alvin.edio@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 |
|---|---|---|---|---|---|
| 4 | 7m 52s | MBE7000 | CONNECTIVITY | 4 | 1 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 4 |
| Protocol | 2.25 | 4 |
| Communication | 2.00 | 4 |
| Overall | 2.42 | 4 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MBE | 1 | 10m 10s | 1.50 | 1.00 | 1.00 | 1.00 | |
| MX | 1 | 9m 12s | 3.50 | 5.00 | 3.00 | 2.00 | |
| EA | 1 | 6m 32s | 1.70 | 1.00 | 2.00 | 3.00 | |
| WRT | 1 | 5m 36s | 3.00 | 5.00 | 3.00 | 2.00 |
Key Observations
- MBE is one of the slowest families at 10m 10s.
- MX is one of the slowest families at 9m 12s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 10m 10s | 1.50 | 1.00 | 1.00 | 1.00 | ✓ |
| NO TROUBLESHOOTING NEEDED | 1 | 9m 12s | 3.50 | 5.00 | 3.00 | 2.00 | |
| SETUP | 1 | 5m 36s | 3.00 | 5.00 | 3.00 | 2.00 | |
| ACCESS | 1 | 6m 32s | 1.70 | 1.00 | 2.00 | 3.00 | ✓ |
Week-over-Week Movement
- Overall moved up 0.27 vs. last week.
- Accuracy moved up 0.22 vs. last week.
- Protocol moved up 0.66 vs. last week.
- Average handle time moved down by 8m 01s.
- Family swing: WRT handle time moved down by 8m 32s vs. last week.
- Family swing: EA handle time moved down by 5m 38s vs. last week.
- Family swing: MX handle time moved down by 5m 16s vs. last week.
What Went Well
Accurate EOL identification
Correctly identified the MX5300 as end-of-life and accurately cited the final firmware release date (April 14, 2022) per KB (universal_eol_firmware.md).
Legacy device support guidance
Accurately identified the WRT54GV5 as a legacy device no longer supported and provided the correct support URL: https://support.linksys.com.
Growth Opportunities
Incorrect product identification
Misidentified the product as MBE70 instead of MX6200 at [03:00], leading to materially incorrect technical context.
Next step: Always verify the exact product model and family before proceeding with troubleshooting. Use the customer's description and any available documentation to confirm the device type.
No troubleshooting performed
Failed to perform any basic troubleshooting steps (e.g., speed test, WAN check, node restart) despite customer describing a solvable performance issue.
Next step: For performance issues, always perform at least one basic troubleshooting step before escalating. This includes speed tests, WAN checks, and basic node restarts as outlined in the KB.
Next Week's Focus
- Verify product model and family before proceeding with any troubleshooting or escalation.
- Perform at least one basic troubleshooting step (speed test, WAN check, node restart) for performance issues before considering escalation.
- Guide customers through account management using the correct methods (website/app) rather than suggesting factory resets.
- Maintain clear and empathetic communication, especially when dealing with frustrated or confused customers.
Technical Accuracy
Improvement
Misidentified product as MBE70 instead of MX6200, leading to incorrect technical context. This contradicts KB guidance for MX6200 setup and troubleshooting.
Improvement
Failed to perform basic troubleshooting (speed test, WAN check, node restart) despite customer describing a solvable performance issue. KB explicitly requires these steps for speed/performance issues.
Improvement
Provided incorrect technical advice for changing account email (factory reset of EA-9300). Correct method is via Linksys website/app.
Strength
Correctly identified MX5300 as end-of-life and provided accurate last firmware date (April 14, 2022) per KB (universal_eol_firmware.md).
Strength
Accurately identified WRT54GV5 as legacy device and provided correct support URL (support.linksys.com).
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00128179 — Resolved by Level 2
What L1 saw: Customer reported buffering and poor performance after switching to business internet and replacing a mesh node with an MX6200, suspecting VLAN throughput limitations between the modem and the node.
Why it escalated: The case was escalated due to incorrect product identification (MBE70 instead of MX6200) and lack of basic troubleshooting steps, making it difficult for L2 to proceed effectively.
Related call chain: This was part of a longer chain of interactions where the customer had previously been misinformed and received inconsistent guidance across multiple agents.
What L2 did: L2 conducted follow-up calls, had the customer disable IPV6 Automatic and express forwarding, generated logs, offered remote access via Zoho, and ultimately guided the customer through resetting and reconfiguring the nodes to remove artifacts of discontinued cloud services (LSWF).
Current state: The case is resolved.
L1 learning points:
- Always verify the exact product model and family before proceeding.
- For performance issues, perform basic troubleshooting steps (speed tests, WAN checks, node restarts) before escalation.
- When customers mention switching ISPs or replacing nodes, gather detailed information about the new setup and any changes made.
Coach Appendix
Highest-signal weekly trend: The most significant issue this week was incorrect product identification leading to flawed troubleshooting and escalation. This highlights a need for stricter verification processes before proceeding with any technical steps.
Recurring pattern: Misidentification of product models and families, particularly confusing MBE and MX series, led to incorrect technical context and ineffective support. This pattern should inform the next coaching conversation to emphasize product verification and KB alignment.
No additional coach-only appendix material was extracted this week.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130800 | 2026-05-25 23:53:38+00:00 | 3.5 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | ✓ Resolved |
| #TE00128179 | 2026-05-26 00:10:43+00:00 | 1.5 | INBOUND | MBE7000 | CONNECTIVITY | ↑ Escalated |
| #LTS00130803 | 2026-05-26 00:29:24+00:00 | 3.0 | INBOUND | WRT54G | SETUP | ✓ Likely resolved |
| #LTS00130806 | 2026-05-26 00:38:26+00:00 | 1.7 | INBOUND | EA9300 | ACCESS | ⏳ Pending |