riojene.ladera@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• LN is the slowest family at 39m 52s; outlier: 3.6x weekly median handle time.
• EA is the slowest family at 16m 46s; outlier: 1.5x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.51 vs. last week.
• Average handle time moved down by 6m 39s.
• Family swing: MX handle time moved down by 13m 31s vs. last week.
• Family swing: E handle time moved down by 13m 21s vs. last week.
• Family swing: WHW handle time moved down by 8m 59s vs. last week.

What Went Well

Clear communication of warranty status

"Accurately communicated warranty expiration and support options."

#LTS00131649

#GI00131685

Provided correct router access URLs

"Provided fully correct router access URLs (myrouter.local and [REDACTED_PHONE]) per the KB."

#LTS00131641

Growth Opportunities

Incorrect technical guidance

"Claimed Wi-Fi 4 router cannot work with Wi-Fi 7 modem (false; no technical incompatibility exists)."

#LTS00131615

_What better looks like: Validate modem-router compatibility using KB guidelines before advising replacements._

Failure to perform basic troubleshooting

"Failed to perform basic WAN diagnostics (WAN LED, cable check, reconfiguration via http://[REDACTED_PHONE])."

#LTS00131615

#LTS00131627

_What better looks like: Always verify WAN connectivity and run basic diagnostics before escalating or closing calls._

Next Week's Focus

• Confirm WAN connectivity (WAN LED, cable integrity, ISP signal) before declaring router issues.
• Use KB articles for self-help guidance when customers decline paid support.
• Document all troubleshooting steps and outcomes clearly in HappyFox.
• Validate product compatibility using official matrices before recommending replacements.

Technical Accuracy

Improvement

_Incorrectly stated EA7500 V2 receives no firmware updates (false; updates are available on support.linksys.com)._

#LTS00131615

Improvement

_Failed to perform basic WAN diagnostics (WAN LED, cable check, reconfiguration via http://[REDACTED_PHONE])._

#LTS00131615

Improvement

_Provided an invalid and potentially phishing-like support URL._

#LTS00131696

Improvement

_Used 5-press pairing method on LN1600, which is not supported per KB._

#GI00129451

Improvement

_Provided malformed URL using HTTPS for local admin access, which is incorrect._

#TE00132129

Coaching Moments

_No additional coaching moments were extracted after the technical review._

Escalation Lessons: What L2 Did

#GI00129451 — Resolved by Level 2

• What L1 saw: Customer with three houses wanted additional device for MBE7000; advised LN1600 purchase and explained differences.
• Why it escalated: L1 closed the case without resolving mesh compatibility concerns or providing valid self-help paths.
• Related call chain: Initial inquiry (overall 1.8), escalation call (overall 1.8), outbound follow-up (overall 1.8).
• What L2 did: Verified mesh compatibility, provided correct pairing procedures, and clarified that LN1600 cannot mesh with MBE7000.
• Current state: Resolved.
• L1 learning points: Confirm mesh compatibility before advising upgrades; use KB to validate device support; provide self-help resources for out-of-warranty customers.

#TE00132129 — Resolved by Level 2

• What L1 saw: Customer unable to access WHW03 web UI; blank blue screen with missing JavaScript files.
• Why it escalated: L1 provided incorrect URLs and claimed a non-existent Linux web update caused the issue.
• Related call chain: Initial access attempt (overall 1.8), escalation (overall 1.8).
• What L2 did: Guided customer through cache clearance, correct URL syntax (HTTP only), and browser compatibility checks; confirmed firmware version.
• Current state: Resolved.
• L1 learning points: Use HTTP for local admin access; avoid claiming unsupported causes; follow standard UI access troubleshooting flow.

#TE00132487 — Resolved by Level 2

• What L1 saw: MX5300 customer couldn’t separate Wi-Fi bands; UI redirected to Velop page.
• Why it escalated: L1 failed to access the UI and provided no band-separation steps.
• Related call chain: Single escalation call (overall 2.6).
• What L2 did: Accessed UI via correct URL, guided through band separation settings, and verified SSID configuration.
• Current state: Resolved.
• L1 learning points: Provide direct UI URLs; guide customers through band separation; verify UI access before escalation.

Coach Appendix

_Frontline-heavy week with 29 LTS queue calls vs 2 TE-owned calls. Key trends: inconsistent technical guidance (firmware updates, pairing methods), incomplete basic troubleshooting (WAN checks), and insufficient self-help paths. Focus next week: reinforce KB validation, standard troubleshooting flows, and clear closure hygiene._

This Week's Calls