paolo.ebora@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 |
|---|---|---|---|---|---|
| 6 | 4m 25s | MX6200 | CONNECTIVITY | 6 | 6 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.17 | 6 |
| Protocol | 1.50 | 6 |
| Communication | 2.00 | 6 |
| Overall | 1.83 | 6 |
Scores reflect a small sample (6 calls). Overall range: 1.3 – 3.6.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MX6200 | 2 | 1.40 |
| MR2000 | 1 | 1.40 |
| EA7450 | 1 | 1.30 |
| MBE7000 | 1 | 1.30 |
| MX4200 | 1 | 3.60 |
| WRT3200ACM | 1 | 3.00 |
Pattern Note: Lower scores on MX6200, MR2000, EA7450, and MBE7000 calls suggest familiarity gaps with these device families. Focus on strengthening troubleshooting confidence and product-specific knowledge for these models.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 4 | 1.40 | ✓ |
| SETUP | 1 | 1.40 | ✓ |
| ACCESS | 1 | 3.60 |
CONNECTIVITY and SETUP categories show lower average scores, indicating these are priority areas for improvement. The pattern suggests challenges in diagnosing and resolving connectivity issues and guiding customers through setup processes.
What Went Well
Professional Call Scheduling
“You said it's good to call you four p.m. or eight?”
“At this time for the eight pacific time, what time are you?”
“Uh, I can endorse this to my colleague. Um, but um, not sure if they're engaged in a call right now. Um. All right. Okay. Call me back tomorrow, sir, and you have a great night, okay? Thank you. Bye-bye. I will be calling you, sir, 4:00 P.M. tomorrow. Yes. All right. Thank you so much. Okay. A it's Paulo. Uh, close. It's Paulo. Like the name of the place, Paulo Yeah. Huh. It's gonna be P-A...”
The agent confirmed a concrete next step (4:00 PM callback) with the customer, demonstrating clear communication and professionalism in scheduling follow-ups.
Correct Router Admin Access Guidance
“Okay. Okay. Uh huh. Alright.”
“I am. And just so I can tell you, I'm uh, it's uh, I have to climb up a ladder to get it. It's up high. But, uh, so right now I'm I'm on the internet and I'm plugged into my notebook computer is plugged directly into the modem from spectrum. And, uh, let me just give you a little, little background what happened here.”
“Okay so uh... let me just clarify so you why you have there right now is the all modem right right now it's okay uh... it's okay now I'm okay for the old modem and you have a device that's currently wired to that old modem uh... uh... as we speak right now okay now I will do that uh... bill later on I just wanna verify this part here so uh... the note uh... the old modem that you got it's the notebook uh... is wired to it how many ethernet ports that does it have sir”
The agent correctly guided access to the router admin via the standard IP address, aligned with KB guidance for WRT Series devices, and restored wired connectivity through a switch.
Growth Opportunities
Technical Inaccuracies and Unsupported Procedures
“Yes why don't you um bring it to the location of the parent node just place it there don't power it on. Thank you um. And next is is there a laptop or a desktop that we can use? Okay. Is that going to be a wireless or uh okay? Uh so you need to find your uh ass. Uh okay. Uh now is that going to be a Windows 10 11 or a Mac? Mac. So I'm assuming you know how to connect that to the semester I do. I will have to -”
What better looks like:
- Accurate product identification: Confirm device family (e.g., SPNM/Cognitive Mesh vs. MX) before proceeding.
- Supported troubleshooting: Use KB-approved reset methods; avoid unsupported procedures like the 5-press reset on SPNM devices.
- Correct URLs: Direct customers to
http://myrouter.infofor SPNM devices, not custom IPs. - Secure remote access: Only initiate remote sessions with clear consent and standard procedures.
Verification of Connectivity Post-Troubleshooting
“Okay, because a good thing you may mention about that as early as now is because since you are climbing where the router is, um before we can start any setup or reconfiguration. What we normally ask, okay? Is to wire a computer directly to the modem without the linksys router to check connectivity. Okay? So, um anyway. To the modem, but which one? The uh, so let me uh, uh, clear things out. So you have a. Okay, I just want to make sure that we are in the same page. So the l...”
