edgarianmark.catulong@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Score range this week: 1.1 – 3.0

Where Time Goes

Product Families

Key Pattern:

MBE calls dominate both volume and duration, with significantly lower accuracy and protocol scores. This suggests complex mesh troubleshooting scenarios requiring deeper product-specific guidance and structured problem-solving.

Problem Categories

Drill-Down Insights:

• CONNECTIVITY issues show the lowest accuracy scores (1.86), indicating a need for stricter adherence to KB-guided troubleshooting for mesh node stability and firmware validation.
• ACCESS problems involve account verification and cloud service confusion; clarify support eligibility for discontinued services and avoid misinformation.

Week-over-Week Movement

• Accuracy decreased by 0.51 points vs. last week.
• Communication improved by 0.73 points.
• Average handle time increased by 2m 32s.

Focus Points: Prioritize accuracy recovery while maintaining communication gains.

What Went Well

1. Proactive Log Collection

> “Agent attempted to capture logs from child nodes, which may provide useful diagnostic data for senior tier review.”

#TE00128179

1. Callback Discipline

Scheduled concrete follow-ups with specific timelines (e.g., “callback within 2–3 hours”) and captured customer availability, ensuring accountability.

#TE00130759

1. Empathy in Frustration

Acknowledged customer dissatisfaction calmly and apologized for inconvenience, maintaining professionalism during escalated conversations.

#TE00130759

Growth Opportunities

1. Technical Accuracy in Guidance

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

#TE00128179

Next Step: Always verify URLs and credentials against the latest KB before issuing instructions. Use the official myrouter.local or http://[REDACTED_PHONE] format for MBE7000.

1. Product Information Collection

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

#TE00130759

Next Step: Start every call by confirming the exact product model, serial number, and warranty status. This enables accurate troubleshooting and eligibility checks.

Next Week's Focus

• Start every call with product/model/serial/warranty verification.
• Cross-check all guidance (URLs, credentials, steps) against the latest KB before sharing.
• Avoid unauthorized tools (e.g., join.zoho.com); use only Linksys-approved remote-access methods.
• For discontinued products, clarify support boundaries clearly and avoid misinformation.

Technical Accuracy

Improvement

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

#TE00128179

Improvement

Agent provided incorrect login credentials for MBE7000, violating KB and causing customer access issues.

#TE00128179

Improvement

Agent provided materially false information about product discontinuation, violating KB and misleading the customer.

#TE00130759

Improvement

Agent used unauthorized remote access tool, violating security and support protocol.

#TE00128179

Improvement

Agent provided materially incorrect information about firmware support for discontinued hardware.

#TE00128179

Escalation Lessons: What L2 Did

#TE00128179 — Resolved by Level 2

• What L1 saw: Customer reported slow speeds, offline nodes, firmware update loops, and app login failures on an MBE7000 mesh system.
• Why it escalated: L1 provided incorrect URLs/credentials, failed to validate troubleshooting outcomes, and used unauthorized tools.
• Related call chain: This was the third contact for the same issue; prior L1 attempts ended with vague callbacks and unresolved errors.
• What L2 did:

- Performed full mesh reset and rebuild per universal_mesh_full_rebuild.md.

- Verified firmware versions across nodes and addressed cloud-service discontinuation artifacts.

- Conducted remote session using supported tools to analyze logs and confirm hardware health.

• Current state: Resolved after reconfiguring nodes and clearing cloud-service residuals.
• L1 learning points:

1. Always validate URLs/credentials against KB before instructing customers.

2. For mesh instability, guide through full factory reset and Pair-button rebuild.

3. Use only authorized remote-access tools; document all steps for handoff.

Coach Appendix

Weekly Trend Summary:

Accuracy dipped due to inconsistent technical guidance (URLs, credentials, product discontinuation claims). Handle time increased as MBE cases required deeper troubleshooting. Key focus: reinforce KB adherence, strict product-info collection, and authorized tool usage to regain accuracy while preserving communication gains.

Recurring Pattern:

Calls involving discontinued products or cloud-service changes triggered misinformation and unresolved issues. Ensure clear eligibility criteria are communicated upfront, and avoid speculative statements about product lifecycles.

(No additional quotes introduced beyond those surfaced in main report sections.)

This Week's Calls