rubierosa.levi@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 |
|---|---|---|---|---|---|
| 7 | 30m 12s | MX2000 | ACCESS | 7 | 2 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.57 | 7 |
| Protocol | 1.71 | 7 |
| Communication | 2.43 | 7 |
| Overall | 1.86 | 7 |
Scores reflect a week with limited call volume (7 calls reviewed).
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MX2000 | 2 | 1.30 |
| SPNM62CF | 1 | 3.00 |
| SPNMX42 | 1 | 1.20 |
| MX6200 | 1 | 1.40 |
| MX2001SH | 1 | 1.50 |
| MBE7000 | 1 | 1.80 |
Pattern Note: Lower scores on MX2000 calls suggest familiarity gaps with this device’s setup flow, especially around bridge mode and WAN connectivity.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| ACCESS | 3 | 1.47 | ✓ |
| SETUP | 1 | 1.10 | ✓ |
| CONNECTIVITY | 2 | 2.25 | ✓ |
| HARDWARE | 1 | 3.00 |
ACCESS Category: The recurring ACCESS issues (login failures, app detection) point to a need for targeted coaching on model-specific admin access and app troubleshooting.
SETUP Category: The single SETUP call had the lowest score, indicating a need to reinforce structured troubleshooting for complex configurations like mesh behind existing routers.
What Went Well
Professional communication in follow-up calls
“oh, yeah, that's good. Yes, sir, that's good. Is, like, for example, um, the child node upstairs will connect to the child node downstairs, cuz, uh, that's in between, sir. That's actually a good setup. Yes, good job.”
The agent maintained a polite and professional tone throughout the follow-up call, acknowledging the customer’s efforts and providing clear next steps.
Growth Opportunities
Technical accuracy in troubleshooting guidance
The agent provided materially incorrect technical instructions in several calls, leading to confusion and unresolved issues. For example:
“Other O&T. Oh, so you will still be paying for the bridge mode so when can we set up this router, sir? Or is the O&T already on bridge mode right now because you said you need to set it up under bridge mode oh you mean the Linksys router should be set up into bridge mode?”
What “good” looks like:
- Verify model-specific capabilities before suggesting features (e.g., bridge mode is unsupported on MX series).
- Confirm upstream internet connectivity before proceeding with configuration changes.
- Use correct wiring topology: MX2000 WAN should connect to modem/ONT, not another router’s LAN port.
Protocol adherence in case documentation
In several calls, essential information was missing, and escalation paths were unclear:
“No serial number collected, no warranty status confirmed, and no HappyFox case created despite clear need for escalation.”
What “good” looks like:
- Always collect model, serial number, and warranty status early in the call.
- Create a HappyFox case for any unresolved issue or when escalation is likely.
- Document clear next steps and follow-up actions for the customer and internal teams.
Next Week's Focus
- Model-specific troubleshooting: Review KB articles for MX2000 and SPNMX42 setup requirements, especially around WAN connectivity and admin access.
- Serial number and warranty collection: Add these as mandatory first steps in your call opening script.
- Escalation readiness: Before ending a call, confirm whether a case should be created and ensure all necessary details are captured.
- App troubleshooting: Practice standard steps for Linksys app detection issues (logout/reinstall, cache clear, version check).
Technical Accuracy
Improvement
Agent provided incorrect admin URL ([REDACTED_PHONE]) for SPNM42; correct URL is http://myrouter.info.
Improvement
Agent provided incorrect default router password (admin) for MBE7000; correct default is same as Wi‑Fi password, username is root.
Improvement
Agent provided a materially false technical explanation for error 2123, claiming it was due to a “merchant file” with “invalid syntax.”
Improvement
Agent failed to perform any troubleshooting for mesh connectivity issue despite customer explicitly stating the child node was not connecting to the parent.
Escalation Lessons: What L2 Did
#TE00130835 — Resolved by Level 2
| What L1 saw: | Customer couldn’t log into Linksys app using default password printed on SPNM42 router. L1 attempted incorrect URLs ([REDACTED_PHONE], myrouter.local) and wrong reset steps (20‑second press, pink light). |
|---|---|
| Why it escalated: | L1 provided factually incorrect admin URLs and reset instructions specific to SPNM42, leading to unresolved login failure after 48 minutes. |
| What L2 did: | L2 confirmed correct admin URL (http://myrouter.info), performed proper 10‑second reset, verified warranty status, and guided customer through successful login. |
| Current state: | Resolved. |
| L1 learning points: | 1. Always use model-specific admin URLs—SPNM42 requires http://myrouter.info. 2. SPNM42 reset is a 10‑second press, not 20 seconds. 3. Collect serial number and verify warranty early to determine support path. |
#TE00130994 — Resolved by Level 2
| What L1 saw: | MX6200 user reported Linksys app showing zero devices and error 2123. L1 suggested node restart and directed to linksysmartwifi.com, but provided a fabricated explanation about a “merchant file.” |
|---|---|
| Why it escalated: | L1 offered no valid escalation path despite customer’s request to have app logs reviewed by developers. |
| What L2 did: | L2 explained that error 2123 relates to discontinued Linksys Smart Wi‑Fi services, advised a factory reset, and requested sysinfo logs for further investigation. |
| Current state: | Resolved after customer provided logs and followed reset instructions. |
| L1 learning points: | 1. Avoid inventing technical causes—error 2123 is documented as a service-discontinuation issue. 2. For MX series, use myrouter.local or [REDACTED_PHONE] for local UI access, not linksysmartwifi.com. 3. When customers request log review, collect logs and document the request clearly before escalating. |
Coach Appendix
Highest-signal weekly trend: Persistent technical inaccuracies in model-specific guidance (MX2000 bridge mode, SPNM42 admin URLs, MBE7000 default credentials) led to unresolved issues and escalations. Focus next week on reinforcing model-specific KB references and structured information gathering (serial, warranty, case creation) to reduce repeat errors and improve first-call resolution.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130689 | 2026-05-25 07:07:09+00:00 | 1.1 | OUTBOUND | MX2000 | SETUP | Customer chose to abandon attempt; no functional configuration achieved. |
| #LTS00130692 | 2026-05-25 08:26:44+00:00 | 1.8 | INBOUND | MBE7000 | ACCESS | Agent promised to email an OpenWRT article; no technical resolution achieved. |
| #TE00130835 | 2026-05-26 10:02:29+00:00 | 1.2 | INBOUND | SPNMX42 | ACCESS | No resolution achieved. Recommend escalation to senior support for correct admin login procedure and warranty verification. |
| #TE00130994 | 2026-05-27 02:31:35+00:00 | 1.4 | INBOUND | MX6200 | ACCESS | None – agent insisted on node restart despite refusal and provided no alternative path. Failed to acknowledge or act on customer's request to have app logs reviewed by developers. |
| #LTS00130683 | 2026-05-27 06:48:13+00:00 | 1.5 | OUTBOUND | MX2001SH | CONNECTIVITY | No resolution. Agent advised customer to call back if further assistance is needed. |
| #LTS00131014 | 2026-05-27 10:13:33+00:00 | 3.0 | INBOUND | SPNM62CF | HARDWARE | Advised customer to contact Community Fiber ISP support; provided two hotline numbers. |
| #LTS00131363 | 2026-05-29 02:56:49+00:00 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Sent KB article via email; customer may call back for paid support if article fails. No technical fix applied. |