paolo.ebora@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 one of the slowest families at 66m 12s.
• MR is one of the slowest families at 46m 21s.

Problem Categories

Week-over-Week Movement

• Accuracy moved down 0.15 vs. last week.
• Protocol moved up 0.20 vs. last week.
• Average handle time moved up by 8m 52s.
• Family swing: WRT handle time moved up by 16m 48s vs. last week.
• Family swing: MX handle time moved up by 14m 41s vs. last week.

What Went Well

Professional communication in rescheduling

"I will be calling you, sir, 4:00 P.M. tomorrow."

#TE00131348

Effective wired connectivity restoration

"Guided full power cycle of modem and router, restoring WAN connectivity."

#TE00131346

Growth Opportunities

Technical inaccuracies and unsupported procedures

"Instructed 5-press reset method on a SPNM device, which is not supported and contradicts Linksys KB."

#TE00023348

Failure to resolve core issues and provide valid next steps

"No resolution achieved. Customer advised to monitor and call back if issue persists. No KB article, email, or self-help path provided."

#TE00023348

#TE00130897

#TE00131280

#TE00127677

Next Week's Focus

• Verify product family and capabilities before initiating resets – Confirm whether the device is SPNM/Cognitive Mesh or traditional before applying reset procedures.
• Provide concrete next steps and self-help resources – Always include a KB article, email, or self-help path when closing or escalating calls.
• Collect and verify essential device information – Ensure serial number, warranty status, and case number are captured for every hardware-related call.
• Validate internet connectivity after firmware updates – Confirm WAN and LAN status post-update to ensure the fix was effective.

Technical Accuracy

Improvement

"Applied 5-press reset method on a SPNM/Cognitive Mesh model (MX6200), which is not supported and contradicts Linksys KB guidance. This misstep caused customer confusion and failed to resolve the issue."

#TE00023348

Improvement

"Repeatedly provided incorrect URLs (myrouter.to local, myrouter.org) and an incorrect IP ([REDACTED_PHONE]) for MR2000 router access, leading to failed troubleshooting attempts."

#TE00130897

Improvement

"Claimed firmware reflash could take 24 hours to 'sink in', which is not supported by KB and misleads the customer. This statement demonstrates a fundamental misunderstanding of firmware update processes."

#TE00131280

Improvement

"Provided materially inaccurate product information ('MPE 7000') that does not exist in Linksys lineup, causing customer confusion and undermining trust in guidance."

#TE00127677

Strength

"Correctly identified and guided access to router admin interface at http://[REDACTED_PHONE], which is aligned with KB guidance for WRT Series routers. This step was critical in restoring wired connectivity."

#TE00131346

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00023348 — Resolved by Level 2

What L1 saw: MX6200 mesh system with intermittent internet connectivity and solid red parent node LED. L1 performed multiple power cycles, attempted unsupported 5-press reset, and initiated unauthorized remote-access session.

Why it escalated: Repeated technical inaccuracies and unresolved issue despite multiple contact attempts.

Related call chain: This was the fourth contact for this case, following initial attempts by other agents that also failed to resolve the issue.

What L2 did: Reviewed case, confirmed SPNM/Cognitive Mesh device, applied correct reset procedure, verified LED states, and provided valid self-help resources including KB articles and email support path.

Current state: Resolved after proper diagnosis and guidance.

L1 learning points:

• Confirm product family (SPNM vs. traditional) before applying reset procedures.
• Use only supported reset methods as per KB guidance.
• Provide valid self-help resources and contact information when closing or escalating.

#TE00130897 — Resolved by Level 2

What L1 saw: MR2000 router not receiving internet from Spectrum modem; unable to access router admin page.

Why it escalated: L1 provided incorrect URLs and unsupported reset methods, failing to resolve WAN connectivity.

Related call chain: This was the second contact for this case.

What L2 did: Verified correct WAN port usage, guided customer through proper router access using correct URL (myrouter.info), and confirmed internet connectivity via direct modem connection.

Current state: Resolved after proper WAN troubleshooting.

L1 learning points:

• Use correct URLs for router access as per device model.
• Verify WAN port usage and modem connectivity before proceeding.
• Provide clear next steps and validation of connectivity.

#TE00131280 — Resolved by Level 2

What L1 saw: EA7450 router with no internet access; extender functional but main router unreachable.

Why it escalated: L1 performed firmware reflash without verifying connectivity afterward and provided incorrect technical information.

Related call chain: This was the first contact for this case.

What L2 did: Reviewed case, confirmed firmware version, guided customer through proper connectivity tests, and verified internet access post-update.

Current state: Resolved after proper firmware update and connectivity verification.

L1 learning points:

• Verify internet connectivity after firmware updates.
• Provide accurate technical information regarding update processes.
• Collect and verify warranty status and serial numbers for hardware issues.

#TE00127677 — Resolved by Level 2

What L1 saw: MBE7000 mesh child node with weak signal (-77 dBm) and coverage issues.

Why it escalated: L1 provided inaccurate product information and failed to perform basic mesh troubleshooting.

Related call chain: This was the fifth contact for this case.

What L2 did: Reviewed case, confirmed mesh topology, guided customer through proper node reset and re-pairing, and provided accurate coverage guidance.

Current state: Resolved after proper mesh troubleshooting.

L1 learning points:

• Collect model and serial numbers for hardware issues.
• Use accurate product information and supported procedures.
• Perform standard mesh troubleshooting before suggesting upgrades.

#TE00131348 — Resolved by Level 2

What L1 saw: MX4200 mesh system with inability to access specific website through Linksys network.

Why it escalated: L1 failed to resolve DNS or connectivity issues and escalated for advanced troubleshooting.

Related call chain: This was the second contact for this case.

What L2 did: Reviewed case, performed advanced DNS and connectivity tests, and confirmed issue was isolated to Linksys network configuration.

Current state: Resolved after proper network configuration adjustments.

L1 learning points:

• Perform basic DNS and connectivity tests before escalation.
• Document troubleshooting steps clearly for L2 review.
• Provide accurate model and firmware information.

#TE00131346 — Resolved by Level 2

What L1 saw: WRT3200ACM router with no internet after ISP modem replacement.

Why it escalated: L1 restored wired connectivity but failed to verify wireless reconnection and collect device details.

Related call chain: This was the third contact for this case.

What L2 did: Reviewed case, guided customer through wireless reconnection, and verified full network functionality.

Current state: Resolved after proper wireless configuration.

L1 learning points:

• Verify both wired and wireless connectivity after troubleshooting.
• Collect essential device information (serial number, warranty status).
• Provide clear instructions for completing the fix.

Coach Appendix

Weekly trend: The agent struggled with technical inaccuracies and unresolved issues, particularly in CONNECTIVITY and SETUP categories. Key areas for improvement include proper product identification, supported troubleshooting procedures, and providing valid next steps.

Recurring pattern: Multiple instances of unsupported reset methods, incorrect URLs, and lack of device information collection. These issues led to unresolved cases and customer frustration.

Evidence: The technical inaccuracies and unresolved issues were consistent across several calls, highlighting a need for reinforced training on product-specific troubleshooting and documentation protocols.

This Week's Calls