eric.marbella@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Escalation-heavy week: 7 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

• MX is one of the slowest families at 49m 16s.
• WHW is one of the slowest families at 38m 18s.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.27 vs. last week.
• Average handle time moved down by 1m 27s.
• Family swing: MX handle time moved up by 14m 36s vs. last week.

What Went Well

Clear communication in refund process

Agent informed the customer that management approved a prorated refund, escalated the case to Customer Service, and set an expectation of contact within 24‑48 business hours.

#PR00132341

Growth Opportunities

Incorrect support URLs and brand misinformation

Agent provided incorrect support URLs (e.g., 'support.ternsys.com', 'support.Missis.com') and misnamed the company as 'Linxsys' or 'lynxus' multiple times, undermining brand credibility and customer trust.

#PR00005769

Next step: Always verify and use only official Linksys support URLs (e.g., support.linksys.com) and consistently use the correct company name.

Failure to collect essential product details

Agent repeatedly failed to collect product model, serial number, or warranty status despite clear relevance to the issue, leading to incomplete documentation and delayed resolutions.

#PR00132341

Next step: Prioritize gathering model, serial number, and warranty information within the first 30 seconds of every call to enable accurate diagnostics and efficient case progression.

Next Week's Focus

• Collect critical product details (model, serial number, warranty) within the first 30 seconds of every call to accelerate diagnostics and avoid repeat contacts.
• Eliminate incorrect support URLs and brand references by referencing only official Linksys resources (support.linksys.com) and using the correct company name.
• Standardize escalation handoffs by ensuring all necessary diagnostic data (sysinfo, logs, screenshots) is captured and documented before transferring to L2.
• Review MX product knowledge to improve troubleshooting efficiency and accuracy for the most time-intensive product family.

Technical Accuracy

Improvement

Agent provided incorrect support URLs (e.g., 'support.ternsys.com', 'support.Missis.com') and misnamed the company as 'Linxsys' or 'lynxus', violating accuracy and protocol standards.

#PR00005769

Improvement

Agent failed to collect product model, serial number, or warranty status despite clear relevance to the issue, violating protocol and accuracy standards.

#PR00132341

Improvement

Agent misused 5-press method as a reset step for MX6200, which is not valid, and introduced a $15 paid-support fee without consent or explanation.

#TE00125022

Improvement

Agent provided incorrect LED interpretations and pairing guidance for Velop hardware, leading to unresolved connectivity issues.

#TE00132021

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#PR00132341 — Pending with Level 2

• What L1 saw: Customer received a used MX6201 replacement unit (SN: 58W10M2AD01647) and rejected it as non-brand-new. L1 created ticket TE00132341 but failed to capture unit details, warranty status, or photos.
• Why it escalated: L1 promised callback without opening a case or verifying eligibility, leading to unresolved fraud concern and customer threat of legal action.
• Related call chain: 7 calls involving this case, including multiple callbacks and escalations due to incomplete documentation and shifting responsibilities.
• What L2 did:

- Reviewed original RMA ticket PR00086138 for warranty validity.

- Confirmed pro-rated refund eligibility based on DOP (February 20, 2024) and POP (Linksys).

- Prepared refund processing with Customer Service, requiring customer to return the replacement unit.

• Current state: Pending HQ Feedback on refund approval and return logistics.
• L1 learning points:

1. Always capture serial numbers, model, DOP, POP, and purchase order for replacement units to validate entitlement.

2. Document customer concerns (e.g., "unit not brand-new") and escalate with complete context, including photos if available.

3. Escalate with a clear action plan (e.g., "L2 to confirm refund amount and arrange return") rather than vague callbacks.

#TE00131245 — Callback

• What L1 saw: MX8500 child node showed solid red light and failed to connect after resets and wired backhaul attempts. L1 generated sysinfo and attempted unauthorized remote session.
• Why it escalated: L1 used non-Linksys tool (join.zohto.com) and misidentified LED states, failing to resolve the issue.
• Related call chain: 8 calls, including transfers between agents and repeated customer frustration over unresolved issue.
• What L2 did:

- Identified faulty hardware via lab replication.

- Confirmed warranty coverage (IW, start Oct 7, 2023).

- Scheduled firmware isolation test using latest Sunset FW (FWV: [REDACTED_PHONE]) on remaining node.

- Prepared replacement process if isolation fails.

• Current state: Callback scheduled for firmware update and node re-addition.
• L1 learning points:

1. Use only Linksys-authorized remote tools; verify admin password before sysinfo extraction.

2. Correctly interpret LED states (solid red = defective for MX8500, not "purple" or "pink").

3. Document exact troubleshooting steps (resets, backhaul attempts, error messages) to enable L2 replication.

#TE00131380 — Resolved

• What L1 saw: MX4000 parent node showed blank blue screen and 404 errors on UI files after ISP upgrade. L1 used unauthorized Zoho remote tool and proposed unverified firmware downgrade.
• Why it escalated: L1 failed to verify warranty or provide self-help resources, and proposed risky downgrade without engineer confirmation.
• Related call chain: 2 calls, including initial resolution by another agent followed by escalation.
• What L2 did:

- Confirmed warranty status and in-warranty replacement eligibility.

- Tested firmware downgrade on lab MX4000 (using MX4200 v1 as proxy) and validated workaround.

- Provided customer with full UI path workaround (_http://[REDACTED_PHONE]_) to bypass default address.

• Current state: Resolved via workaround; no hardware replacement needed.
• L1 learning points:

1. Verify warranty before proposing firmware changes to avoid voiding coverage.

2. Use approved remote tools only; Zoho is not authorized for screen sharing.

3. Provide self-help resources (KB articles, email instructions) when immediate resolution isn't possible.

#TE00132021 — Resolved

• What L1 saw: MX4200 mesh nodes lost internet after ISP upgrade; parent node showed pink/purple lights. L1 attempted 5-press pairing (invalid for Velop) and misdirected support URLs.
• Why it escalated: L1 provided incorrect LED interpretations and pairing guidance for Velop hardware, leading to unresolved connectivity issues.
• Related call chain: 5 calls, including multiple attempts at remote troubleshooting and customer frustration over repeated misguidance.
• What L2 did:

- Confirmed ISP modem upgrade and bypassed ISP-provided router.

- Verified WAN connectivity directly to MX4200 parent node.

- Guided customer through proper Velop pairing using pair button (not 5-press method).

- Confirmed DHCP address and re-added child nodes successfully.

• Current state: Resolved; internet restored and mesh fully operational.
• L1 learning points:

1. Use pair button for Velop pairing; 5-press method applies only to Cognitive Mesh devices.

2. Verify WAN connectivity before attempting node pairing to avoid misdiagnosis.

3. Correctly interpret LED states for Velop (solid blue = connected, blinking blue = pairing, solid red = defective).

Coach Appendix

• Highest-signal weekly trend: Escalation-heavy week with persistent issues in MX product family handling, particularly around warranty validation, remote tool usage, and LED/state interpretation. Focus on improving first-contact data collection and protocol adherence to reduce escalation volume.
• Recurring technical pattern: Misuse of unauthorized remote tools (Zoho, join.zohto.com) and incorrect support URLs/brand references. This indicates a need for reinforced training on approved tools and brand guidelines.
• Evidence already surfaced: All key technical and process gaps are documented in the Technical Accuracy and Escalation Lessons sections above.

This Week's Calls