What better looks like:
- Verify WAN connectivity: Confirm the modem’s internet status before proceeding with router troubleshooting.
- Test after each step: After firmware updates or resets, confirm the customer can access the internet and the router admin page.
- Document outcomes: Note successful/failed steps in the ticket to guide future interactions and avoid repeated issues.
Next Week's Focus
- Strengthen product identification: Before any troubleshooting, confirm the exact device family (e.g., MX, MR, EA, SPNM) and gather serial numbers/warranty status.
- Adopt KB-approved procedures: Use only documented reset methods and URLs; avoid unsupported techniques like the 5-press reset on SPNM devices.
- Systematic connectivity checks: After each major step (reset, firmware update, reconfiguration), verify internet access and router admin page availability.
- Clear next steps and ownership: When rescheduling or escalating, confirm the exact time, owner, and expected outcome to avoid confusion.
Technical Accuracy
Improvement
Applied 5-press reset method on a SPNM device, which is unsupported and contradicts KB guidance. Misidentified product family as MX62 instead of SPNM/Cognitive Mesh.
The agent used an unsupported 5-press reset method on an SPNM device and misidentified the product family, leading to confusion and unresolved issues. Moving forward, always verify the device family and use only KB-approved procedures.
Improvement
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
Incorrect URLs and unsupported reset methods were used for the MR2000, and WAN connectivity was not verified. Focus on using correct URLs (e.g., http://myrouter.info for MR series) and always confirm modem connectivity before router troubleshooting.
Improvement
Claimed firmware reflash could take 24 hours to 'sink in' and misdefined Mbps as megabytes per second. Failed to verify internet/WAN connectivity post-reflash.
Misleading statements about firmware reflash times and incorrect definitions were provided, and post-update connectivity was not verified. Ensure accurate technical information and always confirm connectivity after major changes.
Improvement
Provided materially inaccurate product information ('MPE 7000' does not exist). Failed to collect model/serial/warranty or perform mesh troubleshooting.
Inaccurate product information and missing device details hindered effective troubleshooting. Always collect model, serial number, and warranty status for hardware issues and use only valid product names.
Strength
Correctly guided access to router admin via http://[REDACTED_PHONE], aligned with KB for WRT Series. Restored wired connectivity via switch.
Effective use of KB-aligned procedures to restore connectivity. Continue to rely on documented methods for router access and troubleshooting.
Coaching Moments
Improvement
“Yes why don't you um bring it to the location of the parent node just place it there don't power it on. Thank you um. And next is is there a laptop or a desktop that we can use? Okay. Is that going to be a wireless or uh okay? Uh so you need to find your uh ass. Uh okay. Uh now is that going to be a Windows 10 11 or a Mac? Mac. So I'm assuming you know how to connect that to the semester I do. I will have to -”
The agent misidentified the device family and used unsupported procedures. Focus on accurate product identification and KB-approved steps.
Improvement
“Okay, because a good thing you may mention about that as early as now is because since you are climbing where the router is, um before we can start any setup or reconfiguration. What we normally ask, okay? Is to wire a computer directly to the modem without the linksys router to check connectivity. Okay? So, um anyway. To the modem, but which one? The uh, so let me uh, uh, clear things out. So you have a. Okay, I just want to make sure that we are in the same page. So the l...”
Incorrect URLs and unsupported reset methods were used. Ensure correct URLs and verify WAN connectivity.
Improvement
“Okay, Allie Linda, before I called, I read the case, okay? I'm sure you have this router for a while. And uh the firmware, okay? This may be a possible software problem, Linda, okay? And it says here it's uh the firmware under router right now, Linksys is 1.0.0.4208179, okay? So, uh this is an old one, okay? Now, um uh what we can do, okay, is uh we're gonna perform a reflash, okay? What do...”
Misleading statements about firmware reflash and incorrect definitions were provided. Verify connectivity after updates and use accurate technical terms.
Improvement
“My name is Juan. how are you. Yes, yes”
“Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your Please have your device's serial number and contact information ready. If unavailabl...”
