dennis.gamolo@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MR is the slowest family at 63m 25s; outlier: 2.8x weekly median handle time.
• WHW is the slowest family at 59m 42s; outlier: 2.6x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 1.17 vs. last week.
• Accuracy moved down 3.29 vs. last week.
• Communication moved down 0.38 vs. last week.
• Average handle time moved up by 21m 30s.
• Family swing: MX handle time moved up by 21m 53s vs. last week.

What Went Well

• Collected complete customer information:

> "Okay, thank you. and you also have your phone number starting with the area code. I'm sorry. O-724. Let me repeat that. You said it's O-7. Okay. 0-777-8169-558. right? okay, thank you."

#LTS00131794

• Identified discontinued app and provided correct local URLs:

> "Thank you for calling Linksys. This is Eppie. How can I help you? [...] just to set your expectation that the Linksys Smart Wi‑Fi link has been discontinued. So, you can still make use of the app, but you can access the router settings locally."

#LTS00130583

Growth Opportunities

• Improve technical accuracy in reset procedures and LED interpretations:

> "I set expectation that his range extender appeared to OOW. I asked him if he can provide the receipt. I set expec..."

#LTS00132009

• Provide correct support URLs and self-help paths:

> "Thank you for reaching out to Linksys Support! Based on our records, your range extender appears to be out of warranty. After troubleshooting the device today, we have identified a possible hardware issue. To proceed further, we kindly request a copy of your purchase receipt."

#LTS00132009

Next Week's Focus

1. Practice LED state interpretation for MX and WHW series to avoid misdiagnosis.
2. Verify upstream internet before troubleshooting router connectivity issues.
3. Use correct reset durations (10 seconds for most devices, not 20 or 30 seconds).
4. Avoid PCI violations by never asking for full credit‑card details over the phone.

Technical Accuracy

Improvement

Incorrect reset duration (30 seconds instead of 10 seconds) and misinterpretation of LED states for RE7000. Failed to guide customer to extender.linksys.com for setup.

#LTS00132009

Improvement

Provided incorrect support URL (www.linux.com) and falsely stated no firmware updates exist for WRT3200ACM. No troubleshooting performed despite customer request.

#LTS00132014

Improvement

Incorrectly claimed MX6200 has a pair button (does not exist). Misinterpreted LED states (solid blue in setup mode). No verification of upstream internet from modem.

#LTS00132024

Improvement

PCI violation: collected credit‑card information over the phone. Incorrect reset duration (20 seconds) and misstated default admin password for WHW03V2. Escalated without resolution.

#TE00132214

Improvement

Provided incorrect URL (www.Lingosys.com) and failed to offer any diagnostic steps for router performance verification.

#LTS00132239

Coaching Moments

Strength

"All right, and this range extender that you have uh when it is plugged into a power outlet uh wha..."

#LTS00131813

Improvement

"Okay, let me repeat that. It's 1, 8, x10pa05a7917, right? Okay. While I'm in here, it's looking up the serial number to determine the entitlement status of your router, I mean, your range extender. Um, may I know who your..."

#LTS00132009

Escalation Lessons: What L2 Did

#LTS00132009 — Resolved by Level 2

• What L1 saw: Customer called to set up RE7000 range extender; device not powering on or broadcasting default SSID.
• Why it escalated: L1 miscommunicated warranty policy, gave incorrect reset duration (30 seconds), and failed to guide to extender.linksys.com.
• Related call chain: This was the initial contact; L2 later requested a purchase receipt for warranty verification.
• What L2 did: Verified warranty status, explained out‑of‑warranty situation, requested receipt for potential hardware replacement, and set expectations for next steps.
• Current state: Resolved after receipt provided; no hardware replacement needed.
• L1 learning points:

1. Use the correct 10‑second reset for RE7000 per KB.

2. Guide customers to extender.linksys.com for initial setup instead of relying on WPS.

3. Clearly explain warranty requirements without implying unsupported service.

#TE00132214 — Resolved by Level 2

• What L1 saw: WHW03 mesh system not connecting post‑storm; nodes blinking red.
• Why it escalated: L1 exceeded troubleshooting time (over an hour), mis‑explained pairing, and collected PCI‑violating credit‑card info.
• Related call chain: Multiple L1 attempts, then L2 callback and resolution.
• What L2 did: Performed proper 5‑press pairing, verified modem connectivity, and resolved node issues through direct testing and guidance.
• Current state: Resolved after L2 re‑paired nodes and confirmed internet connectivity.
• L1 learning points:

1. Avoid asking for full credit‑card details; use approved payment methods.

2. Use correct 5‑press pairing for WHW03, not WPS.

3. Verify modem internet before troubleshooting mesh nodes.

Coach Appendix

• Highest-signal trend: Persistent technical inaccuracies in reset procedures, LED interpretation, and support URLs across multiple product families (MX, WHW, RE).
• Recurring pattern: Failure to verify upstream connectivity before troubleshooting router issues, leading to misdiagnosis and prolonged handle times.
• Evidence: Calls #LTS00132009, #LTS00132014, #LTS00132024, #TE00132214, and #LTS00132239 all show instances of incorrect technical guidance and PCI violations.

This Week's Calls