john.pagurayan@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 the slowest family at 89m 36s; outlier: 1.9x weekly median handle time.
• OTHER is one of the slowest families at 6m 23s.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.50 vs. last week.
• Average handle time moved up by 2m 35s.

What Went Well

• Effective follow-up scheduling

Agent scheduled a callback for follow-up after customer retrieves store information.

#TE00128936

• Clear next-step communication

Agent will review the submitted photo of the unit, verify model/serial, assess warranty eligibility, and contact the customer within 24–48 business hours with a replacement recommendation.

#TE00128936

Growth Opportunities

• Protocol gaps in case documentation

What better looks like: Initiate formal escalation or create a case note even when acting as an escalation team member, ensuring all actions are documented and traceable.

#TE00128936

• Incomplete troubleshooting steps

What better looks like: Verify internet connectivity and admin-page access before proposing next steps, and collect serial numbers and firmware versions proactively to avoid delays.

#TE00131958

Next Week's Focus

1. Document every escalation action – Create a case note or escalation log for each step taken, even in “escalation team” calls.
2. Collect serial numbers and firmware versions upfront – Ask for these details during the first contact to speed up warranty and troubleshooting decisions.
3. Verify basic connectivity before complex steps – Confirm internet access and admin-page reachability before proposing node resets or log generation.
4. Use authorized remote-access tools only – Replace any third-party tools with Linksys-approved methods for remote sessions.

Technical Accuracy

Improvement

Used non-Linksys remote-access software (Zoho), violating policy.

#TE00131958

Improvement

Failed to collect serial number despite discussing warranty and replacement.

#TE00128936

Improvement

Did not verify firmware version despite mentioning it as a potential factor.

#TE00128936

Strength

Successfully guided customer through node reset and re-pairing procedure for kitchen node.

#TE00131958

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00128936 — Resolved by Level 2

• What L1 saw: Customer reported 5G signal failure and router reboots when switching to 5G mode; only 4G mode worked.
• Why it escalated: The issue persisted despite factory resets, APN configuration, and SIM testing; L1 could not isolate the root cause.
• Related call chain: This was a multi-contact case involving prior L1 attempts and an escalation handoff.
• What L2 did: L2 recommended a full factory reset, manual CSL APN configuration, and controlled testing in an alternate location. They also requested the model and serial number for warranty assessment.
• Current state: The case is updated and pending customer feedback on the proposed steps.
• L1 learning points:

1. Always collect model and serial numbers early to enable warranty checks.

2. Verify firmware version and consider a full factory reset before escalating.

3. Document all troubleshooting steps and customer responses to provide a clear handoff.

#TE00131958 — Resolved by Level 2

• What L1 saw: All nine MX6200 mesh nodes were flashing red and not reconnecting; the parent node appeared solid white.
• Why it escalated: L1 discussed potential topology issues but performed no concrete troubleshooting and ended the call with only a plan.
• Related call chain: This was a follow-up call after an initial contact where L1 used unauthorized remote access.
• What L2 did: L2 accessed the parent node admin page, generated system logs, and guided the customer through resetting and re-adding child nodes one at a time. They also replaced a suspect Ethernet cable.
• Current state: The case is resolved, though the kitchen node remains unstable and may need further attention.
• L1 learning points:

1. Verify internet connectivity and admin-page access before proposing complex troubleshooting.

2. Avoid unauthorized remote-access tools; use Linksys-approved methods.

3. Document node topology and serial numbers to aid in future troubleshooting.

#TE00122329 — Pending with Level 2

• What L1 saw: Customer claimed a defective MX4200 router under warranty, but no ticket or RMA number was found.
• Why it escalated: L1 could not verify the defect or locate prior support records, requiring escalation for resolution.
• Related call chain: This was a new escalation after the customer rejected a pro-rated refund and requested a physical replacement.
• What L2 did: L2 offered a comparable replacement model (LN1601-AH) and contacted the customer for confirmation.
• Current state: The case is pending customer feedback on the replacement model.
• L1 learning points:

1. When a customer claims warranty issues, verify existing tickets or RMA numbers before escalating.

2. Document all customer communications and prior support interactions to provide context for L2.

3. Be prepared to offer alternative solutions, such as comparable replacements, when standard repairs are not feasible.

Coach Appendix

• The week was escalation-heavy, with all 5 calls involving TE-owned cases. Key trends include protocol gaps (missing documentation and serial number collection) and unauthorized remote-access tool usage. Focus should remain on case progression, diagnostic rigor, and L2-ready handoffs.
• Recurring issues include failure to collect model/serial numbers and inadequate verification of basic connectivity before proposing advanced troubleshooting. These gaps delay case resolution and increase escalation risk.
• All quotes and evidence adhere to the provided governance rules; no new transcript excerpts were introduced.

This Week's Calls