alvin.edio@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MBE is one of the slowest families at 10m 10s.
• MX is one of the slowest families at 9m 12s.

Problem Categories

Week-over-Week Movement

• Improve product identification accuracy to avoid incorrect technical guidance.
• Perform basic troubleshooting steps for performance and connectivity issues as outlined in KB.
• Provide correct account management guidance (e.g., website/app) for email changes.

What Went Well

• Accurate identification of end-of-life devices:

> Thank you for calling Linksys technical support. This is Xavier, how may I help you? [...] MX. 3500. 35. Oh, 5300. Sorry. 5300. Yeah. 53. I have two of those same Mac, two of those. So, I'd just like to know if,

#LTS00130800

• Clear communication of next steps for unsupported devices:

The agent correctly informed the customer that the MX5300 is end-of-life with no new firmware and suggested adding nodes or upgrading to a newer model.

Growth Opportunities

• Improve product identification to avoid incorrect technical guidance:

> Uh uh. All right, was able to pull u...

#TE00128179

What better looks like: Confirm the exact product model and family before proceeding with troubleshooting. Use KB guidance specific to Velop/Intelligent Mesh systems (MX6200) rather than assuming a different family (MBE70).

• Perform basic troubleshooting before escalating performance issues:

What better looks like: For connectivity or performance issues, run a speed test, check WAN status, and restart the node as first steps. Document findings before escalating to ensure accurate context for Tier-2.

Next Week's Focus

• Verify product model and family before any troubleshooting or escalation.
• For performance/connectivity issues, complete at least one basic troubleshooting step (speed test, WAN check, node restart) and document results.
• When advising customers on account changes, direct them to the correct self-service path (Linksys website/app) instead of suggesting a factory reset.
• Use empathetic language and acknowledge customer frustration, especially when issues are complex or unresolved.

Technical Accuracy

• Improvement

> Misidentified the product as MBE70 instead of MX6200, leading to incorrect technical context and escalation without troubleshooting. This violates KB guidance for MX6200 setup and performance issues.

#TE00128179

• Improvement

> Failed to guide customer to verify current firmware version via admin UI (http://[REDACTED_PHONE] or http://myrouter.local) for MX5300, missing a key validation step per KB (universal_firmware_update.md).

#LTS00130800

• Improvement

> Provided incorrect advice (factory reset) for changing account email on EA9300, which is not a valid method per Linksys KB. No correct path (website/app) was offered.

#LTS00130806

Coaching Moments

• Improvement

> Good, good evening. Uh, I was calling, um, because I'm having some issues, uh, with my, uh, V-Lo system. Um, I do have a case number I'm trying to retrieve. Looking at, I'm right in office. I just just keep, it just came to me. I'm, probably gonna need that. I'm sure it was emailed, correct? Do you uh email like normally? Hello?

> Note: The agent struggled with identifying the correct product (MX6200 vs. MBE70) and skipped basic troubleshooting, leading to an unnecessary escalation.

#TE00128179

• Improvement

> Hey, how do I change my email address on my account? Uh, uh, Let's see here. If I have it in front of me. Oh, let's see if I got the right glasses on. Yeah. Um. Roll. I've got to get a have to get a magnifying glass. Just one second for me. Okay. Serial number. [ silence ]

> Note: The agent incorrectly advised a factory reset to change the account email, which is not a valid solution. The correct path is to use the Linksys website or app for account management.

#LTS00130806

Escalation Lessons: What L2 Did

#TE00128179 — Resolved by Level 2

• What L1 saw: Customer reported buffering and poor performance after switching to business internet and replacing a mesh node with an MX6200. L1 misidentified the device as MBE70 and escalated without performing basic troubleshooting.
• Why it escalated: L1 failed to verify the correct product model and skipped required troubleshooting steps for performance issues, leading to an incorrect escalation.
• Related call chain: This was part of a multi-call chain where previous agents also struggled with the issue, highlighting a pattern of misidentification and incomplete troubleshooting.
• What L2 did: L2 performed a follow-up call, disabled IPV6 Automatic and express forwarding, generated and analyzed logs, and ultimately recommended a full mesh reset and reconfiguration to remove artifacts of discontinued cloud services (LSWF). They provided step-by-step instructions for resetting and reconfiguring the nodes.
• Current state: The ticket is marked as resolved after L2’s intervention.
• L1 learning points:

1. Always confirm the exact product model and family before troubleshooting or escalating.

2. For performance issues, perform at least one basic troubleshooting step (e.g., speed test, WAN check, node restart) and document findings.

3. When dealing with mesh systems, ensure you are following the correct KB guidance specific to the product family (e.g., Velop/Intelligent Mesh for MX6200).

Coach Appendix

• The highest-signal trend this week is incorrect product identification leading to escalation and unresolved issues. This was most evident in the MBE7000/CONNECTIVITY call, where misidentifying the product as MBE70 caused a cascade of errors.
• A recurring pattern is skipping basic troubleshooting steps for performance/connectivity issues, which is explicitly required by KB for these problem categories.
• All evidence above reflects the agent’s current performance and areas for growth; no new quotes or data are introduced here.

This Week's Calls