jorgenathaniel.amores@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 |
|---|---|---|---|---|---|
| 47 | 16m 24s | WHW03 | CONNECTIVITY | 47 | 4 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.10 | 47 |
| Protocol | 1.60 | 47 |
| Communication | 2.00 | 47 |
| Overall | 2.00 | 47 |
Scores reflect a review of 47 calls. Overall scores ranged from 1.1 to 3.6.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 8 | 1.90 |
| MX6200 | 5 | 2.00 |
| E7350 | 3 | 2.60 |
| MX2000 | 2 | 1.20 |
| MR8300 | 2 | 1.70 |
Key observation: Lower scores on MX2000 calls suggest a need for additional familiarity with this model's setup and troubleshooting flows.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 20 | 1.90 | ✓ |
| SETUP | 12 | 2.10 | |
| ACCESS | 6 | 1.80 | ✓ |
| NO TROUBLESHOOTING NEEDED | 4 | 2.30 |
Connectivity and Access categories show lower average scores, indicating these areas may benefit from focused coaching. Patterns suggest:
- Connectivity: Frequent missteps in LED interpretation, WAN verification, and reset procedures for Velop systems.
- Access: Challenges with password resets, admin UI navigation, and third-party app interactions.
What Went Well
Accurate technical guidance for EA Series routers
“The network key printed on the router label is the Wi‑Fi password.”
This aligns perfectly with KB guidance for EA Series devices and resolved the customer’s connectivity issue.
Effective troubleshooting for third‑party app issues
“It’s the Express VPN app—not the router or ISP—that’s causing the internet disconnection.”
Correctly diagnosing and guiding the customer to remove the problematic app restored connectivity without unnecessary router changes.
Growth Opportunities
Incorrect LED and reset guidance for Velop systems
“The MX2000 shows a solid magenta light during setup.”
What “good” looks like:
- MX2000 LEDs are purple, white, or red—never magenta.
- Factory resets require a 10‑second hold, not 30 seconds.
- 5‑press pairing is only valid for LN/MX6200/MBE7000 Cognitive Mesh, not MX2000 Velop.
Next step: Practice LED state interpretation and reset durations for Velop systems using KB references (e.g., velop_router_setup.md, universal_mesh_full_rebuild.md).
Failure to verify WAN/modem status before troubleshooting
“I didn’t check the modem or WAN cable before suggesting a factory reset.”
What “good” looks like:
- Always confirm WAN connectivity (modem lights, ISP status, direct modem speed test).
- Check physical connections (Ethernet cables, power).
- Use the local web UI (
http://[REDACTED_PHONE]orhttp://myrouter.local) to verify WAN status before resetting.
Next step: Before any reset or advanced troubleshooting, complete the WAN verification checklist from universal_isp_modem_diagnostics.md.
Next Week's Focus
- Master Velop LED states and reset procedures – Review KB articles for MX2000, MX4200, MX6200, and WHW03. Practice identifying normal vs. error states.
- Implement a WAN verification routine – Before any reset, always check modem status, run a direct speed test, and confirm physical connections.
- Strengthen case documentation – Ensure every call captures model, serial number, and warranty status upfront. Use the HappyFox case template to standardize notes.
- Refine password‑reset guidance – For EA Series and Velop systems, clearly explain the difference between router admin passwords and Wi‑Fi network keys. Use the label or KB articles as references.
Technical Accuracy
Improvement
Materially incorrect LED guidance for MX5500. This derailed troubleshooting.
Improvement
Failed to follow standard troubleshooting flow for flashing red LED on WHW01.
Improvement
Incorrect reset and pairing guidance for MX2000 Velop system.
Improvement
Materially false technical guidance for router troubleshooting.
Coaching Moments
Strength
“The network key printed on the router label is the Wi‑Fi password.”
Perfectly accurate KB-aligned advice for EA Series routers.
Improvement
“The MX2000 shows a solid magenta light during setup.”
MX2000 LEDs are purple/white/red only; magenta is not a valid state. This misinterpretation blocked effective troubleshooting.
Improvement
“I didn’t check the modem or WAN cable before suggesting a factory reset.”
Skipping WAN verification led to unnecessary resets and missed opportunities for simple fixes.
