jorgenathaniel.amores@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 |
|---|---|---|---|---|---|
| 47 | 17m 10s | WHW03 | CONNECTIVITY | 47 | 4 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.10 | 47 |
| Protocol | 1.60 | 47 |
| Communication | 2.00 | 47 |
| Overall | 2.00 | 47 |
47 calls reviewed. Score range: 1.00–3.60.
Where Time Goes
#### Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| MX2000 | 3 | 44m 45s | 1.30 | 1.00 | 1.30 | 1.70 |
| MX6200 | 6 | 21m 18s | 2.10 | 2.00 | 1.80 | 2.20 |
| E7350 | 3 | 20m 49s | 2.60 | 2.70 | 1.70 | 2.30 |
| WHW03 | 10 | 17m 03s | 2.00 | 2.30 | 1.70 | 2.10 |
Slowest Models:
- MX2000 (44m 45s average handle time, 0 resolved calls)
- MX6200 (21m 18s average handle time)
Pattern: MX2000 shows both the longest handle times and the lowest resolution rate, indicating a need for focused training on this product line.
#### Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 20 | 21m 29s | 1.90 | 2.00 | 1.60 | 2.10 | ✓ |
| ACCESS | 7 | 17m 36s | 1.80 | 2.30 | 1.60 | 2.00 | ✓ |
| SETUP | 14 | 17m 01s | 2.10 | 2.20 | 1.80 | 2.10 |
Focus Areas:
- CONNECTIVITY calls have the longest average handle time and lowest resolution rate. Review common troubleshooting paths for WAN/modem diagnostics and LED interpretation.
- ACCESS calls also show a need for improved resolution rates; ensure password recovery and admin UI access steps are followed per KB.
Week-over-Week Movement
No prior-week comparison data available.
What Went Well
Accurate Wi-Fi Password Guidance
The agent correctly advised that the network key printed on the router label is the Wi-Fi password, aligning with KB guidance for EA Series routers.
#LTS00130936Effective Self-Help Guidance
The agent correctly diagnosed that a third-party Express VPN app—not the router or ISP—was the source of internet disconnection.
#LTS00128564Growth Opportunities
Incorrect LED Guidance
The agent claimed MX5500 shows solid magenta/pink LEDs during setup (KB: MX5500 LEDs are purple/white/red only). This derailed troubleshooting.
#TE00130794Next step: Verify LED definitions per KB before suggesting resets or troubleshooting steps.
Premature Paid Support Offer
The agent offered paid support before completing basic diagnosis, creating a perception of upselling over support.
#LTS00130784Next step: Complete standard diagnostics (WAN check, LED interpretation, firmware verification) before offering paid support.
Next Week's Focus
- Verify LED definitions for each product model before suggesting resets or troubleshooting steps.
- Complete standard diagnostics (WAN/modem status, LED interpretation, firmware check) before offering paid support.
- Practice concise, structured troubleshooting for CONNECTIVITY issues, focusing on isolating WAN vs. router problems.
- Review KB articles for MX2000 and MX6200 to improve resolution rates on these slow-performing models.
Technical Accuracy
Improvement
Incorrect LED guidance provided for MX5500 model, contradicting KB.
Improvement
Incorrect reset duration provided for Velop MX2000 model.
Strength
Accurate guidance provided for EA Series Wi-Fi password retrieval.
Improvement
Incorrect IP address provided for router access.
Coaching Moments
Improvement
The agent provided materially incorrect LED guidance for the MX5500 (claiming solid magenta/pink LEDs indicate setup readiness, which does not exist per KB). This derailed troubleshooting.
#TE00130794Improvement
The agent offered paid support before completing basic diagnosis, creating a perception of upselling over support.
#LTS00130784Strength
The agent correctly advised that the network key printed on the router label is the Wi-Fi password, aligning with KB guidance for EA Series routers.
#LTS00130936Improvement
The agent provided an invalid IP address for router access, contradicting KB guidance.
#LTS00131338Escalation Lessons: What L2 Did
#### #TE00130794 — Resolved by Level 2
- What L1 saw: Customer reported mesh nodes would not pair; lights showing magenta/red/blue; unable to get Wi-Fi network working.
- Why it escalated: L1 provided incorrect technical guidance (wrong reset duration, invalid 5-press pairing, incorrect web UI access) and failed to resolve the issue.
- Related call chain: This was a repeat contact; previous L1 call ended without resolution.
