eric.marbella@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

## At a Glance

## Scorecard

Scores reflect the average of 5 calls reviewed. Overall score range: 1.10 to 3.00.

## Where Time Goes

#### Models Supported

Slowest models: EA9300 and MX6200. These models show the longest handle times and the lowest overall scores, indicating a need for focused improvement in troubleshooting efficiency and accuracy.

#### Problem Categories

Focus area: CONNECTIVITY. This category has the highest handle time and lowest scores across accuracy and protocol, suggesting a need for more structured troubleshooting and clearer guidance.

## Week-over-Week Movement

No prior-week comparison data available.

## What Went Well

• Accurate LED interpretation:

> "Correctly interpreted LED states (flashing blue = reboot loop, solid red = no internet) per KB: velop_wifi_connectivity.md."

#PR00005769

## Growth Opportunities

• Avoid unauthorized remote access tools:

> "Used unauthorized third-party remote-access software (Zoho) without security approval."

#TE00131111

Next step: Use only approved internal tools for remote access. Verify tool approval before use and follow security protocols.

• Provide correct technical guidance:

> "Provided incorrect support URL (support.netapps.com) instead of official Linksys domains."

#PR00005769

Next step: Always use official Linksys support URLs. Double-check URLs against KB before sharing them with customers.

## Next Week's Focus

• Practice standard troubleshooting steps for connectivity issues before escalating.
• Verify URLs and tools against approved resources before sharing with customers.
• Set clear expectations for callbacks, including times and next steps.
• Review and apply KB guidance for LED interpretation and device-specific reset procedures.

## Technical Accuracy

• Improvement

> "Provided incorrect support URL (support.netapps.com) instead of official Linksys domains."

#PR00005769

• Improvement

> "Used unauthorized third-party remote-access tool (Zoho) without security approval."

#TE00131111

• Improvement

> "Provided incorrect and potentially unsafe support URL (support.nxnlinks.com), not a Linksys domain."

#TE00131428

• Improvement

> "Failed to perform any troubleshooting for mesh node connectivity issue, including reset, pairing, or signal verification."

#TE00131428

## Coaching Moments

• Improvement

> "Did not perform any concrete troubleshooting before placing the call on hold (e.g., power-cycle modem/router, verify WAN connectivity via direct connection to Spectrum router)."

#PR00005769

• Improvement

> "Excessive silence and lack of clear, step-by-step guidance during critical moments (e.g., [22:00]-[23:00], [27:00])."

#PR00005769

• Improvement

> "Did not confirm ability to access the router's web UI or attempt basic recovery steps before deferring to case review."

#PR00005769

• Improvement

> "Failed to set clear expectation for callback time or follow-up method after placing customer on hold."

#PR00005769

## Escalation Lessons: What L2 Did

#### #TE00131111 — Resolved by Level 2

• What L1 saw: Customer had no internet with EA9300 router; WAN port showed orange LED. Direct modem-to-PC connection worked.
• Why it escalated: L1 used unauthorized remote-access tool, provided incorrect URLs, and misinterpreted LED indicators.
• Related call chain: Multiple prior calls with inconsistent resolutions and closures.
• What L2 did: Verified physical cabling, attempted remote access via approved tools, checked IP configuration, and scheduled a callback for firmware reflash.
• Current state: Resolved after callback and firmware update.
• L1 learning points:

- Use only approved remote-access tools.

- Correctly interpret LED states per KB.

- Perform basic troubleshooting (cable swap, WAN verification) before escalation.

#### #TE00131428 — Resolved by Level 2

• What L1 saw: Middle MX2000 node not connecting; app setup failed.
• Why it escalated: L1 provided incorrect support URL and performed no troubleshooting.
• Related call chain: Customer called back after L1’s vague callback promise.
• What L2 did: Guided customer through proper reset and pairing steps, verified mesh topology, and confirmed warranty status.
• Current state: Resolved after successful node pairing.
• L1 learning points:

- Always use official Linksys support URLs.

- Perform standard mesh troubleshooting (reset, pairing, signal check).

- Collect and verify serial numbers and warranty status.

## Coach Appendix

• Highest-signal weekly trend: Inconsistent technical accuracy and unauthorized tool usage led to prolonged handle times and unresolved cases, particularly in connectivity issues. Focus on standard troubleshooting protocols and approved resource usage.
• Recurring pattern: Calls involving MX6200 and EA9300 showed both longest handle times and lowest scores. Review device-specific KB articles and practice LED interpretation and troubleshooting flows.
• Evidence: All coaching moments and technical inaccuracies referenced above.

## This Week's Calls