eric.marbella@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 |
|---|---|---|---|---|---|
| 5 | 38m 48s | MX6200 | CONNECTIVITY | 3 | 2 |
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
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.40 | 5 |
| Protocol | 1.40 | 5 |
| Communication | 2.00 | 5 |
| Overall | 1.80 | 5 |
Where Time Goes
Product Families
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
|---|---|---|---|---|---|---|---|
| EA | 1 | 82m 34s | 1.60 | 1.00 | 1.00 | 2.00 | |
| MX | 3 | 34m 40s | 1.97 | 2.00 | 1.67 | 2.67 |
Key Observations
- EA is one of the slowest families at 82m 34s.
- MX is one of the slowest families at 34m 40s.
Problem Categories
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|---|---|---|---|---|---|---|---|
| CONNECTIVITY | 3 | 31m 57s | 1.50 | 1.00 | 1.00 | 2.00 | ✓ |
| HARDWARE | 2 | 47m 50s | 2.25 | 4.50 | 1.50 | 2.00 | ✓ |
| GENERAL INQUIRY | 1 | 8m 4s | 1.50 | 5.00 | 1.00 | 1.00 |
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
- Accurate LED Interpretation
Correctly interpreted flashing blue LED as reboot loop and solid red on child nodes as no internet (KB reference: velop_wifi_connectivity.md).
> MX6200 parent node flashing blue (reboot loop), child nodes solid red (no internet)
#PR00005769
Growth Opportunities
- Avoid Unauthorized Tools and Incorrect URLs
What better looks like: Use only approved Linksys domains and internal tools. Verify URLs against KB before sharing.
> Provided non-Linksys support URL: support.nxnlinks.com
#TE00131428
- Execute Model-Specific Troubleshooting
What better looks like: Follow KB reset durations (15s for MX6200, not 20s) and avoid non-standard recovery scripts.
> Instructed 20-second reset instead of 15 seconds per KB
#PR00005769
Next Week's Focus
- Practice KB-first resets – confirm model-specific steps before guiding customers.
- Eliminate third-party tools – use only approved Linksys domains for remote access.
- Set clear callback expectations – specify time windows and next-step ownership after placing customers on hold.
- Validate warranty status early – collect serial numbers and proof of purchase upfront for hardware cases.
Technical Accuracy
Improvement
Used unauthorized third-party remote-access software (Zoho) without security approval.
Attempted remote access via unauthorized Zoho tool
#TE00131111
Improvement
Provided incorrect URL for remote access (join.zoho.com) and invalid router web UI address.
[Directed customer to join.zoho.com and http://[REDACTED_PHONE]:8080/news/](https://linksys.happyfox.com/staff/ticket/131111/)
#TE00131111
Improvement
Provided materially incorrect support URL (support.nxnlinks.com) which is not a Linksys domain.
Shared support.nxnlinks.com instead of official Linksys resources
#TE00131428
Improvement
Instructed 20-second reset instead of 15 seconds per KB, leading to incorrect troubleshooting procedure.
Guided 20-second reset for MX6200
#PR00005769
Strength
Correctly interpreted LED states per KB: flashing blue = reboot loop, solid red = no internet.
#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: EA-9300 WAN port orange, no internet despite direct modem-to-PC success.
- Why it escalated: L1 used unauthorized remote tool, misinterpreted LED, and failed to establish valid troubleshooting path.
- What L2 did: Verified ISP configuration, confirmed VLAN/PPPoE requirements, and guided firmware reflash after isolating hardware.
- Current state: Resolved after firmware update and ISP coordination.
- L1 learning points:
1. Verify WAN LED meaning per EA Series KB (orange = no internet, not cable issue).
2. Use only approved Linksys tools for remote access.
3. Check for non-standard ISP IP ranges (e.g., 172.16.x.x) before concluding hardware failure.
#TE00131428 — Resolved by Level 2
- What L1 saw: MX2000 middle node not connecting; app setup failed.
- Why it escalated: L1 provided invalid support URL, performed no troubleshooting, and ended with vague callback promise.
- What L2 did: Performed full mesh reboot, verified node pairing via web UI, and confirmed signal strength.
- Current state: Resolved after resetting mesh topology and re-adding node.
- L1 learning points:
1. Always attempt basic resets/pairing before escalation.
2. Use only Linksys support domains (myrouter.info, support.linksys.com).
3. Document serial numbers and mesh topology details early.
Coach Appendix
No additional coach-only appendix material was extracted this week.
This Week's Calls
| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| #PR00005769 | 2026-05-27 19:37:50+00:00 | 1.50 | INBOUND | — | GENERAL INQUIRY | No resolution possible due to lack of information. |
| #PR00005769 | 2026-05-27 19:46:17+00:00 | 3.00 | INBOUND | MX6200 | HARDWARE | Agent to review prior case notes and determine next steps (reset, firmware update, or replacement). No callback time or follow-up method confirmed. |
| #PR00005769 | 2026-05-27 20:19:37+00:00 | 1.80 | OUTBOUND | MX6200 | HARDWARE | Escalate for warranty replacement; send email requesting proof of purchase, photos of defective unit and power adapter, and provide reconfiguration guide for WHW03 nodes. |
| #TE00131111 | 2026-05-28 01:18:45+00:00 | 1.60 | OUTBOUND | EA9300 | CONNECTIVITY | Scheduled a callback for 1:30 PM CST the next day to reflash firmware and, if needed, conduct a three-way call with the ISP. |
| #TE00131428 | 2026-05-29 19:37:48+00:00 | 1.10 | OUTBOUND | MX2000 | CONNECTIVITY | Customer will call back on Monday, but no self-help steps or valid support path provided. |