# 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](https://linksys.happyfox.com/staff/ticket/128179/) **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](https://linksys.happyfox.com/staff/ticket/130759/) **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 1. **Start every call with model/serial/warranty collection** – write it into your opening script. 2. **Verify URLs and credentials against KB** before sharing them; keep a quick reference sheet handy. 3. **For connectivity issues, run a wired speed test first** to isolate ISP vs. Wi‑Fi problems. 4. **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](https://linksys.happyfox.com/staff/ticket/128179/) ### **Improvement** > _Agent used unauthorized third-party remote access tool (join.zoho.com), violating security and support protocol._ > [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) ### **Improvement** > _Agent provided materially false information about product discontinuation, contradicting KB._ > [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) ### **Improvement** > _Agent incorrectly claimed Linksys Smart Wi‑Fi cloud service is discontinued, misleading the customer._ > [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) ### **Improvement** > _Agent provided unsupported login guidance, leading to access failure._ > [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) --- ## Coaching Moments *(All remaining coaching moments have been covered in the Technical Accuracy section.)* --- ## Escalation Lessons: What L2 Did ### [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) — Resolved by Level 2 | **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.
• Use only supported remote tools (Teams, ScreenConnect).
• Follow KB for mesh reset/reconfiguration steps. | ### [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) — 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.
• Perform wired speed test to isolate ISP vs. Wi‑Fi issues.
• Collect model/serial/warranty up front. | ### [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) — Resolved by Level 2 | **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.
• Document reset steps clearly and verify success.
• Collect model/serial upfront. | ### [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) — Resolved by Level 2 | **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.
• Use only supported login paths (email verification).
• For signal issues, check proximity, channel, and security settings. | ### [#TE00127812](https://linksys.happyfox.com/staff/ticket/127812/) — Resolved by Level 2 | **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.
• Verify firmware compatibility before reset.
• 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.