# 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](#TE00130648)** 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](#LTS00131520)** 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

1. **Reinforce protocol for connectivity issues:** Always start with WAN/LED checks, firmware verification, and basic resets before escalating or offering paid support.
2. **Cross-check guidance with KB:** Pause and confirm any non-standard instructions (e.g., channel-finder, app login) against official resources.
3. **Improve efficiency on hold times:** Provide interim updates every 2–3 minutes and confirm next steps before placing calls on hold for extended periods.
4. **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.  
[#LTS00122643](https://linksys.happyfox.com/staff/ticket/122643/)

### **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.  
[#LTS00131528](https://linksys.happyfox.com/staff/ticket/131528/)

### **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.  
[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)

### **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.  
[#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/)

---

## 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.  
[#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/)

### **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.  
[#LTS00131520](https://linksys.happyfox.com/staff/ticket/131520/)

### **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.  
[#LTS00122643](https://linksys.happyfox.com/staff/ticket/122643/)

### **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.  
[#LTS00122643](https://linksys.happyfox.com/staff/ticket/122643/)

### **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.  
[#LTS00131528](https://linksys.happyfox.com/staff/ticket/131528/)

### **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.  
[#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/)

---

## Escalation Lessons: What L2 Did

### [#LTS00122643](https://linksys.happyfox.com/staff/ticket/122643/) — 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](https://linksys.happyfox.com/staff/ticket/130648/) — 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](https://linksys.happyfox.com/staff/ticket/121320/) — 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](https://linksys.happyfox.com/staff/ticket/130794/) — 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](https://linksys.happyfox.com/staff/ticket/130941/) — 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](https://linksys.happyfox.com/staff/ticket/131076/) — 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](https://linksys.happyfox.com/staff/ticket/131295/) — 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).