# paulo.real@concentrix.com — Coaching Report ## Week of 2026-05-25 – 2026-05-31 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | |---|---|---|---|---|---| | 14 | 30m 46s | MX2000 | CONNECTIVITY | 13 | 7 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.40 | 14 | | Protocol | 1.60 | 14 | | Communication | 2.10 | 14 | | Overall | 2.10 | 14 | *Scores reflect QA ratings from 14 calls reviewed. Overall scores range from 1.0 to 3.6 this week.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX2000 | 3 | 2.0 | | MR5500 | 2 | 2.9 | | EA6350 | 1 | 3.0 | | EA8300 | 1 | 1.4 | | EA6100 | 1 | 1.8 | | MX6200 | 2 | 1.35 | | SE3005 | 1 | 3.6 | | WHW01 | 1 | 1.3 | | E5400 | 1 | 3.2 | | MR6350 | 1 | 1.2 | **Low performance on MX6200 and MR6350** suggests a need for focused review on these models’ setup and troubleshooting flows. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 7 | 1.9 | ✓ | | SETUP | 3 | 2.3 | | | ACCESS | 3 | 1.73 | ✓ | | HARDWARE | 1 | 1.2 | ✓ | | NO TROUBLESHOOTING NEEDED | 1 | 2.65 | | **Connectivity and Access issues** are driving the low average scores. These categories need prioritized coaching to improve outcomes. --- ## What Went Well ### Strength: Accurate technical diagnosis of network topology issues > **Evidence**: Agent correctly identified that a switch cannot provide internet sharing when connected directly to a plain ONT (Nokia G240G-A) and advised adding a router to enable multi-device connectivity. > **[#LTS00131520](https://linksys.happyfox.com/staff/ticket/131520/)** ### Strength: Correct guidance on discontinued remote access feature > **Evidence**: Agent correctly informed customer that remote cloud access (Smart Wi‑Fi) has been discontinued and provided local-access URL (myrouter.info) as alternative. > **[#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/)** --- ## Growth Opportunities ### Improvement: Incorrect reset duration instruction contradicts KB guidance > **Evidence**: Agent instructed a 1-minute reset on WHW01, contradicting KB guidance of 10-15 seconds for mesh nodes. Also misinterpreted solid-blue LED as failure when KB states it means 'ready for setup'. > **[#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/)** **What “good” looks like**: - Always follow KB-specified reset durations (10-15 seconds for mesh nodes). - Interpret LED states according to KB: solid blue = ready for setup, not failure. - Validate LED behavior after reset before concluding hardware fault. ### Improvement: Incorrect pairing method for MX2000 Velop devices > **Evidence**: Agent used 5-press pairing method on MX2000, which is not appropriate for MX2000 Velop devices. KB specifies using Pair button or admin UI for this model. > **[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)** **What “good” looks like**: - Use the Pair button or admin UI for MX2000 Velop pairing, not the 5-press method. - Confirm pairing success via app or admin UI before proceeding. - Reference KB articles specific to the device model during troubleshooting. --- ## Next Week's Focus 1. **Verify reset durations**: Before instructing any reset, confirm the exact duration in the KB for the specific model (e.g., 10-15 seconds for mesh nodes). 2. **Use model-specific pairing methods**: For MX2000 Velop devices, use the Pair button or admin UI; avoid the 5-press method. 3. **Interpret LEDs using KB definitions**: Solid blue = ready for setup; blinking blue = attempting to connect; solid magenta = hardware fault. 