# edgarianmark.catulong@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 |
| --- | --- | --- | --- | --- | --- |
| 10 | 33m 46s | MBE7000 | CONNECTIVITY | 5 | 5 |

## 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
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.10 | 10 |
| Protocol | 1.30 | 10 |
| Communication | 2.20 | 10 |
| Overall | 2.00 | 10 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MBE | 3 | 68m 15s | 1.30 | 1.00 | 1.33 | 2.00 | Outlier: 1.5x weekly median handle time |
| MX | 7 | 21m 42s | 2.44 | 2.71 | 1.29 | 2.43 |  |

**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**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 7 | 39m 7s | 1.90 | 2.00 | 1.30 | 2.10 | ✓ |
| ACCESS | 3 | 22m 54s | 2.10 | 2.30 | 1.70 | 2.30 | ✓ |

## 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](https://linksys.happyfox.com/staff/ticket/130759/)  

2. **Proactive escalation handoffs**  
   > *"Status: Callback -> Resolved"* with clear next steps for L2 follow-up.  
   [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/)  

3. **Acknowledging customer frustration**  
   > *"This has been a complete disappointment, honestly, on Linksys's part."*  
   [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/)  

---

## 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](https://linksys.happyfox.com/staff/ticket/130759/)  
   **Next step**: Always confirm model/serial/warranty in the first 30 seconds of calls.

2. **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](https://linksys.happyfox.com/staff/ticket/128179/)  
   **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)  
3. **Escalate with complete context** – include logs, node topology, and prior steps in HappyFox notes before handing to L2.  
4. **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](https://linksys.happyfox.com/staff/ticket/128179/)  

### **Improvement**  
> *"Agent used unauthorized third-party remote access tool (join.zoho.com), violating security and support protocol."*  
[#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/)  

### **Improvement**  
> *"Agent provided materially false information about product discontinuation, contradicting KB and misleading the customer."*  
[#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/)  

### **Improvement**  
> *"Agent incorrectly claimed Linksys Smart Wi-Fi cloud service is discontinued, contradicting KB and misleading the customer."*  
[#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/)  

### **Improvement**  
> *"Agent provided materially incorrect information about firmware support for discontinued MX2600 hardware."*  
[#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/)  

**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](https://linksys.happyfox.com/staff/ticket/92429/)  

### **Improvement**  
**Avoid unsupported workarounds**  
> *"The Linksys app does not allow bypassing email verification with router password."*  
[#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/)  

### **Improvement**  
**Clarify support eligibility**  
> *"Linksys Smart Wi-Fi cloud services remain functional for existing accounts; discontinuation claims were incorrect."*  
[#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/)  

---

## Escalation Lessons: What L2 Did

### [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) — 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](https://linksys.happyfox.com/staff/ticket/130759/) — 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

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-26 | 1.7 | OUTBOUND | MBE7000 | CONNECTIVITY | Callback set |
| [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-26 | 1.8 | OUTBOUND | MX2000 | CONNECTIVITY | Callback set |
| [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-26 | 1.1 | OUTBOUND | MBE7000 | CONNECTIVITY | Pending resolution |
| [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) | 2026-05-27 | 3.0 | OUTBOUND | MX6200 | ACCESS | Abandoned or vague |
| [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) | 2026-05-27 | 1.8 | OUTBOUND | MX8500 | ACCESS | Abandoned or vague |
| [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-27 | 3.0 | OUTBOUND | MX2000 | CONNECTIVITY | Callback set |
| [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-28 | 3.0 | OUTBOUND | MX2000 | CONNECTIVITY | Pending resolution |
| [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-28 | 3.0 | OUTBOUND | MX2000 | CONNECTIVITY | Pending resolution |
| [#TE00127812](https://linksys.happyfox.com/staff/ticket/127812/) | 2026-05-29 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | Abandoned or vague |
| [#TE00128179](https://linksys.happyfox.com/staff/ticket/128179/) | 2026-05-29 | 1.1 | OUTBOUND | MBE7000 | CONNECTIVITY | Abandoned or vague |