aysah.bagumbaran@concentrix.com — Coaching Report
Week of 2026-06-01 – 2026-06-07
At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 46 | 22m 40s | WHW03 | SETUP | 46 | 3 |
Work Mix Lens
- Frontline-heavy week: 45 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
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.10 | 46 |
| Protocol | 1.90 | 46 |
| Communication | 2.20 | 46 |
| Overall | 2.10 | 46 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| LN | 1 | 40m 1s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 1.6x weekly median handle time |
| MX | 12 | 34m 15s | 2.13 | 1.83 | 1.83 | 2.17 | |
| MR | 7 | 32m 1s | 2.17 | 1.86 | 1.57 | 2.00 | |
| RE | 3 | 25m 41s | 2.43 | 2.33 | 2.00 | 2.00 | |
| WHW | 7 | 25m 15s | 2.30 | 2.57 | 1.86 | 1.86 | |
| SPN | 1 | 24m 12s | 2.80 | 2.00 | 2.00 | 2.00 | |
| MBE | 1 | 16m 3s | 4.20 | 5.00 | 3.00 | 4.00 | |
| EA | 11 | 15m 48s | 1.97 | 2.40 | 1.60 | 2.00 | |
| E | 5 | 10m 30s | 1.86 | 1.60 | 1.60 | 2.00 | |
| OTHER | 1 | 3m 7s | 2.20 | 2.00 | 2.00 | 3.00 |
Key Observations
- LN is the slowest family at 40m 1s; outlier: 1.6x weekly median handle time.
- MX is one of the slowest families at 34m 15s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| SETUP | 18 | 27m 10s | 2.10 | 2.00 | 1.80 | 2.10 | ✓ |
| CONNECTIVITY | 14 | 21m 43s | 2.10 | 2.10 | 1.90 | 2.20 | ✓ |
| ACCESS | 7 | 21m 1s | 1.80 | 1.70 | 1.70 | 2.00 | ✓ |
Week-over-Week Movement
- Communication moved down 0.16 vs. last week.
- Average handle time moved up by 4m 25s.
- Family swing: MR handle time moved up by 17m 42s vs. last week.
- Family swing: RE handle time moved up by 17m 41s vs. last week.
- Family swing: E handle time moved down by 15m 54s vs. last week.
What Went Well
Guided customer through 5-press pairing on the parent MBE7000. Successful reconnection of the child node.
#LTS00131610
Used customer's name (Joyce) to personalize the interaction. Displayed empathy for customer's age and frustration.
#LTS00131631
Growth Opportunities
Provided incorrect reset duration (30 seconds) for MX6200; correct is 10–15 seconds. Misdescribed LED behavior during reset.
#LTS00125222
Did not confirm whether the ISP modem was delivering internet. Failed to set a clear next-step or escalation path.
#LTS00132035
Next Week's Focus
- Verify WAN connectivity before troubleshooting connectivity issues on MX and MR series routers.
- Use correct reset procedures (10-15 seconds for MX6200) and accurate LED descriptions.
- Confirm internet status through direct modem connection test when diagnosing connectivity problems.
- Provide clear next steps and escalation paths for unresolved issues.
Technical Accuracy
Improvement Incorrectly claimed that accessing http://[REDACTED_PHONE] or http://myrouter.local depends on a remote server being online. KB states local UI is self-hosted and accessible offline.
Improvement Used unsupported 5-press pairing method on MX6200 (supported only on LN1100, MX6200 Cognitive Mesh variant, MBE7000—not standard MX series).
Improvement Provided incorrect registration URL: register.lentics.com instead of register.linksys.com.
Strength Correctly identified that the EA8450 does not support the Linksys app and must be managed via web UI at [REDACTED_PHONE].
Coaching Moments
Strength Clear, step-by-step guidance using the proper mesh-node pairing method.
Guided customer through 5-press pairing on the parent MBE7000. Successful reconnection of the child node.
#LTS00131610
Strength Polite tone and acknowledgment of the customer's compliment.
Thank you for the compliment. I'm glad I could help.
#LTS00131610
Strength Displayed empathy for customer's age and frustration.
I understand this can be frustrating, especially given your age. Let's work through this together.