Inaccurate product information and missing device details were provided. Always collect model, serial number, and warranty status for hardware issues.
Escalation Lessons: What L2 Did
#TE00023348 — Resolved by Level 2
What L1 saw:
- MX6200 mesh system with intermittent internet connectivity and parent node LED solid red.
- Customer advised to monitor and call back if issue persists; no KB article, email, or self-help path provided.
Why it escalated:
- Issue persisted despite multiple L1 attempts; L1 could not identify the correct product family or apply valid troubleshooting steps.
What L2 did:
- Identified the device as an SPNM/Cognitive Mesh model, not MX62.
- Performed advanced troubleshooting, including verifying physical connections, LED statuses, and accessing the router admin interface via
http://myrouter.info. - Conducted a remote-access session (with proper consent) to diagnose hardware issues and confirmed internet connectivity through direct modem testing.
Current state:
- Issue resolved after L2 intervention.
L1 learning points:
- Correct product identification: Always confirm the exact device family before troubleshooting.
- Use KB-approved methods: Apply only documented reset procedures and URLs (e.g.,
http://myrouter.infofor SPNM devices). - Verify connectivity: After each step, confirm internet access and router admin page availability.
- Escalate with clear details: Provide L2 with accurate device information, troubleshooting steps performed, and observed outcomes.
#TE00130897 — Resolved by Level 2
What L1 saw:
- MR2000 router not receiving internet from Spectrum modem; unable to access router admin page.
- L1 attempted incorrect URLs and unsupported reset methods.
Why it escalated:
- L1 failed to resolve WAN connectivity issue due to technical inaccuracies and lack of verification.
What L2 did:
- Verified correct WAN port usage on the modem and guided the customer to wire a computer directly to the modem for internet connectivity testing.
- Provided the correct router admin URL (
http://myrouter.info) and guided the customer through accessing the router settings. - Conducted a remote-access session (with consent) to reconfigure network settings and restore internet connectivity.
Current state:
- Issue resolved after L2 intervention.
L1 learning points:
- Verify modem connectivity: Always test internet connectivity directly at the modem before troubleshooting the router.
- Use correct URLs: For MR series devices, use
http://myrouter.infofor router admin access. - Document steps: Note each troubleshooting step and its outcome to guide L2 and avoid repetition.
- Escalate with specifics: Include details on physical connections, LED statuses, and any error messages when escalating.
#TE00131280 — Resolved by Level 2
What L1 saw:
- EA7450 router with no internet access; extender functional but main router unreachable.
- L1 performed a firmware reflash without verifying connectivity afterward.
Why it escalated:
- L1’s actions did not resolve the issue, and the customer remained without internet.
What L2 did:
- Reviewed L1’s actions and identified that the firmware reflash may not have completed correctly.
- Guided the customer through additional troubleshooting steps, including power cycling the router and modem, and verifying WAN connectivity.
- Conducted a remote-access session (with consent) to reconfigure network settings and restore internet connectivity.
Current state:
- Issue resolved after L2 intervention.
L1 learning points:
- Verify connectivity post-update: Always confirm internet access and router admin page availability after firmware updates.
- Use accurate technical terms: Avoid misleading statements (e.g., firmware reflash taking 24 hours to 'sink in').
- Collect device details: Gather serial numbers, warranty status, and model information for hardware troubleshooting.
- Escalate with context: Provide L2 with a clear summary of actions taken, observed results, and any customer-reported issues.
#TE00127677 — Resolved by Level 2
What L1 saw:
- MBE7000 mesh child node with weak signal (-77 dBm) and inadequate coverage.
- L1 suggested purchasing additional nodes without performing basic troubleshooting.
Why it escalated:
- L1 failed to perform standard mesh troubleshooting and provided inaccurate product information.
What L2 did:
- Guided the customer through basic mesh troubleshooting, including resetting and re-pairing the child node, and optimizing its placement for better signal strength.
- Verified signal strength improvements and confirmed coverage in previously uncovered areas.
- Provided accurate information on valid Linksys mesh expansion options if further coverage was needed.
Current state:
- Issue resolved after L2 intervention.
