dorothybelle.oraiz@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 |
|---|---|---|---|---|---|
| 22 | 32m 3s | WHW03 | CONNECTIVITY | 22 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.68 | 22 |
| Protocol | 1.91 | 22 |
| Communication | 2.27 | 22 |
| Overall | 2.47 | 22 |
Scores reflect 22 calls reviewed. Overall range: 1.1 – 3.4.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 5 | 2.58 |
| MX4200 | 4 | 2.23 |
| EA6400 | 3 | 2.27 |
| MX8500 | 2 | 2.05 |
| MR6350 | 2 | 2.05 |
| MX2000 | 2 | 2.00 |
Low performance on MX4200 and MX8500 calls suggests a need for deeper familiarity with these mesh systems, especially around reset procedures and pairing methods.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 17 | 2.35 | ✓ |
| SETUP | 4 | 2.85 | |
| ACCESS | 1 | 1.50 | ✓ |
Connectivity issues dominate this week’s volume and show the lowest average scores, indicating this area requires the most attention. The single ACCESS call also scored low, suggesting potential gaps in handling account/linking problems.
What Went Well
Successful Mesh Node Re-Pairing
“Nodes are now solid white and functioning; customer advised to return them to original locations and monitor for stability.”
This call demonstrates effective troubleshooting: the agent guided the customer through resetting and re-pairing two Velop child nodes after a power outage, confirming solid white LED status and providing clear next steps.
Proper Escalation Handling
“Escalated to Level-2 technician for further analysis.”
The agent correctly escalated a complex access issue after gathering thorough customer information, obtaining consent, and documenting the case for Level‑2 review.
Growth Opportunities
Incorrect Reset Duration for Velop Devices
“I held the reset button for 20 seconds…”
What “good” looks like:
- Use the KB-recommended 10‑second reset for Velop (WHW/MX/MR) devices.
- Verify the device model before instructing resets to ensure model‑specific guidance.
- Confirm LED behavior after reset (solid purple = ready for setup) and guide the customer accordingly.
Unsupported 5-Press Pairing on Velop
“I performed a 5-press pairing on the parent node…”
What “good” looks like:
- Reserve 5‑press pairing for Cognitive Mesh devices (LN/MBE series) only; Velop devices require app‑based pairing.
- Confirm the device family before issuing pairing instructions.
- Walk the customer through app pairing (e.g., “Add Node” in the Linksys Smart Wi‑Fi app) for Velop mesh systems.
Next Week's Focus
- Master Velop reset and pairing flows – Practice the 10‑second reset and app‑based pairing for WHW03, MX4200, and MX8500 devices.
- Double‑check model numbers before giving hardware‑specific instructions – ask for the exact model and serial number early in the call.
- Validate LED states against KB – use solid purple (not red) to confirm successful reset on Velop devices.
- Reduce off‑topic conversation – stay focused on the reported issue and avoid unnecessary digressions that extend handle time.
Technical Accuracy
Improvement
No transcript quote provided
Incorrect reset duration: Agent instructed 20‑second reset on Velop (WHW03, MX4200, MX8500) when KB specifies 10 seconds. Multiple calls show this error.
Improvement
No transcript quote provided
Unsupported 5‑press pairing: Agent applied 5‑press method to Velop (WHW03, MX4200, MX8500) which is only valid for Cognitive Mesh (LN/MBE) per KB. This method failed in multiple calls.
Improvement
No transcript quote provided
Wrong default admin password: Agent provided 'admin' as default password for MR6350; correct default is the Wi‑Fi password printed on the label per KB.
Improvement
No transcript quote provided
Incorrect LED interpretation: Agent claimed solid green indicates connection, contradicting KB (solid white = connected for Velop). Also misidentified red LED meaning on WHW03.
Improvement
No transcript quote provided
Incorrect registration URL: Provided 'register.Linxies.com' and 'Linksiscs.com' which are not valid KB URLs. Security risk.
Coaching Moments
Strength
Clear escalation path and consent
“Escalated to Level-2 technician for further analysis.”
The agent followed protocol by gathering complete customer information, explaining the escalation reason, and obtaining explicit consent before transferring the case.
Improvement
Avoid premature paid support offers
“Unfortunately, your model is no longer under warranty. But we do offer paid support. Is it okay if I charge $60 for a phone session?”
Offering paid support immediately—without verifying eligibility, checking warranty status, or attempting basic troubleshooting—undermines trust and misses opportunities for self-help or free resolution paths.
Improvement
Collect essential device details upfront
“Can you please verify what is your um phone number okay all right and what device…”
The agent failed to collect the model number, serial number, and warranty status early in the call, leading to inefficient troubleshooting and confusion later on.
Escalation Lessons: What L2 Did
#TE00131348 — Resolved by Level 2
| What L1 saw: | Customer unable to access specific websites (e.g., own Bluehost site) through MX4200 mesh; works via ISP router. Intermittent hangs and slow loads. |
|---|---|
| Why it escalated: | L1 applied incorrect troubleshooting (20‑second reset, 5‑press pairing, disabled IPv6 without justification) and could not resolve the issue. |
| Related call chain: | This was the initial L1 contact. Subsequent calls (outbound callbacks) attempted to collect serial numbers but failed to resolve the issue, leading to escalation. |
| What L2 did: | L2 reviewed the case, performed targeted diagnostics (e.g., DNS checks, gateway tests, ISP handoff verification), and likely re‑configured network settings or advised ISP coordination. The ticket was marked “Resolved” after L2 intervention. |
| Current state: | Resolved by Level 2. |
| L1 learning points: | 1. Collect model, serial, and firmware version early. 2. Use model‑specific reset (10 s for Velop) and avoid 5‑press pairing on Velop devices. 3. Validate basic connectivity (e.g., ping to ISP gateway) before disabling IPv6 or making advanced changes. 4. Document troubleshooting steps clearly for L2 handoff. |
Coach Appendix
Weekly trend: The most recurring technical errors involve incorrect reset durations (20 s vs. KB-specified 10 s for Velop) and misapplication of the 5‑press pairing method to Velop devices. These issues appear across multiple high-impact calls, especially in the CONNECTIVITY category, which also shows the lowest average scores. Focus next week on reinforcing model‑specific reset and pairing procedures, and ensure LED state interpretation aligns with KB definitions.