# riojene.ladera@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 | |---|---|---|---|---|---| | 31 | 17m 10s | MX6200 | CONNECTIVITY | 29 | 2 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |-------------|-----------|----------------| | Accuracy | 2.20 | 31 | | Protocol | 1.80 | 31 | | Communication | 2.10 | 31 | | Overall | 2.20 | 31 | *Scores reflect a week of 31 calls reviewed, with overall scores ranging from 1.2 to 3.3.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---------|-------|-----------| | MX6200 | 6 | 2.27 | | WHW03 | 3 | 2.00 | | MX2000 | 3 | 3.10 | | MX5500 | 2 | 1.60 | | E2500 | 2 | 2.10 | | E8450 | 2 | 2.15 | | MR7350 | 2 | 1.30 | **Note:** Lower scores on MX5500 and MR7350 calls suggest a need for additional familiarity with these models’ troubleshooting flows. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |--------------|-------|-----------|-------------| | CONNECTIVITY | 13 | 1.85 | ✓ | | SETUP | 9 | 2.56 | | | ACCESS | 5 | 2.00 | ✓ | | CONFIGURATION| 3 | 2.50 | | | HARDWARE | 1 | 3.00 | | **Focus Areas:** - **CONNECTIVITY** and **ACCESS** categories show lower average scores (1.85 and 2.00). These suggest opportunities to strengthen triage and resolution steps for connectivity and access issues. - Review KB articles and internal guides for these categories to reinforce best practices. --- ## What Went Well ### Successful Mesh Node Pairing Using 5-Press Method > Agent correctly applied the 5-press pairing method on the MX6200 parent node, resulting in a solid white LED and successful mesh re-integration. This approach aligns with KB guidance for Velop Intelligent Mesh devices. [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) | [#LTS00131430](https://linksys.happyfox.com/staff/ticket/131430/) ### Accurate Router Admin Password Recovery Guidance > Agent accurately guided the customer through resetting the router admin password using the recovery key displayed on the device, following KB procedures. This provided a clear, actionable path for the customer to regain access. [#LTS00084558](https://linksys.happyfox.com/staff/ticket/84558/) --- ## Growth Opportunities ### Protocol Compliance — Critical Information Not Collected > In several calls, the agent began troubleshooting without collecting the product model or serial number, which is a core protocol requirement. This omission delayed accurate guidance and impacted resolution efficiency. **Next step:** Always confirm the product model and serial number **before** initiating any troubleshooting steps. Use the IVR prompt and early call script to ensure this information is captured. ### Technical Accuracy — Incorrect Product Specifications > The agent provided factually incorrect technical information in multiple calls, including claiming the EA7500 supports Wi‑Fi 7 (it does not), stating an MX5500 has a 2.5 G WAN port (it does not), and giving an impossible gateway value (0.255) for MR7350 configuration. These errors undermined trust and created confusion. **Next step:** Verify all product specifications against the KB before stating them. When in doubt, refer to the official product datasheets or internal resources. --- ## Next Week's Focus 1. **Model/Serial Collection First:** Make it a non-negotiable habit to collect the product model and serial number in the first 2–3 minutes of every call. Use the script prompt: _“To get you the most accurate help, could you please share the model and serial number of your Linksys device?”_ 2. **Validate Technical Claims:** Before stating any product specification or configuration step, cross-reference the KB or official documentation. If unsure, say, _“Let me check that for you”_ and return with verified information. 3. **Connectivity Triage:** For connectivity issues, systematically verify WAN status, LED indicators, and basic connectivity (e.g., power cycle, cable check) before moving to advanced steps. Document findings clearly in the case notes. 4. **Clear Next Steps:** After guiding a customer through troubleshooting, always confirm the outcome and provide a clear next step—whether it’s a callback, self-help email, or escalation. --- ## Technical Accuracy **Strength** - **MX6200 Mesh Pairing:** Correctly applied the 5-press pairing method on the parent node, resulting in solid white LED and successful mesh re-integration. This aligns with KB guidance for Velop Intelligent Mesh. [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) **Improvement** - **EA7500 Misinformation:** Claimed the EA7500 supports Wi‑Fi 7 (it is Wi‑Fi 5) and provided contradictory warranty statements. This created confusion and misinformation. [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) - **MR6350 Band Separation:** Failed to provide immediate, actionable guidance for separating the 2.4 GHz band despite the feature being supported and documented in the KB. Focused on warranty/paid-support options instead. [#LTS00130916](https://linksys.happyfox.com/staff/ticket/130916/) - **MX6200 Reset Duration:** Instructed a 20-second reset (KB specifies 15 seconds) and advised a 5-press reset sequence, which is not valid for MX6200 recovery. [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) - **E5400 Password Length:** Stated Wi‑Fi passwords have a maximum of 16 characters, contradicting WPA2/WPA3 standards (max 63 characters). Also collected full card details over an unsecured channel without PCI compliance confirmation. [#LTS00131047](https://linksys.happyfox.com/staff/ticket/131047/) --- ## Coaching Moments **Strength** - **Accurate Password Recovery Guidance:** > _“To reset your router admin password, locate the recovery key displayed on the device and use it to log in. After logging in, you can change the password to something new.”