gerlie.miguello@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• E is the slowest family at 54m 10s; outlier: 2.1x weekly median handle time.
• OTHER is the slowest family at 47m 17s; outlier: 1.8x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.29 vs. last week.
• Accuracy moved up 0.21 vs. last week.
• Protocol moved up 0.27 vs. last week.
• Average handle time moved up by 6m 40s.
• Family swing: E handle time moved up by 39m 18s vs. last week.
• Family swing: OTHER handle time moved up by 37m 28s vs. last week.
• Family swing: MX handle time moved up by 15m 03s vs. last week.

What Went Well

Customer Engagement and Documentation

Collected customer contact information (name, phone, email) accurately and consistently across multiple calls.

"May I have your phone number in case you get disconnected?"

— #LTS00131580

Persistence in Troubleshooting

Persisted with customer through multiple resets and connectivity attempts to resolve issues.

"We’ll go ahead and add this back to your network or set up a little network."

— #LTS00132271

Growth Opportunities

Technical Accuracy and Protocol Adherence

Provided incorrect technical guidance, such as wrong IP addresses, reset durations, and LED interpretations, leading to customer confusion and unresolved issues.

"I’m sorry, sir, you are trying to get through the user interface or the Linksys app. OK. Okay, so internet is working on other devices aside from this PC."

— #LTS00132204

Call Control and Efficiency

Long unexplained holds, silences, and repetitive questioning reduced call efficiency and customer satisfaction.

"[silence]"

— #LTS00132422

Next Week's Focus

1. Verify product models and serial numbers before providing guidance to ensure accurate troubleshooting steps.
2. Practice concise call control by minimizing silences and unexplained holds.
3. Review KB articles for common issues to improve technical accuracy and reduce escalation rates.
4. Focus on efficient troubleshooting flows for MX and SETUP categories to reduce handle times.

Technical Accuracy

Improvement

Incorrectly stated that linksyssmartwifi.com is no longer accessible, which contradicts KB guidance.

— #LTS00131563

Improvement

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

— #TE00131625

Improvement

Provided incorrect IP address ([REDACTED_PHONE]) for accessing router admin page, leading to customer confusion.

— #LTS00132204

Improvement

Incorrectly claimed SPNMX56 is an ISP-exclusive device with non-Linksys firmware, leading to misdiagnosis.

— #LTS00132377

Strength

Successfully guided customer through recovery key password reset process for MX6200, enabling access to router UI.

— #LTS00132013

Coaching Moments

Improvement

Provided incorrect pairing method for MX4200 (five‑press instead of UI add‑node).

"Attempted five‑press pairing on the parent node."

— #LTS00131797

Improvement

Mis‑stated router admin password requirements and conflated with Wi‑Fi password.

"Password creation instructions were inaccurate (10‑digit requirement, special characters) and confused router admin password with Wi‑Fi password."

— #LTS00131797

Improvement

Provided wrong product identification (WHW03 v2 router) despite customer clearly describing a range extender setup.

"Agent misidentified the device as a WHW03 router ([07:00]) despite customer repeatedly referring to 'extender' and setup process."

— #LTS00121812

Improvement

Incorrect statement that out-of-warranty devices receive no free phone troubleshooting.

"Agent stated out-of-warranty devices receive no free phone support ([10:00]-[11:00]), contradicting policy that allows basic troubleshooting."

— #LTS00121812

Improvement

Failure to follow proper extender troubleshooting flow: did not advise resetting the extender or checking AP mode.

"No extender-specific troubleshooting steps provided (e.g., reset extender, verify AP mode, check Ethernet backhaul support)."

— #LTS00121812

Improvement

Unnecessary suggestion of paid support before offering basic assistance.

"Agent offered paid support before providing any free self-help, which violates support policy for out-of-warranty customers."

— #LTS00121812

Escalation Lessons: What L2 Did

#TE00131625 — Resolved by Level 2

What L1 saw:

• Customer reported child node lost connection on MX8500 mesh.
• L1 reset nodes, but they stayed flashing red and UI was inaccessible.

Why it escalated:

• Nodes reached threshold for paid connect and case was approved for L2.

What L2 did:

• Advised customer to move nodes closer, accessed UI, and confirmed nodes were solid blue after relocation.

Current state:

• Resolved.

L1 learning points:

1. For MX8500, ensure nodes are within optimal range before troubleshooting.
2. Verify UI accessibility after resets and before escalating.
3. Document exact LED states and customer actions taken.

#TE00132021 — Resolved by Level 2

What L1 saw:

• Customer had no internet connection on MX4200 after ISP change.
• L1 attempted resets and reconfiguration but issue persisted.

Why it escalated:

• Paid service threshold reached and case endorsed for L2.

What L2 did:

• Verified new ISP modem configuration, bypassed ISP-provided router, and confirmed parent node connectivity.

Current state:

• Resolved.

L1 learning points:

1. When ISP changes, verify modem and gateway settings independently.
2. For MX series, ensure parent node is directly connected to modem for optimal performance.
3. Document ISP-provided equipment details and configuration steps.

#TE00132003 — Resolved by Level 2

What L1 saw:

• Customer couldn’t access app on SPNM60CF and couldn’t add child nodes.
• L1 guided through resets but issue remained.

Why it escalated:

• Case reached paid service threshold.

What L2 did:

• Advised using a computer for initial setup, verified node compatibility, and provided step-by-step guide for adding nodes via web UI.

Current state:

• Resolved.

L1 learning points:

1. For SPN/MX series, use a computer for initial setup if app access fails.
2. Confirm node compatibility with parent before troubleshooting.
3. Provide clear, step-by-step web UI instructions for adding nodes.

#LTS00132204 — Resolved by Level 2

What L1 saw:

• Customer couldn’t access router UI on SPNMX55GC.
• L1 provided generic troubleshooting but no resolution.

Why it escalated:

• No resolution after initial troubleshooting.

What L2 did:

• Guided customer through verifying correct SSID, disabling VPN, clearing browser cache, and accessing via myrouter.info.

Current state:

• Resolved.

L1 learning points:

1. For access issues, verify PC is on correct network and disable VPN/custom DNS.
2. Clear browser cache and try alternative access URLs (myrouter.info).
3. Document exact error messages and troubleshooting steps taken.

#TE00132422 — Pending with Level 2

What L1 saw:

• Customer couldn’t add child node to new MX6200 parent node.
• L1 requested proof of purchase and escalated.

Why it escalated:

• Unable to add child node despite troubleshooting.

What L2 did:

• Awaiting customer’s proof of purchase and further diagnostics.

Current state:

• Pending with Level 2.

L1 learning points:

1. Collect model, serial number, and DOP early to expedite escalation.
2. For mesh pairing issues, verify parent node status and child node LED states.
3. Document all troubleshooting steps and customer actions for L2 continuity.

Coach Appendix

Highest-signal weekly trend: The agent struggled with technical accuracy, particularly in providing incorrect IP addresses, reset durations, and LED interpretations, leading to customer confusion and unresolved issues. This was most pronounced in MX and SPN product family calls, which also showed longer handle times.

Recurring technical or process pattern: The agent frequently misidentified product models and provided guidance that contradicted KB articles, especially around mesh node pairing methods and router access URLs. This pattern suggests a need for reinforced product knowledge and KB adherence training.

This Week's Calls

| [#LTS00132422](https://linksys.happy