edgarianmark.catulong@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 |
|---|
| 9 | 30m 47s | MBE7000 | CONNECTIVITY | 5 | 5 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|
| Accuracy | 2.00 | 9 |
| Protocol | 1.40 | 9 |
| Communication | 2.20 | 9 |
| Overall | 2.00 | 9 |
Scores reflect 9 calls reviewed this week (range: 1.1 – 3.0 overall).
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|
| MBE7000 | 4 | 1.4 |
| MX2000 | 3 | 2.2 |
| MX6200 | 2 | 2.2 |
Low performance on MBE7000 calls suggests a need for deeper familiarity with this model’s mesh behavior and troubleshooting paths.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|
| CONNECTIVITY | 6 | 1.9 | ✓ |
| ACCESS | 2 | 2.1 | ✓ |
Connectivity issues scored lowest (avg 1.9), indicating a need for structured troubleshooting and clearer escalation paths. Access problems also require attention (avg 2.1).
What Went Well
No transcript highlights available for this week.
Growth Opportunities
1. Improve accuracy in technical guidance
Incorrect web UI URL provided
_“Provided incorrect router web UI URL ([REDACTED_PHONE]) instead of correct [REDACTED_PHONE], leading to access failure.”_
#TE00128179
What better looks like:
- Always verify URLs against KB before giving them to customers.
- Confirm the exact model and firmware version before suggesting login steps.
- Use the correct default usernames (
root for MBE7000, not admin).
2. Collect essential product information early
Missing model/serial collection
_“Failed to collect product model, serial number, or warranty status despite troubleshooting a hardware-specific issue.”_
#TE00130759
What better looks like:
- Ask for model, serial number, and warranty status in the opening spiel.
- Record these in the case notes before proceeding with any troubleshooting.
- Use this data to guide next steps (e.g., firmware checks, warranty eligibility).
Next Week's Focus
- Start every call with model/serial/warranty collection – write it into your opening script.
- Verify URLs and credentials against KB before sharing them; keep a quick reference sheet handy.
- For connectivity issues, run a wired speed test first to isolate ISP vs. Wi‑Fi problems.
- When in doubt, escalate early – document why and schedule a concrete callback time.
Technical Accuracy
Improvement
_Agent provided incorrect web UI URL ([REDACTED_PHONE]) instead of correct [REDACTED_PHONE], leading to access failure._
#TE00128179
Improvement
_Agent used unauthorized third-party remote access tool (join.zoho.com), violating security and support protocol._
#TE00128179
Improvement
_Agent provided materially false information about product discontinuation, contradicting KB._
#TE00130759
Improvement
_Agent incorrectly claimed Linksys Smart Wi‑Fi cloud service is discontinued, misleading the customer._
#TE00092429
Improvement
_Agent provided unsupported login guidance, leading to access failure._
#TE00092429
Coaching Moments
(All remaining coaching moments have been covered in the Technical Accuracy section.)
Escalation Lessons: What L2 Did
| What L1 saw | Why it escalated | What L2 did | Current state |
|---|
| MBE7000 mesh with slow speeds, offline nodes, firmware loop, app login failures. L1 attempted speed test, power-cycle, firmware check, and remote session via join.zoho.com. | Incorrect URL/login guidance, unauthorized remote tool, no model/serial collection, unresolved issues. | Performed full mesh reset and reconfiguration, verified firmware versions across nodes, analyzed logs, and provided clear next steps. | Resolved – customer reconfigured mesh successfully after L2 guidance. |
| L1 learning points | • Always collect model/serial/firmware before troubleshooting.<br>• Use only supported remote tools (Teams, ScreenConnect).<br>• Follow KB for mesh reset/reconfiguration steps. |
#TE00130759 — Pending with Level 2
| What L1 saw | Why it escalated | What L2 did | Current state |
|---|
| MX2000 with slow speeds and high latency. L1 claimed product line discontinued, offered refund, and escalated. | Factually incorrect product status, no diagnostics performed, misapplied troubleshooting. | Verified warranty, corrected misinformation, scheduled callback for wired speed test and channel analysis. | Callback pending – L2 will confirm defect and determine refund/replacement. |
| L1 learning points | • Verify product status via KB before discussing discontinuation.<br>• Perform wired speed test to isolate ISP vs. Wi‑Fi issues.<br>• Collect model/serial/warranty up front. |
| What L1 saw | Why it escalated | What L2 did | Current state |
|---|
| MX6200 unable to log into web UI, error 212. L1 suggested factory reset without confirming prior attempts. | No model/serial collection, vague reset advice, no URL verification. | Guided customer through correct local admin URL, verified reset steps, and confirmed successful login after reboot. | Resolved – customer accessed UI after L2-led reset. |
| L1 learning points | • Confirm ability to reach local admin URL before reset.<br>• Document reset steps clearly and verify success.<br>• Collect model/serial upfront. |
| What L1 saw | Why it escalated | What L2 did | Current state |
|---|
| MX8500 account verification failure and weak outdoor camera signal. L1 incorrectly stated cloud service discontinued and gave unsupported login path. | Misinformation about service status, unsupported login guidance, no signal diagnostics. | Corrected service status, provided proper email-verification flow, and advised on signal boosting (repositioning, WPA2). | Resolved – account verified; signal improved after repositioning. |
| L1 learning points | • Confirm current service status via KB before discussing discontinuation.<br>• Use only supported login paths (email verification).<br>• For signal issues, check proximity, channel, and security settings. |
| What L1 saw | Why it escalated | What L2 did | Current state |
|---|
| MX6200 child node solid red light despite being near parent node. L1 performed factory reset but node remained red. | Incomplete reset procedure, no verification of wired connection or firmware. | Guided full mesh rebuild (reset all nodes, Pair button sequence, LED validation), confirmed firmware compatibility. | Resolved – node Pairing succeeded after L2-led rebuild. |
| L1 learning points | • Follow full mesh rebuild procedure for persistent red-light nodes.<br>• Verify firmware compatibility before reset.<br>• Document LED states before/after each step. |
Coach Appendix
High-signal trend: Repeated failures to collect model/serial/warranty data before troubleshooting led to inaccurate guidance and unnecessary escalations. Focus next week on embedding this data collection into the opening spiel and using it to drive structured diagnostics.