_ [#LTS00084558](https://linksys.happyfox.com/staff/ticket/84558/) **Improvement** - **Missing Model/Serial Collection:** > _“I understand you’re having trouble, but to give you the best help, I need to confirm the model and serial number of your Linksys device.”_ [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) - **Incorrect Technical Claim — EA7500 Wi‑Fi 7:** > _“Your EA7500 supports Wi‑Fi 7, which is why you’re experiencing these issues.”_ [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) - **Incorrect MX5500 WAN Port Specification:** > _“The MX5500 has a 2.5 G WAN port, which may be limiting your speed.”_ [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) - **Impossible MR7350 Gateway Value:** > _“Set the gateway to 0.255 for bridge mode configuration.”_ [#LTS00131281](https://linksys.happyfox.com/staff/ticket/131281/) --- ## Escalation Lessons: What L2 Did ### [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) — Resolved by Level 2 - **What L1 saw:** Customer reported no internet connectivity on a WHW01 mesh system; all nodes showed solid red LEDs. L1 attempted basic troubleshooting (power cycle, reset) but did not validate WAN connectivity or gather serial number/warranty details. - **Why it escalated:** L1 offered paid support or an email with steps without attempting safe, basic triage appropriate for out-of-warranty devices. The case was escalated after L1 failed to recognize the need for hardware verification. - **Related call chain:** This was a repeat contact; an earlier call (by a different agent) was closed incorrectly after an ISP referral, leaving the issue unresolved. - **What L2 did:** L2 verified hardware status, confirmed the nodes were defective, and processed a pro-rated refund after validating the order and customer details. L2 also provided clear expectations and documentation for the return process. - **Current state:** Resolved with a pro-rated refund and return instructions. - **L1 learning points:** 1. Always verify WAN connectivity and gather serial number/warranty status before offering paid support. 2. For solid red LEDs on all nodes, perform a thorough diagnostic (LED check, reset, WAN cable verification) before escalating. 3. Document all troubleshooting steps and customer responses to avoid repeat contacts and ensure clear handoff to L2. ### [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) — Pending with Level 2 - **What L1 saw:** Customer reported an MX6200 parent node with a pulsing blue LED, indicating an unstable boot cycle. L1 performed multiple resets and a 5-press sequence without validating WAN connectivity or collecting serial/warranty details. - **Why it escalated:** L1 advised an unsupported 5-press reset sequence for MX6200 and provided incorrect reset duration (20 seconds vs. KB’s 15 seconds). The case was escalated due to lack of progress and unresolved hardware symptoms. - **Related call chain:** Multiple calls from the same customer, indicating a persistent issue. Earlier calls were handled by different agents, some of which were closed incorrectly or vaguely. - **What L2 did:** L2 reviewed the case, confirmed the node was defective, and initiated a return process for a pro-rated refund. L2 also documented the need for hardware replacement and provided the customer with clear return instructions. - **Current state:** Pending — awaiting customer return and pro-rated refund processing. - **L1 learning points:** 1. Verify WAN connectivity and collect serial number/warranty status before initiating resets. 2. Use the correct reset duration (15 seconds for MX6200) and avoid unsupported methods like the 5-press sequence for recovery. 3. If troubleshooting fails, escalate with a clear summary of steps taken, symptoms observed, and any hardware concerns. --- ## Coach Appendix - **Weekly Trend:** Protocol compliance remains a significant challenge, with over 10 calls failing to collect model/serial numbers before troubleshooting. This impacts accuracy and efficiency. Focus on reinforcing this foundational step. - **Key Pattern:** Technical inaccuracies (e.g., product specs, reset procedures) are recurring, particularly around MX and WHW series devices. Reinforce verification against KB before providing guidance. - **Evidence:** The data shows connectivity issues (13 calls) with lower scores (avg 1.85), indicating a need for more rigorous triage and troubleshooting in this category. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) | 2026-05-26 | 3.00 | INBOUND | EA7500 | CONNECTIVITY | Closed with self-help | | [#LTS00130916](https://linksys.happyfox.com/staff/ticket/130916/) | 2026-05-26 | 3.00 | INBOUND | MR6350 | CONFIGURATION | Closed with self-help | | [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) | 2026-05-26 | 1.50 | INBOUND | WHW01 | CONNECTIVITY | Abandoned or vague | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-26 | 3.00 | INBOUND | MX6200 | HARDWARE | Escalated correctly | | [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) | 2026-05-27 | 3.00 | OUTBOUND | MX6200 | SETUP | Closed with self-help | | [#LTS00084558](https://linksys.happyfox.com/staff/ticket/84558/) | 2026-05-28 | 3.30 | INBOUND | MX2000 | CONFIGURATION | Closed with self-help | | [#LTS00131281](https://linksys.happyfox.com/staff/ticket/131281/) | 2026-05-28 | 1.20 | INBOUND | MR7350 | SETUP | Abandoned or vague | | [#LTS00131467](https://linksys.happyfox.com/staff/ticket/131467/) | 2026-05-29 | 1.20 | INBOUND | E8450 | SETUP | Abandoned or vague |