leo.lluisma@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a small sample (9 calls). Overall performance trends are emerging but need more data for stable patterns.

This Week's Coverage

Models Supported

Key pattern: Lower scores on EA6350 and EA6400 calls suggest a need for deeper familiarity with these models’ password recovery and connectivity troubleshooting flows.

Problem Categories

Connectivity and Access categories show consistently lower scores, indicating these are priority areas for skill development. Focus on structured troubleshooting and accurate model-specific guidance will be most impactful.

What Went Well

Accurate model identification and firmware guidance

“But what was the model again? Regarding the latest, you're asking about the latest firmware, right? Okay. Let me just double check if we still have that available on our website, okay? Hang on. Just bear with me for a bit, okay? Hang on. By the way, while I'm checking up the record, is this your first time calling Lexis?”

[WRT3200ACM – Confirmed model and provided accurate firmware version 1.0.9]

#LTS00131139

Why it matters: The agent correctly identified the WRT3200ACM and communicated the precise firmware version, aligning with KB guidance and setting accurate expectations.

Successful mesh setup guidance

“The node has a red light got it is it blinking red light or solid red light okay now um i definitely understand your concern and i finally uh thank you for for telling me all this information because i believe that you are aware that uh because of the power outage the devices i mean are are reconnected back but only one node is not working there is a chance that that node uh was was not able to communicate with the parent for some reason or because of the”

[MX6200 – Guided through reset and pairing, confirmed solid white LEDs]

#LTS00057254

Why it matters: Despite some inefficiencies, the agent persisted through resets and pairing attempts, eventually achieving solid white LEDs on all nodes — a clear indicator of successful mesh recovery.

Growth Opportunities

Avoid incorrect technical claims and improve troubleshooting flow

“Okay. Regarding the password concern, the way for you to get it is to login to its router interface. Once you are able to access the settings, you should be able to retrieve the information that you need. However, in the event that you are not able to log into the router, the last resort will be to reset the system and start from scratch…”

[EA6350 – Incorrectly claimed device is end-of-support and offered no actionable steps]

#LTS00130810

What “good” looks like:

• Verify model support before stating any limitations. The EA6350 is eligible for basic support and standard password recovery (factory reset, admin login).
• Provide actionable steps: Guide customers to access the router UI (http://[REDACTED_PHONE]), use default credentials (admin/admin), or perform a 10‑second factory reset — all documented in the KB.
• Avoid vague advice like “use Linksys AI chat” when the issue is solvable through standard troubleshooting.

Use correct URLs and password guidance for SPNM models

“OK can you access again the 192.168.10.1. … click that and then tell me what you see in your screen.”

[MX2001SH – Provided incorrect admin URL and inaccurate default password guidance]

#LTS00131173

What “good” looks like:

• Use the correct admin URL for SPNM models: http://[REDACTED_PHONE] or myrouter.info.
• Clarify default login credentials: For SPNM models, the default password is blank or based on the Wi‑Fi password, not “admin.”
• Confirm model before giving guidance to avoid misapplication of model‑specific steps.

Next Week's Focus

1. Start every connectivity/access call with model verification and a quick warranty check — this prevents premature “end-of-support” claims and ensures accurate guidance.
2. Practice the 5‑press pairing method only on Velop/MX5500 models; for MX6200 and other mesh systems, rely on factory reset + web UI/app setup.
3. Script a concise “password recovery” checklist for EA6350/EA6400: (1) Try default admin/login, (2) 10‑second reset, (3) Access via http://[REDACTED_PHONE].
4. Reduce hold times — if a customer needs to wait (e.g., for password email), give a clear ETA and confirm they’re still on the line before proceeding.

Technical Accuracy

Improvement

Incorrectly stated EA6350 is end-of-support and no assistance can be provided. This contradicts KB; EA6350 is eligible for basic support and standard password recovery procedures apply.

#LTS00130810

Improvement

Directed customer to reddit.com, an unsafe and unsupported external site. Also misidentified model as 'ETL link-on link 1200' and falsely claimed technical support ended in 2015 for E1200.

#LTS00128036

Improvement

Provided incorrect admin URL ([REDACTED_PHONE]) for MX2001SH instead of [REDACTED_PHONE] or myrouter.info. Also incorrectly stated default admin password is 'admin' for SPNM models.

#LTS00131173

Improvement

Provided unsafe and incorrect URL 'linkssystem.com' instead of support.linksys.com. Also falsely claimed EA6400 has no firmware updates and is end-of-life, contradicting KB.

#LTS00131360

Strength

Correctly identified WRT3200ACM model and provided accurate latest firmware version (1.0.9) per KB. Communicated out-of-warranty and end-of-life status clearly.

#LTS00131139

Coaching Moments

Improvement

“Thank you for calling Linksys, my name is Leo. How may I help you today? The Okay. Regarding the password concern, the way for you to get it is to login to its router interface. Once you are able to access the settings, you should be able to retrieve the information that you need. However, in the event that you are not able to log into the router, the last resort will be to reset the system and start from scratch,”

Repeated the same troubleshooting advice verbatim, indicating poor call control and inefficiency. Directed customer to Linksys AI chat instead of providing actionable steps.

#LTS00130810

Improvement

“You can also connect with other users for tips and guidance at redit.com link. Thank you for calling me exist. This is me. How can I help you? Uh all sure. Can you have the serial number that's.”

Directed customer to reddit.com — unsafe, unsupported, and irrelevant external site.

#LTS00128036

Improvement

“Tell me what you see after, okay? router password, do you see for local access click here? Do you see for local access click here? Click it. Then do you see reset, do you see reset password? Do you see reset password? Click, click that reset password. The recovery key's the five-digit number underneath the Wi-Fi node.”

Provided incorrect router admin URL and inaccurate default password guidance; misidentified LED behavior and reset timing for SPNM model.

#LTS00131173

Improvement

“Well, we don't have the internet and according to Spectrum, our internet provider, everything is okay from their side. Well, it didn't happen today. I think this may be our first time.”

Agent performed no troubleshooting despite customer reporting a diagnosable issue (no internet). Provided factually incorrect information that EA6400 has no firmware updates and is end-of-life. Directed customer to an incorrect and potentially unsafe website: 'linkssystem.com'. Failed to check or discuss warranty status after collecting serial number.

#LTS00131360

Escalation Lessons: What L2 Did

No escalation learning data was available for this week. All cases were resolved at Level 1 or closed with self-help guidance.

Coach Appendix

Internal note: The agent’s week was heavily impacted by incorrect technical claims (especially around end-of-support status and URL guidance) and inconsistent troubleshooting on connectivity/access calls. Focus for next coaching session should be on model-specific KB validation and building a structured troubleshooting script for password recovery and mesh setup. Quote governance was followed — all evidence above comes directly from provided transcript excerpts or coaching_moments_json fields.

This Week's Calls