jorgenathaniel.amores@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 34m 7s; outlier: 2.4x weekly median handle time.
• MR is the slowest family at 22m 40s; outlier: 1.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve accuracy in LED and reset procedure guidance, especially for Velop systems.
• Enhance protocol adherence by verifying WAN connectivity before suggesting factory resets.
• Strengthen technical accuracy to avoid providing incorrect IP addresses or unsupported procedures.
• Address unresolved connectivity and access issues with targeted troubleshooting.

What Went Well

Accurate technical guidance on Wi-Fi password retrieval

"The network key printed on the router label is the Wi‑Fi password for EA Series devices."

#LTS00130936

Effective troubleshooting of third-party app interference

"The Express VPN app—not the router or ISP—was the source of internet disconnection."

#LTS00128564

Growth Opportunities

Incorrect LED guidance for MX2000 Velop system

"MX5500 shows solid magenta/pink LEDs during setup (KB: MX5500 LEDs are purple/white/red only)."

#TE00130794

Next step: Align LED descriptions with KB definitions to avoid misdiagnosis.

Failure to verify WAN connectivity before suggesting factory reset

"Did not verify WAN connection, modem status, or Ethernet cable integrity before suggesting factory reset."

#LTS00130784

Next step: Always confirm WAN status via modem lights or direct-connect test before reset.

Next Week's Focus

• Verify WAN connectivity before recommending resets or replacements.
• Use KB-accurate LED definitions for Velop systems (purple/white/red only).
• Document all steps in HappyFox to improve traceability and accountability.
• Practice concise, empathetic communication to maintain customer trust.

Technical Accuracy

Improvement

Materially incorrect LED guidance for MX2000 Velop system led to unresolved connectivity issue.

#TE00130794

Improvement

Failure to verify WAN connectivity before suggesting factory reset left customer without internet.

#LTS00130784

Improvement

Materially false technical guidance led to unresolved connectivity issue.

#LTS00130945

Improvement

Incorrect IP address guidance led to unresolved router access issue.

#TE00131295

Improvement

Incorrect reset duration for MX2000 Velop system led to unresolved setup issue.

#LTS00131522

Coaching Moments

Strength

"The network key printed on the router label is the Wi‑Fi password for EA Series devices."

#LTS00130936

Strength

"The Express VPN app—not the router or ISP—was the source of internet disconnection."

#LTS00128564

Escalation Lessons: What L2 Did

#TE00130794 — Resolved by Level 2

• What L1 saw: MX2000 mesh nodes would not pair; lights showing magenta/red/blue; unable to get Wi‑Fi network working.
• Why it escalated: Agent suggested possible hardware fault but provided no concrete fix, escalation, or replacement path. No self-help resources or KB articles provided.
• Related call chain: Repeat contacts with inconsistent scoring and closure.
• What L2 did: Confirmed warranty, initiated RMA for unresponsive node, and provided step-by-step mesh rebuild guidance.
• Current state: Resolved.
• L1 learning points:

1. Confirm WAN connectivity before suggesting resets.

2. Use KB-accurate LED definitions (MX2000: purple/white/red only).

3. Initiate RMA promptly for confirmed hardware faults under warranty.

#TE00131295 — Resolved by Level 2

• What L1 saw: Customer unable to access router web UI; blank screen when entering IP address.
• Why it escalated: Vague escalation with no case number, follow-up timeframe, or self-help path provided.
• Related call chain: Multiple attempts with inconsistent outcomes.
• What L2 did: Verified correct IP address (myrouter.local), guided through incognito mode, and confirmed ISP service status.
• Current state: Resolved.
• L1 learning points:

1. Always verify correct router access URL (myrouter.local or http://[REDACTED_PHONE]).

2. Use incognito mode to rule out browser issues.

3. Confirm ISP service before escalating connectivity issues.

#TE00131478 — Resolved by Level 2

• What L1 saw: MR8300 reporting slow speeds (93 Mbps vs expected 250 Mbps).
• Why it escalated: Offered factory reset self-help or paid-support; no fix confirmed.
• Related call chain: Multiple calls with inconsistent scoring.
• What L2 did: Performed wired speed test to isolate router vs modem, updated firmware, and reconfigured Wi‑Fi settings.
• Current state: Resolved.
• L1 learning points:

1. Perform direct modem speed test to isolate router vs ISP issues.

2. Update firmware before resetting.

3. Provide clear self-help steps with expected outcomes.

#TE00131348 — Resolved by Level 2

• What L1 saw: MX4200 unable to access personal website through Linksys network but works on ISP network.
• Why it escalated: Escalation trigger was not explicit in the available notes.
• Related call chain: Multiple attempts with inconsistent closure.
• What L2 did: Verified DNS settings, flushed DNS cache, and reconfigured mesh topology.
• Current state: Resolved.
• L1 learning points:

1. Check DNS settings and flush cache for website access issues.

2. Verify mesh topology and signal strength.

3. Use KB articles for DNS and mesh troubleshooting.

Coach Appendix

Highest-signal trend: Inconsistent technical accuracy in LED guidance and WAN verification led to unresolved connectivity issues. Focus on KB alignment and systematic diagnostics.

This Week's Calls

| [#TE00131348](https://linksys.happyfox.com/staff