leo.lluisma@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect ratings from 0–4 scale across 9 calls reviewed.

This Week's Coverage

Models Supported

Lower scores on MX2000 calls suggest a need to reinforce troubleshooting consistency for this model.

Problem Categories

Connectivity and Access categories show the greatest need for improvement, with average scores below 2.0. Focus on these areas will have the most impact on overall performance.

What Went Well

Technical Accuracy on Firmware Queries

“What is the latest version for the Linksys WRT 3200 ACM? … The current firmware is 108. Wait 1.0.8.199531.”

#LTS00131139

The agent correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB, clearly communicating the out-of-warranty status and offering a valid self-help path.

Successful Mesh Setup Guidance

“Mesh network configured locally; nodes added and showing solid white. Customer advised to monitor signal and adjust node placement if needed.”

#LTS00131355

The agent correctly pivoted to local setup via myrouter.info for an MX6200, guided the customer through resetting and pairing nodes, and confirmed node status (solid white), validating setup completion.

Growth Opportunities

Improving Accuracy and Technical Guidance

Several calls were impacted by inaccurate technical claims and incomplete troubleshooting. For example:

“The EA6350 is an end of support model and Linksys can no longer provide any assistance.”

#LTS00130810

What better looks like: Before stating a product is end-of-support, verify its status in the KB. For the EA6350, standard password recovery procedures (router UI access, factory reset) are documented and should be offered. Always confirm model eligibility for support and provide actionable steps—even for older models.*

Enhancing Troubleshooting Consistency

“No troubleshooting steps (power cycle, cable check, LED status, admin UI access) were performed despite clear symptom of no internet.”

#LTS00131360

What better looks like: For connectivity issues, follow the standard troubleshooting flow: check power and cables, verify LED status, attempt admin UI access, and only then consider firmware or replacement. Document each step taken and the results to ensure a systematic approach and avoid premature conclusions.*

Next Week's Focus

1. Verify product support status before stating end-of-life – Check the KB for each model’s current support status and available resources.
2. Use the standard connectivity troubleshooting flow – Power cycle, cable check, LED verification, and admin UI access should be attempted in sequence for any “no internet” report.
3. Avoid unsafe external references – Do not direct customers to unsupported sites (e.g., reddit.com). Instead, guide them to official Linksys resources or self-help tools.
4. Confirm resolution before closing – Ensure the customer can access the router UI, verify internet connectivity, and document next steps clearly.

Technical Accuracy

Improvement

Agent incorrectly claimed EA6350 is end-of-support and provided no troubleshooting steps (no router UI access, no factory reset guidance). KB confirms EA6350 is eligible for standard password recovery.

#LTS00130810

Improvement

Agent directed customer to reddit.com (unsafe/unsupported), misidentified model as 'ETL link-on link 1200', falsely claimed support ended in 2015 for E1200. No troubleshooting performed.

#LTS00128036

Improvement

Agent used incorrect admin URL (myrouter.info instead of http://[REDACTED_PHONE] or http://myrouter.local for MX6200), incorrect password guidance, failed to verify internet connectivity after nodes showed solid white LEDs.

#LTS00057254

Improvement

Agent provided wrong admin URL ([REDACTED_PHONE] instead of [REDACTED_PHONE] or myrouter.info for SPNM models), incorrectly stated default admin password is 'admin' (not valid for SPNM62), misinterpreted LED behavior guidance.

#LTS00131173

Improvement

Agent performed zero troubleshooting, made false claim EA6400 has no firmware/is end-of-life (KB shows firmware available), directed to unsafe URL 'linkssystem.com' (correct is support.linksys.com), failed to check warranty after collecting serial.

#LTS00131360

Coaching Moments

Strength – Clear Communication of Out-of-Warranty Status

“Regarding the latest, you're asking about the latest firmware, right? Okay. Let me just double check if we still have that available on our website, okay? Hang on.”

#LTS00131139

The agent set clear expectations about the device’s out-of-warranty status and guided the customer toward self-help resources, avoiding pressure for paid support.

Improvement – Inconsistent Reset Duration Guidance

“Instructed customer to hold reset for '20 seconds' ([29:00]), then later implied 10 seconds ([31:00]), contradicting KB which specifies 10 seconds for MX6200 nodes.”

#LTS00131355

Providing inconsistent reset durations confuses customers and can lead to failed setups. Always reference the KB for exact reset times and communicate them clearly once.

Escalation Lessons: What L2 Did

No escalated cases were identified this week. All cases were resolved at Level 1 or documented as self-help. Continue to monitor for recurring issues that may benefit from escalation guidance.

Coach Appendix

This week’s most significant trend is a recurring pattern of inaccurate technical claims (end-of-support misstatements, incorrect URLs, unsafe site references) and inconsistent troubleshooting execution, particularly in connectivity and access cases. Focus next week on verifying product support status in the KB before any claims are made and on following the documented troubleshooting flow for connectivity issues. The two high-performing calls (WRT3200ACM firmware query and MX6200 mesh setup) demonstrate the agent’s capability when accurate information and structured troubleshooting are applied.

This Week's Calls