# leo.lluisma@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 | |---|---|---|---|---|---| | 9 | 32m 06s | MX2000 | CONNECTIVITY | 9 | 0 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 1.89 | 9 | | Protocol | 2.00 | 9 | | Communication | 2.22 | 9 | | Overall | 2.14 | 9 | *Scores reflect ratings from 0–4 scale across 9 calls reviewed.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX2000 | 2 | 2.05 | | MX6200 | 2 | 2.45 | *Lower scores on MX2000 calls suggest a need to reinforce troubleshooting consistency for this model.* ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 4 | 1.68 | ✓ | | ACCESS | 2 | 1.60 | ✓ | | SETUP | 2 | 3.10 | | | NO TROUBLESHOOTING NEEDED | 1 | 3.20 | | *Connectivity and Access categories show the greatest need for improvement, with average scores below 2.0. Focus on these areas will have the most impact on overall performance.* --- ## What Went Well ### Technical Accuracy on Firmware Queries > “What is the latest version for the Linksys WRT 3200 ACM? … The current firmware is 108. Wait 1.0.8.199531.” > [#LTS00131139](https://linksys.happyfox.com/staff/ticket/131139/) *The agent correctly identified the WRT3200ACM model and provided the accurate latest firmware version (1.0.9) per the KB, clearly communicating the out-of-warranty status and offering a valid self-help path.* ### Successful Mesh Setup Guidance > “Mesh network configured locally; nodes added and showing solid white. Customer advised to monitor signal and adjust node placement if needed.” > [#LTS00131355](https://linksys.happyfox.com/staff/ticket/131355/) *The agent correctly pivoted to local setup via myrouter.info for an MX6200, guided the customer through resetting and pairing nodes, and confirmed node status (solid white), validating setup completion.* --- ## Growth Opportunities ### Improving Accuracy and Technical Guidance Several calls were impacted by inaccurate technical claims and incomplete troubleshooting. For example: > “The EA6350 is an end of support model and Linksys can no longer provide any assistance.” > [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) ***What better looks like:*** Before stating a product is end-of-support, verify its status in the KB. For the EA6350, standard password recovery procedures (router UI access, factory reset) are documented and should be offered. Always confirm model eligibility for support and provide actionable steps—even for older models.* ### Enhancing Troubleshooting Consistency > “No troubleshooting steps (power cycle, cable check, LED status, admin UI access) were performed despite clear symptom of no internet.” > [#LTS00131360](https://linksys.happyfox.com/staff/ticket/131360/) ***What better looks like:*** For connectivity issues, follow the standard troubleshooting flow: check power and cables, verify LED status, attempt admin UI access, and only then consider firmware or replacement. Document each step taken and the results to ensure a systematic approach and avoid premature conclusions.* --- ## Next Week's Focus 1. **Verify product support status before stating end-of-life** – Check the KB for each model’s current support status and available resources. 2. **Use the standard connectivity troubleshooting flow** – Power cycle, cable check, LED verification, and admin UI access should be attempted in sequence for any “no internet” report. 3. **Avoid unsafe external references** – Do not direct customers to unsupported sites (e.g., reddit.com). Instead, guide them to official Linksys resources or self-help tools. 4. **Confirm resolution before closing** – Ensure the customer can access the router UI, verify internet connectivity, and document next steps clearly. --- ## Technical Accuracy ### **Improvement** > Agent incorrectly claimed EA6350 is end-of-support and provided no troubleshooting steps (no router UI access, no factory reset guidance). KB confirms EA6350 is eligible for standard password recovery. > [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) ### **Improvement** > Agent directed customer to reddit.com (unsafe/unsupported), misidentified model as 'ETL link-on link 1200', falsely claimed support ended in 2015 for E1200. No troubleshooting performed. > [#LTS00128036](https://linksys.happyfox.com/staff/ticket/128036/) ### **Improvement** > Agent used incorrect admin URL (myrouter.info instead of http://[REDACTED_PHONE] or http://myrouter.local for MX6200), incorrect password guidance, failed to verify internet connectivity after nodes showed solid white LEDs. > [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/) ### **Improvement** > Agent provided wrong admin URL ([REDACTED_PHONE] instead of [REDACTED_PHONE] or myrouter.info for SPNM models), incorrectly stated default admin password