edgarianmark.catulong@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MBE is the slowest family at 68m 15s; outlier: 1.5x weekly median handle time.
• MX is one of the slowest families at 21m 42s.

Problem Categories

Week-over-Week Movement

• Accuracy moved down 0.51 vs. last week.
• Communication moved up 0.73 vs. last week.
• Average handle time moved up by 2m 32s.
• Family swing: MBE handle time moved up by 32m 48s vs. last week.
• Family swing: MX handle time moved up by 14m 06s vs. last week.

What Went Well

Polite and patient communication

"Thank you for being patient. Hello? Yes, hi, Mr. Andy. My name is Kirby and I'm one of the supervisors here in technical support. How may I help you today, Andy? Yep."

#TE00130759

The agent maintained a calm and polite tone even when facing customer frustration, which helped de-escalate tension and keep the conversation productive.

Growth Opportunities

Incorrect technical guidance

"Initially this has an issue with the range. That's about right."

#TE00130759

The agent provided factually incorrect information about product discontinuation, misleading the customer. What better looks like: Verify product status against current KB before discussing discontinuation, and always confirm with the customer before stating product limitations.

Failure to collect essential product details

"All right, so let me know once it's steady blue or steady red or flashing red. So is it connected to the modem?"

#TE00130759

Critical product information (model, serial number, warranty status) was never collected despite its relevance to troubleshooting. What better looks like: Always open calls by confirming product model, serial number, and warranty status—this provides context for accurate diagnostics and avoids misdirected efforts.

Next Week's Focus

1. Start every call with product identification: Confirm model, serial number, and warranty status within the first 30 seconds to ensure accurate troubleshooting.
2. Verify product status before discussing discontinuation: Cross-check current KB articles to avoid providing outdated or incorrect information.
3. Use structured troubleshooting flows: Follow documented diagnostic steps for connectivity and access issues, validating each step before moving forward.
4. Document and escalate effectively: When issues persist, capture detailed logs and clearly communicate next steps to ensure seamless handoffs to Level 2.

Technical Accuracy

Improvement

"Agent provided incorrect router web UI URL ([REDACTED_PHONE] instead of [REDACTED_PHONE]), leading to access failure."

#TE00128179

The agent gave an incorrect web UI URL, preventing the customer from accessing necessary settings. Always verify URLs against current KB before providing them.

Improvement

"Agent incorrectly stated that Intelligent Mesh and Cognitive Mesh lines, including MX5300/MX8500, are discontinued, misleading the customer."

#TE00130759

Factually incorrect statements about product lines can damage trust and lead to unresolved issues. Always confirm product status through official sources.

Improvement

"Agent used join.zoho.com for remote access, violating security and support protocol."

#TE00128179

Using unauthorized remote access tools compromises security and violates protocol. Use only approved Linksys tools for remote support.

Improvement

"Agent provided materially incorrect information about beta firmware updates for discontinued MX2600 hardware."

#TE00128179

Stating that beta firmware updates continue for discontinued hardware is false and sets unrealistic expectations. Refer to official end-of-life documentation.

Coaching Moments

Strength

"This is Linksys Technical Support. Calling this call is recorded for quality assurance please hold as we connect you to a link sys specialist. Hello sir. All right. This is mark. Is this the best time to you back? All right. Okay, so did you try logging in to the interface? Or Classes Okay. Up and now."

#TE00128179

The agent opened the call professionally, stated the call was recorded for quality assurance, and confirmed the best time to call back—setting a positive tone for the interaction.

Improvement

"Yeah, sir. Sure. Yes, Mark. Okay. All right. Good. Just give me a couple of minutes. Okay? You can hold here. Yeah. Okay. So it's plugged on an it's coming up now, [silence]"

#TE00130759

The agent used excessive silence and failed to maintain engagement during the call. What better looks like: Use active listening techniques and fill silences with clarifying questions or status updates to keep the customer informed and engaged.

Improvement

"All right, so before that sure. How fast is your subscription speed? Okay. And uh, when you initially called it says you're that you were getting 70 to 80 megabits per second."

#TE00130759

The agent struggled with call flow and failed to collect essential speed test data before troubleshooting. What better looks like: Systematically gather subscription speed, current speeds, and environmental factors before proceeding with diagnostics.

Escalation Lessons: What L2 Did

#TE00128179 — Resolved by Level 2

What L1 saw: Customer reported reduced speeds on wired connection to child node, multiple nodes offline, firmware update stuck in loop, and inability to log into the Linksys app.

Why it escalated: The case was escalated due to unresolved connectivity, firmware, and node-offline issues after L1 provided incorrect technical guidance and failed to follow structured troubleshooting.

