mikaelhjoshua.anasco@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

26 calls reviewed. Overall score range: 1.1 – 4.5.

This Week's Coverage

Models Supported

Low performance on SPNM60CF and MX2000 calls suggests a need for deeper familiarity with these models’ setup and troubleshooting flows.

Problem Categories

Connectivity and Setup categories show the greatest need for improvement, with average scores below 2.0. These areas should be prioritized for skill-building next week.

What Went Well

Successful Password Reset Resolution

“I’ve been trying to reset her password on the Linksy app for the last two days. Every time I click on the reset link that you send via email, it tells me that the email is either invalid or out of date.”

Resolution: Guided the customer to uninstall/reinstall the app and use the router admin password with the five-digit recovery key printed on the parent node. The customer confirmed successful login.

Ticket: #LTS00131198

Effective Escalation Protocol

Multiple calls were correctly escalated to L2 support with clear callback windows when technical resolution was not achievable:

• #TE00123101 — Escalated for full mesh rebuild and WAN diagnostics.
• #TE00130712 — Escalated with scheduled callback.
• #TE00037591 — Escalated to L2 support with callback guidance.

Growth Opportunities

Incorrect Product/Process Guidance

Several calls contained materially incorrect technical guidance, including:

• Referring to the “Linux app” instead of the Linksys app.

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.

• Providing wrong default admin credentials (e.g., admin/admin for SPNM60).

“The agent incorrectly declared the node reconfigured and functioning without validation.”

Ticket: #LTS00130704

What “good” looks like:

• Confirm product model before issuing model-specific instructions.
• Use KB-verified reset procedures (e.g., 10-second hold for Velop devices).
• Provide accurate default credentials (Wi‑Fi password as admin password for SPNM/LN series).

Failure to Verify Product Model Before Troubleshooting

Calls such as #7a58e5e6-5810-11f1-8d2b-42010a62006f and #57070c16-59ba-11f1-8d2b-42010a62006f show the agent failing to confirm the product model before providing troubleshooting steps, leading to ambiguous instructions and potential misdiagnosis.

What “good” looks like:

• Always ask for and verify the exact product model and serial number early in the call.
• Use model-specific KB articles to guide troubleshooting.
• Avoid generic steps that may not apply to the customer’s device.

Next Week's Focus

1. Model Verification First – Begin every call by confirming the exact product model and serial number before proceeding with any troubleshooting.
2. KB Reference for Reset Procedures – Review and memorize model-specific reset instructions (e.g., 10-second hold for Velop, 5-press for Cognitive Mesh only).
3. Accurate Credential Guidance – Clarify default admin credentials for each product family (e.g., Wi‑Fi password for SPNM/LN, admin/admin for MR series).
4. LED State Interpretation – Re-familiarize with product-specific LED meanings to avoid misinterpretation (e.g., solid purple = ready for MX4200, not pink).

Technical Accuracy

Improvement

Incorrect LED interpretation and reset method applied to MX4200 Velop router. Claimed solid pink indicates “ready for setup” (should be solid purple) and used 5-press reset (invalid; correct is 10-second hold).

“The agent misinterpreted pink LED as ready state and falsely declared reconfiguration successful.”

Ticket: #LTS00130704

Improvement

Provided incorrect default admin credentials (admin/admin) for SPNM60, contradicting KB which states default is the Wi‑Fi password printed on the label. Also falsely claimed SPNM60 is not compatible with the Linksys app.

“Educated the customer that the SPNM60CF isn’t compatible with the Linksys app.”

Ticket: #LTS00130844

Improvement

Provided wrong default login credentials (suggested “retaradmin” as password) and used mesh node pairing methods (5‑press) for a basic router setup (MR20EC). Mixed up URLs (myrouter.local, myrouter.info).

“I instructed the customer to use ‘retaradmin’ as the password and apply the 5‑press reset method.”

Ticket: #LTS00131036

Improvement

Incorrectly stated that cognitive‑mesh must always remain the parent node and that MX2000 nodes cannot be used as a primary router in mixed topology. KB explicitly supports MX‑series as parent even with cognitive‑mesh extenders.

