# 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 | 33m 27s | MBE7000 | CONNECTIVITY | 5 | 5 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |-------------|-----------|----------------| | Accuracy | 2.00 | 10 | | Protocol | 1.30 | 10 | | Communication | 2.10 | 10 | | Overall | 1.98 | 10 | *Score range this week: 1.1 – 3.0* --- ## Where Time Goes ### Product Families | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | |---|---|---|---|---|---|---|---| | MBE | 3 | 68m 15s | 1.30 | 1.00 | 1.33 | 2.00 | Outlier: 1.5x weekly median handle time | | MX | 7 | 21m 42s | 2.44 | 2.71 | 1.29 | 2.43 | — | **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 | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |---|---|---|---|---|---|---|---| | CONNECTIVITY | 7 | 30m 32s | 1.81 | 1.86 | 1.29 | 2.14 | ✓ | | ACCESS | 3 | 23m 04s | 2.27 | 2.33 | 1.33 | 2.33 | ✓ | **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](https://linksys.happyfox.com/staff/ticket/128179/) 2. **Callback Discipline** Scheduled concrete follow-ups with specific timelines (e.g., “callback within 2–3 hours”) and captured customer availability, ensuring accountability. [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) 3. **Empathy in Frustration** Acknowledged customer dissatisfaction calmly and apologized for inconvenience, maintaining professionalism during escalated conversations. [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) --- ## 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](https://linksys.happyfox.com/staff/ticket/128179/) **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. 2. **Product Information Collection** > “Failed to collect product model, serial number, or warranty status despite troubleshooting a hardware-specific issue.” [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) **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](https://linksys.happyfox.com/staff/ticket/128179/) **Improvement** > Agent provided incorrect login credentials for MBE7000, violating KB and causing customer access issues. [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) **Improvement** > Agent provided materially false information about product discontinuation, violating KB and misleading the customer. [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) **Improvement** > Agent used unauthorized remote access tool, violating security and support protocol. [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) **Improvement** > Agent provided materially incorrect information about firmware support for discontinued hardware. [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) --- ## Escalation Lessons: What L2 Did ### [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-26 | 1.7 | OUTBOUND | MBE7000 | CONNECTIVITY | Callback_or_followup_set | | [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-26 | 1.8 | OUTBOUND | MX2000 | CONNECTIVITY | Callback_or_followup_set | | [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-26 | 1.1 | OUTBOUND | MBE7000 | CONNECTIVITY | Pending_resolution | | [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) | 2026-05-27 | 3.0 | OUTBOUND | MX6200 | ACCESS | Abandoned_or_vague | | [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) | 2026-05-27 | 1.8 | OUTBOUND | MX8500 | ACCESS | Abandoned_or_vague | | [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-27 | 3.0 | OUTBOUND | MX2000 | CONNECTIVITY | Callback_or_followup_set | | [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-27 | 3.0 | OUTBOUND | MX2000 | CONNECTIVITY | Pending_resolution | | [#TE00127812](https://linksys.happyfox.com/staff/ticket/127812/) | 2026-05-29 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | Abandoned_or_vague | | [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-29 | 1.1 | OUTBOUND | MBE7000 | CONNECTIVITY | Abandoned_or_vague | | [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-28 | 3.0 | OUTBOUND | MX2000 | CONNECTIVITY | Pending_resolution |