eric.marbella@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the agent’s performance across 5 calls reviewed this week (range: 1.1–3.0 overall).

This Week's Coverage

Models Supported

Key pattern: Lower scores on EA9300 and MX2000 calls suggest a need for deeper familiarity with these specific device setups and troubleshooting flows.

Problem Categories

Connectivity and General Inquiry categories show lower average scores, indicating these areas need targeted attention. Review KB articles on WAN troubleshooting, LED interpretation, and remote-access protocols to strengthen confidence and accuracy.

What Went Well

• Accurate LED interpretation

You correctly interpreted LED states per KB: flashing blue = reboot loop, solid red = no internet. This shows strong product knowledge when observing device behavior.

> “flashing blue = reboot loop, solid red = no internet (KB: velop_wifi_connectivity.md).”

#PR00005769

• Empathy and acknowledgment

You acknowledged customer frustration and expressed empathy for the time spent troubleshooting, which helps build trust and de-escalates tension.

> “Wow. Wow, 12 hours. Uh-huh. Uh-huh. I really apologize for the inconveniences that you're having with our Links device…”

#TE00131111

Growth Opportunities

• Avoid unauthorized remote-access tools

Using third-party tools like Zoho for remote access violates security protocols and can expose both the customer and the company to risk. Good remote support requires using only approved Linksys methods.

Next step: Confirm the correct, secure remote-access process with your manager and practice it in a sandbox environment before using it on live calls.

#TE00131111

• Provide correct technical guidance and URLs

Giving incorrect URLs (e.g., support.netapps.com or support.nxnlinks.com) and misstating product lifecycle information undermines credibility and can lead customers to unsafe or ineffective solutions.

Next step: Always verify support URLs and product details against the official KB before sharing them. When in doubt, refer the customer to support.linksys.com or the appropriate self-help article.

#PR00005769 | #TE00131428

Next Week's Focus

1. Practice standard reset procedures – Review and memorize the exact reset steps for MX6200, EA9300, and MX2000 (e.g., 15‑second reset for MX devices, correct button location). Conduct a short mock call with a peer to reinforce the flow.
2. Master LED meaning per device – Create a quick reference cheat sheet for LED states on each product line and review it before each shift.
3. Use only approved remote-access methods – Before any remote session, confirm the tool with your team lead and document the process in the case notes.
4. Set clear callback expectations – When ending a call with a follow-up, always state the exact callback time window and the method (phone, email, chat) you’ll use.

Technical Accuracy

• Improvement

Incorrect reset duration and procedure for MX6200: instructed 20-second hold instead of 15 seconds per KB.

#PR00005769

• Improvement

Provided invalid support URL: directed customer to support.netapps.com instead of official Linksys domains.

#PR00005769

• Improvement

Used unauthorized third-party remote-access tool (Zoho), violating security and compliance protocols.

#TE00131111

• Improvement

Provided materially incorrect support URL (support.nxnlinks.com), which is not a Linksys domain and contradicts KB guidance.

#TE00131428

• Strength

Correctly interpreted LED states per KB: flashing blue = reboot loop, solid red = no internet.

#PR00005769

Coaching Moments

• Improvement

> “Instructed customer to perform hardware reset by holding reset button for 20 seconds (incorrect per KB).”

Note: MX6200 reset requires a 15‑second hold. Always verify model-specific reset times before instructing customers.

#PR00005769

• Improvement

> “Directed customer to invalid router web UI address: http://[REDACTED_PHONE]:8080/news/ [33:00].”

Note: Use only http://[router_ip] or http://myrouter.info for web UI access. Avoid sharing non‑standard or customer‑specific URLs.

#TE00131111

• Improvement

> “Provided non-Linksys support URL: 'support.nxnlinks.com' (04:00), which is a severe accuracy and protocol violation.”

Note: Always direct customers to official Linksys support domains (support.linksys.com, www.linksys.com/support).

#TE00131428

Escalation Lessons: What L2 Did

#TE00131111 — Resolved by Level 2

• What L1 saw: Customer reported no internet on EA9300; WAN port orange, direct modem-to-PC works. L1 attempted remote access via unauthorized Zoho tool, misinterpretated orange WAN LED, and provided invalid URLs.
• Why it escalated: L1’s use of unauthorized tools and incorrect technical guidance prevented progress; the case was escalated after L1 reached a threshold of unresolved steps.
• What L2 did: L2 confirmed the orange WAN LED indicates lack of internet (not a cable issue), verified ISP configuration, and scheduled a secure callback to reflash firmware and, if needed, conduct a three-way call with the ISP.
• Current state: Resolved after firmware reflash and ISP coordination.
• L1 learning points:

1. Verify WAN LED meaning per EA Series KB before troubleshooting.

2. Use only approved remote-access methods; document any security exceptions.

3. When WAN LED is orange and modem-to-PC works, focus on ISP configuration or PPPoE credentials rather than cabling.

#TE00131428 — Resolved by Level 2

• What L1 saw: Middle MX2000 node not connecting in a three-node mesh; app setup fails. L1 provided an incorrect support URL and performed no troubleshooting.
• Why it escalated: L1 failed to execute basic mesh troubleshooting (reset, pairing, signal check) and misdirected the customer to an invalid support site, forcing escalation.
• What L2 did: L2 guided the customer through a proper mesh node reset, verified signal strength, and re‑paired the node using the correct web UI and mobile app steps. L2 also confirmed warranty status and offered RMA if needed.
• Current state: Resolved after successful node pairing and signal verification.
• L1 learning points:

1. For mesh connectivity issues, always start with a factory reset and pairing via the web UI or mobile app—never skip these steps.

2. Never share non‑Linksys support URLs; direct customers to support.linksys.com or the official mesh setup guide.

3. Collect serial numbers and verify warranty before escalating to ensure a smooth handoff.

Coach Appendix

This section is for internal coaching context only.

• Highest-signal trend: Repeated use of unauthorized remote-access tools and incorrect support URLs led to escalations and damaged customer trust. Focus on protocol compliance and accurate technical guidance.
• Key pattern to address: Inability to execute basic troubleshooting before deferring to escalation—particularly evident in connectivity cases where LED interpretation and reset procedures were misapplied.
• Evidence summarized: Calls #PR00005769, #TE00131111, and #TE00131428 highlight the need for stricter adherence to KB procedures and secure remote-support policies.

This Week's Calls