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 | 32m 50s | 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 | 1.40 | 10 |
| Communication | 2.10 | 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 | 41m 5s | 1.90 | 2.00 | 1.30 | 2.10 | ✓ |
| ACCESS | 3 | 12m 58s | 2.10 | 3.00 | 1.70 | 2.00 | ✓ |
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
No strengths were identified this week.
Growth Opportunities
Incorrect technical guidance and protocol violations
Agent provided incorrect web UI URL and wrong login credentials ('admin' instead of 'root' for MBE7000), leading to access failure.
Next step: Always verify model-specific KB articles before issuing login instructions; confirm URL paths and default credentials using official documentation.
Failure to resolve technical issues and follow structured troubleshooting
Agent did not follow standard Velop mesh troubleshooting procedures (reset, pairing, LED validation) and provided irrelevant guidance (IPv6 toggle).
Next step: Implement the universal mesh rebuild procedure: factory reset, Pair button validation, and LED state confirmation before proceeding to advanced diagnostics.
Next Week's Focus
- Collect and verify product model, serial number, and warranty status before initiating any troubleshooting.
- Follow the documented mesh rebuild procedure for Velop nodes: factory reset → Pair button → LED validation → firmware check.
- Avoid unauthorized remote-access tools; use only Linksys-approved methods.
- When discussing discontinued products, reference official KB statements to avoid misinformation.
Technical Accuracy
Improvement
Agent provided incorrect web UI URL and wrong login credentials ('admin' instead of 'root' for MBE7000), leading to access failure.
Improvement
Agent used unauthorized remote-access tool (join.zoho.com), violating security and support protocol.
Improvement
Agent provided materially false information about product discontinuation, misleading the customer.
Improvement
Agent provided unsupported login guidance, leading to customer confusion and unresolved access issue.
Improvement
Agent provided materially incorrect information about firmware support for discontinued hardware.
Coaching Moments
No additional coaching moments were extracted after the technical review.
Escalation Lessons: What L2 Did
#TE00128179 — Resolved by Level 2
- What L1 saw: MBE7000 mesh system with slow speeds, offline nodes, firmware update loop, and app login failures.
- Why it escalated: L1 provided incorrect web UI URL, wrong login credentials, and failed to follow structured troubleshooting.
- Related call chain: Multiple attempts by L1 and other agents resulted in incomplete diagnostics and customer frustration.
- What L2 did: Performed full mesh reset, verified firmware versions across nodes, and reconfigured the system from scratch after addressing cloud service discontinuation artifacts.
- Current state: Resolved.
- L1 learning points:
1. Always collect model/serial/firmware details before guidance.
2. Use model-specific KB for URL and credential validation.
3. Follow mesh rebuild procedure: reset → pair → LED check → firmware update.
#TE00130759 — Callback
- What L1 saw: MX2000 with slow speeds and high latency despite line-of-sight proximity.
- Why it escalated: L1 incorrectly stated product line discontinued, failed to perform wired speed test, and provided no diagnostics.
- Related call chain: Multiple L1 attempts resulted in unresolved performance issues and customer frustration.
- What L2 did: Planned callback to verify warranty, perform wired speed test, and validate modem performance before blaming Wi-Fi.
- Current state: Callback pending.
- L1 learning points:
1. Never state product discontinuation without KB verification.
2. Always perform wired speed test to isolate modem vs. Wi-Fi issues.
3. Collect model/serial/warranty info before discussing refunds or replacements.
#TE00130994 — Resolved by Level 2
- What L1 saw: MX6200 unable to log into web UI, receiving error 212.
- Why it escalated: L1 provided vague factory reset advice without confirming prior attempts or access to correct URL.
- Related call chain: L1 attempt ended without resolution; customer attempted reset unsuccessfully.
- What L2 did: Guided customer through local admin URL access, verified LED states, and confirmed node reboot success.
- Current state: Resolved.
- L1 learning points:
1. Confirm customer can reach local admin URL (myrouter.local or IP).
2. Verify LED states before and after reset.
3. Provide step-by-step reset instructions: hold reset button 10-20 seconds until LED flashes red, then turns solid blue.
