albertdominic.roa@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 8 calls reviewed. Overall scores ranged from 1.0 to 4.2.

This Week's Coverage

Models Supported

Key pattern: Lower scores on MX4200 and MR2000 calls suggest a need for deeper familiarity with these models’ setup and connectivity flows.

Problem Categories

Connectivity & Setup both require focused attention due to consistently lower scores. These categories represent 88% of the week’s volume, and improving protocol adherence here will have the greatest impact on overall performance.

What Went Well

Email Delivery Resolution

Correctly identified email client caching as potential issue and instructed customer to close/reopen client. Persisted until email delivery was confirmed.

— #RR00098345

This call demonstrates strong problem-solving and persistence. The agent didn’t just resend the email; they guided the customer through a logical troubleshooting step and confirmed success before closing.

Mesh Node Recovery Guidance

Successfully guided customer through 5-press pairing method, which is valid for WHW03 mesh recovery. Used device list in web UI to confirm node status.

— #LTS00131508

Despite some technical inaccuracies (reset duration, URL spelling), the core troubleshooting steps aligned with KB guidance and brought two nodes back online. The agent took ownership after escalation and provided continuous support.

Growth Opportunities

Protocol and Accuracy in Account Management

Falsely claimed the email change was already completed without system verification or customer confirmation. Repeated the customer's new email address with incorrect phonetic spelling, risking an incorrect update.

— #TE00122564

What “good” looks like:

• Verify account changes in the system before confirming to the customer.
• Repeat back the exact email address the customer provided, asking for confirmation.
• Perform identity verification before accessing or modifying any account details.

Premature Escalation Without Troubleshooting

Failed to verify product model or serial number before proceeding. Did not provide any technical troubleshooting steps despite clear customer request for factory reset.

— #TE00130897

— #TE00059604

What “good” looks like:

• Collect model, serial number, and warranty status upfront.
• Run at least one basic troubleshooting step (reset, power cycle, access method) before escalating.
• If escalation is necessary, document the steps you’ve already taken and set clear expectations for callback timing.

Next Week's Focus

1. Start every call with a quick “model & serial” check — even if the customer provides a ticket number, verify the exact product before proceeding.
2. Run one “quick win” troubleshooting step (e.g., 5-press reset for mesh, factory reset for unresponsive routers) before offering escalation.
3. When discussing account changes, always repeat the information back to the customer and ask for confirmation.
4. If you must escalate, document the exact steps you performed and give the customer a firm callback window (e.g., “I’ll call you within the next 2 hours”).

Technical Accuracy

Improvement

Agent falsely claimed the email change was already completed without verification, repeated the email address incorrectly, and failed to verify identity.

— #TE00122564

Improvement

Agent failed to verify product model or serial number and did not provide any troubleshooting steps for factory reset request.

— #TE00130897

Improvement

Agent provided fabricated IP address and misdiagnosed issue as ISP outage without validation.

— #LTS00090234

Strength

Senior agent provided effective troubleshooting for mesh node recovery, aligning with KB guidance.

— #LTS00131508

Coaching Moments

Improvement

Falsely claimed the email change was already completed without system verification or customer confirmation.

— #TE00122564

Improvement

Failed to verify product model or serial number before proceeding. Did not provide any technical troubleshooting steps despite clear customer request.

— #TE00130897

Improvement

Provided fabricated IP address and misdiagnosed issue as ISP outage without validation.

— #LTS00090234

Escalation Lessons: What L2 Did

#TE00122564 — Resolved by Level 2

• What L1 saw: Customer wanted to change the email address on their Linksys account.
• Why it escalated: L1 falsely claimed the change was already completed without verification, repeated the email incorrectly, and failed to verify identity — violating security protocol.
• Related call chain: This was a repeat contact; the customer had previously opened ticket #122564 and was now calling back because the issue remained unresolved.
• What L2 did: L2 verified the ticket, requested the customer’s current and new email addresses for confirmation, and processed the update correctly. They also confirmed the change via email.
• Current state: Resolved.
• L1 learning points:

1. Always verify account changes in the system before confirming to the customer.

2. Repeat back any sensitive information (email addresses, passwords) and ask the customer to confirm it’s correct.

3. Perform identity verification (e.g., ask for the last four digits of the credit card on file, or a security question) before modifying account details.

