riojene.ladera@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a week with 29 calls reviewed. Overall scores ranged from 1.1 to 3.3.

This Week's Coverage

Models Supported

Note: Lower scores on MX6200 and WHW01 calls suggest a need for additional focus on these models, particularly around connectivity and setup scenarios.

Problem Categories

Connectivity and Access categories show lower average scores and are marked for deeper focus. These areas highlight opportunities to strengthen diagnostic and resolution skills, especially for internet outages and login/access issues.

What Went Well

Accurate Model Identification

“Okay, got it ma’am. Ma’am, by the way, prior to calling us here, did you experience network outages, power outages so far or just the router stopped working? Got it. Can you confirm to me ma’am what’s the serial number for your Linksys device, please?”

#TE00130941

Why it matters: Correctly identifying the product model and serial number early in the call ensures accurate troubleshooting and supports appropriate case documentation.

Effective Mesh Node Pairing

“All right, sir, whenever that you're ready manual by the way the first name and the last name uh indicated in the car that you're going to use please take your t…”

#LTS00103439

Why it matters: Successfully guiding the customer through the 5-press pairing method resulted in all five child nodes showing a solid blue LED, confirming mesh reintegration and restoring connectivity.

Growth Opportunities

Incorrect Technical Guidance on Reset Procedures

“E2500 does not have a red button; reset is via a pinhole button held for ~10 seconds ([05:00]–[06:00]). KB reference: EA Series Router Setup guide states reset is via pinhole button for ~10 seconds.”

#LTS00131322

What to improve: Provide accurate, model-specific reset instructions. For the E2500, the reset is performed using the pinhole button, not a red button, and should be held for approximately 10 seconds. Verify the correct procedure for each model before instructing customers.

Failure to Perform Basic Troubleshooting

“Failed to collect product model or serial number before proceeding, violating core protocol [02:00, 05:00]. Did not perform any standard troubleshooting for internet/WAN outage (no power cycle, no LED check, no modem/router isolation) [01:00–07:00].”

#LTS00130920

What to improve: Implement a structured troubleshooting flow. Begin every connectivity call by collecting the product model and serial number, then proceed with basic diagnostics such as power cycling the modem and router, checking LED statuses, and isolating the WAN connection. This approach helps identify root causes more efficiently and reduces escalations.

Next Week's Focus

1. Verify Model and Serial Number First: Always confirm the product model and serial number at the start of each call to ensure accurate troubleshooting and documentation.
2. Use Model-Specific Reset Instructions: Refer to the KB for each model's reset procedure (e.g., pinhole button for E Series, 10-second hold) and communicate these steps clearly.
3. Follow a Structured Troubleshooting Flow: For connectivity issues, start with basic diagnostics—power cycle, LED check, WAN isolation—before moving to advanced steps.
4. Document and Set Clear Next Steps: After each call, ensure the next steps are clear and documented, whether it’s sending an email with instructions, scheduling a callback, or escalating to Level 2.

Technical Accuracy

Improvement

Agent incorrectly stated MX5500 has a 2.5G WAN port (contradicts KB - MX5500 has 1G WAN port).

#LTS00123747

Improvement

Agent made grossly inaccurate technical claim: stated the EA7500 router supports Wi-Fi 7 [07:00], which is false; EA7500 is a Wi-Fi 5 device.

#LTS00130888

Improvement

Agent provided factually incorrect reset instructions: E2500 does not have a red button; reset is via a pinhole button held for ~10 seconds.

#LTS00131322

Improvement

Agent provided materially inaccurate product information: referenced Eero Pro (a competitor product), misnamed 'Veloop Pro7' (not a real Linksys model), and incorrectly cited MBE7000 coverage.

#LTS00123747

Improvement

Agent incorrectly claimed the Linksys app is no longer available for setup ([01:00], [02:00]), contradicting the KB (adjacent_smart_home_iot.md). The app is fully functional for MX62 setup.

#LTS00131314

Coaching Moments

Improvement

“Okay, sir, can you double check for me if the model number of your Linksys device is MX? MX6200? Got it. All right. Sir, for us to recover or reconfigure your device, may I ask, sir, what's the light indicator showing in your Linksys device, please? Oh. All right. Can you tell me, sir, like, what's going on? Did you experience network outage, power outa…”

#PR00005769

Note: The agent failed to verify WAN connection or internet service status before initiating resets, did not collect serial number or confirm warranty status despite relevance and IVR prompt, provided incorrect reset duration (20 seconds instead of 15 seconds per KB for MX6200), and advised a 5-press reset sequence which is not a valid recovery method for MX6200 and not documented in KB for this model.

Improvement

“Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you today? Oh, uh, may I know the reason why you wanted to reset your router, please? Oh, uh, because it's not connecting at all to the internet. Um, the spectrum service went down earlier today and so, sometimes when that happens and and the service is restored, it like screws with the router and this happened a few times. Um, and I basically have to like reset it completely. Yeah, but it's restored and I've, um, I have the cable box, um, hooked up to like a computer and I can get on the internet...."

