# 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...._ [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) ### 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. [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/) --- ## 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. [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/) ### 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. [#LTS00131113](https://linksys.happyfox.com/staff/ticket/131113/) --- ## 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. [#LTS00130795](https://linksys.happyfox.com/staff/ticket/130795/) ### **Improvement** > The agent used the 5-press pairing method for Velop MBE7000, which is not supported and risks misapplication. [#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/) ### **Improvement** > The agent provided an incorrect default admin password ('admin') for MR6350; the correct default is the Wi-Fi password printed on the label. [#LTS00131165](https://linksys.happyfox.com/staff/ticket/131165/) ### **Improvement** > The agent instructed a 20-second reset hold instead of the correct 10-second reset for MX8500, violating KB guidance. [#LTS00131133](https://linksys.happyfox.com/staff/ticket/131133/) ### **Strength** > Accurate LED interpretation for MX4200, aligning with KB guidance. [#LTS00131165](https://linksys.happyfox.com/staff/ticket/131165/) --- ## 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. [#LTS00081570](https://linksys.happyfox.com/staff/ticket/81570/) ### **Improvement** > The agent provided nonsensical instructions and immediately offered paid support without gathering any device information. [#LTS00131113](https://linksys.happyfox.com/staff/ticket/131113/) ### **Improvement** > The agent incorrectly claimed EA2500 V4 is incompatible with the Linksys app — KB states it supports the legacy Linksys Smart Wi‑Fi app. [#LTS00131516](https://linksys.happyfox.com/staff/ticket/131516/) ### **Improvement** > The agent repeatedly asked the customer to move all nodes together despite the customer stating they cannot, and never resolved the login issue. [#LTS00081622](https://linksys.happyfox.com/staff/ticket/81622/) --- ## Escalation Lessons: What L2 Did ### [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) — 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.