maylene.delada@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 38m 49s; outlier: 1.6x weekly median handle time.
• SPN is the slowest family at 38m 36s; outlier: 1.5x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.17 vs. last week.
• Protocol moved down 0.19 vs. last week.
• Average handle time moved up by 6m 57s.
• Family swing: MR handle time moved up by 21m 56s vs. last week.
• Family swing: MX handle time moved up by 11m 20s vs. last week.
• Family swing: WHW handle time moved up by 9m 21s vs. last week.

What Went Well

1. Accurate Model Identification & Warranty Guidance

> “Okay. That’s, uh, 32 Lemo 20 Mike 11 Boy 07868. Okay. Let me just check the warranty of your device here. one second.”

#eaf94ad2-60eb-11f1-9131-42010a623f91

The agent correctly identified the MR9610 model and checked warranty status before proceeding.

1. Patient Guidance Through Troubleshooting Steps

> “First, you need to reset the extender back to default settings. Once it's on setup mode, it's default Wi‑Fi will broadcast. Links to the extender setup, your phone should be connected to the The Wi‑Fi name, though there's no Internet, but you can still set it up after.”

#6d12e32e-6048-11f1-b5e5-42010a623f91

The agent provided clear, step-by-step instructions to reset and set up a RE6350 extender, maintaining a supportive tone.

Growth Opportunities

1. Correct Pairing/Reset Methods for Mesh Devices

> “Okay, so yeah, to explain it. Well, once it's already connected while it's within five feet from the main node, it's already safe to unplug, replug the node after. It will still connect even though you're already relocated upstairs.”

#f7e64dac-60f1-11f1-a268-42010a62006f

The agent incorrectly instructed a 5-press reset for WHW03 and MR7500 models, which do not support this method. Next step: Use the Pair button for Velop (WHW) and MR series, and the reset button for MR series only when necessary.

1. Verify Warranty Status Before Offering Paid Support

> “Since it’s already out of warranty, I can only send email for like that email contains instructions on how you can make your internet back working. We also have other option paid connect only for $15.”

#a783b24e-5f68-11f1-a99b-42010a623f91

Credit card details were collected over the phone without confirming warranty status, creating a PCI compliance risk. Next step: Always verify warranty eligibility before discussing paid support or collecting payment information.

Next Week's Focus

1. Master Model-Specific Reset & Pairing Methods

- Review KB articles for WHW, MR, MX, and RE families to memorize correct reset (button hold) and pairing (Pair button, 5-press where applicable) procedures.

- Practice distinguishing LED states (solid red = no internet, blinking blue = setup mode) for each product line.

1. Standardize Warranty Checks

- Before any paid support offer, collect serial number, run a warranty lookup, and confirm eligibility.

- If warranty has expired, offer self-help resources first and document the interaction clearly.

1. Improve Call Flow for Connectivity Issues

- For CONNECTIVITY cases, start with modem power-cycle, then router reset, and only escalate after these steps.

- Document each step taken and the outcome to reduce repeat contacts.

1. Enhance Communication Clarity

- Avoid jargon (e.g., “bridge mode”) unless confirmed the customer understands it.

- Use simple language and confirm understanding after each instruction (“Does that make sense?”).

Technical Accuracy

Strength

• Correct local admin URL provided for MX4200 router.

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Improvements

• Incorrect URL format provided; correct URL is 'myrouter.local' without hyphens.

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• Incorrect default admin password for MR7500; correct method is printed Wi‑Fi password or recovery key.

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• Incorrect pairing method for MR7350; this model does not support 5‑press pairing.

#61b7dac4-5eaa-11f1-b66d-42010a62006f

• Factually incorrect statement; Linksys Cloud remains accessible for supported models like WHW03.

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• Incorrect protocol for local access; should be HTTP://myrouter.local.

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• Incorrect reset method for WHW03; this model uses the Pair button, not 5‑press.

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• Incorrect pairing method for MR7500; this model does not support 5‑press pairing.

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• Incorrect URL provided; correct local access is 'myrouter.local' or the router’s IP address.

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• Incorrect reset method for WHW03V2; this model uses the Pair button, not 5‑press.

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Coaching Moments

Improvement

“Okay, so yeah, to explain it. Well, once it's already connected while it's within five feet from the main node, it's already safe to unplug, replug the node after. It will still connect even though you're already relocated upstairs.”

#f7e64dac-60f1-11f1-a268-42010a62006f

Incorrect pairing guidance for WHW03; the 5‑press method does not apply to this model.

Improvement

“Since it’s already out of warranty, I can only send email for like that email contains instructions on how you can make your internet back working. We also have other option paid connect only for $15.”

#a783b24e-5f68-11f1-a99b-42010a623f91

Credit card details collected without verifying warranty status, creating a PCI compliance risk.