Escalation Lessons: What L2 Did
#TE00130794 — Resolved by Level 2
| Aspect | Details |
|---|---|
| What L1 saw | Customer reported mesh nodes would not pair; lights showed magenta/red/blue; unable to get Wi‑Fi working. Primary node was pink, child nodes red or blinking red. |
| Why it escalated | Agent provided incorrect technical guidance (30‑second reset, invalid 5‑press pairing, wrong web UI access) and failed to confirm hardware fault or initiate RMA despite active warranty. |
| Related call chain | This was a repeat contact after earlier L1 attempts failed. A later L2 agent had to redo diagnostics and ultimately resolved the issue. |
| What L2 did | L2 performed proper 10‑second resets, verified WAN connectivity, used correct URLs (http://[REDACTED_PHONE]), and confirmed one node had a hardware fault requiring RMA. |
| Current state | Resolved via RMA. |
| L1 learning points | 1. Use 10‑second reset for MX2000, not 30 seconds. <br>2. Access the router via http://[REDACTED_PHONE] or http://myrouter.info, not myrouter.local. <br>3. Confirm warranty status and initiate RMA when hardware fault is suspected. |
#TE00131295 — Resolved by Level 2
| Aspect | Details |
|---|---|
| What L1 saw | Customer couldn’t open the Web UI on an MX6200; white screen displayed. |
| Why it escalated | Vague escalation with no case number, follow‑up timeframe, or self‑help path provided. |
| Related call chain | This was a new escalation; no prior L1 contact documented. |
| What L2 did | L2 attempted callbacks, documented the issue, and eventually resolved it after the customer provided additional details. |
| Current state | Resolved. |
| L1 learning points | 1. Always provide a case number and clear next steps when escalating. <br>2. Document troubleshooting steps taken (e.g., browser used, URL tried). <br>3. Offer self‑help resources (e.g., KB articles) before escalation. |
#TE00131478 — Resolved by Level 2
| Aspect | Details |
|---|---|
| What L1 saw | Customer reported slow speeds on an MR8300; unable to test wired connection due to laptop lacking Ethernet port. |
| Why it escalated | Agent offered factory reset self‑help or paid‑support; no fix confirmed. |
| Related call chain | Multiple L1 contacts attempted troubleshooting without success. |
| What L2 did | L2 reviewed the case, attempted callbacks, and eventually resolved the issue after the customer replaced the cable. |
| Current state | Resolved. |
| L1 learning points | 1. Set expectations about speed assurance and test methods. <br>2. Document all troubleshooting steps and outcomes. <br>3. Escalate with clear details (model, serial, symptoms, prior steps). |
#TE00131348 — Resolved by Level 2
| Aspect | Details |
|---|---|
| What L1 saw | Customer couldn’t access his website through the Linksys network but could via ISP or hotspot. |
| Why it escalated | Initial L1 agent missed the issue and provided vague guidance. |
| Related call chain | Multiple L1 contacts attempted troubleshooting without success. |
| What L2 did | L2 reviewed the case, performed network diagnostics, and resolved the issue after isolating the problem. |
| Current state | Resolved. |
| L1 learning points | 1. Ask about specific symptoms (e.g., “Can you access the website on other networks?”). <br>2. Perform basic network diagnostics (ping, traceroute). <br>3. Escalate with detailed notes on what works and what doesn’t. |
Coach Appendix
Weekly trend: High incidence of incorrect technical guidance for Velop systems (LED interpretation, reset procedures) and frequent protocol violations (missing model/serial collection, warranty verification). These issues led to premature escalation or paid-support offers without exhausting self-help paths.
