regin.magnetico@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 |
|---|---|---|---|---|---|
| 44 | 14m 06s | WHW03 | CONNECTIVITY | 44 | — |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.60 | 44 |
| Protocol | 1.80 | 44 |
| Communication | 2.20 | 44 |
| Overall | 2.40 | 44 |
44 calls reviewed. Score range: 1.2 – 3.9.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 10 | 2.30 |
| MX6200 | 4 | 1.60 |
| E5400 | 2 | 2.50 |
| RE6300 | 2 | 1.60 |
| MX5500 | 2 | 2.10 |
Key observation: Lower scores on MX6200 and RE6300 calls suggest familiarity gaps with these models’ setup and troubleshooting flows.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 18 | 2.20 | ✓ |
| SETUP | 14 | 2.30 | ✓ |
| ACCESS | 6 | 2.50 | |
| NO TROUBLESHOOTING NEEDED | 3 | 2.40 | |
| HARDWARE | 1 | 3.90 | |
| CONFIGURATION | 1 | 1.50 | ✓ |
Focus areas:
- CONNECTIVITY and SETUP categories show lower average scores, indicating opportunities to strengthen troubleshooting and guidance for these common issues.
- CONFIGURATION requires attention due to a very low average score (1.50), suggesting a need for clearer instructions and better validation of configuration steps.
What Went Well
Strength: Accurate Model Identification
Correctly identified product model (WHW01P) and confirmed compatibility with MR9600 router per Velop mesh compatibility KB.
Strength: Professional and Patient Communication
Maintained calm and reassuring tone throughout the call, acknowledged customer's effort and thanked them for patience.
Growth Opportunities
Improvement: Incorrect Technical Guidance on LED States
Incorrectly stated solid white LED indicates ready state for MX6200; KB states solid blue is ready state.
Next step: Review KB articles for MX6200 LED states and ensure accurate interpretation during calls. Practice identifying correct LED meanings for various models to build confidence.
Improvement: PCI Compliance Breach
Collected full credit card details (number, expiration, CVV) over the phone, violating PCI compliance.
Next step: Refrain from collecting full credit card details over the phone. Use secure payment processing methods and follow PCI compliance guidelines strictly. If card details are required, direct customers to use the website’s secure portal.
Next Week's Focus
- Review LED state guidelines for MX6200, WHW03, and other models to ensure accurate technical advice.
- Avoid collecting full credit card details over the phone; use secure payment portals instead.
- Practice structured troubleshooting for CONNECTIVITY and SETUP issues, ensuring each step is verified before moving forward.
- Improve case documentation by capturing essential device details (model, serial number) early in the call to enhance protocol adherence.
Technical Accuracy
Improvement
Incorrect use of 5-press method as a factory reset for MX6200 (not valid per KB for this model in reset context).
Improvement
Collected full credit card details over the phone, violating PCI compliance.
Improvement
Material accuracy violation: solid purple LED on Hydra Pro 6E does not mean the router is not providing internet.
Improvement
Incorrect reset duration for EA7200 router; correct duration is 10 seconds per KB.
Strength
Accurate model identification and compatibility confirmation.
Coaching Moments
Improvement
Incorrectly stated solid white LED indicates ready state for MX6200; KB states solid blue is ready state.
Improvement
Collected full credit card details over the phone, violating PCI compliance.
Improvement
Material accuracy violation: solid purple LED on Hydra Pro 6E does not mean the router is not providing internet.
Improvement
Incorrect reset duration for EA7200 router; correct duration is 10 seconds per KB.
Escalation Lessons: What L2 Did
No escalation learning cases were logged this week.
