paulo.real@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 13 calls reviewed, ranging from 1.0 to 3.6 overall.

This Week's Coverage

Models Supported

Low performance on MX6200 and WHW01 calls suggests a need for deeper familiarity with these models’ setup and troubleshooting flows.

Problem Categories

Connectivity and hardware issues are driving the lower average scores. These categories require focused practice on diagnostic sequencing and KB article utilization.

What Went Well

Correct Technical Guidance for Router Setup

“Router configured, Wi‑Fi SSID/password updated, internet speed verified; no further steps required.”

#TE00130648

Accurate Diagnosis of Switch Limitations

“Accurately diagnosed the core issue: a switch cannot provide internet sharing when connected directly to a plain ONT.”

#LTS00131520

Growth Opportunities

Incorrect Troubleshooting Steps and Misinformation

“Provided incorrect guidance about channel-finder (KB states it runs automatically and cannot be manually triggered). Incorrectly instructed customer to use router password for app login (app uses cloud account, not local credentials).”

#LTS00122643

What better looks like:

• Verify KB guidance before suggesting features like channel-finder.
• Clarify that the Linksys app uses cloud credentials, not router local credentials.
• Confirm WAN status and signal strength before escalating connectivity issues.

Failure to Perform Basic Troubleshooting

“No attempt to perform basic troubleshooting (e.g., power cycle, reset, check WAN connection) despite a clear hardware-related issue after a power outage.”

#LTS00131171

What better looks like:

• Initiate a structured troubleshooting sequence (power cycle, WAN check, LED validation).
• Validate connectivity after each step before concluding hardware failure.
• Offer self-help resources or paid support only after exhausting basic diagnostics.

Next Week's Focus

1. Master the KB first: Review and memorize key troubleshooting steps for connectivity and hardware issues before each call.
2. Structured troubleshooting: Implement a consistent sequence—power cycle, WAN check, LED validation, then escalation.
3. Clarify credentials: Explicitly state when cloud vs. local credentials apply, especially for app login.
4. Validate before you close: Confirm internet connectivity and device status after each intervention.

Technical Accuracy

Improvement

Agent provided incorrect technical guidance about channel-finder and app login credentials, leading to customer confusion and unresolved issue.

#LTS00122643

Improvement

Agent failed to perform basic troubleshooting steps for a hardware-related issue, leaving the customer without resolution.

#LTS00131171

Improvement

Agent instructed incorrect reset duration, risking device instability and contradicting KB guidance.

#TE00130794

Improvement

Agent provided incorrect information about support availability for out-of-warranty devices.

#LTS00131171

Strength

Agent successfully guided the customer through router setup and internet verification.

#TE00130648

Coaching Moments

Improvement

“I didn’t think I need to put more especially they say if I go outside my house and I'm right at the garage area or whatever the case may be, I had to lose signal on the Wi-Fi.”

#LTS00122643

Note: The agent misapplied guidance about channel-finder and app login credentials, causing confusion. Focus on KB verification and clear credential explanations.

Improvement

“It's been 10 minutes. it's been fucking 10 minutes that I've been on hold.”

#LTS00131171

Note: The agent failed to perform basic troubleshooting before concluding hardware failure. Practice a structured diagnostic flow to avoid premature escalations.

Improvement

“We tried adding via 5-press and it respond but went back to solid magenta”

#TE00130794

Note: Incorrect use of the 5-press method on MX2000 devices. Review device-specific pairing procedures to avoid misapplication.

Escalation Lessons: What L2 Did

#LTS00122643 — Resolved by Level 2

• What L1 saw: Intermittent Wi‑Fi loss on iPhone with MX6200 mesh; customer reported signal drops when moving around the house.
• Why it escalated: L1 provided incorrect guidance (channel-finder, app login credentials) and failed to verify WAN status or perform basic diagnostics.
• What L2 did: Performed deeper mesh diagnostics, verified WAN connectivity, updated firmware, and reconfigured mesh topology.
• Current state: Resolved.
• L1 learning points:

