deneive.luar@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
43	12m 41s	MX6200	CONNECTIVITY	43	—

Work Mix Lens

Frontline-heavy week: 48 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

Dimension	This Week	Calls Reviewed
Accuracy	2.30	43
Protocol	1.80	43
Communication	2.20	43
Overall	2.20	43

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
MX	12	22m 15s	2.28	1.92	1.75	2.08	Outlier: 1.9x weekly median handle time
WHW	7	16m 2s	1.94	2.43	1.43	2.00
MR	3	15m 8s	2.10	3.00	1.33	1.67
EA	15	11m 41s	2.23	1.73	1.87	2.20
OTHER	4	11m 15s	2.62	2.75	1.75	2.75
E	6	10m 42s	1.98	1.33	1.67	2.17
WRT	2	10m 12s	2.50	3.00	1.50	3.00
MBE	1	8m 14s	1.50	5.00	1.00	1.00

Key Observations

MX is the slowest family at 22m 15s; outlier: 1.9x weekly median handle time.
WHW is one of the slowest families at 16m 2s.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
CONNECTIVITY	18	14m 16s	2.10	2.20	1.80	2.30	✓
SETUP	12	13m 32s	2.30	2.40	2.00	2.30	✓
ACCESS	5	12m 36s	2.00	2.60	1.80	2.20	✓
HARDWARE	5	8m 9s	2.10	2.40	1.60	2.20	✓

Week-over-Week Movement

Overall moved down 0.16 vs. last week.
Accuracy moved down 0.24 vs. last week.
Communication moved down 0.18 vs. last week.
Average handle time moved up by 2m 16s.
Family swing: OTHER handle time moved up by 4m 16s vs. last week.

What Went Well

Accurate product identification

Collected model and serial numbers correctly, enabling precise support.

Example: Verified EA6350 model and serial 14Y30J02907074 before proceeding.

Customer information collection

Consistently captured full contact details (name, email, phone) and device specs.

Example: Polished phonetic spelling of Benja-min Jac-o-bson and brynne{milani@}ais.nn.

Appropriate self-help paths

Offered emails with troubleshooting guides when customers declined paid support.

Example: Promised driver link for WUSB6100M after confirming EOL status.

Growth Opportunities

Technical accuracy & KB adherence

Improvement: Avoid stating unsupported status for legacy devices (e.g., EA6350) and use correct reset procedures.

> "The EA6350 is end-of-life and no longer supported by Linksys."

Next step: Confirm firmware availability via KB before declaring unsupported. Use 10-second reset for EA series.

#LTS00131237

Troubleshooting protocol

Improvement: Perform basic diagnostics (power cycle, LED check, WAN ping) before escalating or recommending replacement.

> "I didn’t verify WAN connectivity before advising a new router."

Next step: Standardize connectivity checks: ping 8.8.8.8, LED validation, and modem reboot.

#LTS00130705

Next Week's Focus

Verify product support status before declaring devices unsupported. Cross-check KB for firmware/updates.
Standardize connectivity diagnostics: Always check WAN ping, LED states, and modem sync after power outages.
Use correct reset durations: 10 seconds for EA/MX series, 20 seconds only for specific models per KB.

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.

Technical Accuracy

Improvement

Incorrect EOL claim for EA6350

"The EA6350 is end-of-life and no longer supported by Linksys."

Note: EA6350 receives firmware updates; agent misrepresented support policy. Always confirm via KB before stating EOL.

#LTS00131237

Improvement

Invalid support URL provided

"Visit www.support.linksystem.com for troubleshooting."

Note: Domain linksystem.com is not Linksys-owned; poses phishing risk. Use support.linksys.com.

#LTS00131232

Improvement

Incorrect MX6200 pairing method

"Use 5-press reset to add child nodes."

Note: MX6200 uses Intelligent Mesh; 5-press reset is unsupported. Use Pair button or admin UI.

#LTS00131259

Improvement

Misstated MX5500 mesh compatibility

"MX5500 cannot be added as a child node to WHW03."

