# eric.marbella@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 | | --- | --- | --- | --- | --- | --- | | 5 | 38m 48s | MX6200 | CONNECTIVITY | 3 | 2 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.40 | 5 | | Protocol | 1.40 | 5 | | Communication | 2.00 | 5 | | Overall | 1.80 | 5 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | EA | 1 | 82m 34s | 1.60 | 1.00 | 1.00 | 2.00 | | | MX | 3 | 34m 40s | 1.97 | 2.00 | 1.67 | 2.67 | | **Key Observations** - EA is one of the slowest families at 82m 34s. - MX is one of the slowest families at 34m 40s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 3 | 31m 57s | 1.40 | 1.00 | 1.00 | 2.00 | ✓ | | HARDWARE | 1 | 31m 38s | 3.00 | 4.00 | 2.00 | 3.00 | | | GENERAL INQUIRY | 1 | 8m 4s | 1.50 | 5.00 | 1.00 | 1.00 | ✓ | ## 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](https://linksys.happyfox.com/staff/ticket/5769/) **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](https://linksys.happyfox.com/staff/ticket/131111/) --- ## Growth Opportunities **Incorrect technical guidance** > Incorrect reset duration and procedure for MX6200: instructed 20-second hold instead of 15 seconds per KB. [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) **Unauthorized remote access tool** > Used unauthorized third-party remote-access software (Zoho), violating security and compliance protocols. [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) --- ## 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](https://linksys.happyfox.com/staff/ticket/5769/) **Improvement** - Provided invalid support URL: directed customer to support.netapps.com instead of official Linksys domains. [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) **Improvement** - Used unauthorized third-party remote-access tool (Zoho), violating security and compliance protocols. [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) **Improvement** - Provided materially incorrect support URL (support.nxnlinks.com), which is not a Linksys domain. [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — 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](https://linksys.happyfox.com/staff/ticket/131428/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 19:37:50+00:00 | 1.5 | INBOUND | | GENERAL INQUIRY | No resolution possible due to lack of information. | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 19:46:17+00:00 | 3.0 | INBOUND | MX6200 | HARDWARE | Pending resolution | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 20:19:37+00:00 | 1.8 | OUTBOUND | MX6200 | HARDWARE | Pending resolution | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-28 01:18:45+00:00 | 1.6 | OUTBOUND | EA9300 | CONNECTIVITY | Callback or follow-up set | | [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) | 2026-05-29 19:37:48+00:00 | 1.1 | OUTBOUND | MX2000 | CONNECTIVITY | Abandoned or vague |