jeraldjun.villanubos@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

29 calls reviewed. Overall score range: 1.0 – 4.2.

This Week's Coverage

Models Supported

Low performance on EA9300 calls suggests a need for focused review of troubleshooting flows and warranty handling for this model.

Problem Categories

Connectivity and Access issues are the primary focus areas this week, with lower scores indicating room for improvement in troubleshooting and guidance.

What Went Well

Effective troubleshooting guidance

Successfully guided customer through re-adding a mesh node via app and Ethernet connection [24:00–34:00]. Correctly directed customer to access router admin page at [REDACTED_PHONE] [36:00–37:00]. Accurately instructed DHCP reservation setup under Local Network settings [40:00–42:00].

#LTS00130740

Clear and accurate technical instructions

Provided accurate placement guidance for the booster node, advising optimal distance (~30 ft) at [27:00] and [28:00]. Maintained a calm and supportive tone throughout, acknowledging customer frustration and validating their efforts.

#LTS00130900

Growth Opportunities

Incorrect technical guidance

Provided wrong reset procedure (5-press) for MR7500 at [09:00]. Mis-described LED states (solid blue) for MR7500 at [11:00]. Provided incorrect default admin password ('admin') for MR7500 at [19:00].

#LTS00130796

What better looks like:

• Use the correct 10-second reset for MR7500 devices.
• Reference KB documentation for LED state definitions (solid purple = ready to setup).
• Use the correct default admin credentials (blank or Wi-Fi password) for MR7500.

Failure to follow protocol

Failed to follow standard troubleshooting flow: no WAN check, power-cycle, or reset [KB: ax_maxstream_wifi_connectivity.md]. Provided unsupported advice about firmware/channel issues without validation or instructions [KB: universal_firmware_update.md]. Did not confirm warranty status via official lookup before quoting paid support [KB: universal_escalation_guide.md].

#LTS00130883

What better looks like:

• Always verify WAN connectivity and perform a power-cycle before escalating.
• Use KB articles to validate firmware/update advice and provide clear steps.
• Confirm warranty status before offering paid support.

Next Week's Focus

1. Master model-specific reset procedures – Review KB for reset durations and pairing methods for MR7500, WHW03, and MX series devices.
2. Standardize WAN and LED checks – Begin every connectivity call with WAN status verification and correct LED interpretation.
3. Improve protocol adherence – Always collect serial/model numbers, verify warranty status, and reference KB articles before offering solutions.
4. Enhance escalation clarity – When escalating, provide a clear summary of steps taken and expected next steps for Level 2.

Technical Accuracy

Improvement

Incorrect reset duration and model confusion led to ineffective troubleshooting and customer confusion.

#LTS00130740

Improvement

Agent skipped critical troubleshooting steps and provided inaccurate information about firmware updates and support eligibility.

#LTS00130761

Improvement

Agent provided materially false information about driver availability, compatibility, and support fees, leaving customer without resolution.

#LTS00130791

Improvement

Incorrect router IP and channel guidance led to failed login and unresolved connectivity issue.

#LTS00130891

Improvement

Incorrect security mode guidance and lack of router verification left customer unable to connect devices.

#LTS00131049

Coaching Moments

Strength

Provided accurate placement guidance for the booster node, advising optimal distance (~30 ft) at [27:00] and [28:00]. Maintained a calm and supportive tone throughout, acknowledging customer frustration and validating their efforts.

#LTS00130900

Improvement

Provided wrong reset procedure (5-press) for MR7500 at [09:00]. Mis-described LED states (solid blue) for MR7500 at [11:00]. Provided incorrect default admin password ('admin') for MR7500 at [19:00].

#LTS00130796

Improvement

Failed to follow standard troubleshooting flow: no WAN check, power-cycle, or reset [KB: ax_maxstream_wifi_connectivity.md]. Provided unsupported advice about firmware/channel issues without validation or instructions [KB: universal_firmware_update.md]. Did not confirm warranty status via official lookup before quoting paid support [KB: universal_escalation_guide.md].

#LTS00130883

Improvement

Incorrect claim that support ended Dec 15 2025 (future date) and that the product is discontinued. Failed to follow standard troubleshooting flow for an offline router. Did not verify the device’s LED status, admin‑page access, or WAN connection. Did not confirm warranty status or eligibility before offering escalation.

#TE00131114

Improvement

Incorrectly claimed the LAPAC1750C was discontinued with support ending in 2025, provided no troubleshooting, and escalated to Level 2 without validating the issue or offering self-help resources.

#TE00131114

Improvement

The agent charged $15 for out-of-warranty support but provided materially inaccurate technical guidance, failed to resolve the ISP migration issue, and left the call without operational closure. The customer was misled about needing a modem and received no actionable steps for reconfiguring the mesh system for a direct Ethernet connection.

#LTS00131064

Strength

Correctly identified product model (MX6200) early in call. Redirected customer from incorrect '5-press' method to proper factory reset via long-press. Provided clear, step-by-step reset and pairing instructions. Confirmed successful pairing by observing solid white LEDs on all nodes.

#LTS00131069

Improvement

The agent confirmed the WHW03 supports both 2.4 GHz and 5 GHz bands and explained that separating the bands would create two SSIDs, requiring manual reconnection of devices. However, the agent failed to provide actionable steps for separating 2.4 GHz and 5 GHz SSIDs, did not verify the current network setup, and ended the call abruptly without offering self-help resources or confirming customer understanding.

