vennemir.calvin@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 21 LTS queue calls vs 3 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

• 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

1. Correct recovery key guidance

> "On the Linksys Smart Wi‑Fi app, there are two options which is email and router password. Have you tried doing the router password instead?"

#GI00131579 — Guided customer through five-digit recovery key reset, restoring access in under 6 minutes.

1. Patient, step-by-step troubleshooting

> "Let me go into think see here we go. Oops. Here's somewhere. come on. There it is. I don't know. There we go. Right think see. Here we g..."

#GI00131579 — Tailored instructions for a less-technical user (self-identified as 63 years old), maintaining composure.

Growth Opportunities

1. Avoid factually incorrect statements

> "Recently, we have discontinued in terms of the cloud services. So linksyssmartwifi.com no longer works."

#LTS00131606 — Incorrect claim that cloud services are closed contradicts KB. Next step: Confirm current service status via internal resources before informing customers.

1. Follow protocol for model/serial collection

> Call ended without model/serial despite relevance to support eligibility.

#FA00131206 — Next step: Ask for model/serial in opening spiel and verify warranty status before troubleshooting.*

Next Week's Focus

• Verify warranty status before any troubleshooting step—use system tools, don’t rely on verbal claims.
• Use correct local access URLs (myrouter.local or [REDACTED_PHONE]) instead of outdated or invalid ones.
• Reduce silences/repetitions by summarizing steps upfront and confirming outcomes after each action.
• For SPN calls: Pre-check node topology, WAN LED status, and ISP credentials to avoid extended diagnostics.

Technical Accuracy

Improvement

• Incorrect cloud service claim

Call #LTS00131606:

"Linksys cloud login servers were closed"—factually false. Cloud services remain operational for supported models.

Improvement

• Invalid IP address format

Call #LTS00132262:

Provided [REDACTED_PHONE] as a router IP—technically invalid IPv4 format.

Improvement

• Mischaracterized E1200 support

Call #GI00131206:

Stated E1200 is unsupported—contradicts KB. E1200s support standard web-browser setup.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131199 — Pending with Level 2

• What L1 saw: Persistent connectivity issues on SPNMX42GC mesh; solid red node LEDs, dropped speeds, and app crashes.
• Why it escalated: Exceeded threshold after 1+ hour of troubleshooting (node swaps, firmware checks, channel finder).
• What L2 did:

- Verified mixed-model mesh (MX4000 parent + SPNMX42GC child) compatibility.

- Confirmed WAN connectivity via modem and ISP credentials.

- Performed advanced node diagnostics (LED blinks, RF interference tests).

• Current state: Pending L2 callback and further diagnostics.
• L1 learning points:

1. Check node compatibility before troubleshooting mixed-model meshes.

2. Validate WAN status (modem lights, ISP login) early in connectivity calls.

3. Document node topology (parent/child relationships) for escalation context.

#TE00116301 — Resolved by Level 2

• What L1 saw: Office node (MX8500) solid red, no devices connected, app shows online but no clients.
• Why it escalated: Hardware issue suspected after resets and re-addition failed.
• What L2 did:

- Performed hard reset and factory restore on the node.

- Verified firmware version and updated if needed.

- Confirmed node registration via Linksys Cloud account.

• Current state: Resolved after L2 reset and reconfiguration.
• L1 learning points:

1. Always attempt factory reset on solid-red nodes before escalation.

2. Check firmware version—older firmware can cause stability issues.

3. Verify cloud account registration to ensure node visibility in the app.

Coach Appendix

SPN calls dominate handle time and correlate with lower accuracy. Prioritize SPN-specific training on node topology verification and WAN checks. Address factual inaccuracies around cloud services to maintain trust. Standardize model/serial collection to improve protocol adherence.

This Week's Calls