paulo.real@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect QA ratings from 14 calls reviewed. Overall scores range from 1.0 to 3.6 this week.

This Week's Coverage

Models Supported

Low performance on MX6200 and MR6350 suggests a need for focused review on these models’ setup and troubleshooting flows.

Problem Categories

Connectivity and Access issues are driving the low average scores. These categories need prioritized coaching to improve outcomes.

What Went Well

Strength: Accurate technical diagnosis of network topology issues

Evidence: Agent correctly identified that a switch cannot provide internet sharing when connected directly to a plain ONT (Nokia G240G-A) and advised adding a router to enable multi-device connectivity.

#LTS00131520

Strength: Correct guidance on discontinued remote access feature

Evidence: Agent correctly informed customer that remote cloud access (Smart Wi‑Fi) has been discontinued and provided local-access URL (myrouter.info) as alternative.

#TE00131076

Growth Opportunities

Improvement: Incorrect reset duration instruction contradicts KB guidance

Evidence: Agent instructed a 1-minute reset on WHW01, contradicting KB guidance of 10-15 seconds for mesh nodes. Also misinterpreted solid-blue LED as failure when KB states it means 'ready for setup'.

#TE00130941

What “good” looks like:

• Always follow KB-specified reset durations (10-15 seconds for mesh nodes).
• Interpret LED states according to KB: solid blue = ready for setup, not failure.
• Validate LED behavior after reset before concluding hardware fault.

Improvement: Incorrect pairing method for MX2000 Velop devices

Evidence: Agent used 5-press pairing method on MX2000, which is not appropriate for MX2000 Velop devices. KB specifies using Pair button or admin UI for this model.

#TE00130794

What “good” looks like:

• Use the Pair button or admin UI for MX2000 Velop pairing, not the 5-press method.
• Confirm pairing success via app or admin UI before proceeding.
• Reference KB articles specific to the device model during troubleshooting.

Next Week's Focus

1. Verify reset durations: Before instructing any reset, confirm the exact duration in the KB for the specific model (e.g., 10-15 seconds for mesh nodes).
2. Use model-specific pairing methods: For MX2000 Velop devices, use the Pair button or admin UI; avoid the 5-press method.
3. Interpret LEDs using KB definitions: Solid blue = ready for setup; blinking blue = attempting to connect; solid magenta = hardware fault.
4. Collect and verify product details: Always capture model, serial number, and warranty status early in the call to guide appropriate troubleshooting and escalation paths.

Technical Accuracy

Improvement

Evidence: Incorrect reset duration: Agent instructed 1-minute reset on WHW01 (call ccacbbb6), contradicting KB guidance of 10-15 seconds for mesh nodes. Also misinterpreted solid-blue LED as failure when KB states it means 'ready for setup'.

#TE00130941

Improvement

Evidence: Incorrect pairing method: Agent used 5-press pairing method on MX2000 (call 056d0364), which is not appropriate for MX2000 Velop devices. KB specifies using Pair button or admin UI for this model.

#TE00130794

Improvement

Evidence: Multiple technical errors on EA8300 (call b0145220): Provided wrong LED guidance (front logo should be solid white when online, not green/blue/amber as stated), directed customer to invalid URL 'line in smart.Wi-Fi.com' instead of https://linksyssmartwifi.com, and sent follow-up email to 'digital.com' instead of customer's confirmed email.

#LTS00131530

Improvement

Evidence: Incorrect reset and premature hardware conclusion on MR6350 (call 434b0902): Agent performed 1-minute reset (contradicting KB 10-15 seconds) and concluded hardware failure without validating basic troubleshooting steps. Also made false statement that out-of-warranty devices receive no support.

#LTS00131171

Strength

Evidence: Accurate diagnosis on SE3005 (call 336fa2c4): Agent correctly identified that a switch cannot provide internet sharing when connected directly to a plain ONT (Nokia G240G-A), and provided technically correct solution to add a router for multi-device connectivity. Accuracy score 5.

