maylene.delada@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 27m 29s; outlier: 2.9x weekly median handle time.
• RE is one of the slowest families at 12m 16s.

Problem Categories

Week-over-Week Movement

• Protocol moved up 0.16 vs. last week.
• Family swing: MR handle time moved down by 8m 54s vs. last week.

What Went Well

Professional communication and escalation

Verified ticket number and confirmed receipt of all required documents. Provided specific and realistic 24-48 hour response timeframe for follow-up.

#LTS00130698

Persistence in complex troubleshooting

Persisted through multiple failed attempts and kept the customer engaged throughout a complex multi-node recovery. Provided a functional troubleshooting path that ultimately led the customer to report success.

#LTS00131297

Growth Opportunities

Technical inaccuracies in product guidance

Replace “Velop Pro 7” with valid product names (MX8500 or Velop MX series). Use “MX2000” instead of “MX-20.” Confirm “WHW03” instead of “WHW0305.”

#LTS00130789

Incorrect troubleshooting procedures

For MX6200, use 10-second reset (not 5-press). Boot time is ~2-3 minutes (not 30). Verify LED states: blue = ready, not “no Wi-Fi.”

#LTS00131069

#LTS00131450

Next Week's Focus

* Verify product model and warranty status before recommending solutions.

* Use model-specific reset procedures (e.g., 10-second hold for MX6200).

* Confirm LED states against KB before advising customers.

* Document all troubleshooting steps and outcomes in HappyFox.

Technical Accuracy

Improvement

Incorrect product model reference: 'Velop Pro 7' is not a valid Linksys product (likely confusion with MX8500 or Velop MX series).

#LTS00130789

Improvement

Incorrect reset procedure for MX6200: 5-press is a pairing method, not a factory reset (KB states 10-second hold). Boot time misstated as 30 minutes (KB states ~2-3 minutes). LED interpretations were incorrect.

#LTS00131069

Improvement

Incorrect pairing method for WHW03 (5-press; should use Pair button or standard setup per velop_wifi_connectivity.md). LED color guidance was incorrect: WHW03 does not use solid purple/pink as a ready state.

#LTS00131450

Improvement

Incorrectly claimed the Linksys app no longer exists for WHW03 units, which is not supported by KB.

#LTS00131441

Improvement

Materially false statement that the Linksys app is discontinued for all routers, contradicting KB guidance.

#LTS00131504

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#LTS00130698 — Resolved by Level 2

* What L1 saw: Customer requested account holder change on Linksys cloud. L1 verified documents and escalated.

* Why it escalated: Management required for ownership transfer.

* Related call chain: Previous agents attempted but failed to resolve; Maylene correctly escalated.

* What L2 did: Deleted AP from LCM 1.0, advised migration to LCM 2.0, and provided email confirmation timeline.

* Current state: Resolved.

* L1 learning points: Confirm document receipt, escalate ownership changes, and provide clear timelines.

#TE00131111 — Resolved by Level 2

* What L1 saw: EA9300 connectivity issue post-modem replacement. L1 provided incomplete guidance.

* Why it escalated: Issue beyond L1 scope after failed troubleshooting.

* Related call chain: Multiple agents attempted resets and email instructions.

* What L2 did: Conducted firmware reflash, validated WAN connection, and confirmed resolution.

* Current state: Resolved.

* L1 learning points: Verify WAN cable, check modem sync, and use model-specific reset steps.

#TE00102547 — Resolved by Level 2

* What L1 saw: MX6200 mesh node addition failure. L1 provided incorrect reset steps.

* Why it escalated: Persistent issues after multiple L1 attempts.

* Related call chain: Prior agents promised callbacks without execution.

* What L2 did: Guided through proper 5-press pairing, verified node reconnection, and provided mesh topology advice.

* Current state: Resolved.

* L1 learning points: Use correct pairing methods, verify node LEDs, and confirm internet connectivity.

Coach Appendix

Frontline-heavy week with MX product time outliers. Prioritize model verification, correct reset procedures, and LED state validation. Address recurring inaccuracies in product references and troubleshooting steps.

This Week's Calls