leo.lluisma@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 |
|---|---|---|---|---|---|
| 9 | 42m 35s | MX6200 | CONNECTIVITY | 9 | 0 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 9 |
| Protocol | 2.00 | 9 |
| Communication | 2.22 | 9 |
| Overall | 2.14 | 9 |
Scores reflect the average across 9 calls reviewed. Overall scores ranged from 1.1 to 3.4.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MX6200 | 3 | 2.30 |
| MX2000 | 2 | 1.95 |
| EA6350 | 1 | 1.50 |
| EA3500 | 1 | 3.00 |
| WRT3200ACM | 1 | 3.20 |
| EA6400 | 1 | 1.10 |
Key pattern: Lower scores on EA6350 and EA6400 calls suggest a need for additional practice with these models, particularly around password recovery and connectivity troubleshooting.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 4 | 2.10 | ✓ |
| ACCESS | 2 | 1.60 | ✓ |
| SETUP | 2 | 3.10 | |
| NO TROUBLESHOOTING NEEDED | 1 | 3.20 |
Connectivity and Access categories show lower average scores, indicating these are priority areas for improvement. The pattern suggests that calls involving connectivity issues or access problems (e.g., password recovery, login failures) are currently more challenging.
What Went Well
Successful Mesh Setup Guidance
Strength: Successfully guided customer through full mesh setup, including reset, pairing, and configuration. Confirmed node status (solid white) and presence in device list, validating setup completion.
Ticket: #LTS00131355
Accurate Firmware Information
Strength: Correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB.
Ticket: #LTS00131139
Growth Opportunities
Avoid Incorrect End-of-Support Claims
Improvement: Incorrectly stated at [25:00] that the EA6350 is an 'end of support model' and that Linksys 'can no longer provide any assistance' — this is factually wrong per the KB; the EA6350 is eligible for basic support and standard password recovery procedures (e.g., factory reset, admin login) apply.
Ticket: #LTS00130810
Next step: Before stating a product is end-of-support, verify its status in the KB. If unsure, say, “Let me check the support status for you,” and confirm before proceeding.
Perform Basic Troubleshooting for Connectivity Issues
Improvement: Performed no troubleshooting steps (e.g., power cycle, cable check, LED status, admin UI access) despite clear symptom of no internet.
Ticket: #LTS00131360
Next step: For any connectivity issue, start with these three quick checks: 1) Power cycle the router and modem, 2) Verify LAN/WAN cables are securely connected, and 3) Check router LEDs for error patterns. Document what you see and share it with the customer.
Next Week's Focus
- Verify product support status before stating it: Use the KB to confirm whether a model is end-of-support. If you can’t find clear information, say, “I’m checking that for you now,” and avoid making unsupported claims.
- Add a standard troubleshooting sequence for connectivity calls: Begin every connectivity call with a brief power-cycle and cable-check script. This will help you catch simple fixes early and avoid premature escalations or incorrect advice.
- Practice model-specific resets: Spend a few minutes reviewing the reset procedures for EA6350, EA6400, and MX6200. Knowing the exact button location, timing, and expected LED behavior will boost confidence and accuracy.
- Use safe, supported resources: Avoid directing customers to external sites like reddit.com. Instead, offer to email KB articles or guide them to support.linksys.com for self-help options.
Technical Accuracy
Improvement
Incorrectly stated the EA6350 is end-of-support and no assistance can be provided. This is factually wrong per the KB; standard password recovery procedures apply.
Ticket: #LTS00130810
Improvement
Directed customer to reddit.com — unsafe, unsupported, and irrelevant external site. Misidentified model as 'ETL link-on link 1200' — no such model exists. Falsely claimed technical support ended in 2015 for E1200 despite KB providing firmware and guidance.
Ticket: #LTS00128036
Improvement
Provided incorrect admin URL ([REDACTED_PHONE]) for MX6200 instead of http://[REDACTED_PHONE] or http://myrouter.local. Incorrect password guidance and failure to verify internet connectivity after nodes showed solid white LEDs.
Ticket: #LTS00057254
Improvement
Provided wrong admin URL ([REDACTED_PHONE]) instead of [REDACTED_PHONE] or myrouter.info for SPNM models. Incorrectly stated default admin password is 'admin'. Misinterpreted LED behavior for SPNM devices.
Ticket: #LTS00131173
Improvement
Provided factually incorrect information that EA6400 has no firmware updates and is end-of-life. Directed customer to an incorrect and potentially unsafe website: 'linkssystem.com'.
Ticket: #LTS00131360
Strength
Successfully guided customer through full mesh setup, including reset, pairing, and configuration. Confirmed node status (solid white) and presence in device list, validating setup completion.
Ticket: #LTS00131355
Coaching Moments
Strength
“Okay. Regarding the password concern, the way for you to get it is to login to its router interface. Once you are able to access the settings, you should be able to retrieve the information that you need. However, in the event that you are not able to log into the router, the last resort will be to reset the system and start from scratch,”
Note: Clear explanation of password recovery options, including login and factory reset as a last resort.
Ticket: #LTS00130810
Improvement
“You can also connect with other users for tips and guidance at redit.com link.”
Note: Directed customer to an unsupported external site (reddit.com), which is unsafe and irrelevant to Linksys support.
Ticket: #LTS00128036
Improvement
“The node has a red light got it is it blinking red light or solid red light okay now um i definitely understand your concern and i finally uh thank you for for telling me all this information because i believe that you are aware that uh because of the power outage the devices i mean are are reconnected back but only one node is not working there is a chance that that node uh was was not able to communicate with the parent for some reason or because of the”
Note: Agent used an incorrect admin URL (myrouter.info) for MX6200 and gave unclear password guidance, leading to confusion.
Ticket: #LTS00057254
Improvement
“hello hi hello yeah the blue color you need to stay constant like in the yeah now solid blue okay so I saw the Google play app store uh the QR code uh below continue you link to in this uh”
Note: Provided incorrect router admin URL and inaccurate default password guidance for SPNM models.
Ticket: #LTS00131173
Escalation Lessons: What L2 Did
No escalations occurred this week. All cases were handled at Level 1.
Coach Appendix
Highest-signal weekly trend: Repeated instances of agents making unsupported claims about product end-of-life status and failing to perform basic troubleshooting on connectivity issues. This pattern is evident in the lowest-scoring calls (overall ≤ 1.5) and is directly linked to the two “ACCESS” and “CONNECTIVITY” categories with drill-down flags.
Key coaching focus for next week: Reinforce the importance of verifying product support status in the KB before making any claims, and institute a mandatory three-step troubleshooting sequence (power cycle, cable check, LED status) for all connectivity calls. Practice with EA6350 and EA6400 models to build confidence in password recovery and firmware guidance.