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

• Accuracy moved up 1.53 vs. last week.
• Communication moved down 0.48 vs. last week.
• Average handle time moved down by 17m 13s.
• Family swing: MBE handle time moved down by 40m 34s vs. last week.
• Family swing: MX handle time moved down by 8m 32s vs. last week.

What Went Well

Basic firewall confirmation

Correctly identified and confirmed the product model (LN3121) during the call, aligning with KB expectations. Accurately conveyed that the router includes a basic SPI firewall, consistent with Linksys KB guidance.

#LTS00102359

Disabling client steering

Correctly guided customer to disable client steering, a known cause of IP assignment issues in mesh networks.

#TE00057780

Log capture guidance

Identified the need to capture diagnostic logs while the issue was occurring and attempted to understand network topology by asking about connected devices and bridge mode configuration.

#TE00110879

Growth Opportunities

Protocol adherence and technical accuracy

Failed to collect essential device information (model, serial, warranty) before applying beta firmware. Provided contradictory model references (MBE7000 vs MX-1500), risking incorrect firmware application and potential hardware damage.

#TE00057780

Communication and call control

Failed to acknowledge customer frustration, used repetitive and confusing questions, and lost call control. Customer expressed significant frustration, stating “You’re wasting my time,” indicating a breakdown in communication and trust.

#TE00110879

Next Week's Focus

1. Always collect model, serial number, and warranty status before any troubleshooting or firmware steps—this prevents missteps and ensures proper escalation paths.
2. Apply systematic mesh troubleshooting: power-cycle, reset, and validate LED states before jumping to firmware updates.
3. Acknowledge customer frustration early and set clear expectations for next steps; this rebuilds trust and reduces escalation risk.
4. Document every action in HappyFox, including firmware versions, test results, and customer commitments, to ensure seamless handoffs to L2 if needed.

Technical Accuracy

Improvement

Failed to collect product model, serial number, or warranty status despite troubleshooting a complex mesh issue with prior case history. No systematic troubleshooting (power-cycle, reset, WAN check) was performed.

#TE00110879

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]). Did not follow standard troubleshooting flow for a non-broadcasting router (no LED check, no Ethernet test, no app/web UI access attempt).

#TE00132427

Improvement

Failed to obtain essential device information (model, serial, warranty) before applying beta firmware. Provided contradictory model references (MBE7000 vs MX-1500), risking incorrect firmware application and potential hardware damage.

#TE00057780

Strength

Correctly identified the need to capture diagnostic logs while the issue was occurring. Attempted to understand network topology by asking about connected devices and bridge mode configuration.

#TE00110879

Strength

Identified correct product family (Velop) and confirmed MBE7000 model after customer clarification. Correctly guided customer to disable client steering, aligning with KB guidance for IP conflict issues.

#TE00057780

Coaching Moments

Improvement

“I’m actually waiting here for a more updated version of that beta firmware. Uh, instead of the existing beta firmware.”

Failed to verify model compatibility before firmware updates and created confusion by referencing contradictory models.

#TE00057780

Improvement

“Well, that’s what I’m gonna do and then, we’ll just. I understand, sir. All right. Well, uh, that should be all for now, and we’ll just give feedback. Well, the avenue for me to present this ticket will be tomorrow. So I can’t confirm if I’ll be able to get a response right away, it may be next week, but, I’ll make sure that after the presentation I’ll be able to get recommendations or feedback from the team on what to do next.”

Provided no clear timeline or commitment for follow-up, leaving the customer without a concrete path forward.

#TE00110879

Improvement

“This model is already discontinued. Nothing actually, sir. So, all of the Linksys models are discontinued.”

Made factually incorrect statements about product discontinuation, which can damage credibility and customer trust.