Note: MX5500 can join WHW03 mesh but may lack optimal performance. Clarify limitations per KB.

#LTS00131437

Strength

Accurate redirection of non-Linksys device

Note: Correctly identified TP-Link Archer C7 and directed customer to vendor support.

#GI00131287

Coaching Moments

No additional coaching moments extracted after technical review.

Escalation Lessons: What L2 Did

No escalated case learning was available for this report.

Coach Appendix

Primary trend: Frequent technical inaccuracies around legacy device support and mesh configuration, leading to customer confusion and prolonged handle times.
Key pattern: Agent often declares devices unsupported before performing basic diagnostics, violating protocol and KB guidance. Focus next week on verifying warranty/firmware status and executing standardized troubleshooting flows for connectivity and setup issues.
Evidence: See Technical Accuracy section for specific errors and call examples.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00130717	2026-05-25 12:56:17+00:00	1.70	INBOUND	WRT54G2	HARDWARE	Agent promised to email password-reset instructions to 134@gmail.com, but no actual steps were provided during the call.
#LTS00130717	2026-05-25 13:36:58+00:00	3.30	INBOUND	WRT54G2	HARDWARE	Purchase and install MX2000 mesh router; no further action required.
#LTS00130705	2026-05-25 14:21:35+00:00	1.30	INBOUND	EA7300	CONNECTIVITY	Customer advised to contact ISP without confirmation of modem status, router functionality, or receipt of self-help materials. No concrete next step provided.
#LTS00130732	2026-05-25 15:01:42+00:00	3.00	INBOUND	E5400	CONNECTIVITY	Customer advised to consider purchasing a new mesh router; email with troubleshooting steps to be sent.
#LTS00130757	2026-05-25 18:21:07+00:00	3.00	INBOUND	MR7350	ACCESS	Agent sent an email to MaryMWilder1@gmail.com with instructions for accessing the router locally using the router password.
#GI00130777	2026-05-25 20:11:33+00:00	1.00	INBOUND	—	HARDWARE	None — agent said they would call back but no callback was scheduled or confirmed.
#GI00130777	2026-05-25 20:16:02+00:00	1.50	OUTBOUND	—	HARDWARE	Agent determined the device is not a Linksys product and asked the customer to send a photo; no further action taken.
#GI00129420	2026-05-25 23:51:36+00:00	1.30	INBOUND	E1200	CONNECTIVITY	Agent directed customer to invalid support site (support.links.com) and ended call.
#LTS00130869	2026-05-26 14:31:15+00:00	1.90	INBOUND	EA6900	CONNECTIVITY	Advised customer to purchase a new router; no technical fix, troubleshooting, or valid support path offered.
#LTS00130886	2026-05-26 15:30:57+00:00	1.40	INBOUND	E1200	SETUP	Agent will email the E1200 user guide to the customer.
#LTS00130896	2026-05-26 16:15:32+00:00	3.00	INBOUND	EA7500	CONNECTIVITY	Agent advised EA7500 is end-of-life and suggested purchasing a new router from retail stores. No self-help, KB, or follow-up email offered.
#LTS00085692	2026-05-26 17:53:19+00:00	3.00	INBOUND	MX6200	CONNECTIVITY	Node re‑added to the mesh (solid white). Phone Wi‑Fi connectivity still pending – advise customer to retry connection or request further assistance.
#LTS00130930	2026-05-26 19:40:28+00:00	3.00	INBOUND	WHW03	CONFIGURATION	Customer to follow resent email and verbal instructions independently. No follow-up scheduled.
#LTS00130949	2026-05-26 20:00:30+00:00	1.80	INBOUND	MR8300	SETUP	Email with generic reset steps will be sent; customer may opt for paid support.
