paulo.real@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 43m 3s; outlier: 1.5x weekly median handle time.
• EA is the slowest family at 41m 59s; outlier: 1.5x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve troubleshooting accuracy for connectivity issues
• Clarify reset procedures and LED interpretations
• Enhance protocol adherence during setup and access-related calls

What Went Well

Accurate Technical Guidance for Router Setup

“Router configured, Wi‑Fi SSID/password updated, internet speed verified; no further steps required.”

#TE00130648

Why it matters: Paulo correctly guided a customer through physical wiring, Wi‑Fi configuration, and speed testing—aligning with KB and resolving the issue on the first attempt.

Clear Communication of Discontinued Feature

“Inform client that the LSW account access has been discontinued - But place call on hold to verify resources - Check article https://support.linksys.com/kb/article/9634-en/ - Inform client that LinksysSmartWiFi.com page is discontinued and also the remote access via app”

#TE00131076

Why it matters: Paulo provided accurate, up-to-date information about deprecated cloud services, avoiding misdiagnosis and offering a valid self-help path.

Growth Opportunities

Incorrect Reset Duration and LED Interpretation

Evidence:

“Incorrect reset duration instructed (1 minute instead of 10-15 seconds) — directly contradicts KB. Misinterpretation of solid-blue LED state as failure; KB states it means 'ready for setup'.”

#TE00130941

Next Step: Always verify reset durations against KB (e.g., 10–15 seconds for mesh nodes) and confirm LED meanings before instructing customers. Use the “ready for setup” state as a positive indicator, not a failure.

Failure to Perform Basic Troubleshooting

Evidence:

“No attempt to perform basic troubleshooting (e.g., power cycle, reset, check WAN connection) before offering paid support. Extended hold time (~8 minutes) without progress or explanation.”

#LTS00131150

Next Step: For connectivity issues, always start with a structured troubleshooting flow: power cycle modem/router, verify WAN status, and check physical connections before escalating or offering paid support.

Next Week's Focus

1. Validate LED states before reset instructions – Confirm whether a solid blue LED means “ready for setup” (per KB) and avoid misinterpreting it as a fault.
2. Adopt a troubleshooting checklist for connectivity calls – Power cycle, WAN check, signal test, and topology verification must be completed before escalation.
3. Double-check email addresses before sending resources – Ensure KB articles and reset guides reach the customer (e.g., verify spelling of “Lisa” vs. “Lori”).
4. Document serial numbers and warranty status early – Capture this data in the first 30 seconds to streamline case ownership and escalation.

Technical Accuracy

Improvement

Agent instructed incorrect reset duration, risking device instability.

#TE00130941

Improvement

Agent provided materially incorrect LED interpretation, leading to customer confusion.

#LTS00131530

Strength

Agent provided accurate and actionable setup guidance, resolving customer issue.

#TE00130648

Coaching Moments

Strength

“Router configured, Wi‑Fi SSID/password updated, internet speed verified; no further steps required.”

Note: Technical guidance aligned with KB, resolved issue on first attempt.

#TE00130648

Improvement

“Inform client that the LSW account access has been discontinued - But place call on hold to verify resources - Check article https://support.linksys.com/kb/article/9634-en/ - Inform client that LinksysSmartWiFi.com page is discontinued and also the remote access via app”

Note: Accurate information about discontinued features, but long hold time without updates impacted communication flow.

#TE00131076

Escalation Lessons: What L2 Did

#LTS00122643 — Resolved by Level 2

• What L1 saw: Intermittent Wi‑Fi loss on iPhone with MX6200 mesh; customer claimed wired backhaul.
• Why it escalated: L1 provided incorrect guidance (channel-finder, app password misuse) and skipped basic diagnostics (firmware, WAN, signal).
• What L2 did: Performed deep mesh diagnostics, verified WAN/internet status, and corrected initial misguidance.
• Current state: Resolved.
• L1 learning points:

1. Always verify WAN status and signal strength before assuming wired backhaul.

2. Never instruct customers to use router password for app login—use cloud credentials.

3. Confirm whether other devices experience the same issue to isolate mesh-specific problems.

#TE00130794 — Resolved by Level 2

• What L1 saw: MX2000 child node solid magenta, refusing to pair.
• Why it escalated: L1 used 5-press reset (invalid for MX2000) and failed to validate resolution before closing.
• What L2 did: Used Pair button/reset procedure per KB, verified node addition via admin UI, and confirmed internet connectivity.
• Current state: Resolved.
• L1 learning points:

1. Use Pair button or admin UI for MX2000 pairing—5-press is for recovery only.

2. Never close a call without confirming the issue is resolved (e.g., “Is the node now online?”).

3. Document exact troubleshooting steps taken to avoid repeat contacts.

Coach Appendix

Weekly Trend Summary

• MX/EA families drive prolonged handle times and lower scores—prioritize protocol adherence and efficiency here.
• Connectivity cases show consistent accuracy gaps; reinforce diagnostic checklists (WAN, signal, topology).
• Escalations often stem from skipped basic troubleshooting—ensure power cycles, LED checks, and WAN validation are routine.

Recurring Patterns

• LED misinterpretation and reset duration errors appear in multiple cases—create a quick-reference guide for common LED states and reset procedures.
• Long hold times without updates harm communication scores—set expectations early and provide intermittent status updates.

Evidence Highlight

• Paulo’s successful E5400 setup #TE00130648 demonstrates strong technical guidance when protocol steps are followed. Use this as a model for future setup calls.

This Week's Calls