Escalation Lessons: What L2 Did

#TE00131380 — Resolved by Level 2

• What L1 saw: Customer reported a blank blue screen with HTTP 503 errors when accessing the MX4000’s web UI. L1 performed basic troubleshooting (power cycle, cache clearing) but provided inaccurate advice (suggested installing Chrome, incorrect URL “my-router.local”).
• Why it escalated: Issues persisted after L1 steps; web UI remained inaccessible, and app changes didn’t save.
• Related call chain: This was a repeat contact; the customer had previously called about a node that stopped responding.
• What L2 did: L2 diagnosed that the router might be in bridge mode, which could explain web UI and app issues. They advised power-cycling the modem and router, verifying firmware version, and checking for a recovery key. When issues persisted, L2 suggested a factory reset (holding the reset button for 10–15 seconds) and accessing the router via myrouter.local or the printed IP address.
• Current state: Resolved after L2-guided factory reset and correct URL usage.
• L1 learning points:

1. Always verify the router is not in bridge mode before troubleshooting web UI issues.

2. Use the correct local URL (myrouter.local or printed IP) and avoid hyphens.

3. Check firmware version and recovery key before suggesting a factory reset.

#TE00132074 — Pending with Level 2

• What L1 saw: Customer’s WHW03 child nodes showed blue/green LEDs but didn’t provide Wi‑Fi. L1 performed power-cycling, node redeployment, and password checks but didn’t confirm a successful connection.
• Why it escalated: Issues remained unresolved after L1 troubleshooting; customer reported intermittent connectivity and inability to join the network.
• Related call chain: This was a follow-up call; the customer had previously contacted support about similar issues.
• What L2 did: L2 planned to verify ISP connectivity, check node signal strength via the Linksys app, and guide the customer through a factory reset of the child nodes using the reset button. L2 also intended to confirm the parent node’s settings and ensure it was in normal mode, not bridge mode.
• Current state: Pending L2 callback.
• L1 learning points:

1. For WHW03 nodes, solid green is not a valid state; ensure nodes are within range and the parent node is in normal mode.

2. Use the Linksys app to check signal strength and node status before resetting.

3. Always confirm internet connectivity at the modem before troubleshooting mesh nodes.

#TE00097428 — Resolved by Level 2

• What L1 saw: Customer couldn’t access the EA7500’s UI locally or remotely. L1 advised trying a different browser and being on the router’s Wi‑Fi but didn’t collect serial number or verify warranty.
• Why it escalated: Access remained blocked, and L1 couldn’t confirm a fix.
• Related call chain: This was a repeat contact; the customer had previously called about similar issues.
• What L2 did: L2 confirmed the EA7500 was out of warranty and provided self-help steps via email, including using myrouter.local and the default admin password (printed Wi‑Fi password). L2 also advised checking DHCP settings and clearing browser cache.
• Current state: Resolved after L2-guided self-help.
• L1 learning points:

1. Collect serial number and verify warranty status before offering paid support.

2. Provide correct local access methods (myrouter.local or printed IP) and default admin credentials.

3. Document self-help steps clearly and confirm the customer can access the UI after following them.

#TE00132214 — Resolved by Level 2

• What L1 saw: Customer’s WHW03 nodes lost internet after a storm; all nodes showed blinking red LEDs. L1 performed power-cycling and rebooted the modem but couldn’t restore connectivity.
• Why it escalated: Issues persisted after L1 troubleshooting; customer had availed paid service and needed immediate resolution.
• Related call chain: This was a follow-up call; the customer had previously called about similar issues.
• What L2 did: L2 guided the customer through a factory reset of the parent node (holding the reset button until the light turned off), then re-added the child nodes using the Pair button. L2 also verified the modem’s connectivity and ensured the router was not in bridge mode.
• Current state: Resolved after L2-guided reset and node re-pairing.
• L1 learning points:

1. For WHW03 nodes, a solid red LED indicates no internet; ensure the modem is providing connectivity before resetting the router.

2. Use the Pair button for WHW03 nodes instead of the 5‑press method.

3. After resetting the parent node, guide the customer through re-adding child nodes using the Pair button and confirm solid white LEDs.

Coach Appendix

Weekly Trend Summary:

This was a frontline-heavy week with 28 LTS queue calls and 4 TE-owned calls. The agent handled a mix of CONNECTIVITY, ACCESS, and SETUP issues, primarily on WHW03 and MX families. Accuracy improved by 0.17 points, but protocol scores dipped due to inconsistent use of correct pairing/reset methods. Handle times increased, especially for MR and MX families, indicating a need for more efficient diagnostics and better case documentation.

Key Coaching Focus for Next Week:

• Reinforce correct pairing/reset methods for WHW, MR, MX, and RE families.
• Standardize warranty checks before offering paid support to avoid PCI compliance risks.
• Improve troubleshooting flow for connectivity issues, starting with modem power-cycle, then router reset, and only escalating after these steps.
• Enhance communication clarity by avoiding jargon and confirming understanding after each instruction.

This Week's Calls

| #LTS00132410 | 2026-06