aysah.bagumbaran@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 24 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 32m 9s; outlier: 2.1x weekly median handle time.
• E is the slowest family at 26m 24s; outlier: 1.8x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.30 vs. last week.
• Accuracy moved up 0.39 vs. last week.
• Protocol moved up 0.17 vs. last week.
• Average handle time moved up by 1m 06s.
• Family swing: E handle time moved up by 18m 54s vs. last week.
• Family swing: MBE handle time moved down by 14m 10s vs. last week.
• Family swing: WHW handle time moved up by 9m 19s vs. last week.

What Went Well

1. Accurate unmanaged switch guidance

> "The SE3005 is an unmanaged switch with no firewall capabilities. Firewall settings must be adjusted on the router (Spectrum gateway or eero)."

#LTS00131316

1. Clear warranty/communication framing

> "Your EA7300 is out of warranty (expired May 2021). For SSID separation, we can email step-by-step instructions or proceed with paid support."

#LTS00130930

Growth Opportunities

1. Technical accuracy & KB adherence

> "The MX2000 delivers up to 3 Gbps Wi‑Fi speed" ❌ (Fact: MX2000 maxes at 2.5 Gbps per KB)

Next step: Verify product specs/KB before stating performance claims. Use universal_speed_performance.md for speed validation.

#TE00130759

1. PCI compliance & data handling

> "Full credit‑card number, expiration, CVV collected over phone" ❌ (PCI violation)

Next step: Never collect payment details verbally. Use HappyFox secure payment portal.

#LTS00131057

Next Week's Focus

• Run WAN diagnostics first for red‑LED connectivity issues (cable check, modem reboot) before ISP referral.
• Disable band steering on MX/WHW routers when separating 2.4/5 GHz SSIDs to prevent re-merging.
• Use KB articles for password resets (e.g., universal_wifi_security.md) instead of generic defaults.
• Avoid verbal payment collection; direct to HappyFox secure portal for out-of-warranty cases.

Technical Accuracy

Improvement

Provided incorrect registration URLs (e.g., 'register.linksus.com') instead of the correct 'register.linksys.com'. This is a critical accuracy error and security risk.

#TE00130759

Improvement

5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance.

#LTS00131057

Improvement

Collected full credit‑card details (number, expiration, CVV) over unsecured phone line, violating PCI compliance policies.

#LTS00131057

Strength

Accurately identified SE3005 as an unmanaged switch with no firewall capabilities and directed customer to adjust firewall settings on their router, aligning with KB guidance.

#LTS00131316

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00130759 — Callback

• What L1 saw: MX2000 mesh system with slow speed/poor range after recent node setup.
• Why it escalated: Customer requested L2 after L1 provided incorrect registration URLs and false speed claims.
• Related call chain:

- L1 (aysah) → Incorrect URLs, false 3 Gbps claim → Escalation.

- L2 (Andy Dixit) → Validated RSSI issues, tested near-parent-node connection, expressed forwarding for follow-up.

• What L2 did:

- Used alternate server for speed test.

- Identified RSSI beyond acceptable threshold.

- Tested device connection near parent node.

- Scheduled callback for further troubleshooting.

• Current state: Callback pending; diagnosis ongoing.
• L1 learning points:

1. Verify registration URLs (register.linksys.com only).

2. Reference KB specs for MX2000 (max 2.5 Gbps, not 3 Gbps).

3. Run mesh diagnostics (RSSI, node placement) before escalation.

#TE00131076 — Resolved

• What L1 saw: MR5500 cloud account lockout after password resets.
• Why it escalated: L1 miscommunicated L2 callback expectations and provided incorrect registration URL.
• Related call chain:

- L1 (aysah) → Escalated after failed cloud login.

- L2 (Level‑2) → Verified account status, clarified LSW discontinuation, resolved via local web UI.

• What L2 did:

- Confirmed LinksysSmartWiFi.com discontinuation.

- Directed customer to myrouter.info for local management.

- Closed ticket after successful UI access.

• Current state: Resolved.
• L1 learning points:

1. Clarify cloud service status (LSW discontinued for MR5500).

2. Provide correct self-help URL (myrouter.info).

3. Avoid misstating callback details; confirm numbers with customer.

Coach Appendix

• Top trend: Persistent technical inaccuracies (incorrect URLs, unsupported procedures) and PCI violations in high-volume connectivity/setup cases.
• Recurring pattern: L1s often skip KB‑guided diagnostics (WAN checks, firmware updates) and default to escalation or paid support before exhausting free self-help paths.
• Key evidence:

- 3+ instances of incorrect registration URLs impacting MX/E series cases.

- 2+ PCI violations from verbal card collection during paid-support upsells.

This Week's Calls