paolo.ebora@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 |
|---|---|---|---|---|---|
| 6 | 44m 45s | MX6200 | CONNECTIVITY | 6 | 6 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.17 | 6 |
| Protocol | 1.50 | 6 |
| Communication | 2.00 | 6 |
| Overall | 1.83 | 6 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MX | 2 | 66m 12s | 2.50 | 3.00 | 2.00 | 2.00 | |
| MR | 1 | 46m 21s | 1.40 | 1.00 | 2.00 | 2.00 | |
| EA | 1 | 44m 20s | 1.30 | 1.00 | 1.00 | 2.00 | |
| WRT | 1 | 28m 54s | 3.00 | 4.00 | 2.00 | 2.00 | |
| MBE | 1 | 16m 8s | 1.30 | 1.00 | 1.00 | 2.00 |
Key Observations
- MX is one of the slowest families at 66m 12s.
- MR is one of the slowest families at 46m 21s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 4 | 54m 23s | 1.75 | 1.75 | 1.25 | 2.00 | ✓ |
| SETUP | 1 | 46m 21s | 1.40 | 1.00 | 2.00 | 2.00 | ✓ |
| ACCESS | 1 | 4m 36s | 3.60 | 5.00 | 3.00 | 2.00 |
Week-over-Week Movement
- Improve technical accuracy in product guidance and troubleshooting procedures
- Adhere to protocol for collecting essential device information (serial number, warranty status)
- Avoid unsupported procedures and incorrect URLs
- Provide clear and accurate next steps for unresolved issues
What Went Well
- Professional communication in rescheduling
> “I will be calling you, sir, 4:00 P.M. tomorrow.”
Maintained polite tone and confirmed next steps clearly during a time-sensitive rescheduling call.
Growth Opportunities
- Technical accuracy in product guidance
> “MX 62… http://[REDACTED_PHONE]”
Avoid unsupported procedures (e.g., 5‑press reset on SPNM devices) and verify URLs. Use KB‑validated commands and default IPs (e.g., myrouter.info).
- Protocol adherence in device information collection
Calls frequently omitted serial numbers, warranty status, and case numbers during hardware troubleshooting.
Next step: Systematically capture model, serial, warranty, and case ID before proceeding with diagnostics.
Next Week's Focus
- Validate reset procedures: Confirm device family before instructing resets; avoid 5‑press on SPNM/Cognitive Mesh.
- Standardize device intake: Add serial number, warranty status, and case number to every hardware-related call summary.
- Verify connectivity post‑update: After firmware reflash, confirm WAN/internet status and Wi‑Fi reconnectivity.
- Review KB for URL defaults: Use
myrouter.infofor SPNM andmyrouter.localfor MR/WRT series.
Technical Accuracy
Improvement
Applied 5‑press reset method on a SPNM/Cognitive Mesh model (MX6200), which is unsupported and potentially harmful.
Improvement
Incorrect URL provided for router admin access on SPNM device. Should have used http://myrouter.info as per KB.
Improvement
Incorrectly stated that firmware reflash could take 24 hours to “sink in”, which is not supported by KB.
Improvement
Provided materially inaccurate product information (“MPE 7000”) which does not exist in Linksys lineup.
Improvement
Failed to collect essential device information (model, serial number) during hardware troubleshooting.
Escalation Lessons: What L2 Did
#TE00023348 — Resolved by Level 2
- What L1 saw: MX6200 mesh parent node solid red, intermittent internet; child node solid white. L1 applied unsupported 5‑press reset and incorrect URL.
- Why it escalated: Issue persisted after invalid troubleshooting; no valid resolution path provided.
- Related call chain: Multiple L1 attempts (c87810c2, 3eb5c2d2, a65212ea) failed to resolve; L2 claimed ticket after threshold breach.
- What L2 did: Verified physical connections, guided safe reset, accessed correct admin UI (
myrouter.info), and validated WAN connectivity. - Current state: Resolved after L2 re‑established proper troubleshooting flow.
- L1 learning points:
1. Confirm device family before reset instructions.
2. Use KB‑validated URLs (myrouter.info for SPNM).
3. Validate internet connectivity after each major step.
#TE00130897 — Resolved by Level 2
- What L1 saw: MR2000 WAN light purple/red; unable to access router UI. L1 provided incorrect URLs and unsupported 5‑press pairing.
