jeraldjun.villanubos@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WRT is the slowest family at 40m 34s; outlier: 2.5x weekly median handle time.
• MX is the slowest family at 40m 9s; outlier: 2.4x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve accuracy in technical guidance, particularly reset procedures and LED interpretations.
• Enhance protocol adherence by following structured troubleshooting steps before escalating.
• Reduce premature escalations by verifying basic connectivity and WAN status.

What Went Well

Effective use of router admin interface

Successfully guided customer to access router admin page at [REDACTED_PHONE] and change Wi-Fi settings on all bands.

#LTS00130796

Successful node pairing guidance

Guided customer through resetting and pairing MX6200 child nodes, resulting in solid white LEDs confirming successful pairing.

#LTS00131069

Growth Opportunities

Incorrect technical guidance on reset procedures

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

#LTS00130796

Failure to follow basic troubleshooting protocols

Skipped basic troubleshooting steps (power-cycle, WAN check, LED interpretation) in multiple calls, leading to unresolved issues.

#LTS00130883

What better looks like: Always verify WAN status, perform power-cycle, and validate LED states before escalating.

Next Week's Focus

• Practice structured troubleshooting: WAN check → power-cycle → LED validation → reset → re-pairing.
• Master reset durations: 10 seconds for Velop/MX, 20 seconds for WHW/E-series.
• Confirm warranty status before offering paid support or escalations.
• Use correct admin URLs (http://[REDACTED_PHONE] or http://myrouter.local) and default passwords.

Technical Accuracy

Improvement

Provided incorrect reset duration (20 seconds) for MR7500, contradicting KB standard 10-second reset.

#LTS00130796

Improvement

Incorrect router IP guidance led to failed login attempts and unresolved connectivity issues.

#LTS00130891

Improvement

Misleading information about Wi-Fi security modes could prevent customer from successfully connecting devices.

#LTS00131049

Improvement

Incorrect URL guidance prevented customer from accessing router admin interface, delaying resolution.

#LTS00131252

Improvement

Provided factually incorrect information about product support and firmware capabilities, misleading the customer.

#LTS00131283

Coaching Moments

Strength

"The agent correctly identified that the customer was using the wrong Wi-Fi password and directed them to the default password on the router label."

#LTS00130900

Strength

"Maintained a calm and supportive tone throughout, acknowledging customer frustration and validating their efforts."

#LTS00131069

Escalation Lessons: What L2 Did

#TE00130963 — Resolved by Level 2

What L1 saw: Customer reported selective connectivity issue — specific applications (Walmart, Amazon) and Roku TV were unable to access the internet while other apps worked normally.

Why it escalated: L1 failed to perform basic troubleshooting (power-cycle, LED checks) and provided no valid resolution path before escalation.

What L2 did: Performed advanced troubleshooting including firmware re-flash, verified ISP handoff, and conducted three-way call with ISP to isolate issue.

Current state: Resolved after firmware update and ISP coordination.

L1 learning points:

1. Always verify WAN connectivity and perform power-cycle before escalation.
2. Check LED states and interpret correctly (solid purple = ready for setup on MR7500).
3. Document all troubleshooting steps and share with L2 for continuity.

#TE00131114 — Resolved by Level 2

What L1 saw: LAPAC1750C (EOS) lost power and went offline after outage.

Why it escalated: L1 incorrectly stated device was discontinued and unsupported, failing to attempt basic recovery steps.

What L2 did: Confirmed EOS status but provided self-help resources, guided customer through factory reset via holding reset button >10 seconds, and verified reboot.

Current state: Resolved after reset and reconfiguration.

L1 learning points:

1. Always attempt basic recovery (reset, power-cycle) even on EOS devices.
2. Provide self-help resources and clear next steps instead of declaring unsupported.
3. Verify EOS status through internal tools before informing customer.

#TE00131111 — Resolved by Level 2

What L1 saw: EA9300 showed no internet speed despite ISP confirmation; direct modem-to-computer worked.

Why it escalated: L1 provided incorrect support email and misidentified company, failing to validate router settings.

What L2 did: Conducted WAN diagnostics, verified LED states (orange globe = no internet), and guided customer through firmware update and WAN reconfiguration.

Current state: Resolved after firmware update and WAN reset.

L1 learning points:

1. Interpret LED states correctly (orange globe = no internet on EA series).
2. Verify WAN status and perform firmware updates for connectivity issues.
3. Use correct support resources (@linksys.com, not @linksync.com).

#TE00131346 — Resolved by Level 2

What L1 saw: WRT3200ACM lost internet after modem replacement; router did not obtain WAN IP.

Why it escalated: L1 collected credit-card details violating PCI, suggested unsupported MAC cloning, and escalated without proper diagnostics.

What L2 did: Performed WAN diagnostics, verified modem activation, and guided customer through safe reset and WAN reconfiguration without payment.

Current state: Resolved after WAN reset and modem re-activation.

L1 learning points:

1. Never collect payment details during troubleshooting; use approved payment paths.
2. Avoid unsupported workarounds like MAC cloning; follow KB-guided steps.
3. Verify modem activation and WAN status before resetting router.

Coach Appendix

Highest-signal trend: Inconsistent technical guidance on reset procedures and LED interpretation caused repeated failures. Focus next week on standardizing troubleshooting flow (WAN → power-cycle → LED check → reset) and verifying warranty status before escalation.

This Week's Calls