jeraldjun.villanubos@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores range from 1.0 to 4.2.

Where Time Goes

Models Supported

MX6200 and EA7430 dominate handle time. MX6200’s high overall score (2.8) suggests efficiency despite complexity, while EA7430’s low protocol score (1.0) signals missed steps.

Problem Categories

CONNECTIVITY and ACCESS require focus. CONNECTIVITY’s low accuracy (1.6) and protocol (1.5) scores highlight inconsistent troubleshooting. ACCESS’s low accuracy (1.3) suggests account/login challenges need clearer guidance.

What Went Well

Effective use of router admin URL

Guided customers to access router settings via http://[REDACTED_PHONE] for firmware updates, mesh pairing, and configuration changes.

“Okay, I’m in Edge. 192.168.1.1. Okay. It seems like we might need to do another reset on this router. We cannot proceed without accessing the web settings.”

#LTS00130900

Clear guidance for mesh node pairing

Provided precise placement and pairing instructions for MX6200 and WHW03 nodes, ensuring successful connections.

“All child nodes are now solid white and fully paired; customer can relocate them as desired.”

#LTS00131069

Growth Opportunities

Incorrect technical guidance on reset procedures

Provided inaccurate reset durations (20 seconds, 1 minute) for MR7500, MX6200, and WRT3200ACM, contradicting KB standards.

“Press the r… [reset button] for 20 seconds until the LED blinks.”

#LTS00130796

What “good” looks like: Use KB-specified reset times (10–15 seconds for Velop/MX series, 10 seconds for WRT3200ACM) and verify LED behavior before proceeding.

Premature or incorrect paid support offers

Offered paid support without verifying warranty status or attempting basic troubleshooting, creating friction.

“This is one hour of troubleshooting and it is not refundable. Also, I cannot guarantee that we can fix the problem.”

#LTS00130791

What “good” looks like: Confirm warranty eligibility, attempt free self-help steps (reset, firmware update), and only offer paid support when justified.

Next Week’s Focus

• Verify reset procedures: Confirm model-specific reset durations (10–15 seconds for MX/Velop, 10 seconds for WRT3200ACM) and LED expectations before instructing customers.
• Warranty checks first: Systematically verify warranty status before discussing paid support options.
• Structured troubleshooting: For connectivity issues, follow the KB sequence: power-cycle → WAN check → reset → firmware update → escalation.
• Clear escalation paths: When escalating, document L1 steps taken and set explicit callback windows.

Technical Accuracy

Improvement

Incorrect reset duration guidance for MR7500 (Call ID: 130796).

MR7500 has no default password; login field is blank by default or uses Wi‑Fi password (Call ID: 130796).

#LTS00130796

Improvement

Incorrect driver availability information provided (Call ID: 130791).

#LTS00130791

Strength

Correctly directed customer to access router admin page (Call ID: 1c6c0cb6-5850-11f1-9019-42010a623f91).

#LTS00130740

Escalation Lessons: What L2 Did

#TE00130963 — Resolved by Level 2

• What L1 saw: Customer reported selective connectivity issue — specific apps (Walmart, Amazon) and Roku TV unable to access internet while browsing worked.
• Why it escalated: L1 attempted resets and reconfiguration without verifying WAN status or isolating the issue; customer remained unresolved after multiple attempts.
• What L2 did: Performed advanced troubleshooting, including firmware re-flash, network isolation, and ISP coordination. Confirmed router firmware was outdated and applied the latest stable build.
• Current state: Resolved.
• L1 learning points:

1. For selective app connectivity, verify WAN status and perform firmware update before advanced steps.

2. Collect model/serial/firmware details early to guide troubleshooting.

3. Document exact troubleshooting sequence and outcomes for escalation handoff.

#TE00131114 — Resolved by Level 2

• What L1 saw: LAPAC1750C (EOS) lost internet after power outage; customer unable to reconnect.
• Why it escalated: L1 declared device unsupported without verifying EOS status or attempting basic resets.
• What L2 did: Confirmed EOS status, guided customer through factory reset, and provided self-help resources for legacy device setup.
• Current state: Resolved.
• L1 learning points:

1. Verify EOS status via internal tools before declaring unsupported.

2. For EOS devices, provide self-help guides or direct to community forums.

3. Always attempt basic resets (power-cycle, factory reset) before escalation.

#TE00131111 — Resolved by Level 2

• What L1 saw: EA9300 showed internet connection but no speed; direct modem-to-computer worked.
• Why it escalated: L1 provided incorrect support email and misidentified LED states, failing to resolve.
• What L2 did: Verified WAN status, guided through firmware update, and confirmed router was not in bridge mode.
• Current state: Resolved.
• L1 learning points:

1. Interpret LED states correctly (orange globe = no internet).

2. Verify WAN connectivity before firmware updates.

3. Use correct support domains (linksys.com, not linksync.com).

#TE00131346 — Resolved by Level 2

• What L1 saw: WRT3200ACM no internet after modem replacement; WAN IP not obtained.
• Why it escalated: L1 collected credit-card details (PCI violation) and suggested unsupported MAC cloning.
• What L2 did: Guided through proper WAN diagnostics, confirmed modem activation, and reset router without payment.
• Current state: Resolved.
• L1 learning points:

1. Never collect payment details over phone; use secure portals.

2. For WAN issues, verify modem activation and perform router reset.

3. Avoid unsupported workarounds like MAC cloning.

Coach Appendix

• Top trend: 65% of calls involved connectivity issues, often resolved with firmware updates or resets.
• Key pattern: Inconsistent reset instructions and premature paid support offers created friction and escalations.
• Evidence: Calls 130796, 130900, 131346 highlight reset procedure errors; calls 130761, 130791, 130883 show premature paid support.

This Week's Calls