# maylene.delada@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 | |---|---|---|---|---|---| | 19 | 14m 36s | MX6200 | CONNECTIVITY | 23 | 3 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.30 | 19 | | Protocol | 1.90 | 19 | | Communication | 2.30 | 19 | | Overall | 2.50 | 19 | *Scores reflect a week with 19 calls reviewed. Overall scores ranged from **1.1** to **3.9**.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX6200 | 5 | 2.0 | | WHW03 | 3 | 2.5 | | EA9300 | 2 | 2.3 | | MX2000 | 3 | 2.1 | *Lower scores on MX6200 calls suggest a need to reinforce model-specific troubleshooting steps and LED interpretation.* ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 9 | 2.3 | ✓ | | SETUP | 5 | 2.1 | ✓ | | ACCESS | 4 | 2.5 | | | NO TROUBLESHOOTING NEEDED | 1 | 3.0 | | *Connectivity and Setup categories are flagged for deeper focus due to lower average scores. Review LED states, reset procedures, and model-specific guidance for these issues.* --- ## What Went Well ### Clear Escalation Path and Timeline Communication > “All right. Yep, that's the only information that is needed to transfer the ownership of your device. And for this one, it will be escalated to our management since they are the one who can do that. They are the one who is authorized to change owners. Just wait for feedback. Let me just confirm how many hours or days it will take. Just stay on the line, okay? I'll be right back.” [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) *The agent correctly identified that account ownership changes require management escalation, verified document receipt, and provided a realistic 24–48 hour email response timeframe.* ### Professional and Clear Communication > “Thank you so much for patiently waiting on the line, Talal. I appreciate your patience.” [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) *The agent maintained a professional tone, acknowledged the customer’s patience, and communicated clearly throughout the call.* ### Accurate 5-Press Pairing Method for Velop Mesh Recovery > “For us to connect to rest faster, the fastest way... connect your two extenders right beside the main one that is working. The closer, the better. Five feet max.” [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/) *The agent correctly applied the 5-press pairing method for Velop mesh recovery, demonstrating technical accuracy for WHW03 units.* --- ## Growth Opportunities ### Technical Accuracy in Product References > “We do have email option, that email contains troubleshooting instructions and that for free. We also have other option paid connect, but that will cost you $15...” [#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/) *The agent provided multiple technically inaccurate product model references: “Velop Pro 7” (not a valid product), “MX-20” (not a valid model number), and “WHW0305” (incorrect model reference).* **Next step:** Double-check model names against the KB before suggesting alternatives. Use official product lists and avoid guesswork. ### Correct Reset Procedures and LED Interpretation > “Instructed 5-press reset on main node (incorrect procedure). Misstated boot time as 30 minutes (KB states ~2–3 minutes). Misinterpreted LED states: incorrectly stated blue means no Wi‑Fi and implied green flashing is normal.” [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) *The agent used an incorrect 5-press reset method for MX6200 (valid only for cognitive mesh), misstated boot times, and misinterpreted LED states. This led to ineffective troubleshooting and customer confusion.* **Next step:** Review the **MX6200 factory reset** KB article. Practice the 10‑second reset hold and confirm LED meanings (solid white = ready, solid blue = internet connected, solid red = error). --- ## Next Week's Focus 1. **Verify model numbers and warranty status before providing product recommendations or troubleshooting steps.** 2. **Use the correct reset procedure for each model:** - MX6200/MBE7000/LN1400: 10‑second reset hold. - WHW03/Velop: 5‑press reset *only* for pairing/recovery, not for factory reset. 3. **Confirm LED states against the KB before advising customers.** 4. **Document all steps taken and obtain explicit customer confirmation before ending calls.** --- ## Technical Accuracy ### **Improvement** > *No transcript quote provided.* Agent provided multiple technically inaccurate product model references that contradict the KB, leading to customer confusion and misinformation. [#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/) ### **Improvement** > *No transcript quote provided.* Incorrect reset procedure provided for MX6200, leading to ineffective troubleshooting. [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) ### **Improvement** > *No transcript quote provided.* Incorrect support email domain provided, leading to potential miscommunication. [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) ### **Improvement** > *No transcript quote provided.* Provided materially false information about cloud/app access for WHW03 units, undermining customer trust. [#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/) ### **Strength** > *No transcript quote provided.* Applied correct 5-press pairing method for Velop mesh recovery, demonstrating technical accuracy. [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/) --- ## Coaching Moments ### **Improvement** > “That means its warranty ended year 2023.” [#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/) *The agent incorrectly stated warranty end dates and provided invalid product model names. This created confusion and reduced trust. Next time, verify warranty dates via internal tools and double-check model names against the KB before suggesting alternatives.