edgarianmark.catulong@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Escalation-heavy week: 10 TE-owned calls vs 1 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

• MBE is the slowest family at 27m 41s; outlier: 2.0x weekly median handle time.
• MR is one of the slowest families at 14m 21s.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 1.53 vs. last week.
• Communication moved down 0.48 vs. last week.
• Average handle time moved down by 17m 13s.
• Family swing: MBE handle time moved down by 40m 34s vs. last week.
• Family swing: MX handle time moved down by 8m 32s vs. last week.

What Went Well

• Basic firewall confirmation: Agent confirmed the presence of a basic SPI firewall, aligning with KB expectations.
• Correct URL workaround application: Agent correctly identified and applied the KB-approved direct-URL workaround (http://IP/ui/local/dynamic/index.html) to access child node UI.

Growth Opportunities

• Protocol adherence and technical accuracy: Failed to collect model/serial or verify warranty status in 8/10 calls. Incorrectly claimed all Linksys models are discontinued (call_id: b332799e-6112-11f1-a13a-42010a660053).
• Call closure and follow-up commitment: No clear follow-up or resolution path provided in 7/10 calls. Examples: 'Agent will create a report and present it to the team; no timeline, no confirmation of follow-up' (call_id: b083c0d0-5ecf-11f1-90af-42010a660053).

Next Week's Focus

• This week is escalation-heavy, so prioritize case progression, documentation, and L2-ready handoffs.
• Improve protocol adherence: collect model/serial and verify warranty status in every call.
• Provide clear follow-up commitments and timelines to avoid customer frustration.
• Ensure technical accuracy: avoid incorrect statements about product discontinuation.
• Complete troubleshooting objectives (e.g., log capture) before ending calls.

Technical Accuracy

Improvement

So, none of your devices connects to its Wi-Fi? All right. Okay. Well, first of all, sir, this model is already discontinued. Nothing actually, sir. So, all of the Linksys models are discontinued.

Agent provided factually incorrect information about product discontinuation, which is a serious accuracy violation.

Improvement

Failed to provide clear follow-up commitment or timeline, leading to customer frustration and potential escalation.

Improvement

Agent incorrectly used HTTPS instead of HTTP for the direct URL workaround, leading to certificate warnings and confusion.

Improvement

Agent failed to initiate any troubleshooting for reported Wi-Fi performance issues, missing protocol adherence.

Strength

Agent correctly applied the KB-approved direct-URL workaround to access the child node UI.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Callback

• Call Outcome: Logs captured; no technical fix or follow-up plan provided.
• Level 2 Resolution Steps: [{'timestamp': '2026-04-08 01:12:31', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Callback through [REDACTED_PHONE]*# • Able to reach Cx • Ask Cx to open the App • Cx said that he wants to have a separate Primary Node for WHW01 • Cx confirms he has attached a long cable to the desired location • Asked permission to put on hold • TC Kerby advise to escalate the case • Advise Cx that we will esca the case • Cx refuse and wants to continue with me • Asked Cx to bring the child node at the other end of the long cable • Cx said that default SSID of the WHW01 is visible • Asked Cx....'}, {'timestamp': '2026-04-08 01:20:54', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Please assist with this case • Call back requested time: 10am Pacific, Apr 8, 2026 • Cx wants to create a separate primary router for WHW01 • Cx has an existing Mesh Network of MBE7000 and it is working • Cx laid out a long cable from the MBE7000 primary to the location of the WHW01 • When trying to connect to the default SSID, error: unable to join network • Tried on two devices -- same error Other TS done • We initially configure the WHW01 as child node • Confirmed it can connect to the MBE700...'}, {'timestamp': '2026-04-08 01:21:04', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-06-02 21:43:54', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': '![][1] [1]: /get_hdp_inline_attachment/19553/'}, {'timestamp': '2026-06-02 21:58:46', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': "TE00110879 Gil Lucero [REDACTED_EMAIL] [REDACTED_PHONE] MBE7000 59A10M2AD02116 Comcast - follow up call at 5:24 am MNL - the phone rings - heard the auto callback disclaimer - he was able to answer the call - it seemed to work for a while then it didn't - it started to behave the same way - it started dropping the wireless connection - issues with NAS - it node always stays steady white - devices disconnects from WiFi - unable to connect automatically and manually - it seems to hang - no error m..."}, {'timestamp': '2026-06-02 21:58:59', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': '- callback - was routed to the voice mail - left a message - have mentioned to be calling again after 30 minutes - released the call'}, {'timestamp': '2026-06-02 22:18:33', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': "- another callback - the phone rings - heard the auto callback disclaimer - he was able to answer the call - told him that we will create a report out of the items that we have gathered - we will present the ticket to the team - told him that the avenue to discuss the ticket will be tomorrow - he said he don't it to take more days - he will contact Amazon about the situation - no other concerns - call ended"}]
• Current Status: Callback

