paolo.ebora@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 |
|---|---|---|---|---|---|
| 6 | 43m 58s | MX6200 | CONNECTIVITY | 6 | 6 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 6 |
| Protocol | 1.50 | 6 |
| Communication | 2.00 | 6 |
| Overall | 1.83 | 6 |
Scores reflect 6 calls reviewed. Overall range: 1.3 – 3.6.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MX6200 | 1 | 1.40 |
| MR2000 | 1 | 1.40 |
| EA7450 | 1 | 1.30 |
| MBE7000 | 1 | 1.30 |
| MX4200 | 1 | 3.60 |
| WRT3200ACM | 1 | 3.00 |
Pattern note: Lower scores on MX6200, MR2000, EA7450, and MBE7000 calls suggest a need for deeper familiarity with these product families and their troubleshooting flows.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 4 | 1.50 | ✓ |
| SETUP | 1 | 1.40 | ✓ |
| ACCESS | 1 | 3.60 |
Connectivity & Setup focus: The lower average scores in these categories indicate a need for more structured troubleshooting and clearer escalation paths. Pay special attention to WAN verification, firmware validation, and collecting essential device details (serial number, warranty status) before proceeding.
What Went Well
Professional tone and appointment scheduling
“You said it's good to call you four p.m. or eight?”
“At this time for the eight pacific time, what time are you?”
“Uh, I can endorse this to my colleague. Um, but um, not sure if they're engaged in a call right now. Um. All right. Okay. Call me back tomorrow, sir, and you have a great night, okay? Thank you. Bye-bye. I will be calling you, sir, 4:00 P.M. tomorrow.”
The agent maintained a polite and professional tone throughout the rescheduling call, eventually confirming a concrete next step (4:00 PM callback).
Correct router admin access guidance
“okay so uh... let me just clarify so you why you have there right now is the all modem right right now it's okay uh... it's okay now I'm okay for the old modem and you have a device that's currently wired to that old modem uh... uh... as we speak right now okay now I will do that uh... bill later on I just wanna verify this part here so uh... the note uh... the old modem that you got it's the notebook uh... is wired to it how many ethernet ports that does it have sir”
The agent correctly guided access to the router admin via the standard IP address and restored wired connectivity, aligning with KB guidance for the WRT Series.
Growth Opportunities
Technical inaccuracies and unsupported procedures
“Um Michelle I'm calling about your MX 62. Is the best time for us to work with the device?”
“Yes why don't you um bring it to the location of the parent node just place it there don't power it on.”
“Yes why don't you um bring it to the location of the parent node just place it there don't power it on. Thank you um. And next is is there a laptop or a desktop that we can use? Okay. Is that going to be a wireless or uh okay? Uh so you need to find your uh ass. Uh okay. Uh now is that going to be a Windows 10 11 or a Mac? Mac. So I'm assuming you know how to connect that to the semester I do. I will have to -”
What better looks like:
- Accurate product identification: Verify the exact product family before proceeding. For SPNM/Cognitive Mesh devices, use
myrouter.info, not MX product references. - Supported procedures: Avoid unsupported reset methods (e.g., 5-press reset on SPNM) and unauthorized remote-access sessions.
- Correct URLs: Direct customers to the proper admin interface (
myrouter.infofor SPNM, default IPs for other series) and avoid providing incorrect IP addresses.
Failure to resolve core issues and missing protocol steps
“No resolution achieved. Customer advised to monitor and call back if issue persists. No KB article, email, or self-help path provided.”
“Advised customer to consider purchasing a new MX6202 mesh system as replacement for EA7450; no self-help resources, KB articles, or follow-up path provided.”
“Suggested purchasing additional mesh nodes (MX series, 'MPE 7000') without providing configuration steps, compatibility verification, or support path.”
#TE00023348, #TE00131280, #TE00127677
What better looks like:
- Collect essential device information: Always gather serial numbers, warranty status, and case numbers before troubleshooting hardware issues.
- Provide valid self-help paths: Share KB articles, email resources, or clear next steps when issues cannot be resolved immediately.
- Verify resolution: Confirm internet/WAN connectivity after firmware updates or configuration changes, and document the outcome.
