# 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 1. **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)](https://linksys.happyfox.com/staff/ticket/5769/)* `#PR00005769` --- ## Growth Opportunities 1. **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](https://linksys.happyfox.com/staff/ticket/131428/)* `#TE00131428` 2. **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](https://linksys.happyfox.com/staff/ticket/5769/)* `#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](https://linksys.happyfox.com/staff/ticket/131111/)* `#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](https://linksys.happyfox.com/staff/ticket/131428/)* `#TE00131428` ### **Improvement** Instructed 20-second reset instead of 15 seconds per KB, leading to incorrect troubleshooting procedure. > *[Guided 20-second reset for MX6200](https://linksys.happyfox.com/staff/ticket/5769/)* `#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](https://linksys.happyfox.com/staff/ticket/131111/) — 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](https://linksys.happyfox.com/staff/ticket/131428/) — 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](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 19:37:50+00:00 | 1.50 | INBOUND | — | GENERAL INQUIRY | No resolution possible due to lack of information. | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 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](https://linksys.happyfox.com/staff/ticket/5769/) | 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](https://linksys.happyfox.com/staff/ticket/131111/) | 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](https://linksys.happyfox.com/staff/ticket/131428/) | 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. |