# alvin.edio@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 | |---|---|---|---|---|---| | 4 | 7m 52s | MBE7000 | CONNECTIVITY | 4 | 1 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 3.00 | 4 | | Protocol | 2.25 | 4 | | Communication | 2.00 | 4 | | Overall | 2.43 | 4 | *Scores reflect 4 calls reviewed, ranging from 1.5 to 3.5 overall.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MBE7000 | 1 | 1.5 | | MX5300 | 1 | 3.5 | | WRT54G | 1 | 3.0 | | EA9300 | 1 | 1.7 | **Key pattern:** The single call on MBE7000 scored notably lower (1.5 overall), suggesting a need for deeper familiarity with this model’s troubleshooting flows, especially around performance and connectivity issues. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 1 | 1.5 | ✓ | | NO TROUBLESHOOTING NEEDED | 1 | 3.5 | | | SETUP | 1 | 3.0 | | | ACCESS | 1 | 1.7 | ✓ | **Connectivity and Access categories** show lower scores, indicating these areas need targeted attention. For **Connectivity**, ensure basic performance troubleshooting (speed tests, WAN checks, node restarts) is always performed before escalation. For **Access** (account/email issues), avoid hardware-centric solutions and guide customers to account-management tools. --- ## What Went Well ### Accurate EOL identification You correctly identified the MX5300 as end-of-life and communicated clear next steps: > “Informed customer that MX5300 is end-of-life with no new firmware; suggested adding nodes or upgrading to a newer model for better coverage.” [#LTS00130800](https://linksys.happyfox.com/staff/ticket/130800/) ### Appropriate self-help guidance When supporting the legacy WRT54GV5, you directed the customer to the correct self-help resource: > “Customer to use support.linksys.com AI agent to find instructions for securing the WRT54G via web interface.” [#LTS00130803](https://linksys.happyfox.com/staff/ticket/130803/) --- ## Growth Opportunities ### Avoid incorrect product assumptions In the MBE7000 connectivity call, misidentifying the device as an MBE70 led to an escalation that might have been resolved at Level 1: > “Customer has 9+ nodes: MBE7000 + 9 child nodes… Cx is running VPN -- necessary for his security… Disconnection happens to his devices (no internet)” **What good looks like:** Always verify the exact model and mesh topology before referencing firmware or escalation notes. Confirm whether the customer is using Velop/Intelligent Mesh (MX, MBE) or Cognitive Mesh (MR) and adjust troubleshooting accordingly. [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) ### Perform basic troubleshooting before escalation The same MBE7000 call skipped essential performance checks: **What good looks like:** For any speed/performance issue, run through the KB-recommended sequence: 1. Verify WAN status and speeds 2. Perform a speed test from the admin UI 3. Restart the mesh root and nodes 4. Check for firmware updates *on the actual device* Only after these steps should escalation be considered. --- ## Next Week's Focus 1. **Double-check model and topology** before citing firmware or escalation notes — confirm whether the system is Velop/Intelligent Mesh (MX/MBE) or Cognitive Mesh (MR). 2. **Run the full performance troubleshooting sequence** (WAN → speed test → restart → firmware check) on any connectivity or speed issue, even if the customer mentions a prior case. 3. **Guide account-email changes via customer portal**, not hardware resets — explain the correct path and offer paid support if needed. 4. **Practice concise empathy and clear next steps** to reduce silence and improve customer confidence, especially on complex cases. --- ## Technical Accuracy ### **Improvement** > Misidentified product as MBE70 instead of MX6200, leading to incorrect technical context and no troubleshooting performed. KB guidance for MX6200 setup and performance issues was not followed. [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) ### **Improvement** > Provided incorrect technical advice for changing account email via factory reset. Correct method is via Linksys website/app, not hardware reset. [#LTS00130806](https://linksys.happyfox.com/staff/ticket/130806/) ### **Improvement** > Did not guide customer to verify current firmware version via admin UI (http://[REDACTED_PHONE] or http://myrouter.local) for MX5300, missing key validation step per KB. [#LTS00130800](https://linksys.happyfox.com/staff/ticket/130800/) ### **Improvement** > Did not attempt to guide customer through accessing router's web interface to set Wi-Fi password for WRT54GV5, despite it being a safe, basic triage step. [#LTS00130803](https://linksys.happyfox.com/staff/ticket/130803/) --- ## Coaching Moments ### **Improvement** > “Uh uh. All right, was able to pull u...” Misidentified the product model and family (MBE70 instead of MX6200) at [03:00], leading to materially incorrect technical context. This directly contradicts the KB's product-family guidance for Velop/Intelligent Mesh systems. [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) ### **Improvement** > “All right. Let me verify the model and serial number here while waiting. Let me create a ticket. Uh...” Provided inaccurate solution (factory reset) for changing account email. Correct method is via Linksys website/app, not hardware reset. [#LTS00130806](https://linksys.happyfox.com/staff/ticket/130806/) --- ## Escalation Lessons: What L2 Did ### [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) — Resolved by Level 2 **What L1 saw:** Customer reported buffering and disconnections after switching to business internet and replacing a mesh node with an MX6200. The customer runs a VPN and has a mesh system with 9+ nodes. **Why it escalated:** L1 misidentified the device as an MBE70 (Cognitive Mesh) and performed no troubleshooting, leading to an incorrect assumption that firmware updates were needed. The case was escalated based on outdated Tier-2 notes without validating the actual device or issue. **What L2 did:** L2 re-engaged the customer, confirmed the correct device (MX6200), and guided the customer through disabling IPV6 Automatic and Express Forwarding. They captured logs, offered remote access, and ultimately instructed the customer to reset and reconfigure the nodes to remove artifacts of discontinued LSWF services. This resolved the issue. **Current state:** Resolved. **L1 learning points:** 1. **Confirm the exact model and mesh topology** before referencing firmware or escalation notes — MX6200 is Velop/Intelligent Mesh, not Cognitive Mesh. 2. **Run basic performance troubleshooting** (WAN check, speed test, node restart) before escalating connectivity or speed issues. 3. **Avoid escalating based on outdated notes**; validate the current device, firmware, and configuration with the customer during the call. --- ## Coach Appendix *The week’s highest-signal trend is inconsistent product identification, especially around mesh families, leading to missed troubleshooting opportunities and unnecessary escalations. Focus next week on confirming model and topology before citing KB articles or escalation paths, and ensure the full performance troubleshooting sequence is completed on connectivity cases.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130800](https://linksys.happyfox.com/staff/ticket/130800/) | 2026-05-25 23:53:38+00:00 | 3.5 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | ✓ Resolved | | [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-26 00:10:43+00:00 | 1.5 | INBOUND | MBE7000 | CONNECTIVITY | ↑ Escalated | | [#LTS00130803](https://linksys.happyfox.com/staff/ticket/130803/) | 2026-05-26 00:29:24+00:00 | 3.0 | INBOUND | WRT54G | SETUP | ✓ Likely resolved | | [#LTS00130806](https://linksys.happyfox.com/staff/ticket/130806/) | 2026-05-26 00:38:26+00:00 | 1.7 | INBOUND | EA9300 | ACCESS | ⚠ Closed incorrectly |