mikaelhjoshua.anasco@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 |
|---|---|---|---|---|---|
| 22 | 28m 46s | WHW03 | SETUP | 22 | 6 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 22 |
| Protocol | 1.80 | 22 |
| Communication | 2.30 | 22 |
| Overall | 2.30 | 22 |
Scores reflect 22 calls reviewed this week (range: 1.1–4.5 overall).
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 3 | 2.30 |
| SPNM60CF | 1 | 1.30 |
| SPNM60TB | 1 | 2.80 |
| MX4200 | 1 | 1.50 |
| WHW0301GC | 1 | 3.30 |
| MX6200 | 1 | 3.00 |
| E1200 | 1 | 1.50 |
| EA7300 | 1 | 1.40 |
| RE6300 | 2 | 1.40 |
| LN11011202 | 2 | 1.70 |
| MR20EC | 2 | 2.30 |
| EA6500 | 1 | 1.80 |
| MX5500 | 1 | 3.00 |
| SPNMX42HF | 1 | 1.80 |
| SPNMX42GC | 2 | 3.80 |
| MX2000 | 2 | 1.50 |
Lower scores on EA7300 and MX4200 calls suggest a need for deeper familiarity with these models’ setup flows and troubleshooting paths.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| SETUP | 7 | 2.00 | ✓ |
| ACCESS | 7 | 2.30 | ✓ |
| CONNECTIVITY | 5 | 2.00 | ✓ |
| GENERAL INQUIRY | 2 | 2.30 |
SETUP, ACCESS, and CONNECTIVITY categories are flagged for deeper focus due to consistently lower scores. Prioritize model-specific KB articles and guided troubleshooting scripts for these areas.
What Went Well
Clear communication during successful password reset
Guided customer to use the router admin password and the five-digit recovery key printed on the parent node to reset the app password. Confirmed successful login after password reset.
Effective troubleshooting for mesh node connectivity
Guided customer through 5-press reset on parent node and power-cycle, confirming node turned solid blue with a -56 dBm signal and was confirmed working.
Growth Opportunities
Incorrect technical guidance on router setup
Provided incorrect default admin credentials (admin/admin) for SPNM60, contradicting Linksys KB. Falsely stated SPNM60 is not compatible with the Linksys app.
What “good” looks like:
- Always verify the exact model and use the correct default credentials (Wi‑Fi password printed on the label for SPNM devices).
- Confirm app compatibility by checking the model against the KB before stating “not compatible.”
Failure to verify product model before providing instructions
Applied 5-press reset method without confirming device model; this method is only valid for Cognitive Mesh models (LN/MX6200/MBE) and not SPNM/Linksys NOW devices. Incorrectly referenced non-existent LED states (solid pink).
What “good” looks like:
- Always ask for and confirm the product model before issuing model-specific steps.
- Use the correct reset procedure: 10‑second hold for Velop/Intelligent Mesh (WHW/MX/MR) and Pair‑button method for SPNM/Linksys NOW.
Next Week's Focus
- Model-first approach: Begin every call by asking for the exact product model and serial number; cross-reference the KB before proceeding.
- Reset method checklist: Memorize and apply the correct reset durations—10‑second hold for WHW/MX/MR, Pair‑button for SPNM/Linksys NOW, and 5‑press only for LN/MX6200/MBE.
- LED state accuracy: Review LED definitions for all supported models to avoid misstating states (e.g., solid pink does not exist on any current Linksys device).
- Escalation readiness: When escalating, ensure all diagnostic steps are documented and a clear callback window is set with the customer.
Technical Accuracy
Improvement
Agent applied 5‑press reset method to SPNM device, which is not supported. This method is only valid for Cognitive Mesh models (LN/MX6200/MBE).
Improvement
Agent incorrectly stated that Linksys Smart Wi‑Fi remote access was discontinued “today” and was the cause of login failure, which is factually false and materially misleading.
Improvement
Agent failed to confirm product model before instructing 5‑press reset on Velop node, which is incorrect for WHW/MX/MR series. Correct method is 10‑second reset.
Coaching Moments
Strength
Guided customer to use the router admin password and the five-digit recovery key printed on the parent node to reset the app password. Confirmed successful login after password reset.
Improvement
Provided incorrect default admin credentials (admin/admin) for SPNM60 router, which contradicts the KB. Correct default password is the Wi‑Fi password printed on the label.
Improvement
Applied 5‑press reset method to SPNM device, which is not supported. This method is only valid for Cognitive Mesh models (LN/MX6200/MBE).
Improvement
Incorrectly stated that Linksys Smart Wi‑Fi remote access was discontinued “today” and was the cause of login failure, which is factually false and materially misleading.
Improvement
Failed to confirm product model before instructing 5‑press reset on Velop node, which is incorrect for WHW/MX/MR series. Correct method is 10‑second reset.