#TE00092429 — Resolved by Level 2
- What L1 saw: MX8500 account verification failure after ISP change.
- Why it escalated: L1 incorrectly stated Linksys Smart Wi-Fi cloud service is discontinued and provided unsupported login guidance.
- Related call chain: L1 attempt misled customer; L2 corrected information and guided proper verification.
- What L2 did: Explained verification process, guided recovery key reset, and confirmed account reactivation.
- Current state: Resolved.
- L1 learning points:
1. Verify KB status before stating service discontinuation.
2. Use official account verification steps: email click, recovery key, or support portal.
3. Never advise router password as app login bypass.
#TE00127812 — Resolved by Level 2
- What L1 saw: MX6200 child node with solid red light despite proximity.
- Why it escalated: L1 performed factory reset but did not validate pairing or LED state post-reset.
- Related call chain: L1 reset resulted in solid blue, but customer reported later issues.
- What L2 did: Confirmed node pairing via Pair button, validated LED states, and guided mesh rebuild.
- Current state: Resolved.
- L1 learning points:
1. After reset, always verify Pair button success and LED transition to solid blue.
2. Guide customer through full mesh rebuild if nodes remain unpaired.
3. Document node count and LED states in case notes.
Coach Appendix
- Primary trend: Escalation-heavy week with persistent accuracy and protocol gaps in mesh troubleshooting and discontinued-product guidance.
- Key pattern: Failure to collect essential device information (model, serial, warranty) before providing technical guidance, leading to incorrect instructions and unresolved issues.
- Action items: Prioritize model-specific KB verification, enforce structured mesh troubleshooting (reset → pair → LED check), and avoid unauthorized tools or unsupported statements about product lifecycle.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #TE00128179 | 2026-05-26 16:01:34+00:00 | 1.70 | OUTBOUND | MBE7000 | CONNECTIVITY | Schedule follow-up call to perform full mesh reset, verify firmware versions, and address offline nodes. |
| #TE00130759 | 2026-05-26 19:45:46+00:00 | 1.80 | OUTBOUND | MX2000 | CONNECTIVITY | Agent could not resolve issue; incorrectly stated product line discontinued; offered pro-rated refund and escalated to level-2 manager. Requested receipt screenshot for processing. |
| #TE00128179 | 2026-05-26 23:01:07+00:00 | 1.10 | OUTBOUND | MBE7000 | CONNECTIVITY | Agent will review logs internally and call back with recommendations. No resolution achieved during call. |
| #TE00130994 | 2026-05-27 17:05:10+00:00 | 3.00 | OUTBOUND | MX6200 | ACCESS | No resolution; agent suggested a reset that had already been tried. Customer said they would try later. |
| #TE00092429 | 2026-05-27 19:24:15+00:00 | 1.80 | OUTBOUND | MX8500 | ACCESS | No resolution achieved. Customer left without confirmed fix or clear escalation path. Agent closed call after vague suggestions. |
| #TE00130759 | 2026-05-27 21:12:58+00:00 | 3.00 | OUTBOUND | MX2000 | CONNECTIVITY | Schedule callback for Level-2 troubleshooting to confirm defect; if confirmed, initiate prorated digital reward refund process via Tango. |
| #TE00130759 | 2026-05-28 15:20:17+00:00 | 3.00 | OUTBOUND | MX2000 | CONNECTIVITY | No resolution achieved. Customer instructed to reconnect to Wi-Fi after IPv6 was disabled, but no speed improvement confirmed. No escalation, callback, or follow-up scheduled. |
| #TE00130759 | 2026-05-28 15:45:30+00:00 | 3.00 | OUTBOUND | MX2000 | CONNECTIVITY | Customer to send logs and speed‑test results via email; agent will review and determine next actions (possible refund or further troubleshooting). |
| #TE00127812 | 2026-05-29 02:57:48+00:00 | 1.50 | INBOUND | MX6200 | CONNECTIVITY | None – call ended after automated greeting. |
| #TE00128179 | 2026-05-29 23:03:57+00:00 | 1.10 | OUTBOUND | MBE7000 | CONNECTIVITY | None – call ended without actionable guidance or correct technical information. |