maylene.delada@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 27m 29s; outlier: 2.9x weekly median handle time.
• RE is one of the slowest families at 12m 16s.

Problem Categories

Week-over-Week Movement

• Improve accuracy in product model references and troubleshooting procedures
• Reduce technical inaccuracies in LED guidance and reset procedures
• Enhance protocol adherence for warranty verification and case documentation

What Went Well

Accurate Warranty Verification

Verified warranty status using serial number and provided correct guidance.

#LTS00130698

"Okay. Um, I can't find any data here. Our system cannot detect this router."

Professional Communication

Maintained professional and clear communication throughout the call, ensuring customer understanding.

#LTS00130698

"Thank you for calling Linksys. This is May. How can I help you?"

Effective Escalation

Correctly escalated account ownership change request with a clear timeline.

#LTS00130698

"And for this one, it will be escalated to our management since they are the one who can do that."

Growth Opportunities

Technical Inaccuracies in Product Guidance

Avoid providing incorrect product model references. Focus on verified KB information.

#LTS00130789

"We do have email option, that email contains troubleshooting instructions and that for free. We also have other option paid connect, but that will cost you $15..."

Incorrect Troubleshooting Procedures

Use the correct 10-second hold for MX6200 factory reset instead of the 5-press method.

#LTS00131069

"Instructed 5-press reset on main node (incorrect procedure)."

Next Week's Focus

• Verify Product Models: Always confirm the exact product model before providing guidance or recommendations.
• Use Correct Reset Procedures: For MX6200, use a 10-second hold for factory reset, not the 5-press method.
• Improve Accuracy in LED Guidance: Ensure LED status explanations align with KB documentation.
• Enhance Protocol Adherence: Follow warranty verification and case documentation protocols consistently.

Technical Accuracy

Improvement

Agent provided incorrect product model references during a call for router replacement guidance

#LTS00130789

Improvement

Agent incorrectly instructed 5-press reset instead of 10-second hold for MX6200 factory reset

#LTS00131069

Improvement

Agent provided incorrect default SSID name during WHW03 setup troubleshooting

#LTS00131254

Improvement

Agent incorrectly claimed cloud/app access was deprecated for WHW03, contradicting KB guidance

#LTS00131254

Improvement

Agent falsely stated the Linksys app is discontinued, directly contradicting KB and product reality

#LTS00131441

Improvement

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.

#LTS00131347

Improvement

Agent refused to perform basic troubleshooting due to warranty status, violating support policy

#LTS00131441

Improvement

Agent falsely claimed the Linksys app is discontinued, contradicting KB and undermining customer trust

#LTS00131504

Coaching Moments

Strength

Agent correctly identified the EA7450 as a legacy model and accurately provided the default admin password 'admin' and login URL http://myrouter.info

#LTS00130972

"this one for you then uh that explains why the router that you just bought is not really though you bought it brand new but the model number is one of our legacy device which we don't manufactured anymore."

Strength

Agent correctly explained that extender uses the main router’s Wi-Fi password (KB-accurate)

#LTS00131290

"The extender uses the main router’s Wi-Fi password (KB-accurate)."

Improvement

#LTS00131297

"Attempted 5-press pairing (incorrect for WHW03)."

Improvement

Agent provided wrong router admin URL ([REDACTED_PHONE] at [51:00]; correct is [REDACTED_PHONE] or myrouter.local)

#LTS00131297

"Provided wrong admin URL ([REDACTED_PHONE] instead of [REDACTED_PHONE] or myrouter.local)."

Escalation Lessons: What L2 Did

#LTS00130698 — Resolved by Level 2

• What L1 saw: Customer requested to add LAPAC1750C AP to a new account; L1 verified documents and escalated.
• Why it escalated: Management required for account ownership changes.
• Related call chain: Multiple calls from previous agents ended without resolution; this was the first correct escalation.
• What L2 did: Deleted AP from existing account, advised customer to wait 24-48 hours, and provided migration instructions for LCM 1.0 to LCM 2.0.
• Current state: Resolved.
• L1 learning points:

- Always verify document receipt before escalating account ownership changes.

- Provide clear timelines (e.g., 24-48 hours) and next steps.

- Educate customers on LCM version differences and local UI usage.

#TE00131111 — Resolved by Level 2

• What L1 saw: EA9300 with no internet after factory reset; L1 provided generic advice and promised email.
• Why it escalated: L1 failed to perform meaningful troubleshooting and stated "system cannot detect this router."
• Related call chain: Multiple agents attempted support; this was the escalation after failed attempts.
• What L2 did: Advised power-cycling, verified WAN connection, and provided detailed reset instructions.
• Current state: Resolved.
• L1 learning points:

- Always verify WAN cable connection and LED status before giving up.

- Use model-specific troubleshooting (e.g., 10-second reset for EA series).

- Avoid stating "system cannot detect" without validating basic connectivity.

#TE00102547 — Resolved by Level 2

• What L1 saw: MX6200 unable to add child nodes after power outage; L1 advised 5-press reset (incorrect).
• Why it escalated: L1 provided incorrect reset procedure and failed to verify internet connectivity.
• Related call chain: Multiple agents promised callbacks without resolution; this was the escalation after repeated failures.
• What L2 did: Guided customer through proper 10-second reset, verified child node reconnection, and provided band separation advice.
• Current state: Resolved.
• L1 learning points:

- Use 10-second hold for MX6200 factory reset, not 5-press.

- Verify internet connectivity and child node LED states after reset.

- Provide clear, model-specific troubleshooting steps instead of generic advice.

Coach Appendix

• Highest-signal weekly trend: MX product family calls dominated with longer handle times and lower accuracy, indicating a need for focused training on MX-series troubleshooting and escalation protocols.
• Recurring technical pattern: Incorrect reset procedures (5-press vs. 10-second hold) and LED guidance misstatements were frequent errors, particularly for MX6200 and WHW03 models.
• Evidence:

- Misstated LED states (e.g., blue meaning no Wi-Fi) and boot times.

- Failure to verify internet connectivity before concluding calls.

This Week's Calls