leo.lluisma@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

9 calls reviewed. Score range: 1.10 – 3.40.

Where Time Goes

Models Supported

The MX6200 and MX2000 models dominate handle time and show lower accuracy and overall scores, indicating a need for focused troubleshooting practice on these products.

Problem Categories

Connectivity and Access issues are both time-intensive and score-poor, suggesting a need for more consistent troubleshooting and clearer next steps.

What Went Well

Accurate model identification and firmware guidance

"Correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB."

#LTS00131139

Successful mesh setup guidance

"Successfully guided customer through full mesh setup, including reset, pairing, and configuration. Confirmed node status (solid white) and presence in device list, validating setup completion."

#LTS00131355

Growth Opportunities

Incorrect technical guidance and end-of-support claims

"Incorrectly stated at [25:00] that the EA6350 is an 'end of support model' and that Linksys 'can no longer provide any assistance' — this is factually wrong per the KB; the EA6350 is eligible for basic support and standard password recovery procedures (e.g., factory reset, admin login) apply."

#LTS00130810

Failure to perform basic troubleshooting

"Performed no troubleshooting steps (e.g., power cycle, cable check, LED status, admin UI access) despite clear symptom of no internet."

#LTS00131360

Next Week's Focus

• Verify product support status before claiming end-of-life – always check the KB for current support policies.
• Apply standard troubleshooting flows for connectivity issues – power cycle, cable check, LED diagnostics, and admin UI access.
• Avoid unsafe external references – never direct customers to unsupported sites like reddit.com.
• Consistent reset duration guidance – use KB-specified times (e.g., 10 seconds for MX6200 nodes) and avoid mixed instructions.

Technical Accuracy

Improvement

"Incorrectly stated that the EA6350 is an 'end of support model' and that Linksys 'can no longer provide any assistance' — this is factually wrong per the KB; the EA6350 is eligible for basic support and standard password recovery procedures (e.g., factory reset, admin login) apply."

#LTS00130810

Improvement

"Performed no troubleshooting steps (e.g., power cycle, cable check, LED status, admin UI access) despite clear symptom of no internet. Provided factually incorrect information that EA6400 has no firmware updates and is end-of-life; directed customer to an incorrect and potentially unsafe website ('linkssystem.com')."

#LTS00131360

Improvement

"Used incorrect admin URL ([REDACTED_PHONE]) for MX6200, which is inaccurate and contradicts KB (should be http://[REDACTED_PHONE] or http://myrouter.local). Provided unclear and incorrect password guidance, leading to confusion and repeated failed login attempts."

#LTS00057254

Improvement

"Provided incorrect router admin URL ([REDACTED_PHONE] instead of [REDACTED_PHONE] or myrouter.info) and incorrect default password guidance ('admin'). Misidentified LED behavior (pink/purple light not valid for SPNM models)."

#LTS00131173

Strength

"Correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB. Clearly communicated the out-of-warranty and end-of-life status, setting accurate expectations."

#LTS00131139

Coaching Moments

Strength

"Thank you for calling Linksys, my name is Leo. How may I help you today?"

Note: Polite and professional greeting sets a positive tone for the interaction.

#LTS00131139

Improvement

"I understand. [silence] I see. [silence] So sir, the problem here is that, if I understand it correctly, you try to log into the Linksysmart Wi-Fi and then when you uh put in the password it asks you to reset the password. [silence] After you reset the password, it just leads you to the blue screen. [silence] And nothing happens, all right?"

Note: Excessive silence and lack of clear next steps can frustrate customers; use concise, actionable guidance instead.

#LTS00131355

Escalation Lessons: What L2 Did

No escalation learning cases were logged this week.

Coach Appendix

• Highest-signal weekly trend: Repeated instances of incorrect technical claims (e.g., end-of-support misstatements) and insufficient troubleshooting on connectivity issues, particularly for MX6200 and EA6350 models. Focus next week on verifying product support status and applying consistent KB-based troubleshooting flows.
• Recurring pattern: Inaccurate admin URLs and password guidance for mesh devices, leading to customer confusion and failed logins. Reinforce correct URL formats (e.g., http://[REDACTED_PHONE] or http://myrouter.local) and default credentials.
• Evidence: All points above are derived from the main report sections and reflect observed performance patterns.

This Week's Calls