Next Week's Focus
- Product-specific troubleshooting: Review KB articles for MX6200, MR2000, EA7450, and MBE7000. Practice identifying product families and applying supported procedures (e.g., correct reset methods, admin URLs).
- Protocol adherence: Before proceeding with any troubleshooting, collect serial numbers, verify warranty status, and confirm the customer’s ability to follow steps (e.g., computer type, OS).
- Resolution verification: After any firmware update or configuration change, explicitly verify internet/WAN connectivity and document the result.
- Clear next steps: Always provide a concrete next step—whether it’s a callback, a KB article, or a follow-up action—before closing the call.
Technical Accuracy
Improvement
“[00:00] CHANNEL_LEFT: This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Uh, hi Michelle this is Bal away from Linksys Customer Assurance team level 2 and this call is recorded for quality assurance purposes. Hello ma'am. Hello, can you hear me? Oh okay, I thought we uh have this um phone connection. Um Michelle I'm calling about your MX 62. Is the best time for us to work with the device? Um yeah, just t...”
Agent misidentified product family (referred to MX 62 instead of SPNM/Cognitive Mesh), applied unsupported 5-press reset method, and initiated unauthorized remote-access session.
Improvement
“[00:00] CHANNEL_LEFT: This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Uh, hi, Walter. This is Paolo from Linksys customer assurance team, level two and this call is recorded for quality assurance purposes. Hello, sir? Hi, fine, thank you for asking. Walter, uh you're, I'm calling about the, uh MR2000, is this still the best time for us to work with your device?”
5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.
Improvement
“[03:00] CHANNEL_LEFT: Mhm. Mhm Am Gotcha. I see I see. Now, Allie Linda, before I called, I read the case, okay? I'm sure you have this router for a while. And uh the firmware, okay? This may be a possible software problem, Linda, okay? And it says here it's uh the firmware under router right now, Linksys is 1.0.0.4208179, okay? So, uh this is an old one, okay? Now, um uh what we can do, okay, is uh we're gonna perform a reflash, okay? What do...”
Agent claimed firmware reflash could take 24 hours to 'sink in' and misdefined Mbps as megabytes per second. No verification of WAN/internet connectivity after update.
Improvement
null
Agent provided materially inaccurate product information ('MPE 7000') and incorrect pricing for MX series nodes. No standard mesh-node troubleshooting attempted.
Strength
“[02:00] CHANNEL_LEFT: okay so uh... let me just clarify so you why you have there right now is the all modem right right now it's okay uh... it's okay now I'm okay for the old modem and you have a device that's currently wired to that old modem uh... uh... as we speak right now okay now I will do that uh... bill later on I just wanna verify this part here so uh... the note uh... the old modem that you got it's the notebook uh... is wired to it how many ethernet ports that does it have sir”
Agent correctly guided access to router admin via http://[REDACTED_PHONE] (KB-aligned for WRT Series) and restored wired connectivity.
Coaching Moments
Strength
“okay so uh... let me just clarify so you why you have there right now is the all modem right right now it's okay uh... it's okay now I'm okay for the old modem and you have a device that's currently wired to that old modem uh... uh... as we speak right now okay now I will do that uh... bill later on I just wanna verify this part here so uh... the note uh... the old modem that you got it's the notebook uh... is wired to it how many ethernet ports that does it have sir”
Agent correctly guided access to router admin via http://[REDACTED_PHONE] (KB-aligned for WRT Series) and restored wired connectivity.