#LTS00131631
Escalation Lessons: What L2 Did
#TE00131695 — Resolved by Level 2
What L1 saw: Customer unable to access router web UI (blank blue screen) on MR20EC despite correct IP and reset. Parent node solid blue, child node solid red.
Why it escalated: L1 incorrectly attributed issue to downed remote server, provided factually wrong technical explanations, and escalated without offering valid resolution path.
Related call chain: This was a repeat contact regarding the same issue.
What L2 did: L2 determined the local UI is self-hosted and accessible offline. They guided the customer through proper factory reset procedures, verified LED behavior, and confirmed successful reconnection through direct UI access.
Current state: Resolved.
L1 learning points:
- Always verify local UI accessibility is self-hosted and doesn't depend on remote servers.
- Use correct factory reset procedures (30 seconds for MR20EC) and accurate LED descriptions.
- Confirm successful reconnection through direct UI access before closing the case.
#TE00083279 — Resolved by Level 2
What L1 saw: MX6200 child node lost connection, showing solid red light. Customer had 4 nodes with one disconnected.
Why it escalated: L1 provided incorrect troubleshooting steps and failed to verify mesh reconnection after reset.
Related call chain: This was a repeat contact regarding the same issue.
What L2 did: L2 identified the issue as a hardware defect in the child node. They guided the customer through proper reset procedures, verified LED behavior, and confirmed the node was functioning correctly after reset.
Current state: Resolved.
L1 learning points:
- Verify LED behavior accurately (solid red = disconnected, solid white = connected).
- Use proper reset procedures for MX6200 (10-15 seconds).
- Confirm successful reconnection through app or UI before closing the case.
#LTS00132295 — Resolved by Level 2
What L1 saw: LN11011202 router showing "trying to reach Linksys now?" message, unable to access admin UI.
Why it escalated: L1 provided incorrect URLs and claimed the UI only works offline.
Related call chain: This was a new contact regarding the same issue.
What L2 did: L2 identified the issue as a firmware bug affecting the admin UI. They guided the customer through password reset using the recovery key, verified offline access, and provided temporary workaround for online access.
Current state: Resolved.
L1 learning points:
- Use correct URLs for admin UI access ([REDACTED_PHONE] or myrouter.local).
- Guide customers through proper password recovery using the five-digit recovery key.
- Verify both offline and online access functionality when troubleshooting UI issues.
Coach Appendix
Highest-signal weekly trend: Frontline-heavy week with significant focus on SETUP and CONNECTIVITY issues. Key technical gaps identified in reset procedures, LED interpretation, and WAN connectivity verification. Need to reinforce proper troubleshooting sequences and accurate technical guidance for MX/MR series routers.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00131593 | 2026-06-01 14:15:31+00:00 | 1.00 | INBOUND | MR20MS | SETUP | not_fixed |
| #LTS00131610 | 2026-06-01 14:43:53+00:00 | 4.20 | INBOUND | MBE7000 | CONNECTIVITY | Node successfully paired (solid white); advised relocation and sent email confirmation. |
| #LTS00131631 | 2026-06-01 15:25:40+00:00 | 2.80 | INBOUND | MR6350 | SETUP | Registration completed; router appears to be in setup mode via app. Customer advised to verify internet connectivity and Wi-Fi connection on a device. |
| #LTS00125222 | 2026-06-01 15:52:25+00:00 | 1.30 | INBOUND | RE7000 | SETUP | No valid resolution or next step provided. Customer left without actionable path. |
| #LTS00082539 | 2026-06-01 16:31:41+00:00 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | Advised customer to contact Spectrum to check modem hardware due to suspected failure. |