4. **Collect and verify product details**: Always capture model, serial number, and warranty status early in the call to guide appropriate troubleshooting and escalation paths. --- ## Technical Accuracy ### **Improvement** > **Evidence**: Incorrect reset duration: Agent instructed 1-minute reset on WHW01 (call ccacbbb6), contradicting KB guidance of 10-15 seconds for mesh nodes. Also misinterpreted solid-blue LED as failure when KB states it means 'ready for setup'. > **[#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/)** ### **Improvement** > **Evidence**: Incorrect pairing method: Agent used 5-press pairing method on MX2000 (call 056d0364), which is not appropriate for MX2000 Velop devices. KB specifies using Pair button or admin UI for this model. > **[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)** ### **Improvement** > **Evidence**: Multiple technical errors on EA8300 (call b0145220): Provided wrong LED guidance (front logo should be solid white when online, not green/blue/amber as stated), directed customer to invalid URL 'line in smart.Wi-Fi.com' instead of https://linksyssmartwifi.com, and sent follow-up email to 'digital.com' instead of customer's confirmed email. > **[#LTS00131530](https://linksys.happyfox.com/staff/ticket/131530/)** ### **Improvement** > **Evidence**: Incorrect reset and premature hardware conclusion on MR6350 (call 434b0902): Agent performed 1-minute reset (contradicting KB 10-15 seconds) and concluded hardware failure without validating basic troubleshooting steps. Also made false statement that out-of-warranty devices receive no support. > **[#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/)** ### **Strength** > **Evidence**: Accurate diagnosis on SE3005 (call 336fa2c4): Agent correctly identified that a switch cannot provide internet sharing when connected directly to a plain ONT (Nokia G240G-A), and provided technically correct solution to add a router for multi-device connectivity. Accuracy score 5. > **[#LTS00131520](https://linksys.happyfox.com/staff/ticket/131520/)** --- ## Coaching Moments ### **Strength** > **Transcript**: "I see. Okay, yeah, so for this one, can I place this call? No, sorry, just give me a total of three minutes. I just have to verify, sir, because as far as I'm concerned, sir, yeah, the Linksys, like, they already stopped the Linksys SmartWifi.com, sir, I believe the link is already, uh, I believe the link is, uh, take down the link to SmartWiFi cloud access. But let me just verify..." > **Note**: Agent correctly informed customer that remote cloud access (Smart Wi‑Fi) has been discontinued and provided local-access URL (myrouter.info) as alternative. > **[#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/)** ### **Improvement** > **Transcript**: "Okay, so yeah, so for this one, can I place this call? No, sorry, just give me a total of three minutes. I just have to verify, sir, because as far as I'm concerned, sir, yeah, the Linksys, like, they already stopped the Linksys SmartWifi.com, sir, I believe the link is already, uh, I believe the link is, uh, take down the link to SmartWiFi cloud access." > **Note**: While correctly stating the discontinuation of remote access, the agent placed the customer on hold for an extended period (~5 minutes) without status updates or explanation, impacting communication efficiency. > **[#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/)** --- ## Escalation Lessons: What L2 Did ### [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) — Resolved by Level 2 - **What L1 saw**: New E5400 router, customer unable to get online after ISP placed modem in bridge mode. - **Why it escalated**: L1 failed to verify WAN status, firmware version, or signal strength; provided incorrect remote session and missing admin URL. - **Related call chain**: Initial L1 attempt resulted in abandoned_or_vague closure; L2 successfully configured router, updated Wi‑Fi SSID/password, and verified internet speed. - **What L2 did**: Confirmed modem bridge mode, guided physical wiring (modem→WAN, computer→LAN), changed Wi‑Fi settings via admin UI, and performed speed test (~95 Mbps). - **Current state**: Resolved. - **L1 learning points**: 1. Verify WAN/internet status before proceeding with router setup. 2. Provide router admin URL (http://[REDACTED_PHONE] or http://myrouter.local) during configuration. 