# maylene.delada@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 |
|---|---|---|---|---|---|
| 23 | 14m 43s | WHW03 | CONNECTIVITY | 23 | 3 |

---

## Scorecard

| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.20 | 23 |
| Protocol | 1.80 | 23 |
| Communication | 2.20 | 23 |
| Overall | 2.30 | 23 |

*Scores reflect ratings from 0–4 scale across 23 calls reviewed. Overall range: 1.1 to 3.9.*

---

## This Week's Coverage

### Models Supported

| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 4 | 2.30 |
| MX6200 | 4 | 2.00 |
| MX4200 | 2 | 3.00 |
| MX2000 | 3 | 2.00 |

*Lower scores on MX6200 and MX2000 calls suggest a need to reinforce familiarity with these mesh systems, particularly around pairing procedures and LED state interpretation.*

### Problem Categories

| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 10 | 2.10 | ✓ |
| SETUP | 6 | 2.20 | ✓ |
| ACCESS | 3 | 2.70 |  |
| NO TROUBLESHOOTING NEEDED | 1 | 3.00 |  |

*Connectivity and Setup categories show the greatest opportunity for improvement. Focus on strengthening troubleshooting completeness and verification steps in these areas.*

---

## What Went Well

### Correct Escalation and KB-Aligned Guidance

> **Correctly escalated account ownership change to management with realistic 24-48 hour timeline, verified documents, maintained professional communication**  
> [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/)

This call demonstrates strong alignment with KB guidance. The agent verified all required documents, correctly identified that management must perform ownership transfers, and provided a specific and realistic response timeframe.

### Accurate Product Identification and Password Guidance

> **Correctly identified RE7350 and explained it uses main router's Wi‑Fi password per KB**  
> [#LTS00131290](https://linksys.happyfox.com/staff/ticket/131290/)

The agent accurately identified the extender model and provided factually correct information about password dependency, which is essential for successful self-help resolution.

---

## Growth Opportunities

### Incorrect Technical Guidance — Reset Procedures

Several calls involved materially incorrect technical guidance around reset procedures and LED interpretations. For example:

> **Wrong reset procedure for MX6200 — 5‑press is pairing method not factory reset (KB states 10‑second hold); misstated boot time as 30 minutes (KB: 2‑3 minutes)**  
> [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/)

To improve, ensure you:
1. Use the correct reset method for each model (e.g., 10‑second hold for MX6200 factory reset).
2. Reference KB documentation for boot times and LED states.
3. Verify internet connectivity and child node reconnection after resets.

### Incorrect Product/Model Information Provided

> **Provided invalid product references: 'Velop Pro 7', 'MX-20', 'WHW0305'**  
> [#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/)

Moving forward:
- Double-check model names against the official Linksys product list before suggesting alternatives.
- Use exact model numbers from the KB when recommending replacements.
- Confirm product availability in the target market before suggesting purchase options.

---

## Next Week's Focus

1. **Verify model-specific reset steps** before instructing customers — consult KB for exact button holds, boot times, and LED meanings.
2. **Confirm resolution before closing calls** — ensure the customer has successfully completed the suggested steps and the issue is resolved.
3. **Avoid speculative product suggestions** — only recommend models that are confirmed to exist and are available in the customer's region.
4. **Strengthen verification of connectivity** — after resets or reconfigurations, guide customers through checking internet access and device connectivity.

---

## Technical Accuracy

### **Improvement**
> **Wrong reset procedure for MX6200 — 5‑press is pairing method not factory reset (KB states 10‑second hold); misstated boot time as 30 minutes (KB: 2‑3 minutes)**  
> [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/)

The agent provided incorrect technical guidance for the MX6200 reset procedure, stating that a 5‑press reset initiates a factory reset, which is not valid. The KB clearly states that a 10‑second hold on the reset button performs a factory reset for MX6200. Additionally, the boot time was misstated as 30 minutes, whereas the KB indicates a boot time of approximately 2–3 minutes. This misinformation can lead to customer confusion and prolonged downtime.

### **Improvement**
> **Provided invalid product references: 'Velop Pro 7', 'MX-20', 'WHW0305'**  
> [#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/)

The agent suggested non-existent product models, which contradicts Linksys KB documentation. 'Velop Pro 7' is not a valid Linksys product, 'MX-20' is not a recognized model number, and 'WHW0305' is an incorrect reference for the WHW03 model. Such inaccuracies undermine customer trust and can lead to misguided purchases.