#LTS00130961	2026-05-26 20:48:44+00:00	1.80	INBOUND	EA6500	SETUP	Agent promised to email a user guide after the call.
#LTS00131029	2026-05-27 13:15:44+00:00	2.30	INBOUND	MX6200	SETUP	Settings were eventually saved after an in-app update and system restart, but no formal resolution or follow-up was documented.
#LTS00131063	2026-05-27 17:40:10+00:00	3.20	INBOUND	WHW03	CONNECTIVITY	Power-cycle completed; parent node appeared online (solid green); customer instructed to reconnect child nodes one at a time and call back if any remain offline.
#LTS00131073	2026-05-27 18:13:04+00:00	1.10	INBOUND	EA8300	ACCESS	Agent promised to email additional troubleshooting steps; no concrete self-help path or KB article provided. Customer may call back if issue persists.
#LTS00131065	2026-05-27 19:59:43+00:00	3.00	INBOUND	EA9300	SETUP	Agent will resend the proof of purchase email; customer to forward proof and call back for warranty validation.
#LTS00131069	2026-05-27 21:00:09+00:00	1.80	INBOUND	MX6200	CONNECTIVITY	Wi-Fi SSID/password changed; devices reconnected; issue resolved.
#LTS00058823	2026-05-28 01:09:14+00:00	1.50	INBOUND	MBE7000	CONNECTIVITY	No resolution; call ended without assistance.
#LTS00131029	2026-05-28 12:50:24+00:00	1.50	INBOUND	MX6200	SETUP	not_applicable
#LTS00131213	2026-05-28 13:11:50+00:00	3.00	INBOUND	EA6350	CONNECTIVITY	Customer to follow the user guide and reconfigure the router; agent will send the guide via email.
#LTS00096720	2026-05-28 13:27:47+00:00	3.00	INBOUND	E1200	CONNECTIVITY	Advised customer to purchase a newer mesh router (MX2000 or MR7350) without troubleshooting or providing KB-based guidance for the existing router.
#LTS00096720	2026-05-28 13:45:05+00:00	2.00	INBOUND	E1200	CONNECTIVITY	Provided incorrect product names and no actionable purchase guidance; no follow-up arranged.
#LTS00131232	2026-05-28 14:27:46+00:00	1.80	INBOUND	EA7300	CONNECTIVITY	Customer advised to power-cycle modem and router; email with detailed steps promised; directed to incorrect URL (www.support.linksystem.com).
#LTS00131237	2026-05-28 15:05:57+00:00	1.40	INBOUND	EA6350	CONNECTIVITY	Advised customer to purchase a new router; no troubleshooting or self-help resources provided.
#GI00131248	2026-05-28 15:50:25+00:00	3.00	INBOUND	—	CONNECTIVITY	Customer decided to call back later; no technical steps or resources were provided.
#LTS00131259	2026-05-28 16:05:56+00:00	3.00	INBOUND	MX6200	SETUP	Customer will set up the MX6200 as the main router via the Linksys app/web UI and then add the existing Velop nodes as extenders.
#LTS00131259	2026-05-28 16:35:15+00:00	1.80	OUTBOUND	MX6200	SETUP	Agent promised to email instructions but did not confirm resolution or schedule follow-up. Customer left without validated fix.
#LTS00062823	2026-05-28 17:33:45+00:00	3.00	INBOUND	MX6200	CONNECTIVITY	No resolution achieved. Call ended with agent unresponsive. Recommend proper Ethernet backhaul setup: connect node via Ethernet, perform 10-15 second factory reset, re-add via admin UI (http://192.168.1.1 or http://myrouter.local).
#LTS00128358	2026-05-28 17:42:18+00:00	1.50	INBOUND	MX4200	CONNECTIVITY	None – call ended without guidance.
#LTS00062823	2026-05-28 17:48:35+00:00	3.00	OUTBOUND	MX6200	CONNECTIVITY	Customer to monitor signal; no follow-up scheduled.
#LTS00131285	2026-05-28 18:04:50+00:00	1.40	INBOUND	WHW03	NO TROUBLESHOOTING NEEDED	No confirmed resolution; agent suggested a router reset but did not verify outcome.
