riojene.ladera@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 one of the slowest families at 22m 55s.
• E is one of the slowest families at 21m 7s.

Problem Categories

What Went Well

1. Accurate model identification – Consistently captured product details before troubleshooting, avoiding misdirected guidance.

> “All right, sir, can you double check for me if the model number of your Linksys device is MX? MX6200? Got it.”

#PR00005769

1. Effective mesh node pairing – Applied the 5‑press method correctly, restoring connectivity and solid white LED status.

> “Now for the one that shows blue light, sir, all you need to do is you can just press…”

#LTS00045681

Growth Opportunities

1. Avoid factually incorrect technical claims – Several calls contained unsupported statements about product capabilities (e.g., Wi‑Fi 7 support on EA7500).

> “the EA7500 router supports Wi‑Fi 7 … which is false; EA7500 is a Wi‑Fi 5 device.”

#LTS00130888

1. Perform basic diagnostics before escalating or offering paid support – Skipping LED checks, power cycles, or WAN validation led to incomplete triage.

> “Did not perform any diagnostic troubleshooting steps despite clear symptom (solid red LEDs on all nodes).”

#TE00130941

Next-step focus: Verify product specs via KB before stating capabilities; run power‑cycle/LED checks for any connectivity report.

Next Week's Focus

• Collect model/serial number in the first 30 seconds of every call – use it to pull warranty status and KB articles instantly.
• Run a standardized connectivity triage (modem power‑cycle, LED check, WAN cable verification) on all red‑light or no‑internet reports.
• Reference model‑specific reset procedures (e.g., 15‑second reset for MX6200, not 20 seconds) and confirm default credentials before proceeding.
• Avoid product recommendations that aren’t explicitly documented in KB (e.g., non‑existent “MX6222” or “Veloop Pro7”).

Technical Accuracy

Strength

• Accurate model identification and serial capture in multiple calls, enabling proper case routing and warranty checks.

#PR00005769, #LTS00131430

Improvement

• Incorrect reset duration: Instructed a 20‑second reset for MX6200 (KB specifies 15 seconds).

#PR00005769

Improvement

• Unsupported procedure: Advised a 5‑press reset sequence on MX6200, which is not a valid recovery method for this model.

#PR00005769

Improvement

• Misleading product claim: Stated MX5500 has a 2.5G WAN port (KB confirms 1G WAN only).

#LTS00123747

Improvement

• Non‑existent product reference: Recommended “MX6222,” which is not an existing Linksys model.

#LTS00123747

Coaching Moments

Strength

“All right, so now whenever that you’re ready manual by the way the first name and the last name uh indicated in the car that you’re going to use please take your t…”

Collected patient customer information and set clear expectations before proceeding.

#LTS00103439

Improvement

“We no longer have any firmware updates for the Demark 5500 device. Sir. Hold on. Uh, which one did you have? What’s the firmware? Oh, we’re sorry. We’re sorry. The latest version is way back 2021, sir. December 17, 2021. That’s 1…”

Provided factually inaccurate product lineage and firmware timeline.

#GI00131498

Escalation Lessons: What L2 Did

#TE00130941 — Resolved by Level 2

• What L1 saw: Customer reported solid red LEDs on all Velop WHW01 nodes after a Spectrum outage; L1 offered paid support or email steps without diagnosing.
• Why it escalated: L1 failed to verify WAN connectivity, perform LED diagnostics, or attempt basic resets – case exceeded L1 scope.
• Related call chain: This was a repeat contact; L1 previously closed #LTS00130941 with vague email promise, forcing escalation.
• What L2 did: Verified hardware health, confirmed WAN status, performed factory reset and 5‑press pairing, and validated solid white LED and internet restore.
• Current state: Resolved – nodes now show solid white and connect to the mesh.
• L1 learning points:

1. For solid red LEDs, always check WAN cable, power‑cycle modem/router, and attempt a factory reset before offering paid support.

2. Document serial number and LED status early to guide troubleshooting.

3. Avoid vague “email steps” promises; either resolve or escalate with clear next steps.

#PR00005769 — Pending with Level 2

• What L1 saw: MX6200 parent node stuck in pulsing blue LED; L1 performed multiple resets and an unsupported 5‑press sequence without confirming WAN or topology.
• Why it escalated: L1 exhausted safe L1 troubleshooting and could not stabilize the node – hardware fault or advanced diagnostics required.
• Related call chain: This was a follow‑up to an earlier L1 case where the node was incorrectly reset and misdiagnosed.
• What L2 did: (Pending) L2 will verify WAN, inspect node hardware, attempt safe resets per KB, and determine if RMA or replacement is needed.
• Current state: Pending – awaiting L2 diagnostics and possible return.
• L1 learning points:

1. Confirm WAN/internet status before initiating resets on MX series nodes.

2. Use only KB‑approved reset methods (15‑second hold for MX6200, not 20 seconds or 5‑press).

3. If LED remains unstable after safe resets, document observations and escalate with clear symptom description.

Coach Appendix

High‑signal trend: MX and E families drive prolonged handle times and lower scores – these products need standardized, model‑specific troubleshooting flowcharts and quicker escalation criteria.

Recurring pattern: Incorrect technical claims (Wi‑Fi generations, WAN port speeds, non‑existent models) undermine credibility and extend call time. Focus on KB verification before stating specifications.

Evidence from above sections only.

This Week's Calls

| #LTS00130916 | 2026‑05‑26 | 3.00 | INBOUND | MR6