Key pattern to address in next coaching: Agents need to consistently verify WAN/modem status and collect device details before proceeding with resets or advanced troubleshooting. Practicing LED state interpretation and reset durations for Velop systems will reduce escalations and improve first-call resolution.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130767 | 2026-05-25 19:26:17+00:00 | 1.6 | INBOUND | MX5500 | SETUP | Agent promised to email reset/setup instructions; no confirmation of delivery or follow-up timeline. |
| #LTS00130784 | 2026-05-25 21:24:03+00:00 | 1.5 | INBOUND | WHW01 | CONNECTIVITY | Agent will email factory-reset instructions; offered $15 advanced support if needed. |
| #TE00130794 | 2026-05-25 22:58:01+00:00 | 1.2 | INBOUND | MX2000 | CONNECTIVITY | Agent suggested possible hardware fault but provided no concrete fix, escalation, or replacement path. No self-help resources or KB articles provided. |
| #LTS00130924 | 2026-05-26 18:26:16+00:00 | 1.6 | INBOUND | WHW03 | SETUP | Email with instructions sent; customer to attempt steps and call back if needed. |
| #LTS00130936 | 2026-05-26 19:25:14+00:00 | 3.2 | INBOUND | EA9400 | ACCESS | Customer reported the Wi‑Fi password now works after re-entering it, but no further validation was performed. |
| #LTS00130945 | 2026-05-26 19:48:31+00:00 | 1.1 | INBOUND | MR9000 | CONNECTIVITY | Agent promised to email step-by-step instructions, but no troubleshooting was performed during the call. |
| #LTS00067289 | 2026-05-26 21:33:55+00:00 | 1.1 | INBOUND | MR7350 | CONNECTIVITY | Customer advised to test other devices but received no clear instructions or follow-up plan. |
| #LTS00130939 | 2026-05-26 22:51:10+00:00 | 1.6 | INBOUND | WHW01 | ACCESS | Send factory‑reset and re‑setup instructions to customer email; customer to try and confirm. |
| #LTS00130983 | 2026-05-26 23:59:37+00:00 | 3.0 | INBOUND | WHW03 | SETUP | Agent promised email instructions (undeliverable due to incorrect address); no fix provided. |
| #LTS00124466 | 2026-05-27 00:21:30+00:00 | 1.2 | INBOUND | EA6400 | NO TROUBLESHOOTING NEEDED | Advised customer to buy a new router and test it for 30 days; no troubleshooting or self-help path provided. |
| #LTS00130984 | 2026-05-27 00:32:19+00:00 | 3.0 | INBOUND | E5600 | CONNECTIVITY | Agent will email step‑by‑step factory‑reset instructions; customer may request paid technical support if needed. |
| #LTS00130989 | 2026-05-27 01:00:16+00:00 | 1.8 | INBOUND | WHW03 | SETUP | Agent offered to email generic instructions and a paid‑support option; no technical fix was applied or validated. |
| #LTS00056350 | 2026-05-27 01:14:18+00:00 | 2.0 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | No resolution achieved; no concrete next step provided. |
| #GI00130948 | 2026-05-27 18:08:19+00:00 | 1.1 | INBOUND | — | SETUP | Agent stated router was working and implied the issue was with the customer's phone. No concrete next step, resource, or follow-up was provided. |
| #LTS00131080 | 2026-05-27 19:00:33+00:00 | 3.0 | INBOUND | AO303 | CONNECTIVITY | Customer declined paid support; no further action taken. |
| #LTS00131094 | 2026-05-27 20:26:32+00:00 | 2.3 | INBOUND | RE6300 | SETUP | Agent promised to email setup instructions (not confirmed). |
| #LTS00109388 | 2026-05-27 20:53:11+00:00 | 1.5 | INBOUND | E7350 | SETUP | Agent will email additional reset instructions; customer to attempt factory reset and set new admin password. |
| #LTS00131108 | 2026-05-27 21:44:21+00:00 | 3.1 | INBOUND | EA9400 | ACCESS | Agent will email the customer detailed instructions for performing a factory reset and reconfiguring the router. |
| #LTS00131117 | 2026-05-27 22:41:58+00:00 | 3.0 | INBOUND | EA8300 | SETUP | Router password set and admin UI accessible; customer can now manage Wi‑Fi settings. Future mesh node setup can be addressed separately. |
| #LTS00039798 | 2026-05-28 00:02:22+00:00 | 3.0 | OUTBOUND | MX6200 | SETUP | Customer instructed to call back using case number LTS00039798. No technical resolution confirmed during call. |
| #LTS00131137 | 2026-05-28 00:27:07+00:00 | 3.0 | INBOUND | EA7450 | SETUP | Send email with detailed factory-reset and router re-setup instructions; customer to attempt self-help. |
| #GI00130856 | 2026-05-28 01:07:51+00:00 | 1.5 | INBOUND | MX6200 | GENERAL INQUIRY | Customer decided to purchase MX6200 based on agent's recommendation, but no compatibility confirmation or correct information was provided. |