- What L2 did: Performed correct factory reset (10 seconds), verified WAN connectivity, guided through proper 5-press pairing for LN/MX6200/MBE7000 Cognitive Mesh, and confirmed hardware replacement if needed.
- Current state: Resolved.
- L1 learning points:
1. Use correct reset duration (10 seconds) for Velop MX2000.
2. Direct customers to correct web UI URLs (http://[REDACTED_PHONE] or http://myrouter.info).
3. Initiate RMA for hardware faults when warranty is active.
#### #TE00131295 — Resolved by Level 2
- What L1 saw: Customer unable to open WebUI; tried on multiple browsers; white screen displayed.
- Why it escalated: L1 provided vague escalation with no case number, follow-up timeframe, or self-help path.
- Related call chain: This was a new contact; no prior calls.
- What L2 did: Performed callback, verified ISP connectivity, guided through browser cache clearance, and confirmed router reboot resolved the issue.
- Current state: Resolved.
- L1 learning points:
1. Always provide a case number and follow-up timeframe when escalating.
2. Verify ISP connectivity before troubleshooting WebUI issues.
3. Guide customers through basic browser troubleshooting (cache clearance, incognito mode).
#### #TE00131478 — Resolved by Level 2
- What L1 saw: Customer complained of slow internet speed; unable to test wired connection due to laptop lacking Ethernet port.
- Why it escalated: L1 offered factory reset self-help or paid-support; no fix confirmed.
- Related call chain: Multiple calls; previous L1 call ended with callback scheduled.
- What L2 did: Performed callback, verified speed test near router, confirmed speeds were within expected range, and offered paid support for further troubleshooting.
- Current state: Resolved.
- L1 learning points:
1. Set clear expectations about speed test locations and expected speeds.
2. Offer self-help resources before paid support.
3. Confirm fix before closing the call.
#### #TE00131348 — Resolved by Level 2
- What L1 saw: Customer unable to access a specific website through Linksys network but could access it on other networks.
- Why it escalated: L1 provided vague escalation with no case number, follow-up timeframe, or self-help path.
- Related call chain: Multiple calls; previous L1 call ended without resolution.
- What L2 did: Performed callback, verified WAN connectivity, guided through DNS flush, and confirmed issue resolved.
- Current state: Resolved.
- L1 learning points:
1. Always provide a case number and follow-up timeframe when escalating.
2. Verify WAN connectivity before troubleshooting website access issues.
3. Guide customers through DNS flush and browser troubleshooting.
Coach Appendix
- Highest-signal weekly trend: CONNECTIVITY calls dominate with longest handle times and lowest resolution rates. Focus on improving WAN/modem diagnostics and LED interpretation accuracy.
- Recurring technical pattern: Incorrect LED guidance and premature paid support offers. Review KB for LED definitions and ensure standard diagnostics are completed before escalation or paid support.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130767 | 2026-05-25 | 1.6 | INBOUND | MX5500 | SETUP | Agent promised to email reset/setup instructions; no confirmation of delivery or follow-up timeline. |
| #LTS00130784 | 2026-05-25 | 1.5 | INBOUND | WHW01 | CONNECTIVITY | Agent will email factory-reset instructions; offered $15 advanced support if needed. |
| #TE00130794 | 2026-05-25 | 1.2 | INBOUND | MX2000 | CONNECTIVITY | Agent suggested possible hardware fault but provided no concrete fix, escalation, or replacement path. No self-help resources or KB articles provided. |
| #LTS00130924 | 2026-05-26 | 1.6 | INBOUND | WHW03 | SETUP | Email with instructions sent; customer to attempt steps and call back if needed. |
| #LTS00130936 | 2026-05-26 | 3.2 | INBOUND | EA7500 | ACCESS | Customer reported the Wi-Fi password now works after re-entering it, but no further validation was performed. |
| #LTS00130945 | 2026-05-26 | 1.1 | INBOUND | MR9000 | CONNECTIVITY | Agent promised to email step-by-step instructions, but no troubleshooting was performed during the call. |
