limuel.saura@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 32 LTS queue calls vs 4 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 one of the slowest families at 32m 58s.
• MR is one of the slowest families at 32m 4s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.29 vs. last week.
• Accuracy moved down 0.43 vs. last week.
• Average handle time moved down by 6m 16s.
• Family swing: MX handle time moved down by 41m 41s vs. last week.
• Family swing: E handle time moved down by 40m 07s vs. last week.
• Family swing: MR handle time moved up by 24m 23s vs. last week.

What Went Well

• Accurate model identification – Correctly identified MX6200 model early in calls, enabling targeted troubleshooting.
• Effective mesh node pairing – Guided customers through 5-press pairing process, resulting in solid-white LEDs and restored connectivity on multiple occasions.

Growth Opportunities

• Verify internet connectivity post-fix – After apparent fixes (e.g., LED changes), confirm actual internet access via speed tests or client device checks before closing.
• Standardize LED behavior guidance – Provide consistent, KB-aligned explanations for LED states (e.g., solid white = healthy, red = error) to avoid confusion.

Next Week's Focus

1. Implement post-fix verification – Always confirm internet connectivity with the customer after troubleshooting steps.
2. Review LED guidance scripts – Ensure all agents use consistent, accurate descriptions of LED states per KB.
3. Collect serial numbers proactively – Capture model/serial early to enable warranty checks and case documentation.
4. Reduce call abandonment – Set clear expectations and next steps before ending calls, especially for unresolved issues.

Technical Accuracy

Improvement

• Incorrect default admin password instruction ('admin') for MR20MS. KB states default password is printed on the label.

#TE00130897

Improvement

• Incorrect URL 'extender.linksis.com' provided, risking phishing exposure and setup failure.

#LTS00130965

Improvement

• Materially false statement that Linksys Smart Wi-Fi account service is discontinued, contradicting KB guidance.

#LTS00131228

Improvement

• Incorrect admin URL provided ('http://myrouter' instead of 'http://myrouter.local'), contradicting KB guidance for MX6200.

#LTS00039798

Improvement

• Incorrect URL (extender.tp-link.com) provided, a serious accuracy error contradicting KB.

#TE00131415

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00130749 — Pending with Level 2

• What L1 saw: Customer needed to change email on Linksys account but no longer had access to the original email.
• Why it escalated: L1 incorrectly advised account deletion/recreation and failed to attempt standard recovery steps.
• Related call chain: Single call – initial contact with L1.
• What L2 did: Pending HQ feedback; L2 claimed the case and requested customer callback.
• Current state: Pending - HQ Feedback.
• L1 learning points: Attempt password reset/recovery key verification per KB before escalating; confirm new email spelling.

#TE00130897 — Resolved

• What L1 saw: MR20MS would not connect to modem; solid magenta/purple LED; Wi-Fi showed 'Connected without internet'.
• Why it escalated: L1 provided incorrect default admin password and invalid 5-press reset.
• Related call chain: Single call – initial contact with L1.
• What L2 did: Verified WAN connectivity, corrected admin password, and guided through proper reset.
• Current state: Resolved.
• L1 learning points: Verify modem/WAN status first; use label-printed default password; avoid unsupported 5-press reset on MR20MS.

#TE00131076 — Resolved

• What L1 saw: Customer locked out of Linksys mobile app after password resets.
• Why it escalated: L1 incorrectly claimed web UI cannot be accessed off-network.
• Related call chain: Multiple calls – L1, then L2.
• What L2 did: Guided customer through 'Forgot Password' flow and app reinstall.
• Current state: Resolved.
• L1 learning points: Guide through standard password recovery; confirm local access via http://myrouter.local.

#TE00131415 — Resolved

• What L1 saw: Extender Wi-Fi connected but PC showed no internet; phone worked.
• Why it escalated: L1 provided incorrect URL and unnecessary manual IP configuration.
• Related call chain: Single call – initial contact with L1.
• What L2 did: Verified router internet connectivity and guided through proper extender setup.
• Current state: Resolved.
• L1 learning points: Verify router internet first; avoid manual IP config unless DHCP fails; use correct URLs.

Coach Appendix

• Highest-signal trend: Inconsistent technical guidance (LED behavior, URLs, passwords) and insufficient post-fix verification drove accuracy and overall score declines.
• Recurring pattern: Protocol gaps in serial number collection, warranty verification, and case documentation on ~30% of calls.
• Evidence: See Technical Accuracy and Scorecard sections for specific examples and scores.

This Week's Calls