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 53s | 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 the range from lowest (1.5) to highest (3.5) across the week.
Where Time Goes
Models Supported
| Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---|---|---|---|---|---|---|
| MBE7000 | 1 | 10m 10s | 1.5 | 1.0 | 1.0 | 1.0 |
| MX5300 | 1 | 9m 12s | 3.5 | 5.0 | 3.0 | 2.0 |
| WRT54G | 1 | 5m 36s | 3.0 | 5.0 | 3.0 | 2.0 |
| EA9300 | 1 | 6m 32s | 1.7 | 1.0 | 2.0 | 3.0 |
The MBE7000 call stands out as the slowest and lowest-scoring, indicating a need for focused improvement on connectivity issues with this model.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 10m 10s | 1.5 | 1.0 | 1.0 | 1.0 | ✓ |
| NO TROUBLESHOOTING NEEDED | 1 | 9m 12s | 3.5 | 5.0 | 3.0 | 2.0 | |
| SETUP | 1 | 5m 36s | 3.0 | 5.0 | 3.0 | 2.0 | |
| ACCESS | 1 | 6m 32s | 1.7 | 1.0 | 2.0 | 3.0 | ✓ |
The CONNECTIVITY and ACCESS categories both show longer handle times and lower scores, suggesting these are priority areas for deeper troubleshooting practice.
Week-over-Week Movement
No prior-week comparison exists.
What Went Well
- Accurate product identification for EOL devices
> Thank you for calling Linksys technical support. This is Xavier, how may I help you? [...] MX. 3500. 35. Oh, 5300. Sorry. 5300. Yeah. 53. I have two of those same Mac, two of those. So, I'd just like to know if,
The agent correctly identified the MX5300 as end-of-life and accurately cited the final firmware release date (April 14, 2022) per KB.
Growth Opportunities
- Incorrect product identification and lack of troubleshooting
> Uh uh. All right, was able to pull u...
The agent misidentified the product as MBE70 instead of MX6200, leading to incorrect technical context and no troubleshooting performed for a connectivity issue. Next step: Always verify the exact model and product family before proceeding, and run at least one basic troubleshooting step (speed test, WAN check, node restart) for performance issues.
- Inaccurate technical guidance for account management
> Hey, how do I change my email address on my account? Uh, uh, Let's see here. [...] I don't want it to get unplugged from anything back there. Let me see. There is a Model number, here it is. Okay. Extendy. Uh-huh Teresa Keller. No, no H. The one on file is the one uh that I want to change from it's Tina.
The agent advised a factory reset to change the account email address, which is not a valid method per Linksys KB. Next step: Guide customers to update account email via the Linksys website or app, and offer paid support if needed.
Next Week's Focus
- Confirm the exact product model and family before troubleshooting, using the serial number or model number from the device sticker.
- For connectivity or performance issues, always perform at least one basic troubleshooting step (e.g., speed test, WAN status check, node restart) before escalating.
- When customers request account changes, direct them to the correct self-service method (Linksys website/app) and avoid suggesting device resets unless explicitly warranted by KB.
Technical Accuracy
- Improvement
> Misidentified the product as MBE70 instead of MX6200, leading to incorrect technical context and no troubleshooting performed for a connectivity issue.
- Improvement
> Provided incorrect technical guidance (factory reset) for changing account email, which is not a valid method per Linksys KB.
- Improvement
> Did not guide the customer to verify the current firmware version via the admin UI for MX5300, missing a key validation step.
Coaching Moments
- Improvement
> All right. Let me verify the model and serial number here while waiting. Let me create a ticket. Uh...
Note: The agent interrupted flow with unclear communication at [08:00], appearing disengaged or confused, which undermined customer confidence.
- Improvement
> Uh uh. All right, was able to pull u...
Note: Long silences ([02:00], [05:00], [08:00]) without explanation indicate poor call control and lack of transparency.
- Improvement
> yeah, hi. Um, I'm trying to secure my network on a Linxise router and uh I'm not sure how to do it. I have the Linxise app. I have a password, but it says it cannot find the router. I did not reset it. It's just unsecured and I want to secure it.
Note: Excessive silence and lack of structured troubleshooting flow disrupted call efficiency.
- Improvement
> Hey, how do I change my email address on my account? Uh, uh, Let's see here. If I have it in front of me. Oh, let's see if I got the right glasses on. Yeah. Um. Roll. I've got to get a have to get a magnifying glass. Just one second for me. Okay. Serial number. [ silence ]
Note: The agent provided inaccurate solution (factory reset) for changing account email.
Escalation Lessons: What L2 Did
#TE00128179 — Resolved by Level 2
- What L1 saw: Customer reported buffering and poor performance after switching to business internet and replacing a mesh node with an MX6200, suspecting VLAN throughput limitations between the modem and the node.
- Why it escalated: The case was escalated due to incorrect product identification (MBE70 vs MX6200) and lack of any troubleshooting steps performed by L1.
- Related call chain: This was part of a multi-call chain where earlier agents either closed the case prematurely or provided vague guidance. The current agent escalated without validating the issue.
- What L2 did: L2 performed remote log analysis, conducted speed tests, and guided the customer through disabling IPV6 and express forwarding. They later instructed a full mesh reset and reconfiguration to remove artifacts from discontinued cloud services (LSWF).
- Current state: The case is resolved after successful reconfiguration and validation of performance.
- L1 learning points:
1. Always verify the exact product model and family before troubleshooting.
2. For performance issues, run at least one basic troubleshooting step (speed test, WAN check, node restart) before escalating.
3. When dealing with mesh systems, document the full node topology and firmware versions, and consider mesh-wide resets if performance degrades after ISP changes.
Coach Appendix
- The week’s highest-signal trend is incorrect product identification, leading to missed troubleshooting opportunities and escalated cases. Focus on accurate model verification and baseline troubleshooting for connectivity and performance issues. Review KB articles on product families and required troubleshooting steps for these categories.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130800 | 2026-05-25 23:53:38+00:00 | 3.5 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | ✓ Resolved |
| #TE00128179 | 2026-05-26 00:10:43+00:00 | 1.5 | INBOUND | MBE7000 | CONNECTIVITY | ↑ Escalated |
| #LTS00130803 | 2026-05-26 00:29:24+00:00 | 3.0 | INBOUND | WRT54G | SETUP | ✓ Likely resolved |
| #LTS00130806 | 2026-05-26 00:38:26+00:00 | 1.7 | INBOUND | EA9300 | ACCESS | ⏳ Pending |