- Why it escalated: No WAN verification; customer remained offline.
- Related call chain: L1 (b1fa6f4c) escalated after failed troubleshooting; L2 (limuel.saura) claimed and resolved.
- What L2 did: Verified modem WAN status, guided safe factory reset, accessed router via correct IP, and confirmed internet.
- Current state: Resolved.
- L1 learning points:
1. Always verify modem WAN status before router troubleshooting.
2. Use supported reset methods only.
3. Confirm successful UI access and internet post‑reset.
#TE00131280 — Resolved by Level 2
- What L1 saw: EA7450 no internet; extender functional. L1 reflashed firmware but did not verify connectivity.
- Why it escalated: Customer still offline; no validation after reflash.
- Related call chain: L1 (joziel.licmoan) attempted reflash; L2 claimed after threshold breach.
- What L2 did: Re‑verified WAN, guided reconfiguration, and confirmed internet via wired test.
- Current state: Resolved.
- L1 learning points:
1. Validate internet/WAN after firmware update.
2. Collect serial/warranty info before hardware troubleshooting.
3. Avoid misstating reflash timelines.
#TE00127677 — Resolved by Level 2
- What L1 saw: MBE7000 child node weak signal (‑77 dBm). L1 suggested unsupported “MPE 7000” upgrade.
- Why it escalated: No mesh troubleshooting performed; inaccurate product info.
- Related call chain: Multiple L1 attempts (raquel.intong, paolo.ebora) failed to resolve coverage.
- What L2 did: Advised proper mesh node placement, safe reset, and backhaul optimization.
- Current state: Resolved.
- L1 learning points:
1. Collect model/serial before discussing upgrades.
2. Use accurate product names and pricing.
3. Perform standard mesh diagnostics (RSSI, backhaul, placement).
#TE00131348 — Resolved by Level 2
- What L1 saw: MX4200 unable to access personal website via Linksys network.
- Why it escalated: L1 misdiagnosed as ISP issue without network isolation.
- Related call chain: L1 (dorothybelle.oraiz) escalated after failed troubleshooting.
- What L2 did: Guided network isolation (modem‑direct test), verified DNS, and reconfigured firewall.
- Current state: Resolved.
- L1 learning points:
1. Isolate node by connecting device directly to modem.
2. Verify DNS and firewall settings.
3. Document test results clearly before escalation.
#TE00131346 — Resolved by Level 2
- What L1 saw: WRT3200ACM no internet after modem swap.
- Why it escalated: L1 could not restore connectivity despite power cycles.
- Related call chain: L1 (jeraldjun.villanubos) escalated after threshold breach.
- What L2 did: Guided full power cycle, accessed router UI, and reconfigured Wi‑Fi.
- Current state: Resolved.
- L1 learning points:
1. Always collect modem and router LEDs during diagnosis.
2. Verify WAN status via Status > Internet page.
3. Confirm Wi‑Fi reconnectivity after configuration changes.
Coach Appendix
* Highest-signal trend: Persistent handle‑time outliers in MX/MR/EA families correlate with incomplete device information collection and unsupported troubleshooting steps.
* Recurring pattern: Calls involving hardware troubleshooting often miss serial numbers, warranty checks, and case citations, increasing escalation risk.
* Key evidence: See Technical Accuracy and Escalation Lessons sections for specific transcript and resolution patterns.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00023348 | 2026‑05‑26 | 1.4 | OUTBOUND | MX6200 | CONNECTIVITY | ⏳ Pending |
| #TE00130897 | 2026‑05‑26 | 1.4 | OUTBOUND | MR2000 | SETUP | ⏳ Pending |
| #TE00131280 | 2026‑05‑28 | 1.3 | OUTBOUND | EA7450 | CONNECTIVITY | ⏳ Pending |
| #TE00127677 | 2026‑05‑28 | 1.3 | INBOUND | MBE7000 | CONNECTIVITY | ⏳ Pending |
| #TE00131348 | 2026‑05‑29 | 3.6 | OUTBOUND | MX4200 | ACCESS | Callback set |
| #TE00131346 | 2026‑05‑29 | 3.0 | OUTBOUND | WRT3200ACM | CONNECTIVITY | ✓ Resolved |