“Your parent node, or your main router uses cognitive Mesh Network or Mesh technology. So that's the reason why, sir, ah this one cannot be set up as a parent node.”

Ticket: #TE00123101

Strength

Correctly identified root cause: discontinued Linksys Smart Wi‑Fi remote access. Guided customer to uninstall/reinstall app and use router admin password with five‑digit recovery key printed on parent node. Confirmed successful login.

“I guided the customer to use the router admin password and the five-digit recovery key printed on the parent node to reset the app password.”

Ticket: #LTS00131198

Coaching Moments

Strength – Successful Password Reset

“I’ve been trying to reset her password on the Linksy app for the last two days. Every time I click on the reset link that you send via email, it tells me that the email is either invalid or out of date.”

Note: Agent correctly identified discontinued Linksys Smart Wi‑Fi remote access, guided the customer through app reinstall and recovery key method, and confirmed successful login.

Ticket: #LTS00131198

Improvement – LED Misinterpretation and Invalid Reset

“The agent misinterpreted pink LED as ready state and falsely declared node reconfiguration successful.”

Note: Applied 5‑press reset method to MX4200 Velop router, which is invalid; correct method is a 10‑second hold. Misinterpreted solid pink LED as ready (should be solid purple).

Ticket: #LTS00130704

Improvement – Incorrect Default Credentials

“Educated the customer that the SPNM60CF isn’t compatible with the Linksys app.”

Note: Provided incorrect default admin credentials (admin/admin) for SPNM60, contradicting KB which states default is the Wi‑Fi password printed on the label. Falsely claimed incompatibility with Linksys app.

Ticket: #LTS00130844

Improvement – Wrong Login Guidance and URL Confusion

“I instructed the customer to use ‘retaradmin’ as the password and apply the 5‑press reset method.”

Note: Provided wrong default login credentials and used mesh node pairing methods (5‑press) for a basic router setup (MR20EC). Mixed up URLs (myrouter.local, myrouter.info).

Ticket: #LTS00131036

Improvement – Incorrect Compatibility Statement

“Your parent node, or your main router uses cognitive Mesh Network or Mesh technology. So that's the reason why, sir, ah this one cannot be set up as a parent node.”

Note: Incorrectly stated that cognitive‑mesh must always remain the parent node and that MX2000 nodes cannot be used as a primary router in mixed topology. KB explicitly supports MX‑series as parent even with cognitive‑mesh extenders.

Ticket: #TE00123101

Escalation Lessons: What L2 Did

#TE00128992 — Resolved by Level 2

• What L1 saw: Multiple mesh nodes flashing red and not connecting to each other, causing loss of Wi‑Fi for thermostat, hot water, and security cameras.
• Why it escalated: L1 failed to confirm product model, provided incorrect guidance (e.g., “Linux app”), and did not validate WAN connectivity before troubleshooting nodes.
• Related call chain: This was the third contact for the same issue; previous L1 attempts resulted in abandoned or vague closures.
• What L2 did: Remote accessed the UI, turned off node steering, verified signal strengths, and confirmed nodes were connecting to the farthest instead of the closest. Performed a full mesh rebuild and validated connectivity.
• Current state: Resolved.
• L1 learning points:

1. Always confirm product model and serial number before troubleshooting mesh nodes.

2. Verify WAN/internet status on the parent router before troubleshooting child nodes.

3. Use the channel-finder tool and signal strength checks to identify optimal node placement.

#TE00130712 — Resolved by Level 2

• What L1 saw: Parent node (WHW03) solid red LED, no internet connectivity after modem upgrade.
• Why it escalated: L1 provided incorrect technical guidance (e.g., “solid pink/purple” LED states), used wrong reset procedure, and failed to validate modem connectivity.
• Related call chain: This was a follow-up after an earlier callback set by L1; the customer was still unable to connect.
• What L2 did: Guided the customer through a wired modem test, confirmed internet access, and performed a full mesh rebuild using the correct 10-second reset method.
• Current state: Resolved.
• L1 learning points:

