deneive.luar@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a balanced review of 43 calls. Overall scores range from 1.0 to 4.2.

This Week's Coverage

Models Supported

Key Pattern: Lower scores on EA7300 calls suggest a need for deeper familiarity with this model’s troubleshooting paths, especially around hardware faults and end-of-life guidance.

Problem Categories

CONNECTIVITY and SETUP categories show room for improvement. For CONNECTIVITY, focus on consistent LED interpretation and WAN verification. For SETUP, prioritize accurate model identification and KB-aligned configuration steps.

What Went Well

Customer Information Collection

Collected essential customer information (name, email, phone, model, serial) accurately in multiple calls (#LTS00130717, #LTS00130757, #LTS00130705).

Professional Tone and Empathy

Maintained a polite and professional tone throughout calls, showing empathy for customer frustration (#LTS00130717, #LTS00130757).

Growth Opportunities

Technical Accuracy and KB Adherence

Provided materially incorrect technical guidance in multiple calls, such as wrong reset durations, unsupported pairing methods, and false claims about product compatibility and support (#LTS00130717, #LTS00130732, #LTS00130886).

Next Step: Review KB articles for reset procedures, pairing methods, and product compatibility before offering advice. Use the Pair button for SPNM nodes instead of 5-press pairing.

Protocol Compliance and Case Management

Failed to follow standard protocols, such as verifying warranty status, creating cases, and providing self-help resources for out-of-warranty devices (#LTS00130705, #LTS00130732, #LTS00130886).

Next Step: Always confirm warranty status via system lookup, create a HappyFox case for each interaction, and offer KB articles or email resources for self-help when appropriate.

Next Week's Focus

1. Verify Warranty Status: Perform a system lookup for model and serial before discussing support options.
2. Use Correct Reset Methods: For MX6200 and SPNM nodes, use a 10-second reset; for WHW03, use the Pair button or WPS.
3. Create Cases Consistently: Document every call in HappyFox, capturing model, serial, and resolution details.
4. Provide Self-Help Resources: When offering paid support, also send KB links or setup guides via email.

Technical Accuracy

Improvement

Agent gave incorrect factory reset duration for MX6200, contradicting KB guidance.

Note: MX6200 requires a 10-second reset, not 20 seconds. This error can lead to incomplete resets and persistent issues.

#LTS00131259

Improvement

Agent provided factually incorrect information about MR7500 frequency bands, violating KB accuracy.

Note: MR7500 uses 2.4 GHz and dual 5 GHz bands, not 2.4 GHz and 2.5 GHz. Misrepresenting product specs undermines credibility and can mislead customers.

#LTS00131259

Improvement

Agent provided an invalid and non-existent URL for router access, leading to potential customer confusion.

Note: The URL http://myrouter.default is not a valid Linksys access point. Correct URLs include http://myrouter.local or http://[REDACTED_PHONE].

#LTS00131073

Strength

Agent accurately identified a non-Linksys product and provided correct redirection to TP-Link support.

Note: Correctly recognized the Archer C7 as a TP-Link device and directed the customer to the appropriate support channel.

#GI00131287

Coaching Moments

Improvement

Incorrectly identified router model as '854000', which is not a valid Linksys model.

Note: The customer reported a WRT54G2, but the agent misheard it as '854000'. Always confirm model numbers and cross-reference with valid Linksys models.

#LTS00130717

Improvement

Falsely claimed that no phone support is available for out-of-warranty devices, violating support policy.

Note: Linksys policy requires offering basic triage and self-help paths for all devices, regardless of warranty status. Avoid absolute statements about unsupported devices.

#LTS00130717

Improvement

Did not collect serial number or confirm actual model before discussing warranty.

Note: Collecting the serial number early helps verify warranty status and ensures accurate support pathing. Always request this information upfront.

#LTS00130717

Improvement

Failed to provide any actual password reset steps or guide customer to admin interface.

Note: Even for out-of-warranty devices, agents should provide standard password recovery steps, such as accessing the admin interface via http://myrouter.local or resetting the router.

#LTS00130717

Escalation Lessons: What L2 Did

No escalations occurred this week. All cases were handled at Level 1, and no L2 resolution steps were documented.

Coach Appendix

Weekly Trend Summary:

The agent demonstrated strong customer information collection and professional tone but struggled with technical accuracy and protocol compliance. Key areas for improvement include verifying warranty status, adhering to KB guidance for resets and pairing, and consistently creating HappyFox cases. Focus on these areas will enhance both customer experience and compliance.

This Week's Calls