mikaelhjoshua.anasco@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

22 calls reviewed. Score range: 1.14 – 4.50.

This Week's Coverage

Models Supported

Key pattern: Lower scores on SPNM60CF calls suggest familiarity gaps with this model’s setup and access flows.

Problem Categories

SETUP focus area: The lower average score (1.90) across 7 calls indicates a need to strengthen model-specific setup guidance, especially around LED interpretation, reset procedures, and default credentials.

What Went Well

Clear communication in high-scoring calls

“I really do apologize, sir. Can you spell it out? And what about your email address or your mom's email address?”

[Adam successfully guided a customer through a password reset on SPNMX42GC, confirming resolution and maintaining a polite tone throughout.]

#LTS00131198

Accurate model-specific guidance

“Thank you so much for that one, sir. I'm gonna verify the serial number to make sure that I got it correctly here. So it's 55Y4Y20M4M18E4E02228. Is that correct?”

[The agent correctly identified the recovery key method for SPNMX42GC, leading to a successful password reset and high overall score.]

#LTS00131198

Growth Opportunities

Incorrect technical guidance on LED states and reset procedures

“All of them? Mhm. And however, sir, the parent node, which is the one wired directly to your modem...”

[The agent incorrectly applied a 5-press reset method to a Velop MX4200 and misinterpreted solid pink LED as a ready state. This led to unresolved issues and customer confusion.]

#LTS00130704

Next step: Before issuing reset instructions, always confirm the exact product model and reference the appropriate KB article. For MX4200, the correct reset is a 10-second hold until the LED turns solid purple.

Failure to verify product model before troubleshooting

“Got this one, sir. And for record purposes, may I know how many Linksys routers do you have?”

[The agent began troubleshooting without confirming the product model, leading to ambiguous instructions and potential misdiagnosis.]

#TE00130712

Next step: Always collect and verify the product model early in the call. Use the model to select the correct KB guide and avoid generic steps that may not apply.

Next Week's Focus

1. Model-first approach: Start every call by confirming the exact product model and serial number before proceeding with troubleshooting.
2. LED and reset accuracy: Memorize LED meanings and reset procedures for the most common models (WHW03, MX series, SPNM). Refer to KB articles for model-specific steps.
3. Clear next steps after escalation: When escalating, provide the customer with a concrete timeline and follow-up plan (e.g., “You will receive a callback within 24 business hours”).
4. Efficient communication: Reduce long silences and repetitive questioning by confirming information only once and summarizing key points before moving forward.

Technical Accuracy

Improvement

Incorrectly applied 5-press reset method to non-supported models (e.g., MX4200, WHW03). Correct method for MX4200 is 10-second reset button press until LED turns solid purple.

#LTS00130704

Improvement

Failed to verify product model before providing model-specific troubleshooting steps, leading to incorrect guidance on LED states and reset procedures.

#TE00130712

Improvement

Incorrect default admin credentials provided for SPNM60CF.

#LTS00130844

Improvement

Misinterpreted CMD/IP output to falsely conclude PC had no valid IP, despite customer confirming internet access. This led to incorrect diagnosis and unresolved issue.

#TE00037591

Strength

Successfully guided customer through recovery key password reset process for SPNMX42GC, leading to confirmed resolution and high overall score.

#LTS00131198

Coaching Moments

Improvement

“All right. So it's 50G10M28C39776. Is that correct? Thank you so much for confirming. All right. So what's the light behavior on the nodes right now, sir? Purple. All of them?”

The agent incorrectly applied a 5-press reset method to a Velop MX2000 and misdiagnosed a working PC connection as invalid. This led to unresolved parent node issues.

#TE00037591

Improvement

“Got this one, sir. And may I have the serial number of this parent now, please?”

The agent began troubleshooting without confirming the product model, leading to ambiguous instructions and potential misdiagnosis.

#TE00130712

Improvement

“Okay, so this is the direct hotline, ma'am. So hopefully this can. Yeah, I'm not sure if this will work. So you can try to call them at one, I mean, six two six. I don't know, just six two six, ma'am. That's the area code. Six two six. 333. Oh, 333, ma'am. Three threes. Three, three, three. Oh, it's three now. 333. There's no eight.”

The agent provided an unverified and incorrect support phone number for a TP-Link device, failing to isolate the issue or offer valid self-help resources.

