vennemir.calvin@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• SPN is the slowest family at 25m 6s; outlier: 1.8x weekly median handle time.
• RE is one of the slowest families at 18m 39s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.20 vs. last week.
• Accuracy moved down 0.49 vs. last week.
• Communication moved up 0.17 vs. last week.
• Family swing: MBE handle time moved down by 12m 47s vs. last week.
• Family swing: RE handle time moved up by 8m 06s vs. last week.
• Family swing: SPN handle time moved up by 7m 50s vs. last week.

What Went Well

Correct password reset guidance

Guided the customer through the five-digit recovery key password reset process.

#GI00131579

Effective troubleshooting for band-splitting

Successfully guided customer through web interface to split 2.4 GHz and 5 GHz SSIDs, resolving connectivity issues.

#LTS00131794

Growth Opportunities

Incorrect technical guidance on cloud services

Provided materially false information that Linksys cloud login servers were closed, which is incorrect.

#TE00116301

What better looks like: Verify cloud service status via KB before informing customers, and provide accurate local access URLs.

Failure to follow standard troubleshooting protocols

Skipped power-cycling the modem and checking WAN link before proceeding with incorrect advice.

#LTS00132262

What better looks like: Always verify modem/WAN status and follow documented troubleshooting flows before recommending resets or changes.

Next Week's Focus

1. Verify cloud service status before advising customers – Check KB or internal resources to confirm current cloud service availability.
2. Follow standard WAN troubleshooting – Always power-cycle the modem, check WAN LED, and verify ISP credentials before proceeding.
3. Minimize unnecessary repetitions – Structure calls to avoid repeating the same steps multiple times without progress.
4. Improve accuracy in technical statements – Cross-reference KB before stating any technical facts to customers.

Technical Accuracy

Improvement

Incorrectly stated that Linksys cloud login servers were closed, which is factually incorrect and contradicts KB guidance.

#TE00116301

Improvement

Incorrect IP address provided for local router access, leading to failed troubleshooting.

#LTS00132262

Improvement

Incorrect factory reset guidance provided, potentially causing customer confusion and failed reset attempts.

#LTS00132221

Improvement

Invalid URL provided for local router access, leading to failed access attempts.

#LTS00132221

Improvement

Incorrect IP address provided for local router access, leading to failed troubleshooting.

#LTS00132231

Strength

Accurate guidance provided for password reset using recovery key, leading to successful resolution.

#GI00131579

Coaching Moments

Improvement

Incorrectly stated that Linksys cloud login servers were closed, which is factually incorrect and contradicts KB guidance.

#TE00116301

Improvement

Incorrect IP address provided for local router access, leading to failed troubleshooting.

#LTS00132262

Improvement

Incorrect factory reset guidance provided, potentially causing customer confusion and failed reset attempts.

#LTS00132221

Improvement

Invalid URL provided for local router access, leading to failed access attempts.

#LTS00132221

Improvement

Incorrect IP address provided for local router access, leading to failed troubleshooting.

#LTS00132231

Escalation Lessons: What L2 Did

#TE00131199 — Pending with Level 2

• What L1 saw: Customer reported persistent connectivity issues with a mixed-model mesh system (SPNMX42GC with MX4000 parent node).
• Why it escalated: Issues persisted after standard troubleshooting (node spacing, reboots, firmware updates).
• Related call chain: Previous call by another agent resulted in a callback promise but no resolution.
• What L2 did: L2 reviewed the case, noted the mixed-model configuration, and planned further diagnostics.
• Current state: Escalated and pending L2 action.
• L1 learning points:

1. For mixed-model meshes, verify compatibility and consider firmware mismatches.

2. Document all troubleshooting steps clearly and note any unresolved symptoms.

3. Escalate with a concise summary of what has been tried and what remains untested.

#TE00116301 — Pending with Level 2

• What L1 saw: Customer couldn’t log into linksyssmartwifi.com (blue screen) and forgot the router admin password; child node (MX8500) showed solid red light.
• Why it escalated: Cloud service was discontinued, local access failed, and hardware issue persisted.
• Related call chain: Multiple calls, including one where L1 provided incorrect local URLs and failed to validate login.
• What L2 did: L2 clarified cloud service discontinuation, provided correct local access URLs, and planned to troubleshoot the red-light node.
• Current state: Escalated and pending L2 action.
• L1 learning points:

1. Always confirm whether the customer needs cloud or local access and provide the correct URLs.

2. For solid red nodes, check WAN status, modem connection, and consider hardware faults.

3. Document warranty status and gather serial numbers early to facilitate escalation.

#LTS00132223 — Resolved by Level 2

• What L1 saw: Customer couldn’t log into the Linksys app on an SPNM60; app stuck on “enter router password.”
• Why it escalated: App login failed despite correct credentials and multiple resets.
• Related call chain: L1 performed factory reset and added child node via web interface, but app login remained unresolved.
• What L2 did: L2 confirmed the SPNM60 is a Cognitive Mesh device, which does not use the Linksys app, and guided the customer to use the web interface for management.
• Current state: Resolved.
• L1 learning points:

1. Identify device type (Cognitive vs Intelligent Mesh) early to route customers correctly.

2. For Cognitive Mesh, emphasize web interface usage and discourage app reliance.

3. Verify app functionality only after confirming device type and management path.

#LTS00132231 — Resolved by Level 2

• What L1 saw: Customer couldn’t log into router web admin; redirected to Linksys Now page; needed to change PPPoE credentials before ISP switch.
• Why it escalated: L1 provided incorrect IP address and failed to mention the correct workaround (Log Into Router button).
• Related call chain: L1 advised disconnecting modem and suggested factory reset, which was unnecessary.
• What L2 did: L2 clarified the Linksys Now redirect, guided the customer to use the “Log Into Router” button, and provided correct local access URLs.
• Current state: Resolved.
• L1 learning points:

1. When customers encounter the Linksys Now redirect, always mention the “Log Into Router” button as the standard workaround.

2. Avoid suggesting modem disconnection unless WAN status is confirmed faulty.

3. Provide accurate local access URLs (myrouter.local or [REDACTED_PHONE]) and verify success before closing.

#TE00132214 — Resolved by Level 2

• What L1 saw: Customer’s WHW03 mesh nodes were not connecting to the internet after a storm; all nodes showed blinking red lights.
• Why it escalated: Issues persisted after reboots and ISP checks; L1 escalated after exceeding troubleshooting thresholds.
• Related call chain: Multiple calls, including one where L1 endorsed the ticket for escalation and another where L1 advised a callback.
• What L2 did: L2 guided the customer through node replacement, verified LED behavior post-reset, and confirmed internet restoration.
• Current state: Resolved.
• L1 learning points:

1. For blinking red LEDs, check power, WAN connection, and consider node replacement if diagnostics fail.

2. Document all troubleshooting steps and note any environmental factors (e.g., storms).

3. Escalate with a clear summary of what has been attempted and what remains untested.

Coach Appendix

Weekly Trend:

This week was frontline-heavy, with 21 LTS queue calls vs 3 TE-owned calls. The agent handled a mix of ACCESS, CONNECTIVITY, and SETUP issues, with SPNMX42GC being the top product. Overall scores dipped slightly (-0.20) due to accuracy challenges, particularly around cloud service misinformation and incorrect technical guidance. Handle times improved by 18 seconds on average.

Key Coaching Focus:

• Accuracy: Ensure all technical statements (e.g., cloud service status, local access URLs) are verified against KB before sharing with customers.
• Protocol: Follow standard WAN and modem checks for CONNECTIVITY and SETUP issues to avoid skipping critical diagnostics.
• Efficiency: Reduce call hold times and repetitive steps by structuring troubleshooting flows and confirming outcomes early.

This Week's Calls