1. Always verify WAN/internet status before troubleshooting Wi‑Fi issues.

2. Use KB guidance for channel-finder (it runs automatically; do not suggest manual triggering).

3. Clarify that the Linksys app uses cloud credentials, not router local credentials.

#TE00130648 — Resolved by Level 2

• What L1 saw: E5400 router not configured after ISP modem bridge; customer needed Wi‑Fi setup and internet verification.
• Why it escalated: L1 attempted an unsupported remote session and omitted protocol steps (serial number collection, warranty check).
• What L2 did: Guided physical wiring, Wi‑Fi configuration via router UI, and performed speed test to confirm functionality.
• Current state: Resolved.
• L1 learning points:

1. Avoid unsupported remote sessions; use approved methods only.

2. Collect serial number and verify warranty status during hardware setup.

3. Provide router admin URL (e.g., http://[IP] or http://myrouter.local) to assist customers.

#TE00121320 — Resolved by Level 2

• What L1 saw: MX2000 mesh speed degradation after relocation; possible incorrect module connection.
• Why it escalated: L1 provided generic power-cycle advice without verifying topology or performing diagnostics.
• What L2 did: Confirmed correct module connections, performed topology verification, and guided a full mesh reset with sequential node power-on.
• Current state: Resolved.
• L1 learning points:

1. Verify module connections and topology before suggesting resets.

2. Use sequential power-on sequence (main router first, then nodes) for mesh recovery.

3. Perform basic diagnostics (speed test, WAN check) to isolate issues.

#TE00130794 — Resolved by Level 2

• What L1 saw: MX2000 child node solid magenta, refusing to add; app not opening.
• Why it escalated: L1 used incorrect 5‑press pairing method and failed to validate resolution before closing.
• What L2 did: Corrected pairing method (Pair button or admin UI), performed proper resets, and verified node addition via admin UI.
• Current state: Resolved.
• L1 learning points:

1. Use Pair button or admin UI for MX2000 pairing; avoid 5‑press on Velop devices.

2. Verify node status in admin UI after each troubleshooting step.

3. Provide clear next steps and confirm resolution before ending the call.

#TE00130941 — Resolved by Level 2

• What L1 saw: WHW01 node solid blue, unable to pair; customer thought node was defective.
• Why it escalated: L1 misinterpreted solid-blue LED as failure and skipped pairing steps.
• What L2 did: Explained that solid blue means “ready for setup,” guided through pair button and 5‑press, and confirmed successful addition.
• Current state: Resolved.
• L1 learning points:

1. Understand LED states: solid blue = ready for setup, not failure.

2. Use pair button or 5‑press for WHW01 pairing.

3. Validate pairing via admin UI or app before declaring hardware fault.

#TE00131076 — Resolved by Level 2

• What L1 saw: MR5500 customer unable to access cloud account remotely; account locked after password resets.
• Why it escalated: L1 did not explain discontinued remote app access and offered no local alternative.
• What L2 did: Informed customer that remote cloud access is discontinued, guided to use local web interface (myrouter.info), and confirmed functionality.
• Current state: Resolved.
• L1 learning points:

1. Verify feature availability (e.g., remote cloud access) before troubleshooting login issues.

2. Offer local management alternative (myrouter.info) when remote access is discontinued.

3. Provide clear, up-to-date information from KB to avoid misdiagnosis.

#TE00131295 — Resolved by Level 2

• What L1 saw: MX6200 unable to display WebUI; customer reported white screen on multiple browsers.
• Why it escalated: L1 provided vague escalation with no case number, follow-up timeframe, or self-help path.
• What L2 did: Guided customer through browser troubleshooting (clear cache, incognito, different browsers), verified router accessibility via ping, and scheduled callback if unresolved.
• Current state: Resolved.
• L1 learning points:

1. Provide clear escalation details (case number, timeframe, self-help resources).

2. Perform basic browser troubleshooting before declaring WebUI failure.

3. Verify router accessibility via ping or alternative methods before concluding hardware issue.

Coach Appendix

This week’s highest-signal trend is inconsistent adherence to KB guidance, especially around credential clarification, LED state interpretation, and structured troubleshooting for connectivity issues. Focus on memorizing key KB steps for common issues and validating each step before progressing. The recurring pattern of premature hardware fault conclusions without basic diagnostics also requires attention—practice a consistent diagnostic sequence to avoid misdiagnosis and unnecessary escalations.

This Week's Calls