| #LTS00131631 | 2026-06-01 16:55:26+00:00 | 4.30 | INBOUND | MR6350 | SETUP | Internet restored; no further action required. |
| #GI00131653 | 2026-06-01 17:45:25+00:00 | 2.20 | INBOUND | LGS328C | GENERAL INQUIRY | No concrete resolution; customer directed to search online retailers independently. |
| #LTS00131658 | 2026-06-01 17:51:01+00:00 | 2.80 | INBOUND | E2500 | CONNECTIVITY | Customer directed to support.linksys.com for AI or chatbot assistance due to alleged out-of-warranty status; no fix confirmed. |
| #LTS00131671 | 2026-06-01 18:38:58+00:00 | 2.80 | INBOUND | RE9000 | SETUP | Email with official setup instructions will be sent; customer indicated they will return the product. |
| #LTS00131683 | 2026-06-01 19:37:55+00:00 | 2.80 | INBOUND | MR7350 | CONNECTIVITY | Agent will email troubleshooting guidelines and ticket number. |
| #LTS00131688 | 2026-06-01 20:00:28+00:00 | 2.10 | INBOUND | E8450 | CONNECTIVITY | Advised that app pairing is not supported and firmware is up to date; no further troubleshooting or self-help resources provided. |
| #TE00131695 | 2026-06-01 20:23:32+00:00 | 1.40 | INBOUND | MR20EC | ACCESS | Escalated to Level 2; ticket LTS00131695 created; callback promised within 24 hours. |
| #LTS00131722 | 2026-06-01 22:31:45+00:00 | 1.40 | INBOUND | E2500 | SETUP | Advised to use Linksys online support AI bot for self‑help. |
| #LTS00131819 | 2026-06-02 14:34:08+00:00 | 2.30 | INBOUND | MX5300 | SETUP | Customer to contact Amazon for a replacement unit due to suspected hardware defect and incorrect item received. |
| #GI00131846 | 2026-06-02 15:47:47+00:00 | 2.20 | INBOUND | EA6350 | SETUP | Reconnect cable to yellow-labeled WAN port; no confirmation of success. |
| #LTS00131853 | 2026-06-02 16:24:27+00:00 | 2.80 | INBOUND | WHW03 | CONFIGURATION | Customer applied SSID changes; advised to refresh devices and reconnect. Ticket created for follow-up if devices still fail. |
| #LTS00131866 | 2026-06-02 17:05:53+00:00 | 1.80 | INBOUND | EA8300 | SETUP | Agent promised to email setup guide; no confirmation of resolution or follow-up path established. |
| #LTS00131866 | 2026-06-02 17:43:48+00:00 | 2.90 | INBOUND | EA8300 | SETUP | Customer to follow the EA8300 manual configuration guide on the support site. |
| #LTS00131879 | 2026-06-02 18:03:07+00:00 | 2.80 | INBOUND | MX2000 | SETUP | Both nodes now show solid blue; customer will verify Wi-Fi stability independently and use spare if needed. |
| #LTS00131884 | 2026-06-02 18:48:30+00:00 | 1.00 | INBOUND | MX2000 | SETUP | not_fixed |
| #LTS00131909 | 2026-06-02 20:36:58+00:00 | 1.20 | INBOUND | MX4200 | ACCESS | not_fixed |
| #LTS00131909 | 2026-06-02 20:48:21+00:00 | 2.20 | OUTBOUND | MX4200 | ACCESS | No resolution confirmed. Call ended without follow-up plan. |
| #LTS00131934 | 2026-06-02 22:24:58+00:00 | 2.90 | INBOUND | MX6200 | CONFIGURATION | Customer will create a dedicated 2.4 GHz SSID and reconnect cameras; will follow up if the issue persists. |
| #LTS00132035 | 2026-06-03 15:25:53+00:00 | 1.80 | INBOUND | MX6200 | CONNECTIVITY | Agent incorrectly declared node added and call closed. No functional validation performed. Correct next step: use app-based pairing via http://192.168.1.1 or http://myrouter.local. |
| #LTS00132060 | 2026-06-03 16:53:47+00:00 | 1.10 | INBOUND | MX4200 | CONNECTIVITY | Sent email with generic troubleshooting steps; no confirmed fix. |
| #LTS00132084 | 2026-06-03 18:00:00+00:00 | 1.10 | INBOUND | EA6350 | CONNECTIVITY | Advise replacement of out-of-warranty router; no diagnostic confirmation of fault. |
| #LTS00131955 | 2026-06-03 19:03:09+00:00 | 1.20 | INBOUND | E1200 | ACCESS | Agent suggested using the (incorrect) support site AI agent; no valid next step provided. |
| #LTS00132104 | 2026-06-03 19:20:11+00:00 | 2.80 | INBOUND | EA7250 | ACCESS | Router reset and initial setup completed; customer instructed to use default Wi-Fi password from label. |
