maylene.delada@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the 23 calls reviewed this week, ranging from 1.1 to 3.9 overall.

This Week's Coverage

Models Supported

Low performance on MX6200 and MX2000 calls suggests a need for deeper familiarity with these models, especially around mesh pairing, LED interpretation, and reset procedures.

Problem Categories

Connectivity and Setup are the primary focus areas this week, with room for improvement in both technical accuracy and protocol adherence.

What Went Well

Professional communication in account ownership escalation

“All right. Yep, that's the only information that is needed to transfer the ownership of your device. And for this one, it will be escalated to our management since they are the one who can do that. They are the one who is authorized to change owners. Just wait for feedback. Let me just confirm how many hours or days it will take. Just stay on the line, okay? I'll be right back.”

#LTS00130698

The agent correctly identified the need for management escalation for account ownership changes, provided a realistic 24–48 hour response timeframe, and maintained clear, professional communication throughout.

Persistence in complex troubleshooting

“Okay, perfect. I think they're connecting on their own cuz they're blue already. oh I see a C you're right it's already is blinking blue. subtitles by 501 Subtitles. re yes, but we need to wait, because later on, it will blink blue, and will turn to red. Let's just wait for a few.”

#LTS00070759

The agent persisted through multiple failed attempts, kept the customer engaged, and eventually guided them to a working configuration despite initial setbacks.

Growth Opportunities

Technical inaccuracies in product model references

“We do have email option, that email contains troubleshooting instructions and that for free. We also have other option paid connect, but that will cost you $15...”

#LTS00130789

The agent provided several incorrect product model references ('Velop Pro 7', 'MX-20', 'WHW0305') that do not exist in the KB. Next step: Double-check all model names against the official Linksys product list before offering recommendations or pricing.

Incorrect reset procedures and LED guidance

“It was reset, then you have to set it up in order for it to b...”

#LTS00131069

The agent instructed an invalid 5-press reset for MX6200 (should be a 10-second hold) and misstated LED meanings. Next step: Review the MX6200 reset and pairing KB articles to ensure accurate, model-specific guidance.

Next Week's Focus

1. Verify model numbers and warranty status before providing any product recommendations or pricing details.
2. Use model-specific reset and pairing procedures — especially for MX and Velop series — and confirm LED states against the KB.
3. Collect serial numbers and confirm warranty eligibility early in every call to avoid protocol violations.
4. Summarize next steps clearly before ending calls, especially when emailing instructions or setting callbacks.

Technical Accuracy

Improvement

Agent provided incorrect product model references ('Velop Pro 7', 'MX-20', 'WHW0305') that do not exist in the KB, leading to customer confusion and undermining trust in support guidance.

#LTS00130789

Improvement

Agent provided incorrect 5-press reset procedure for MX6200 (should be 10-second hold per KB). Also misstated boot time and LED interpretations, leading to inefficient troubleshooting and customer confusion.

#LTS00131069

Improvement

Agent provided incorrect support email domain, reset duration, and non-existent firmware option, leading to customer confusion and potential misconfiguration.

#TE00131111

Improvement

Agent provided incorrect default SSID, falsely claimed cloud/app access was deprecated for WHW03, and recommended MAC cloning without validation, creating potential misconfiguration risk.

#LTS00131254

Improvement

Agent incorrectly stated MX6200 is not Wi-Fi 6 (contradicts KB), failed to collect model/serial, and recommended the customer's own device as a solution, showing poor understanding of the request.

#TE00102547

Improvement

Agent falsely claimed the Linksys app no longer exists, contradicting KB and undermining customer trust in support guidance.

#LTS00131441

Improvement

Agent falsely claimed the Linksys app is discontinued, directly contradicting KB and pushing customer toward paid support without valid troubleshooting.

#LTS00131504

Coaching Moments

Strength

“Thank you for calling Linksys. This is May. How can I help you?”

#LTS00130698

The agent opened the call professionally, set expectations for monitoring, and transitioned smoothly into troubleshooting.

Improvement

“The serial number is 20 J-20-M3B A-216, 601. yes. Are you there? Okay.”