#LTS00131083

Improvement

The agent failed to provide the correct free factory reset procedure for password recovery, incorrectly stated a $15 fee was required, and did not resolve the issue. Minimal troubleshooting was attempted, and no self-help path was offered after the customer declined immediate action.

#LTS00131087

Improvement

The agent provided multiple incorrect technical instructions, including wrong URLs, default passwords, and LED interpretations, leading to significant inefficiency and protocol failures. A factory reset eventually restored access, and the customer separated SSIDs, but the original connectivity issue was not fully verified.

#LTS00131252

Improvement

The agent provided factually incorrect information: claimed support ended in 2025 and firmware cannot be updated—both unsupported by KB. Failed to direct customer to correct admin URL (http://[REDACTED_PHONE]) for WRT-54GL; myrouter.local is not valid for this model. Did not perform any basic troubleshooting (e.g., power cycle, factory reset, Ethernet verification). Suggested YouTube as a support alternative instead of providing direct assistance.

#LTS00131283

Improvement

The agent attempted multiple access methods and suggested app reinstallation and node resets, but provided materially incorrect technical guidance (e.g., 20-second reset, misinterpreted LED states). The call ended with an unresolved issue and no scheduled callback.

#LTS00051294

Escalation Lessons: What L2 Did

#TE00130963 — Resolved by Level 2

• What L1 saw: Customer reported selective connectivity issue — specific applications (Walmart, Amazon) and Roku TV were unable to access the internet (error: “No Internet”), while other apps and general browsing were working normally.
• Why it escalated: The case was escalated due to unresolved PC issue after multiple attempts at power cycling and resetting the router without success.
• Related call chain: This was a repeat contact involving multiple agents, including an earlier closure with an ISP referral and vague next steps, necessitating escalation.
• What L2 did: Level 2 conducted advanced troubleshooting, including firmware re-flash and advanced diagnostics, and eventually resolved the issue after determining that the problem was related to specific app compatibility and network configuration.
• Current state: The case is resolved.
• L1 learning points:

1. For selective connectivity issues, verify that other apps and general browsing are working to isolate the problem.

2. Document all troubleshooting steps performed, including power cycles and resets, to provide a clear history for escalation.

3. Consider firmware issues and app-specific configurations as potential causes before escalating.

#TE00131114 — Resolved by Level 2

• What L1 saw: Customer lost internet connection on LAPAC1750C after a power outage; device was offline and could not be brought back online.
• Why it escalated: The agent incorrectly stated the device was discontinued and support had ended, providing no troubleshooting and escalating without validation.
• Related call chain: This was a new case, but the customer had previously contacted support and was misinformed about product discontinuation.
• What L2 did: Level 2 verified the device was not discontinued, performed standard troubleshooting (checking LEDs, admin page access, WAN connection), and restored connectivity.
• Current state: The case is resolved.
• L1 learning points:

1. Always verify product support status using internal tools before informing the customer about discontinuation.

2. Follow standard troubleshooting procedures for offline devices, including checking LED statuses and attempting resets.

3. Provide clear, step-by-step guidance to the customer and document all actions taken.

#TE00131111 — Resolved by Level 2

• What L1 saw: Customer’s EA9300 router showed internet connection but provided no speed; direct modem-to-computer worked fine.
• Why it escalated: The agent provided incorrect support email, misidentified the company, and failed to verify critical router settings, leading to an unresolved issue.
• Related call chain: This was a repeat contact where the customer had previously spoken to support and was not satisfied with the resolution.
• What L2 did: Level 2 conducted a thorough diagnostic, including verifying WAN status, LED interpretation, and firmware updates, and provided a clear resolution path.
• Current state: The case is resolved.
• L1 learning points:

1. Always verify WAN connectivity and modem status before concluding that the router is the issue.

2. Use correct support emails and company identification to maintain credibility.

3. Document all troubleshooting steps and provide a clear escalation summary when handing off to Level 2.

#TE00131346 — Resolved by Level 2

• What L1 saw: Customer had no internet connectivity after a modem replacement; router did not obtain a WAN IP.
• Why it escalated: The agent attempted troubleshooting but provided incorrect guidance, including unnecessary MAC cloning and unsafe PCI practices, and escalated without resolving the issue.
• Related call chain: This was a new case, but the customer had previously contacted support and was not satisfied with the resolution.
• What L2 did: Level 2 conducted advanced troubleshooting, including verifying WAN status, LED interpretation, and firmware updates, and provided a clear resolution path.
• Current state: The case is resolved.
• L1 learning points:

1. Avoid unnecessary steps like MAC cloning unless specifically indicated by KB guidelines.

2. Follow PCI compliance when handling customer payment information.

3. Provide clear, step-by-step troubleshooting guidance and document all actions taken before escalating.

Coach Appendix

Weekly Trend Summary:

This week saw a high rate of unresolved calls (76%) with frequent escalations to Level-2 support. Recurring technical inaccuracies were observed, particularly around reset procedures, LED interpretations, and admin access guidance. Protocol adherence issues included failure to collect serial/model numbers and verify warranty status. There is a need for improved troubleshooting flow and structured follow-up paths for unresolved issues.

Key Patterns for Next Coaching:

• Technical Inaccuracies: Focus on correct reset durations, LED state definitions, and admin access methods for various device families.
• Protocol Gaps: Emphasize the importance of collecting serial/model numbers, verifying warranty status, and referencing KB articles before offering solutions.
• Escalation Clarity: Ensure clear documentation and expected next steps when escalating to Level 2, including a summary of troubleshooting performed and customer context.

This Week's Calls