maylene.delada@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 38m 49s; outlier: 1.6x weekly median handle time.
• SPN is the slowest family at 38m 36s; outlier: 1.5x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Improve accuracy in technical guidance, especially reset methods for specific models.
• Verify warranty status before offering paid support to avoid protocol violations.
• Enhance communication clarity and avoid scripted responses without confirming customer understanding.
• Address PCI compliance risks by ensuring secure handling of payment information.

What Went Well

• Correct Identification of Product Model and Warranty Status

> Collected serial number and confirmed the correct model (WHW01) and its status as a legacy Velop unit per KB.

#LTS00131626

• Patient and Clear Guidance for Elderly Customer

> Patiently walked an elderly customer through the email attachment process at [09:00]-[11:00].

#LTS00132419

Growth Opportunities

• Incorrect Technical Guidance on Reset Methods

> Provided wrong pairing method (5-press) for MX6200 (Velop) device, which uses Pair button, not 5-press method.

#LTS00131725

Next Step: Ensure correct pairing methods are used for each device family. Refer to KB for model-specific instructions and verify understanding before proceeding.

• Failure to Verify Warranty Status Before Offering Paid Support

> Offered paid support without first verifying warranty status or confirming eligibility path.

#LTS00082463

Next Step: Always verify warranty status before offering paid support. Use the warranty lookup tool and confirm eligibility with the customer.

Next Week's Focus

• Standardize Setup Procedures: Develop and follow a standardized setup process for common issues to improve consistency and efficiency.
• Enhance Diagnostic Skills: Practice and refine diagnostic steps for connectivity issues, focusing on systematic troubleshooting and verification.
• Improve Protocol Adherence: Review and reinforce standard operating procedures to ensure consistent application of protocols across all calls.
• PCI Compliance: Ensure secure handling of payment information by confirming warranty status before collecting credit card details and using secure methods.

Technical Accuracy

• Improvement

> Incorrect 5-press pairing method advised for MX6200 model, which should use Pair button per KB.

#LTS00131725

• Improvement

> Provided irrelevant advice to install Chrome when issue persisted across multiple platforms.

#TE00131380

• Improvement

> Critical PCI compliance violation by collecting credit card details over unsecured channel.

#LTS00082463

• Improvement

> Incorrectly stated Linksys Cloud is no longer accessible, contradicting KB guidance.

#LTS00131888

• Strength

> Accurate product identification aligned with KB guidance.

#TE00131380

Coaching Moments

• Improvement

> Provided factually incorrect pairing method (5-press) not valid for any Linksys mesh system.

>

> Agent incorrectly claimed the SBANM X 57 is 'Intelligent Mesh' and requires 5-press pairing, which is not a valid method for this or any known Linksys mesh family.

> Agent stated the node should turn purple or pink during pairing — no Linksys mesh device uses purple/pink LEDs for pairing.

> Agent placed customer on hold for over 2 minutes (16:00–18:00) while conducting unrelated personal conversation.

> Agent failed to collect extender model number despite asking for it (11:00), then proceeded with incorrect guidance.

#LTS00132405

• Improvement

> Misidentified setup mode LED color as purple/pink; correct indicator is blinking blue.

> Suggested MAC cloning without diagnosing the actual issue or confirming it was needed.

> Failed to verify warranty status before offering paid support.

> Did not provide correct setup instructions via Linksys app or pair button method.

#LTS00132158

Escalation Lessons: What L2 Did

#TE00131380 — Resolved by Level 2

• What L1 Saw: Customer reported HTTP 503 errors and a blank blue screen when accessing the router's web UI via myrouter.local and [REDACTED_PHONE], and app changes not saving.
• Why it Escalated: The issue persisted despite basic troubleshooting (power cycle, cache clearing) and required deeper diagnostic skills.
• Related Call Chain: This was a repeat contact; the initial call was closed without resolution, leading to escalation.
• What L2 Did: L2 performed advanced troubleshooting, including verifying firmware version, recovery key availability, and bridge-mode status. They also provided a clear callback timeframe and set proper expectations.
• Current State: Resolved.
• L1 Learning Points:

- Always verify firmware version and recovery key availability before suggesting a factory reset.

- Confirm whether the router is in bridge mode, as this can explain web UI and app issues.

- Use the correct URLs (myrouter.local or [REDACTED_PHONE]) for local access and avoid suggesting incorrect URLs.

#TE00132074 — Pending with Level 2

• What L1 Saw: Child nodes show blue/green LEDs but do not provide Wi-Fi; cannot join the network.
• Why it Escalated: The issue exceeded L1's troubleshooting capabilities, and deeper diagnostic skills were required.
• Related Call Chain: This was a repeat contact; the initial call was closed without resolution, leading to escalation.
• What L2 Did: L2 is currently investigating the issue, focusing on signal strength, node redeployment, and password checks.
• Current State: Callback.
• L1 Learning Points:

- Verify ISP connectivity before troubleshooting node issues.

- Use the correct admin URLs (myrouter.local or [REDACTED_PHONE]) for Velop devices.

- Collect and verify product model and serial number early in the call.

#TE00097428 — Resolved by Level 2

• What L1 Saw: Cannot access router admin pages locally or remotely for any of the routers.
• Why it Escalated: The issue required advanced troubleshooting and warranty verification.
• Related Call Chain: This was a repeat contact; the initial call was closed without resolution, leading to escalation.
• What L2 Did: L2 confirmed default IP, noted EA7500 is out of warranty, offered paid support, and committed to sending an email with self-help steps.
• Current State: Resolved.
• L1 Learning Points:

- Collect required serial number for EA9300 or other devices despite needing it for warranty verification and support eligibility.

- Confirm whether the customer can access the local admin page after suggesting browser and connection changes.

- Jump to paid support offering without first providing model-specific troubleshooting steps.

#TE00132214 — Resolved by Level 2

• What L1 Saw: Previous support call had muffled audio and background noise, making communication impossible; customer seeks a successful callback on the existing ticket.
• Why it Escalated: The call was disconnected during troubleshooting, and the customer needed a successful callback.
• Related Call Chain: This was a follow-up call; the initial call was closed without resolution, leading to escalation.
• What L2 Did: L2 confirmed the case was escalated to Level 2 and promised a callback once the technician's line was fixed.
• Current State: Resolved.
• L1 Learning Points:

- Collect and confirm product-specific information (model, serial, warranty) early in the call.

- Attempt to diagnose and resolve the customer's issue or verify device/network status.

- Avoid excessive hold times without updates or context.

Coach Appendix

• Highest-Signal Weekly Trend: The most significant trend this week was the increase in handle time for MX and SPN product families, indicating a need for deeper troubleshooting and potential training on these models.
• Recurring Technical Pattern: Incorrect technical guidance, particularly on reset methods and pairing procedures, was a recurring issue. This highlights a need for reinforced training on model-specific troubleshooting steps.

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.

This Week's Calls