vennemir.calvin@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

*Scores reflect a week with 34 calls reviewed. Overall scores ranged from 1.1 to 3.9.

This Week's Coverage

Models Supported

Key pattern: Lower scores on MX5500 and WHW03 calls suggest a need for deeper familiarity with these models’ setup and troubleshooting flows.

Problem Categories

Connectivity & Setup remain the highest-volume categories with room for improvement. Focus on these areas will help raise overall scores.

What Went Well

✔️ Accurate Warranty Communication

“Based on the previous conversation that you had with our technician as well, I'll set your expectations that your router has already been considered as an end of life product. It is no longer being manufactured and the support for the unit has already ended.”

#LTS00094375

The agent clearly and professionally set expectations around warranty status, avoiding confusion for the customer.

✔️ Effective Use of Local Admin Access

“I directed the customer to open the Linksys app and locate the router password change screen. I walked the customer through changing and saving the new admin password.”

#LTS00077800

Guided the customer through a successful password reset using the Linksys app, restoring access without unnecessary complexity.

Growth Opportunities

❗ Incorrect Technical Guidance

“I incorrectly stated that remote access is no longer supported… This is factually incorrect and materially impacts the customer's multi-residence management.”

#LTS00131392

What “good” looks like:

• Verify product capabilities before stating limitations.
• Reference KB articles or internal documentation to confirm support status.
• Provide accurate, up-to-date information to avoid customer confusion and rework.

❗ Missing Critical Product Details

“I never asked for or confirmed the router model number… Model number is critical for accurate troubleshooting and KB alignment.”

#LTS00130705

What “good” looks like:

• Always collect model and serial number early in the call.
• Use this information to guide accurate, model-specific troubleshooting.
• Document these details in the case for future reference and continuity.

Next Week's Focus

1. Start every call by confirming the exact product model and serial number. This ensures accurate guidance and avoids misdirected troubleshooting.
2. Verify product support status and capabilities before stating limitations. Cross-check with KB or internal resources.
3. Use clear, step-by-step instructions when guiding customers through resets or app navigation. Avoid assumptions about the customer’s familiarity.
4. Improve empathy and call control during high-stress interactions. Acknowledge the customer’s frustration and summarize next steps clearly before closing.

Technical Accuracy

Improvement

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

#LTS00101153

Improvement

Agent provided invalid URL (martmartwifif.com) in call_id: 911372bc-59f8-11f1-8160-42010a62006f, which is a severe accuracy error and safety risk.

#LTS00125542

Improvement

Agent incorrectly instructed 20-second factory reset for WHW01 in call_id: 013c9264-5a97-11f1-9242-42010a62006f. KB specifies 10 seconds for WHW series.

#LTS00131214

Improvement

Agent misrepresented MX2000 as a mesh system with 'child nodes' in call_id: 1ee47c54-5acf-11f1-a16e-42010a62006f, despite it being a single-unit router per KB.

#LTS00131305

Improvement

Agent incorrectly stated that solid blue LED indicates normal operation for LN1100 in call_id: f5a8272a-59f0-11f1-a686-42010a62006f. KB states solid blue indicates setup mode, not normal operation.

#LTS00095569

Coaching Moments

Improvement

“All right, thank you so much for patiently waiting, Miss Gina, and I do apologize…”

The agent acknowledged hold time and apologized, showing basic courtesy. However, this was isolated; consistent empathy throughout calls is needed.

Improvement

“I see. Is there any kind of light on the router as well? the LED light is solidly set. Correct? All right. What's the model of the router?”

The agent correctly identified the need to verify LED status but missed collecting the model number, a critical protocol step.

Escalation Lessons: What L2 Did

#TE00122939 — Resolved by Level 2

• What L1 saw: Customer lost internet after upgrading to a new Comcast modem; mesh nodes showed no connectivity.
• Why it escalated: L1 failed to collect product details, misapplied a 5-press reset (invalid for Velop), and did not confirm modem testing.
• What L2 did: Verified modem connectivity, guided a proper factory reset, and confirmed node re-pairing.
• Current state: Resolved — all nodes now online and customer can access Wi‑Fi.
• L1 learning points:

1. Always collect model/serial before troubleshooting.

2. For Velop (WHW), use factory reset + admin page access, not 5-press method.

3. Test modem directly with a laptop before resetting the router.

#TE00092429 — Resolved by Level 2

• What L1 saw: Customer couldn’t verify Linksys account due to a non-working verification link.
• Why it escalated: L1 did not use internal tools to bypass verification and repeatedly asked for screenshots without progress.
• What L2 did: Used internal access to verify the account and guided the customer through alternative verification steps.
• Current state: Resolved — account verified and customer can now use the Linksys app.
• L1 learning points:

1. When account verification fails, attempt internal verification or guide the customer to use a secondary email.

2. Avoid repetitive requests for the same information without progress.

3. Document escalation reasons clearly for L2 continuity.

Coach Appendix

• Weekly trend: Accuracy and protocol scores are consistently below target, driven by missing product details and incorrect technical guidance.
• Key pattern: Calls involving MX5500 and WHW03 models show the lowest scores, indicating a need for targeted product familiarity training.
• Critical focus: Ensure every call starts with model/serial collection and that all technical guidance is verified against KB before delivery.

This Week's Calls