edgarianmark.catulong@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the number of calls reviewed (10) and the score range (lowest to highest overall).

Where Time Goes

Models Supported

The MBE7000 model dominates both call volume and handle time, with consistently low scores across all dimensions. This suggests a need for focused training and process refinement for this product line.

Problem Categories

Both CONNECTIVITY and ACCESS categories show extended handle times and lower scores, indicating these areas require immediate attention. CONNECTIVITY issues, particularly on the MBE7000, are a primary driver of inefficiency.

Week-over-Week Movement

No prior-week comparison exists.

What Went Well

No transcript highlights available for this week.

Growth Opportunities

Incorrect technical guidance

Provided incorrect router web UI URL ([REDACTED_PHONE] instead of [REDACTED_PHONE]) at [60:00], contradicting KB.

#TE00128179

What better looks like: Deliver accurate, model-specific guidance by verifying URLs and login credentials against KB before issuing instructions. Always confirm the customer can access the correct interface before proceeding.

Failure to collect essential product information

Failed to collect product model, serial number, or verify warranty status despite troubleshooting a hardware-specific issue.

#TE00130759

What better looks like: Systematically gather model, serial number, and warranty details at the start of every call. This information is critical for accurate diagnostics, warranty validation, and appropriate escalation.

Next Week's Focus

• Start every call with model/serial/warranty collection – this prevents repeat issues and enables accurate troubleshooting.
• Verify all URLs and credentials against KB before sharing them with customers – accuracy builds trust and reduces rework.
• Prioritize structured troubleshooting for CONNECTIVITY issues – follow step-by-step guides, validate each action, and document outcomes.
• Escalate early when product information is missing or issues are complex – involve Level 2 before committing to unsupported actions.

Technical Accuracy

Improvement

Agent provided incorrect web UI URL for MBE7000, leading to access failure and customer frustration.

#TE00128179

Improvement

Agent did not collect essential product information, violating core protocol and delaying resolution.

#TE00130759

Improvement

Agent used unauthorized remote access tool, constituting a security and protocol violation.

#TE00128179

Improvement

Agent provided materially false information about product discontinuation, constituting a serious accuracy failure.

#TE00092429

Improvement

Agent provided false information about firmware support for discontinued hardware, misleading the customer.

#TE00128179

Coaching Moments

Escalation Lessons: What L2 Did

#### #TE00128179 — Resolved by Level 2

• What L1 saw: MBE7000 - slow speed, disconnection to child nodes, firmware update stuck in loop, inability to log into Linksys app.
• Why it escalated: L1 provided incorrect web UI URL and login credentials, failed to collect product details, and did not follow structured troubleshooting.
• Related call chain: This was a multi-contact case with repeated failures across several agents before escalation.
• What L2 did: Performed full mesh reset, verified firmware versions, and addressed offline nodes through remote session and log analysis.
• Current state: Resolved.
• L1 learning points:

- Always verify model-specific URLs and credentials against KB.

- Collect model, serial number, and warranty status early.

- Follow structured mesh troubleshooting: reset, pair, validate LED states.

#### #TE00130759 — Pending with Level 2

• What L1 saw: MX2000 - slow speed & poor range, customer received 3 days ago, not registered on SNLT.
• Why it escalated: L1 incorrectly stated product line discontinued, failed to perform basic diagnostics, and offered pro-rated refund without technical resolution.
• Related call chain: Multiple calls involving different agents, with L1 failing to resolve and escalating incorrectly.
• What L2 did: Discussed ticket during Mission Escalation meeting for further troubleshooting; advised using another server for speed testing and checking RSSI levels.
• Current state: Callback.
• L1 learning points:

- Verify product registration and warranty status before discussing refunds.

- Perform basic diagnostics: wired speed test, node placement check, firmware verification.

- Avoid stating product discontinuation unless confirmed by KB.

#### #TE00130994 — Resolved by Level 2

• What L1 saw: MX6200 - cannot access UI, unexpected error 212.
• Why it escalated: L1 provided vague factory reset advice without confirming prior attempts or access to correct URL.
• Related call chain: L1 call ended without resolution; L2 took over and resolved.
• What L2 did: Advised reset and reconfiguration, confirmed cloud service discontinuation, and guided local login.
• Current state: Resolved.
• L1 learning points:

- Confirm customer can access local admin URL before suggesting resets.

- Provide clear, step-by-step reset instructions.

- Verify cloud service status and guide accordingly.

#### #TE00092429 — Resolved by Level 2

• What L1 saw: MX8500 - unable to verify Linksys Smart Wi-Fi account, weak signal to outdoor cameras.
• Why it escalated: L1 incorrectly stated Linksys Smart Wi-Fi cloud services are discontinued and provided unsupported login guidance.
• Related call chain: L1 call ended without resolution; L2 resolved account verification and signal issues.
• What L2 did: Corrected misinformation, guided proper account verification, and addressed signal strength issues.
• Current state: Resolved.
• L1 learning points:

- Do not state cloud services are discontinued unless confirmed.

- Guide customers through proper account verification steps.

- Address signal issues with appropriate troubleshooting (e.g., node placement, channel selection).

#### #TE00127812 — Resolved by Level 2

• What L1 saw: MX6200 - child node lost connection, steady red light.
• Why it escalated: L1 failed to resolve despite customer moving node closer and performing factory reset.
• Related call chain: L1 call ended after automated greeting; L2 resolved.
• What L2 did: Performed further troubleshooting, including checking switch wiring and attempting to add node via web UI.
• Current state: Resolved.
• L1 learning points:

- Ensure node is within acceptable range and signal strength.

- Guide through proper factory reset and pairing procedures.

- Check for external factors like switch wiring issues.

Coach Appendix

• The week’s highest-signal trend is inconsistent technical accuracy and incomplete product information collection, leading to prolonged handle times and unresolved issues, especially on the MBE7000 and MX2000 models. Focus on structured troubleshooting, accurate product data gathering, and avoiding unauthorized tools or misinformation.

This Week's Calls