3. Collect serial number and verify warranty status for hardware setup calls. ### [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) — Resolved by Level 2 - **What L1 saw**: WHW01 mesh node staying solid blue, customer unable to add node. - **Why it escalated**: L1 misinterpreted solid-blue LED as failure (KB states it means 'ready for setup'), instructed incorrect 1-minute reset (KB: 10-15 seconds), and skipped pairing steps. - **Related call chain**: L1 incorrectly closed ticket as defective; L2 clarified LED meaning, guided correct reset, and verified node pairing. - **What L2 did**: Explained solid blue = setup-ready, performed correct 10-15 second reset, guided pairing via Pair button, and confirmed successful addition. - **Current state**: Resolved. - **L1 learning points**: 1. Interpret LED states per KB: solid blue = ready for setup. 2. Use correct reset duration (10-15 seconds) for mesh nodes. 3. Follow model-specific pairing procedures (Pair button for WHW01). ### [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) — Resolved by Level 2 - **What L1 saw**: MX2000 child node solid magenta, refusing to add. 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. - **Related call chain**: L1 attempted multiple resets without success; L2 clarified pairing method, verified mesh topology, and guided successful addition. - **What L2 did**: Confirmed MX2000 pairing via Pair button, verified parent node status, and guided child node addition through admin UI. - **Current state**: Resolved. - **L1 learning points**: 1. Use Pair button or admin UI for MX2000 Velop pairing, not 5-press. 2. Verify mesh topology and parent node status before troubleshooting child nodes. 3. Provide clear, step-by-step instructions aligned with KB for Velop devices. --- ## Coach Appendix *High-level trend: Protocol compliance remains low (avg 1.6), driven by missing warranty/serial collection, unsupported remote sessions, and brand misstatements. Focus next week on strict protocol adherence—collect model/serial early, avoid remote tools, and use correct brand naming. Connectivity issues dominate (7 calls, avg overall 1.9); prioritize structured troubleshooting for these cases, especially verifying WAN status and LED interpretation per KB.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00122643](https://linksys.happyfox.com/staff/ticket/122643/) | 2026-05-25 20:36:26+00:00 | 1.7 | INBOUND | MX6200 | NO TROUBLESHOOTING NEEDED | ↑ Escalated | | [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) | 2026-05-26 20:13:35+00:00 | 3.2 | INBOUND | E5400 | SETUP | ✓ Resolved | | [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) | 2026-05-26 21:54:03+00:00 | 2.6 | INBOUND | MR5500 | CONNECTIVITY | ⏳ Pending | | [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) | 2026-05-26 23:02:51+00:00 | 1.8 | OUTBOUND | MX2000 | CONNECTIVITY | ↑ Escalated | | [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) | 2026-05-27 02:21:42+00:00 | 1.3 | OUTBOUND | WHW01 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00131150](https://linksys.happyfox.com/staff/ticket/131150/) | 2026-05-28 01:42:49+00:00 | 1.8 | INBOUND | MX2000 | SETUP | ⏳ Pending | | [#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/) | 2026-05-28 02:59:37+00:00 | 1.2 | INBOUND | MR6350 | HARDWARE | ⏳ Pending | | [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) | 2026-05-28 22:19:39+00:00 | 3.2 | OUTBOUND | MR5500 | ACCESS | ✓ Likely resolved | | [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) | 2026-05-28 23:28:43+00:00 | 1.0 | INBOUND | MX6200 | ACCESS | ⏳ Pending | | [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) | 2026-05-29 21:27:11+00:00 | 3.0 | INBOUND | MX2000 | CONNECTIVITY | ⏳ Pending | | [#LTS00131520](https://linksys.happyfox.com/staff/ticket/131520/) | 2026-05-30 00:40:48+00:00 | 3.6 | INBOUND | SE3005 | NO TROUBLESHOOTING NEEDED | ✓ Likely resolved | | [#LTS00131528](https://linksys.happyfox.com/staff/ticket/131528/) | 2026-05-30 02:30:19+00:00 | 1.8 | INBOUND | EA6100 | SETUP | ⏳ Pending | | [#LTS00131530](https://linksys.happyfox.com/staff/ticket/131530/) | 2026-05-30 02:31:39+00:00 | 1.4 | INBOUND | EA8300 | CONNECTIVITY | ⏳ Pending | | [#LTS00131531](https://linksys.happyfox.com/staff/ticket/131531/) | 2026-05-30 02:32:12+00:00 | 3.0 | INBOUND | EA6350 | CONNECTIVITY | ✓ Likely resolved |