eric.marbella@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Scorecard

Where Time Goes

Product Families

Key Observations

• MX is one of the slowest families at 49m 16s.
• WHW is one of the slowest families at 38m 18s.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.27 vs. last week.
• Average handle time moved down by 1m 27s.
• Family swing: MX handle time moved up by 14m 36s vs. last week.

What Went Well

Clear Escalation Path

Strength

"I’ll be ending the call instead. You can also visit our website, which is support.linksys.com. I’ll be ending the call instead. Goodbye for now."

— #PR00132341

Eric consistently set clear expectations for escalation and follow-up, ensuring customers knew exactly when and how they would receive further assistance. This reduced ambiguity and built trust, particularly in refund and replacement scenarios.

Growth Opportunities

Protocol Adherence & Accuracy

Improvement

"support.licence.com"

— #TE00132021

Next Step: Always verify and double-check support URLs, product models, serial numbers, and warranty status before sharing them with customers. Use the official support.linksys.com domain and confirm eligibility criteria upfront to avoid misdirection and rebuild credibility.

Technical Troubleshooting Precision

Improvement

"Perform 5-press method on PN"

— #TE00132021

Next Step: Review Velop-specific pairing procedures to avoid applying Cognitive Mesh steps (e.g., 5-press method) to Velop hardware. Confirm LED indicators and topology before instructing customers, and document findings in HappyFox for future reference.

Next Week's Focus

1. Collect Critical Data First: In every call, verify product model, serial number, and warranty status before troubleshooting or escalating.
2. Avoid Unauthorized Tools: Use only Linksys-approved remote support methods; discontinue third-party tools like Zoho or Zohto.
3. Script Efficient Closures: Reduce silences by preparing concise summaries and next steps. End calls with a clear action item and timeline.
4. Refine Escalation Handoffs: When escalating, document L2’s expected actions in HappyFox and confirm with the customer that they understand the process.

Technical Accuracy

Improvement

"support.ternsys.com"

Note: Provided an invalid support URL instead of the official Linksys domain, violating accuracy protocols and risking customer confusion.

— #PR00132341

Improvement

"Perform 5-press method on PN"

Note: Incorrectly applied a Cognitive Mesh pairing step to Velop hardware, misinterpreting LED states and pairing logic.

— #TE00132021

Improvement

"Join via join.zohto.com"

Note: Used an unauthorized remote-support link, exposing security risks and violating protocol.

— #TE00131245

Coaching Moments

Improvement

"The replacement MX6200 Unit SN: 58W10M2AD01647 (Subject for return if customer wants to proceed with Pro-rated refund)."

Note: Failed to collect or verify warranty status before discussing replacement eligibility, leading to unresolved entitlement disputes.

— #PR00132341

Improvement

"I was not able to replicate this case yesterday because I cannot download the latest sunset firmware for the MX8500..."

Note: Delayed case resolution by awaiting firmware retrieval instead of documenting progress and setting clear expectations.

— #TE00131245

Escalation Lessons: What L2 Did

#PR00132341 — Pending with Level 2

• What L1 Saw: Customer received a used MX6201 replacement, disputed eligibility, and requested a brand-new unit.
• Why it Escalated: L1 failed to verify warranty, document serial numbers, or provide a clear escalation path beyond a vague callback promise.
• What L2 Did: Pending HQ feedback on refund eligibility and replacement policy.
• L1 Learning Points:

1. Always confirm warranty start date and DOP before discussing replacements.

2. Document mismatched serial numbers and escalate with clear entitlement questions.

3. Provide a reference ID for follow-up to avoid repeat contacts.

#TE00131245 — Callback

• What L1 Saw: MX8500 CN node malfunctioning, solid red light, wired backhaul attempted.
• Why it Escalated: L1 misidentified LED colors and used an unauthorized remote tool, preventing effective diagnosis.
• What L2 Did: Requested sysinfo, attempted isolation via firmware check, and scheduled a callback for remote troubleshooting.
• L1 Learning Points:

1. Correctly interpret LED states: solid red = power, blinking red = boot loop.

2. Use only Linksys-approved remote tools; document all steps taken.

3. Capture sysinfo early to accelerate L2 diagnosis.

Coach Appendix

Weekly Trend:

This escalation-heavy week (7 TE-owned calls) highlighted gaps in protocol adherence, particularly around data collection, tool usage, and technical accuracy. Key focus areas for next coaching include stricter validation of product details, elimination of unauthorized tools, and structured escalation documentation to ensure L2 handoffs are actionable and efficient.

This Week's Calls