trecia.malunjao@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 16 calls reviewed this week (range: 1.4 – 3.0 overall).

This Week's Coverage

Models Supported

Low performance on WHW03 and LN1600 calls suggests a need for deeper familiarity with these models’ setup and troubleshooting flows.

Problem Categories

Connectivity remains the dominant category with room for improvement. Focus on strengthening protocol adherence and technical accuracy for these cases.

What Went Well

Correct reset guidance for WHW03

Provided correct reset and pairing instructions for WHW03 (KB-aligned).

#LTS00130852

Accurate SPNM60 password recovery

Guided the customer to use the recovery key on the router label to reset the admin password [09:00–11:00], which is the correct procedure per KB (universal_web_browser_setup.md).

#LTS00131031

Growth Opportunities

Incorrect technical information on Wi‑Fi standards

Incorrectly stated Wi‑Fi 5 supports up to 2 Gbps [12:00] (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi‑Fi 7 as current technology [11:00] (KB: Wi‑Fi 7 is not mainstream or supported on most Linksys consumer models).

#LTS00130691

What “good” looks like:

• Reference exact KB limits when discussing speeds (e.g., “Wi‑Fi 5 on the 5 GHz band typically supports up to 866 Mbps”).
• Clarify product compatibility before mentioning newer standards like Wi‑Fi 7.

Protocol violations and incorrect reset guidance

Failed to identify router model despite customer providing clear clues (SPNM62). Instructed 5‑press reset - not supported on SPNM62 (contradicts KB: universal_mesh_full_rebuild.md). Provided wrong default admin password 'admin' - SPNM62 uses unique label password (contradicts KB: led_cog_mesh_group_d_spnm60_62.md).

#LTS00131197

What “good” looks like:

• Capture model and serial number within the first 2 minutes of the call.
• Verify product family before giving reset or pairing instructions.
• Use the unique label password for SPNM62 instead of assuming “admin”.

Next Week's Focus

1. Collect model/serial early: Ask for model and serial number within the first 90 seconds of every call.
2. Validate product family before instructions: Confirm whether the device is Cognitive Mesh (LN/MBE) or standard Velop (WHW/MX) before giving reset/pairing steps.
3. Reference KB limits for speeds: When discussing Wi‑Fi speeds, quote exact KB-supported numbers and note band limitations.
4. Offer self‑help even for out‑of‑warranty cases: Provide password‑recovery steps, factory‑reset guides, or paid‑support options when appropriate.

Technical Accuracy

Improvement

Incorrectly stated Wi‑Fi 5 supports up to 2 Gbps (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi‑Fi 7 as current technology (KB: Wi‑Fi 7 is not mainstream or supported on most Linksys consumer models).

#LTS00130691

Improvement

Provided inaccurate LED interpretation: claimed nodes turned solid green ([10:00], [11:00]) when customer reported blinking red. Velop nodes show solid purple (ready) or solid white (online), not green (KB: led_cog_mesh_group_d_spnm60_62.md). Used incorrect admin URL for Velop: referenced myrouter.info ([33:00]), which is specific to SPNM60/62 (KB: linksys_now_login_admin.md).

#LTS00130697

Improvement

Incorrectly stated that expired warranty voids all technical support, including basic password‑retrieval guidance (contradicts KB: universal_web_browser_setup.md and adjacent_connecting_devices.md). Failed to provide standard password‑retrieval steps: checking device label, accessing http://myrouter.local, or performing a factory reset (KB: universal_web_browser_setup.md, adjacent_connecting_devices.md).

#LTS00130727

Improvement

Failed to identify router model despite customer providing clear clues (SPNM62). Instructed 5‑press reset - not supported on SPNM62 (contradicts KB: universal_mesh_full_rebuild.md). Provided wrong default admin password 'admin' - SPNM62 uses unique label password (contradicts KB: led_cog_mesh_group_d_spnm60_62.md). Guided customer to configure WAN as 'another Wi‑Fi network' - invalid configuration (contradicts KB: linksys_now_advanced_settings.md).

#LTS00131197

Improvement

Applied incorrect reset duration for extenders (20s instead of 10‑15s) [08:00] (contradicts universal_mesh_full_rebuild.md). Provided contradictory Wi‑Fi configuration guidance (WPA2/WPA3 mixed) that triggered security warnings and disconnected devices [45:00] (contradicts adjacent_smart_home_iot.md compatibility guidance). Did not verify that the Spectrum modem was active or that internet was working before proceeding [17:00] (contradicts universal_mesh_full_rebuild.md WAN verification steps).

#LTS00131064

Improvement

Provided materially incorrect technical information: claimed the router admin password is the same as the Wi‑Fi password [16:00], which is false for LN1600 (KB: default admin password is 'admin' or recovery key-based). Failed to identify correct product family (AX / Max‑Stream) despite model number, risking misapplication of troubleshooting steps (KB: LN1600 uses 5‑press pairing, not Pair button).

#TE00131379

Improvement

Provided materially incorrect technical guidance: claimed a 'priority' feature would release in 2 hours via v19.6 beta ([24:00–25:00]), unsupported by KB. Directed customer to non‑existent 'CA Router setup' in web UI ([43:00–45:00]), contradicting KB guidance for SPNM models (http://myrouter.info).

#LTS00131385

Coaching Moments

Strength

Guided the customer to use the recovery key on the router label to reset the admin password [09:00–11:00], which is the correct procedure per KB (universal_web_browser_setup.md).

#LTS00131031

Improvement

The customer reported a WHW03 child node with a solid red LED and offline status. The agent confirmed the device was out of warranty, offered paid support, and emailed a reset guide with correct instructions per the KB. However, no verification of fix was performed, and protocol/communication issues persisted.

#LTS00130852

Improvement

Customer with a Velop MX6203 reports intermittent internet loss. Agent attempted web UI login, disabled IPv6, and checked Wi‑Fi priority, but failed to verify WAN connectivity, perform a power cycle, or update firmware. No fix was confirmed; a ticket was created and emailed. Root cause not diagnosed.

#LTS00034316

Improvement

The customer reported a child mesh node (SPNM55) flashing red/blue and would not pair with the parent node. Agent provided incorrect UI instructions, misdiagnosed firmware features, and failed to resolve the issue despite multiple reset and pairing attempts.

#LTS00131385

Escalation Lessons: What L2 Did

#TE00131379 — Resolved by Level 2

Coach Appendix

This appendix is for internal coaching context only.

• Top trend: Protocol violations dominate this week—model/serial collection delayed or omitted in 8/16 calls, leading to misapplied troubleshooting steps and unnecessary escalations.
• Key pattern: Technical inaccuracies (Wi‑Fi standards, reset methods, password assumptions) caused confusion and eroded customer trust. Focus next week on KB verification before instruction delivery.
• Evidence highlighted: Calls #LTS00130691, #LTS00131197, and #TE00131379 illustrate the cascade from early protocol gaps to escalation.

This Week's Calls