joziel.licmoan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a balanced review of 32 calls. Overall range: 1.3 – 3.5.

This Week's Coverage

Models Supported

Key pattern: Lower scores on MX6200 and RE6350 calls suggest a need for deeper familiarity with mesh troubleshooting flows and extender-specific diagnostics.

Problem Categories

Connectivity focus: The lower average score (2.20) for connectivity issues points to inconsistencies in LED interpretation, reset procedures, and WAN verification. Prioritize refining these skills to improve outcomes.

Hardware focus: The single hardware call scored low (1.40), indicating a need for clearer escalation paths and more precise model-specific guidance.

What Went Well

Accurate Model Identification

“The model number is the E-A 6-5-0-0-2-2.”

#LTS00130751

You correctly identified the EA6500 model early in the call, which is essential for determining support eligibility and appropriate troubleshooting steps.

Effective Use of App-Based Troubleshooting

“I’m on the app…”

#LTS00130978

When guiding the customer through node pairing on the MX4200, you leveraged the Linksys app to verify node status and confirm resolution—demonstrating strong use of modern tools.

Clear Communication of Next Steps

“All mesh nodes are now online and Wi‑Fi connectivity is restored.”

#LTS00130613

You provided a concise, actionable summary at the end of the call, ensuring the customer understood the outcome and next steps.

Growth Opportunities

Refine Reset Procedures and LED Interpretation

“I performed a 5‑press reset on the parent node…”

#LTS00130613

What to improve:

• Reset duration: For MX6200, the KB recommends a ~15‑second hold, not 30 seconds.
• LED meaning: Solid purple on MX series indicates “ready for setup,” not “pairing.”

Next step: Review the universal_mesh_full_rebuild.md KB article and practice the correct reset timing and LED expectations for each model.

Consistent Collection of Serial Numbers and Warranty Status

“Can I have the serial number of the um that's a new child node, right?”

#TE00023348

What to improve:

• Always ask for the serial number and warranty status before proceeding with hardware troubleshooting.
• Use the serial number to verify eligibility for in‑warranty support or to initiate an RMA if needed.

Next step: Add a quick checklist at the start of each call: model, serial, ISP, and warranty status.

Next Week's Focus

1. Practice model‑specific reset procedures — memorize the exact duration and LED indicators for MX, WHW, EA, and RE series.
2. Implement a serial‑number capture routine — ask for it early, verify it, and log it in HappyFox before proceeding.
3. Refine connectivity diagnostics — ensure WAN/ISP status is confirmed before resetting or re‑configuring nodes.
4. Use the Linksys app as a primary verification tool — especially for mesh node status and firmware updates.

Technical Accuracy

Improvement

Incorrect reset duration provided for MX6200 model, contradicting KB guidance.

#LTS00130613

The agent instructed a 30‑second reset for MX6200, while the KB specifies ~15 seconds. This can lead to unnecessary stress on the device and confusion for the customer.

Improvement

Agent misinterpreted LED states during node pairing, leading to customer confusion.

#LTS00130763

The agent claimed MX6200 should show steady purple during pairing, but the correct indicator is solid blue. Misinterpreting LEDs can delay resolution and erode trust.

Improvement

Incorrect admin URL provided, leading to failed access attempts.

#LTS00130763

The agent used myrouter.info for MX series, which is invalid. The correct URLs are [REDACTED_PHONE] or myrouter.local.

Improvement

Provided factually inaccurate support lifecycle information, misleading the customer.

#LTS00130946

The agent claimed EA‑2500 support ended in July 2022, which is not documented in KB. This undermines credibility and confuses customers about their support options.

Improvement

Incorrect pairing method advised, contradicting KB guidance for WHW03 model.

#LTS00131329

The agent recommended a 5‑press reset for WHW03, which is unsupported. WHW series requires app‑based pairing or the physical Pair button.

Coaching Moments

Strength

“I was able to pull up a record that that is associated with your phone number.”

#LTS00130613

You efficiently located the customer’s account using their phone number, which helped streamline the support process.

Improvement

“Did the customer run the setup? [Yes - NO] If yes, how did the customer proceeded with setup? [WEB INTERFACE - LINKSYS APP]”

#TE00023348

This line shows a missed opportunity to verify the customer’s setup method and address potential missteps early.

Improvement

“I would like to escalate this case for further troubleshooting per CAT Paolo E approval.”

#TE00131280

While escalation is appropriate, ensure you document all pre‑escalation steps clearly in the ticket to provide context for L2 support.

Escalation Lessons: What L2 Did

#TE00023348 — Resolved by Level 2

#TE00131280 — Resolved by Level 2

#TE00131415 — Resolved by Level 2

Coach Appendix

Weekly trend: The most common technical gaps involve reset procedures and LED interpretation, especially for MX and WHW series. These inaccuracies lead to prolonged call times and reduced resolution rates.

Next coaching focus:

• Conduct a short refresher on model‑specific reset durations and LED meanings.
• Practice serial‑number capture and warranty verification as a standard opening routine.
• Review escalation documentation to ensure L2 handoffs include all relevant steps and observations.

This Week's Calls