edgarianmark.catulong@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect a small sample size (10 calls). Overall performance trends are emerging but require more data for stable assessment.

This Week's Coverage

Models Supported

Key Pattern: Lower scores on MBE7000 calls suggest familiarity gaps with this device’s setup flow, particularly around mesh node management and firmware handling.

Problem Categories

Connectivity Issues: The lower average score here points to challenges in diagnosing and resolving connectivity problems, especially around node stability and app integration. Focus on structured troubleshooting flows and verification steps will be crucial.

What Went Well

1. Initiative in Collecting Diagnostic Logs

> Agent attempted to collect diagnostic logs via both app and manual web UI method, showing initiative.

#TE00128179

1. Polite and Patient Communication

> Agent maintained a polite and patient tone throughout the call despite customer frustration.

#TE00092429

Growth Opportunities

1. Avoid Incorrect Technical Guidance and Protocol Violations

> Provided incorrect router web UI URL and wrong login credentials, and used an unauthorized remote-access tool.

Next Step: Always verify URLs and credentials against KB before sharing; use only approved remote tools.

#TE00128179, #TE00128179

1. Ensure Collection of Essential Product Information

> Failed to collect product model, serial number, or warranty status in multiple calls.

Next Step: Add a quick checklist at the start of every call to capture model, serial, and warranty info—this is critical for accurate troubleshooting and support eligibility.

#TE00130759, #TE00130759, #TE00092429

Next Week's Focus

• Start every call with a quick product info capture: model, serial number, warranty status.
• Review KB for exact URLs and credentials before sharing any login details.
• Use only approved remote-access tools; avoid third-party solutions like join.zoho.com.
• For connectivity issues, follow the structured mesh troubleshooting flow: verify node LEDs, perform a factory reset if needed, and re-pair nodes before exploring advanced fixes.

Technical Accuracy

Improvement

Agent provided incorrect router web UI URL, leading to access failure and customer confusion. Correct URL should be [REDACTED_PHONE] or myrouter.local per KB.

#TE00128179

Improvement

Agent used unauthorized third-party remote access tool (join.zoho.com), violating security and support protocol. Only approved tools should be used.

#TE00128179

Improvement

Agent provided materially false information about product discontinuation, which is factually incorrect per KB and misled the customer.

#TE00130759

Improvement

Agent provided unsupported login guidance, leading to customer confusion and failure to access the app.

#TE00092429

Improvement

Agent applied an irrelevant fix (disabling IPv6) that does not resolve Wi-Fi speed issues, wasting time and failing to address the root cause.

#TE00130759

Escalation Lessons: What L2 Did

#TE00128179 — Resolved by Level 2

• What L1 saw: MBE7000 mesh system with reduced speeds on wired connection to child node, multiple nodes offline, firmware update stuck in loop, inability to log into Linksys app.
• Why it escalated: L1 provided incorrect web UI URL and login credentials, failed to collect product details, and ended with vague callback promise.
• Related call chain: This was a multi-touch case involving several agents, with L1’s incomplete handling contributing to escalation.
• What L2 did: Performed full mesh reset, verified firmware versions across nodes, and addressed offline nodes through systematic troubleshooting and remote log analysis.
• Current state: Resolved.
• L1 learning points:

1. Always collect model, serial, and warranty info before troubleshooting.

2. Verify URLs and credentials against KB; never guess.

3. Follow mesh reset and re-pairing procedures for node instability.

#TE00130759 — Pending with Level 2

• What L1 saw: MX2000 with slow Wi‑Fi speeds (~210 Mbps) and high latency; customer claimed product line discontinued.
• Why it escalated: L1 incorrectly stated product line discontinued, failed to collect model/serial numbers, and offered refund without diagnostics.
• Related call chain: Multiple calls, including one where L1 incorrectly claimed product discontinuation and another where a supervisor scheduled callback.
• What L2 did: Verified warranty status, corrected misinformation, and began wired speed testing to isolate modem vs. router performance.
• Current state: Callback scheduled; awaiting customer logs and further diagnostics.
• L1 learning points:

1. Never state a product line is discontinued unless confirmed via KB.

2. Collect model/serial numbers early—they’re required for warranty and troubleshooting.

3. Perform wired speed tests to differentiate ISP/modem issues from Wi‑Fi problems.

#TE00130994 — Resolved by Level 2

• What L1 saw: MX6200 user unable to log into router UI, receiving error 212.
• Why it escalated: L1 gave vague factory reset advice without confirming prior attempts or access to correct URL.
• Related call chain: One L1 call where reset advice was given despite prior attempts; L2 later clarified correct admin URL and guided through proper reset.
• What L2 did: Confirmed correct admin URL (myrouter.local), verified error 212 indicated cloud service discontinuity, and guided through full factory reset and reconfiguration.
• Current state: Resolved.
• L1 learning points:

1. Confirm ability to reach admin UI before suggesting resets.

2. Use correct admin URLs (myrouter.local or [REDACTED_PHONE]).

3. Provide clear, step-by-step reset instructions and verify success.

#TE00092429 — Resolved by Level 2

• What L1 saw: MX8500 user unable to verify Linksys Smart Wi‑Fi account via email link; weak Wi‑Fi signal to outdoor cameras.
• Why it escalated: L1 incorrectly stated Linksys Smart Wi‑Fi cloud service is discontinued and gave unsupported login guidance.
• Related call chain: One L1 call where misinformation was given and login path was incorrect; L2 later corrected account verification process.
• What L2 did: Verified account status, corrected verification process, and provided proper troubleshooting for weak signal (channel selection, node placement).
• Current state: Resolved.
• L1 learning points:

1. Do not claim cloud services are discontinued unless KB confirms.

2. Use correct account verification flow—email link must be clicked from registered email.

3. For weak signal, check channel congestion, node placement, and consider adding a dedicated extender for outdoor cameras.

#TE00127812 — Resolved by Level 2

• What L1 saw: MX6200 child node showing solid red light despite being near parent node.
• Why it escalated: L1 performed factory reset but did not follow full mesh rebuild procedure; call ended abruptly.
• Related call chain: One L1 call ended after automated greeting; L2 later performed full mesh rebuild and LED validation.
• What L2 did: Guided through full mesh rebuild (factory reset, Pair button, LED validation) and confirmed successful connection.
• Current state: Resolved.
• L1 learning points:

1. For mesh node issues, follow full rebuild procedure: reset, pair, validate LED states.

2. Do not end calls prematurely—ensure customer confirms successful outcome.

3. Document steps taken and verify node status post-troubleshooting.

Coach Appendix

Weekly Trend Summary:

This week’s 10 calls show a persistent challenge in accuracy and protocol adherence, especially around providing correct technical guidance and collecting essential product information. While communication remained generally polite, the lack of structured data collection and reliance on unsupported tools led to repeated escalations. Focus should shift to disciplined information gathering and strict adherence to KB-approved steps.

Key Coaching Pattern:

Calls involving MBE7000 and MX2000 highlighted gaps in device-specific knowledge and troubleshooting discipline. Ensuring model/serial collection and following device-specific KB flows will reduce escalations and improve first-call resolution.

This Week's Calls