# joziel.licmoan@concentrix.com — Coaching Report

## Week of 2026-05-25 – 2026-05-31

## At a Glance

## Scorecard

32 calls reviewed. Score range: 1.3 (lowest) – 3.5 (highest).

## Where Time Goes

#### Models Supported

Key Observations:

• RE6350 and MX6200 dominate handle time, combining complex mesh troubleshooting with frequent protocol deviations (e.g., incorrect reset durations).
• WHW03 shows moderate scores but longer handles due to LED misinterpretation and app-pairing confusion.

#### Problem Categories

Focus Area: CONNECTIVITY

• Pattern: Extended handles stem from repeated reset attempts, WAN LED misreads, and insufficient ISP verification.
• Watch: Confirm WAN status before resets; use KB-defined LED states (e.g., solid red = error on WHW03, not “poor signal”).

## Week-over-Week Movement

No prior-week comparison data provided.

## What Went Well

1. Accurate Model Identification & KB Alignment

- Correctly identified MX6200 mesh systems early and applied KB-aligned steps (e.g., 5-press pairing).

- Example: Guided customer through successful mesh recovery after app troubleshooting failed.

- #TE00023348

1. Effective App-Based Troubleshooting

- Used Linksys app to verify node status, confirm resolution, and restore connectivity on MX4200 and WHW03 systems.

- #LTS00130978

- #LTS00131054

1. Clear Self-Help Paths

- Provided step-by-step email instructions for out-of-warranty devices (e.g., EA6500, WHW03), enabling customer-led resolution.

## Growth Opportunities

1. Reset Procedure Accuracy

- Issue: Repeated 30-second resets instructed for WHW03 and MX6200 (KB specifies ~10–15 seconds).

- Next Step: Use model-specific reset times:

- WHW03/Velop: Hold reset 10 seconds until LED off.

- MX6200: Hold reset ~15 seconds or use 5-press method.

- #LTS00130964

- #LTS00130946

1. Critical Product Detail Collection

- Issue: Serial numbers, warranty status, and exact models (e.g., EA6500 v2) often missing, leading to misaligned guidance.

- Next Step: Systematically collect:

1. Full serial number

2. Warranty status via lookup

3. Exact model/variant (e.g., “MX6200 Pro 6E”)

- #LTS00025493

- #LTS00131510

## Next Week's Focus

• Practice model-specific reset durations (10s for WHW03, 15s for MX6200) during calls.
• Add a “3-Point Check” before troubleshooting:

1. Confirm model/serial

2. Verify WAN/ISP status

3. Document LED states

• Use the Linksys app for mesh diagnostics as first step on MX/WHW series.
• Escalate early when LED states contradict KB (e.g., solid red on WHW03 = hardware fault).

## Technical Accuracy

## Coaching Moments

## Escalation Lessons: What L2 Did

#### ### #TE00023348 — Resolved by Level 2

• What L1 Saw: MX6200 mesh with intermittent disconnects, red LED on parent node. Customer reported Wi-Fi dropping 3–4 times/day.
• Why It Escalated: L1 monitoring plan failed; node remained unstable after resets.
• Related Call Chain:

- L1 (joziel) set monitoring; issue persisted → escalated.

- L2 monitored for 24h, confirmed ISP handoff, and validated firmware sync.

• What L2 Did:

- Verified ISP modem sync via ipconfig and netsh int ip reset.

- Updated parent node firmware to latest build (2025.09).

- Re-paired child nodes via Linksys app after confirming WAN LED solid green.

• Current State: Resolved; customer advised to monitor for 48h.
• L1 Learning Points:

1. Confirm WAN LED green before resets.

2. Use netsh int ip reset for IP conflicts.

3. Escalate when monitoring fails after two attempts.

#### ### #TE00131280 — Resolved by Level 2

• What L1 Saw: EA7450 unable to access banking sites; worked via TP-Link extender.
• Why It Escalated: L1 could not isolate issue to router or ISP; no DNS/LED checks performed.
• What L2 Did:

- Ran nslookup to confirm DNS resolution.

- Checked WAN LED (solid green) and confirmed ISP sync.

- Reconfigured DHCP and firewall rules via CLI.

• L1 Learning Points:

1. Always check WAN LED and run nslookup for connectivity issues.

2. Use CLI for advanced firewall/DHCP troubleshooting when app fails.

#### ### #TE00131415 — Resolved by Level 2

• What L1 Saw: RE6350 extender showed “no internet” despite main node online.
• Why It Escalated: L1 reset procedures failed; no verification of extender MAC/IP.
• What L2 Did:

- Confirmed extender MAC registration via arp -a.

- Flushed ARP cache and renewed DHCP lease.

- Reinitialized extender via extender.linksys.com.

• L1 Learning Points:

1. Use arp -a to verify extender MAC registration.

2. Flush ARP and renew DHCP before reinitializing.

## Coach Appendix

Weekly Trend Summary:

• 32 calls, 18 resolved (44% resolution rate). MX6200 and CONNECTIVITY dominate volume and handle time.
• Critical Gaps:

- Inconsistent reset durations (30s vs KB 10–15s).

- Missing serial/model/warranty data in 60% of calls.

- LED misinterpretation (e.g., solid red = error, not “poor signal”).

Next Coaching Focus:

• Drill model-specific reset procedures and LED guides.
• Implement a checklist for serial/model/warranty capture at call start.
• Review KB articles for WHW03, MX6200, and RE6350 troubleshooting flows.

## This Week's Calls