joziel.licmoan@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 34 LTS queue calls vs 6 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

• RE is the slowest family at 41m 24s; outlier: 2.8x weekly median handle time.
• MX is the slowest family at 31m 2s; outlier: 2.1x weekly median handle time.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.16 vs. last week.
• Accuracy moved down 0.25 vs. last week.
• Average handle time moved up by 2m 48s.
• Family swing: RE handle time moved up by 31m 02s vs. last week.
• Family swing: EA handle time moved down by 11m 16s vs. last week.
• Family swing: WHW handle time moved up by 8m 07s vs. last week.

What Went Well

1. Accurate model identification and topology confirmation

> “MX4200… parent node and two child nodes.”

#LTS00130978

1. Effective use of local admin access for configuration

> “Access the router via http://myrouter.local… configure Wi‑Fi settings directly.”

#LTS00131340

1. Clear self‑help path for out‑of‑warranty customers

> “I’ll email step‑by‑step reset instructions; you can proceed with paid support if needed.”

#LTS00101153

Growth Opportunities

1. Correct reset durations and LED state interpretation

> “Hold the reset button for 30 seconds until the LED turns off.” (Incorrect for WHW03; should be ~10 seconds.)

#LTS00131054

Next step: Use KB‑specified reset times (~10s for WHW, ~15s for MX) and verify LED expectations before guiding customers.

1. Verify warranty status before troubleshooting or offering paid support

> “This device is out of warranty; support ended July 27, 2022.” (Factual inaccuracy for EA‑2500.)

#LTS00130946

Next step: Run warranty checks in the system before discussing support options or escalation.

Next Week's Focus

• Practice model‑specific reset procedures: Memorize KB reset times (WHW: 10s, MX: 15s, EA: 10s) and LED states.
• Standardize warranty verification: Add “Check warranty status” as the first step in hardware troubleshooting calls.
• Improve case documentation: Always capture serial number, model, and ISP before proceeding with diagnostics.
• Streamline closure: Use consistent language for self‑help paths (e.g., “I’ll email instructions; please try these steps and call back if unresolved”).

Technical Accuracy

Improvement

“EA‑2500 support ended July 27, 2022.”

Incorrect lifecycle claim; EA series remains supported for basic setup/troubleshooting per KB.

#LTS00130946

Improvement

“MBE7000 is not a mesh system; it uses OpenWRT.”

Factual error; MBE7000 is a Cognitive Mesh node.

#GI00131490

Strength

“MX4200… solid purple LED = ready for setup.”

Correct LED interpretation for MX series.

#LTS00130978

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00023348 — Resolved by Level 2

• What L1 saw: MX6200 mesh with intermittent disconnects; parent node solid red, child nodes unstable.
• Why it escalated: L1 could not confirm ISP/WAN connectivity or validate firmware sync after resets.
• What L2 did: Verified WAN link, performed firmware update via app, and confirmed mesh stability after 24‑hour monitor.
• Current state: Resolved.
• L1 learning points:

1. Always check WAN/ISP status before resetting mesh nodes.

2. Use Linksys app for firmware updates on MX series.

3. Confirm all nodes show solid white after re-pairing.

#TE00131280 — Resolved by Level 2

• What L1 saw: EA7450 unable to browse banks/websites; only works via TP‑Link extender.
• Why it escalated: L1 failed to test DNS, WAN, or LED status; no diagnostic steps performed.
• What L2 did: Confirmed WAN connectivity, flushed DNS, and reconfigured firewall rules via web UI.
• Current state: Resolved.
• L1 learning points:

1. Test basic connectivity (ping 8.8.8.8) before blaming the router.

2. Check WAN LED and modem sync.

3. Use KB‑guided DNS and firewall checks for EA series.

#TE00131415 — Resolved by Level 2

• What L1 saw: RE6350 extender shows “no internet”; laptop connects but no internet.
• Why it escalated: L1 provided ambiguous reset instructions and did not verify extender model or WAN status.
• What L2 did: Identified RE6350 model, performed correct 10‑second reset, and re‑configured via extender.linksys.com.
• Current state: Resolved.
• L1 learning points:

1. Collect extender model/serial before troubleshooting.

2. Use model‑specific reset times (RE: 10s).

3. Guide customers to extender.linksys.com for setup.

Coach Appendix

• Top trend: Long handle times on RE, MX, and WHW families correlate with incomplete warranty checks and incorrect reset guidance.
• Recurring pattern: 5‑press reset method misapplied to non‑Cognitive Mesh models (MX6200, WHW03).
• Key evidence:

- 30‑second reset errors on WHW03 #LTS00131054 and MX6200 #LTS00130763.

- Missing serial numbers in 70% of hardware troubleshooting calls.

This Week's Calls