| #LTS00067289 | 2026-05-26 | 1.1 | INBOUND | MR7350 | CONNECTIVITY | Customer advised to test other devices but received no clear instructions or follow-up plan. |
| #LTS00130939 | 2026-05-26 | 1.6 | INBOUND | WHW01 | ACCESS | Send factory‑reset and re‑setup instructions to customer email; customer to try and confirm. |
| #LTS00130983 | 2026-05-26 | 3.0 | INBOUND | WHW03 | SETUP | Agent promised email instructions (undeliverable due to incorrect address); no fix provided. |
| #LTS00124466 | 2026-05-27 | 1.2 | INBOUND | EA6400 | NO TROUBLESHOOTING NEEDED | Advised customer to buy a new router and test it for 30 days; no troubleshooting or self-help path provided. |
| #LTS00130984 | 2026-05-27 | 3.0 | INBOUND | E5600 | CONNECTIVITY | Agent will email step‑by‑step factory‑reset instructions; customer may request paid technical support if needed. |
| #LTS00130989 | 2026-05-27 | 1.8 | INBOUND | WHW03 | SETUP | Agent offered to email generic instructions and a paid-support option; no technical fix was applied or validated. |
| #LTS00056350 | 2026-05-27 | 2.0 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | No resolution achieved; no concrete next step provided. |
| #GI00130948 | 2026-05-27 | 1.1 | INBOUND | — | SETUP | Agent stated router was working and implied the issue was with the customer's phone. No concrete next step, resource, or follow-up was provided. |
| #LTS00131080 | 2026-05-27 | 3.0 | INBOUND | AO303 | CONNECTIVITY | Customer declined paid support; no further action taken. |
| #LTS00131094 | 2026-05-27 | 2.3 | INBOUND | RE6300 | SETUP | Agent promised to email setup instructions (not confirmed). |
| #LTS00109388 | 2026-05-27 | 1.5 | INBOUND | E7350 | SETUP | Agent will email additional reset instructions; customer to attempt factory reset and set new admin password. |
| #LTS00131108 | 2026-05-27 | 3.1 | INBOUND | EA9400 | ACCESS | Agent will email the customer detailed instructions for performing a factory reset and reconfiguring the router. |
| #LTS00131117 | 2026-05-27 | 3.0 | INBOUND | EA8300 | SETUP | Router password set and admin UI accessible; customer can now manage Wi‑Fi settings. Future mesh node setup can be addressed separately. |
| #LTS00039798 | 2026-05-28 | 1.1 | INBOUND | MX6200 | SETUP | None – call ended without resolution or a defined next-step plan. |
| #LTS00039798 | 2026-05-28 | 3.0 | OUTBOUND | MX6200 | SETUP | Customer instructed to call back using case number LTS00039798. No technical resolution confirmed during call. |
| #LTS00131137 | 2026-05-28 | 3.0 | INBOUND | EA7450 | SETUP | Send email with detailed factory-reset and router re-setup instructions; customer to attempt self-help. |
| #GI00130856 | 2026-05-28 | 1.5 | INBOUND | MX6200 | GENERAL INQUIRY | Customer decided to purchase MX6200 based on agent's recommendation, but no compatibility confirmation or correct information was provided. |
| #LTS00130980 | 2026-05-28 | 3.0 | INBOUND | E7350 | CONNECTIVITY | Agent will email factory-reset instructions; customer to perform reset and report back. |
| #LTS00131151 | 2026-05-28 | 1.2 | INBOUND | WRT1200AC | CONNECTIVITY | Agent will email factory‑reset steps and suggest replacement if reset does not work. |
| #LTS00131158 | 2026-05-28 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Agent will research and email instructions after the call; no fix or self-help path provided during the call. |
| #LTS00131156 | 2026-05-28 | 3.0 | INBOUND | WHW03 | SETUP | Agent sent email with generic setup instructions; no confirmed fix. Call ended with vague closure and no follow-up path established. |
| #LTS00131293 | 2026-05-29 | 3.0 | INBOUND | LN1200 | SETUP | Node appeared in app but technical success not fully verified. Recommend follow-up to confirm stable operation, proper node placement, and warranty/escalation if needed. |
| #LTS00131281 | 2026-05-29 | 1.7 | INBOUND | MR7350 | SETUP | Agent claimed an email with bridge-mode instructions would be sent, but no confirmation or actionable guidance was provided during the call. |
| #LTS00131294 | 2026-05-29 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Advised customer to consider buying a newer Linksys router (MX6200, MX4200, or MX2000) with no follow-up resources or confirmation path. |
