edgarianmark.catulong@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Escalation-heavy week: 10 TE-owned calls vs 0 LTS queue calls.
• Coach as an escalation owner: emphasize case progression, diagnostics, documentation, and L2-ready handoffs.

Scorecard

Where Time Goes

Product Families

Key Observations

• MBE is the slowest family at 68m 15s; outlier: 1.5x weekly median handle time.
• MX is one of the slowest families at 21m 42s.

Problem Categories

Week-over-Week Movement

• Accuracy moved down 0.51 vs. last week.
• Communication moved up 0.73 vs. last week.
• Average handle time moved up by 2m 32s.
• Family swing: MBE handle time moved up by 32m 48s vs. last week.
• Family swing: MX handle time moved up by 14m 06s vs. last week.

What Went Well

1. Polite and patient communication

> "Thank you for being patient. Hello? Yes, hi, Mr. Andy. My name is Kirby and I'm one of the supervisors here in technical support."

#TE00130759

1. Proactive escalation handoffs

> "Status: Callback -> Resolved" with clear next steps for L2 follow-up.

#TE00130759

1. Acknowledging customer frustration

> "This has been a complete disappointment, honestly, on Linksys's part."

#TE00092429

Growth Opportunities

1. Collect essential product details upfront

> "Failed to collect product model, serial number, or warranty status despite troubleshooting a hardware-specific issue."

#TE00130759

Next step: Always confirm model/serial/warranty in the first 30 seconds of calls.

1. Avoid unauthorized tools and incorrect guidance

> "Used join.zoho.com for remote access — not a supported Linksys tool; constitutes a security and protocol violation."

#TE00128179

Next step: Use only approved Linksys remote tools (e.g., Linksys Smart Wi-Fi portal) and verify KB before instructing customers.

Next Week's Focus

1. Start every call with model/serial/warranty collection – use script: "To assist you best, could you share your router model, serial number, and purchase date?"
2. Standardize mesh troubleshooting – for MBE/MX:

- Verify LED states (solid blue = connected)

- Perform wired speed test to isolate ISP vs. Wi-Fi issues

- Confirm firmware versions via web UI (use correct URLs)

1. Escalate with complete context – include logs, node topology, and prior steps in HappyFox notes before handing to L2.
2. Replace vague callbacks – schedule concrete follow-ups (e.g., "I’ll call you at 7 PM tonight to review logs").

Technical Accuracy

Improvement

"Agent provided incorrect web UI URL ([REDACTED_PHONE]) instead of the correct [REDACTED_PHONE], leading to customer access failure."

#TE00128179

Improvement

"Agent used unauthorized third-party remote access tool (join.zoho.com), violating security and support protocol."

#TE00128179

Improvement

"Agent provided materially false information about product discontinuation, contradicting KB and misleading the customer."

#TE00130759

Improvement

"Agent incorrectly claimed Linksys Smart Wi-Fi cloud service is discontinued, contradicting KB and misleading the customer."

#TE00092429

Improvement

"Agent provided materially incorrect information about firmware support for discontinued MX2600 hardware."

#TE00128179

No dedicated technical accuracy signals were extracted this week beyond the above. Review Growth Opportunities and Escalation Lessons for technical coaching patterns.

Coaching Moments

Strength

Polite tone under pressure

"I understand this is frustrating. Let’s work through this step by step."

#TE00092429

Improvement

Avoid unsupported workarounds

"The Linksys app does not allow bypassing email verification with router password."

#TE00092429

Improvement

Clarify support eligibility

"Linksys Smart Wi-Fi cloud services remain functional for existing accounts; discontinuation claims were incorrect."

#TE00092429

Escalation Lessons: What L2 Did

#TE00128179 — Resolved by Level 2

• What L1 saw: MBE7000 mesh with slow speeds, offline nodes, firmware loop, app login failures.
• Why it escalated: L1 provided incorrect UI URL/login credentials and used unauthorized remote tool.
• Related call chain: 8 prior contacts with inconsistent guidance; L1 closed vaguely despite unresolved issues.
• What L2 did:

- Scheduled callback to perform full mesh reset

- Verified firmware versions across nodes

- Guided local web UI access (correct URL)

- Captured sysinfo logs for analysis

• Current state: Resolved after mesh rebuild and firmware update.
• L1 learning points:

1. Always collect model/serial/firmware before troubleshooting.

2. Use only approved Linksys remote tools; never third-party services.

3. For MBE7000, default username is root, not admin.

#TE00130759 — Pending with Level 2

• What L1 saw: MX2000 with slow speeds (~210 Mbps) and high latency.
• Why it escalated: L1 incorrectly claimed product line discontinued and failed to test wired speeds.
• Related call chain: 6 contacts with L1 providing misleading info; supervisor scheduled callback.
• What L2 did:

- Planned wired speed test to isolate ISP vs. router

- Requested purchase receipt for warranty validation

- Scheduled 8 PM NY callback for defect confirmation

• Current state: Callback pending; digital reward refund contingent on defect confirmation.
• L1 learning points:

1. Never state product lines are discontinued without KB verification.

2. Always test wired speeds before blaming Wi-Fi.

3. Collect model/serial/warranty upfront to enable accurate escalation.

Coach Appendix

• Primary trend: Inconsistent technical accuracy and incomplete diagnostics on MBE/MX escalations.
• Recurring pattern: Failure to collect model/serial numbers before troubleshooting, leading to misdirected guidance and repeated escalations.
• Critical next steps:

- Script mandatory collection of model/serial/warranty in first 30 seconds.

- Standardize mesh troubleshooting flow (LED check → wired test → firmware → reset).

- Eliminate unauthorized tools; use only Linksys-approved remote access.

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

This Week's Calls