dennis.gamolo@concentrix.com — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 16 | 29m 13s | MX6200 | CONNECTIVITY | 16 | 2 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.00 | 16 |
| Protocol | 1.70 | 16 |
| Communication | 2.20 | 16 |
| Overall | 1.80 | 16 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MR | 1 | 63m 25s | 1.20 | 1.00 | 2.00 | 2.00 | Outlier: 2.8x weekly median handle time |
| WHW | 2 | 59m 42s | 1.70 | 2.50 | 1.50 | 2.00 | Outlier: 2.6x weekly median handle time |
| MX | 5 | 31m 47s | 1.88 | 1.80 | 1.60 | 2.00 | |
| LN | 1 | 28m 39s | 2.80 | 4.00 | 2.00 | 3.00 | |
| RE | 2 | 22m 36s | 2.45 | 1.50 | 1.50 | 2.50 | |
| SPN | 3 | 20m 24s | 1.37 | 1.00 | 1.33 | 2.00 | |
| EA | 1 | 14m 41s | 2.80 | 2.00 | 2.00 | 2.00 | |
| WRT | 1 | 11m 50s | 1.10 | 1.00 | 1.00 | 2.00 | |
| E | 1 | 8m 31s | 1.40 | 1.00 | 2.00 | 2.00 |
Key Observations
- MR is the slowest family at 63m 25s; outlier: 2.8x weekly median handle time.
- WHW is the slowest family at 59m 42s; outlier: 2.6x weekly median handle time.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 7 | 26m 8s | 1.60 | 1.90 | 1.60 | 2.00 | ✓ |
| SETUP | 6 | 33m 49s | 1.70 | 1.50 | 1.70 | 2.30 | ✓ |
| ACCESS | 1 | 14m 41s | 2.80 | 2.00 | 2.00 | 2.00 | |
| NO TROUBLESHOOTING NEEDED | 1 | 8m 31s | 1.40 | 1.00 | 2.00 | 2.00 | ✓ |
Week-over-Week Movement
- Improve technical accuracy in troubleshooting steps and LED interpretations.
- Provide correct support URLs and avoid unsafe domains.
- Follow model-specific reset and pairing procedures.
- Verify WAN connectivity before escalating or closing calls.
What Went Well
Customer Information Collection
"Okay. Yes, so just to set your expectation that the Linksys Smart Wi‑Fi link has been discontinued. So, you can still make use of the app, but you can access the router settings locally. Okay."
Clear Communication of Discontinued Features
"You can still access to router settings by going into my router dot local or you can use the router IP address by default that is one 92 dot 168 dot one dot one"
Calm Tone During Customer Frustration
"Thank you for calling Linksys. This is Eppie. How can I help you?"
Growth Opportunities
Technical Accuracy and Protocol Adherence
"Based on our records, your range extender appears to be out of warranty. After troubleshooting the device today, we have identified a possible hardware issue."
What better looks like:
- Verify warranty status using serial number before stating out-of-warranty.
- Provide step-by-step reset instructions for the specific model.
- Guide customers to extender.linksys.com for setup when default SSID isn’t visible.
Troubleshooting and Resolution
"I am endorsing this ticket for technical escalation. All relevant details were gathered."
What better looks like:
- Perform model-specific diagnostics before escalation.
- Offer self-help resources (e.g., KB articles, reset procedures).
- Confirm WAN connectivity and ISP status before closing calls.
Next Week's Focus
- Practice model-specific reset and pairing procedures for MX, WHW, and RE series.
- Verify WAN connectivity (modem lights, ISP status) on every connectivity call.
- Use correct support URLs (support.linksys.com) and avoid unsafe domains.
- Document all troubleshooting steps in HappyFox for continuity.
Technical Accuracy
Improvement
Provided incorrect reset duration (30 seconds instead of 10 seconds) and misidentified LED states (pink/purple instead of blue) for RE7000. Failed to guide customer to extender.linksys.com for setup.
Improvement
Incorrectly stated that WRT3200ACM has no firmware updates and provided wrong support URL (www.linux.com). Failed to troubleshoot intermittent connectivity issue.
Improvement
Incorrectly applied 5-press pairing method to MX6200 (should use Pair button) and misinterpreted LED states. Failed to resolve internet connectivity issue.
Coaching Moments
Strength
"All right; thank you. and you also have your phone number starting with the area code. I'm sorry. O-724. Let me repeat that. You said it's O-7. Okay. 0-777-8169-558. right? okay, thank you."
Improvement
"Which country are you based in? Yeah. What country are you contacting from? Okay, thank you. Hold on a second, okay? All right, and how may I help you for today? Okay. Okay."
Escalation Lessons: What L2 Did
#LTS00132009 — Resolved by Level 2
- What L1 saw: RE7000 extender flashing yellow then dark, unable to see default Wi‑Fi network.
- Why it escalated: L1 failed to guide to extender.linksys.com and used incorrect 30-second reset.
- What L2 did: Verified hardware fault, requested purchase receipt for warranty validation, and provided clear next steps.
- Current state: Resolved.
- L1 learning points: Use 10-second reset per KB, guide to extender.linksys.com, confirm power and LED states before escalation.
#TE00132214 — Resolved by Level 2
- What L1 saw: WHW03 nodes blinking red after storm, no internet.
- Why it escalated: L1 exceeded troubleshooting time without resolving issue.
- What L2 did: Performed node swaps, reset procedures, and verified modem connectivity to restore service.
- Current state: Resolved.
- L1 learning points: Check modem/ONT status first, use model-specific reset (20-second hold for WHW03), document LED changes.
Coach Appendix
Highest-signal trend: Persistent technical inaccuracies (reset durations, LED interpretation, support URLs) and insufficient WAN verification before escalation. Focus next week on model-specific troubleshooting scripts and WAN diagnostic checklists.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130583 | 2026-06-02 | 2.8 | INBOUND | LN1100 | SETUP | ✓ Likely resolved |
| #LTS00131794 | 2026-06-02 | 1.8 | INBOUND | WHW0301GC | CONNECTIVITY | No resolution provided |
| #LTS00131806 | 2026-06-02 | 1.2 | INBOUND | MR9000 | CONNECTIVITY | No