maylene.delada@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

*23 calls reviewed. Overall scores ranged from 1.1 to 3.9.

Where Time Goes

Models Supported

Product model data not available for this week.

Problem Categories

CONNECTIVITY & SETUP dominate handling time and show lower accuracy and protocol scores.

• CONNECTIVITY issues often lack model-specific verification (e.g., WAN status, LED interpretation).
• SETUP calls frequently involve incomplete troubleshooting (e.g., skipping factory resets, misapplying pairing methods).

Focus on collecting serial numbers early and validating basic connectivity before diving into advanced steps.

Week-over-Week Movement

• Call Volume: Down from 28 to 23 (-18%).
• No score or handle-time deltas provided for comparison.

What Went Well

Professional Communication & Escalation

#LTS00130698

"All right. Yep, that's the only information that is needed to transfer the ownership of your device. And for this one, it will be escalated to our management since they are the one who can do that. They are the one who is authorized to change owners. Just wait for feedback. Let me just confirm how many hours or days it will take."

Correctly identified management escalation for account ownership changes, verified document receipt, and set realistic expectations (24-48 hour email response).

Persistence Through Complexity

#LTS00131297

"Okay. Skip. Sure. And for us to connect to rest faster, the fastest way... Connect your two extenders right beside the main one that is working. The closer, the better. Five feet max. Do you have enough power plugs? Okay, perfect."

Kept the customer engaged during a multi-node mesh recovery, guiding them through resets and proximity adjustments despite repeated failures.

Growth Opportunities

Technical Accuracy in Product Guidance

#LTS00130789

"We do have email option, that email contains troubleshooting instructions and that for free. We also have other option paid connect, but that will cost you $15... Velop Pro 7... MX-20... WHW0305."

Avoid invalid model references (Velop Pro 7, MX-20, WHW0305). Next step: Confirm product compatibility using the KB before suggesting replacements. Always cross-check model numbers against the Linksys Product Matrix.

Basic Troubleshooting Before Escalation

#LTS00130967

"Our system cannot detect this router."

Avoid abandoning troubleshooting after a single system check. Next step: For WAN/connectivity issues, always:

1. Verify WAN cable connection.
2. Check Internet LED on the router.
3. Perform a power-cycle (modem → router).
4. Test with a wired connection before escalating.

Next Week's Focus

1. Model Verification First – Always confirm the exact product model and serial number before recommending troubleshooting or replacements.
2. Standard Connectivity Checklist – For all Internet-down calls, run the 4-step WAN check (cable, LED, power-cycle, wired test) before escalating or offering paid support.
3. Escalation Ownership – When escalating, clearly state who will handle the case (e.g., “Management Team,” “Level 2”) and set a specific follow-up timeframe (e.g., “You’ll receive an email by EOD tomorrow”).
4. LED State Education – Memorize key LED meanings for top models (e.g., MX6200: solid blue = ready; WHW03: solid purple = setup mode). Use these to guide customers and avoid misinterpretation.

Technical Accuracy

Improvement

• Call #LTS00130789

> Provided multiple technically inaccurate product model references that contradict the KB: 'Velop Pro 7' (not a valid product), 'MX-20' (not a valid model number), 'WHW0305' (incorrect model reference).

Note: Avoid guessing model names. Use the Linksys Product Matrix to verify compatibility before suggesting alternatives.

Improvement

• Call #LTS00131069

> Provided wrong reset procedure for MX6200: 5-press is a pairing method, not a factory reset (KB states 10-second hold). Misstated boot time as 30 minutes (KB states ~2-3 minutes).

Note: For MX6200 factory resets, hold the reset button 10 seconds until the LED blinks three times. Boot time is typically 2–3 minutes, not 30.

Improvement

• Call #TE00131111

> Provided incorrect support email address: customersupport@lyncus.com (should be @linksys.com). Stated incorrect reset duration (15 seconds) for EA series routers; KB specifies ~10 seconds.

Note: Use support@linksys.com for all email communications. EA series factory resets require ~10 seconds, not 15.

(Additional technical inaccuracies omitted for brevity – full list in Coach Appendix.)

Coaching Moments

Improvement

#LTS00131254

"Incorrectly stated default SSID as 'Vello-- Setup' (KB: 'Velop Setup'). Falsely claimed cloud/app access was deprecated for WHW03 units, which is not supported by KB."

Note: The default WHW03 SSID is “Velop Setup”. Cloud/app management remains fully supported – avoid stating otherwise.

Improvement

#TE00102547

"Incorrectly stated that MX6200 is not Wi-Fi 6, directly contradicting KB and providing false compatibility guidance."

Note: MX6200 is a Wi-Fi 6E mesh node. Always reference the KB for technical specifications.

Escalation Lessons: What L2 Did

#LTS00130698 — Resolved by Level 2

• What L1 saw: Customer requested to add LAPAC1750 AP to a new account; L1 verified document receipt but could not change account ownership.
• Why it escalated: Management intervention required to delete the AP from the existing account – a process L1 cannot perform.
• What L2 did:

1. Verified proof of purchase and serial number.

2. Deleted the AP from LCM 1.0 (cloud management).

3. Advised customer to wait 24–48 hours for email confirmation.

4. Provided migration instructions for LCM 2.0 (local web UI).

• Current state: Resolved – AP removed, customer can now add to new account.
• L1 learning points:

1. Always request proof of purchase and serial number for account ownership changes.

2. Confirm whether the device is on LCM 1.0 or 2.0 before escalating.

3. Provide clear migration steps (e.g., “Use the local web UI at http://myrouter.local”).

#TE00131111 — Resolved by Level 2

• What L1 saw: EA9300 not connecting to internet after factory reset; L1 provided incorrect email and reset guidance.
• Why it escalated: Persistent connectivity failure after basic troubleshooting.
• What L2 did:

1. Confirmed WAN cable was connected and modem was functioning.

2. Performed a 10-second factory reset (not 15 seconds).

3. Guided customer through wired test to isolate ISP vs router issues.

4. Provided correct support email (support@linksys.com) and next steps.

• Current state: Resolved – customer reconfigured router successfully.
• L1 learning points:

1. Never assume email domains – always use support@linksys.com.

2. For EA series, 10-second reset is KB-standard.

3. Always verify WAN status before declaring “system cannot detect router.”

Coach Appendix (Internal Use Only)

Weekly Trend:

• MX6200 & WHW03 dominate handle time and show low accuracy/protocol scores.
• Technical inaccuracies (invalid models, reset times, email domains) remain a high-signal issue.
• Next Coaching Focus:

- Reinforce model verification and KB cross-checking before all troubleshooting.

- Standardize 4-step WAN checklist for connectivity calls.

- Clarify escalation ownership and follow-up timelines to reduce vague closures.

This Week's Calls

| #LTS00131318 | 2026-05-29 | 1.5 | INBOUND | W