riojene.ladera@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Frontline-heavy week: 29 LTS queue calls vs 1 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 one of the slowest families at 22m 58s.
• E is one of the slowest families at 21m 7s.

Problem Categories

Week-over-Week Movement

• Overall moved up 0.31 vs. last week.
• Accuracy moved down 0.16 vs. last week.
• Protocol moved up 0.39 vs. last week.
• Average handle time moved up by 8m 17s.
• Family swing: E handle time moved up by 13m 51s vs. last week.
• Family swing: WHW handle time moved up by 9m 55s vs. last week.
• Family swing: MX handle time moved up by 6m 58s vs. last week.

What Went Well

Confirmed the product model (MR6350) and serial number correctly, which is critical for accurate support. #LTS00130916

Successfully guided the customer to achieve a solid white LED, indicating mesh pairing success. #LTS00045681

Accurately guided the customer through resetting the router admin password using the recovery key, accessing the router web UI via myrouter.local, renaming SSIDs to distinguish bands, and verifying connectivity. #LTS00084558

Growth Opportunities

Stated the EA7500 router supports Wi-Fi 7, which is false; EA7500 is a Wi-Fi 5 (802.11ac) device. Focus: Verify product specs before stating capabilities. Next step: Cross-reference KB documentation for exact Wi-Fi standards per model. #LTS00130888

No technical troubleshooting was performed despite clear symptom (solid red LEDs on all nodes). Focus: Apply basic diagnostics before escalating. Next step: Power cycle modem/router, check WAN status, verify LED states, and attempt basic resets before offering paid support. #TE00130941

Next Week's Focus

• Implement a standardized troubleshooting checklist for MX/E series routers to improve efficiency
• Practice verifying product specifications before discussing technical capabilities
• Develop clear escalation criteria for red-LED mesh node issues
• Review KB articles for exact reset durations and pairing procedures for all supported models

Technical Accuracy

Improvement Contradictory warranty claim: stated warranty is expired, then said 'the router is still under warranty', creating confusion and misinformation. #LTS00130888

Improvement Incorrect reset duration (20 seconds instead of 15 seconds per KB for MX6200). #PR00005769

Improvement Advised 5-press reset sequence which is not a valid recovery method for MX6200 and not documented in KB for this model. #PR00005769

Improvement Incorrect Wi-Fi password length guidance: stated maximum of 16 characters (actual max is 63 per WPA2/WPA3 standards). #LTS00131047

Improvement Provided factually incorrect technical specification: claimed MX5500 has a 2.5G WAN port (KB states 1G WAN port). #LTS00123747

Improvement Stated that an internet connection is required to access the router's local web interface at [REDACTED_PHONE], which is factually incorrect. #LTS00131059

Improvement Incorrectly claimed the router cannot receive firmware updates from Linksys, a statement not supported by KB and contradicted by standard practices for older models. #LTS00131075

Improvement Incorrectly stated that EA9500 is no longer eligible for any technical assistance, including paid support. #LTS00131087

Strength Successfully guided customer to achieve a solid white LED, indicating mesh pairing success. #LTS00045681

Improvement Provided factually incorrect reset procedure: E2500 does not have a red button; reset is via pinhole button held for ~10 seconds. #LTS00131322

Improvement Provided factually impossible gateway value (0.255) at [12:00], which violates basic IP networking principles. #LTS00131281

Improvement Recommended incorrect factory reset duration of 20 seconds instead of the standard 10 seconds for most Linksys routers, including E Series models. #LTS00131296

Improvement Provided materially false technical information: claimed the Linksys app is no longer available for setup, which is contradicted by the KB. #LTS00131314

Improvement Provided incorrect reset duration of 20 seconds (correct duration for E8450 is 10 seconds per KB). #LTS00131467

Improvement Incorrectly instructed to hold the reset button for 20 seconds (spec calls for 15 seconds on MX6200). #LTS00131430

Coaching Moments

Improvement Grossly inaccurate technical claim: stated the EA7500 router supports Wi-Fi 7 [07:00], which is false; EA7500 is a Wi-Fi [REDACTED_PHONE]ac) device. #LTS00130888

