# eric.marbella@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 | |---|---|---|---|---|---| | 5 | 38m 00s | MX6200 | CONNECTIVITY | 3 | 2 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 1.60 | 5 | | Protocol | 1.20 | 5 | | Communication | 2.00 | 5 | | Overall | 1.80 | 5 | *Scores reflect the agent’s performance across 5 calls reviewed this week (range: 1.1–3.0 overall).* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX6200 | 2 | 2.40 | | EA9300 | 1 | 1.60 | | MX2000 | 1 | 1.10 | **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 | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 3 | 1.43 | ✓ | | HARDWARE | 1 | 2.40 | | | GENERAL INQUIRY | 1 | 1.50 | ✓ | **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](https://linksys.happyfox.com/staff/ticket/5769/) - **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](https://linksys.happyfox.com/staff/ticket/131111/) --- ## 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](https://linksys.happyfox.com/staff/ticket/131111/) - **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](https://linksys.happyfox.com/staff/ticket/5769/) | [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) --- ## 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](https://linksys.happyfox.com/staff/ticket/5769/) - **Improvement** Provided invalid support URL: directed customer to support.netapps.com instead of official Linksys domains. [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) - **Improvement** Used unauthorized third-party remote-access tool (Zoho), violating security and compliance protocols. [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) - **Improvement** Provided materially incorrect support URL (support.nxnlinks.com), which is not a Linksys domain and contradicts KB guidance. [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) - **Strength** Correctly interpreted LED states per KB: flashing blue = reboot loop, solid red = no internet. [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) --- ## 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](https://linksys.happyfox.com/staff/ticket/5769/) - **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](https://linksys.happyfox.com/staff/ticket/131111/) - **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](https://linksys.happyfox.com/staff/ticket/131428/) --- ## Escalation Lessons: What L2 Did ### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — 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](https://linksys.happyfox.com/staff/ticket/131428/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 19:37 | 1.5 | INBOUND | | GENERAL INQUIRY | No resolution possible due to lack of information | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 19:46 | 3.0 | INBOUND | MX6200 | HARDWARE | Pending resolution | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 20:19 | 1.8 | OUTBOUND | MX6200 | HARDWARE | Escalate for warranty replacement | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-28 01:18 | 1.6 | OUTBOUND | EA9300 | CONNECTIVITY | Callback or follow-up set | | [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) | 2026-05-29 19:37 | 1.1 | OUTBOUND | MX2000 | CONNECTIVITY | Abandoned or vague |