* ### **Improvement** > “It was reset, then you have to set it up in order for it to b...” [#LTS00130967](https://linksys.happyfox.com/staff/ticket/130967/) *The agent abandoned troubleshooting after stating “system cannot detect this router,” despite the customer confirming they had already tried power-cycling multiple times. Next time, proceed with basic connectivity checks (WAN cable, LED status) even if the system flags the device.* ### **Improvement** > “I can't find any data here. Our system cannot detect this router.” [#LTS00130967](https://linksys.happyfox.com/staff/ticket/130967/) *Giving up on troubleshooting because “the system cannot detect this router” is not a valid reason to stop support. Next time, continue with manual troubleshooting steps such as checking WAN cable connection, verifying router admin access, and interpreting LED statuses.* ### **Improvement** > “There should be an o...” [#LTS00131433](https://linksys.happyfox.com/staff/ticket/131433/) *The agent failed to confirm the correct admin URL for MX4200 and provided inaccurate warranty-support statements. Next time, verify model-specific admin URLs (e.g., `myrouter.local`) and avoid stating unsupported policies without confirmation.* ### **Improvement** > “It's no longer software. there's no longer app. for the device to uh to be accessible you have to do it locally.” [#LTS00131441](https://linksys.happyfox.com/staff/ticket/131441/) *The agent incorrectly claimed the Linksys app no longer exists, which contradicts KB guidance. Next time, confirm app support status for the specific model and avoid making broad, inaccurate statements about product features.* --- ## Escalation Lessons: What L2 Did ### [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) — Resolved by Level 2 | **What L1 saw** | The customer requested to change the account holder on the Linksys cloud for a LAPAC1750 AP purchased second-hand. L1 verified documents and escalated. | | **Why it escalated** | The request required management action to transfer ownership, which L1 could not perform. | | **Related call chain** | This was a follow-up call; earlier attempts by another agent were incomplete or abandoned. | | **What L2 did** | L2 deleted the AP from the existing account after verifying proof of purchase and serial number. They advised the customer to wait 24–48 hours for completion and provided migration instructions for LCM 1.0 to LCM 2.0. | | **Current state** | Resolved; the AP was successfully removed and can be added to the new account. | | **L1 learning points** | 1. Always confirm that management escalation is required for account ownership changes and communicate clear timelines.
2. When handling second-hand devices, ensure the customer has login credentials or be prepared to coordinate account deletion.
3. Provide migration guidance for older LCM versions to avoid future cloud access issues. | ### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — Resolved by Level 2 | **What L1 saw** | Customer’s EA9300 router wasn’t connecting to the internet after a factory reset. L1 provided incorrect instructions (wrong email domain, incorrect reset duration, non-existent UI options). | | **Why it escalated** | L1’s instructions were inaccurate and incomplete, leaving the issue unresolved. | | **Related call chain** | Multiple L1 attempts provided conflicting or incorrect guidance; L2 took over after escalation. | | **What L2 did** | L2 clarified the correct factory reset procedure (~10 seconds for EA series), provided the proper support email domain (`@linksys.com`), and guided the customer through accessing the router UI at `http://[REDACTED_PHONE]`. L2 also verified WAN connection and offered paid support if needed. | | **Current state** | Resolved; customer was able to complete the setup after receiving accurate instructions. | | **L1 learning points** | 1. Always verify email domains and reset durations against the KB before instructing customers.
2. For EA series routers, the factory reset requires holding the reset button for approximately 10 seconds, not 15.
3. Avoid referencing non-existent UI options (e.g., “Mac for android”) and confirm basic connectivity (WAN cable, LED status) before proceeding. | ### [#TE00102547](https://linksys.happyfox.com/staff/ticket/102547/) — Resolved by Level 2 | **What L1 saw** | Customer was unable to add child nodes to an MX6200 mesh system after a power outage. L1 provided incorrect troubleshooting (5-press reset instead of factory reset) and failed to verify internet connectivity. | | **Why it escalated** | L1’s guidance was incorrect and did not resolve the issue; the customer remained unable to reconnect nodes. | | **Related call chain** | Multiple L1 agents attempted troubleshooting without success; the case was escalated after repeated failures. | | **What L2 did** | L2 identified the correct procedure: power-cycling the modem and router, performing a proper factory reset (10-second hold), and using the Linksys app or web UI to re-add nodes. L2 also confirmed that the MX6200 is Wi-Fi 6E and provided guidance on gathering nodes near the parent for better connectivity. | | **Current state** | Resolved; customer was able to reconnect all nodes and restore internet access. | | **L1 learning points** | 1. For MX6200 mesh systems, use a 10-second factory reset, not the 5-press pairing method.
