dorothybelle.oraiz@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 |
|---|---|---|---|---|---|
| 22 | 23m 52s | WHW03 | CONNECTIVITY | 22 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.60 | 22 |
| Protocol | 1.80 | 22 |
| Communication | 2.10 | 22 |
| Overall | 2.40 | 22 |
22 calls reviewed, overall score range: 1.10 – 3.40
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 5 | 2.80 |
| MX4200 | 3 | 1.80 |
| EA6400 | 2 | 2.00 |
| MR8300 | 1 | 3.00 |
| MBE7000 | 1 | 2.80 |
| E5400 | 1 | 3.00 |
| MX8500 | 1 | 1.10 |
| EA8300 | 1 | 3.00 |
| MR6350 | 2 | 1.40 |
| EA9500 | 1 | 3.00 |
| EA7500 | 1 | 2.30 |
| MR5500 | 1 | 1.10 |
| MX2000 | 2 | 2.30 |
| E2500 | 1 | 1.50 |
Lower scores on MX4200 and MR6350 calls suggest a need to review device-specific troubleshooting flows and pairing methods.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 12 | 2.30 | ✓ |
| SETUP | 7 | 2.30 | ✓ |
| ACCESS | 3 | 1.80 | ✓ |
Connectivity and Setup categories show room for improvement, particularly around reset procedures and pairing guidance. Access issues also need attention, especially around app integration and password management.
What Went Well
Accurate Model Identification and Warranty Handling
The agent correctly identified product models and handled warranty status appropriately, ensuring accurate support paths.
Issue Description: __Unable to access a specific website__ Model Number: MX4200 Serial Number: 38U10M37B44992 Warranty Start Date: May 8, 2022 _Customer reported that for the first time he was unable to access his own website if he connects his devices through his Linksys network._ _However, if he connects his devices to the ISP network or even his own hotspot, he can access his personal website._ _His website was blainbell.org_ _**Tried to access his website on...._
Effective Troubleshooting Guidance
The agent successfully guided customers through step-by-step reset and re-pairing processes, confirming resolution with solid white LED status.
Two Velop child nodes showed red LEDs after a power outage and extension cord change; nodes failed to reconnect to the parent.
Growth Opportunities
Incorrect Reset Procedures and Pairing Methods
The agent used incorrect reset durations and pairing methods for Velop/MX/MR devices, which can lead to misapplication and potential failure. Focus on using the correct 10-second reset duration and avoiding the 5-press pairing method for Velop devices.
The agent used the 5-press pairing method, which is not supported for Velop (WHW/MX/MR) nodes. The KB specifies this method only for Cognitive Mesh (LN/MBE) and SPNM series.
Premature Escalation to Paid Support Without Troubleshooting
The agent offered paid support before attempting basic troubleshooting or verifying warranty status, which can hinder customer satisfaction and efficient issue resolution. Focus on exhausting free troubleshooting steps before escalating to paid support.
Unfortunately, your model is no longer under warranty. But we do offer paid support. Is it okay if I charge $60 for a phone session? Unfortunately, that will be a non-refundable produce.
Next Week's Focus
- Verify product model and warranty status before offering any support path.
- Use the correct 10-second reset duration for Velop devices and avoid the 5-press pairing method.
- Exhaust free troubleshooting steps (e.g., power cycle, LED checks, basic diagnostics) before escalating to paid support.
- Collect and verify essential device information (model, serial number, ISP) early in the call to streamline troubleshooting.
Technical Accuracy
Improvement
The agent instructed a 20-second reset hold instead of the correct 10-second reset for factory reset on Velop devices.
Improvement
The agent used the 5-press pairing method for Velop MBE7000, which is not supported and risks misapplication.
Improvement
The agent provided an incorrect default admin password ('admin') for MR6350; the correct default is the Wi-Fi password printed on the label.
Improvement
The agent instructed a 20-second reset hold instead of the correct 10-second reset for MX8500, violating KB guidance.
Strength
Accurate LED interpretation for MX4200, aligning with KB guidance.
Coaching Moments
Improvement
The agent used incorrect LED guidance: stated solid green means connected, when KB specifies solid white for successful mesh connection on Velop nodes.
Improvement
The agent provided nonsensical instructions and immediately offered paid support without gathering any device information.
Improvement
The agent incorrectly claimed EA2500 V4 is incompatible with the Linksys app — KB states it supports the legacy Linksys Smart Wi‑Fi app.
Improvement
The agent repeatedly asked the customer to move all nodes together despite the customer stating they cannot, and never resolved the login issue.
Escalation Lessons: What L2 Did
#TE00131348 — Resolved by Level 2
- What L1 saw: Customer unable to access specific websites (e.g., own Bluehost site) when using Linksys MX4200 mesh; works via ISP router. Intermittent hangs and slow loads.
- Why it escalated: L1 applied incorrect troubleshooting (unsupported 5-press pairing, 20-second reset) and failed to resolve the issue.
- Related call chain: This was part of a multi-call chain involving multiple agents, with initial misdiagnosis and incomplete troubleshooting.
- What L2 did: L2 performed deeper diagnostics, likely focusing on network configuration, DNS settings, and potential ISP-related issues. They may have also verified firmware versions and conducted packet captures to identify the root cause.
- Current state: The case is resolved, indicating L2 successfully identified and addressed the underlying issue.
- L1 learning points:
- Collect comprehensive device and network information (model, serial, firmware, ISP settings) before troubleshooting.
- Use model-specific reset and pairing procedures — 10-second reset for Velop, no 5-press pairing.
- Validate connectivity and performance after each troubleshooting step, not just LED status.
Coach Appendix
Weekly Trend Summary: The agent needs to focus on correct reset procedures and pairing methods for Velop/MX/MR devices, avoid premature escalation to paid support, verify warranty status before offering support paths, and improve LED interpretation and default password guidance.
Key Pattern: Recurring issues with incorrect technical guidance (reset durations, pairing methods, LED interpretations) and premature escalation to paid support without adequate troubleshooting. These patterns suggest a need for reinforced training on device-specific procedures and support path protocols.