trecia.malunjao@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 62m 22s; outlier: 2.3x weekly median handle time.
• SPN is one of the slowest families at 34m 26s.

Problem Categories

Week-over-Week Movement

• Improve accuracy in technical guidance (Wi-Fi standards, model-specific procedures).
• Verify internet connectivity and WAN status before proceeding with troubleshooting.
• Avoid conflating Wi-Fi password with admin password.
• Follow KB-aligned reset procedures and LED interpretations.

What Went Well

1. Correct technical guidance for WHW03 reset

> “Provided correct reset and pairing instructions for WHW03 (KB-aligned).”

#LTS00130852

1. Accurate model identification and KB alignment

> “Correctly identified the SPNM60 model and confirmed it is not supported by the Linksys app [03:00], per KB guidance.”

#LTS00131031

Growth Opportunities

1. Avoid materially incorrect technical information

> “Incorrectly stated Wi-Fi 5 supports up to 2 Gbps [12:00] (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi-Fi 7 as current technology [11:00].”

#LTS00130691

Next step: Reference KB for Wi-Fi standards and confirm product compatibility before stating capabilities.

1. Verify connectivity and use model-specific guidance

> “Did not verify upstream WAN/modem connection or perform a power cycle — critical omissions for intermittent internet loss. Provided incorrect default password guidance ('admin') for Velop router [17:00].”

#LTS00034316

Next step: Always check WAN status first and use model-specific admin credentials (e.g., recovery key for Velop).

Next Week's Focus

• Verify WAN/modem status before proceeding with any troubleshooting steps.
• Use model-specific reset procedures (e.g., 10s reset for WHW03, 5-press for Cognitive Mesh only).
• Avoid conflating Wi-Fi passwords with admin passwords; use recovery keys for admin access.
• Confirm connectivity outcomes after each troubleshooting step to avoid redundant loops.

Technical Accuracy

Improvement

“Incorrectly stated Wi-Fi 5 supports up to 2 Gbps (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi-Fi 7 as current technology (KB: Wi-Fi 7 is not mainstream or supported on most Linksys consumer models).”

#LTS00130691

Note: Always cross-check Wi-Fi standards against KB before stating speeds or availability.

Improvement

“Provided inaccurate LED interpretation: claimed nodes turned solid green ([10:00], [11:00]) when customer reported blinking red. Velop nodes show solid purple (ready) or solid white (online), not green.”

#LTS00130697

Note: Use KB-led references for Velop LED states to avoid misdiagnosis.

Improvement

“Incorrectly stated that expired warranty voids all technical support, including basic password-retrieval guidance.”

#LTS00130727

Note: Always offer self-help options (label checks, http://myrouter.local) regardless of warranty status.

Escalation Lessons: What L2 Did

#TE00131379 — Resolved by Level 2

• What L1 saw: LN1600 child node solid red, unable to pair after resets. Customer on Community Fiber.
• Why it escalated: Node remained offline despite L1 resets, password recovery, and firmware checks.
• What L2 did: Confirmed child node LED (steady white when wired), verified parent node wiring, and guided customer through re-pairing via 5-press (valid for LN1600).
• Current state: Resolved after L2 confirmed stable mesh backhaul.
• L1 learning points:

1. Confirm product family (LN = Cognitive Mesh) before using 5-press pairing.

2. Verify WAN connectivity and node LED states before resets.

3. Document every step taken to avoid repeating ineffective troubleshooting.

Coach Appendix

Weekly trend: High handle times on LN and SPN families correlate with lower accuracy scores. CONNECTIVITY remains the top problem category, but resolution rates lag due to incomplete WAN verification.

Key pattern: Recurring issues with model-specific guidance (e.g., Velop LED interpretation, SPNM60 admin URLs) and technical inaccuracies (Wi-Fi standards, password conflation). Focus next week on model-specific KB cross-checking and WAN-first diagnostics.

This Week's Calls