jane.reambonanza@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Frontline-heavy week: 6 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

• OTHER is the slowest family at 76m 6s; outlier: 2.7x weekly median handle time.
• EA is one of the slowest families at 34m 39s.

Problem Categories

Week-over-Week Movement

• Overall moved down 1.19 vs. last week.
• Accuracy moved down 1.18 vs. last week.
• Protocol moved down 0.64 vs. last week.
• Average handle time moved down by 4m 02s.

What Went Well

1. Persistent problem-solving under pressure

> "Advised customer to contact Ring support for camera reset; no confirmed fix for TV and no self-help resources provided."

#GI00132169

The agent remained patient and continued to attempt assistance despite multiple obstacles, ultimately guiding the customer toward a viable next step.

1. Effective resolution of static IP configuration

> "do you have the Linksys smart Wi-Fi interface do you have the Linksys smart Wi-Fi page? open right now, sir? or no?"

#LTS00131729

Step-by-step guidance through router access and static IP setup resulted in verified internet connectivity.

Growth Opportunities

1. Technical accuracy and protocol adherence

> "you need to enter the IP address then forward slash sysinfo.cgi forward slash sysinfo.sysinfo.cgi"

#GI00131461

Next step: Always verify device model compatibility before suggesting specialized URLs (e.g., /sysinfo.cgi is unsupported on Velop/MX series). Use standard KB paths for log collection.

1. Structured troubleshooting and call control

> "Which... okay... shuts down everything. Okay. Which one is the newest one? What model is the newest one? Can you give me the serial number so that I can... configure it?"

#LTS00131757

Next step: Implement a consistent diagnostic flow: collect model/serial/warranty status, run LED/cable checks, and validate each step before escalating. Avoid speculative warranty claims.

Next Week's Focus

• Collect model, serial number, and warranty status on every call before initiating troubleshooting.
• Use approved remote-support tools only; avoid unauthorized platforms like Zoho.
• Confirm resolution at closure — never end a call without explicit customer acknowledgment of success or a documented next step.
• For CONNECTIVITY issues, isolate and test each node/device before recommending resets or replacements.

Technical Accuracy

Improvement

Agent provided materially incorrect default admin password ('admin admin') which is not standard for any Linksys device.

#GI00131461

Avoid guessing credentials — always direct customers to KB-approved default passwords or password-reset procedures.

Improvement

Agent directed customer to access /sysinfo.cgi without confirming model compatibility, which is only valid on select older models.

#GI00131461

Restrict sysinfo guidance to explicitly supported models (e.g., older EA/MX generations) and use standard diagnostic URLs for newer platforms.

Improvement

Agent provided incorrect web address 'myrouter.com' preventing proper access to router admin interface.

#GI00132169

Always use myrouter.local or http://<router_ip> for admin access — “myrouter.com” is not a valid Linksys domain.

Improvement

Agent used unauthorized remote-support platform (join.zoho.com) which is not a Linksys-approved support tool.

#TE00132294

Use only Linksys-approved remote-assistance methods (e.g., Linksys Secure Remote) to maintain security and compliance.

Improvement

Agent provided factually incorrect warranty extension information, claiming MX series purchase extends coverage on other devices for $50–$100, which is not a valid Linksys program.

#LTS00131757

Do not invent warranty policies — refer customers to official Linksys warranty terms and authorized service options.

Coaching Moments

Improvement

"Is, is the router is the problem? It's the nodes but who knows? What happened is um Spectrum who's our um internet company did an upgrade yesterday and it screwed up everything I um it disconnected you know I, it disconnected the nodes and I was and I was able to restart the router and then also rehook up the nodes but now, it's telling me that my password for my Wi-Fi is not my password."

#GI00132169

The agent interrupted the customer’s issue description with assumptions (“it’s the nodes”) instead of listening and gathering facts. Practice reflective listening to fully understand the problem before troubleshooting.

Improvement

"Okay, so this, Oh, Okay. Okay. And I just want to confirm my remember how far are these cameras from the nearest node, like the distance. I just done estimate them a rough estimate. You need exact this one. Ye..."

#GI00132169

The agent’s abrupt tone (“You need exact this one”) created friction. Use collaborative language (“Can you help me estimate…?”) to maintain rapport and encourage accurate data collection.

Escalation Lessons: What L2 Did

#GI00132169 — Resolved by Level 2

• What L1 saw: Customer reported Wi-Fi password rejection on half devices after ISP upgrade; mesh nodes appeared as guest network. L1 reset nodes, changed channels, and initiated paid support.
• Why it escalated: L1 provided incorrect URLs, misidentified LED states, and failed to confirm resolution before closure. Customer remained offline at call end.
• Related call chain: Follow-up call from same customer after L1 closure; L2 took over.
• What L2 did: Verified mesh topology, confirmed ISP-induced DHCP conflict, guided customer through factory reset with correct 5-press procedure, and validated post-reset connectivity.
• Current state: Resolved — all devices reconnected using correct password after reset.
• L1 learning points:

1. Always confirm mesh node LED states (solid blue = connected) before declaring issues resolved.

2. For password mismatches after ISP changes, prioritize factory reset over channel changes.

3. Never initiate paid support before exhausting free troubleshooting steps.

#TE00132294 — Resolved by Level 2

• What L1 saw: Customer unable to print to HP OfficeJet Pro 8030E connected via Ethernet to MX4200; claimed “Linksys told me it would be simple.”
• Why it escalated: L1 used unauthorized remote tool, failed to collect router/model details, and provided no printer-specific guidance. Customer abandoned product.
• Related call chain: Initial call from different L1 agent; L2 assumed after customer requested supervisor.
• What L2 did: Explained Linksys does not support third-party printer drivers, guided customer through basic network connectivity checks, and recommended contacting HP for driver/firmware support.
• Current state: Resolved — customer contacted HP and confirmed printer functionality.
• L1 learning points:

1. Clearly state Linksys scope — we support routers, not peripheral device drivers.

2. Use approved remote tools only; never redirect to third-party platforms.

3. For printer connectivity, verify LAN port status, IP assignment, and SSID visibility before escalating.

Coach Appendix

Highest-signal trend: Inconsistent technical accuracy and protocol adherence in CONNECTIVITY and ACCESS cases, often due to missing model/serial collection and premature escalation. Focus next week on structured diagnostics (model → warranty → LED/cables → topology) and avoiding unauthorized tools or speculative warranty claims. Prioritize verbatim customer issue capture before solutioning.

This Week's Calls