riogene.ladera@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a week of 29 calls reviewed. Overall scores ranged from 1.1 to 3.3.

This Week's Coverage

Models Supported

Low performance on MX5500 and MR7350 calls suggests a need for deeper familiarization with these models’ troubleshooting flows, especially around connectivity and hardware issues.

Problem Categories

Connectivity and Configuration are the primary focus areas this week. Lower scores here point to opportunities in diagnostic precision and guided self-help.

What Went Well

Effective Mesh Node Pairing

“Okay, I’m going to press the pair button five times on the parent node now.”

#LTS00131430

The agent correctly applied the 5-press pairing method for MX6200 mesh nodes, achieving solid white LED status and confirming successful re-association. This demonstrates strong product-specific procedural knowledge.

Clear Communication of Warranty Status

“I can confirm that your device is out of warranty, so we’ll proceed with paid support options.”

#LTS00084558

The agent consistently and accurately communicated warranty status and support options without misrepresentation, aligning with policy and managing customer expectations effectively.

Growth Opportunities

Incorrect Technical Guidance on Reset Procedures

“Hold the reset button for about 20 seconds.”

#PR00005769

What better looks like:

• Verify model-specific reset durations before instructing customers (e.g., MX6200 requires ~15 seconds, not 20).
• Confirm LED behavior after reset (e.g., bright red → solid white) to validate success.
• Cross-check KB articles for exact steps to avoid over/under-resetting.

Failure to Perform Basic Troubleshooting

“I didn’t check the WAN cable or LED status before suggesting a paid session.”

#LTS00131059

What better looks like:

• Start every connectivity call with a quick WAN/LED check: “Is the WAN cable plugged in? What color is the WAN LED?”
• Guide customers through power-cycling the modem and router before escalating.
• Use the “quick triage” checklist (power, cable, LED, reboot) to rule out simple fixes early.

Next Week's Focus

1. Master Model-Specific Reset Times – Review KB for reset durations on MX, WHW, EA, and MR families; keep a quick reference handy.
2. Adopt a Triage Checklist – For every connectivity call, run through power, cable, LED, and reboot steps before discussing paid support.
3. Improve Call Control – Reduce silences by preparing concise next-step prompts (e.g., “Next, let’s check the WAN LED—what color is it?”).
4. Validate Self-Help Paths – When offering emails or guides, confirm content covers the exact issue (e.g., include LED interpretation, reset timing).

Technical Accuracy

Improvement

Incorrect reset duration guidance (20 seconds) provided for MX6200; correct duration is 15 seconds per KB.

#PR00005769

Improvement

Provided materially inaccurate technical specification about router capabilities (e.g., false Wi‑Fi 7 claims, non-existent products).

#LTS00123747

Improvement

Stated that internet connectivity is required to access the router’s local web interface, contradicting basic networking principles and KB guidance.

#LTS00131059

Coaching Moments

Strength

“I’ll press the pair button five times on the parent node now.”

#LTS00131430

The agent applied the correct 5-press pairing sequence for MX6200 mesh recovery, resulting in a solid white LED and confirmed connectivity.

Improvement

“The Linksys app is no longer available for setup.”

#LTS00131314

This contradicts KB guidance—the Linksys app remains fully functional for MX62 setup. Accurate information prevents customer confusion and unnecessary workarounds.

Escalation Lessons: What L2 Did

#TE00130941 — Resolved by Level 2

• What L1 saw: Customer reported solid red LEDs on all WHW01 nodes after a power outage; internet was down. L1 performed minimal troubleshooting (power-cycled nodes, asked about reset) and promised email steps without confirming resolution.
• Why it escalated: L1 failed to recognize the red LED state as a clear hardware/firmware issue and offered only vague next steps, exceeding escalation thresholds.
• What L2 did: L2 verified hardware status, confirmed the nodes were out of warranty, and processed a return for a potentially defective unit. They also provided clear expectations and documented the case for future reference.
• Current state: Resolved via return process.
• L1 learning points:

1. Interpret LED states: Solid red on WHW01 often indicates a firmware or hardware fault—escalate early if basic resets fail.

2. Gather serial/firmware info: Collect model, serial, and firmware version before escalation to speed L2 diagnosis.

3. Set clear expectations: If hardware is suspected, explain return options upfront rather than promising uncertain email fixes.

#PR00005769 — Pending with Level 2

• What L1 saw: MX6200 parent node stuck in blinking blue LED; customer unable to stabilize. L1 performed multiple resets and an unsupported 5-press sequence without verifying WAN connectivity or collecting serial/warranty data.
• Why it escalated: L1 exhausted basic troubleshooting without confirming WAN status or gathering essential case details, triggering escalation.
• What L2 did: L2 reviewed the case, noted the missing serial/warranty info, and requested customer return for potential hardware replacement. They also documented the need for improved L1 diagnostics.
• Current state: Pending – awaiting customer return.
• L1 learning points:

1. Verify WAN first: Always check modem/WAN cable and LED before resetting mesh nodes.

2. Collect serial/warranty data: This is critical for escalation and return processing.

3. Use model-specific KB: MX6200 does not support 5-press reset for recovery—refer to KB for correct procedures.

Coach Appendix

Weekly Trend: A recurring pattern of inaccurate technical guidance (reset durations, product capabilities) and insufficient basic troubleshooting before escalation. Focus next week on tightening protocol adherence—especially model-specific reset steps and WAN/LED checks—and validating self-help resources before offering paid support.

This Week's Calls