocol for Hardware Calls

- Capture serial number, model, ISP, and purchase date within the first 2 minutes.

- Run warranty lookup before offering paid support or self-help.

1. Improve Call Control in Complex Cases

- Limit off-topic conversation. Use concise, step-by-step guidance.

- Confirm each action before moving to the next (e.g., “After the reset, does the LED show solid white?”).

1. Reinforce Self-Help Paths for Out-of-Support Models

- For EA/RE series, emphasize factory reset + reconfiguration via email.

- Offer upgrade recommendations with clear pricing and benefits.

Technical Accuracy

Improvement

No transcript quote provided

Note: Incorrect reset duration provided for MX6200, risking hardware instability.

#TE00023348

Improvement

No transcript quote provided

Note: Incorrect LED interpretation led to failed pairing attempts.

#LTS00130763

Improvement

No transcript quote provided

Note: Incorrect setup SSID guidance caused confusion and setup failure.

#LTS00130964

Improvement

No transcript quote provided

Note: Factually inaccurate support lifecycle information misled customer.

#LTS00130946

Strength

No transcript quote provided

Note: Effective use of correct pairing method restored mesh functionality.

#TE00023348

Coaching Moments

Improvement

“The model number is the E-A 6-5-0-0-2-2.”

Note: Serial number was not collected, and no warranty verification was performed despite troubleshooting a hardware issue.

#LTS00130751

Improvement

“Okay It’s good That’s good Okay So Okay I was able to pull up a record that that is associated with your phone number.”

Note: Misidentified model as MFC6200; failed to correct or confirm the actual MX6200 model.

#LTS00130613

Improvement

“Okay, so for that one, there must be always one that is active online, always connected to the main source, and the rest can be extended wirelessly.”

Note: Misapplied 5-press pairing method to MX6200, which does not support this method.

#LTS00130763

Escalation Lessons: What L2 Did

#TE00023348 — Resolved by Level 2

#TE00131280 — Resolved by Level 2

#TE00131415 — Resolved by Level 2

Coach Appendix

Weekly Trend: Accuracy and protocol scores are below target, driven primarily by inconsistent reset procedures and incomplete warranty/serial number capture on hardware calls. Focus for next week: standardize model-specific reset steps and reinforce serial/warranty collection in the opening script. Prioritize self-help paths for out-of-support models to reduce escalations.

This Week's Calls