eric.marbella@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Work Mix Lens

• Hybrid week: 0 LTS queue calls and 2 TE-owned calls.
• Coach both queue handling and escalation ownership: balance first-contact troubleshooting with clean handoff documentation.

Scorecard

Where Time Goes

Product Families

Key Observations

• EA is one of the slowest families at 82m 34s.
• MX is one of the slowest families at 34m 40s.

Problem Categories

Week-over-Week Movement

• Overall moved down 0.72 vs. last week.
• Accuracy moved down 0.35 vs. last week.
• Communication moved down 0.30 vs. last week.
• Average handle time moved down by 14m 46s.
• Family swing: MX handle time moved down by 23m 51s vs. last week.

What Went Well

1. Accurate LED interpretation

Correctly interpreted MX6200 LED states (flashing blue = reboot loop, solid red = no internet) per KB guidance.

> "MX6200 parent node flashing blue (reboot loop), child nodes solid red (no internet)"

#PR00005769

1. Empathy and acknowledgment

Validated customer frustration and apologized for disconnection, maintaining rapport.

> "I really apologize for the inconveniences that you're having with our Links device..."

#PR00005769

Growth Opportunities

1. Eliminate unauthorized tools and invalid URLs

What better looks like: Use only approved remote-access methods and Linksys-branded support URLs. Before sharing any link, verify it matches KB-approved domains (e.g., myrouter.info, linksys.com/support).

> "join.zoho.com" and "support.netapps.com"

#TE00131111 and #PR00005769

1. Complete model-specific troubleshooting before escalation

What better looks like: For MX/WHW devices, follow model-specific reset procedures (15s vs. 20s), verify firmware via web UI, and attempt node promotion before escalating. Document each step taken.

> "Held reset button for 20 seconds" and "no troubleshooting performed"

#PR00005769 and #TE00131428

Next Week's Focus

1. Verify model-specific reset steps – Confirm MX6200 reset is 15s (KB: mx6300_reset_procedure.md) before instructing customers.
2. Use approved remote-access tools only – If remote access is needed, use Linksys-approved methods; otherwise, guide customers through self-help.
3. Document troubleshooting sequence – Note each step taken (e.g., modem power-cycle, WAN LED check, firmware verification) before escalating.
4. Set clear callback expectations – Always confirm exact callback time and interim steps for the customer.

Technical Accuracy

Improvement

Used unauthorized third-party remote-access tool (Zoho) and provided incorrect router UI URL (http://[REDACTED_PHONE]:8080/news/).

#TE00131111

Improvement

Provided incorrect support URL (support.netapps.com) and misrepresented MX6200 as end-of-life.

#PR00005769

Improvement

Provided invalid support URL (support.nxnlinks.com) and performed no troubleshooting for mesh node connectivity.

#TE00131428

Strength

Correctly interpreted LED states (flashing blue = reboot loop, solid red = no internet) per KB guidance.

#PR00005769

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00131111 — Resolved by Level 2

• What L1 saw: EA9300 with WAN port orange, no internet; direct modem-to-PC worked.
• Why it escalated: L1 used unauthorized Zoho tool, misinterpreted orange WAN LED, and provided invalid UI URL.
• What L2 did: Confirmed orange WAN LED indicates no internet (EA KB), advised customer to verify ISP IP range, and scheduled callback for firmware reflash.
• Current state: Resolved after customer purchased new router.
• L1 learning points:

1. Verify WAN LED meaning per EA KB (orange = no internet).

2. Avoid third-party tools; use approved methods or self-help.

3. Check ISP IP range (e.g., 172.16.x.x may require VLAN/PPPoE).

#TE00131428 — Resolved by Level 2

• What L1 saw: MX2000 mesh middle node not connecting; app setup failed.
• Why it escalated: L1 provided invalid support URL and performed no troubleshooting.
• What L2 did: Advised customer to reset mesh nodes via 5s button, re-pair using app, and verify signal strength.
• Current state: Resolved after customer agreed to callback.
• L1 learning points:

1. Use correct MX mesh reset procedure (5s button, not 20s).

2. Guide customers to myrouter.info for web UI, not third-party URLs.

3. Collect serial number and verify warranty before escalation.

Coach Appendix

Highest-signal trend: Recurring accuracy gaps in URLs, remote-access tools, and model-specific procedures. Prioritize KB verification for reset steps, domain approval checks for links, and complete troubleshooting documentation before escalation.

This Week's Calls