| #LTS00130980 | 2026-05-28 01:12:31+00:00 | 3.0 | INBOUND | E7350 | CONNECTIVITY | Agent will email factory-reset instructions; customer to perform reset and report back. |
| #LTS00131151 | 2026-05-28 01:28:49+00:00 | 3.0 | INBOUND | WRT1200AC | CONNECTIVITY | Agent will email factory‑reset steps and suggest replacement if reset does not work. |
| #LTS00131158 | 2026-05-28 01:31:08+00:00 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Suggest purchasing a new router; factory reset can be tried but not guaranteed to work. No instructions provided. |
| #LTS00131156 | 2026-05-28 02:02:31+00:00 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | Agent sent email with generic setup instructions; no confirmed fix. Call ended with vague closure and no follow-up path established. |
| #LTS00131338 | 2026-05-28 22:20:14+00:00 | 1.1 | INBOUND | WHW03 | SETUP | None provided. Email with instructions was promised but not confirmed delivered. |
| #LTS00131341 | 2026-05-28 22:33:46+00:00 | 1.1 | INBOUND | LN3101 | CONNECTIVITY | Agent promised to email factory-reset instructions, but no real-time troubleshooting or resolution occurred. |
| #LTS00131354 | 2026-05-29 01:00:06+00:00 | 1.5 | INBOUND | E2500 | CONNECTIVITY | No action taken; call concluded without identifying an issue. |
| #LTS00131354 | 2026-05-29 01:15:10+00:00 | 1.0 | INBOUND | E2500 | CONNECTIVITY | Agent promised to email factory-reset instructions but provided incorrect email address and no validation of fix. No troubleshooting performed. |
| #LTS00131356 | 2026-05-29 01:33:37+00:00 | 3.0 | INBOUND | WRT1900AC | CONNECTIVITY | Advise purchase of a new MX series router as the current unit is likely obsolete. |
| #LTS00131361 | 2026-05-29 02:14:05+00:00 | 1.2 | INBOUND | EA6350 | CONNECTIVITY | Email reset instructions; if issue remains, consider router replacement or ISP/modem diagnostics. |
| #LTS00067035 | 2026-05-29 19:27:46+00:00 | 1.0 | OUTBOUND | WHW03 | CONNECTIVITY | Advised to consider buying a new primary node; no concrete fix applied. |
| #TE00131478 | 2026-05-29 20:01:37+00:00 | 2.3 | INBOUND | MR8300 | CONNECTIVITY | Offered factory reset self-help or paid-support; no fix confirmed. |
| #TE00131478 | 2026-05-29 20:31:36+00:00 | 1.0 | OUTBOUND | MR8300 | CONNECTIVITY | Scheduled callback from Level-2 support via direct 213-number line; customer to remain near router for further testing. |
| #LTS00131513 | 2026-05-29 22:35:47+00:00 | 1.2 | INBOUND | MX2000 | SETUP | No resolution achieved; customer advised to reinstall the app but no actionable next steps, escalation, or follow-up provided. |
| #LTS00131509 | 2026-05-29 23:08:29+00:00 | 3.0 | INBOUND | MX6200 | SETUP | All three nodes are now solid white and Wi‑Fi is operational; customer instructed to rename SSID and password in the app. |
| #TE00131348 | 2026-05-29 23:31:57+00:00 | 1.5 | INBOUND | MX4200 | ACCESS | None – call ended without agent interaction. |
| #TE00131348 | 2026-05-29 23:39:27+00:00 | 1.5 | INBOUND | MX4200 | ACCESS | None – call ended without agent interaction. |
| #TE00131348 | 2026-05-29 23:44:00+00:00 | 1.1 | OUTBOUND | MX4200 | ACCESS | No fix achieved. Issue remains unresolved. Customer advised to contact ISP for gateway diagnostics and test with Linksys mesh disconnected. |
| #LTS00131522 | 2026-05-30 01:13:35+00:00 | 1.2 | INBOUND | MX2000 | SETUP | No resolution achieved; customer advised to reinstall the app but no actionable next steps, escalation, or follow-up provided. |
| #LTS00131523 | 2026-05-30 01:57:45+00:00 | 2.3 | INBOUND | WHW03 | ACCESS | Agent offered to email detailed reset instructions, suggested paid on‐site support, and recommended a new router; no fix was confirmed. |
| #LTS00131527 | 2026-05-30 02:13:45+00:00 | 1.1 | INBOUND | MX20WH2 | CONNECTIVITY | Agent stated a technician would need to visit but did not schedule an appointment or provide self-help path. No resolution achieved. |
| #LTS00131509 | 2026-05-30 02:20:14+00:00 | 3.0 | INBOUND | MX6200 | SETUP | All three nodes are now solid white and Wi‑Fi is operational; customer instructed to rename SSID and password in the app. |
| #LTS00131341 | 2026-05-30 22:33:46+00:00 | 1.1 | INBOUND | LN3101 | CONNECTIVITY | Agent promised to email factory-reset instructions, but no real-time troubles