dorothybelle.oraiz@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 49m 40s; outlier: 2.7x weekly median handle time.
• WHW is the slowest family at 36m 30s; outlier: 2.0x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Incorrect reset and pairing procedures for Velop/MX devices
• Premature escalation to paid support without exhausting free troubleshooting
• Failure to verify warranty status before offering support paths
• Inaccurate LED and technical guidance leading to unresolved issues

What Went Well

Strength: Accurate model identification

The agent correctly identified the product model (MX4200) early in the call, which is essential for appropriate troubleshooting and support path selection.

#TE00131348

Strength: Clear paid support explanation

The agent clearly explained paid support terms, cost, and session limits, ensuring the customer understood the support options and expectations.

#LTS00130795

Growth Opportunities

Improvement: Incorrect reset procedures

The agent instructed a 20-second reset hold time for Velop MX4200, but the KB specifies a 10-second hold. This incorrect guidance can lead to unresolved issues and customer frustration.

Next Step: Always verify reset durations against the KB before instructing customers.

#TE00131348

Improvement: Premature paid support offer

The agent offered paid support without first confirming that free troubleshooting could resolve the issue, which may have discouraged the customer from attempting self-help steps.

Next Step: Exhaust free troubleshooting options and provide clear self-help resources before escalating to paid support.

#LTS00131131

Next Week's Focus

• Verify reset durations: Always cross-check reset procedures with the KB before instructing customers, especially for Velop and MX series devices.
• Standardize mesh setup guidance: Develop clear, step-by-step instructions for mesh setup, including pairing methods and LED interpretations, to reduce ambiguity and improve consistency.
• Improve escalation criteria: Establish clearer criteria for when to escalate to paid support versus offering self-help resources, ensuring customers are guided appropriately.
• Enhance communication clarity: Work on reducing long silences and off-topic conversations to improve call efficiency and customer experience.

Technical Accuracy

Improvement

Incorrect reset duration for Velop MX4200; KB specifies 10 seconds for factory reset.

#TE00131348

Improvement

Incorrect default admin password suggestion; MX4200 uses password printed on label, not 'admin'.

#TE00131348

Improvement

IPv6 disabled without diagnostic justification; potential masking of root cause.

#TE00131348

Improvement

Incorrect admin URL suggested; correct URL is [REDACTED_PHONE] or myrouter.local.

#TE00131348

Improvement

Factually incorrect LED interpretation; solid red on WHW03 indicates WAN/internet failure, not successful factory reset.

#LTS00131486

Coaching Moments

Strength

The agent correctly identified the product model (MX4200) early in the call, which is essential for appropriate troubleshooting and support path selection.

#TE00131348

Strength

The agent clearly explained paid support terms, cost, and session limits, ensuring the customer understood the support options and expectations.

#LTS00130795

Escalation Lessons: What L2 Did

#TE00131348 — Resolved by Level 2

• What L1 saw: Customer unable to access specific websites (e.g., own Bluehost site) when using Linksys MX4200 mesh; works via ISP router; intermittent hangs and slow loads.
• Why it escalated: L1 applied incorrect troubleshooting steps (unsupported 5-press pairing, 20-second reset) and failed to resolve the issue.
• Related call chain: This was part of a multi-call chain involving multiple agents and escalating attempts to resolve the issue.
• What L2 did: L2 reviewed the case, identified the incorrect procedures used by L1, and applied correct troubleshooting steps including verifying WAN connectivity, adjusting IPv6 settings, and guiding the customer through proper reset and reconfiguration.
• Current state: The case is resolved, with the customer able to access websites again.
• L1 learning points:

- Always verify reset durations against the KB before instructing customers.

- Use supported pairing methods for the specific device family.

- Collect and verify product model and serial number early in the call to ensure appropriate guidance.

Coach Appendix

• Highest-signal weekly trend: Incorrect reset and pairing procedures for Velop/MX devices led to unresolved issues and customer frustration.
• Recurring technical pattern: Premature escalation to paid support without exhausting free troubleshooting options and failure to verify warranty status before offering support paths.
• Evidence: Evidence already surfaced in the main report, including incorrect reset durations, unsupported pairing methods, and incomplete warranty verification.

This Week's Calls