deneive.luar@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• WHW is the slowest family at 29m 49s; outlier: 2.0x weekly median handle time.
• MX is the slowest family at 26m 40s; outlier: 1.8x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve basic troubleshooting adherence for connectivity issues.
• Enhance technical accuracy in model-specific guidance (e.g., reset procedures).
• Reduce premature escalation without troubleshooting validation.

What Went Well

Accurate model identification

"Correctly identified and confirmed the product model (E1200) and serial number (1082C61312644) at [02:00]."

#LTS00131645

Professional communication

"Maintained a polite and professional tone throughout the call despite customer frustration."

#LTS00131666, #LTS00131711

Growth Opportunities

Incorrect technical guidance

"Provided factually incorrect information that Linksys no longer supports PAP-2T and suggested contacting Cisco."

#LTS00131645

What better looks like: Validate product support status via KB before directing to ISP/OEM. Confirm warranty eligibility and offer paid support if needed.

Failure to perform basic troubleshooting

"Performed zero troubleshooting steps for a reported internet outage, even though basic steps (e.g., power-cycle) are safe to advise regardless of warranty."

#LTS00131645

What better looks like: Always attempt basic diagnostics (power cycle, LED check, WAN status) before declaring device unsupported or escalating.

Next Week's Focus

• Prioritize basic troubleshooting for connectivity issues (power cycle, WAN check, LED validation) before declaring device unsupported.
• Verify model-specific reset procedures (e.g., 10s reset for MX55 vs. 5-press for LN) using KB before instructing customers.
• Reduce premature escalation by confirming warranty status and attempting self-help steps first.
• Enhance script clarity for out-of-warranty devices: clearly explain paid support options and self-help resources.

Technical Accuracy

Improvement

Incorrectly advised five-press reset on the main router (not valid for MX55). Contradicts KB guidance for MX55 Velop devices.

#LTS00131666

Improvement

Provided factually incorrect information that Linksys no longer supports PAP-2T and suggested contacting Cisco. No troubleshooting performed.

#LTS00131645

Improvement

Failed to collect serial number despite it being required for warranty and escalation. No basic troubleshooting performed before escalation.

#TE00057780

Improvement

Provided incorrect IP address ([REDACTED_PHONE]) instead of [REDACTED_PHONE] or myrouter.local for MR5500 router access.

#LTS00076343

Improvement

Incorrectly claimed EA9500 supports Wi-Fi 7 and provided invalid admin URL 'myrouter.local' for EA series router.

#LTS00131892

Coaching Moments

Strength

"Apologized for the inconvenience and expressed empathy."

#LTS00131678

Strength

"Attempted to collect customer information and model details."

#LTS00131678

Improvement

"Provided wrong reset duration (20 seconds) and used 5‑press method, which applies only to Cognitive Mesh models, not Velop."

#LTS00131678

Escalation Lessons: What L2 Did

#TE00057780 — Pending with Level 2

• What L1 saw: MBE7000 mesh node disconnected. Customer reported VPN configuration attempt on a node without VPN capability.
• Why it escalated: L1 declared node unsupported and escalated after failing to collect serial/WAN status.
• Related call chain: Multiple L1 attempts with inconsistent guidance (ISP referral, vague callbacks).
• What L2 did: Verified node firmware, confirmed VPN passthrough capability, and initiated callback for node re-pairing.
• Current state: Callback pending.
• L1 learning points:

1. Confirm node model and WAN connectivity before declaring unsupported.

2. Use 5-press recovery only on Cognitive Mesh (LN/MX6200/MBE7000), not Velop.

3. Document node count, LED states, and firmware version during diagnosis.

#TE00132292 — Resolved by Level 2

• What L1 saw: Customer needed TAA compliance documentation for LS310C switch.
• Why it escalated: L1 failed to create a case or provide documentation.
• Related call chain: Single L1 contact with no case/ticket creation.
• What L2 did: Located TAA compliance documentation, emailed to customer, and closed case.
• Current state: Resolved.
• L1 learning points:

1. For government-related requests, create a case and confirm documentation availability.

2. Provide clear next steps (e.g., email delivery time) and case reference.

3. Escalate formally when internal resources are unavailable.

Coach Appendix

Highest-signal trend: Premature escalation without basic troubleshooting validation. Focus on model-specific reset procedures and warranty eligibility checks before handing off.

This Week's Calls