riojene.ladera@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a week of 31 calls reviewed, with overall scores ranging from 1.2 to 3.3.

This Week's Coverage

Models Supported

Note: Lower scores on MX5500 and MR7350 calls suggest a need for additional familiarity with these models’ troubleshooting flows.

Problem Categories

Focus Areas:

• CONNECTIVITY and ACCESS categories show lower average scores (1.85 and 2.00). These suggest opportunities to strengthen triage and resolution steps for connectivity and access issues.
• Review KB articles and internal guides for these categories to reinforce best practices.

What Went Well

Successful Mesh Node Pairing Using 5-Press Method

Agent correctly applied the 5-press pairing method on the MX6200 parent node, resulting in a solid white LED and successful mesh re-integration. This approach aligns with KB guidance for Velop Intelligent Mesh devices.

#LTS00045681 | #LTS00131430

Accurate Router Admin Password Recovery Guidance

Agent accurately guided the customer through resetting the router admin password using the recovery key displayed on the device, following KB procedures. This provided a clear, actionable path for the customer to regain access.

#LTS00084558

Growth Opportunities

Protocol Compliance — Critical Information Not Collected

In several calls, the agent began troubleshooting without collecting the product model or serial number, which is a core protocol requirement. This omission delayed accurate guidance and impacted resolution efficiency.

Next step: Always confirm the product model and serial number before initiating any troubleshooting steps. Use the IVR prompt and early call script to ensure this information is captured.

Technical Accuracy — Incorrect Product Specifications

The agent provided factually incorrect technical information in multiple calls, including claiming the EA7500 supports Wi‑Fi 7 (it does not), stating an MX5500 has a 2.5 G WAN port (it does not), and giving an impossible gateway value (0.255) for MR7350 configuration. These errors undermined trust and created confusion.

Next step: Verify all product specifications against the KB before stating them. When in doubt, refer to the official product datasheets or internal resources.

Next Week's Focus

1. Model/Serial Collection First: Make it a non-negotiable habit to collect the product model and serial number in the first 2–3 minutes of every call. Use the script prompt: _“To get you the most accurate help, could you please share the model and serial number of your Linksys device?”_
2. Validate Technical Claims: Before stating any product specification or configuration step, cross-reference the KB or official documentation. If unsure, say, _“Let me check that for you”_ and return with verified information.
3. Connectivity Triage: For connectivity issues, systematically verify WAN status, LED indicators, and basic connectivity (e.g., power cycle, cable check) before moving to advanced steps. Document findings clearly in the case notes.
4. Clear Next Steps: After guiding a customer through troubleshooting, always confirm the outcome and provide a clear next step—whether it’s a callback, self-help email, or escalation.

Technical Accuracy

Strength

• MX6200 Mesh Pairing: Correctly applied the 5-press pairing method on the parent node, resulting in solid white LED and successful mesh re-integration. This aligns with KB guidance for Velop Intelligent Mesh.

#LTS00045681

Improvement

• EA7500 Misinformation: Claimed the EA7500 supports Wi‑Fi 7 (it is Wi‑Fi 5) and provided contradictory warranty statements. This created confusion and misinformation.

#LTS00130888

• MR6350 Band Separation: Failed to provide immediate, actionable guidance for separating the 2.4 GHz band despite the feature being supported and documented in the KB. Focused on warranty/paid-support options instead.

#LTS00130916

• MX6200 Reset Duration: Instructed a 20-second reset (KB specifies 15 seconds) and advised a 5-press reset sequence, which is not valid for MX6200 recovery.

#PR00005769

• E5400 Password Length: Stated Wi‑Fi passwords have a maximum of 16 characters, contradicting WPA2/WPA3 standards (max 63 characters). Also collected full card details over an unsecured channel without PCI compliance confirmation.

#LTS00131047

Coaching Moments

Strength

• Accurate Password Recovery Guidance:

> _“To reset your router admin password, locate the recovery key displayed on the device and use it to log in. After logging in, you can change the password to something new.”_

#LTS00084558

Improvement

• Missing Model/Serial Collection:

> _“I understand you’re having trouble, but to give you the best help, I need to confirm the model and serial number of your Linksys device.”_

#LTS00123747

• Incorrect Technical Claim — EA7500 Wi‑Fi 7:

> _“Your EA7500 supports Wi‑Fi 7, which is why you’re experiencing these issues.”_

#LTS00130888

• Incorrect MX5500 WAN Port Specification:

> _“The MX5500 has a 2.5 G WAN port, which may be limiting your speed.”_

#LTS00123747

• Impossible MR7350 Gateway Value:

> _“Set the gateway to 0.255 for bridge mode configuration.”_

#LTS00131281

Escalation Lessons: What L2 Did

#TE00130941 — Resolved by Level 2

• What L1 saw: Customer reported no internet connectivity on a WHW01 mesh system; all nodes showed solid red LEDs. L1 attempted basic troubleshooting (power cycle, reset) but did not validate WAN connectivity or gather serial number/warranty details.
• Why it escalated: L1 offered paid support or an email with steps without attempting safe, basic triage appropriate for out-of-warranty devices. The case was escalated after L1 failed to recognize the need for hardware verification.
• Related call chain: This was a repeat contact; an earlier call (by a different agent) was closed incorrectly after an ISP referral, leaving the issue unresolved.
• What L2 did: L2 verified hardware status, confirmed the nodes were defective, and processed a pro-rated refund after validating the order and customer details. L2 also provided clear expectations and documentation for the return process.
• Current state: Resolved with a pro-rated refund and return instructions.
• L1 learning points:

1. Always verify WAN connectivity and gather serial number/warranty status before offering paid support.

2. For solid red LEDs on all nodes, perform a thorough diagnostic (LED check, reset, WAN cable verification) before escalating.

3. Document all troubleshooting steps and customer responses to avoid repeat contacts and ensure clear handoff to L2.

#PR00005769 — Pending with Level 2

• What L1 saw: Customer reported an MX6200 parent node with a pulsing blue LED, indicating an unstable boot cycle. L1 performed multiple resets and a 5-press sequence without validating WAN connectivity or collecting serial/warranty details.
• Why it escalated: L1 advised an unsupported 5-press reset sequence for MX6200 and provided incorrect reset duration (20 seconds vs. KB’s 15 seconds). The case was escalated due to lack of progress and unresolved hardware symptoms.
• Related call chain: Multiple calls from the same customer, indicating a persistent issue. Earlier calls were handled by different agents, some of which were closed incorrectly or vaguely.
• What L2 did: L2 reviewed the case, confirmed the node was defective, and initiated a return process for a pro-rated refund. L2 also documented the need for hardware replacement and provided the customer with clear return instructions.
• Current state: Pending — awaiting customer return and pro-rated refund processing.
• L1 learning points:

1. Verify WAN connectivity and collect serial number/warranty status before initiating resets.

2. Use the correct reset duration (15 seconds for MX6200) and avoid unsupported methods like the 5-press sequence for recovery.

3. If troubleshooting fails, escalate with a clear summary of steps taken, symptoms observed, and any hardware concerns.

Coach Appendix

• Weekly Trend: Protocol compliance remains a significant challenge, with over 10 calls failing to collect model/serial numbers before troubleshooting. This impacts accuracy and efficiency. Focus on reinforcing this foundational step.
• Key Pattern: Technical inaccuracies (e.g., product specs, reset procedures) are recurring, particularly around MX and WHW series devices. Reinforce verification against KB before providing guidance.
• Evidence: The data shows connectivity issues (13 calls) with lower scores (avg 1.85), indicating a need for more rigorous triage and troubleshooting in this category.

This Week's Calls