riojene.ladera@concentrix.com — Coaching Report
Week of 2026-05-25 – 2026-05-31
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 29 | 17m 5s | MX6200 | CONNECTIVITY | 29 | 2 |
Work Mix Lens
- Frontline-heavy week: 28 LTS queue calls vs 1 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.30 | 29 |
| Protocol | 1.70 | 29 |
| Communication | 2.10 | 29 |
| Overall | 2.20 | 29 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 11 | 22m 55s | 2.63 | 2.64 | 1.73 | 2.27 | |
| E | 6 | 21m 7s | 2.00 | 1.50 | 1.67 | 2.00 | |
| WHW | 5 | 20m 44s | 1.95 | 3.75 | 1.50 | 1.50 | |
| MR | 4 | 13m 15s | 1.73 | 1.75 | 1.75 | 2.00 | |
| EA | 3 | 11m 25s | 2.03 | 1.00 | 1.67 | 2.00 | |
| WRT | 2 | 6m 10s | 2.40 | 3.00 | 1.50 | 2.00 |
Key Observations
- MX is one of the slowest families at 22m 55s.
- E is one of the slowest families at 21m 7s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 12 | 19m 31s | 2.00 | 2.30 | 1.60 | 2.00 | ✓ |
| SETUP | 8 | 20m 0s | 2.30 | 2.40 | 1.90 | 2.30 | |
| ACCESS | 4 | 17m 25s | 2.10 | 2.00 | 1.80 | 2.00 | |
| CONFIGURATION | 3 | 19m 56s | 2.00 | 2.00 | 1.70 | 2.00 | ✓ |
| HARDWARE | 1 | 45m 0s | 3.00 | 2.00 | 1.00 | 2.00 |
Week-over-Week Movement
- Overall moved up 0.29 vs. last week.
- Protocol moved up 0.38 vs. last week.
- Average handle time moved up by 8m 08s.
- Family swing: E handle time moved up by 13m 51s vs. last week.
- Family swing: WHW handle time moved up by 9m 55s vs. last week.
- Family swing: MX handle time moved up by 6m 55s vs. last week.
What Went Well
- Effective mesh node pairing: Successfully guided the customer to achieve a solid white LED, indicating mesh pairing success.
- Accurate troubleshooting guidance for band separation: Successfully instructed the customer to rename SSIDs to separate 2.4 GHz and 5 GHz bands, achieving the customer's goal.
Growth Opportunities
- Incorrect technical specifications: Provided factually incorrect technical specification: claimed MX5500 has a 2.5G WAN port (KB states 1G WAN port). Recommended non-existent product model MX6222 (not listed in KB).
- Premature paid support offers without troubleshooting: Offered paid support before attempting any meaningful troubleshooting for the customer's internet outage (solid red LEDs on all Velop nodes).
Next Week's Focus
- This week is frontline-heavy, so keep safe troubleshooting branches, closure hygiene, and customer-facing next steps tight.
- Improve accuracy in technical specifications and troubleshooting guidance.
- Reduce premature paid support offers without attempting basic troubleshooting.
- Enhance protocol adherence, especially model/serial number verification.
Technical Accuracy
Improvement
Provided factually incorrect technical specification: claimed MX5500 has a 2.5G WAN port (KB states 1G WAN port). Recommended non-existent product model MX6222 (not listed in KB).
Improvement
Failed to perform any diagnostic troubleshooting for internet/WAN outage (no power cycle, WAN check, LED interpretation, reset guidance). Offered paid support prematurely without attempting basic triage.
Improvement
Incorrectly stated that EA9500 is no longer eligible for any technical assistance, including paid support. Refused to provide paid support despite customer willingness and no policy prohibiting it.
Improvement
Provided materially incorrect technical information: claimed the router cannot receive firmware updates from Linksys and that Spectrum's modem is Wi-Fi 7, creating a false conflict narrative.
