leo.lluisma@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 9 LTS queue calls vs 0 TE-owned calls.
• Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is the slowest family at 46m 25s; outlier: 2.9x weekly median handle time.
• EA is one of the slowest families at 15m 55s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.28 vs. last week.
• Accuracy moved down 0.59 vs. last week.
• Protocol moved up 0.22 vs. last week.
• Average handle time moved up by 15m 45s.
• Family swing: MX handle time moved up by 35m 52s vs. last week.
• Family swing: WRT handle time moved up by 8m 59s vs. last week.
• Family swing: EA handle time moved up by 5m 39s vs. last week.

What Went Well

Accurate model identification and firmware guidance

Correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB.

#LTS00131139

Successful mesh setup guidance

Successfully guided customer through full mesh setup, including reset, pairing, and configuration. Confirmed node status (solid white) and presence in device list.

#LTS00131355

Growth Opportunities

Incorrect technical guidance and lack of troubleshooting

Incorrectly stated at [25:00] that the EA6350 is an 'end of support model' and that Linksys 'can no longer provide any assistance' — this is factually wrong per the KB; the EA6350 is eligible for basic support and standard password recovery procedures (e.g., factory reset, admin login) apply.

Next step: Always verify product support status via KB before stating eligibility, and provide standard troubleshooting steps for password recovery.

#LTS00130810

Incorrect URL and password guidance

Provided incorrect router admin URL ([REDACTED_PHONE]) and incorrect default password ('admin') for SPNM model.

Next step: Use the correct admin URLs (http://[REDACTED_PHONE] or myrouter.info) and verify default credentials per model before instructing customers.

#LTS00131173

Next Week's Focus

1. Verify product support status before stating eligibility — cross-check KB for end-of-life status and available support options.
2. Use correct admin URLs and default credentials — confirm model-specific access details and avoid generic instructions.
3. Improve efficiency in MX mesh troubleshooting — streamline diagnostic steps and reduce handle time for connectivity issues.
4. Enhance communication clarity — avoid long silences and ensure all guidance is concise and actionable.

Technical Accuracy

Improvement

Incorrectly stated EA6350 is end-of-support and failed to provide any troubleshooting steps (e.g., factory reset, admin login).

Note: The EA6350 is eligible for basic support; standard password recovery procedures apply.

#LTS00130810

Improvement

Directed customer to unsafe external site (reddit.com) and misidentified model as 'ETL link-on link 1200'.

Note: Avoid directing customers to unsupported external sites; always use Linksys-approved resources.

#LTS00128036

Improvement

Provided incorrect admin URL ([REDACTED_PHONE]) and incorrect default password ('admin') for SPNM model.

Note: Use correct URLs (http://[REDACTED_PHONE] or myrouter.info) and verify default credentials per model.

#LTS00131173

Improvement

Provided incorrect and unsafe URL ('linkssystem.com') and falsely claimed EA6400 has no firmware updates and is end-of-life.

Note: Use correct support domain (support.linksys.com) and verify firmware availability via KB.

#LTS00131360

Strength

Successfully guided customer through full mesh setup, including reset, pairing, and configuration. Confirmed node status (solid white) and presence in device list.

Note: Effective local setup guidance for MX6200 mesh systems.

#LTS00131355

Coaching Moments

Strength

Correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB.

Note: Accurate model identification and firmware guidance.

#LTS00131139

Improvement

Incorrect admin URL for MX6200 (myrouter.info instead of http://[REDACTED_PHONE] or http://myrouter.local).

Note: Use correct admin URLs for MX6200 models.

#LTS00057254

Improvement

Incorrect password guidance, including asking the customer to guess the router password and not clarifying the default password (admin).

Note: Provide clear password guidance and default credentials.

#LTS00057254

Improvement

Failure to verify internet connectivity after nodes showed solid white LEDs.

Note: Always confirm internet connectivity post-troubleshooting.

#LTS00057254

Improvement

Poor call control with multiple long silences and agent leaving the call twice for restroom breaks.

Note: Maintain efficient call flow and minimize unnecessary hold times.

#LTS00057254

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

• Highest-signal weekly trend: Accuracy scores dropped significantly, primarily due to incorrect technical guidance (e.g., misstated product support status, unsafe URLs, and incorrect admin credentials). Focus on verifying KB information and using model-specific troubleshooting steps.
• Recurring pattern: Inefficient call handling and long silences impacted handle time and customer experience. Prioritize concise communication and active call control.

This Week's Calls