vennemir.calvin@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a week with limited call volume and mixed performance across dimensions.

This Week's Coverage

Models Supported

Key observation: Lower scores on WHW01 and MR8300 calls suggest familiarity gaps with these models. Focus on reinforcing product-specific troubleshooting flows for these devices.

Problem Categories

Connectivity and Setup remain the primary focus areas with room for improvement. The single CONFIGURATION call scored very low (1.2), indicating a critical need for better guidance in this category.

What Went Well

Clear product identification and appropriate referrals

"Yes, we can double check that one for you, Ma'am. Can you provide me this serial nu..."

#LTS00057293

The agent correctly identified a TP-Link Deco mesh system and referred the customer to TP-Link support, avoiding incorrect technical guidance.

Accurate LED interpretation and troubleshooting guidance

"All right, k..."

#LTS00094375

The agent accurately interpreted solid white LEDs as normal operation for MX4200 and guided the customer through factory resets and 5-press pairing, restoring connectivity.

Effective escalation with clear next steps

"Escalated to Level 2; customer to send error screenshot via email; await callback within 24-48 hours."

#TE00092429

The agent correctly escalated an account verification issue, set clear expectations, and provided a valid ticket number for follow-up.

Growth Opportunities

Correct application of 5-press pairing method

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.

#LTS00070759

What better looks like:

• Validate device family first — 5-press pairing is only supported on Cognitive Mesh (LN/MX6200/MBE), not Velop (WHW/MX/MR) or MR series.
• Confirm LED behavior — On MX5500, a solid blue LED indicates successful pairing; flashing blue means the node is still attempting to connect.
• Provide model-specific guidance — For MX5500, use the Linksys app or web UI for pairing instead of physical buttons.

Accurate factory reset duration and LED interpretation

"Incorrectly stated solid green LED means extender is 'set up properly'"

#LTS00130179

What better looks like:

• Use KB-specified reset times — 10 seconds for most models (not 20 seconds).
• Clarify LED meanings — Solid green on RE7000 only indicates power; successful connection shows solid blue.
• Guide through post-reset configuration — After reset, access the extender via http://extender.linksys.com or the local UI to reconfigure settings.

Next Week's Focus

1. Verify device family before recommending 5-press pairing — Confirm whether the customer has Cognitive Mesh (LN/MX6200/MBE) or Velop/MR series.
2. Use model-specific reset times — Default to 10 seconds for factory resets unless KB specifies otherwise.
3. Clarify LED states during troubleshooting — Explain what each color/flash pattern means for the specific model in use.
4. Collect model/serial early — This enables accurate guidance and avoids misdirected troubleshooting.

Technical Accuracy

Improvement

#LTS00101153

Improvement

"Incorrect factory reset duration (20 seconds) instructed instead of KB-specified 10 seconds for WHW01, MX2000, and WHW03 devices."

#LTS00131214

Improvement

"Provided invalid admin IP address ([REDACTED].x) instead of myrouter.local or 192.168.1.1 on call 7027d08e - contradicts KB guidance."

#LTS00131065

Improvement

"Directed customer to non-existent 'Lynx app' instead of Linksys Smart Wi-Fi app or local browser access on call aa6ca6e0."

#LTS00131263

Improvement

"Incorrect LED interpretation - claimed solid green LED means extender is 'set up properly' on RE7000 (call 5be1360c), but KB states solid green only indicates power, not successful connection."

#LTS00130179

Coaching Moments

Strength

"All right, thank you so much for patiently waiting, Miss Gina, and I do apologize..."

#LTS00101153

The agent acknowledged hold time and apologized, showing basic courtesy and empathy during a challenging call.

Strength

"Yes, we can double check that one for you, Ma'am. Can you provide me this serial nu..."

#LTS00057293

The agent correctly identified the product as non-Linksys and avoided providing incorrect technical guidance, referring the customer appropriately.

Escalation Lessons: What L2 Did

#TE00122939 — Resolved by Level 2

• What L1 saw: Customer upgraded to a new Comcast modem and lost internet on a Linksys mesh system. L1 performed a factory reset and attempted 5-press pairing but did not obtain product model or confirm modem testing.
• Why it escalated: The case was escalated due to unresolved connectivity after L1 troubleshooting and payment collection before diagnostics.
• Related call chain: This was a repeat contact; the initial call (LTS00122939) was closed as "Resolved" after L1 directed the customer to verify modem connectivity and contact ISP, but the issue persisted.
• What L2 did: L2 confirmed the modem was functioning, guided the customer through admin access, verified WAN status, and confirmed successful connectivity after resetting and re-pairing nodes.
• Current state: Resolved — all child nodes are now online and the customer can connect to Wi-Fi.
• L1 learning points:

1. Always collect product model/serial before troubleshooting. This ensures accurate guidance and avoids misapplication of reset methods.

2. Verify WAN connectivity before proceeding with resets. Use a direct modem-to-laptop test to isolate ISP issues.

3. Avoid collecting payment before establishing a clear troubleshooting path. Ensure the customer understands the process and next steps before any financial transaction.

#TE00092429 — Resolved by Level 2

• What L1 saw: Customer couldn’t verify their Linksys account due to a non-functional verification link. L1 escalated after attempting to collect a screenshot and providing vague next steps.
• Why it escalated: The issue required Level 2 intervention for account verification and link regeneration.
• Related call chain: This was a follow-up; the initial call (LTS00092429) was escalated after L1 failed to resolve the verification issue and directed the customer to send a screenshot via email.
• What L2 did: L2 reviewed the screenshot, regenerated the verification link, and guided the customer through successful account verification and MX5300 node setup.
• Current state: Resolved — account verified and mesh network operational.
• L1 learning points:

1. When account verification fails, escalate early — Level 2 has tools to regenerate links and access account data.

2. Collect screenshots during the call — If possible, have the customer email or upload the screenshot directly to avoid delays.

3. Provide clear escalation timelines — Inform the customer of expected callback times (e.g., 24-48 hours) to manage expectations.

Coach Appendix

Weekly trend summary:

This week featured 38 calls with a resolution rate of 34%. Key technical accuracy gaps include misapplication of the 5-press pairing method on Velop devices and incorrect factory reset durations. Protocol adherence needs improvement, particularly around early model/serial collection and clear next-step communication. PCI compliance concerns were noted due to partial credit-card collection in several calls.

Recurring patterns to address in next coaching:

• Product family verification before recommending pairing/reset methods.
• Standardized reset durations per KB (10 seconds for most models).
• Clear escalation pathways for account verification and persistent connectivity issues.
• Empathy and call control during high-frustration calls (e.g., prolonged hold times, repeat contacts).

This Week's Calls