vennemir.calvin@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 24m 4s; outlier: 1.9x weekly median handle time.
• MBE is the slowest family at 23m 42s; outlier: 1.9x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve accuracy in technical guidance (e.g., correct URLs, reset durations, pairing methods).
• Enforce protocol for collecting model/serial numbers in every call.
• Reduce premature escalation to paid support without attempting basic troubleshooting.
• Enhance communication clarity and empathy, especially during high-stress calls.

What Went Well

Accurate warranty status communication

- "Accurately communicated warranty expiration date and status (e.g., 'the warranty status had expired around September 4 of [REDACTED_YEAR]' in call_id 045ca6ec-5b95-11f1-84c8-42010a623f91)."

#LTS00131473

Correct use of KB-aligned troubleshooting steps

- "Guided customer through correct factory reset and 5-press pairing for MX6200 (e.g., 'hold reset button until LED turns off' in call_id 600b52f8-5b73-11f1-95f6-42010a623f91)."

#LTS00094375

Correctly identified and avoided providing incorrect guidance for non-Linksys product

- "Correctly identified the product as non-Linksys and avoided providing incorrect technical guidance."

#LTS00057293

Growth Opportunities

Incorrect technical guidance and protocol violations

- "Provided materially incorrect technical advice (e.g., 'new hard drive' in call_id 045ca6ec-5b95-11f1-84c8-42010a623f91, 'martmartwifif.com' in call_id 911372bc-59f8-11f1-8160-42010a62006f)."

#LTS00131473

What better looks like: Provide accurate technical guidance aligned with KB, avoid hallucinations, and ensure URLs are correct.

Failure to collect essential product details

- "Failed to collect model/serial number in multiple calls (e.g., 'Did not collect model or serial number' in call_id ca6a44c4-5b91-11f1-b5c9-42010a62006f, 'Failed to capture product model' in call_id 55a27cf8-5b71-11f1-b15f-42010a62006f)."

#LTS00131468

What better looks like: Always collect and verify model/serial numbers at the start of the call to ensure accurate troubleshooting.

Next Week's Focus

• Collect model/serial numbers in every call to ensure accurate troubleshooting and avoid misdiagnosis.
• Verify URLs and technical steps against KB before providing guidance to prevent inaccuracies.
• Improve empathy and communication clarity, especially during high-stress calls, to build trust and reduce frustration.
• Focus on CONNECTIVITY and SETUP categories to reduce handle times and improve resolution rates.

Technical Accuracy

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.

#LTS00101153

Improvement

Provided incorrect support URL ('support.com' instead of 'support.linksys.com') in call_id 0af952a6-5835-11f1-81fd-42010a62006f, constituting a serious accuracy and safety risk.

#LTS00130705

Improvement

Incorrect factory reset duration (20 seconds) advised for WHW03 Velop system in call_id ca6a44c4-5b91-11f1-b5c9-42010a62006f. KB specifies 10 seconds for Velop models.

#LTS00131468

Strength

Correctly identified and avoided providing incorrect guidance for non-Linksys product (TP-Link Deco) in call_id a06d7df6-5850-11f1-a6c7-42010a623f91.

#LTS00057293

Coaching Moments

Improvement

"Did not collect model or serial number, violating protocol for product-specific troubleshooting."

Note: Collecting model/serial numbers is critical for accurate troubleshooting and warranty validation.

#LTS00131468

Improvement

"Incorrectly stated that remote access is no longer supported ([08:00]), contradicting the KB and directly harming the customer's use case."

Note: Remote access is still supported; ensure accurate information is provided.

#LTS00131392

Improvement

"Provided incorrect default admin password ('admin') for WHW01, contradicting KB which states unique password on label."

Note: Always refer to KB for default credentials and avoid assumptions.

#LTS00131214

Improvement

"Misrepresented MX2000 as a mesh system with 'child nodes' (KB clearly states MX2000 is a single-unit router, not a mesh system)."

Note: Ensure product knowledge is accurate to avoid misdiagnosis and confusion.

#LTS00131305

Improvement

"Provided factually incorrect information: claimed MAC address could not be removed because it belonged to the router ([06:00], [07:00]). This contradicts KB guidance on MAC filtering and device blocking in the Velop admin UI."

Note: MAC filtering and device blocking are valid methods for removing unauthorized devices.

#LTS00110405

Escalation Lessons: What L2 Did

#TE00122939 — Resolved by Level 2

• What L1 saw: Customer to verify modem internet connectivity (swap cable, test with another device) and contact ISP; case number provided for follow-up.
• Why it escalated: Escalation trigger was not explicit in the available notes.
• Related call chain: This was a repeat contact; an earlier agent closed the call with an ISP referral, vague next step, or unresolved status, requiring L2 to continue the case.
• What L2 did: Verified issue, confirmed Cnode proximity, reset nodes, and guided customer through admin access and SSID verification.
• Current state: Resolved.
• L1 learning points:

- Always verify modem connectivity before escalating.

- Document exact troubleshooting steps and outcomes.

- Ensure clear next steps are provided to the customer.

#TE00092429 — Resolved by Level 2

• What L1 saw: Escalated to Level 2; customer to send error screenshot via email; await callback within 24-48 hours.
• Why it escalated: Customer was unable to verify account due to a non-functional verification link.
• Related call chain: This was a repeat contact; an earlier agent closed the call after vague suggestions, requiring L2 to continue the case.
• What L2 did: Claimed the ticket, requested screenshot, and guided customer through account verification and callback.
• Current state: Resolved.
• L1 learning points:

- Attempt direct account verification or use internal tools when possible.

- Set clear expectations and provide a valid escalation path.

- Document all troubleshooting steps and customer actions.

Coach Appendix

• Highest-signal weekly trend: CONNECTIVITY and SETUP categories show the longest handle times and lowest scores. Focus on improving efficiency and accuracy in these areas.
• Recurring technical pattern: Incorrect technical guidance (e.g., URLs, reset durations, pairing methods) and failure to collect essential product details. Ensure all guidance is KB-aligned and model/serial numbers are collected in every call.
• Evidence:

- Incorrect support URL provided in call_id 0af952a6-5835-11f1-81fd-42010a62006f.

- Incorrect factory reset duration advised in call_id ca6a44c4-5b91-11f1-b5c9-42010a62006f.

- Failure to collect model/serial numbers in call_id ca6a44c4-5b91-11f1-b5c9-42010a62006f.

This Week's Calls