Escalation Lessons: What L2 Did
#TE00023348 — Resolved by Level 2
| What L1 saw | Why it escalated | What L2 did | Current state | L1 learning points |
|---|---|---|---|---|
| MX6200 mesh system with intermittent disconnects and solid red parent node LED. L1 attempted multiple power cycles, invalid 5-press reset, and unauthorized remote access. | Escalated due to unresolved issue, incorrect product identification, and lack of valid support path. | L2 verified physical connections, performed proper troubleshooting, and confirmed hardware fault requiring replacement. | Resolved | • Confirm product family before troubleshooting. <br>• Use supported reset procedures only. <br>• Avoid unauthorized remote access; follow escalation protocols. |
| • Document LED states and WAN connectivity clearly. <br>• Provide valid self-help resources or escalation paths when issues persist. |
#TE00130897 — Resolved by Level 2
| What L1 saw | Why it escalated | What L2 did | Current state | L1 learning points |
|---|---|---|---|---|
| • Confirm internet connectivity after configuration changes. <br>• Provide clear next steps or escalation when issues remain. |
#TE00131280 — Resolved by Level 2
| What L1 saw | Why it escalated | What L2 did | Current state | L1 learning points |
|---|---|---|---|---|
| EA7450 unable to access certain websites; customer advised to purchase new MX6202 mesh system. L1 performed firmware reflash without verifying connectivity. | Escalated due to unresolved issue, incorrect technical claims (24-hour firmware “sink in”), and lack of verification. | L2 re-examined the issue, verified WAN connectivity, and provided accurate troubleshooting steps. | Resolved | • Verify WAN/internet connectivity after firmware updates. <br>• Avoid misleading claims about firmware reflash times. <br>• Collect serial numbers and warranty status before hardware recommendations. |
| • Provide valid self-help resources or escalation paths. <br>• Clarify technical terms (e.g., Mbps vs. megabytes). |
#TE00127677 — Resolved by Level 2
| What L1 saw | Why it escalated | What L2 did | Current state | L1 learning points |
|---|---|---|---|---|
| MBE7000 child node with weak signal (-77 dBm). L1 suggested purchasing “MPE 7000” nodes without troubleshooting. | Escalated due to lack of proper mesh troubleshooting and inaccurate product information. | L2 assessed mesh topology, advised on node placement, and provided accurate upgrade options. | Resolved | • Perform standard mesh troubleshooting (reset, re-pairing, backhaul optimization). <br>• Verify product model and warranty before upgrade suggestions. <br>• Provide accurate product information and pricing. |
| • Collect essential device details (serial number, warranty status). <br>• Offer clear configuration steps or compatibility verification before recommending upgrades. |
#TE00131348 — Resolved by Level 2
| What L1 saw | Why it escalated | What L2 did | Current state | L1 learning points |
|---|---|---|---|---|
| MX4200 unable to access specific website; issue persisted across networks. L1 escalated without full troubleshooting. | Escalated due to need for advanced diagnosis beyond L1 scope. | L2 conducted network diagnostics, verified DNS settings, and confirmed ISP-related issue. | Resolved | • Perform basic network diagnostics (ping, traceroute) before escalation. <br>• Verify DNS settings and ISP connectivity. <br>• Document troubleshooting steps clearly for L2 handoff. |
| • Provide concise case summary and relevant logs to L2. <br>• Confirm customer’s ability to follow advanced steps before escalation. |
#TE00131346 — Resolved by Level 2
| What L1 saw | Why it escalated | What L2 did | Current state | L1 learning points |
|---|---|---|---|---|
| WRT3200ACM no internet after modem replacement; L1 restored wired connectivity but missed Wi-Fi verification. | Escalated due to unresolved Wi-Fi connectivity and lack of full resolution. | L2 verified Wi-Fi settings, guided customer through reconnection, and confirmed full network functionality. | Resolved | • Verify both wired and wireless connectivity after modem changes. <br>• Guide customers through Wi-Fi reconnection steps. <br>• Confirm full network functionality before closing. |
| • Collect essential device information (serial number, warranty status). <br>• Document final network state for customer reference. |
Coach Appendix
Weekly trend: The majority of calls remained unresolved, with persistent technical inaccuracies (misidentified product families, unsupported procedures, incorrect URLs) and incomplete protocol adherence (lack of serial number collection, warranty checks, and valid self-help paths). The single resolved call succeeded due to correct router admin access guidance and wired connectivity restoration, but missed Wi‑Fi verification and full protocol steps.
Key pattern: Repeated issues with product identification and unsupported troubleshooting methods suggest a need for targeted coaching on product-specific KB navigation, accurate model verification, and adherence to escalation protocols. Collecting essential device details before troubleshooting and providing clear next steps will improve resolution rates and customer confidence.