deneive.luar@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Based on 43 calls reviewed. Score range: 1.3 – 3.3.

This Week's Coverage

#### Models Supported

Lower scores on EA7300 and WHW03 calls suggest a need to reinforce troubleshooting steps and product knowledge for these models.

#### Problem Categories

Connectivity and Setup categories show room for improvement. Focus on reinforcing standard troubleshooting flows for these issues.

What Went Well

• Accurate product identification

> Correctly identified the product model as EA6350 based on serial number provided at [04:00].

#LTS00131213

• Professional and polite communication

> Agent maintained a polite and respectful tone throughout the call despite customer frustration.

#GI00131248

Growth Opportunities

• Incorrect technical guidance on reset duration

> Agent incorrectly advised a 20-second reset for MX6200 instead of the correct 10-second duration per KB.

#LTS00131259

What better looks like: Provide the exact reset duration as documented in the KB (10 seconds for MX6200) and confirm the LED behavior after the reset.

• Failure to follow troubleshooting protocols for power-up issues

> Agent failed to perform any basic troubleshooting for a power-up issue on an MR2000 router, incorrectly declared it out of warranty without verification.

#LTS00031564

What better looks like: Always verify warranty status through the system before declaring a device out of warranty. For power-up issues, guide the customer through a standard power cycle and LED check before escalating.

Next Week's Focus

1. Reinforce KB-based reset procedures – Practice and confirm exact reset durations for all supported models before advising customers.
2. Standardize warranty verification – Always perform a system lookup for warranty status before discussing support options.
3. Improve LED state interpretation – Review KB documentation for LED meanings on all product lines to avoid misdiagnosis.
4. Enhance customer empathy – Use calm, clear language to reassure customers, especially when they express frustration or confusion.

Technical Accuracy

• Improvement

> Agent incorrectly advised a 20-second reset for MX6200 instead of the correct 10-second duration per KB.

#LTS00131259

• Improvement

> Agent provided an invalid URL for router access, leading to potential customer confusion and inability to access the admin interface.

#LTS00131073

• Improvement

> Agent incorrectly declared the EA6900 as end-of-life, contradicting KB guidance which confirms firmware updates are available.

#LTS00130869

Coaching Moments

• Improvement

> Agent promised to email password-reset instructions to 134@gmail.com, but no actual steps were provided during the call.

#LTS00130717

• Improvement

> Customer advised to contact ISP without confirmation of modem status, router functionality, or receipt of self-help materials. No concrete next step provided.

#LTS00130705

• Improvement

> Agent incorrectly declared the EA6900 as end-of-life and unsupported, which contradicts Linksys KB.

#LTS00130869

Escalation Lessons: What L2 Did

No escalated cases were identified this week.

Coach Appendix

Internal notes for coaching context only:

• The agent’s week was characterized by frequent misapplication of reset procedures and insufficient verification of warranty status.
• Focus next week on precise adherence to KB reset durations and systematic warranty checks before discussing support options.
• Review LED state documentation to prevent misdiagnosis of hardware issues.

This Week's Calls