Coach Appendix
Weekly trend summary:
This week’s coaching highlights the need for improved accuracy in technical guidance, especially around LED interpretations and reset procedures, and a critical reminder to adhere to PCI compliance when handling payment information. Focus should remain on structured troubleshooting for CONNECTIVITY and SETUP issues, with an emphasis on collecting essential device details early to enhance protocol adherence and overall call effectiveness.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130711 | 2026-05-25 13:05 | 3.00 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Customer to purchase a 12V 1A power adapter compatible with E5400 and submit receipt via email for warranty consideration. |
| #LTS00079683 | 2026-05-25 14:04 | 3.00 | INBOUND | WHW03 | ACCESS | Customer to perform power‑cycle steps and review the Wi‑Fi Fixit guide; no further action taken during the call. |
| #LTS00130728 | 2026-05-25 14:46 | 1.30 | INBOUND | E1000 | SETUP | Agent recommended purchasing a new router due to device being end-of-life. |
| #LTS00130741 | 2026-05-25 15:54 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Agent promised to email a Wi‑Fi fix guide and advised resetting child nodes after power cycling. |
| #LTS00130768 | 2026-05-25 19:38 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Send email with detailed instructions on how to log into the router’s admin page and enable the 2.4 GHz band or disable the 5 GHz band. |
| #LTS00105961 | 2026-05-25 20:09 | 3.90 | INBOUND | WHW03 | HARDWARE | Agent confirmed compatibility; customer will purchase the accessory. |
| #LTS00130851 | 2026-05-26 12:40 | 3.00 | INBOUND | LAPAC170C | ACCESS | Escalated to higher-tier support; customer to await update within 24 hours. |
| #LTS00130860 | 2026-05-26 13:27 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Advised to contact Petcube manufacturer for device-specific troubleshooting and consider replacing the faulty mesh node; no definitive fix achieved. |
| #LTS00130875 | 2026-05-26 14:58 | 1.50 | INBOUND | MR7350 | CONFIGURATION | Agent promised to email band-separation instructions but performed no troubleshooting or validation |
| #LTS00130878 | 2026-05-26 15:06 | 3.00 | INBOUND | SPNMX56CF | SETUP | Router is functional for Wi-Fi use; app pairing issue not resolved. Advised firmware updates are ISP-controlled. No further steps provided for app pairing. |
| #LTS00130894 | 2026-05-26 15:56 | 1.40 | INBOUND | RE6300 | SETUP | Agent incorrectly declared the issue resolved at [88:00] despite extender still showing solid amber and failing to provide reliable internet. Promised email instructions were never confirmed as sent or received. |
| #LTS00130923 | 2026-05-26 18:27 | 1.20 | INBOUND | VLP01 | CONNECTIVITY | Agent stated the device is obsolete but capable of up to 1 Gbps and directed customer to support.linksys.com. |
| #LTS00130927 | 2026-05-26 18:42 | 3.00 | INBOUND | WHW03 | SETUP | Customer reports nodes are now stable and will continue on his own. |
| #LTS00130931 | 2026-05-26 18:54 | 1.50 | INBOUND | MX4301 | SETUP | Agent will email the customer a receipt submission address; customer to send Walmart receipt for warranty verification. No technical fix provided. |
| #LTS00130938 | 2026-05-26 19:27 | 1.10 | INBOUND | E1000 | SETUP | No resolution provided; customer advised to purchase new MX2000 without self-help path or follow-up. |
| #LTS00130944 | 2026-05-26 19:51 | 3.00 | INBOUND | MX55EC3 | CONNECTIVITY | Offered paid support ($15 for 60 minutes) or emailed self-help Wi-Fi fix guide with reset/reconfigure instructions. |
| #LTS00130956 | 2026-05-26 20:35 | 3.70 | INBOUND | LN3101 | CONNECTIVITY | Wi-Fi connectivity restored; issue resolved. |
| #LTS00131025 | 2026-05-27 12:51 | 1.90 | INBOUND | RE6300 | SETUP | Agent promised to email step-by-step instructions; no functional fix achieved. Customer left with non-functional extender and no clear path forward. |
| #LTS00131032 | 2026-05-27 13:32 | 3.00 | INBOUND | MR9610 | CONNECTIVITY | None; call ended without assistance or next steps. |
| #LTS00131032 | 2026-05-27 13:40 | 3.00 | INBOUND | MR9610 | CONNECTIVITY | Customer declined paid-support; no self-help path or concrete next steps provided. |
| #LTS00131037 | 2026-05-27 14:04 | 1.40 | INBOUND | WHW01 | CONNECTIVITY | Offered paid support; no technical fix or self-help resources provided. |
| #LTS00131042 | 2026-05-27 15:04 | 1.10 | INBOUND | MR7500 | SETUP | No technical resolution. Agent provided incorrect LED guidance and offered paid support without troubleshooting. No actionable next steps or correct explanation provided. |
| #LTS00131060 | 2026-05-27 17:35 | 1.90 | INBOUND | WHW01 | CONNECTIVITY | No definitive fix; agent incorrectly declared issue resolved after paid session ended. No escalation, callback, or self-help path offered. |
