raquel.intong@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 37m 10s; outlier: 1.9x weekly median handle time.
• MBE is one of the slowest families at 24m 27s.

Problem Categories

Week-over-Week Movement

• Improve accuracy in technical guidance, particularly URL schemes, default passwords, and LED behavior.
• Ensure verification of internet connectivity after troubleshooting steps.
• Avoid referencing non-existent models or features during calls and escalations.
• Address billing inquiries appropriately and avoid irrelevant technical questions.

What Went Well

Effective troubleshooting resolution

Successfully diagnosed and resolved the issue by replacing the failing main node and rebuilding the mesh network (09:59–35:20).

#LTS00131535

Clear post-call guidance

Gave actionable post-call guidance: advised checking ISP, power, and Ethernet cables if issue recurs (45:29).

#LTS00131535

Growth Opportunities

Technical inaccuracies in guidance

Provided incorrect URL scheme: instructed customer to type 'HTTPS' before myrouter.local (18:31), which is invalid for local access. Gave incorrect default admin password 'wordadmin' (20:00); actual default is blank or based on label. Described incorrect LED behavior: claimed MX-4200 would show solid pink or purple during setup (11:05, 30:12), which is not accurate per KB.

#LTS00131535

Failure to verify internet connectivity

Failed to verify internet connectivity after troubleshooting — no test of browsing or WAN access was performed.

#LTS00082539

Next Week's Focus

• Verify internet connectivity after each troubleshooting step by asking the customer to test browsing or WAN access.
• Confirm product model and serial number at the beginning of the call, especially when the customer provides them early.
• Avoid referencing non-existent models or features; stick to documented KB guidance.
• Provide clear, step-by-step instructions and confirm understanding before moving to the next step.

Technical Accuracy

Improvement

Incorrectly guided customer to use HTTPS for local router access (myrouter.local) instead of HTTP, which is invalid for local access per KB.

#LTS00131535

Improvement

Failed to verify internet connectivity after troubleshooting, leaving the core issue unresolved. No test of browsing or WAN access was performed.

#LTS00082539

Improvement

Incorrectly referenced a non-existent 'M4000' model during escalation, which could mislead the customer and Level 2 support.

#TE00027382

Improvement

Provided incorrect local admin URL ([REDACTED_PHONE]) for MX2000 device; correct URL is myrouter.local per KB.

#LTS00132163

Improvement

Mentioned a non-existent 'Recovery Disk Creator' feature, which is not part of Linksys KB or product functionality.

#LTS00132163

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00027382 — Resolved by Level 2

• What L1 saw: Customer wanted to talk to level 2. Customer is calling the same issue within the same day after spending time troubleshooting with the first Agent. Got approval and permession from sir Paolo R. to proceed escalating the ticket for advance troubleshooting.
• Why it escalated: Escalation trigger was not explicit in the available notes.
• Related call chain: This was a repeat contact; callback, another L1 handoff, or escalation after an earlier closure.
• What L2 did: TE00027382 Angie Loor [REDACTED_EMAIL] [REDACTED_PHONE] MX6200 58W10M2BD08715 Spectrum - this ticket was claimed from the TE queue. Callback time at 12:00 AM MNL - the phone rings - heard the auto callback disclaimer - did not hear any response - assumed it was the voice mail - left a message - have mentioned to be calling again after 30 minutes an hour - released the call. Second callback at 12:30 am MNL - the phone rings - heard the auto callback disclaimer - did not hear any response - assumed it was the voice mail - left a mesage - released the call. Hi Angie, Good day! We wish to inform you that we tried to reach you through ([REDACTED_PHONE] to follow up with your device unfortunately, our call could not go through. If you have another preferred time for the call, let us know the best time for us to call you again and we will get back to you. If you have another phone number that we can call, feel free to provide it in response to this email. Status: Callback -> Resolved
• Current state: resolved
• L1 learning points: Collect model/serial/firmware/topology, verify LED state, confirm modem/ISP handoff, validate warranty/RMA inputs, document exact troubleshooting sequence, or try a specific safe troubleshooting branch.

Coach Appendix

No additional coach-only appendix material was extracted this week.

This Week's Calls