edgarianmark.catulong@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MBE is the slowest family at 27m 41s; outlier: 2.0x weekly median handle time.
• MR is one of the slowest families at 14m 21s.

Problem Categories

Week-over-Week Movement

• Collect essential product information (model, serial, warranty) before troubleshooting.
• Avoid incorrect claims about product discontinuation or warranty status.
• Follow standard troubleshooting protocols for connectivity and access issues.
• Improve protocol adherence and communication clarity.

What Went Well

1. Accurate model identification

> “I identified the correct product family (Velop) and confirmed MBE7000 model after customer clarification at 03:00.”

#TE00057780

1. Protocol adherence in log capture guidance

> “Correctly diagnosed the blank-page issue and applied the KB-approved direct-URL workaround (http://IP/ui/local/dynamic/index.html).”

#TE00132135

Growth Opportunities

1. Collect essential product information before troubleshooting

> “Failed to obtain product model, serial number, or warranty status despite troubleshooting a complex mesh issue with prior case history.”

#TE00110879

Next step: Always verify model/serial/warranty in the first 2 minutes of complex cases.

1. Avoid incorrect product discontinuation claims

> “Incorrectly claimed all Linksys models are discontinued ([02:00])—materially false and harmful.”

#TE00132427

Next step: Confirm product lifecycle status via internal tools before stating discontinuation.

Next Week's Focus

• Start every mesh case with model/serial/warranty collection (e.g., “Can you share the exact model and serial number?” within the first 90 seconds).
• Verify product status before discussing repairs/replacements; use internal databases for accuracy.
• Practice concise status updates (e.g., “I’ll escalate this to Level 2 and follow up within 2 hours—here’s your case number”).

Technical Accuracy

Improvement

“Failed to collect product model, serial number, or warranty status despite using model-specific beta firmware. Provided contradictory model references (MBE7000 vs MX-1500), risking incorrect firmware application and potential hardware damage.”

#TE00057780

Improvement

“Incorrectly claimed all Linksys models are discontinued ([02:00])—materially false and harmful. Falsely stated the MR7500 is out of warranty without verification ([05:00]).”

#TE00132427

Improvement

“Provided the direct UI URL with HTTPS instead of HTTP, causing certificate warnings and confusion. Failed to guide the customer on how to copy, save, or export the sysinfo output as a text file.”

#TE00132135

Escalation Lessons: What L2 Did

#TE00110879 — Pending with Level 2

• What L1 saw: Intermittent Wi-Fi drops on MBE7000 mesh; beta firmware applied but issues persisted.
• Why it escalated: L1 failed to capture logs, verify warranty, or establish clear next steps.
• What L2 did: Attempted log capture via Linksys app, asked about LED status, and requested recovery key.
• Current state: Callback pending; no technical fix or follow-up plan documented.
• L1 learning points:

1. Capture logs while the issue occurs—don’t rely on customer-initiated uploads.

2. Validate LED states (solid white vs red/flashing) to triage mesh health.

3. Document exact troubleshooting steps and timelines before escalation.

#TE00057780 — Pending with Level 2

• What L1 saw: Child node disconnected on MBE7000 mesh; “IP address is bad” errors.
• Why it escalated: L1 skipped basic troubleshooting (power-cycle, LED check) and provided vague next steps.
• What L2 did: Disabled client steering, added DHCP reservations, and guided beta firmware update.
• Current state: Issue unresolved; customer to monitor stability.
• L1 learning points:

1. Always check node LEDs and perform power-cycles before firmware changes.

2. Use myrouter.local for web UI access—avoid relying on app stability.

3. Confirm firmware compatibility and backup options before flashing.

Coach Appendix

Highest-signal trend: Consistent gaps in collecting model/serial/warranty data before troubleshooting, leading to inefficient escalations and inaccurate claims. Prioritize structured intake in the first 2 minutes of complex cases.

This Week's Calls