is 'admin' (not valid for SPNM62), misinterpreted LED behavior guidance. > [#LTS00131173](https://linksys.happyfox.com/staff/ticket/131173/) ### **Improvement** > Agent performed zero troubleshooting, made false claim EA6400 has no firmware/is end-of-life (KB shows firmware available), directed to unsafe URL 'linkssystem.com' (correct is support.linksys.com), failed to check warranty after collecting serial. > [#LTS00131360](https://linksys.happyfox.com/staff/ticket/131360/) --- ## Coaching Moments ### **Strength** – Clear Communication of Out-of-Warranty Status > “Regarding the latest, you're asking about the latest firmware, right? Okay. Let me just double check if we still have that available on our website, okay? Hang on.” > [#LTS00131139](https://linksys.happyfox.com/staff/ticket/131139/) *The agent set clear expectations about the device’s out-of-warranty status and guided the customer toward self-help resources, avoiding pressure for paid support.* ### **Improvement** – Inconsistent Reset Duration Guidance > “Instructed customer to hold reset for '20 seconds' ([29:00]), then later implied 10 seconds ([31:00]), contradicting KB which specifies 10 seconds for MX6200 nodes.” > [#LTS00131355](https://linksys.happyfox.com/staff/ticket/131355/) *Providing inconsistent reset durations confuses customers and can lead to failed setups. Always reference the KB for exact reset times and communicate them clearly once.* --- ## Escalation Lessons: What L2 Did *No escalated cases were identified this week. All cases were resolved at Level 1 or documented as self-help. Continue to monitor for recurring issues that may benefit from escalation guidance.* --- ## Coach Appendix *This week’s most significant trend is a recurring pattern of inaccurate technical claims (end-of-support misstatements, incorrect URLs, unsafe site references) and inconsistent troubleshooting execution, particularly in connectivity and access cases. Focus next week on verifying product support status in the KB before any claims are made and on following the documented troubleshooting flow for connectivity issues. The two high-performing calls (WRT3200ACM firmware query and MX6200 mesh setup) demonstrate the agent’s capability when accurate information and structured troubleshooting are applied.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) | 2026-05-26 00:43:17+00:00 | 1.5 | INBOUND | EA6350 | ACCESS | Customer advised to use Linksys AI chat for password recovery steps or consider purchasing a new router. | | [#LTS00128036](https://linksys.happyfox.com/staff/ticket/128036/) | 2026-05-26 17:25:57+00:00 | 1.1 | INBOUND | MX2000 | CONNECTIVITY | Agent advised customer to purchase a new router; no troubleshooting, warranty check, or self-help resources provided despite KB availability. | | [#LTS00130995](https://linksys.happyfox.com/staff/ticket/130995/) | 2026-05-27 02:52:10+00:00 | 3.0 | INBOUND | EA3500 | CONNECTIVITY | Advised to connect to default Cisco SSID and re‑configure, or replace the router with a newer mesh system. Ticket #130‑995 logged. | | [#LTS00131139](https://linksys.happyfox.com/staff/ticket/131139/) | 2026-05-28 01:06:14+00:00 | 3.2 | INBOUND | WRT3200ACM | NO TROUBLESHOOTING NEEDED | Provided firmware version information; customer declined further assistance and opted for self-help via Linksys website. | | [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/) | 2026-05-28 01:21:47+00:00 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | Node reset and 5-press pairing completed; all nodes now show solid white. Customer instructed to wait 15 minutes for stabilization and then relocate nodes. Case number provided for follow-up. | | [#LTS00131173](https://linksys.happyfox.com/staff/ticket/131173/) | 2026-05-28 03:55:47+00:00 | 1.7 | OUTBOUND | MX2001SH | ACCESS | Agent placed customer on hold after incomplete reconfiguration, with no confirmation of success or follow-up plan. | | [#LTS00131355](https://linksys.happyfox.com/staff/ticket/131355/) | 2026-05-29 00:50:44+00:00 | 3.4 | INBOUND | MX6200 | SETUP | Mesh network configured locally; nodes added and showing solid white. Customer advised to monitor signal and adjust node placement if needed. | | [#LTS00131360](https://linksys.happyfox.com/staff/ticket/131360/) | 2026-05-29 02:12:49+00:00 | 1.1 | INBOUND | EA6400 | CONNECTIVITY | Agent advised customer to purchase a new router based on incorrect technical claims and without diagnostics or warranty verification. | | [#LTS00131362](https://linksys.happyfox.com/staff/ticket/131362/) | 2026-05-29 02:30:06+00:00 | 2.8 | INBOUND | MX2000 | SETUP | Internet connectivity restored; customer instructed to keep the new SSID/password and use the emailed KB article for future node additions. |