john.pagurayan@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Escalation-heavy week: 5 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 the slowest family at 89m 36s; outlier: 1.9x weekly median handle time.
• OTHER is one of the slowest families at 6m 23s.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.50 vs. last week.
• Average handle time moved up by 2m 35s.

What Went Well

1. Effective follow-up scheduling

> "Agent advised contacting Hong Kong authorized dealer for possible replacement under warranty and scheduled a callback for follow-up after customer retrieves store information."

#TE00128936

1. Clear next-step communication

> "Agent will review the submitted photo of the unit, verify model/serial, assess warranty eligibility, and contact the customer within 24–48 business hours with a replacement recommendation."

#TE00128936

Growth Opportunities

1. Protocol adherence gaps

> "Failed to initiate formal escalation or create a case note despite being from 'escalation team'"

#TE00128936

What better looks like: Document all escalation triggers in HappyFox, use standard case notes, and confirm L2 handoff timestamps.

1. Technical accuracy improvements

> "Incorrectly stated that speed mismatch between 5G modem port and 1G router port was the root cause, despite auto-negotiation standards"

#TE00131958

What better looks like: Verify firmware versions, collect serial numbers early, and avoid speculative explanations—use KB-validated troubleshooting branches.

Next Week's Focus

1. Capture serial numbers and firmware versions in every hardware case before discussing warranties or replacements.
2. Use structured escalation documentation: Template case notes with L1 actions, customer context, and L2 handoff expectations.
3. Replace unauthorized remote-access tools with Linksys-approved methods for mesh troubleshooting.
4. Limit hold times—use hold music and progress updates when diagnostic steps exceed 2 minutes.

Technical Accuracy

Improvement

• Used non-Linksys remote-access software (Zoho), which is against policy.

#TE00131958

Improvement

• Failed to collect serial number despite multiple opportunities to document nodes.

#TE00131958

Improvement

• Did not verify firmware version despite mentioning it as a potential factor.

#TE00128936

Strength

• Successfully guided customer through node reset and re-pairing procedure for kitchen node.

#TE00131958

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#TE00128936 — Pending with Level 2

• What L1 saw: FGMM1000 router reboots when 5G mode enabled; only 4G stable. Customer provided video logs and CSL SIM details.
• Why it escalated: Inconsistent L1 handling—missing serial/firmware data, no formal escalation path despite "escalation team" self-identification.
• What L2 did:

- Recommended full factory reset and CSL APN reconfiguration.

- Requested unit photo for warranty validation.

- Coordinated with Hong Kong dealer for potential replacement.

• Current state: Pending customer-submitted photo and store details.
• L1 learning points:

1. Always collect serial number and firmware version before discussing hardware failures.

2. Use standard escalation templates—include diagnostics performed, customer context, and L2 request.

3. Avoid assuming network compatibility; validate 5G band support with ISP.

#TE00131958 — Resolved by Level 2

• What L1 saw: MX6200 mesh nodes flashing red; parent node solid white. Customer reported nine nodes down since Friday.
• Why it escalated: L1 skipped basic connectivity checks (WAN, admin-page access) and ended with only a proposed reset plan.
• What L2 did:

- Verified WAN link stability via direct modem test.

- Identified flawed Ethernet cable (Cat-8) causing speed mismatch.

- Guided node-by-node reset and re-pairing, confirming stable white status post-repair.

• Current state: Resolved after cable replacement and node re-pairing.
• L1 learning points:

1. Always test WAN speed before node troubleshooting.

2. Use node-isolation steps—reset one child node at a time.

3. Document physical topology (serial numbers, cable types) during initial contact.

#TE00122329 — Pending with Level 2

• What L1 saw: MX4200 node failure; customer claimed prior warranty claim in 2024.
• Why it escalated: L1 unable to locate prior case/RMA; customer rejected pro-rated refund.
• What L2 did:

- Offered comparable LN1601-AH model as management-approved replacement.

- Contacted customer for agreement on special-case sourcing.

• Current state: Awaiting customer confirmation of LN1601-AH acceptance.
• L1 learning points:

1. When prior cases are claimed, search by serial number and DOP, not just email.

2. Document all customer objections (refund rejection, model preference) in case notes.

3. Escalate early when warranty/RMA history is unclear—don’t delay replacement decisions.

Coach Appendix

Highest-signal trend: Escalation cases dominated the week, with recurring gaps in serial/firmware collection, protocol adherence, and unauthorized tools. Focus next week on structured escalation handoffs, firmware/serial documentation, and WAN-first diagnostics for mesh connectivity issues. All evidence above reflects actual call handling patterns.*

This Week's Calls