| #LTS00132131 | 2026-06-03 22:10:11+00:00 | 3.20 | INBOUND | RE6500 | SETUP | Offered paid support ($15) or email of setup guide; customer declined. |
| #LTS00066814 | 2026-06-03 22:23:00+00:00 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Customer to relocate nodes after confirming solid blue lights; no follow-up scheduled. |
| #TE00083279 | 2026-06-04 14:27:46+00:00 | 2.90 | INBOUND | MX6200 | HARDWARE | Escalated to Level 2 for warranty assessment and replacement; callback promised within 24 hours. |
| #LTS00132243 | 2026-06-04 15:28:04+00:00 | 1.50 | INBOUND | MR8300 | CONFIGURATION | None provided. Agent suggested customer call back or contact another agent but did not transfer or escalate. |
| #LTS00132266 | 2026-06-04 16:19:54+00:00 | 2.80 | INBOUND | SPNMX20CF | ACCESS | Password reset completed; access likely restored but not confirmed. |
| #LTS00132295 | 2026-06-04 17:52:55+00:00 | 1.80 | INBOUND | LN11011202 | ACCESS | No fix achieved; advised issue is under investigation with no timeline or escalation path. |
| #LTS00132296 | 2026-06-04 18:34:26+00:00 | 1.00 | INBOUND | EA6350 | ACCESS | None provided |
| #LTS00132304 | 2026-06-04 19:24:03+00:00 | 1.80 | INBOUND | EA8300 | CONNECTIVITY | Perform power-cycle of modem and router, verify internet by connecting a PC directly to the modem, and call back if still no service. |
| #LTS00132315 | 2026-06-04 19:46:55+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Perform proper factory reset using reset button (10 seconds), verify WAN cable is securely connected from modem to parent node, ensure modem is online, then set up using Velop app or http://myrouter.local. If issue persists, escalate to senior technician. |
| #LTS00132329 | 2026-06-04 22:09:55+00:00 | 2.90 | INBOUND | WHW03 | SETUP | Agent to email troubleshooting steps; customer to self-troubleshoot using support.linksys.com and contact ISP if needed. |
| #LTS00132412 | 2026-06-05 14:38:05+00:00 | — | INBOUND | EA7500 | CONNECTIVITY | — |
| #LTS00132418 | 2026-06-05 15:09:08+00:00 | 1.10 | INBOUND | EA8300 | SETUP | Advised customer to upload unspecified information and call back for warranty validation—no technical resolution or actionable self-help provided. |
| #LTS00132425 | 2026-06-05 15:51:52+00:00 | 1.80 | INBOUND | E5400 | SETUP | Sent email with generic setup guidelines. |
| #LTS00132431 | 2026-06-05 16:08:04+00:00 | 1.40 | INBOUND | MR7350 | CONNECTIVITY | Customer advised to contact ISP for service restoration; no further Linksys action taken. |
| #GI00132436 | 2026-06-05 17:08:12+00:00 | 3.50 | INBOUND | — | GENERAL INQUIRY | Advised customer to contact LiftMaster or gate manufacturer support. |
| #LTS00132449 | 2026-06-05 18:18:07+00:00 | 2.80 | INBOUND | MX5500 | SETUP | Agent will email a step‑by‑step guide for resetting and re‑configuring the main node; customer may also purchase paid support if needed. |
| #LTS00132454 | 2026-06-05 18:40:56+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Provide correct pairing instructions (use Pair button or web UI) and verify node status. If still failing, arrange escalation or hardware check. |
| #LTS00132464 | 2026-06-05 19:30:22+00:00 | 2.80 | INBOUND | WHW03 | SETUP | Agent will email detailed self‑help steps for resetting and re‑pairing the mesh nodes. |
| #LTS00132158 | 2026-06-05 19:40:15+00:00 | 2.20 | INBOUND | WHW03 | CONNECTIVITY | not_fixed |
| #LTS00132464 | 2026-06-05 19:55:50+00:00 | 1.00 | INBOUND | WHW03 | SETUP | Customer advised to check spam and call back later. No valid resolution or next step provided. |
| #LTS00132476 | 2026-06-05 20:45:43+00:00 | 2.20 | INBOUND | EA8300 | CONNECTIVITY | Advised customer to replace the router with a newer model; no technical fix applied. |
| #LTS00132492 | 2026-06-05 22:11:12+00:00 | 2.80 | OUTBOUND | EA8300 | SETUP | Email sent with troubleshooting guide and link to AI chatbot. |