2. Always verify internet connectivity and WAN status before attempting node pairing.
3. Confirm the correct LED states for MX6200 (solid white = ready, solid blue = internet connected, solid red = error) to avoid misdiagnosis. | --- ## Coach Appendix *This week’s highest-signal trend is **technical inaccuracies in product references and reset procedures**, particularly affecting MX6200 and EA9300 cases. The agent occasionally provided invalid model names (e.g., “Velop Pro 7”) and incorrect reset methods (5-press for MX6200), leading to unresolved issues and customer confusion. Focus in the next coaching session should reinforce model-specific troubleshooting flows, LED state verification, and accurate product naming conventions. All transcript quotes adhere to PII redaction rules.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) | 2026-05-25 14:40:16 | 3.9 | INBOUND | LAPAC1750 | ACCESS | ↑ Escalated | | [#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/) | 2026-05-25 21:48:20 | 3.0 | INBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | ✓ Likely resolved | | [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/) | 2026-05-26 19:19:07 | 3.0 | INBOUND | MX5500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130967](https://linksys.happyfox.com/staff/ticket/130967/) | 2026-05-26 21:52:15 | 3.0 | INBOUND | EA9300 | CONNECTIVITY | ⏳ Pending | | [#LTS00130972](https://linksys.happyfox.com/staff/ticket/130972/) | 2026-05-26 22:15:07 | 3.0 | INBOUND | EA7450 | ACCESS | ✓ Likely resolved | | [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 18:09:37 | 1.3 | INBOUND | MX6200 | CONNECTIVITY | ⏳ Pending | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-27 22:33:12 | 3.0 | INBOUND | EA9300 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00117877](https://linksys.happyfox.com/staff/ticket/117877/) | 2026-05-28 14:02:26 | — | INBOUND | MX4200 | CONNECTIVITY | — | | [#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/) | 2026-05-28 15:57:20 | 1.6 | INBOUND | WHW03 | SETUP | ⏳ Pending | | [#TE00102547](https://linksys.happyfox.com/staff/ticket/102547/) | 2026-05-28 18:07:54 | 1.8 | INBOUND | MX6200 | SETUP | ⏳ Pending | | [#LTS00131290](https://linksys.happyfox.com/staff/ticket/131290/) | 2026-05-28 18:45:36 | 3.0 | INBOUND | RE7350 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131297](https://linksys.happyfox.com/staff/ticket/131297/) | 2026-05-28 19:40:33 | 3.0 | INBOUND | MX6200 | SETUP | ✓ Resolved | | [#LTS00131347](https://linksys.happyfox.com/staff/ticket/131347/) | 2026-05-28 22:56:38 | 1.4 | INBOUND | MX2000 | SETUP | ⏳ Pending | | [#LTS00131414](https://linksys.happyfox.com/staff/ticket/131414/) | 2026-05-29 15:33:21 | 3.0 | INBOUND | RE6300 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131433](https://linksys.happyfox.com/staff/ticket/131433/) | 2026-05-29 16:32:16 | 3.0 | INBOUND | MX4200 | ACCESS | ⏳ Pending | | [#LTS00131441](https://linksys.happyfox.com/staff/ticket/131441/) | 2026-05-29 17:14:45 | 1.3 | INBOUND | WHW03 | ACCESS | ⏳ Pending | | [#LTS00131446](https://linksys.happyfox.com/staff/ticket/131446/) | 2026-05-29 17:23:11 | 3.1 | INBOUND | EA7200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131450](https://linksys.happyfox.com/staff/ticket/131450/) | 2026-05-29 17:37:27 | 1.8 | INBOUND | MX2000 | SETUP | ⏳ Pending | | [#LTS00122717](https://linksys.happyfox.com/staff/ticket/122717/) | 2026-05-29 20:31:46 | 3.0 | INBOUND | MR8300 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131492](https://linksys.happyfox.com/staff/ticket/131492/) | 2026-05-29 21:01:15 | 3.1 | INBOUND | MR2000 | ACCESS | ✓ Likely resolved | | [#LTS00108969](https://linksys.happyfox.com/staff/ticket/108969/) | 2026-05-29 22:05:20 | 3.0 | INBOUND | MX2000 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131504](https://linksys.happyfox.com/staff/ticket/131504/) | 2026-05-29 22:21:17 | 1.1 | INBOUND | MX5300 | CONNECTIVITY | ⏳ Pending | | [#LTS00131318](https://linksys.happyfox.com/staff/ticket/131318/) | 2026-05-29 22:53:48 | 1.5 | INBOUND | WRT310N | SETUP | ⏳ Pending |