# eric.marbella@concentrix.com — Coaching Report ## Week of 2026-06-01 – 2026-06-07 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | | --- | --- | --- | --- | --- | --- | | 15 | 36m 58s | MX4200 | GENERAL INQUIRY | 6 | 5 | ## 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 | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.50 | 15 | | Protocol | 1.20 | 15 | | Communication | 2.20 | 15 | | Overall | 2.10 | 15 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 9 | 49m 16s | 1.97 | 2.56 | 1.33 | 2.22 | | | WHW | 1 | 38m 18s | 1.00 | 1.00 | 1.00 | 1.00 | | **Key Observations** - MX is one of the slowest families at 49m 16s. - WHW is one of the slowest families at 38m 18s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | GENERAL INQUIRY | 5 | 21m 12s | 2.12 | 3.80 | 1.20 | 2.40 | | | SETUP | 4 | 42m 43s | 1.85 | 2.00 | 1.25 | 2.25 | ✓ | | CONNECTIVITY | 3 | 57m 47s | 1.33 | 1.00 | 1.00 | 1.67 | ✓ | | ACCESS | 1 | 79m 2s | 2.20 | 3.00 | 1.00 | 2.00 | | | HARDWARE | 2 | 38m 11s | 2.30 | 5.00 | 1.00 | 2.50 | | ## 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](https://linksys.happyfox.com/staff/ticket/132341/) --- ## 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](https://linksys.happyfox.com/staff/ticket/5769/) > *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](https://linksys.happyfox.com/staff/ticket/132341/) > *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](https://linksys.happyfox.com/staff/ticket/5769/) ### **Improvement** > *Agent failed to collect product model, serial number, or warranty status despite clear relevance to the issue, violating protocol and accuracy standards.* > [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) ### **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](https://linksys.happyfox.com/staff/ticket/125022/) ### **Improvement** > *Agent provided incorrect LED interpretations and pairing guidance for Velop hardware, leading to unresolved connectivity issues.* > [#TE00132021](https://linksys.happyfox.com/staff/ticket/132021/) --- ## Coaching Moments *No additional coaching moments were extracted after the technical review.* --- ## Escalation Lessons: What L2 Did ### [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) — 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](https://linksys.happyfox.com/staff/ticket/131245/) — 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](https://linksys.happyfox.com/staff/ticket/131380/) — 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](https://linksys.happyfox.com/staff/ticket/132021/) — 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 | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-02 00:36:01+00:00 | 1.8 | INBOUND | | HARDWARE | Callback or followup set | | [#TE00131245](https://linksys.happyfox.com/staff/ticket/131245/) | 2026-06-02 00:36:48+00:00 | 2.0 | OUTBOUND | MX8500 | CONNECTIVITY | Pending resolution | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-02 02:47:15+00:00 | 2.2 | OUTBOUND | MX6200 | GENERAL INQUIRY | Abandoned or vague | | [#TE00131380](https://linksys.happyfox.com/staff/ticket/131380/) | 2026-06-02 20:47:52+00:00 | 2.2 | OUTBOUND | MX4000 | ACCESS | Callback or followup set | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-03 18:41:03+00:00 | 2.8 | INBOUND | MX6200 | GENERAL INQUIRY | Escalated correctly | | [#TE00132021](https://linksys.happyfox.com/staff/ticket/132021/) | 2026-06-03 19:44:14+00:00 | 1.6 | OUTBOUND | MX4200 | SETUP | Callback or followup set | | [#TE00132021](https://linksys.happyfox.com/staff/ticket/132021/) | 2026-06-04 17:40:21+00:00 | 1.8 | OUTBOUND | MX4200 | SETUP | Abandoned or vague | | [#TE00132021](https://linksys.happyfox.com/staff/ticket/132021/) | 2026-06-04 17:48:05+00:00 | 2.1 | OUTBOUND | MX4200 | SETUP | Pending resolution | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-04 20:05:03+00:00 | 1.0 | INBOUND | | GENERAL INQUIRY | Abandoned or vague | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-04 20:09:21+00:00 | 3.7 | OUTBOUND | | GENERAL INQUIRY | Escalated correctly | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-06-04 22:10:18+00:00 | 1.1 | OUTBOUND | | SETUP | Abandoned or vague | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-04 22:59:26+00:00 | 1.6 | OUTBOUND | MX6201 | GENERAL INQUIRY | Pending resolution | | [#PR00132341](https://linksys.happyfox.com/staff/ticket/132341/) | 2026-06-05 00:03:47+00:00 | 2.2 | OUTBOUND | | GENERAL INQUIRY | Abandoned or vague | | [#TE00125022](https://linksys.happyfox.com/staff/ticket/125022/) | 2026-06-05 21:04:57+00:00 | 1.0 | INBOUND | WHW01 | CONNECTIVITY | Abandoned or vague | | [#TE00131245](https://linksys.happyfox.com/staff/ticket/131245/) | 2026-06-06 01:21:29+00:00 | 1.4 | OUTBOUND | MX8500 | CONNECTIVITY | Pending resolution |