alvin.edio@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 |
|---|---|---|---|---|---|
| 4 | 7m 52s | MBE7000 | CONNECTIVITY | 4 | 1 |
Work Mix Lens
- Frontline-heavy week: 3 LTS queue calls vs 1 TE-owned calls.
- Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps.
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 3.00 | 4 |
| Protocol | 2.25 | 4 |
| Communication | 2.00 | 4 |
| Overall | 2.42 | 4 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| MBE | 1 | 10m 10s | 1.50 | 1.00 | 1.00 | 1.00 | |
| MX | 1 | 9m 12s | 3.50 | 5.00 | 3.00 | 2.00 | |
| EA | 1 | 6m 32s | 1.70 | 1.00 | 2.00 | 3.00 | |
| WRT | 1 | 5m 36s | 3.00 | 5.00 | 3.00 | 2.00 |
Key Observations
- MBE is one of the slowest families at 10m 10s.
- MX is one of the slowest families at 9m 12s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 1 | 10m 10s | 1.50 | 1.00 | 1.00 | 1.00 | ✓ |
| NO TROUBLESHOOTING NEEDED | 1 | 9m 12s | 3.50 | 5.00 | 3.00 | 2.00 | |
| SETUP | 1 | 5m 36s | 3.00 | 5.00 | 3.00 | 2.00 | |
| ACCESS | 1 | 6m 32s | 1.70 | 1.00 | 2.00 | 3.00 | ✓ |
Week-over-Week Movement
- Overall moved up 0.27 vs. last week.
- Accuracy moved up 0.22 vs. last week.
- Protocol moved up 0.66 vs. last week.
- Average handle time moved down by 8m 01s.
- Family swing: WRT handle time moved down by 8m 32s vs. last week.
- Family swing: EA handle time moved down by 5m 38s vs. last week.
- Family swing: MX handle time moved down by 5m 16s vs. last week.
What Went Well
- Accurate identification of end-of-life products
Correctly identified the MX5300 as end-of-life and accurately cited the final firmware release date (April 14, 2022) per KB.
> Thank you for calling Linksys technical support. This is Xavier, how may I help you? [...] MX. 3500. 35. Oh, 5300. Sorry. 5300. Yeah. 53. I have two of those same Mac, two of those. So, I'd just like to know if,
- Appropriate self-help guidance for legacy devices
Accurately identified the WRT54GV5 as a legacy device no longer supported and provided the correct support URL: https://support.linksys.com.
> All right. Do you happen to see model number as well. No. Probably on the topmost part of the sticker. Okay. Let me verify the model and serial number here. Resolved. And while waiting, allow me to create a ticket here. [...] Provided the correct support URL: https://support.linksys.com
Growth Opportunities
- Misidentification of product model leading to incorrect technical guidance
Misidentified the product as MBE70 instead of MX6200, leading to materially incorrect technical context. This directly contradicts the KB's product-family guidance for Velop/Intelligent Mesh systems.
> So what I've done in the meanwhile, I swapped it out with the 6200 that's on the file and I'm still having this
> Uh uh. All right, was able to pull u...
Next step: Always verify the exact product model and family before proceeding with troubleshooting. Use the KB to confirm product-family-specific steps.
- Failure to perform basic troubleshooting steps
Failed to perform any basic troubleshooting steps (e.g., speed test, WAN check, node restart) despite customer describing a solvable performance issue. The KB explicitly requires these steps for speed/performance issues.
> Please assist with this case Issue: Slow speed to disconnection • Cx has 9+ nodes: MBE7000 + 9 child nodes • Cx is running VPN -- necessary for his security • Cx is aware the VPN will reduce the speed • Cx argue that it will slow but not disconnect • Disconnection happens to his devices (no internet)
Next step: For performance issues, always start with basic diagnostics (speed test, WAN check, node restart) before escalating.
Next Week's Focus
- Verify product model and family before troubleshooting
Always confirm the exact product model and family using the customer's serial number or model number. Cross-reference the KB for product-family-specific guidance.
- Perform basic troubleshooting for performance issues
For any speed or performance issue, start with a speed test, WAN check, and node restart. Document results before proceeding.
- Provide clear next steps and empathy
Acknowledge customer frustration and provide clear, actionable next steps. Avoid vague statements like "await callback with no guaranteed timeframe."
- Improve communication clarity
Reduce long silences and disjointed questioning. Structure calls with clear opening, troubleshooting, and closing phases.
Technical Accuracy
Improvement
Misidentified the product as MBE70 instead of MX6200, leading to incorrect technical context. This error directly contradicts KB guidance for MX6200 setup and troubleshooting.
Improvement
Failed to perform basic troubleshooting steps (e.g., speed test, WAN check, node restart) despite customer describing a solvable performance issue. KB explicitly requires these steps for speed/performance issues.
Improvement
Provided incorrect technical guidance for changing account email by advising a factory reset, which is not a valid method per Linksys KB.
Strength
Correctly identified MX5300 as end-of-life and provided accurate last firmware date (April 14, 2022) per KB (universal_eol_firmware.md).
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00128179 — Resolved by Level 2
- What L1 saw: Customer reported buffering and poor performance after switching to business internet and replacing a mesh node with an MX6200, suspecting VLAN throughput limitations between the modem and the node.
- Why it escalated: L1 misidentified the product as MBE70 (Cognitive Mesh) instead of MX6200 (Velop/Intelligent Mesh), performed no troubleshooting, and escalated based on outdated Tier-2 notes without validating the issue or device context.
- Related call chain: This was a repeat contact after multiple prior interactions (including closures with vague next steps and ISP referrals). L1 closed the earlier call with an unresolved status, requiring L2 to restart diagnostics.
- What L2 did: L2 performed remote log analysis, conducted follow-up calls to disable IPV6 and express forwarding, and ultimately guided the customer through a full mesh reset and reconfiguration to remove cloud-service artifacts. L2 also provided step-by-step instructions for manual reset and reconfiguration.
- Current state: Resolved.
- L1 learning points:
1. Always verify the exact product model and family before troubleshooting. MX6200 requires Velop/Intelligent Mesh-specific steps, not Cognitive Mesh procedures.
2. For performance issues, start with basic diagnostics (speed test, WAN check, node restart) before escalating.
3. Document all troubleshooting steps and customer responses clearly to avoid repeat contacts and ensure L2 has full context.
Coach Appendix
- Highest-signal weekly trend: Misidentification of product models led to incorrect technical guidance and failed troubleshooting, resulting in escalated cases and customer frustration. Focus on accurate product identification and basic diagnostics next week.
- Recurring pattern: L1 tends to skip basic troubleshooting steps for performance issues and relies on escalation without validation. This pattern increases handle time and reduces customer satisfaction.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #LTS00130800 | 2026-05-25 23:53:38+00:00 | 3.5 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | ✓ Resolved |
| #TE00128179 | 2026-05-26 00:10:43+00:00 | 1.5 | INBOUND | MBE7000 | CONNECTIVITY | ↑ Escalated |
| #LTS00130803 | 2026-05-26 00:29:24+00:00 | 3.0 | INBOUND | WRT54G | SETUP | ✓ Likely resolved |
| #LTS00130806 | 2026-05-26 00:38:26+00:00 | 1.7 | INBOUND | EA9300 | ACCESS | ⏳ Pending |