Improvement
Provided materially false technical information by referencing Eero Pro (non-Linksys product) and inventing a non-existent Linksys product 'Veloop Pro7'.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
— — Resolved
- Call Outcome: Agent promised to email troubleshooting steps; no resolution confirmed.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-26 23:18:30', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Updated -> Escalated'}, {'timestamp': '2026-05-26 23:20:35', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': "•Verified with Sir Mark. Possible hardware issue. Set customer's expectation. If ever device is defective we no longer process RMA. But still escalate to L2 for confirmation •Escalate to L2. Exceeded threshold."}, {'timestamp': '2026-05-27 01:21:35', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-05-27 01:21:46', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '* Claimed the case from CAT queue'}, {'timestamp': '2026-05-27 01:21:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-05-27 02:31:40', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'processed call back case number: TE00130941 phone number : [REDACTED_PHONE] ext : 10069 Case: DETAILED DESCRIPTION OF THE ISSUE: TROUBLESHOOTING: Specific Step-by-Step procedures taken with Customer: USE DETAIL. - Callback process 10:30 AM MNLA - Dialed [REDACTED_PHONE] - I was able to talk with the client - As per the client remains solid blue all the time - We tried to unplug and replug the node from the outlet and it immediately went to solid blue - Try topress the reset button for 1 minute -...'}, {'timestamp': '2026-05-27 02:31:45', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Resolved'}]
- Current Status: Resolved
— — Pending - Returns
- Call Outcome: Escalated to Level-2 technical support; agent documented case and assured customer specialist will follow up within three hours.
- Level 2 Resolution Steps: [{'timestamp': '2026-05-26 20:53:17', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-05-26 20:54:26', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Escalation Tier: Level 2 Technical Support Callback Window: 2–3 Hours Customer Phone Number: [REDACTED_PHONE] Status: Customer disconnected/released the line Hardware Profile Parent/Child Nodes: Linksys Velop WHW03 (Quantity: 3) Additional Node: Linksys Velop Pro 6E MX6200 (Quantity: 1) Upstream Modem/Gateway: Spectrum Wi-Fi 6E router Issue Description Customer has no internet connection. The primary Parent Node is stuck in a blinking blue stat...'}, {'timestamp': '2026-05-26 22:49:14', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-04 22:51:02', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi Sir Albert [@Albert Dominic Roa][1] , I would like to ask for your assistance in processing the pro-rated refund of my customer’s single MX6201 node due to flashing blue LED and not resetting to factory defaults. Please check the overview of the ticket and the pro-rated refund computation below: Issue Description: MX6200_Lost Internet Connection_Flashing Blue LED & Not Resetting TE00005769 Name: George James Phone: [REDACTED_PHONE] Email: [[REDACTED_EMAIL]][2] Country: US Hawaii Model Number:...'}, {'timestamp': '2026-06-04 22:51:10', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Callback -> Escalated'}, {'timestamp': '2026-06-04 22:53:48', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Please process the pro-rated refund of my customer’s single MX6201 node due to flashing blue LED and not resetting to factory defaults.'}, {'timestamp': '2026-06-04 23:26:59', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Pending - Returns | Assignee: Unassigned -> [REDACTED_EMAIL] | Note: Claim ticket awaiting return for pro rated refund'}]
- Current Status: Pending - Returns
Coach Appendix
Weekly pattern unavailable.
Focus points: Improve accuracy in technical specifications and troubleshooting guidance.; Reduce premature paid support offers without attempting basic troubleshooting.; Enhance protocol adherence, especially model/serial number verification.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130888 | 2026-05-26 15:39:10+00:00 | 3.00 | INBOUND | EA7500 | CONNECTIVITY | Agent will send an email with generic troubleshooting instructions. |
| #LTS00130916 | 2026-05-26 17:52:23+00:00 | 3.00 | INBOUND | MR6350 | CONFIGURATION | Agent will send an email with written instructions on how to separate the Wi-Fi band. |
| #LTS00130920 | 2026-05-26 18:12:19+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Agent will send a troubleshooting guide via email and suggested upgrading to newer Wi-Fi 6/6E devices. |
| #TE00130941 | 2026-05-26 19:46:12+00:00 | 1.50 | INBOUND | WHW01 | CONNECTIVITY | Agent promised to email troubleshooting steps; no resolution confirmed. |
