### 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 | |---|---|---|---|---|---| | 10 | 32m 09s | MBE7000 | CONNECTIVITY | 5 | 5 | --- ### Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.10 | 10 | | Protocol | 1.40 | 10 | | Communication | 2.10 | 10 | | Overall | 1.90 | 10 | *Scores reflect the number of calls reviewed (10) and the score range (lowest to highest overall).* --- ### Where Time Goes **Models Supported** | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---|---|---|---|---|---|---| | MBE7000 | 4 | 52m 09s | 1.40 | 1.00 | 1.20 | 2.00 | | MX2000 | 4 | 25m 47s | 2.40 | 2.50 | 1.20 | 2.50 | | MX6200 | 2 | 06m 01s | 2.20 | 4.00 | 1.00 | 2.00 | 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** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |---|---|---|---|---|---|---|---| | CONNECTIVITY | 7 | 36m 23s | 1.80 | 1.70 | 1.40 | 2.10 | ✓ | | ACCESS | 3 | 25m 35s | 2.10 | 3.00 | 1.30 | 2.00 | ✓ | 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](https://linksys.happyfox.com/staff/ticket/128179/) *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](https://linksys.happyfox.com/staff/ticket/130759/) *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](https://linksys.happyfox.com/staff/ticket/128179/) **Improvement** > Agent did not collect essential product information, violating core protocol and delaying resolution. > [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) **Improvement** > Agent used unauthorized remote access tool, constituting a security and protocol violation. > [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) **Improvement** > Agent provided materially false information about product discontinuation, constituting a serious accuracy failure. > [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) **Improvement** > Agent provided false information about firmware support for discontinued hardware, misleading the customer. > [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) --- ### Coaching Moments --- ### Escalation Lessons: What L2 Did #### [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) — 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](https://linksys.happyfox.com/staff/ticket/130759/) — 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](https://linksys.happyfox.com/staff/ticket/130994/) — 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](https://linksys.happyfox.com/staff/ticket/92429/) — 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](https://linksys.happyfox.com/staff/ticket/127812/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-26 16:01:34+00:00 | 1.7 | OUTBOUND | MBE7000 | CONNECTIVITY | Callback or follow-up set | | [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-26 19:45:46+00:00 | 1.8 | OUTBOUND | MX2000 | CONNECTIVITY | Callback or follow-up set | | [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-26 23:01:07+00:00 | 1.1 | OUTBOUND | MBE7000 | CONNECTIVITY | Pending resolution | | [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) | 2026-05-27 17:05:10+00:00 | 3.0 | OUTBOUND | MX6200 | ACCESS | Abandoned or vague | | [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) | 2026-05-27 19:24:15+00:00 | 1.8 | OUTBOUND | MX8500 | ACCESS | Abandoned or vague | | [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-27 21:12:58+00:00 | 3.0 | OUTBOUND | MX2000 | CONNECTIVITY | Callback or follow-up set | | [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-28 15:20:17+00:00 | 3.0 | OUTBOUND | MX2000 | CONNECTIVITY | Abandoned or vague | | [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-28 15:45:30+00:00 | 3.0 | OUTBOUND | MX2000 | CONNECTIVITY | Pending resolution | | [#TE00127812](https://linksys.happyfox.com/staff/ticket/127812/) | 2026-05-29 02:57:48+00:00 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | Abandoned or vague | | [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-29 23:03:57+00:00 | 1.1 | OUTBOUND | MBE7000 | CONNECTIVITY | Abandoned or vague |