Improvement Failed to perform any actual troubleshooting steps (e.g., checking admin interface, reset, firmware status). #LTS00130888

Improvement Failed to collect product model or serial number before proceeding, violating core protocol [02:00, 05:00]. #LTS00130920

Improvement Did not perform any standard troubleshooting for internet/WAN outage (no power cycle, no LED check, no modem/router isolation) [01:00–07:00]. #LTS00130920

Improvement Assumed incompatibility with Wi-Fi 7 without verifying customer’s actual router model or confirming modem capabilities [08:00]. #LTS00130920

Improvement Presented upgrade path as the primary solution without first offering actionable self-help steps beyond an unverified email guide. #LTS00130920

Improvement Failed to recognize that customer provided a valid serial number (225F11M3A05993) at [01:00]; instead treated model number as serial. #TE00130941

Improvement Did not perform any diagnostic troubleshooting steps despite clear symptom (solid red LEDs on all nodes). #TE00130941

Improvement Offered paid support before attempting any technical guidance, violating out-of-warranty best practices. #TE00130941

Improvement Repeatedly asked for information already given (name, model) and allowed long silences without control. #TE00130941

Improvement Failed to verify WAN connection or internet service status before initiating resets (05:00, 11:00). #PR00005769

Improvement Did not collect serial number or confirm warranty status despite relevance and IVR prompt (08:00). #PR00005769

Improvement Provided incorrect reset duration (20 seconds instead of 15 seconds per KB for MX[REDACTED_PHONE]:00, 22:00). #PR00005769

Improvement Advised 5-press reset sequence which is not a valid recovery method for MX6200 and not documented in KB for this model (12:00, 13:00). #PR00005769

Improvement Premature and unsafe handling of payment information: collected full card details including CVV over unsecured channel without confirming recording pause or PCI compliance. #LTS00131047

Improvement Incorrect technical guidance: stated Wi-Fi passwords have a maximum of 16 characters, contradicting WPA2/WPA3 standards (max 63). #LTS00131047

Improvement Failure to provide clear, step-by-step reset instructions (duration, LED confirmation). #LTS00131047

Improvement Provided speculative explanations about backhaul and hardware limits without validation. #LTS00123747

Improvement Suggested reducing node count without validation. #LTS00123747

Improvement Stated that an internet connection is required to access the router's local web interface at [REDACTED_PHONE], which is factually incorrect. #LTS00131059

Improvement Suggested that DHCP must be enabled before removing internet connection, implying a sequence that misrepresents router functionality. #LTS00131059

Improvement Failed to ask for or record the router model number until the final moments of the call, despite needing it for accurate guidance. #LTS00131059

Improvement Did not correct the customer's confusion about being unable to log in due to 'not connected to internet' error, failing to explain offline local access. #LTS00131059

Improvement Incorrectly claimed the EA9500 is no longer eligible for any technical assistance, including paid support. #LTS00131087

Improvement Refused to provide or process paid support despite customer willingness and no policy prohibiting it. #LTS00131087

Improvement Failed to offer any actionable troubleshooting steps for Wi-Fi password recovery (e.g., accessing admin UI at myrouter.info or [REDACTED_PHONE]). #LTS00131087

Improvement Failed to follow standard mesh-node troubleshooting protocol (no reset, no pairing guidance, no signal verification). #LTS00045681

Improvement Did not verify customer’s access to the admin UI or confirm internet connectivity after outage. #LTS00045681

Improvement Did not collect essential case information (model, serial, warranty, contact details) despite clear need. #LTS00045681

Improvement Provided no actionable solution; offered an unstructured callback with no time or preparation instructions. #LTS00045681

Improvement Failed to collect or confirm the product model despite customer describing a known mesh recovery state (red/blue flashing LED). #LTS00131075

Improvement No technical troubleshooting was performed despite clear symptom (red/blue flashing LED). #LTS00131075

Improvement Moved directly to paid support offer without attempting any basic, warranty-agnostic triage steps (e.g., power cycle, LED check, 5-press pairing). #LTS00131075

Improvement Asked redundant questions (e.g., 'did you hit the reset button?' then immediately said 'no need') showing poor call control. #LTS00131075