#TE00132427

Escalation Lessons: What L2 Did

#TE00110879 — Pending with Level 2

• What L1 saw: Intermittent Wi‑Fi drops on an MBE7000 mesh network; beta firmware already applied; customer lost connectivity and couldn’t reconnect.
• Why it escalated: L1 failed to collect model/serial/warranty data, skipped basic troubleshooting (power‑cycle, LED checks), and provided no clear escalation path after log capture.
• Related call chain: This is a repeat contact—previous L1 attempts ended in vague callbacks and abandoned resolutions.
• What L2 did: Reviewed logs, attempted callbacks, and planned further diagnostics; however, no technical fix or follow‑up plan was documented in the ticket.
• Current state: Pending L2 review; customer frustrated and threatening refunds.
• L1 learning points:

1. Always collect model, serial, and warranty before any firmware or diagnostic step.

2. Perform basic mesh troubleshooting (reset, power‑cycle, LED validation) before escalating.

3. Document every action and set clear follow‑up timelines to maintain customer trust.

#TE00057780 — Pending with Level 2

• What L1 saw: Child node disconnected on an MBE7000/MX8500 mesh; “IP address is bad” errors; intermittent drops.
• Why it escalated: L1 applied beta firmware without verifying model compatibility, created confusion with contradictory model references, and didn’t confirm resolution after changes.
• Related call chain: Multiple L1 attempts resulted in unstable connectivity and unresolved issues.
• What L2 did: Disabled client steering, added DHCP reservations, and guided the customer through firmware update steps; however, post‑update validation was incomplete.
• Current state: Callback pending; customer to monitor stability.
• L1 learning points:

1. Disable client steering early for IP assignment issues in mesh networks.

2. Verify model and firmware compatibility before proceeding.

3. Confirm resolution by testing connectivity post‑change and documenting outcomes.

#TE00132135 — Resolved by Level 2

• What L1 saw: MX6200 child node failing to reconnect, blinking red, causing device drops.
• Why it escalated: L1 didn’t perform basic node troubleshooting (reset, power‑cycle, pairing) before requesting logs.
• Related call chain: This was a follow‑up after initial L1 contact; logs were requested but not yet received.
• What L2 did: Confirmed node placement, instructed log capture via node IP, and planned to email detailed steps.
• Current state: Resolved—logs received and reviewed; issue diagnosed as placement-related interference.
• L1 learning points:

1. Attempt standard mesh node troubleshooting (reset, power‑cycle, pair button) before escalating.

2. Collect serial number and verify warranty status early.

3. Provide clear, written instructions for log capture to avoid delays.

#TE00132074 — Pending with Level 2

• What L1 saw: WHW03 mesh nodes not connecting; customer reported missed L2 callback and performance issues.
• Why it escalated: L1 placed the customer on hold without explanation, collected no product details, and made an unverified callback promise.
• Related call chain: Endorsed ticket from another L1; customer awaiting callback.
• What L2 did: Verified endorsement, left a voicemail, and planned a second callback within 30‑60 minutes.
• Current state: Callback pending; customer unreachable during L2 attempts.
• L1 learning points:

1. Collect product model, serial, and warranty information before placing customers on hold.

2. Avoid unverified callback promises; instead, log escalation and set realistic expectations.

3. Acknowledge customer concerns empathetically to maintain trust during holds.

#TE00132427 — Pending with Level 2

• What L1 saw: MR7500 not broadcasting SSID; child node non‑functional after factory reset.
• Why it escalated: L1 incorrectly claimed the model was discontinued and out of warranty without verification, failed to perform standard troubleshooting, and offered no valid resolution path.
• Related call chain: Escalated after L1’s ineffective attempts; customer requested expedited replacement.
• What L2 did: Claimed the ticket, planned callback, and requested purchase receipt for potential RMA.
• Current state: Pending L2 callback; warranty and replacement process not yet initiated.
• L1 learning points:

1. Verify warranty status and collect serial number before discussing replacements.

2. Avoid stating product discontinuation unless confirmed via internal systems.

3. Follow standard hardware fault troubleshooting (LED check, Ethernet test, UI access) before declaring a replacement necessary.

Coach Appendix

• Weekly trend: This was an escalation-heavy week (10 TE-owned calls vs 1 LTS queue call). The agent’s scores in protocol and communication lagged, especially on MBE and MR cases, where handle times were longest. Key focus areas include stricter protocol adherence (model/serial/warranty collection), improved technical accuracy (avoiding contradictory statements), and stronger communication (acknowledging frustration, setting clear expectations).
• Recurring pattern: Multiple escalations involved incomplete product data collection and ambiguous follow‑up plans. The agent should prioritize structured troubleshooting—especially power-cycling, LED validation, and warranty checks—before escalating.
• Evidence highlighted: Coaching moments from tickets #TE00110879, #TE00057780, and #TE00132427 illustrate the need for clearer escalation documentation, accurate model handling, and empathetic customer engagement.

This Week's Calls