#LTS00061736

Escalation Lessons: What L2 Did

#TE00128992 — Resolved by Level 2

• What L1 saw: Multiple mesh nodes flashing red and not connecting, causing loss of Wi‑Fi for thermostat, hot water, and security cameras. L1 performed basic troubleshooting (node relocation, app reinstall, LED checks) but failed to confirm product model or WAN connectivity.
• Why it escalated: L1 did not verify WAN/internet status before troubleshooting nodes, a fundamental diagnostic step per KB. The case was also the third contact for the customer within a short period.
• Related call chain: This was the third contact for the customer. The first two contacts (by agents charm.awitan and regin.magnetico) resulted in incomplete resolutions and vague guidance.
• What L2 did: L2 confirmed internet connectivity, accessed the UI via browser, turned off node steering, and verified node connections. L2 provided clear next steps and confirmed resolution.
• Current state: Resolved.
• L1 learning points:

1. Always verify WAN/internet status on the parent node before troubleshooting mesh nodes.

2. Collect and confirm the product model number early in the call.

3. Avoid long unexplained holds; set expectations for customer wait times.

#TE00130712 — Resolved by Level 2

• What L1 saw: Parent node (WHW03) solid red LED, no internet connectivity after modem upgrade. L1 performed resets, accessed web UI, observed IPv4 address, and scheduled a callback.
• Why it escalated: L1 provided incorrect LED interpretation (“solid pink, purple”) and wrong reset procedure (“hold until solid blue”). L1 also failed to validate modem connectivity via wired test.
• Related call chain: This was a repeat contact. The first call (by the same agent) ended with an escalation due to unresolved connectivity.
• What L2 did: L2 guided the customer through proper reset procedures, verified modem connectivity via Ethernet test, and confirmed internet access after reconfiguration.
• Current state: Resolved.
• L1 learning points:

1. Use model-specific KB articles for reset procedures; WHW03 requires a 10‑second reset resulting in flashing white.

2. Verify modem connectivity via wired test before troubleshooting mesh nodes.

3. Provide accurate LED state interpretations; WHW03 does not have solid pink or purple states.

#LTS00130844 — Resolved by Level 2

• What L1 saw: Customer unable to log into Linksys app on SPNM60CF. L1 educated the customer that the model isn’t compatible with the app and set the case to bubble-up.
• Why it escalated: L1 provided incorrect default admin credentials and failed to guide the customer to the correct web UI (myrouter.info).
• Related call chain: This was a single contact; no prior calls.
• What L2 did: L2 advised the customer to use the correct web UI URL (myrouter.info) and provided guidance on using the Wi‑Fi password as the admin password.
• Current state: Resolved.
• L1 learning points:

1. Confirm product compatibility with the Linksys app before stating it is unsupported.

2. Provide the correct default admin credentials and web UI URL for SPNM devices.

3. Guide customers to the local web UI when app access is unavailable.

#LTS00131011 — Resolved by Level 2

• What L1 saw: Customer wanted to use parental controls on SPNM60TB but couldn’t access the Linksys app. L1 explained the app isn’t compatible and described limited “Instant Safety” features.
• Why it escalated: L1 did not walk the customer through web UI parental‑control settings or provide concrete steps to enable “Instant Safety.”
• Related call chain: This was a single contact; no prior calls.
• What L2 did: L2 explained the “Instant Safety” feature in detail and guided the customer through enabling it via the web UI.
• Current state: Resolved.
• L1 learning points:

1. When the Linksys app is unavailable, guide customers through web UI settings for parental controls.

2. Clearly explain limited features (e.g., “Instant Safety”) and how to enable them.

3. Provide step-by-step instructions for accessing and configuring parental controls via the web UI.

#TE00123101 — Resolved by Level 2

• What L1 saw: Child nodes disconnected on LN11011202 mesh system. L1 rebooted nodes, moved them closer, and reset them but issues persisted.
• Why it escalated: L1 provided incorrect LED interpretations and reset procedures, and the issue remained unresolved after multiple attempts.
• Related call chain: This was a repeat contact. The first call (by another agent) was resolved, but the issue recurred.
• What L2 did: L2 performed a full mesh rebuild, adjusted WAN settings, and confirmed stable connectivity after reconfiguration.
• Current state: Resolved.
• L1 learning points:

1. For persistent mesh issues, consider a full mesh rebuild as a next step.

2. Verify WAN settings and stability after reconfiguration.

3. Document detailed troubleshooting steps and outcomes for repeat contacts.

#TE00037591 — Resolved by Level 2

• What L1 saw: Parent node MX2000 showing solid red LED with no internet; child nodes not connecting. L1 instructed 5-press reset (incorrect for Velop) and misdiagnosed PC connectivity.
• Why it escalated: L1 provided incorrect technical guidance and failed to verify internet connectivity on the parent node.
• Related call chain: This was a repeat contact. The first call (by the same agent) ended without resolution.
• What L2 did: L2 guided the customer through correct reset procedures, verified internet connectivity, and reconfigured the mesh system.
• Current state: Resolved.
• L1 learning points:

1. Use model-specific reset procedures; MX2000 requires a 10‑second reset, not 5‑press.

2. Verify internet connectivity on the parent node before troubleshooting child nodes.

3. Provide clear, step-by-step guidance and confirm resolution before closing the call.

Coach Appendix

• Highest-signal trend: Repeated instances of providing model-specific troubleshooting steps without confirming the product model, leading to incorrect guidance on LED states, reset procedures, and default credentials. This was most evident in calls involving MX4200, WHW03, and SPNM devices.
• Key pattern to address in next coaching: Ensure product model verification is a mandatory first step in every call. Use the model to select the appropriate KB article and avoid generic instructions that may not apply. Focus on accurate LED state interpretation and correct reset methods for each device family.