vennemir.calvin@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the 34 calls reviewed this week. Overall scores range from 1.10 to 3.90.

This Week's Coverage

Models Supported

Key pattern: Lower scores on MX5500 and RE7000 calls suggest a need for deeper familiarity with these models’ setup and troubleshooting flows.

Problem Categories

CONNECTIVITY and SETUP categories show the greatest opportunity for improvement. The lower average scores in these areas indicate that agents may benefit from additional training on common connectivity issues and structured setup procedures.

What Went Well

Correct identification of non-Linksys products

“Okay, it's Y as in yellow, 2, 5, 9, 1, 2, 0. C as in Charlie, 0, 0, again, number 4, 9, 7.”

This call demonstrates the agent’s ability to correctly identify a TP-Link Deco mesh system and appropriately refer the customer to TP-Link support, avoiding incorrect Linksys-specific guidance.

#LTS00057293

Accurate troubleshooting guidance for mesh systems

“All right, k... wait for them to finish flashing well... still flashing. Yeah, they're all solid blue, I mean, no. No, now the other one is flashing as well. Sorry, I've got one solid blue. Yeah. Okay. Oh, now it's flashing blue. Flashing. Both of them flashing blue.”

The agent successfully guided the customer through factory resets and re-pairing of mesh nodes, restoring connectivity and confirming resolution. This reflects strong adherence to KB-based troubleshooting for mesh systems.

#LTS00094375

Growth Opportunities

Incorrect technical guidance on reset procedures

“All right, can you provide me the serial number of DMX-2000? … All right. 50 Delta 10 Mary 25 Charlie 67921. Thank you so much. Let me just quickly...”

The agent instructed a 20-second factory reset for an MX2000, contradicting KB guidance which specifies 10 seconds. This incorrect duration can lead to failed resets and unresolved issues.

#LTS00131305

What “good” looks like:

• Always verify reset durations against the KB for the specific model.
• Confirm the reset was successful before proceeding with further steps.

Failure to collect critical product information

“Right. It says I'm connected, but no, I don't know, no service or no signal. I don't know what the problem is. Um, I have a. Oh, wait. I thought I wrote that down, too. Um, I'm not sure if this is no. I have the serial number.”

The agent failed to collect the model number in this call, which is essential for accurate troubleshooting and KB alignment. Without the model, guidance may be incorrect or unsafe.

#LTS00130705

What “good” looks like:

• Always ask for and confirm the exact model number at the start of the call.
• Use the model to select the appropriate KB article and troubleshooting path.

Next Week's Focus

1. Verify reset procedures: Before instructing any factory reset, confirm the exact duration from the KB for the specific model.
2. Collect model/serial early: Ask for the model number and serial number within the first 2 minutes of the call to ensure accurate, safe guidance.
3. Confirm resolution: After guiding a reset or re-pairing, verify that the issue is truly resolved before closing the call.
4. Use KB for LED interpretations: Reference the KB for LED meanings specific to each model to avoid misdiagnosis.

Technical Accuracy

Improvement

This is a serious accuracy and safety risk, as it directs the customer to an incorrect and potentially unsafe website.

#LTS00130705

Improvement

5-press reset is only valid for Cognitive Mesh (LN/MX6200/MBE) and not supported for Velop (WHW/MX/MR). This risks misdiagnosis and wasted effort.

#LTS00101153

Improvement

KB specifies 10 seconds for factory reset on these models. Incorrect guidance can lead to failed resets and unresolved issues.

#LTS00131214

Improvement

This is materially false and unsupported by KB. Routers do not have hard drives, and no such replacement policy exists.

#LTS00131473

Strength

Accurate troubleshooting aligned with KB guidance for mesh systems.

#LTS00094375

Coaching Moments

Improvement

“All right, thank you so much for patiently waiting, Miss Gina, and I do apologize...”

The agent collected payment before any diagnostic or identification steps, violating core support protocol. Payment should only be collected after establishing model compatibility and a clear troubleshooting path.

#LTS00101153

Improvement

“In this case, since currently it's a flashing red light, the next step is to contact directly your internet provider, since there's no available computer that we can wire directly.”

The agent failed to follow standard troubleshooting flow for a flashing red WAN light. Basic steps such as power-cycling the router and checking WAN status should be performed before directing the customer to the ISP.

#LTS00101153

Improvement

“is available for fre trust gathering on our end paper gathering for the unit requires a $[REDACTED_PAYMENT_DIGITS] payment if you choose to proceed through the phone.”

The agent incorrectly interpreted a solid green LED as meaning the extender is “set up properly.” KB states that a solid green LED only indicates power, not successful connection or signal strength. This misinterpretation can mislead customers.

#LTS00130179

Improvement

“Do you have a Linksys? Linksys router? But can you please provide the serial number? Can you please provide the serial number?”

The agent failed to confirm that the customer owned a Linksys device before requesting serial/model details. This led to unnecessary back-and-forth and a missed opportunity to redirect the customer to the correct support channel.

#LTS00130230

Escalation Lessons: What L2 Did

#TE00122939 — Resolved by Level 2

• What L1 saw: Customer lost internet after upgrading to a new Comcast modem; Linksys mesh system showed no connectivity.
• Why it escalated: L1 failed to collect product model/serial, did not verify modem connectivity, and initiated paid support without clear consent.
• Related call chain: This was a repeat contact; the initial call was closed as “resolved” without actual resolution.
• What L2 did: L2 guided the customer through modem testing, confirmed ISP connectivity, and re-pairing of mesh nodes.
• Current state: Resolved.
• L1 learning points:

1. Always collect model/serial number before troubleshooting.

2. Verify modem connectivity by testing with a laptop or another device.

3. Obtain explicit consent before initiating paid support.

#TE00092429 — Resolved by Level 2

• What L1 saw: Customer couldn’t verify their Linksys account due to a non-functional verification link.
• Why it escalated: L1 did not use internal tools to verify the account and repeatedly asked for screenshots without clear next steps.
• Related call chain: This was a follow-up call after an earlier unresolved interaction.
• What L2 did: L2 reviewed the screenshot, verified the account manually, and provided a callback.
• Current state: Resolved.
• L1 learning points:

1. Use internal tools to verify account status when possible.

2. Provide clear, step-by-step instructions for screenshot submission.

3. Set clear expectations for callback timing.

Coach Appendix

Weekly trend summary:

This week’s data shows a consistent challenge in accuracy and protocol adherence, particularly around model-specific guidance and reset procedures. The agent’s strengths lie in identifying non-Linksys products and guiding mesh system troubleshooting, but there is a clear need to improve technical accuracy, especially around reset durations and model verification.

Key focus for next coaching:

• Reinforce the importance of collecting model/serial numbers early in the call.
• Review KB articles for reset procedures to ensure correct durations are provided.
• Practice structured troubleshooting flows for connectivity issues, ensuring basic steps (power-cycle, WAN check) are completed before escalation or paid support.

This Week's Calls