#LTS00109388

Note: The agent incorrectly identified the customer's device as an E7350 range extender, gave a generic 20-second reset instruction, offered paid support, and promised an email with troubleshooting steps without confirming any fix or verifying the router's actual model, warranty or connectivity status.

Improvement

“Okay. So, how many WHW03 you have? Three. Who's the parent node sir? Is this, is this MX62's parent node? Yes. 6200 is t…”

#PR00005769

Note: The customer reported a persistent LED pulsing issue on an MX6200 parent node. The agent performed multiple resets and a 5-press sequence without validating WAN connectivity, collecting serial/warranty details, or confirming topology. No progress was made, and the case was escalated to Level-2 without proper protocol adherence or technical accuracy.

Improvement

“Okay, got it. Sure. May I know what's the serial number for your router, please? Serial number of your router. Okay, let me confirm, sir. Uh you were able to connect this uh you were able to connect your previous router to your uh I'm sorry, your previous printer to the router's Wi-Fi before, right? Okay. Uh may I know what's the brand and model of your printer? Epson. Have you tried calling them, sir?”

#LTS00131047

Note: The agent eventually guided the customer to change Wi-Fi credentials and connect an Epson ET-2803 printer, but the call was severely compromised by premature payment collection, missing device identification, incorrect technical guidance, and poor communication control.

Improvement

“Okay, s... I'm sorry sir. I can't really hear you clearly. That's a better. I'm speaking with Mr. Joff Silva, right? Yes, sir. That's a better. What information can I give you so that you can bring me up on your screen? What information can I give you so that you can bring me up on the screen? Okay, I hope you now. No. Not the first time, no. Yep, that's me. Mm-hmm. Mm-hmm. I just have a question. Um, I have a Linksys mesh router. Um, I've got five nodes set up. The the router are the maximum speed it can handle is a gig. My question is, I spectrum is my internet service provider and they're telling me that I'm getting 1.17 gigs, so that's a bit over a gig. Can my Linksys router handle that speed? It's it's”

#LTS00123747

Note: The agent provided materially incorrect technical information about the customer's mesh system, misidentified the model, and gave unsupported product recommendations. No concrete troubleshooting was performed, and the call ended without resolution or a clear next step.

Escalation Lessons: What L2 Did

#TE00130941 — Resolved by Level 2

• What L1 saw: Customer reported no internet connection on a WHW01 mesh system; all nodes showed solid red LEDs. L1 failed to perform any meaningful troubleshooting, skipped basic diagnostics, and offered paid support or an email with steps without attempting triage.
• Why it escalated: The case was escalated due to incomplete L1 troubleshooting and the need for advanced diagnostics.
• Related call chain: This was a repeat contact; the initial call was closed incorrectly without resolution, forcing a later escalation.
• What L2 did: L2 verified hardware status, confirmed possible defective unit, and processed the case for resolution, ultimately determining the device was out of warranty and no longer eligible for RMA but still escalating for confirmation.
• Current state: The case is resolved.
• L1 learning points:

1. Always perform basic diagnostics (power cycle, LED check, WAN status) before offering paid support.

2. Collect and verify product model and serial number early in the call.

3. For solid red LEDs on all nodes, follow KB-guided troubleshooting steps before escalating.

#PR00005769 — Pending with Level 2

• What L1 saw: Customer reported MX6200 parent node LED pulsing blue and not stabilizing. L1 performed resets and a 5-press sequence without validating WAN connectivity or collecting serial/warranty details.
• Why it escalated: The case was escalated due to unresolved hardware issues and the need for advanced diagnostics.
• Related call chain: Multiple calls were made, with inconsistent handling and unresolved issues.
• What L2 did: L2 is awaiting customer return for a pro-rated refund and further assessment of the hardware issue.
• Current state: Pending - Returns.
• L1 learning points:

1. Verify WAN connectivity and internet service status before initiating resets.

2. Collect serial number and confirm warranty status early in the call.

3. Follow model-specific reset procedures and avoid unsupported methods like the 5-press sequence on MX6200.

Coach Appendix

Weekly Trend Summary:

This week saw a high rate of unresolved calls (65.5%) with low protocol adherence (1.7 average). Technical inaccuracies were frequent, especially around reset procedures and product capabilities. Basic diagnostic steps were often skipped, impacting resolution efficiency. Improving call control, accurate model identification, and structured troubleshooting flows are key focus areas for next week.

Recurring Patterns:

• Frequent omission of model/serial number collection before troubleshooting.
• Materially incorrect technical guidance on reset procedures and product specifications.
• Inconsistent application of model-specific KB procedures.
• Need for clearer communication and better call control to manage customer expectations and reduce escalations.

This Week's Calls