| #PR00005769 | 2026-05-26 20:08:33+00:00 | 3.00 | INBOUND | MX6200 | HARDWARE | Escalated to Level-2 technical support; agent documented case and assured customer specialist will follow up within three hours. |
| #LTS00131047 | 2026-05-27 15:16:27+00:00 | 2.20 | INBOUND | E5400 | ACCESS | Printer successfully connected to Wi-Fi after credential update; no further action needed. |
| #LTS00123747 | 2026-05-27 16:53:10+00:00 | 1.40 | INBOUND | MX5500 | CONNECTIVITY | No resolution. Agent suggested upgrading to non-existent products without providing actionable guidance or KB references. |
| #LTS00131059 | 2026-05-27 17:14:09+00:00 | 1.40 | INBOUND | MR7350 | CONNECTIVITY | Offered paid-support session ($15) and suggested visiting support.linksys.com for AI assistance. |
| #LTS00045681 | 2026-05-27 17:59:39+00:00 | 3.00 | INBOUND | MX6200 | SETUP | Agent offered to call back without setting a time or providing self-help steps. |
| #LTS00045681 | 2026-05-27 18:03:13+00:00 | 3.00 | OUTBOUND | MX6200 | SETUP | Node successfully paired (solid white LED) and appeared under the main SSID. Customer confirmed network functionality. No further troubleshooting or verification performed. |
| #LTS00131075 | 2026-05-27 18:37:46+00:00 | 1.80 | INBOUND | EA6900 | CONNECTIVITY | Advised customer to search online for how to clear Netflix cache; recommended purchasing a new router if issues persist. |
| #LTS00123747 | 2026-05-27 18:56:31+00:00 | 1.80 | INBOUND | MX5500 | CONNECTIVITY | Agent directed the customer to the Linksys support website without providing specific guidance or confirming resolution. |
| #LTS00109388 | 2026-05-27 20:07:53+00:00 | 1.30 | INBOUND | E7350 | SETUP | Sent email with generic reset and re‑configuration instructions. |
| #LTS00131087 | 2026-05-27 20:36:20+00:00 | 1.30 | INBOUND | EA9500 | ACCESS | No concrete resolution. Vague offer to email unspecified instructions. |
| #LTS00131101 | 2026-05-27 21:08:34+00:00 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | Send troubleshooting guide via email to customer. |
| #LTS00131234 | 2026-05-28 14:32:11+00:00 | — | INBOUND | WHW03 | SETUP | — |
| #LTS00131261 | 2026-05-28 16:47:36+00:00 | 3.00 | INBOUND | E8450 | SETUP | Offered paid-support session; customer declined. No technical fix applied. |
| #LTS00131276 | 2026-05-28 17:42:16+00:00 | 1.50 | INBOUND | WHW03 | CONFIGURATION | No resolution was achieved; call ended without guidance. |
| #LTS00131281 | 2026-05-28 18:05:59+00:00 | 1.20 | INBOUND | MR7350 | SETUP | No resolution achieved; no escalation, callback, or self-help path provided. |
| #LTS00131296 | 2026-05-28 19:15:16+00:00 | 3.00 | INBOUND | WRT3200ACM | ACCESS | Customer to reset router and attempt login via http://myrouter.local with default password 'admin' to set a new admin password. |
| #LTS00131307 | 2026-05-28 20:02:52+00:00 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | Informed warranty expired; no free support offered. |
| #LTS00131314 | 2026-05-28 20:43:34+00:00 | 1.40 | INBOUND | MX6200 | SETUP | Agent scheduled a callback and documented case LTS00131314; no technical fix was applied. |
| #LTS00131318 | 2026-05-28 21:10:18+00:00 | 1.80 | INBOUND | WRT310N | SETUP | None provided beyond purchasing a new router. |
| #LTS00131322 | 2026-05-28 21:20:52+00:00 | 3.00 | INBOUND | E2500 | ACCESS | Agent will send an email with correct reset instructions; customer may consider purchasing a new router. |
| #LTS00084558 | 2026-05-28 22:50:29+00:00 | 3.30 | INBOUND | MX2000 | CONFIGURATION | Customer able to connect to the renamed 2.4 GHz network; advised to use the new SSID names for each band. |
| #LTS00131423 | 2026-05-29 16:02:46+00:00 | 1.30 | INBOUND | E2500 | CONNECTIVITY | Advised customer to purchase a new router; no troubleshooting or self-help resources provided. |
| #LTS00131430 | 2026-05-29 16:32:05+00:00 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | Node re-paired and now shows solid white; monitor and relocate as needed. |
| #LTS00131467 | 2026-05-29 19:03:09+00:00 | 1.20 | INBOUND | E8450 | SETUP | Agent attempted to escalate to Level 2 after customer refused further payment, but call ended without confirmation of escalation or next steps. |
| #LTS00131481 | 2026-05-29 20:23:16+00:00 | 3.00 | INBOUND | MX4200 | SETUP | Sent email with step-by-step troubleshooting guide. |
| #LTS00103439 | 2026-05-29 20:40:46+00:00 | 3.00 | INBOUND | MX2000 | CONNECTIVITY | All five child nodes reset and paired; now show solid blue indicating mesh connection. |
| #GI00131498 | 2026-05-29 21:52:22+00:00 | 1.30 | INBOUND | MRML191 | CONFIGURATION | Agent claimed to email firmware file (not received); no further steps taken. |