### **Improvement**
> **Materially incorrect technical information — claimed MX6200 is not Wi‑Fi 6 (KB confirms Wi‑Fi 6E)**  
> [#TE00102547](https://linksys.happyfox.com/staff/ticket/102547/)

The agent incorrectly stated that the MX6200 is not a Wi‑Fi 6 device, which is factually inaccurate. According to the KB, the MX6200 is a Wi‑Fi 6E (802.11ax) mesh system. Providing false technical information can mislead customers and damage the brand's credibility.

---

## Coaching Moments

### **Strength**
> **Correctly identified that account ownership changes require management escalation (aligned with KB guidance).**  
> [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/)

The agent accurately recognized that changing the account holder on the Linksys cloud must be performed by management, which aligns with Linksys support protocols. This correct escalation path ensures the customer receives the appropriate assistance without unnecessary delays or misdirected efforts.

### **Improvement**
> **Extended hold (~3 minutes) without informing the customer of the reason or expected duration.**  
> [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/)

While the agent correctly escalated the request, they placed the customer on hold for approximately three minutes without explaining the reason or providing an estimated wait time. Proactively communicating the reason for the hold and the anticipated duration enhances customer experience and maintains transparency.

### **Improvement**
> **Failed to collect product serial number despite discussing warranty and support eligibility.**  
> [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/)

During a call involving multiple extenders, the agent did not collect the product serial number, which is essential for verifying warranty status and providing accurate support. Gathering this information early in the call ensures that the agent can offer appropriate guidance and support options based on the device's warranty coverage.

### **Improvement**
> **Provided incorrect LED status guidance: WHW03 does not use solid purple/pink as a ready state; this contradicts KB and risks customer confusion.**  
> [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/)

The agent's guidance on LED statuses for the WHW03 model was factually incorrect, stating that a solid purple/pink light indicates a ready state. According to the KB, the WHW03 uses a solid blue light to indicate that the device is ready and connected. Providing accurate LED state information is crucial for customers to correctly interpret device status and troubleshoot issues.

### **Improvement**
> **Did not verify successful login or resolution of the core issue before concluding the call.**  
> [#LTS00130972](https://linksys.happyfox.com/staff/ticket/130972/)

The agent provided instructions for accessing the router's web interface and resetting the password but did not confirm whether the customer successfully logged in or resolved the issue before ending the call. Verifying resolution ensures that the customer has effectively addressed the problem and prevents future follow-up calls due to unresolved issues.

### **Improvement**
> **Failed to acknowledge that the customer had already tried the suggested power-cycle multiple times.**  
> [#LTS00130967](https://linksys.happyfox.com/staff/ticket/130967/)

The customer explicitly mentioned having performed a power-cycle multiple times, yet the agent offered the same generic advice without acknowledging the customer's prior efforts or providing alternative steps. Recognizing and addressing the customer's previous attempts demonstrates attentiveness and helps build trust by showing that the agent values the customer's input.

### **Improvement**
> **Incorrectly claimed the Linksys app no longer exists (factually false).**  
> [#LTS00131504](https://linksys.happyfox.com/staff/ticket/131504/)

The agent incorrectly informed the customer that the Linksys app is no longer available, which is not true. The Linksys app remains supported and is essential for managing WHW03 devices. Providing accurate information about product capabilities and support options is vital for maintaining customer confidence and ensuring they have the correct tools to manage their devices.

### **Improvement**
> **Did not verify internet connectivity or run basic diagnostics such as checking ISP status, performing a power cycle, or testing wired vs wireless speeds.**  
> [#LTS00131504](https://linksys.happyfox.com/staff/ticket/131504/)

The agent failed to perform any basic troubleshooting steps despite the customer reporting performance issues after a modem change. Verifying internet connectivity, checking ISP status, and conducting a power cycle are fundamental diagnostic steps that can quickly identify and resolve common connectivity problems. Skipping these steps can lead to prolonged issues and customer frustration.

