eric.marbella@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• EA is one of the slowest families at 82m 34s.
• MX is one of the slowest families at 34m 40s.

Problem Categories

Week-over-Week Movement

• Improve technical accuracy and protocol adherence, especially for mesh node connectivity and reset procedures.
• Avoid unauthorized tools and incorrect URLs; use only approved internal resources.
• Perform concrete troubleshooting steps before deferring to case review or escalation.

What Went Well

• Accurate information collection: You consistently gathered essential customer and device details, which is crucial for effective troubleshooting and follow-up.

> "05 7 6 9. for correct"

#PR00005769

Growth Opportunities

• Technical accuracy and protocol adherence: There were instances where incorrect technical guidance was provided, such as claiming a product is end-of-life or instructing an improper reset duration. Moving forward, ensure you verify product lifecycles and reset procedures against the latest KB articles before providing instructions.

> "Misrepresented product lifecycle: falsely claimed MX6200 is end-of-life ([36:00])."

#PR00005769

• Use of authorized tools and correct URLs: Avoid using unauthorized third-party tools and ensure all support URLs provided are official Linksys domains. This maintains security and compliance.

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

#TE00131111

Next Week's Focus

• Verify product specifics: Before providing any technical guidance, double-check the product’s specifications, lifecycle status, and supported procedures in the KB.
• Use only approved tools: Ensure all remote-access tools and support URLs provided to customers are authorized and align with company policies.
• Perform concrete troubleshooting: Before escalating or deferring to case review, execute at least one concrete troubleshooting step (e.g., power cycle, firmware check) and document the outcome.
• Set clear expectations: When placing a customer on hold or scheduling a callback, always confirm the time and method of follow-up to avoid confusion.

Technical Accuracy

• Improvement

>

Incorrect reset duration and procedure for MX6200: instructed 20-second hold instead of 15 seconds per KB.

#PR00005769

• Improvement

>

Used unauthorized third-party remote-access tool (Zoho) and provided incorrect URL (join.zoho.com).

#TE00131111

• Improvement

>

Provided materially incorrect support URL (support.nxnlinks.com) and performed no troubleshooting for mesh node connectivity.

#TE00131428

Coaching Moments

• Improvement

> "Thank you for reaching out to us. To assist you with adding a node to your Linksys mesh network using the web user interface (Web UI), please follow the step-by-step guide below: 1. Open a desktop browser and enter \"[www.myrouter.info][1]\" or \"myrouter.info\" in the address bar, then press Enter. 2. When prompted, enter your router password. This is the same as your default Wi-Fi password found on the label at the bottom of your router unless you have customized it. 3. If you do not see the login..."

Note: The agent provided incorrect and potentially unsafe support URL and failed to perform any troubleshooting for a standard mesh node connectivity issue.

#TE00131428

Escalation Lessons: What L2 Did

#TE00131111 — Resolved by Level 2

• What L1 saw: Customer reported no internet connection with EA9300 router; WAN port orange, 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: This was a follow-up to earlier calls where the customer was misdirected and unresolved.
• What L2 did: L2 advised against using unauthorized tools, corrected the interpretation of the orange WAN LED, and scheduled a callback for firmware reflash and possible ISP configuration verification.
• Current state: Resolved after customer purchased a different router.
• L1 learning points:

- Always use approved internal tools for remote access.

- Correctly interpret LED indicators according to KB (orange WAN LED indicates no internet connectivity).

- Perform basic troubleshooting (e.g., WAN cable swap, IP configuration check) before escalating.

#TE00131428 — Resolved by Level 2

• What L1 saw: Middle MX2000 node not connecting in a three-node mesh; app setup failed.
• Why it escalated: L1 provided incorrect support URL, performed no troubleshooting, and ended the call vaguely.
• Related call chain: This was a follow-up where the customer was misdirected and unresolved.
• What L2 did: L2 instructed proper mesh node reset and pairing procedures, provided correct self-help resources, and scheduled a callback if needed.
• Current state: Resolved after customer agreed to call back.
• L1 learning points:

- Use only official Linksys support URLs.

- Perform standard mesh troubleshooting (reset, pairing, signal verification) before escalating.

- Collect and verify serial numbers and warranty status.

Coach Appendix

• The primary weekly trend is a decline in overall and accuracy scores, driven by technical inaccuracies and protocol violations, especially in handling connectivity issues and mesh node setups. Focus on improving technical accuracy, adhering to protocol, and performing concrete troubleshooting before escalation.

This Week's Calls