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

• Overall moved down 0.72 vs. last week.
• Accuracy moved down 0.35 vs. last week.
• Communication moved down 0.30 vs. last week.
• Average handle time moved down by 14m 46s.
• Family swing: MX handle time moved down by 23m 51s vs. last week.

What Went Well

Accurate LED interpretation

Correctly interpreted flashing blue LED as reboot loop and solid red on child nodes as no internet (KB reference: velop_wifi_connectivity.md, LED Reference).

#PR00005769

Empathy and acknowledgment

Wow. Wow, 12 hours. Uh-huh. Uh-huh. I really apologize for the inconveniences that you're having with our Links device, but the important Let's talk about that. No worries. Okay.

#TE00131111

Growth Opportunities

Incorrect technical guidance

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

#PR00005769

Unauthorized remote access tool

Used unauthorized third-party remote-access software (Zoho), violating security and compliance protocols.

#TE00131111

Next Week's Focus

• Verify exact model-specific reset procedures before giving instructions.
• Avoid using unauthorized tools; use approved internal remote-access methods.
• Provide correct support URLs and avoid misrepresenting product lifecycle.
• Perform concrete troubleshooting steps before deferring to case review or escalation.

Technical Accuracy

Improvement

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

#PR00005769

Improvement

• Provided invalid support URL: directed customer to support.netapps.com instead of official Linksys domains.

#PR00005769

Improvement

• Used unauthorized third-party remote-access tool (Zoho), violating security and compliance protocols.

#TE00131111

Improvement

• Provided materially incorrect support URL (support.nxnlinks.com), which is not a Linksys domain.

#TE00131428

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131111 — Resolved by Level 2

What L1 saw: No internet connection; EA9300 router WAN port orange LED, direct modem-to-PC connection works.

Why it escalated: Call reached threshold after multiple failed attempts to access router UI and misinterpretation of LED states.

What L2 did: Verified physical cabling, attempted remote access, checked IP configuration, and scheduled callback for firmware reflash and possible ISP configuration.

Current state: Resolved after customer purchased a different router.

L1 learning points:

• Verify exact meaning of orange WAN LED per EA Series KB.
• Avoid using unauthorized remote-access tools.
• Provide correct URLs for router UI access.

#TE00131428 — Resolved by Level 2

What L1 saw: Middle MX2000 node not connecting; app setup fails.

Why it escalated: No troubleshooting performed; incorrect support URL provided.

What L2 did: Processed callback, confirmed customer unavailable, and resolved ticket after customer decided not to pursue further.

Current state: Resolved.

L1 learning points:

• Perform standard mesh node troubleshooting (reset, pairing, signal verification).
• Collect serial number and verify warranty status.
• Provide correct Linksys support URLs.

Coach Appendix

• Highest-signal weekly trend: protocol adherence averaged 1.4, indicating need for stricter adherence to documented procedures and reduced reliance on unverified methods.
• Recurring technical pattern: incorrect URLs and unauthorized tools led to confusion and potential security risks; focus on accurate resource provision and compliance.
• Evidence already surfaced above; no new transcript quotes introduced.

This Week's Calls