#TE00130897 — Resolved by Level 2

• What L1 saw: Customer couldn’t access their MR2000 router after enabling bridge mode; solid purple LED; modem cuts out; requested factory reset.
• Why it escalated: L1 failed to verify the router model, didn’t provide any troubleshooting steps, and placed the customer on hold without explanation.
• Related call chain: Multiple contacts — initial call by another agent, followed by a callback attempt, then L1’s incomplete handling, and finally L2’s resolution.
• What L2 did: L2 collected the model and serial number, performed a factory reset via the web UI, and confirmed the router rebooted correctly. They also explained how to reconfigure the bridge mode settings.
• Current state: Resolved.
• L1 learning points:

1. Always collect model, serial number, and warranty status at the start of the call.

2. Run at least one basic troubleshooting step (e.g., factory reset) before escalating.

3. If you put a customer on hold, explain why and give an estimated wait time.

#TE00059604 — Resolved by Level 2

• What L1 saw: MX4200 mesh node showed solid red LED after power outage; couldn’t add node to network.
• Why it escalated: L1 didn’t collect device details, didn’t follow KB steps for red-light nodes, and escalated prematurely.
• Related call chain: This was a new ticket; no prior contacts.
• What L2 did: L2 guided the customer through a reset (hold for 10–15 seconds), repositioned the node, and re-paired it using the 5-press method. They also verified connectivity via the web UI.
• Current state: Resolved.
• L1 learning points:

1. For red-light mesh nodes, follow KB steps: reset, reposition, and re-pair.

2. Collect model and serial number before troubleshooting.

3. Use the web UI (myrouter.local) to verify node status after reset.

#LTS00090234 — Resolved by Level 2

• What L1 saw: MX4200 router intermittently went offline for one minute at 3:41 AM; red LED; couldn’t access admin page; requested replacement.
• Why it escalated: L1 provided incorrect IP addresses, misdiagnosed the issue as an ISP outage, and didn’t perform a factory reset.
• Related call chain: Multiple contacts — initial call by another agent, followed by L1’s incomplete handling, and finally L2’s resolution.
• What L2 did: L2 performed a factory reset, reconfigured the router, and monitored it for 24 hours to confirm stability. They also explained the importance of firmware updates.
• Current state: Resolved.
• L1 learning points:

1. Avoid providing fabricated IP addresses; use only documented addresses (myrouter.local, [REDACTED_PHONE]).

2. Perform a factory reset for unresponsive routers before escalating.

3. Validate LED state and local network configuration before attributing issues to the ISP.

#TE00131346 — Resolved by Level 2

• What L1 saw: Customer mentioned ticket number but didn’t describe a specific problem.
• Why it escalated: L1 didn’t identify the issue, collect product details, or perform any troubleshooting.
• Related call chain: This was a follow-up call; the original ticket was opened by another agent.
• What L2 did: L2 reviewed the ticket history, identified the issue (no internet), and guided the customer through a power cycle and reset.
• Current state: Resolved.
• L1 learning points:

1. If a customer references a ticket but doesn’t describe a problem, ask clarifying questions to identify the issue.

2. Collect essential product details (model, serial, warranty) before proceeding.

3. Perform at least one basic troubleshooting step before considering escalation.

#TE00130759 — Pending with Level 2

• What L1 saw: Customer reported slow speed and poor range on MX2000; SN not registered; requested higher technician.
• Why it escalated: L1 obtained limited info, didn’t verify registration, and escalated without attempting basic troubleshooting.
• Related call chain: Multiple contacts — initial call by another agent, followed by L1’s escalation, and now pending L2 action.
• What L2 did: L2 reviewed the ticket, attempted a speed test from a different server, and planned a follow-up call to test connection near the parent node.
• Current state: Callback scheduled.
• L1 learning points:

1. Verify product registration and collect proof of purchase before escalating.

2. Attempt basic troubleshooting (e.g., move node closer to parent, reset, check LED) before escalation.

3. Document all steps taken and set clear expectations for callback timing.

Coach Appendix

Weekly trend: The majority of calls involve connectivity and setup issues on MX4200 and MR2000 devices, with low resolution rates and frequent escalations. Key gaps include insufficient protocol adherence (identity verification, product detail collection) and premature escalation without basic troubleshooting. Focus should remain on improving these core skills to reduce escalations and increase first-contact resolution.

This Week's Calls