rubierosa.levi@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the agent's performance across 7 calls reviewed this week.

This Week's Coverage

Models Supported

Key pattern: Lower scores on MX2000, SPNMX42, and MX6200 calls suggest a need for deeper familiarity with these models' setup and access flows.

Problem Categories

ACCESS and SETUP categories show the greatest opportunity for improvement. The lower average scores here indicate that customers experiencing login, app detection, or configuration issues are not being resolved as effectively as other problem types.

What Went Well

Professional communication in follow-up calls

“oh, yeah, that's good. Yes, sir, that's good. Is, like, for example, um, the child node upstairs will connect to the child node downstairs, cuz, uh, that's in between, sir. That's actually a good setup. Yes, good job.”

#LTS00130683

The agent maintained a polite and professional tone throughout the call, even when discussing technical details. This approach helps build trust and keeps customers engaged in the troubleshooting process.

Growth Opportunities

Technical accuracy in setup and configuration

“Other O&T. Oh, so you will still be paying for the bridge mode so when can we set up this router, sir? Or is the O&T already on bridge mode right now because you said you need to set it up under bridge mode oh you mean the Linksys router should be set up into bridge mode?”

#LTS00130689

What better looks like:

• Verify the correct wiring topology for the MX2000 (WAN to modem/ONT, not to another router’s LAN port).
• Confirm whether bridge mode is supported for the specific model before instructing the customer.
• Validate upstream internet connectivity before proceeding with configuration changes.
• Use factory resets only after confirming the current state and as a last resort.

Model-specific knowledge and troubleshooting

“And what's the model number of the Linksys device again, sir? M.B.E. 7,000. Okay, but is the M.B.E. 7000 working? … What's the light indicator on the M.B.E. 7,000? White, solid white.”

#LTS00130692

What better looks like:

• Use the correct default credentials for the MBE7000 (username root, password matches Wi‑Fi).
• Clarify that the router password and Wi‑Fi password are the same for OpenWRT-based devices.
• Provide the correct URL format for accessing the router (e.g., https://[REDACTED_PHONE], not http://).
• Confirm the model early in the call to avoid misdirected troubleshooting.

Next Week's Focus

1. Confirm model and environment early. Ask for the exact product model and check the LED status before diving into troubleshooting.
2. Validate connectivity before configuration. Ensure the modem/WAN is online and test basic internet access before changing router settings.
3. Use model-specific KB articles. Reference the correct setup guides for MX2000, MBE7000, SPNMX42, and MX6200 before instructing customers.
4. Document and escalate when needed. Create a HappyFox case for every unresolved issue and clearly note the next steps for the customer.

Technical Accuracy

Improvement

Agent provided materially incorrect technical instructions: wiring MX2000 WAN port to Asus LAN port creates double-NAT topology (KB universal_isp_compatibility.md states WAN should connect to modem/ONT). Attempted to enable bridge mode on MX2000 which is unsupported for Velop MX series (KB universal_access_point_mode.md states bridge mode is for EA/MR/WHW series only).

#LTS00130689

Improvement

Agent provided incorrect default router password ('admin') for MBE7000; correct default is same as Wi‑Fi password, username is root. Falsely claimed router password is different from Wi‑Fi password. Instructed customer to access http://[REDACTED_PHONE], which is incorrect; OpenWRT requires https://[REDACTED_PHONE].

#LTS00130692

Improvement

Agent provided materially incorrect technical instructions: wrong admin URLs ([REDACTED_PHONE], myrouter.local for SPNM series which requires http://myrouter.info), wrong reset procedure (20-second press, pink light - SPNM requires 10-second press), incorrect CMD instructions ('Charlie Mike Victor' instead of 'Command Prompt').

#TE00130835

Improvement

Agent provided a materially false technical explanation at [11:00], claiming error 2123 is caused by a 'merchant file' with 'invalid syntax' and 'wrong code'—this has no basis in Linksys KB and reflects severe misunderstanding. Directed customer to linksysmartwifi.com for local router login, which is incorrect for direct access (correct URLs: myrouter.local or [REDACTED_PHONE]).

#TE00130994

Improvement

Agent failed to recognize and address the customer's explicit statement that the child node was not connecting to the parent node. Incorrectly validated the customer's setup as 'good' despite unresolved connectivity. No troubleshooting steps performed for mesh connectivity issue.

#LTS00130683

Escalation Lessons: What L2 Did

#TE00130835 — Resolved by Level 2

• What L1 saw: Customer couldn’t log into the Linksys app using the default password printed on the SPNM62CF router.
• Why it escalated: L1 provided incorrect admin URLs, reset procedures, and CMD instructions specific to the SPNM series.
• Related call chain: This was a single escalation from L1 to L2.
• What L2 did: L2 guided the customer through the correct reset procedure (10-second press), provided the proper admin URL (http://myrouter.info), and verified warranty status for potential replacement.
• Current state: Resolved.
• L1 learning points:

1. Always confirm the exact model before providing URLs or reset steps.

2. For SPNM series, the admin interface is accessed via http://myrouter.info, not myrouter.local or IP addresses.

3. The reset procedure for SPNM requires a 10-second press, not 20 seconds.

#TE00130994 — Resolved by Level 2

• What L1 saw: MX6200 user reported error 2123 in the Linksys app and couldn’t log in using the router password.
• Why it escalated: L1 provided a fabricated explanation for error 2123 and directed the customer to an incorrect URL (linksysmartwifi.com).
• Related call chain: This was a single escalation from L1 to L2.
• What L2 did: L2 requested sysinfo logs, explained that resetting the node was the only way to regain access, and guided the customer through the process.
• Current state: Resolved.
• L1 learning points:

1. Error 2123 is a known cloud-service discontinuity issue; the correct next step is to reset the node.

2. Avoid directing customers to cloud portals (linksysmartwifi.com) for local router access.

3. Collect the serial number early to verify warranty and support eligibility.

Coach Appendix

• The agent’s week was marked by critical technical accuracy gaps, especially around model-specific setup and access procedures.
• Model-specific knowledge deficiencies were evident in calls involving MX2000, MBE7000, SPNMX42, and MX6200.
• Escalations highlight the need for stricter adherence to KB articles and clearer validation steps before instructing customers.
• Focus for next week: Early model confirmation, connectivity validation, and precise instruction using the correct URLs and credentials.

This Week's Calls