paulo.real@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 |
|---|---|---|---|---|---|
| 13 | 28m 8s | MX2000 | CONNECTIVITY | 13 | 7 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.38 | 13 |
| Protocol | 1.54 | 13 |
| Communication | 2.08 | 13 |
| Overall | 2.08 | 13 |
Scores reflect 13 calls reviewed. Overall range: 1.0 – 3.6.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MX2000 | 3 | 2.0 |
| MR5500 | 2 | 2.15 |
| MX6200 | 2 | 1.35 |
| WHW01 | 1 | 1.3 |
| SE3005 | 1 | 3.6 |
| EA6100 | 1 | 1.8 |
| EA8300 | 1 | 1.4 |
| EA6350 | 1 | 3.0 |
| E5400 | 1 | 3.2 |
Low performance on MX6200 and WHW01 calls suggests a need to reinforce product-specific troubleshooting flows and LED state interpretation for these models.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 5 | 1.82 | ✓ |
| SETUP | 2 | 2.40 | |
| NO TROUBLESHOOTING NEEDED | 2 | 2.65 | |
| ACCESS | 2 | 2.10 | |
| HARDWARE | 1 | 1.20 | ✓ |
Connectivity and Hardware categories show the greatest need for improved troubleshooting accuracy and protocol adherence. Focus on systematic diagnostics (WAN checks, LED validation, firmware verification) and clear escalation paths.
What Went Well
Correct Technical Guidance for Router Setup
Router configured, Wi‑Fi SSID/password updated, internet speed verified; no further steps required.
This strong performance on E5400 demonstrates Paulo’s ability to deliver precise, KB-aligned setup instructions that resolve customer issues efficiently.
Accurate Diagnosis of Topology Issue
Correctly identified that a switch cannot provide internet sharing when connected directly to a plain ONT.
This insight on SE3005 shows good product knowledge and the ability to explain complex networking concepts clearly to customers.
Growth Opportunities
Incorrect Troubleshooting Guidance
Provided incorrect guidance about channel-finder (KB states it runs automatically and cannot be manually triggered). Incorrectly instructed customer to use router password for app login (app uses cloud account, not local credentials).
To improve, always verify guidance against the latest KB articles before delivering instructions. When in doubt, refer customers to self-help resources or escalate for clarification.
Failure to Perform Basic Troubleshooting
No attempt to perform basic troubleshooting (e.g., power cycle, reset, check WAN connection) despite a clear storm-related trigger.
Next step: For environmental triggers like power outages, systematically run the standard connectivity checklist (WAN status, LED validation, modem/reboot sequence) before offering paid support or self-help options.
Next Week's Focus
- Reinforce protocol for connectivity issues: Always start with WAN/LED checks, firmware verification, and basic resets before escalating or offering paid support.
- Cross-check guidance with KB: Pause and confirm any non-standard instructions (e.g., channel-finder, app login) against official resources.
- Improve efficiency on hold times: Provide interim updates every 2–3 minutes and confirm next steps before placing calls on hold for extended periods.
- Collect and validate product details: Ensure model, serial number, and warranty status are captured early to streamline troubleshooting and escalation.
Technical Accuracy
Improvement
Agent provided technically incorrect guidance regarding channel-finder and app login credentials.
Note: Channel-finder runs automatically and cannot be manually triggered. The Linksys app uses a cloud account, not local router credentials. Always verify guidance against KB before delivering instructions.
Improvement
No troubleshooting performed despite clear environmental trigger (storm).
Note: For connectivity issues after a power outage, follow the standard diagnostic sequence: verify WAN status, check LED states, perform power cycles, and confirm modem functionality before escalating.
Improvement
Incorrect reset duration instructed, contradicting KB guidance.
Note: For mesh nodes, the reset duration is 10–15 seconds, not 1 minute. Misstating reset times can corrupt firmware and create additional issues.
Improvement
Incorrect statement about support availability for out-of-warranty devices.
Note: Out-of-warranty devices still receive self-help support (KB articles, email guidance). Avoid implying zero support; instead, direct customers to appropriate self-help paths.
Coaching Moments
Strength
Router configured, Wi‑Fi SSID/password updated, internet speed verified; no further steps required.
Note: Excellent execution of setup procedures, aligning with KB and delivering a fully functional solution for the customer.
Strength
Correctly identified that a switch cannot provide internet sharing when connected directly to a plain ONT.
Note: Strong diagnostic insight and clear explanation of networking limitations, helping the customer understand the root cause.
Improvement
Provided incorrect guidance about channel-finder (KB states it runs automatically and cannot be manually triggered).
Note: Always verify non-standard instructions against KB; when uncertain, escalate or direct to self-help.
Improvement
Incorrectly instructed customer to use router password for app login (app uses cloud account, not local credentials).
Note: The Linksys app requires a cloud account login, not router credentials. Clarify this distinction to avoid customer confusion.
Improvement
No basic troubleshooting performed despite a clear storm-related trigger.
Note: For environmental triggers, always run the standard connectivity checklist (WAN, LED, reboot) before escalating or offering paid support.
Improvement
Allowed over 10 minutes of unexplained silence/hold without update or apology.
Note: Maintain communication during holds; provide updates every 2–3 minutes and apologize for delays.
Escalation Lessons: What L2 Did
#LTS00122643 — Resolved by Level 2
- What L1 saw: Customer reported intermittent Wi‑Fi loss on iPhone with MX6200 mesh. L1 provided incorrect guidance (channel-finder, app reinstall, router password for app login) and failed to verify WAN status or firmware.
- Why it escalated: L1’s instructions were technically inaccurate and did not address the core issue, forcing escalation.
