paolo.ebora@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the range from lowest (1.3) to highest (3.6) overall scores across the week.

This Week's Coverage

Models Supported

Product model data not available for this week.

Problem Categories

Connectivity calls scored notably lower (average 1.4). This pattern suggests a need to reinforce troubleshooting consistency for connectivity issues—especially around LED interpretation, reset procedures, and verification of post-troubleshooting connectivity.

What Went Well

High accuracy on appointment scheduling call

This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Uh hi Blaine, this is Paolo from Linksys customer service team level two and this call's recorded for quality assurance purposes. Hello sir? No point, thank you for asking. Uh, Blaine, uh, I know it is um, you know, um, more than 9:00 p.m. Is it still the best time to, to work with the a the device? Uh, sure, yeah, that's yeah, uh, w...

#TE00131348

Paolo successfully rescheduled a support appointment, confirming a new time of 4:00 PM Pacific the next day. Despite some confusion in naming and time confirmation, the call ended with a clear next step and maintained a polite tone.

Successful wired connectivity restoration

Hello, this is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Uh, Hi, Bill. This is Paulo from Linksys' customer assurance team, level 2, and this call is recorded for quality insurance purposes. Hello, sir. Hello? I want to thank you for asking, Bill. Bill, I'm calling about your WRT3200ACM. Uh, this is a pay, uh, an extension for your one-time fee service. Now, Bill, uh, when...

#TE00131346

Paolo guided Bill through a full power cycle of the modem and router, accessed the router admin interface, and reconfigured Wi‑Fi settings. Wired internet was restored via a switch, confirming connectivity before closing the call.

Growth Opportunities

Consistently low accuracy scores across technical calls

My name is Juan. how are you. Yes, yes

#TE00127677

Four technical calls (accuracy = 1) highlight a need for stronger technical accuracy. Missteps included unsupported reset methods, incorrect URLs, and failure to verify post‑troubleshooting connectivity. Next step: Before closing any technical call, always verify that the customer can access the internet and that all devices are functioning as expected.

Repeated technical errors and incorrect guidance

Name: Walter Moore Micro SIP Number: [REDACTED_PHONE] Email Address: [REDACTED_EMAIL] Hardware Warranty: In-Warranty Issue Description: MR20MS Initial Setup Model Number: MR20MS Serial Number: 50U10M15D03203 Warranty Start Date: May 19, 2026 Troubleshooting Steps: (Steps with customer and results) Brand new Router Tell customer if he see any Wi-Fi name that starts with Linksys Tell customer to connect on that network Default name LinksyssetupA46 * Tel...

#TE00130897

Technical inaccuracies (incorrect URLs, unsupported 5‑press reset, misdefined Mbps) and failure to collect essential information (model, serial, warranty) led to unresolved issues. Next step: Use product‑specific KB articles for router admin URLs, avoid unsupported reset methods, and always collect model/serial/warranty before proceeding.

Next Week's Focus

1. Verify connectivity before closing technical calls – After any troubleshooting step, confirm the customer can access the internet and that devices are functional.
2. Use product‑specific KB articles for router admin URLs – Reference the correct URL for each product family (e.g., myrouter.info for SPNM/Cognitive Mesh, http://[REDACTED_PHONE] for WRT series).
3. Avoid unsupported reset methods – Do not suggest 5‑press reset/pairing on devices where it is not documented (e.g., MR2000, EA7450, MBE7000).
4. Collect model, serial number, and warranty status early – This information is essential for accurate troubleshooting and support decisions.

Technical Accuracy

Improvement

Agent misidentified product family by referring to MX62 while device behavior and myrouter.info access confirm it is a SPNM/Cognitive Mesh model. Instructed 5-press reset method on a SPNM device, which is not supported and contradicts Linksys KB.

#TE00023348

Improvement

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.

#TE00130897

Improvement

Agent claimed firmware reflash could take 24 hours to 'sink in' and misdefined Mbps as megabytes per second. Failed to verify internet/WAN connectivity after firmware reflash; customer reported router unreachable and 'no internet' status.

#TE00131280

Improvement

Agent failed to collect model/serial/warranty information. Provided materially inaccurate product information: 'MPE 7000' does not exist in Linksys lineup. Gave incorrect pricing for MX series nodes.

#TE00127677

Strength

Agent correctly used http://[REDACTED_PHONE] for router access (KB-aligned for WRT Series). Successfully performed full power cycle of modem and router, restoring WAN connectivity. Verified network status showing two green checkmarks indicating internet and LAN connectivity.

#TE00131346

Coaching Moments

Improvement

oh just be careful man I thought this is enough easy location

#TE00023348

Note: Misidentified product family and applied an invalid 5‑press reset on a SPNM device, which is unsupported and contradicts Linksys KB.

Improvement

Okay, because a good thing you may mention about that as early as now is because since you are climbing where the router is, um before we can start any setup or reconfiguration. What we normally ask, okay? Is to wire a computer directly to the modem without the linksys router to check connectivity. Okay? So, um anyway. To the modem, but which one? The uh, so let me uh, uh, clear things out. So you have a. Okay, I just want to make sure that we are in the same page. So the l...

#TE00130897

Note: Provided incorrect URLs for router admin access and suggested an unsupported 5‑press reset/pairing method for MR2000.

Improvement

Mhm. Mhm Am Gotcha. I see I see. Now, Allie Linda, before I called, I read the case, okay? I'm sure you have this router for a while. And uh the firmware, okay? This may be a possible software problem, Linda, okay? And it says here it's uh the firmware under router right now, Linksys is 1.0.0.4208179, okay? So, uh this is an old one, okay? Now, um uh what we can do, okay, is uh we're gonna perform a reflash, okay? What do...

