trecia.malunjao@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 |
|---|---|---|---|---|---|
| 16 | 30m 48s | WHW03 | CONNECTIVITY | 16 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.60 | 16 |
| Protocol | 1.90 | 16 |
| Communication | 2.10 | 16 |
| Overall | 2.40 | 16 |
Scores reflect a week with 16 calls reviewed. Overall scores ranged from 1.4 to 3.0.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 6 | 2.30 |
| SPNM60CF | 2 | 3.00 |
| MX5500 | 1 | 3.00 |
| EA7200 | 1 | 3.00 |
| VLP01 | 1 | 1.80 |
| SPNMX55CF | 1 | 3.00 |
| SPNMX56CF | 1 | 1.70 |
| SPNM60TB | 1 | 2.50 |
| LN1600 | 1 | 1.80 |
| SPNMX55GC | 1 | 1.40 |
Low performance on WHW03, VLP01, SPNMX56CF, and SPNMX55GC calls suggests a need for focused practice on these models.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 13 | 2.20 | ✓ |
| ACCESS | 2 | 2.40 | ✓ |
| SETUP | 1 | 1.40 | ✓ |
| NO TROUBLESHOOTING NEEDED | 1 | 2.80 |
Connectivity and Access issues are driving the lower scores. Focus on strengthening diagnostic steps and verification for these categories.
What Went Well
Accurate technical guidance for WHW03 reset
Provided correct reset and pairing instructions for WHW03 (KB-aligned).
Correct identification of SPNM60 model
Correctly identified the SPNM60 model and confirmed it is not supported by the Linksys app [03:00], per KB guidance (universal_web_browser_setup.md).
Growth Opportunities
Incorrect technical information on Wi‑Fi standards
Incorrectly stated Wi‑Fi 5 supports up to 2 Gbps [12:00] (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi‑Fi 7 as current technology [11:00] (KB: Wi‑Fi 7 is not mainstream or supported on most Linksys consumer models).
What “good” looks like:
- Reference exact KB limits when discussing Wi‑Fi speeds.
- Clarify that Wi‑Fi 7 is not yet mainstream and is unsupported on most consumer Linksys devices.
Failure to verify product model before troubleshooting
Failed to collect product model or serial number before giving reset/pairing instructions (PROTOCOL violation). Did not verify speed results after any troubleshooting step, leaving resolution unconfirmed.
What “good” looks like:
- Always collect model and serial number before proceeding.
- Verify outcomes after each troubleshooting step (e.g., speed test results, LED status).
Next Week's Focus
- Start every call with model/serial collection – make it a non‑negotiable first step.
- Verify outcomes after each action – confirm speed, LED, or connectivity before moving on.
- Cross‑check Wi‑Fi standard claims against KB before mentioning speeds or future standards.
- Practice concise, model‑specific troubleshooting scripts for WHW03, VLP01, and SPNMX models.
Technical Accuracy
Improvement
Incorrectly stated Wi‑Fi 5 supports up to 2 Gbps (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi‑Fi 7 as current technology (KB: Wi‑Fi 7 is not mainstream or supported on most Linksys consumer models).
Improvement
Provided inaccurate LED interpretation: claimed nodes turned solid green ([10:00], [11:00]) when customer reported blinking red. Velop nodes show solid purple (ready) or solid white (online), not green (KB: led_cog_mesh_group_d_spnm60_62.md). Used incorrect admin URL for Velop: referenced myrouter.info ([33:00]), which is specific to SPNM60/62 (KB: linksys_now_login_admin.md).
Improvement
Incorrectly stated that expired warranty voids all technical support, including basic password-retrieval guidance (contradicts KB: universal_web_browser_setup.md and adjacent_connecting_devices.md). Failed to provide standard password-retrieval steps: checking device label, accessing http://myrouter.local, or performing a factory reset (KB: universal_web_browser_setup.md, adjacent_connecting_devices.md).
Improvement
Failed to identify router model despite customer providing clear clues (SPNM62). Instructed 5-press reset - not supported on SPNM62 (contradicts KB: universal_mesh_full_rebuild.md). Provided wrong default admin password 'admin' - SPNM62 uses unique label password (contradicts KB: led_cog_mesh_group_d_spnm60_62.md). Guided customer to configure WAN as 'another Wi‑Fi network' - invalid configuration (contradicts KB: linksys_now_advanced_settings.md).
Improvement
Provided materially incorrect technical information: claimed the router admin password is the same as the Wi‑Fi password [16:00], which is false for LN1600 (KB: default admin password is 'admin' or recovery key-based). Failed to identify correct product family (AX / Max-Stream) despite model number, risking misapplication of troubleshooting steps (KB: LN1600 uses 5-press pairing, not Pair button).
Escalation Lessons: What L2 Did
#TE00131379 — Resolved by Level 2
| Aspect | Details |
|---|---|
| What L1 saw | Customer’s LN1600 child node showed solid red LED and would not connect. L1 performed multiple resets, password recovery, firmware checks, and Wi‑Fi configuration attempts. |
| Why it escalated | Node remained offline despite repeated attempts; L1 provided incorrect technical guidance (admin password = Wi‑Fi password). |
| Related call chain | This was the only call in the chain; L1 could not progress beyond L1 troubleshooting. |
| What L2 did | L2 reviewed the case, confirmed the node was solid red (disconnected), and performed advanced diagnostics: verified WAN status, checked firmware compatibility, and guided a full mesh rebuild using the correct 5‑press pairing method for LN1600. L2 also confirmed the admin password was not the Wi‑Fi password and reset it using the recovery key. |
| Current state | Resolved – node paired and internet connectivity restored. |
| L1 learning points | 1. Collect model/family first – LN1600 is a Cognitive Mesh device that requires 5‑press pairing, not a Pair button. <br>2. Never equate admin and Wi‑Fi passwords – they are distinct credentials. <br>3. When a node stays solid red, verify WAN, perform a full reset, and consider mesh rebuild before declaring a hardware fault. |
Coach Appendix
This week’s most significant trend is a recurring gap in model-specific troubleshooting and protocol adherence, especially around collecting device details before proceeding. The agent’s technical accuracy suffered when product families were not confirmed, leading to misapplication of reset procedures and incorrect technical claims. Focus next week on disciplined model/serial collection and outcome verification will be key to improving scores and customer outcomes.