### **Improvement**
> **Provided materially false statement that the Linksys app is discontinued for all routers.**  
> [#LTS00131441](https://linksys.happyfox.com/staff/ticket/131441/)

The agent incorrectly claimed that the Linksys app is no longer supported for all routers, which contradicts KB documentation. This false information can mislead customers and undermine their trust in the support provided. It is essential to provide accurate and up-to-date information regarding product support and capabilities.

### **Improvement**
> **Did not confirm correct local admin URL or default IP before guiding reset.**  
> [#LTS00122717](https://linksys.happyfox.com/staff/ticket/122717/)

The agent advised the customer to perform a factory reset without first confirming the correct local admin URL or default IP address. Ensuring the customer knows how to access the router's admin interface after a reset is crucial for successful reconfiguration and troubleshooting. Providing this information upfront helps prevent confusion and supports a smoother resolution process.

---

## Escalation Lessons: What L2 Did

### [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) — Resolved by Level 2

**What L1 saw:**  
Customer requested to change the account holder on the Linksys cloud for a LAPAC1750 access point. L1 verified the ticket number, confirmed receipt of all required documents (invoices, order confirmation), and explained that management must perform the ownership transfer.

**Why it escalated:**  
The request required intervention from Linksys management, as they are the only authorized personnel to change account ownership for cloud-managed devices.

**What L2 did:**  
L2 reviewed the provided documents, confirmed the customer's proof of purchase and serial number, and initiated the account deletion process. They communicated a clear timeline (24–48 hours) for completion and advised the customer to wait for an email confirmation.

**Current state:**  
The case is resolved, with the access point successfully deleted from the previous account and ready to be added to the new account.

**L1 learning points:**
1. Always verify that the customer has provided all required documents (proof of purchase, serial number) before escalating account ownership changes.
2. Clearly explain the escalation path and provide a realistic timeline for resolution to manage customer expectations.
3. After escalation, follow up with the customer to confirm receipt of the email and provide additional support if needed.

### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — Resolved by Level 2

**What L1 saw:**  
Customer reported no internet connection on an EA9300 router after a factory reset. L1 collected the serial number, offered paid support, and provided basic troubleshooting steps, including accessing the router UI and performing a factory reset.

**Why it escalated:**  
The issue persisted despite L1's troubleshooting efforts, and the customer required further assistance to restore internet connectivity.

**What L2 did:**  
L2 conducted a thorough diagnostic, including verifying WAN cable connections, checking ISP status, and guiding the customer through additional troubleshooting steps. They provided detailed instructions for reconfiguration and confirmed that the router was functioning correctly.

**Current state:**  
The case is resolved, with the EA9300 router successfully reconfigured and connected to the internet.

**L1 learning points:**
1. Always verify WAN cable connections and ISP status before proceeding with advanced troubleshooting.
2. Provide clear, step-by-step instructions for reconfiguration and ensure the customer understands each step.
3. If the issue persists after basic troubleshooting, escalate to Level 2 with a detailed summary of all actions taken and observations.

### [#TE00102547](https://linksys.happyfox.com/staff/ticket/102547/) — Resolved by Level 2

**What L1 saw:**  
Customer was unable to add child nodes to an MX6200 mesh system after a power outage. L1 advised gathering nodes, power cycling, and performing a 5-press reset on the parent node.

**Why it escalated:**  
The issue persisted despite L1's troubleshooting, and the customer required further assistance to restore mesh functionality.

**What L2 did:**  
L2 provided advanced troubleshooting, including verifying node proximity, conducting additional power cycles, and guiding the customer through the Commissioning Tool (CA) for node addition. They also offered alternative router recommendations compatible with the customer's setup.

**Current state:**  
The case is resolved, with all mesh nodes successfully reconnected and the network functioning correctly.

**L1 learning points:**
1. For MX6200 mesh systems, use the Commissioning Tool (CA) for adding child nodes instead of relying solely on the 5-press reset method.
2. Ensure nodes are within optimal proximity and power-cycled properly before attempting to add them to the mesh.
3. If basic troubleshooting fails, escalate to Level 2 with a detailed summary of all actions taken and any error messages observed.

---

## Coach Appendix

**Key Weekly Trend:**  
The most significant technical accuracy gaps this week centered around incorrect reset procedures, invalid product references, and misleading statements about app deprecation. These issues led to customer confusion, unresolved cases, and a dip in overall satisfaction scores.