Related call chain: This was a multi-contact case involving several agents, with the initial call closed incorrectly and subsequent attempts failing to resolve the issue.

What L2 did: L2 performed a full mesh reset, verified firmware versions across nodes, and addressed offline nodes through systematic troubleshooting and configuration checks.

Current state: Resolved.

L1 learning points:

1. Always collect model, serial number, and warranty status at the start of the call.
2. Follow documented troubleshooting flows for mesh systems—reset, pair, and validate LED states before proceeding.
3. Avoid providing incorrect URLs or login credentials; verify against current KB.

#TE00130759 — Callback

What L1 saw: Customer reported very low Wi-Fi speeds (~210 Mbps) and high latency (150–210 ms) on both parent and child nodes despite line-of-sight proximity; poor browsing performance.

Why it escalated: Escalation trigger was not explicit in the available notes. The customer requested a higher technician/L2 agent due to dissatisfaction with L1's inability to resolve the issue.

Related call chain: Multiple calls occurred, including an initial callback set by L1 and subsequent attempts by different agents, all failing to resolve the performance issues.

What L2 did: L2 planned to use another server for speed testing, check RSSI levels, test device connections close to the parent node, and verify express forwarding settings.

Current state: Callback scheduled.

L1 learning points:

1. Perform a wired speed test to isolate modem vs. router performance issues.
2. Verify node placement and signal strength (RSSI) before troubleshooting Wi-Fi performance.
3. Collect model/serial numbers and warranty status to ensure proper support eligibility.

#TE00130994 — Resolved by Level 2

What L1 saw: Customer couldn't access the UI and received error code 212.

Why it escalated: The issue was escalated due to L1's inability to resolve the login error and provide clear next steps.

Related call chain: This was a multi-contact case where L1 advised a factory reset without confirming prior attempts or access to the correct URL.

What L2 did: L2 advised resetting the node to remove artifacts from discontinued cloud services and reconfigure from scratch, providing step-by-step instructions.

Current state: Resolved.

L1 learning points:

1. Confirm the customer's ability to access the correct admin URL before suggesting resets.
2. Provide clear, step-by-step reset and reconfiguration instructions.
3. Verify the success of each troubleshooting step before moving forward.

#TE00092429 — Resolved by Level 2

What L1 saw: Customer couldn't verify Linksys Smart Wi-Fi account via email link; app showed 'account not verified'. Also reported weak Wi-Fi signal to outdoor cameras.

Why it escalated: Escalation trigger was not explicit in the available notes. L1 provided incorrect information about product discontinuation and unsupported login guidance.

Related call chain: Multiple calls occurred, including an initial escalation by another agent and subsequent attempts by L1 that failed to resolve the account verification or signal issues.

What L2 did: L2 corrected misinformation about product discontinuation, provided accurate account verification steps, and addressed weak Wi-Fi signal issues by suggesting proper node placement and configuration.

Current state: Resolved.

L1 learning points:

1. Verify product status against current KB before discussing discontinuation.
2. Use supported account verification methods—email verification is required, not router password.
3. Provide accurate troubleshooting steps for weak Wi-Fi signals, including node placement and signal strength checks.

#TE00127812 — Resolved by Level 2

What L1 saw: One child node appeared to be solid red light despite showing as connected on the Linksys App. Even after rebooting the child node and moving it near the parent node, it still showed solid red light.

Why it escalated: The case was escalated due to L1's inability to resolve the node connectivity issue despite performing a factory reset.

Related call chain: This was a multi-contact case involving several agents, with the initial call closed incorrectly and subsequent attempts failing to add the node or resolve the red light issue.

What L2 did: L2 guided the customer through additional troubleshooting steps, including checking for switches wired to the parent node and encountering errors when trying to add wired nodes.

Current state: Resolved.

L1 learning points:

1. Follow standard Velop mesh recovery procedures—reset, pairing, and LED validation.
2. Check for external devices (like switches) that might interfere with node connectivity.
3. Document exact error messages and troubleshoot systematically before escalating.

Coach Appendix

The week was dominated by connectivity and access issues on MBE and MX product families, with MBE calls taking significantly longer and scoring lower on accuracy and protocol. Key trends include frequent failures to collect essential product details (model, serial number, warranty), provision of incorrect technical guidance (product discontinuation status, URLs, firmware updates), and use of unauthorized remote access tools. These patterns suggest a need for reinforced training on structured troubleshooting, accurate product knowledge, and protocol adherence. Focus should be placed on improving initial call intake procedures, verifying information against current KB before providing guidance, and avoiding unsupported tools.

This Week's Calls