1. Do not reference non-existent LED states (e.g., solid pink/purple).

2. Use the correct 10-second reset method for WHW03 Velop devices.

3. Always verify modem connectivity via a wired device before troubleshooting mesh nodes.

#LTS00130844 — Resolved by Level 2

• What L1 saw: Customer unable to log into the Linksys app on SPNM60CF router.
• Why it escalated: L1 incorrectly stated the router is not compatible with the Linksys app and provided wrong default credentials.
• Related call chain: Single contact; L1 closed the case without resolution.
• What L2 did: Explained that SPNM60CF supports limited app functionality and guided the customer to use the Wi‑Fi password as the admin password and access the web UI at http://myrouter.info.
• Current state: Resolved.
• L1 learning points:

1. SPNM60CF routers are compatible with the Linksys app for limited functionality.

2. Default admin credentials for SPNM devices are the Wi‑Fi password printed on the label, not admin/admin.

3. Always provide the correct web UI URL (http://myrouter.info) for local management.

#LTS00131011 — Resolved by Level 2

• What L1 saw: Customer unable to use parental controls on SPNM60TB router; Linksys app crashes.
• Why it escalated: L1 did not confirm product model and provided vague guidance.
• Related call chain: Single contact; L1 advised customer to contact ISP.
• What L2 did: Explained that SPNM60TB only offers limited “Instant Safety” blocking and guided the customer through web UI configuration.
• Current state: Resolved.
• L1 learning points:

1. Confirm product model before discussing feature compatibility.

2. SPNM routers do not support full parental controls via the Linksys app; use the web UI for limited “Instant Safety” features.

3. Provide clear, model-specific guidance instead of generic referrals.

#TE00123101 — Resolved by Level 2

• What L1 saw: Mesh nodes flashing red/blue, devices connecting to Wi‑Fi but with no internet.
• Why it escalated: L1 failed to collect product model/serial, provided incorrect LED interpretations, and gave wrong reset duration.
• Related call chain: Multiple contacts; L1 attempted resets and channel-finder but issue persisted.
• What L2 did: Performed a full mesh rebuild, adjusted WAN settings, and verified internet connectivity on each node.
• Current state: Resolved.
• L1 learning points:

1. Always collect product model and serial number before troubleshooting.

2. Use model-specific reset procedures (e.g., 10-second hold for MX/LN series).

3. Validate internet connectivity on the parent node before troubleshooting child nodes.

#TE00037591 — Resolved by Level 2

• What L1 saw: Parent node MX2000 showing solid red LED, no internet; child nodes not connecting.
• Why it escalated: L1 misdiagnosed a working PC connection as invalid and provided incorrect technical guidance (5-press reset on Velop node).
• Related call chain: Multiple contacts; L1 collected payment but failed to resolve the issue.
• What L2 did: Guided the customer through a proper factory reset, verified LED states, and confirmed internet connectivity after reboot.
• Current state: Resolved.
• L1 learning points:

1. Do not apply 5-press reset to Velop devices; use the 10-second method.

2. Verify LED states against KB documentation (solid purple = ready, not pink).

3. Confirm internet connectivity after each troubleshooting step before declaring resolution.

Coach Appendix

Weekly Trend Summary:

The agent’s week was marked by frequent failures to verify product models before providing troubleshooting steps, leading to incorrect guidance (e.g., 5-press reset on unsupported models, misinterpretation of LED states, and wrong default credentials). While escalation protocols were generally followed, the root cause often lay in missing model-specific validation and KB reference. Focus for next week should be on strict model verification and reviewing model-specific troubleshooting flows.

Key Patterns to Address:

• Model Verification Omission: In multiple calls, the agent proceeded with troubleshooting without confirming the exact product model, resulting in incorrect instructions.
• LED State Misinterpretation: Repeated references to non-existent LED states (solid pink, solid blue) indicate a need to review product-specific LED documentation.
• Default Credential Confusion: Providing admin/admin as default credentials for SPNM/LN series contradicts KB and led to failed logins.
• 5-Press Reset Misapplication: This method was incorrectly used on MX4200 and other non-Cognitive Mesh models, where the 10-second reset is appropriate.

These patterns are evident across the calls listed in the “Technical Accuracy” and “Coaching Moments” sections and should guide the next coaching conversation.

This Week's Calls