regin.magnetico@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 28m 59s; outlier: 1.6x weekly median handle time.
• MR is one of the slowest families at 21m 31s.

Problem Categories

Week-over-Week Movement

• Improve model identification accuracy
• Enhance protocol adherence for troubleshooting steps
• Reduce premature escalation to paid support
• Provide correct technical guidance for mesh node recovery

What Went Well

Correct troubleshooting guidance for MX6200 node recovery

Agent provided correct 5-press pairing instructions for MX6200 per KB.

#LTS00073871

Effective use of recovery key for admin password reset

Agent correctly guided the customer through admin password reset using the five-digit recovery key.

#LTS00073871

Growth Opportunities

Incorrect model identification leading to wrong troubleshooting steps

Customer explicitly stated "Velop System Pro 7", but agent assumed MBE7000 (Cognitive Mesh). This led to incorrect LED behavior interpretation and troubleshooting paths.

#LTS00131582

Failure to follow standard troubleshooting protocols

Agent skipped standard troubleshooting flow for a non-functioning router and did not verify power or WAN connection before declaring the device dead.

#LTS00131578

Next Week's Focus

• Verify product model and serial number before initiating any troubleshooting steps.
• Standardize mesh node recovery procedures (e.g., Pair button vs. 5-press) based on product family.
• Reinforce WAN/LED status checks for CONNECTIVITY issues to reduce handle time variability.
• Document and share complex configurations (e.g., parental controls, firmware updates) to improve accuracy and consistency.

Technical Accuracy

Improvement

Incorrect model identification: Customer explicitly stated 'Velop System Pro 7', but agent assumed MBE7000 (Cognitive Mesh). This led to incorrect LED behavior interpretation and troubleshooting paths.

#LTS00131582

Improvement

Used invalid 5-press pairing method on MX4200 (correct method is Pair button). This is a critical technical error for Velop mesh systems.

#LTS00132015

Strength

Correct application of 5-press pairing method for supported Cognitive Mesh models demonstrates technical accuracy.

#LTS00073871

Coaching Moments

Improvement

Incorrect admin URL guidance can prevent customers from accessing router settings, leading to unresolved issues.

#LTS00132040

Improvement

Providing inaccurate information about product compatibility creates confusion and erodes customer trust.

#LTS00132103

Escalation Lessons: What L2 Did

#TE00132294 — Resolved by Level 2

• What L1 saw: Customer reported inability to connect HP OfficeJet Pro 8030 printer to Linksys mesh Wi-Fi network. Agent provided incorrect admin URLs, confused password types, gave flawed SSID instructions, and ultimately refused assistance, citing the printer as 'third party.'
• Why it escalated: Agent failed to collect product details, used invalid troubleshooting methods, and declined to assist with a valid connectivity issue.
• Related call chain: This was a repeat contact (call_id: 6bd54428-60d6-11f1-83ea-42010a62006f) where prior attempts also failed.
• What L2 did: L2 likely provided correct mesh configuration guidance, verified printer compatibility with 2.4 GHz, and possibly assisted with SSID settings or direct Ethernet connection.
• Current state: Resolved by L2.
• L1 learning points:

1. Always confirm product model and gather serial number before troubleshooting.

2. For printer connectivity, guide customers to use 2.4 GHz band and verify SSID matches printer capabilities.

3. Avoid refusing assistance for third-party devices; focus on network configuration steps within Linksys scope.

Coach Appendix

No actionable appendix material this week.

This Week's Calls