Coach & QA View

kharla.proel@concentrix.com — Week of 2026-07-05 – 2026-07-11

Frontline-Heavy Week 3 Risk Flags

Coaching Summary

Performance shows improvement in ownership but requires strengthening technical accuracy and diagnostic rigor

Frequent issues with incorrect URL provision and skipped WAN diagnostics impacting connectivity cases

Key calls: #LTS00136099, #LTS00136587, #LTS00136097

Risk Flags

Critical Dimension Below Threshold

7 calls this week had accuracy scores below 2.5, indicating fundamental technical guidance failures

ExampleIn #LTS00136099, agent provided incorrect default admin password and invalid support URL

Correct behavior: Follow KB-accurate password guidelines and use only official support.linksys.com URLs

Impact: Customers unable to access router settings or find valid self-help resources

Related: #LTS00136099, #LTS00135409, #LTS00136097

View ticket #LTS00136099

Escalated but Unresolved

Escalated ticket #LTS00106953 remains unresolved despite L1 efforts; requires immediate L2 intervention

ExampleCustomer directed to self-help without confirmed resolution or documentation

Correct behavior: Document all troubleshooting steps and confirm fix before closing escalated cases

Impact: Customer left without clear path to resolution after escalation

Related: #LTS00106953

View ticket #LTS00106953

Missed Callback

3 callback chains identified where issues remained unresolved after initial contact

ExampleCustomer called back within 24h after #LTS00136587 due to persistent connectivity issues

Correct behavior: Set clear callback expectations and document follow-up requirements

Impact: Increased customer effort and frustration due to unresolved issues

Related: #LTS00136587, #LTS00136295, #LTS00094528

View ticket #LTS00136587

Week-over-Week Progress

Accuracy moved up 0.15 vs. last week.; Communication moved down 0.16 vs. last week.
Overall+0.09 ▲
Accuracy+0.15 ▲
Protocol+0.09 ▲
Comms-0.16 ▼
Handle time: +17m 54s longer avg
• WHW handle time moved up by 28m 04s vs. last week.
• MR handle time moved up by 13m 56s vs. last week.
• E handle time moved up by 11m 06s vs. last week.

Scorecard

DimensionWeek AverageCalls Reviewed
Overall2.2430
Technical Accuracy2.330
Protocol1.8330
Communication1.9730

V2 Rubric (Shadow Grading)

V2 overall: 38.61% across 28 v2-scored calls this week4 auto-zeros

CategoryWeek Average
Resolution2.25
Technical Accuracy1.42
Communication1.94
Customer Ownership2.69
Escalation Judgment1.65
Customer Experience1.68

Score Diagnostics

Based on 30 calls reviewed this week.

Accuracy
2.30
Protocol
1.83
Communication
1.97
Overall
2.24

Technical Findings

improvement
Provided incorrect default admin password '100' for MX4200 (KB states 'admin') and invalid support URL 'support.lingus.com' in #LTS00136099
#LTS00136099  ·  call af89d970-7988-11f1-bd8c-42010a623f91
improvement
Advised 5-press pairing on MX6200 without verifying firmware version (KB requires fw ≤1.0.6) in #LTS00136097
#LTS00136097  ·  call 93364f0e-798f-11f1-95d6-42010a62006f
improvement
Skipped WAN port LED check and modem status verification before mesh troubleshooting in #LTS00136587
#LTS00136587  ·  call 2a7e490a-7bc7-11f1-909f-42010a62006f
strength
Successfully restored MX5500 connectivity through systematic factory reset and 5-press escalation in #LTS00136705
#LTS00136705  ·  call c5ffe062-7c78-11f1-bf10-42010a62006f
improvement
Provided malformed router IP '[REDACTED_PHONE]' and incorrect URL 'support.links.com' in #LTS00136767
#LTS00136767  ·  call bd951190-7caa-11f1-aeb5-42010a623f91

Call Handling Findings

Calibration Notes

Callback Chains

No callback chains detected.

Documentation Mismatches

#LTS00106953high

Call ended with self-help guidance but no ticket documentation; escalation required but not captured in HappyFox

Grader says: Directed customer to try connecting devices to 2.4GHz network and use WPS; closed call by referring to support.linksys.com.
Agent documented: not documented

Suggested Coaching Conversation

1
Your proactive approach to mesh resets in #LTS00136247 was excellent—let's discuss how we can apply that same systematic method to WAN diagnostics.
2
I've noticed several URL errors this week—like 'support.lingus.com' in #LTS00136099. How can we build a checklist to prevent these?
3
In connectivity cases, we sometimes skip the modem check. Can we role-play a scenario where the WAN light is off to practice this?
4
Your communication in #LTS00136096 was very patient. How can we maintain that tone while ensuring technical precision?
5
Let's review the escalation process for cases like #LTS00106953 to ensure we capture all necessary documentation.

Coaching Best Practices

Five Principles for Effective Coaching Conversations

  1. SBI feedback model — Describe the Situation, the Behavior you observed, and its Impact. Avoid labels (“you always…”) — describe the specific instance.
  2. Ask more than you tell — Start with “What did you notice on that call?” before offering your interpretation. Agents who self-diagnose retain more.
  3. Recognition before correction — Open with a genuine strength observation. Agents in a defensive posture can’t hear coaching.
  4. Psychological safety first — Frame mistakes as data, not character. “That call had a tricky wrinkle — let’s pull it apart” lands better than “you made an error here.”
  5. Close with a specific commitment — End every coaching conversation with one thing the agent will try on their next call, and a follow-up check-in within 48 hours.