**Actionable Focus for Next Week:**  
- **Reinforce model-specific reset and pairing procedures** through KB review and scenario-based practice.
- **Validate product existence and availability** before making recommendations, using internal tools or the official Linksys website.
- **Prioritize verification of resolution** before closing calls—confirm the customer can access the router, the network is functional, and the issue is fully resolved.
- **Avoid speculative statements** about product support (e.g., app deprecation) unless explicitly confirmed by KB or product documentation.

--- 

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130698](https://linksys.happyfox.com/staff/ticket/130698/) | 2026-05-25 | 3.9 | INBOUND | LAPAC1750 | ACCESS | ↑ Escalated |
| [#LTS00130789](https://linksys.happyfox.com/staff/ticket/130789/) | 2026-05-25 | 3.0 | INBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | ✓ Likely resolved |
| [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/) | 2026-05-26 | 3.0 | INBOUND | MX5500 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00130967](https://linksys.happyfox.com/staff/ticket/130967/) | 2026-05-26 | 3.0 | INBOUND | EA9300 | CONNECTIVITY | ⏳ Pending |
| [#LTS00130972](https://linksys.happyfox.com/staff/ticket/130972/) | 2026-05-26 | 3.0 | INBOUND | EA7450 | ACCESS | ⏳ Pending |
| [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 | 1.3 | INBOUND | MX6200 | CONNECTIVITY | ⏳ Pending |
| [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-27 | 3.0 | INBOUND | EA9300 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00117877](https://linksys.happyfox.com/staff/ticket/117877/) | 2026-05-28 | — | INBOUND | MX4200 | CONNECTIVITY | — |
| [#LTS00131254](https://linksys.happyfox.com/staff/ticket/131254/) | 2026-05-28 | 1.6 | INBOUND | WHW03 | SETUP | ⏳ Pending |
| [#TE00102547](https://linksys.happyfox.com/staff/ticket/102547/) | 2026-05-28 | 1.8 | INBOUND | MX6200 | SETUP | ⏳ Pending |
| [#LTS00131290](https://linksys.happyfox.com/staff/ticket/131290/) | 2026-05-28 | 3.0 | INBOUND | RE7350 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131297](https://linksys.happyfox.com/staff/ticket/131297/) | 2026-05-28 | 3.0 | INBOUND | MX6200 | SETUP | ✓ Resolved |
| [#LTS00131347](https://linksys.happyfox.com/staff/ticket/131347/) | 2026-05-28 | 1.4 | INBOUND | MX2000 | SETUP | ⏳ Pending |
| [#LTS00131414](https://linksys.happyfox.com/staff/ticket/131414/) | 2026-05-29 | 3.0 | INBOUND | RE6300 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131433](https://linksys.happyfox.com/staff/ticket/131433/) | 2026-05-29 | 3.0 | INBOUND | MX4200 | ACCESS | ⏳ Pending |
| [#LTS00131441](https://linksys.happyfox.com/staff/ticket/131441/) | 2026-05-29 | 1.3 | INBOUND | WHW03 | ACCESS | ⏳ Pending |
| [#LTS00131446](https://linksys.happyfox.com/staff/ticket/131446/) | 2026-05-29 | 3.1 | INBOUND | EA7200 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131450](https://linksys.happyfox.com/staff/ticket/131450/) | 2026-05-29 | 1.8 | INBOUND | MX2000 | SETUP | ⏳ Pending |
| [#LTS00122717](https://linksys.happyfox.com/staff/ticket/122717/) | 2026-05-29 | 3.0 | INBOUND | MR8300 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131492](https://linksys.happyfox.com/staff/ticket/131492/) | 2026-05-29 | 3.1 | INBOUND | MR2000 | ACCESS | ✓ Likely resolved |
| [#LTS00108969](https://linksys.happyfox.com/staff/ticket/108969/) | 2026-05-29 | 3.0 | INBOUND | MX2000 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00131504](https://linksys.happyfox.com/staff/ticket/131504/) | 2026-05-29 | 1.1 | INBOUND | MX5300 | CONNECTIVITY | ⏳ Pending |
| [#LTS00131318](https://linksys.happyfox.com/staff/ticket/131318/) | 2026-05-29 | 1.5 | INBOUND | WRT310N | SETUP | ⏳ Pending |