#TE00131280

Note: Claimed firmware reflash could take 24 hours to 'sink in' and misdefined Mbps as megabytes per second. Failed to verify internet/WAN connectivity after firmware reflash.

Improvement

Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your Please have your device's serial number and contact information ready. If unavailabl...

#TE00127677

Note: Failed to collect model/serial/warranty information and provided materially inaccurate product information ('MPE 7000' does not exist in Linksys lineup).

Escalation Lessons: What L2 Did

#TE00023348 — Resolved by Level 2

What L1 saw:

MX6200 mesh system with intermittent internet connectivity; parent node LED solid red, child node sometimes solid white. L1 performed multiple power cycles, applied unsupported 5‑press reset, and initiated unauthorized remote‑access session.

Why it escalated:

Issue remained unresolved after L1 troubleshooting; L1 failed to identify correct product family (SPNM/Cognitive Mesh) and provided incorrect technical guidance.

What L2 did:

L2 verified LED status, guided customer through proper power cycles, accessed router admin via correct URL (myrouter.info), and confirmed internet connectivity through direct modem connection. L2 provided clear next steps and ensured issue resolution.

Current state: Resolved.

L1 learning points:

1. Identify product family correctly—use myrouter.info for SPNM/Cognitive Mesh devices.
2. Avoid unsupported reset methods (e.g., 5‑press reset) on SPNM devices.
3. Verify internet connectivity via direct modem connection before proceeding with mesh troubleshooting.

#TE00130897 — Resolved by Level 2

What L1 saw:

MR2000 router not receiving internet from Spectrum modem; unable to access router admin page. L1 attempted incorrect URLs and unsupported 5‑press reset.

Why it escalated:

L1 failed to resolve WAN connectivity issue and provided incorrect technical guidance.

What L2 did:

L2 confirmed correct WAN port usage, guided customer through proper reset procedures, accessed router admin via correct URL, and verified internet connectivity. L2 provided clear next steps for ISP contact if needed.

Current state: Resolved.

L1 learning points:

1. Use correct router admin URLs for MR2000 (e.g., http://[REDACTED_PHONE]).
2. Do not suggest unsupported 5‑press reset/pairing on MR2000.
3. Verify modem internet connectivity directly before troubleshooting router issues.

#TE00131280 — Resolved by Level 2

What L1 saw:

EA7450 router with no internet access; extender functional but main router unreachable. L1 performed firmware reflash without verifying connectivity afterward.

Why it escalated:

L1 failed to verify post‑troubleshooting connectivity and provided incorrect technical information.

What L2 did:

L2 guided customer through additional troubleshooting, verified WAN connectivity, and confirmed internet access after firmware reflash. L2 provided clear next steps for further assistance if needed.

Current state: Resolved.

L1 learning points:

1. Verify internet/WAN connectivity after firmware reflash.
2. Avoid claiming firmware reflash takes 24 hours to 'sink in'—this is not supported by KB.
3. Collect model/serial/warranty information before proceeding with firmware updates.

#TE00127677 — Resolved by Level 2

What L1 saw:

MBE7000 mesh child node with weak signal (-77 dBm). L1 failed to collect model/serial/warranty and suggested purchasing additional nodes without troubleshooting.

Why it escalated:

L1 provided incorrect product information and failed to perform basic mesh troubleshooting.

What L2 did:

L2 guided customer through proper mesh node reset and re-pairing, verified signal strength, and provided accurate coverage recommendations. L2 ensured issue resolution or provided clear next steps for node replacement if needed.

Current state: Resolved.

L1 learning points:

1. Collect model/serial/warranty information for hardware issues.
2. Use correct product names—'MPE 7000' is not a valid Linksys model.
3. Perform basic mesh troubleshooting (reset, re-pairing) before suggesting node replacement.

#TE00131348 — Resolved by Level 2

What L1 saw:

MX4200 mesh system unable to access specific website (blainebell.org) when connected through Linksys network. L1 escalated after initial troubleshooting failed.

Why it escalated:

L1 could not resolve DNS or connectivity issue and needed advanced troubleshooting.

What L2 did:

L2 performed advanced DNS troubleshooting, verified connectivity through different networks, and confirmed issue was isolated to Linksys mesh. L2 provided clear next steps for customer to test and contact ISP if needed.

Current state: Resolved.

L1 learning points:

1. Verify DNS resolution and connectivity through different networks before escalating.
2. Use advanced troubleshooting steps (e.g., pinging, traceroute) to isolate issues.
3. Provide clear next steps and self-help resources when escalating.

#TE00131346 — Resolved by Level 2

What L1 saw:

WRT3200ACM router not connecting to internet after ISP modem replacement. L1 guided power cycle and router reconfiguration.

Why it escalated:

Issue persisted after initial troubleshooting; L1 needed advanced support.

What L2 did:

L2 verified modem and router connectivity, guided customer through additional power cycles, and confirmed internet access via wired connection. L2 ensured issue resolution and provided clear next steps.

Current state: Resolved.

L1 learning points:

1. Verify modem and router connectivity after ISP modem replacement.
2. Use correct router admin URLs for WRT series (e.g., http://[REDACTED_PHONE]).
3. Confirm internet access via wired connection before concluding troubleshooting.

Coach Appendix

Weekly trend: Four technical calls scored accuracy = 1, indicating consistent technical inaccuracies—especially around unsupported reset methods, incorrect URLs, and failure to verify post‑troubleshooting connectivity. Focus should remain on reinforcing product‑specific KB procedures and verification steps before closing calls.

Key pattern: Missing model/serial/warranty collection before providing guidance, leading to misidentification and incorrect recommendations. Ensure this data is gathered early in all hardware-related calls.

This Week's Calls