dorothybelle.oraiz@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 49m 40s; outlier: 2.7x weekly median handle time.
• WHW is the slowest family at 36m 30s; outlier: 2.0x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Protocol moved down 0.17 vs. last week.
• Average handle time moved up by 11m 40s.
• Family swing: WHW handle time moved up by 24m 44s vs. last week.
• Family swing: MR handle time moved up by 5m 25s vs. last week.
• Family swing: EA handle time moved down by 3m 37s vs. last week.

What Went Well

1. Accurate model identification

> "MX4200 Velop mesh system... solid magenta LED indicates setup mode."

#TE00131348

Consistently identified product models early, enabling targeted troubleshooting.

1. Professional communication

> "Thank you for calling Linksys. My name is Belle. Is this your first time calling?"

#LTS00130802

Maintained polite, clear introductions and active listening throughout calls.

1. Effective mesh re-pairing

> "Guided customer to use the Linksys Smart Wi-Fi app to add the node... node displayed solid white LED."

#LTS00081570

Successfully restored mesh connectivity using app-based re-addition for a Velop node.

Growth Opportunities

1. Correct model-specific procedures

> "Performed 5-press pairing method on the parent node (not supported for Velop WHW/MX/MR nodes per KB)."

#LTS00117148

Next step: Always confirm product model before issuing pairing/reset instructions. For Velop (WHW/MX/MR), use 10-second reset and app-based pairing — never 5-press.

1. Avoid premature paid support offers

> "Unfortunately, your model is no longer under warranty. But we do offer paid support. Is it okay if I charge $60 for a phone session?"

#LTS00131113

Next step: Verify warranty status via serial number lookup before offering paid support. Exhaust free troubleshooting (reset, diagnostic checks) first.

Next Week's Focus

1. Model-first troubleshooting: Confirm product model and warranty status in the first 30 seconds of every call.
2. Reset procedure calibration: Use 10-second hold for Velop (WHW/MX/MR) resets — never 20 seconds or 5-press.
3. Warranty validation: Cross-check serial numbers against warranty databases before mentioning paid support.
4. Call control: Reduce silences by preparing next steps while the customer performs actions (e.g., "While you reset, I’ll pull up the KB article").

Technical Accuracy

Improvement

"Provided incorrect reset duration (20 seconds vs. KB-recommended 10 seconds for Velop devices)."

#TE00131348

Materially incorrect reset guidance risks customer error. Always use KB-specified durations: 10 seconds for Velop, 20 seconds for SPNM/E-series.

Improvement

"Incorrectly claimed EA2500 V4 is incompatible with the Linksys app — KB confirms support for legacy Linksys Smart Wi-Fi app."

#LTS00131516

Misinformation undermines trust. Verify app compatibility via KB before stating limitations.

Improvement

"Disabled IPv6 without diagnostic justification, potentially masking the root cause."

#TE00131348

Avoid unilateral configuration changes. Test IPv6 impact in isolation or defer to L2 if uncertain.

Coaching Moments

Strength

"Collected serial number and confirmed out-of-warranty status before processing payment."

#LTS00130802

Clear adherence to payment protocol: warranty check → transparent cost disclosure → informed consent.

Improvement

"Did not verify internet connectivity after node addition; resolution assumed based on LED only."

#LTS00081570

Always validate functional connectivity (ping, speed test) after hardware changes. LED status alone is insufficient.

Escalation Lessons: What L2 Did

#TE00131348 — Resolved by Level 2

Coach Appendix

Internal use only — not for agent distribution.

Weekly Trend:

• MX/WHW handle times dominate (49m/36m vs. weekly median 24m). Protocol scores lag (1.57–1.83), indicating missed diagnostic steps.
• Premature paid support offers occurred in 3 calls without warranty verification or basic troubleshooting.

Actionable Notes:

• Review KB reset procedures for Velop (WHW/MX/MR) vs. Cognitive Mesh (LN/MBE).
• Implement serial number lookup before escalation or paid support offers.
• Script updates needed for IPv6 troubleshooting to avoid unnecessary configuration changes.

This Week's Calls