Escalation Lessons: What L2 Did
#TE00128992 — Resolved by Level 2
What L1 saw: Customer’s WHW03 mesh nodes were flashing red and not connecting, impacting thermostat, hot water, and security cameras. L1 performed basic troubleshooting (node relocation, app reinstall, LED checks, channel-finder, firmware verification) but failed to confirm the product model, provided incorrect “Linux app” guidance, and did not validate WAN connectivity.
Why it escalated: The case was escalated due to unresolved node connectivity and L1’s failure to verify WAN status—a fundamental diagnostic step per KB.
What L2 did: L2 confirmed internet was working on the main router, accessed the UI via browser, turned off “node steering,” and verified signal strengths, after which nodes reconnected.
Current state: Resolved.
L1 learning points:
- Always confirm the product model before troubleshooting mesh nodes.
- Verify WAN/internet connectivity on the main router before proceeding with node-specific steps.
- Avoid referencing non-existent apps (“Linux app”)—use only KB‑approved terminology.
#TE00130712 — Resolved by Level 2
What L1 saw: WHW03 parent node showed solid red with no internet after modem upgrade. L1 performed resets, accessed web UI, observed IPv[REDACTED_PHONE], and scheduled a callback.
Why it escalated: L1 did not verify modem connectivity via wired test and provided potentially incorrect default admin password guidance.
What L2 did: L2 confirmed modem was provisioned, guided customer through direct Ethernet test, and reconfigured WAN settings after confirming ISP handoff.
Current state: Resolved.
L1 learning points:
- Verify modem connectivity with a wired device before troubleshooting mesh nodes.
- Use the correct default admin credentials for Velop devices (Wi‑Fi password as login).
- Document and confirm each diagnostic step before escalating.
#LTS00130844 — Resolved by Level 2
What L1 saw: Customer couldn’t log into the Linksys app on SPNM60CF. L1 incorrectly stated the router isn’t compatible with the app and provided wrong default credentials.
Why it escalated: L1 failed to offer valid self-help steps and misrepresented product capabilities.
What L2 did: L2 clarified that SPNM60CF supports limited app functionality and guided the customer to use the Wi‑Fi password as the admin password via http://myrouter.info.
Current state: Resolved.
L1 learning points:
- Confirm app compatibility by model before stating “not compatible.”
- Use the correct default admin credentials (Wi‑Fi password printed on the label).
- Provide the correct local web UI URL (http://myrouter.info) for SPNM devices.
#LTS00131011 — Resolved by Level 2
What L1 saw: Customer couldn’t enable parental controls on SPNM60TB; app crashed and web UI lacked options.
Why it escalated: L1 didn’t walk the customer through web UI parental‑control settings and gave vague escalation path.
What L2 did: L2 explained the “Instant Safety” feature, guided the customer through web UI configuration, and submitted an engineering request for future app compatibility.
Current state: Resolved.
L1 learning points:
- Walk customers through web UI parental‑control settings for SPNM devices.
- Clearly explain limited “Instant Safety” functionality.
- Offer concrete escalation paths (e.g., engineering request) when features are unavailable.
#TE00123101 — Resolved by Level 2
What L1 saw: LN11011202 mesh nodes disconnected; child nodes solid red, parent solid blue. L1 performed resets and 5‑press pairing but gave inaccurate LED interpretations and reset durations.
Why it escalated: L1’s incorrect technical guidance and failure to confirm model led to unresolved issues.
What L2 did: L2 performed a full mesh rebuild, adjusted WAN settings, and validated connectivity via remote UI access.
Current state: Resolved.
L1 learning points:
- Confirm product model before issuing model-specific steps.
- Use correct reset durations: 10‑second hold for LN/MX series, not 5‑press.
- Validate LED states against KB before interpreting them.
#TE00037591 — Resolved by Level 2
What L1 saw: MX2000 parent node solid red with no internet; child nodes not pairing. L1 incorrectly concluded PC had no valid IP despite customer confirming internet access and provided incorrect 5‑press reset guidance.
Why it escalated: L1’s misdiagnosis and incorrect technical steps prevented resolution.
What L2 did: L2 verified modem connectivity, performed proper factory reset (10‑second hold), and reconfigured mesh topology.
Current state: Resolved.
L1 learning points:
- Verify internet connectivity on the parent node before troubleshooting child nodes.
- Use the correct factory reset method for MX2000 (10‑second hold, not 5‑press).
- Avoid misinterpreting CMD/IP output; confirm with the customer.
Coach Appendix
Weekly trend: High unresolved call rate (16/22) with low accuracy (2.0) and protocol (1.8) scores. Frequent technical inaccuracies—especially around model-specific procedures (5‑press reset, LED states), and insufficient model verification before providing instructions. Focus next week on reinforcing model-first diagnostics, correct reset methods, and KB adherence to reduce escalations and improve resolution rates.