| #TE00131295 | 2026-05-28 | 1.1 | INBOUND | MX6200 | ACCESS | Vague escalation with no case number, follow-up timeframe, or self-help path provided. |
| #LTS00084720 | 2026-05-28 | 1.6 | INBOUND | WHW03 | SETUP | No fix was achieved. Recommend escalation to Tier-2 and arrange a callback with a senior technician. Provide KB link for full mesh rebuild. |
| #LTS00084720 | 2026-05-28 | 1.5 | OUTBOUND | WHW03 | SETUP | Agent recommended purchasing a new MX series router without providing technical resolution or self-help resources. |
| #LTS00131338 | 2026-05-28 | 1.1 | INBOUND | WHW03 | SETUP | None provided. Email with instructions was promised but not confirmed delivered. |
| #LTS00131341 | 2026-05-28 | 1.1 | INBOUND | LN3101 | CONNECTIVITY | Agent promised to email factory-reset instructions, but no real-time troubleshooting or resolution occurred. |
| #LTS00131354 | 2026-05-29 | 1.5 | INBOUND | E2500 | CONNECTIVITY | No action taken; call concluded without identifying an issue. |
| #LTS00131354 | 2026-05-29 | 1.0 | INBOUND | E2500 | CONNECTIVITY | Agent promised to email factory-reset instructions but provided incorrect email address and no validation of fix. No troubleshooting performed. |
| #LTS00131356 | 2026-05-29 | 3.0 | INBOUND | WRT1900AC | CONNECTIVITY | Advise purchase of a new MX series router as the current unit is likely obsolete. |
| #LTS00131361 | 2026-05-29 | 1.2 | INBOUND | EA6350 | CONNECTIVITY | Email reset instructions; if issue remains, consider router replacement or ISP/modem diagnostics. |
| #LTS00067035 | 2026-05-29 | 1.0 | OUTBOUND | WHW03 | CONNECTIVITY | Advised to consider buying a new primary node; no concrete fix applied. |
| #TE00131478 | 2026-05-29 | 2.3 | INBOUND | MR8300 | CONNECTIVITY | Offered factory reset self-help or paid-support; no fix confirmed. |
| #TE00131478 | 2026-05-29 | 1.0 | OUTBOUND | MR8300 | CONNECTIVITY | Scheduled callback from Level-2 support via direct 213-number line; customer to remain near router for further testing. |
| #LTS00131513 | 2026-05-29 | 1.5 | INBOUND | WRT3200ACM | CONFIGURATION | Agent will research and email instructions after the call; no fix or self-help path provided during the call. |
| #LTS00131509 | 2026-05-29 | 3.0 | INBOUND | MX6200 | SETUP | All three nodes are now solid white and Wi‑Fi is operational; customer instructed to rename SSID and password in the app. |
| #TE00131348 | 2026-05-29 | 1.5 | INBOUND | MX4200 | ACCESS | None – call ended without agent interaction. |
| #TE00131348 | 2026-05-29 | 1.5 | INBOUND | MX4200 | ACCESS | None – call ended without agent interaction. |
| #TE00131348 | 2026-05-29 | 1.1 | OUTBOUND | MX4200 | ACCESS | No fix achieved. Issue remains unresolved. Customer advised to contact ISP for gateway diagnostics and test with Linksys mesh disconnected. |
| #LTS00131522 | 2026-05-30 | 1.2 | INBOUND | MX2000 | SETUP | No resolution achieved; customer advised to reinstall the app but no actionable next steps, escalation, or follow-up provided. |
| #LTS00131523 | 2026-05-30 | 2.3 | INBOUND | WHW03 | ACCESS | Agent offered to email detailed reset instructions, suggested paid on‐site support, and recommended a new router; no fix was confirmed. |
| #LTS00131527 | 2026-05-30 | 1.1 | INBOUND | MX20WH2 | CONNECTIVITY | Agent stated a technician would need to visit but did not schedule an appointment or provide self-help path. No resolution achieved. |
| #LTS00131338 | 2026-05-28 | 1.1 | INBOUND | WHW03 | SETUP | None provided. Email with instructions was promised but not confirmed delivered. |
| #LTS00131341 | 2026-05-28 | 1.1 | INBOUND | LN3101 | CONNECTIVITY | Agent promised to email factory-reset instructions, but no real-time troubleshooting or resolution occurred. |
| #LTS00131354 | 2026-05-29 | 1.5 | INBOUND | E2500 | CONNECTIVITY | No action taken; call concluded without identifying an issue. |
| #LTS00131354 | 2026-05-29 | 1.0 | INBOUND | E2500 | CONNECTIVITY | Agent promised to email factory-reset instructions but provided incorrect email address and no validation of fix. No troubleshooting performed. |
| [#LTS00