#GI00131287	2026-05-28 18:34:30+00:00	4.20	INBOUND	ARCHERC7	Device Setup	Customer was redirected to TP-Link support as the router is not a Linksys product.
#LTS00122080	2026-05-28 18:40:10+00:00	3.00	INBOUND	MX4200	SETUP	Email with step‑by‑step configuration guide sent; customer accepted.
#LTS00131289	2026-05-28 18:49:34+00:00	3.00	INBOUND	EA8300	CONFIGURATION	Advised to change security mode to WPA2/WPA mixed and consider upgrading to a WPA3-capable router. No confirmation that the privacy warning was resolved. No follow-up path established.
#LTS00131312	2026-05-28 20:23:19+00:00	1.70	INBOUND	VLP01	SETUP	Agent promised to email a guide with reset and 5-press instructions, but no valid technical path was established during the call.
#LTS00131321	2026-05-28 21:10:38+00:00	1.60	INBOUND	VLP01	SETUP	Agent will email generic reset/re‑configure instructions and recommend purchasing a newer Linksys mesh system.
#LTS00131408	2026-05-29 15:00:58+00:00	3.00	INBOUND	WUSB6100M	SETUP	Send driver download link via email; customer may consider paid support if needed.
#LTS00131417	2026-05-29 15:44:31+00:00	1.80	INBOUND	WHW03	SETUP	All three nodes are now online with good signal. Advise customer to monitor performance, maintain recommended node distance, and ensure correct topology (modem → parent → switch).
#LTS00131417	2026-05-29 16:33:10+00:00	1.30	OUTBOUND	WHW03	SETUP	No resolution achieved. Call ended without verification or next step.
#LTS00131437	2026-05-29 16:35:59+00:00	1.80	INBOUND	MX5500	SETUP	Agent will email the customer requesting proof of purchase; after receipt, a paid‑support session may be scheduled.
#LTS00131442	2026-05-29 17:10:51+00:00	1.20	INBOUND	E1000	CONNECTIVITY	Recommend purchasing a new router; no troubleshooting or self-help resources provided.
#LTS00072174	2026-05-29 17:24:56+00:00	1.70	INBOUND	MX2000	CONNECTIVITY	Agent promised to send an email with troubleshooting steps, but no content was specified, email was misheard, and no technical resolution was achieved.
#LTS00131457	2026-05-29 18:01:24+00:00	3.00	INBOUND	EA7300	CONNECTIVITY	Recommend purchasing a newer Linksys mesh router (e.g., MX6200) to obtain WPA3 support.
#LTS00031564	2026-05-29 18:35:18+00:00	1.50	INBOUND	MR2000	CONNECTIVITY	Agent promised to send email with generic troubleshooting steps, but no specific actions were discussed or confirmed. No follow-up scheduled.
#LTS00131470	2026-05-29 18:56:20+00:00	3.00	INBOUND	EA8100	ACCESS	Customer declined paid support and decided to replace the router.
#LTS00130896	2026-05-29 19:12:25+00:00	3.00	INBOUND	EA7500	CONNECTIVITY	Agent will email the customer a step-by-step guide to re-setup the router.
#LTS00131431	2026-05-29 19:25:59+00:00	1.40	INBOUND	WHW03	SETUP	No resolution; paid support was offered but payment could not be processed. Customer was not given any DIY steps.
#LTS00131431	2026-05-29 19:43:03+00:00	1.50	INBOUND	WHW03	SETUP	No resolution provided. Call ended without alternative payment options or follow-up plan.
#LTS00131483	2026-05-29 21:37:45+00:00	1.40	INBOUND	EA8300	ACCESS	Informed customer the device is out of warranty and implied no support is available; no troubleshooting or next steps offered.
#LTS00131483	2026-05-29 22:04:22+00:00	1.80	INBOUND	EA8300	ACCESS	Agent advised another reset and browser change; no confirmation of success or escalation path provided.