#LTS00131520

Coaching Moments

Strength

Transcript: "I see. Okay, yeah, so for this one, can I place this call? No, sorry, just give me a total of three minutes. I just have to verify, sir, because as far as I'm concerned, sir, yeah, the Linksys, like, they already stopped the Linksys SmartWifi.com, sir, I believe the link is already, uh, I believe the link is, uh, take down the link to SmartWiFi cloud access. But let me just verify..."

Note: Agent correctly informed customer that remote cloud access (Smart Wi‑Fi) has been discontinued and provided local-access URL (myrouter.info) as alternative.

#TE00131076

Improvement

Transcript: "Okay, so yeah, so for this one, can I place this call? No, sorry, just give me a total of three minutes. I just have to verify, sir, because as far as I'm concerned, sir, yeah, the Linksys, like, they already stopped the Linksys SmartWifi.com, sir, I believe the link is already, uh, I believe the link is, uh, take down the link to SmartWiFi cloud access."

Note: While correctly stating the discontinuation of remote access, the agent placed the customer on hold for an extended period (~5 minutes) without status updates or explanation, impacting communication efficiency.

#TE00131076

Escalation Lessons: What L2 Did

#TE00130648 — Resolved by Level 2

• What L1 saw: New E5400 router, customer unable to get online after ISP placed modem in bridge mode.
• Why it escalated: L1 failed to verify WAN status, firmware version, or signal strength; provided incorrect remote session and missing admin URL.
• Related call chain: Initial L1 attempt resulted in abandoned_or_vague closure; L2 successfully configured router, updated Wi‑Fi SSID/password, and verified internet speed.
• What L2 did: Confirmed modem bridge mode, guided physical wiring (modem→WAN, computer→LAN), changed Wi‑Fi settings via admin UI, and performed speed test (~95 Mbps).
• Current state: Resolved.
• L1 learning points:

1. Verify WAN/internet status before proceeding with router setup.

2. Provide router admin URL (http://[REDACTED_PHONE] or http://myrouter.local) during configuration.

3. Collect serial number and verify warranty status for hardware setup calls.

#TE00130941 — Resolved by Level 2

• What L1 saw: WHW01 mesh node staying solid blue, customer unable to add node.
• Why it escalated: L1 misinterpreted solid-blue LED as failure (KB states it means 'ready for setup'), instructed incorrect 1-minute reset (KB: 10-15 seconds), and skipped pairing steps.
• Related call chain: L1 incorrectly closed ticket as defective; L2 clarified LED meaning, guided correct reset, and verified node pairing.
• What L2 did: Explained solid blue = setup-ready, performed correct 10-15 second reset, guided pairing via Pair button, and confirmed successful addition.
• Current state: Resolved.
• L1 learning points:

1. Interpret LED states per KB: solid blue = ready for setup.

2. Use correct reset duration (10-15 seconds) for mesh nodes.

3. Follow model-specific pairing procedures (Pair button for WHW01).

#TE00130794 — Resolved by Level 2

• What L1 saw: MX2000 child node solid magenta, refusing to add.

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.

• Related call chain: L1 attempted multiple resets without success; L2 clarified pairing method, verified mesh topology, and guided successful addition.
• What L2 did: Confirmed MX2000 pairing via Pair button, verified parent node status, and guided child node addition through admin UI.
• Current state: Resolved.
• L1 learning points:

1. Use Pair button or admin UI for MX2000 Velop pairing, not 5-press.

2. Verify mesh topology and parent node status before troubleshooting child nodes.

3. Provide clear, step-by-step instructions aligned with KB for Velop devices.

Coach Appendix

High-level trend: Protocol compliance remains low (avg 1.6), driven by missing warranty/serial collection, unsupported remote sessions, and brand misstatements. Focus next week on strict protocol adherence—collect model/serial early, avoid remote tools, and use correct brand naming. Connectivity issues dominate (7 calls, avg overall 1.9); prioritize structured troubleshooting for these cases, especially verifying WAN status and LED interpretation per KB.

This Week's Calls