mikaelhjoshua.anasco@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 44m 36s; outlier: 2.6x weekly median handle time.
• LN is the slowest family at 43m 32s; outlier: 2.5x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve model verification before providing model-specific guidance
• Correct LED state interpretation and reset procedures
• Verify device ownership and compatibility before troubleshooting
• Reduce reliance on incorrect assumptions during calls

What Went Well

1. Effective use of recovery key for password reset

> Guided customer to use the router admin password and the five-digit recovery key printed on the parent node to reset the app password.

#LTS00131198

1. Clear escalation path and callback expectations

> Scheduled a callback with customer-preferred time window and clearly communicated next steps.

#TE00130712

Growth Opportunities

1. Incorrect technical guidance on LED states

> Referenced non-existent "solid pink" LED state at [04:00], which is not documented in any Linksys product—this is a serious accuracy failure.

#LTS00131016

What good looks like: Use KB-documented LED states (e.g., solid blue = online, flashing red = offline) and verify against the specific product’s technical specifications before troubleshooting.

1. Failure to verify product model before providing model-specific instructions

> Applied 5-press reset method without confirming device model; this method is only supported for LN1100/LN1400/MX6200/MBE7000 families and is not valid for SPNM/Linksys NOW devices.

#TE00037591 | #TE00130712

What good looks like: Always confirm the exact product model (e.g., via serial number or user confirmation) before issuing model-specific troubleshooting steps.

Next Week's Focus

• Verify product model before any troubleshooting – ask for model number or serial prefix upfront.
• Use KB-documented LED states only – cross-reference the device’s matrix before describing behavior.
• Standardize reset procedures – confirm device family before instructing 5-press, factory reset, or Pair button methods.
• Reduce long holds – set expectations and minimize unexplained pauses during calls.

Technical Accuracy

Improvement

Incorrect LED interpretation for SPNM series router. Solid pink is not a valid state; correct states are solid blue (online), flashing red (offline), etc.

#LTS00131016

Improvement

Incorrect reset procedure for SPNM series router. 5-press reset is not supported; correct method is factory reset via reset button hold.

#LTS00131016

Improvement

Incorrect admin credentials provided. SPNM60CF uses Wi‑Fi password as admin password by default, not "admin".

#LTS00130844

Improvement

Incorrect compatibility claim. SPNM60CF supports limited app functionality and full local management via web UI.

#LTS00130844

Improvement

Incorrect pairing method for MX2000. 5-press pairing is not supported; correct method is factory reset followed by app-guided setup.

#TE00037591

Coaching Moments

Strength

Successfully guided the customer through the recovery key password reset process, which is correct per KB.

#LTS00130828

Improvement

Provided materially incorrect technical guidance by instructing 5‑press pairing without confirming the device is in the LN/MX6200/MBE family.

#TE00037591

Escalation Lessons: What L2 Did

#TE00128992 — Resolved by Level 2

• What L1 saw: Customer with WHW03 mesh system; 3 child nodes offline (flashing red), thermostat and hot water not working.
• Why it escalated: L1 failed to confirm product model, provided incorrect "Linux app" guidance, and did not verify WAN connectivity before troubleshooting nodes.
• What L2 did: Verified WAN status, accessed router UI, turned off node steering, and confirmed nodes reconnected after signal strength check.
• Current state: Resolved.
• L1 learning points:

1. Always confirm product model before troubleshooting.

2. Verify WAN/internet status on the parent node first.

3. Use KB-documented steps for node steering and signal management.

#TE00130712 — Resolved by Level 2

• What L1 saw: WHW03 parent node solid red after modem upgrade; no internet.
• Why it escalated: L1 provided incorrect default admin password ("admin") and misrepresented LED states ("solid pink/purple").
• What L2 did: Confirmed modem WAN status via wired test, guided factory reset, and validated internet connectivity post-reset.
• Current state: Resolved.
• L1 learning points:

1. Confirm device model and warranty status before troubleshooting.

2. Use correct default credentials (Wi‑Fi password for Velop devices).

3. Validate LED states against KB before instructing resets.

Coach Appendix

Highest-signal trend: Model verification and LED accuracy gaps dominate escalation roots. Prioritize model confirmation and KB-aligned LED guidance to reduce escalations and improve resolution rates.

This Week's Calls