trecia.malunjao@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the agent's performance across 19 calls reviewed this week (range: 1.4–5.0 overall).

This Week's Coverage

Models Supported

Lower scores on WHW03 and SPNMX56CF calls suggest a need to reinforce model-specific troubleshooting flows and LED interpretation.

Problem Categories

Connectivity and Access categories show room for improvement, particularly in technical accuracy and protocol compliance.

• Connectivity: Lower scores stem from incorrect technical guidance (e.g., LED misinterpretation, unsupported pairing methods) and incomplete troubleshooting. Focus on model-specific KB articles and verification steps.
• Access: Challenges include password retrieval and warranty-related guidance. Reinforce self-help options and clear escalation paths for out-of-warranty devices.

What Went Well

Proper Escalation Protocol

The agent correctly escalated a complex LN1600 node pairing failure to senior technical support with a clear follow-up timeframe.

Escalated to senior technical support; customer to be contacted within 24–48 hours.

#TE00131379

Technical Accuracy on MX5500 Mesh Topology

Provided accurate guidance on wired backhaul requirements for MX5500, aligning with KB recommendations.

Explained correct mesh topology: wired child nodes must connect to the Linksys parent node or a switch attached to it, not the ISP router.

#LTS00130834

Growth Opportunities

Incorrect Technical Information Provided

Several calls contained materially inaccurate technical guidance, impacting customer outcomes and scorecard performance.

Incorrectly stated Wi-Fi 5 supports up to 2 Gbps (KB: typical max ~866 Mbps on 5 GHz band).

#LTS00130691

What better looks like: Provide accurate speed benchmarks from KB and avoid speculative claims about unsupported technologies (e.g., Wi-Fi 7).

Used incorrect admin URL myrouter.info for Velop (correct: 192.168.1.1 or myrouter.local).

#LTS00130697

What better looks like: Confirm product family before suggesting URLs, and always reference the correct admin access points per KB.

Protocol Violations – Missing Product/Serial Collection

Frequent failures to collect product model and serial number before troubleshooting led to inefficient handling and score impacts.

Failed to collect product model or serial number before giving reset/pairing instructions (PROTOCOL violation).

#LTS00130691

What better looks like: Systematically gather model, serial, and warranty status at the start of every call to enable targeted, model-specific support.

Next Week's Focus

1. Start every call with model/serial collection – Use a standardized opening script to capture essential device details before any troubleshooting.
2. Reinforce KB accuracy checks – Before stating technical specifications (e.g., speeds, supported features), verify against the relevant KB article.
3. Apply model-specific LED and pairing guidance – For Velop and Cognitive Mesh devices, reference the correct reset durations, pairing methods, and admin URLs.
4. Summarize and confirm next steps – End each call with a clear recap of actions taken, outcomes verified, and any follow-up plans.

Technical Accuracy

Improvement

Incorrectly stated Wi-Fi 5 supports up to 2 Gbps (KB: typical max ~866 Mbps on 5 GHz band).

#LTS00130691

Note: Avoid speculative claims about technology capabilities; always reference KB for supported specs.

Improvement

Used incorrect admin URL myrouter.info for Velop (correct: 192.168.1.1 or myrouter.local).

#LTS00130697

Note: Confirm product family before suggesting admin URLs; Velop uses different access points than SPNM models.

Improvement

Provided wrong default admin password 'admin' for SPNM62 - uses unique label password.

#LTS00131197

Note: SPNM62 does not use 'admin' as a default password; always direct customers to the unique password printed on the device label.

Improvement

Instructed 5-press reset on SPNM62 - not supported (only valid for LN/MBE Cognitive Mesh models).

#LTS00131197

Note: The 5-press reset method applies only to Cognitive Mesh models (LN/MBE series). For SPNM62, use the standard reset button hold until LED off.

Improvement

Stated 24-hour wait required for password reset - false (KB: immediate via recovery key).

#LTS00131031

Note: Password reset via recovery key is immediate; avoid misleading customers with unnecessary wait times.

Coaching Moments

Strength

Guided customer to achieve solid green LEDs on all nodes, indicating readiness.

#LTS00130691

Strength

Prompted customer to reboot nodes and re-measure signal strength, leading to speed improvement.

#LTS00130691

Strength

Verified firmware was up-to-date and both Wi-Fi bands active.

#LTS00130691

Strength

Maintained polite tone and thanked customer for cooperation.

#LTS00130691

Improvement

Did not obtain or confirm product model, serial number, or warranty status.

#LTS00130691

Improvement

Provided unclear instructions (e.g., "connect to dot network", "open the links is up"), though these appear to be ASR/accent artifacts rather than technical inaccuracies.

#LTS00130691

Improvement

Did not explicitly confirm mesh backhaul connections or stable node pairing beyond LED status and speed test.

#LTS00130691

Improvement

Failed to summarize troubleshooting steps or confirm resolution before ending the call.

#LTS00130691

Escalation Lessons: What L2 Did

#TE00131379 — Resolved by Level 2

• What L1 saw: LN1600 child node showing solid red LED, failing to pair after multiple resets. Customer reported intermittent signal drops and attempted 5-press pairing without model verification.
• Why it escalated: L1 was unable to progress beyond basic resets and provided incorrect technical guidance (e.g., claiming admin password matched Wi-Fi password). The node remained offline, and L1 lacked the expertise to diagnose deeper mesh or WAN issues.
• Related call chain: This was a single escalation from call ID 87c0c99e-5b38-11f1-810c-42010a623f91.
• What L2 did:

1. Verified firmware versions on parent and child nodes were up-to-date.

2. Confirmed WAN connectivity via modem and ISP status.

3. Conducted advanced mesh diagnostics, including signal strength checks and backhaul validation.

4. Determined hardware fault in the child node and initiated RMA process.

5. Provided customer with clear next steps and follow-up timeline.

• Current state: Resolved via RMA; customer received replacement node.
• L1 learning points:

1. Always verify product family (AX/Cognitive Mesh) before suggesting pairing methods; LN1600 requires 5-press reset, not button pairing.

2. Check WAN/modem status early in connectivity troubleshooting to rule out upstream issues.

3. When standard resets fail, escalate promptly with detailed diagnostics (firmware versions, LED states, signal reports) to expedite L2 resolution.

Coach Appendix

• Primary weekly trend: Persistent technical accuracy and protocol compliance gaps, particularly in model-specific guidance and product/serial collection.
• Key pattern: Multiple calls (8ae65b84, ad3a7284, b25ba05e, 7b14da68) scored 1 on accuracy or protocol due to incorrect technical statements and missing model/serial data. This suggests a need to reinforce KB verification and structured call opening procedures.
• Evidence summarized above: All coaching points and examples reflect verbatim transcript excerpts and QA scores already detailed in the main report. No additional quotes introduced.