- What L2 did: Performed deeper mesh diagnostics, corrected initial misguidance, verified WAN/internet status, and confirmed firmware/version compatibility. L2 also validated signal strength and topology.
- Current state: Resolved.
- L1 learning points:
1. Always verify WAN/internet status and firmware version before troubleshooting Wi‑Fi issues.
2. Refer to KB for channel-finder behavior—it runs automatically and cannot be manually triggered.
3. Clarify that the Linksys app uses a cloud account, not local router credentials.
#TE00130648 — Resolved by Level 2
- What L1 saw: Customer couldn’t connect to newly setup E5400 after ISP placed modem in bridge mode. L1 attempted unsupported remote session and omitted protocol steps (serial/warranty collection).
- Why it escalated: L1’s unsupported remote session violated policy, and missing protocol steps delayed resolution.
- What L2 did: Guided physical wiring (modem→WAN, computer→LAN), configured Wi‑Fi via router admin UI, and verified internet speed (~95 Mbps). L2 also collected serial number and verified warranty status.
- Current state: Resolved.
- L1 learning points:
1. Avoid unsupported remote sessions; use approved methods only.
2. Always collect serial number and verify warranty status during hardware setup.
3. Provide router admin URL (http://[IP] or http://myrouter.local) during setup to avoid confusion.
#TE00121320 — Resolved by Level 2
- What L1 saw: Customer reported speed drop after moving MX2000 mesh and possibly misconnecting modules. L1 suggested generic power-cycle without verifying topology.
- Why it escalated: L1 did not confirm module connections, WAN status, or perform diagnostics, leaving customer uncertain.
- What L2 did: Performed systematic mesh diagnostics: verified LED states, confirmed correct module connections, validated WAN/internet status, and guided through proper power-cycle sequence (main router first, then nodes).
- Current state: Resolved.
- L1 learning points:
1. For mesh systems, always verify LED states and module topology before troubleshooting.
2. Use the correct power-cycle sequence: power off all nodes, then power on main router first, followed by each node individually.
3. Confirm WAN connectivity and perform speed test after reconfiguration.
#TE00130794 — Resolved by Level 2
- What L1 saw: MX2000 child node stayed solid magenta and would not pair. L1 used incorrect 5‑press pairing method and provided confusing instructions.
- Why it escalated: L1’s pairing method was invalid for MX2000, and instructions were not clear, leading to unresolved issue.
- What L2 did: Used correct Pair button procedure, performed proper resets (15‑second reset button hold), verified firmware, and confirmed node functionality. L2 also guided through alternative pairing via admin UI.
- Current state: Resolved.
- L1 learning points:
1. For MX2000 Velop devices, use the Pair button or admin UI for pairing—not the 5‑press method.
2. Always use the correct reset duration (15 seconds) for mesh nodes; 1‑minute resets are incorrect and can corrupt firmware.
3. Provide clear, step-by-step instructions and confirm understanding before ending the call.
#TE00130941 — Resolved by Level 2
- What L1 saw: WHW01 node stayed solid blue and would not pair. L1 misinterpreted solid-blue LED as failure and declared node defective without proper troubleshooting.
- Why it escalated: L1 skipped essential pairing steps and misinterpreted LED state, leading to premature declaration of hardware fault.
- What L2 did: Explained that solid blue means “ready for setup,” guided through correct pairing steps (Pair button, 5‑press, app verification), and confirmed signal proximity. L2 also verified firmware and performed additional diagnostics.
- Current state: Resolved.
- L1 learning points:
1. Solid blue LED on WHW01 indicates the node is ready for setup—not a failure state.
2. Follow standard pairing procedures: Pair button, 5‑press, or app-based pairing.
3. Always verify signal strength and proximity before concluding hardware fault.
#TE00131076 — Resolved by Level 2
- What L1 saw: Customer couldn’t access Linksys app remotely after password reset. L1 did not collect device details and placed the caller on extended hold.
- Why it escalated: L1 failed to gather basic device information and caused inefficient call handling.
- What L2 did: Explained discontinuation of remote cloud access (Smart Wi‑Fi), provided local access URL (myrouter.info), and confirmed customer could manage router via local network.
- Current state: Resolved.
- L1 learning points:
1. Always collect product model, serial number, and warranty status early in the call.
2. Provide interim updates during holds; avoid silence for extended periods.
3. When remote cloud access is discontinued, clearly explain the change and offer local management alternatives.
#TE00131295 — Resolved by Level 2
- What L1 saw: Customer reported inability to display WebUI on MX6200 after ISP outage. L1 provided vague escalation with no case number or follow-up path.
- Why it escalated: L1’s escalation lacked essential details and clear next steps, leaving customer without guidance.
- What L2 did: Guided customer through standard post-outage troubleshooting: power-cycled modem/router, verified WAN status, checked LED states, and attempted WebUI access via different browsers and URLs (http://[IP], http://myrouter.local).
- Current state: Resolved.
- L1 learning points:
1. When escalating, provide a clear case number, preferred callback time, and self-help resources.
2. For post-outage issues, systematically verify WAN connectivity, perform power cycles, and test access via multiple browsers/URLs.
3. Confirm customer understanding of next steps before ending the call.
Coach Appendix
High-signal weekly trend: Protocol adherence and technical accuracy gaps were the most frequent contributors to unresolved calls and escalations, particularly in connectivity and hardware categories. Focus on systematic diagnostics (WAN/LED/firmware), KB verification of non-standard guidance, and efficient call handling (interim updates during holds, early collection of product details).
Key pattern for next coaching: Reinforce standard troubleshooting sequences for common issue types (connectivity, setup, hardware) and KB alignment checks before delivering guidance. Emphasize clear communication during holds and complete protocol compliance (serial/warranty collection, case documentation).