# riojene.ladera@concentrix.com — Coaching Report

## Week of 2026-05-25 – 2026-05-31

## At a Glance

## Scorecard

Scores reflect a balanced performance with room to grow in protocol adherence. 29 calls reviewed (lowest overall: 1.2, highest: 3.3).

## Where Time Goes

#### Models Supported

Key Observations:

• MX6200 drives the highest handle time and appears in 17% of calls. Its moderate scores suggest consistent but time-intensive handling.
• WHW03 calls are notably longer (34m avg) with mixed scores—strong accuracy but weaker communication. Focus on streamlining mesh-troubleshooting flows for this model.

#### Problem Categories

Drill-Down Insights:

• CONNECTIVITY issues dominate call volume and time. Lower protocol scores here suggest missed opportunities for structured triage (e.g., WAN checks, LED validation).
• ACCESS and CONFIGURATION show weaker accuracy—prioritize KB verification and model-specific guidance for these categories.

## What Went Well

1. Accurate Model Identification

> "All right. So you want to separate the Wi-Fi band so that other devices will be connected 2.4 gigahertz Wi-Fi bands. Is that correct?"

#LTS00130916

Collecting model (MR6350) and serial number correctly enables precise support.

1. Successful Mesh Node Pairing

> "Can you try to move or plug in this child node at least two to three feet from the parent node... Press the pair button for 5 seconds."

#LTS00045681

Guided the customer to solid white LED, confirming mesh recovery.

## Growth Opportunities

1. Wi-Fi Band Separation Guidance

> "I’m sorry, put back uh what ma’am? Oh. Okay, got it. By the way, what’s the serial number for your Linksys device..."

#LTS00130916

Next Step: Provide immediate, model-specific steps for separating 2.4 GHz bands on MR6350 (e.g., admin UI navigation, SSID settings) before discussing warranty or paid options.

1. Basic Troubleshooting for Internet Outages

> "Did you experience network outages, power outages so far or just the router itself did not work?"

#LTS00130920

Next Step: Always verify WAN/modem status, power-cycle nodes, and check LED states before offering self-help or paid support. Document findings to avoid repeat contacts.

## Next Week's Focus

• Verify WAN Connectivity First: For any internet-outage report, confirm modem lights, Ethernet cables, and ISP status before proceeding to router resets.
• Use Model-Specific KB Articles: Reference the MR6350 setup guide for band-separation steps instead of generic advice.
• Standardize Mesh Recovery: For WHW/MX nodes, follow the 5-press pairing method only after confirming parent node stability and WAN connectivity.
• Document and Escalate Early: When hardware defects are suspected (e.g., persistent red LEDs), collect serial/warranty data and escalate to L2 with clear symptom summaries.

## Technical Accuracy

Improvement

• Agent provided contradictory warranty statements and inaccurate Wi-Fi 7 claims for the EA7500.

#LTS00130888

Next time: Confirm warranty status via system lookup, and verify product specs before stating capabilities.

Improvement

• Agent instructed an invalid 20-second reset for MX6200 (KB specifies 15 seconds) and an unsupported 5-press recovery sequence.

#PR00005769

Next time: Use model-specific reset durations and avoid non-documented recovery methods.

Improvement

• Agent claimed Wi-Fi passwords have a 16-character limit (actual: 63 characters for WPA2/WPA3).

#LTS00131047

Next time: Reference WPA standards when discussing password complexity.

## Escalation Lessons: What L2 Did

#### ### #TE00130941 — Resolved by Level 2

• What L1 Saw: WHW01 mesh nodes showing solid red LEDs, no internet. Customer reported "no purple light."
• Why It Escalated: L1 skipped WAN/modem verification and offered only email guidance without confirming basic connectivity.
• What L2 Did: Verified hardware functionality, confirmed WAN status, and guided a factory reset via admin UI.
• Current State: Resolved—nodes now show solid blue.
• L1 Learning Points:

1. Always check WAN/modem status and LED states before proceeding.

2. For solid red LEDs, attempt a hard reset (15 seconds) and re-pair via 5-press sequence.

3. Document serial number and topology early to avoid repeat contacts.

#### ### #PR00005769 — Pending with Level 2

• What L1 Saw: MX6200 parent node with blinking blue LED, customer unable to stabilize.
• Why It Escalated: L1 used an invalid 5-press reset and didn’t collect serial/warranty data.
• What L2 Did: Initiated hardware evaluation for potential defect; awaiting customer’s return of node for pro-rated refund.
• Current State: Pending—awaiting returned unit.
• L1 Learning Points:

1. Collect serial number and warranty status before troubleshooting.

2. For MX6200, use 15-second hard reset, not 5-press pairing.

3. If LED remains unstable after reset, escalate with clear symptom description and hardware evaluation request.

## This Week's Calls

## Coach Appendix

Weekly Trend:

• MX6200 and CONNECTIVITY issues dominate call volume and handle time.
• Protocol gaps are most evident in CONNECTIVITY and ACCESS categories, where basic triage (WAN checks, LED validation) is often skipped.
• Technical inaccuracies (e.g., reset durations, model-specific steps) contribute to prolonged handles and repeat contacts.

Next Coaching Focus:

• Reinforce structured triage for CONNECTIVITY: WAN → modem → router → node.
• Practice model-specific troubleshooting using KB articles before escalating.
• Standardize reset procedures (15 seconds for MX/WHW, 10 seconds for E/EA series).