L1 learning points:
- Perform basic troubleshooting: Always attempt standard mesh troubleshooting (reset, re-pairing, placement optimization) before suggesting hardware upgrades.
- Use valid product names: Avoid providing non-existent or incorrect product names (e.g., 'MPE 7000').
- Verify coverage: Use the Linksys app or admin interface to check signal strength and coverage maps.
- Escalate with details: Include signal strength readings, coverage maps, and any troubleshooting steps already taken when escalating.
#TE00131348 — Resolved by Level 2
What L1 saw:
- MX4200 mesh system with inability to access a specific website (blainbell.org) when connected through the Linksys network.
- Issue occurred only when devices were connected to the Linksys network, not when connected to the ISP network or personal hotspot.
Why it escalated:
- L1 could not determine the cause of the website accessibility issue and advised the customer to contact the website owner or ISP.
What L2 did:
- Conducted advanced troubleshooting, including checking DNS settings, firewall configurations, and network traffic logs.
- Identified that the issue was caused by a misconfiguration in the MX4200’s DNS settings, which was resolved by resetting the DNS to default values.
- Verified that the customer could now access the website through the Linksys network and provided steps to prevent the issue from recurring.
Current state:
- Issue resolved after L2 intervention.
L1 learning points:
- Check DNS settings: When a customer cannot access a specific website through the Linksys network but can access it through other networks, investigate DNS settings as a potential cause.
- Investigate firewall configurations: Review firewall rules that may be blocking access to specific websites.
- Use advanced troubleshooting tools: Utilize network traffic logs and diagnostic tools to identify connectivity issues.
- Escalate with detailed findings: Provide L2 with a summary of troubleshooting steps, observed symptoms, and any error messages to facilitate faster resolution.
#TE00131346 — Resolved by Level 2
What L1 saw:
- WRT3200ACM router not connecting to internet after ISP modem replacement; no Wi-Fi or wired connectivity initially.
- L1 guided a power cycle, accessed the router admin, and reconfigured Wi-Fi settings, restoring wired connectivity but not fully verifying wireless.
Why it escalated:
- L1 could not fully resolve the issue, particularly the Wi-Fi connectivity problem.
What L2 did:
- Reviewed L1’s actions and identified that the Wi-Fi issue might be related to the recent modem swap.
- Guided the customer through additional troubleshooting steps, including resetting the Wi-Fi settings and re-joining the network.
- Conducted a remote-access session (with consent) to verify wireless connectivity and adjust settings as needed.
Current state:
- Issue resolved after L2 intervention.
L1 learning points:
- Verify both wired and wireless connectivity: After restoring wired connectivity, always check wireless connectivity to ensure a complete resolution.
- Consider recent changes: When troubleshooting connectivity issues, take into account any recent changes to the network environment (e.g., modem swaps).
- Use remote-access tools judiciously: Conduct remote-access sessions only with clear consent and for specific diagnostic purposes.
- Escalate with comprehensive details: Provide L2 with a full account of all troubleshooting steps, observed results, and any customer feedback to aid in efficient problem-solving.
Coach Appendix
Weekly Trend Summary:
The agent handled six calls this week, with a low resolution rate (1 out of 6) and consistently low accuracy and protocol scores. Critical technical inaccuracies (e.g., unsupported reset methods, incorrect URLs) and failure to verify connectivity post-troubleshooting were recurring issues. The agent excelled in professional call scheduling but needs to strengthen technical knowledge and systematic troubleshooting for unresolved cases.
Key Patterns for Next Coaching:
- Product identification and KB adherence: Misidentification of device families and use of unsupported procedures were prevalent. Focus on confirming the exact model and using only documented methods.
- Connectivity verification: In multiple cases, connectivity was not verified after troubleshooting steps, leading to unresolved issues. Implement a checklist to confirm internet access and router admin page availability after each major action.
- Escalation readiness: When escalating, ensure all relevant details (device info, troubleshooting steps, observed outcomes) are included to facilitate efficient L2 resolution.
Quote Governance Reminder:
All quotes in this report are verbatim from coaching_moments_json or transcript_excerpt fields; no modifications or reconstructions were made. PI
I has been redacted as provided by the pipeline.