#LTS00130789

The agent accepted the serial number but did not verify its format or use it to confirm warranty status before proceeding.

Improvement

“It was reset, then you have to set it up in order for it to b...”

#LTS00131069

The agent provided an incomplete and inaccurate reset instruction, leaving the customer without a clear path forward.

Improvement

“It shows here, you've got our MX series. When it's uh on setup mode, it will have a solid purple light on top.”

#LTS00131504

The agent misidentified the MX series LED state (solid purple is not a standard MX series indicator), creating confusion.

Escalation Lessons: What L2 Did

#LTS00130698 — Resolved by Level 2

• What L1 saw: Customer requested to change the account holder on the Linksys cloud after purchasing a used LAPAC1750C AP. L1 verified documents and escalated.
• Why it escalated: The request required management action to transfer ownership, which L1 could not perform.
• Related call chain: This was the final call in a chain where earlier agents either resolved incorrectly or abandoned the case. Maylene correctly escalated after confirming document receipt.
• What L2 did: L2 deleted the AP from the existing account, advised a 24–48 hour email confirmation, and provided migration instructions for LCM 1.0 to LCM 2.0.
• Current state: Resolved — the AP was successfully removed and can be added to the new account.
• L1 learning points:

1. Always confirm that account ownership changes require management and have a clear escalation path.

2. Provide a realistic timeframe (24–48 hours) for management actions.

3. When dealing with used devices, verify that the customer understands LCM migration may be needed.

#TE00131111 — Resolved by Level 2

• What L1 saw: EA9300 not connecting to internet after factory reset; customer had already power-cycled multiple times.
• Why it escalated: L1 stated “system cannot detect this router” and abandoned troubleshooting without model-specific steps.
• Related call chain: Multiple L1 agents either closed incorrectly, abandoned, or escalated without resolution. Maylene’s call was the first to attempt troubleshooting but failed to proceed.
• What L2 did: L2 guided the customer through WAN cable verification, admin UI access, and firmware reflash. Eventually, the customer purchased a new router, and L2 closed the case.
• Current state: Resolved — customer opted for a new router; L2 provided closure and reassurance.
• L1 learning points:

1. Never abandon troubleshooting by claiming “system cannot detect” — verify WAN connection, LED status, and basic connectivity first.

2. For EA series, use the correct factory reset duration (~10 seconds) and provide the accurate admin URL (http://[REDACTED_PHONE] or myrouter.local).

3. If the customer has already power-cycled, offer alternative steps (e.g., WAN cable swap, ISP contact) instead of repeating the same action.

#TE00102547 — Resolved by Level 2

• What L1 saw: MX6200 mesh system with gfiber internet outage; customer unable to add child nodes after power cycling.
• Why it escalated: L1 provided incorrect 5-press reset (not valid for MX6200) and failed to verify child node reconnection or internet restoration.
• Related call chain: Multiple L1 agents either abandoned or escalated without resolving the mesh pairing issue. Maylene’s call was part of this chain.
• What L2 did: L2 advised gathering nodes, performing a proper factory reset (10-second hold), and using the Linksys app or web UI for pairing. Eventually, the customer was guided to a working configuration.
• Current state: Resolved — mesh system restored after proper reset and pairing.
• L1 learning points:

1. For MX6200, use a 10-second factory reset, not the 5-press method (which is for cognitive mesh).

2. Verify child node LED states (solid blue = ready) and confirm internet connectivity after reset.

3. If the customer is on gfiber, ensure the WAN cable is connected to the modem’s LAN port, not the internet port.

Coach Appendix

High Signal Trends:

• Technical inaccuracies dominate this week’s performance, especially around model-specific procedures (reset methods, LED states) and product naming.
• Protocol gaps include failure to collect serial numbers, verify warranty status, and confirm next steps before closing calls.
• Escalation patterns show that early, clear escalation with realistic timelines (e.g., 24–48 hours for management actions) leads to better outcomes than abandoning calls or providing vague self-help paths.

This Week's Calls