paolo.ebora@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 150m 45s; outlier: 2.9x weekly median handle time.
• MX is one of the slowest families at 54m 18s.

Problem Categories

Week-over-Week Movement

• Protocol adherence: Multiple calls show failure to follow KB procedures (e.g., incorrect pairing methods, missed workarounds).
• Technical accuracy: Frequent errors in admin URLs, login methods, and troubleshooting steps.
• Call closure: Several calls ended without resolution or clear next steps, leading to unresolved issues.

What Went Well

1. Technical resolution on MR8300 speed issue

> Correctly diagnosed 10/100 link bottleneck via adapter status check and guided cable replacement, restoring expected speeds.

#TE00131478

1. Persistence in mesh node resolution

> Successfully guided customer through multiple resets and 5-press pairing on MX6200, achieving full mesh synchronization.

#TE00132422

Growth Opportunities

1. Incorrect technical guidance on Velop WHW01

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.

#LTS00131738

1. Protocol and accuracy failures in MBE7000 calls

> Failed to apply known KB workaround for error 2179 (http://[REDACTED_PHONE]/ui/local/dynamic/index.html) and disconnected calls without resolution.

#TE00124455

Next Week's Focus

• Verify device family before applying troubleshooting steps (e.g., avoid 5-press pairing on Velop models).
• Apply KB workarounds proactively for known errors (e.g., error 2179 on MBE7000).
• Improve call closure by confirming next steps and documenting outcomes clearly.
• Reduce handle times by streamlining diagnostics and avoiding redundant steps.

Technical Accuracy

• Improvement

> Incorrectly applied 5-press pairing method to Velop WHW01, which requires app/web UI pairing. Led to unresolved setup issue.

#LTS00131738

• Improvement

> Missed known KB workaround for MBE7000 error 2179, leading to unresolved admin UI access issue.

#TE00124455

• Improvement

> Incorrectly instructed customer to use [REDACTED_PHONE] for MBE7000 admin access; correct URL is myrouter.info per KB.

#TE00124455

• Strength

> Accurately identified and resolved cable bottleneck issue on MR8300, restoring expected speeds.

#TE00131478

• Strength

> Persisted through multiple failed attempts and achieved full mesh synchronization on MX6200.

#TE00132422

Coaching Moments

• Improvement

> Led to unresolved setup issue.

#LTS00131738

• Improvement

> Missed known KB workaround for MBE7000 error 2179 (http://[REDACTED_PHONE]/ui/local/dynamic/index.html), leading to unresolved admin UI access issue.

> #TE00124455

• Improvement

> Incorrectly instructed customer to use [REDACTED_PHONE] for MBE7000 admin access; correct URL is myrouter.info per KB.

> #TE00124455

Escalation Lessons: What L2 Did

#TE00116301 — Resolved by Level 2

• What L1 saw:

Customer reported a mesh child node stuck with a solid red LED and unable to pair. L1 attempted resets and reconfiguration but failed to resolve the issue.

• Why it escalated:

The case was escalated due to repeated failures in pairing and unresolved red LED status.

• What L2 did:

L2 reviewed the case, confirmed the need for a factory reset, and guided the customer through proper reset procedures, resulting in the node turning solid blue and joining the mesh network.

• Current state:

Resolved.

• L1 learning points:

- Always verify the device model and follow model-specific reset procedures.

- Use the correct pairing method for the device (e.g., app/web UI for Velop models).

- Document each step and confirm outcomes before closing the case.

#TE00023348 — Resolved by Level 2

• What L1 saw:

Customer experienced intermittent disconnects on an MX6200 mesh system, with the parent node turning red.

• Why it escalated:

L1 was unable to resolve the issue after multiple attempts and advised the customer to monitor the situation.

• What L2 did:

L2 conducted advanced troubleshooting, including checking network logs and performing a firmware reflash, which stabilized the connection.

• Current state:

Resolved.

• L1 learning points:

- Collect and review network logs when troubleshooting intermittent connectivity issues.

- Consider firmware updates as a potential solution for unstable connections.

- Escalate early if standard troubleshooting steps fail to provide clarity.

#TE00131478 — Resolved by Level 2

• What L1 saw:

Customer reported slow wired speeds on an MR8300 router, far below the subscribed plan.

• Why it escalated:

L1 identified a potential issue but was unable to confirm the root cause without advanced diagnostics.

• What L2 did:

L2 diagnosed a 10/100 link bottleneck caused by an outdated Ethernet cable and guided the customer to replace it with a Cat-6 cable, restoring expected speeds.

• Current state:

Resolved.

• L1 learning points:

- Check Ethernet adapter link speeds to identify potential bottlenecks.

- Guide customers to replace outdated cables when necessary.

- Validate speed improvements with multiple speed tests.

#TE00124455 — Pending with Level 2

• What L1 saw:

Customer couldn’t access the admin UI on an MBE7000 router and experienced UI freezes with error 2179.

• Why it escalated:

L1 provided incorrect guidance and failed to apply known workarounds, leading to an unresolved issue.

• What L2 did:

L2 is currently reviewing the case, planning to apply the known KB workaround and guide the customer through proper UI access.

• Current state:

Pending.

• L1 learning points:

- Apply known KB workarounds for specific errors (e.g., error 2179).

- Use the correct admin URL (myrouter.info) for MBE7000 models.

- Ensure clear communication and document all steps taken.

#TE00132422 — Resolved by Level 2

• What L1 saw:

Customer was unable to add a new MX6200 node to an existing mesh network.

• Why it escalated:

L1 attempted basic troubleshooting but was unable to achieve mesh synchronization.

• What L2 did:

L2 guided the customer through proper resets, 5-press pairing, and app setup, resulting in all nodes turning solid blue and the network functioning correctly.

• Current state:

Resolved.

• L1 learning points:

- Follow model-specific pairing procedures (e.g., 5-press pairing for MX6200).

- Persist through multiple attempts and validate outcomes at each step.

- Use the Linksys app for adding and managing mesh nodes.

Coach Appendix

• Highest-signal weekly trend: Protocol adherence dropped significantly, with multiple calls showing failure to follow KB procedures (e.g., incorrect pairing methods, missed workarounds).
• Recurring technical pattern: Frequent errors in admin URLs, login methods, and troubleshooting steps, particularly in MBE7000 and WHW01 cases.
• Evidence:

- Missed KB workaround for MBE7000 error 2179 #TE00124455

- Incorrect admin URL guidance for MBE7000 #TE00124455

This Week's Calls