Improvement Incorrectly stated that the router cannot receive firmware updates from Linksys [14:00–15:00], a statement not supported by KB and contradicted by standard practices for older models. #LTS00131075

Improvement Falsely claimed Spectrum's modem is Wi-Fi 7 and incompatible with the customer's router [15:00], creating a fabricated technical conflict. #LTS00131075

Improvement Provided no actionable guidance for clearing Netflix app cache despite suggesting it as a solution [18:00]. #LTS00131075

Improvement Failed to collect or verify the product model or serial number correctly. #LTS00131307

Improvement Did not attempt any diagnostic steps (WAN check, power‐cycle, LED interpretation, reset guidance). #LTS00131307

Improvement Did not offer paid‐support or self‐service resources after indicating out‐of‐warranty status. #LTS00131307

Improvement Poor communication: repeated questions, no empathy, abrupt ending without clear next steps. #LTS00131307

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.

Improvement Falsely claimed the Linksys app no longer supports adding nodes, stating it can only be used to view devices or change Wi‐Fi settings. #LTS00131437

Improvement After failed 5-press attempt, refused further free support due to out-of-warranty status, despite safe basic triage still being possible. #LTS00131437

Improvement Mentioned sending an email with instructions but did not confirm it was sent or provide content. #LTS00131437

Improvement Declared warranty expired without verifying in the system. #LTS00131481

Improvement Did not verify WAN connection, power-cycle the MX4200, or check physical connections. #LTS00131481

Improvement Failed to perform any reset or mesh-rebuild steps from the universal_mesh_full_rebuild guide. #LTS00131481

Improvement Did not create a HappyFox case despite collecting customer details. #LTS00131481

Improvement Repeatedly asked for model numbers after initiating troubleshooting, causing confusion and inefficiency. #LTS00103439

Improvement Provided incorrect reset duration of 20 seconds, exceeding KB-recommended 10–15 seconds for WHW/MX series nodes. #LTS00103439

Improvement Failed to obtain or reference a HappyFox case number, violating standard case documentation protocol. #LTS00103439

Improvement Did not confirm final connectivity or stability after nodes were moved to their permanent locations, leaving resolution unverified. #LTS00103439

Improvement Failed to identify the device, provided factually incorrect firmware information, referenced a non-existent product, and claimed to send an email that was never received. #LTS00131498

Improvement Provided materially false technical information by referencing a non-existent 'Demark 5500' product and incorrect firmware timeline. #LTS00131498

Improvement Did not provide the correct URL for the Linksys support site or router admin access (e.g., http://[REDACTED_PHONE] or http://myrouter.local). #LTS00131498

Improvement Claimed to send a firmware file via email that was not received, with no verification or alternative method offered. #LTS00131498

Escalation Lessons: What L2 Did

#TE00130941 — Resolved by Level 2

• What L1 saw: Customer reported no internet connectivity; all mesh nodes show solid red LEDs. L1 attempted basic power cycles and resets but failed to validate WAN connectivity or collect serial/warranty details.
• Why it escalated: L1 offered paid support before attempting any technical guidance, violating out-of-warranty best practices. L1 failed to recognize valid serial number provided by customer and did not perform diagnostic troubleshooting.
• Related call chain: This was a repeat contact after initial closure by another agent who promised email steps but provided no resolution.
• What L2 did: L2 verified hardware issue possibility, set customer expectations about potential hardware failure, and processed a callback to assess node status and LED behavior.
• Current state: Resolved
• L1 learning points:

- Always validate WAN connectivity and collect serial/warranty details before initiating resets

- Perform basic diagnostic troubleshooting (power cycle, LED check, reset) before offering paid support

- Recognize and correctly interpret customer-provided serial numbers

- Set realistic expectations about potential hardware failure when appropriate

Coach Appendix

• Highest-signal weekly trend: Persistent technical inaccuracies around reset procedures and product specifications, particularly in MX/E series devices. This indicates a knowledge gap that should be addressed in the next coaching conversation.
• Recurring pattern: Agents often fail to collect essential product information (model, serial, warranty status) before initiating troubleshooting, leading to inefficient calls and missed opportunities for accurate guidance.

This Week's Calls