| #GI00131077 | 2026-05-27 18:58 | 1.50 | INBOUND | HT-6766BE | SETUP | No resolution or next step provided. |
| #LTS00131085 | 2026-05-27 19:26 | 1.80 | INBOUND | MR9600 | ACCESS | Offered paid support; no password reset was completed or verified. Customer ended call without confirmed resolution. |
| #LTS00131092 | 2026-05-27 20:29 | 3.10 | INBOUND | MX5300 | SETUP | Email with Wi-Fi fix-it guide sent to customer for self-help reset and reconfiguration. |
| #LTS00131205 | 2026-05-28 12:21 | 3.10 | INBOUND | E900 | CONNECTIVITY | Recommend purchase of MX2000 (KB-aligned replacement) and offer future setup assistance. |
| #LTS00131207 | 2026-05-28 12:26 | 2.80 | INBOUND | EA7200 | ACCESS | Wi-Fi SSID and password changed; customer reported devices can reconnect successfully. |
| #LTS00131196 | 2026-05-28 13:09 | 2.80 | INBOUND | SPNMX55GC | ACCESS | Customer accessed the router UI via myrouter.local. No guidance provided for disabling IPv6. Call closed without follow-up or escalation path. |
| #LTS00130652 | 2026-05-28 15:47 | 2.70 | INBOUND | MX6200 | NO TROUBLESHOOTING NEEDED | None provided. Customer was not guided to access the router admin page to rename the SSID or verify device connections. |
| #LTS00131255 | 2026-05-28 16:02 | 1.40 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Suggested contacting Spectrum for an extender or trying a wired connection; no configuration steps provided. |
| #LTS00131268 | 2026-05-28 16:59 | 3.00 | INBOUND | LAPAC1200C | ACCESS | None provided; call ended without a solution or clear next step. |
| #LTS00131268 | 2026-05-28 17:23 | 3.00 | OUTBOUND | LAPAC1200C | ACCESS | No resolution achieved. Agent did not confirm data collection, initiate deletion, or communicate next steps. |
| #LTS00131275 | 2026-05-28 17:44 | 3.00 | OUTBOUND | LAPAC1200C | ACCESS | Customer to provide photos of access points via email; agent to follow up after confirming receipt and next steps. If email fails, escalate for alternative verification. |
| #LTS00131291 | 2026-05-28 18:59 | 1.70 | INBOUND | EA7300 | CONNECTIVITY | Offered paid support ($15 for 60 min) and directed to incorrect URL (supportlinksys.com). No troubleshooting performed. |
| #LTS00131389 | 2026-05-29 12:20 | 1.80 | INBOUND | WHW03 | SETUP | Agent incorrectly confirmed reset based on solid red LED and network visibility; no correct procedure provided or verified. |
| #LTS00131393 | 2026-05-29 12:48 | 3.00 | INBOUND | MR9000 | SETUP | Internet restored using default credentials; customer advised to change Wi-Fi name/password later via router admin page. |
| #LTS00131396 | 2026-05-29 13:31 | 1.30 | INBOUND | MX2000 | CONNECTIVITY | Offered paid support or to email a generic Wi-Fi fix-it guide; promised to send guide within 3–5 minutes. |
| #LTS00094375 | 2026-05-29 13:54 | 2.10 | INBOUND | MBE7000 | SETUP | Two nodes are solid blue; third node still flashing. Customer should confirm final LED state (solid white) after waiting a few minutes. If still flashing, perform 5-press pairing on the parent node or add the node via web UI (http://192.168.1.1). Account-login issue requires separate handling (password reset or profile recovery). |
| #LTS00094375 | 2026-05-29 14:07 | 4.10 | INBOUND | MBE7000 | SETUP | All nodes reached solid white; customer confirmed network was operational and was advised nodes could be relocated. |
| #LTS00131413 | 2026-05-29 14:32 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Agent will email detailed self‑help steps; paid support offered if needed. |
| #LTS00131392 | 2026-05-29 14:20 | 3.00 | INBOUND | MX2000 | SETUP | Network is online; customer can now place the remaining WHW nodes in their intended locations and use the app to adjust SSID/password. New MX2000 units are in warranty if further issues arise. |
| #LTS00131392 | 2026-05-29 15:00 | 1.50 | INBOUND | MX2000 | SETUP | Advised that remote access is discontinued and router must be managed locally; no further steps provided for account recovery. |
| #LTS00131479 | 2026-05-29 20:02 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | Issue not resolved; ticket created (131479). Customer advised to call back or contact vacuum manufacturer. |
| #LTS00131488 | 2026-05-29 20:49 | 1.80 | INBOUND | WHW03 | SETUP | Paid‑support session was purchased; a technician must perform a full mesh rebuild per KB. |
| #LTS00131488 | 2026-05-29 21:00 | 1.10 | OUTBOUND | WHW03 | SETUP | One node achieved solid green and internet access, but two others remain non-functional. No resolution path established. Recommend hardware diagnostic and possible RMA. |
| #LTS00131488 | 2026-05-29 21:57 | 1.30 | OUTBOUND | WHW03 | SETUP | Agent incorrectly declared the issue resolved and closed the paid session as complete without verification. |