Deep Evidence

CaseDateDurationOverallAccuracyProtocolCommsV2ProductIssue TypeOutcome
#LTS00136034OUTBOUND2026-07-06—111132.4%
Needs Improvement
WHW01CONFIGURATION
not_fixed
#LTS00136099INBOUND↩ cb2026-07-06—1.8512—MX4200ACCESS
not_applicable
#LTS00136099INBOUND↩ cb2026-07-06—2.812281.8%
Developing
MX4200ACCESS
Customer reported successful login after password reset using recovery key.
#LTS00135409INBOUND↩ cb2026-07-06—1.7312—MX2000ACCESS
Directed customer to support.linksys.com for self-help.
#LTS00135409INBOUND↩ cb2026-07-06—1.31110.0%
Needs Improvement
MX2000ACCESS
Customer self-reported resolution after repeated attempts; agent did not verify or document steps.
#LTS00136096INBOUND2026-07-06—1.11120.0%
Needs Improvement
MX4200CONNECTIVITY
Advised customer to 'observe' the connection and call back if the issue recurs. No definitive fix, escalation, or warranty discussion provided.
#EOS00136101INBOUND2026-07-06—1.111215.8%
Needs Improvement
EA7671CONNECTIVITY
None provided. Customer was incorrectly told no support is available and directed to self-help website.
#LTS00136097INBOUND2026-07-06—1.11210.0%
Needs Improvement
MX6200CONNECTIVITY
No functional resolution; nodes remained non-operational. No escalation, callback, or self-help path was provided.
#EOS00136108INBOUND2026-07-07—2.83220.0%
Needs Improvement
EA6350CONNECTIVITY
Advised customer to visit support.linksys.com for service status and possible replacement options.
#LTS00013870INBOUND2026-07-07—2.822279.0%
Developing
MX6200CONNECTIVITY
Nodes restored to solid white; internet connectivity confirmed.
#LTS00136228INBOUND2026-07-07—1.812245.8%
Needs Improvement
MX6200CONFIGURATION
No valid resolution or next step provided. Call ended with customer still experiencing connectivity issues.
#LTS00136247INBOUND2026-07-07—3.333369.4%
Needs Improvement
WHW01CONFIGURATION
Router successfully configured and internet restored. Call closed with ticket number provided.
#LTS00136285INBOUND2026-07-07—2.821216.9%
Needs Improvement
MX8500CONNECTIVITY
No resolution; advised to call back once modem internet is confirmed or consider replacement; no escalation or warranty action taken.
#LTS00106953INBOUND2026-07-08—2.832336.9%
Needs Improvement
E5350ACCESS
Directed customer to try connecting devices to 2.4GHz network and use WPS; closed call by referring to support.linksys.com.
#LTS00136295INBOUND2026-07-08—2.812272.7%
Developing
MX2000CONNECTIVITY
Mesh nodes are online (solid blue), but internet connectivity was not verified.
#LTS00136415INBOUND2026-07-08—3.443374.4%
Developing
WHW03CONFIGURATION
Both nodes are now blue and Wi-Fi is working; no further action required.
#LTS00136428INBOUND2026-07-08—2.812243.8%
Needs Improvement
LN1100CONNECTIVITY
No resolution achieved. Customer still unable to connect node or access router admin page. Advised to check label for password but issue persists. Follow-up needed.
#LTS00094528INBOUND2026-07-08—1.812223.7%
Needs Improvement
MX6200CONFIGURATION
Pending callback / further troubleshooting by senior technician.
#EOS00136454INBOUND2026-07-08—1.311228.0%
Needs Improvement
VLP01CONNECTIVITY
Agent will email generic instructions for adding the child node; no confirmation of resolution or troubleshooting performed.
#LTS00136470INBOUND2026-07-09—2.642245.3%
Needs Improvement
WHW03CONFIGURATION
Customer to contact ISP to confirm modem is delivering internet, then resume router setup.
#EOS00136570INBOUND2026-07-09—35320.0%
Needs Improvement
EA6350ACCESS
Agent will email the customer a guide for performing a factory reset and re-configuring the router.
#LTS00136587INBOUND↩ cb2026-07-09—2.252133.1%
Needs Improvement
WHW03CONFIGURATION
Customer requested supervisor and ended call before implementing workaround.
#LTS00136587INBOUND↩ cb2026-07-09—2.822251.1%
Needs Improvement
WHW03CONFIGURATION
Customer decided to replace the device; no further action taken by agent.
#LTS00136595INBOUND2026-07-09—1.111210.3%
Needs Improvement
MX4200CONNECTIVITY
No resolution achieved; recommend scheduling a callback with a senior technician or initiating an RMA if under warranty.
#LTS00136705INBOUND2026-07-10—2.822285.2%
Meets / Exceeds
MX5500CONNECTIVITY
Internet restored after reset; advised to contact ISP if problem recurs.
#LTS00136751INBOUND2026-07-10—2.823269.6%
Needs Improvement
WHW03CONNECTIVITY
Both child nodes now show solid green; mesh is operational.
#LTS00136767INBOUND2026-07-10—342344.3%
Needs Improvement
MR8300CONNECTIVITY
Advised that the router appears defective and recommended purchasing a replacement unit from Best Buy or Amazon.
#LTS00135881INBOUND↩ cb2026-07-10—1.63110.0%
Needs Improvement
MX5500CONNECTIVITY
None; call ended without actionable guidance.
#LTS00135881INBOUND↩ cb2026-07-10—1.812246.2%
Needs Improvement
MX5500CONNECTIVITY
Nodes appeared solid blue, suggesting successful pairing, but UI access remained unresolved. No follow-up path or ticket was established.
#LTS00136776INBOUND2026-07-10—3.343275.4%
Developing
WHW03CONFIGURATION
All nodes are now paired (solid blue) and Wi-Fi network is operational. Customer instructed to relocate nodes and reconnect devices.

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