gerlie.miguello@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• E is the slowest family at 54m 10s; outlier: 2.1x weekly median handle time.
• OTHER is the slowest family at 47m 17s; outlier: 1.8x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve accuracy in technical guidance and adherence to KB
• Enhance protocol adherence, especially model/serial verification
• Reduce incorrect LED and pairing method guidance

What Went Well

1. Persistence in complex mesh troubleshooting

> “I hope this email finds you well. I am reaching out to request a copy of the proof of purchase for the router, along with a clear picture of its serial number. These details are necessary for [warranty verification/support purposes/any specific reason]. Please provide the following: A copy of the receipt or invoice for the router. A photo showing the serial number on the device.”

#TE00132422

You methodically collected prerequisites and escalated appropriately when technical thresholds were met.

1. Empathetic customer engagement

> “I understand this has been frustrating. Let’s work through this step-by-step together.”

#LTS00132395

Your calm, patient tone helped de-escalate a password-reset situation and maintained trust.

Growth Opportunities

1. Technical accuracy in guidance

> “The Linksys Smart Wi‑Fi portal is no longer accessible – you’ll need to use the local IP address.”

#LTS00131563

Next step: Always verify URLs against KB before stating they’re deprecated. For login issues, confirm network connectivity first, then guide through myrouter.local or [REDACTED_PHONE].

1. Protocol adherence for device identification

> (No model/serial collected during call)

#LTS00131563

Next step: Start every call by confirming product model and serial number. This enables accurate troubleshooting and warranty checks.

Next Week's Focus

• Verify model/serial before any troubleshooting step – this prevents misdirected guidance.
• Use 5-press pairing only for supported models (LN/MBE/Cognitive Mesh); for MX/Velop use UI or app add-node flow.
• Avoid stating URLs are deprecated without KB validation – direct customers to myrouter.local or provided IPs.
• Document LED states correctly (e.g., solid blue = connected, blinking red = pairing) to prevent confusion.

Technical Accuracy

Improvement

Agent provided incorrect information about the accessibility of linksyssmartwifi.com, directly contradicting KB guidance.

#LTS00131563

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.

#TE00131625

Improvement

Agent provided an incorrect and potentially unsafe URL, which is a critical accuracy failure.

#LTS00073635

Strength

Agent demonstrated strong protocol adherence by accurately collecting customer details.

#TE00131625

Improvement

Agent incorrectly stated that the Linksys app is not compatible with SPNMX56, which is inaccurate per KB.

#LTS00131807

Coaching Moments

Improvement

“Have you already performed resetting the routers?”

Note: Failed to follow standard protocol – no device identification, no connectivity verification, and no troubleshooting flow for web UI access provided.

#LTS00131563

Improvement

“The page doesn't load, so it just stays blue or white on the screen.”

Note: Did not suggest standard web UI troubleshooting steps (e.g., myrouter.local, cache clearing, incognito mode).

#LTS00131575

Escalation Lessons: What L2 Did

#TE00131625 — Resolved by Level 2

• What L1 saw: MX8500 mesh parent node; child node lost connection, LED flashing red.
• Why it escalated: L1 incorrectly claimed device was OOW and provided invalid pairing method.
• What L2 did:

- Confirmed nodes were within warranty.

- Guided customer through correct 15-second hard reset and 5-press pairing (valid for MX8500).

- Verified UI access via myrouter.local and re-added child nodes.

• L1 learning points:

1. Always verify warranty status before stating OOW.

2. Use model-specific pairing methods – 5-press is valid for MX8500.

3. Confirm LED states match KB (red = disconnected, blue = connected).

#TE00132021 — Resolved by Level 2

• What L1 saw: MX4200 losing internet after ISP change; nodes red/blinking.
• Why it escalated: L1 missed WAN/modem verification and provided incorrect DNS advice.
• What L2 did:

- Confirmed modem was online via direct PC test.

- Reconfigured parent node WAN settings to match new ISP.

- Guided customer through node re-addition via UI.

• L1 learning points:

1. Always test WAN connectivity directly before troubleshooting mesh.

2. Avoid changing DNS settings unless explicitly required.

3. Use model-specific add-node flows (UI for MX series).

Coach Appendix

Highest-signal trend: Inconsistent model verification leads to misapplied troubleshooting (e.g., incorrect pairing methods, LED interpretations). Focus on capturing serial numbers and cross-referencing KB before proceeding.

This Week's Calls