maylene.delada@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 21 LTS queue calls vs 2 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 27m 29s; outlier: 2.9x weekly median handle time.
• RE is one of the slowest families at 12m 16s.

Problem Categories

Week-over-Week Movement

• Protocol moved up 0.16 vs. last week.
• Family swing: MR handle time moved down by 8m 54s vs. last week.

What Went Well

1. Professional escalation and documentation

> "All right. Yep, that's the only information that is needed to transfer the ownership of your device. And for this one, it will be escalated to our management since they are the one who can do that."

#LTS00130698

Correctly identified management escalation requirement, verified document receipt, and provided a realistic 24-48 hour timeline.

1. Accurate legacy model identification

> "this one for you then uh that explains why the router that you just bought is not really though you bought it brand new but the model number is one of our legacy device which we don't manufactured anymore."

#LTS00130972

Precise identification of EA7450 as a legacy EA series device, with clear explanation of recovery key limitations.

Growth Opportunities

1. Technical accuracy in product guidance

> "We have Velop Pro 7... MX-20... WHW0305"

#LTS00130789

Avoid guessing or inventing model names. Always verify against KB or internal databases before recommending replacements.

1. Troubleshooting completeness and verification

> "Our system cannot detect this router."

#LTS00130967

When basic steps fail, proceed with model-specific diagnostics (e.g., WAN cable check, admin UI access) instead of stopping at "system detection" messages.

Next Week's Focus

1. MX product troubleshooting: Practice standardized WAN diagnostic steps (cable verification, ISP status check, LED interpretation) for MX series connectivity issues.
2. Model verification habit: Confirm product model and serial number before recommending solutions or replacements.
3. Resolution confirmation: Always verify successful completion of customer-facing steps (e.g., "Can you confirm your internet is now working?").
4. Escalation readiness: For complex account changes, document all pre-escalation steps and expected timelines clearly before transferring ownership.

Technical Accuracy

Improvement

Incorrect support email domain provided (customersupport@lyncus.com instead of @linksys.com).

#TE00131111

Always verify support email domains against KB before sharing them with customers.

Improvement

Misapplied 5-press reset for MX6200 (invalid procedure) and misstated boot time as 30 minutes.

#LTS00131069

Use model-specific reset procedures: MX6200 requires a 10-second hold, not 5-press pairing.

Improvement

False claim that the Linksys app is discontinued for WHW03 units.

#LTS00131441

The Linksys app remains supported for all current and many legacy devices; avoid outdated statements.

Improvement

Materially false statement that the Linksys app is discontinued for all routers.

#LTS00131504

Refrain from making broad, unsupported claims about product support availability.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#LTS00130698 — Resolved by Level 2

• What L1 saw: Customer needed to transfer LAPAC1750 ownership to a new account after purchasing a used AP without credentials.
• Why it escalated: L1 could not perform account ownership changes and correctly identified the need for management intervention.
• What L2 did:

- Verified proof of purchase and serial number.

- Deleted the AP from the existing account in LCM 1.0.

- Advised migration to LCM 2.0 via local web UI for future cloud management.

• Current state: Resolved; AP removed from old account and ready for new account association.
• L1 learning points:

1. Always collect proof of purchase and serial number for ownership transfer requests.

2. Explain LCM migration paths to avoid future cloud access issues.

3. Escalate clearly with all required documentation upfront.

#TE00131111 — Resolved by Level 2

• What L1 saw: EA9300 not connecting to internet post-factory reset; customer had verified modem functionality.
• Why it escalated: L1 provided incomplete troubleshooting and an invalid support email address.
• What L2 did:

- Conducted WAN status check and reconfigured router settings.

- Provided valid support email and correct reset duration (~10 seconds for EA series).

- Advised on "Mac for Android" setting (valid for EA9300).

• Current state: Resolved; internet connectivity restored.
• L1 learning points:

1. Verify WAN cable connection and ISP status before declaring "system detection" failures.

2. Use model-specific reset durations (10 seconds for EA series).

3. Confirm support email domains before sharing them.

#TE00102547 — Resolved by Level 2

• What L1 saw: MX6200 mesh nodes unresponsive after power outage; child nodes showed solid red lights.
• Why it escalated: L1 provided incorrect 5-press pairing guidance and failed to verify internet restoration.
• What L2 did:

- Guided customer through proper 10-second reset on parent node.

- Instructed gathering nodes near parent and using Linksys app for re-pairing.

- Confirmed internet connectivity post-reset.

• Current state: Resolved; all nodes re-paired and internet functional.
• L1 learning points:

1. Use model-specific reset procedures (10-second hold for MX6200, not 5-press).

2. Verify internet connectivity and node reconnection after resets.

3. Avoid LED misinterpretation (red = pairing needed, not "no Wi-Fi").

Coach Appendix

Highest-signal trend: MX series calls dominate handle time and accuracy challenges, driven by WAN diagnostic gaps and LED misinterpretation. Prioritize MX product training with emphasis on WAN checks, model-specific resets, and post-troubleshooting verification. Escalation readiness improved but requires stricter email domain validation and resolution confirmation habits.*

This Week's Calls