— — Callback

• Call Outcome: Agent will manually provide a beta firmware update and follow up with the customer to verify connectivity.
• Level 2 Resolution Steps: [{'timestamp': '2026-04-30 22:30:33', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-04-30 22:30:38', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Caller ID/Phone #: [REDACTED_PHONE] Name: William Tagart Email: [REDACTED_EMAIL] ISP: Cox Model Number: MBE7000 Serial Number: 59A10M28D03453 / 59A10M28D03258 Devices: Issue Description: 1 CN is disconnected Troubleshooting Steps: • Warranty starts: Jul 10, 2024 • Verified cables. CN is wired to the PN Unplugged it from the PN. -- ok •CN is currently Blue. - ok Did 5 press on PN. •Checked leds. Nothing changes. •Moved CN closer to the PN -- 8ft feet •Did the pair. It was blinking white and it we...'}, {'timestamp': '2026-04-30 23:09:02', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'ERRATUM: Caller ID/Phone #: [REDACTED_PHONE] Name: William Tagart Email: [REDACTED_EMAIL] ISP: Cox Model Number: MBE7000 Serial Number: 59A10M28D03453 / 59A10M28D03258 Devices: Issue Description: 1 CN is disconnected Troubleshooting Steps: • Warranty starts: Jul 10, 2024 • Verified cables. CN is wired to the PN Unplugged it from the PN. -- ok •CN is currently Blue. - ok Did 5 press on PN. •Checked leds. Nothing changes. •Moved CN closer to the PN -- 8ft feet •Did the pair. It was blinking white....'}, {'timestamp': '2026-06-02 00:14:26', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Escalated -> Callback'}, {'timestamp': '2026-06-02 00:14:26', 'phase': 'level_2_resolution_work', 'actor_role': 'automation', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-02 00:15:15', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-03 21:25:42', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00057780 William Tagart [REDACTED_EMAIL] [REDACTED_PHONE] MBE7000 59A10M28D03453 Cox - this ticket was claimed from the TE queue - callback time at 4:25 am MNL - the phone rings - heard the auto callback disclaimer - he was able to answer the call - same issue - it worked fine after we reset it before - it would reconnect then disconnect - it gives the error message - it could not find the IP address - IP address is bad - experienced the issue everywhere - he said he have to unplug the parent....'}]
• Current Status: Callback

— — Resolved

• Call Outcome: Agent will email step-by-step instructions for log capture and follow up with the customer.
• Level 2 Resolution Steps: [{'timestamp': '2026-06-03 22:34:32', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: New -> Resolved'}]
• Current Status: Resolved

— — Callback

• Call Outcome: Level-2 technician to call back within 3–5 minutes (unverified commitment).
• Level 2 Resolution Steps: [{'timestamp': '2026-06-03 19:04:19', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Escalate for exceeding threshold can contact the customer using this 2 numbers [REDACTED_PHONE] // [REDACTED_PHONE]'}, {'timestamp': '2026-06-03 19:07:14', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Resolved -> Escalated'}, {'timestamp': '2026-06-03 21:34:18', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-05 17:41:44', 'phase': 'level_2_resolution_work', 'actor_role': 'staff', 'summary': 'Assignee: [REDACTED_EMAIL] -> kharla.proel'}, {'timestamp': '2026-06-05 17:42:11', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Assignee: kharla.proel -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-05 17:42:26', 'phase': 'level_2_resolution_work', 'actor_role': 'staff', 'summary': '- customer said that he received a missed call from L2 - verify to L2 - for callback 3-5 minutes - customer agree'}, {'timestamp': '2026-06-05 17:55:21', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': "TE00132074 Roman Bessant [REDACTED_EMAIL] [REDACTED_PHONE] WHW03 20J10C6C656476 GigaClear - this was an endorsed ticket - follow up call at 1:35 am MNL - the phone rings - was routed to the voice mail - left a message - have mentioned to be calling again after 30 minutes to an hour - released the call - second callback at 1:40 am MNL - he was able to answer the call - he spoke with GigaClear - he was confirming if he can connect the node from the GigaClear unit - then there's splitter connected...."}]
• Current Status: Callback

— — Pending

• Call Outcome: Agent will email the customer to request receipt; no technical fix or clear replacement process provided.
• Level 2 Resolution Steps: [{'timestamp': '2026-06-05 16:29:21', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi Team, Good day! I would like to escalate this case for further assistance with CAT Clark approval. Customer is requesting an immediate replacement for the MR7500. As per cx the SSID is not broadcasting and insist that he already TS it. Already said proper expectation about the process and proper isolation but cx insist to have it escalated and wont provide POP. Customer request to have an immediate callback from L2. Please see case notes. Thank you. EL'}, {'timestamp': '2026-06-05 16:29:34', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-06-05 18:02:24', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00132427 Sean Young [REDACTED_EMAIL] [REDACTED_PHONE] MR7500 45C10M27C00628 Breezeline - this ticket was claimed from the TE queue'}, {'timestamp': '2026-06-05 18:04:28', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'TE00132427 Sean Young [REDACTED_EMAIL] [REDACTED_PHONE] MR7500 45C10M27C00628 Breezeline - this ticket was claimed from the TE queue - callback time at 2:02 am MNL - the phone rings - heard the auto callback disclaimer - did not hear any response - left a message - have mentioned to be calling again after 30 minutes to an hour - released the call'}, {'timestamp': '2026-06-05 19:28:16', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Hi Sean, Good day! You may reply to this email with a copy of the device’s receipt.'}, {'timestamp': '2026-06-05 19:40:06', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': "- second callback at 3:13 am MNL - he was able to answer the call - the router has a steady blue light - he said that it's a child node - he don't know what's the model of the parent node - devices are unable to connect to it - it is not broadcasting its SSID - he don't have a computer that we can wire to it - had asked him for its power adapter specs - he said that it's on a power shelve - he don't have access to it - he don't know where it was bought - but it was bought by the company - he sai..."}, {'timestamp': '2026-06-05 19:40:12', 'phase': 'level_2_resolution_work', 'actor_role': 'level_2_or_escalation', 'summary': 'Status: Callback -> Pending'}]
• Current Status: Pending

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve protocol adherence: collect model/serial and verify warranty status in every call.; Provide clear follow-up commitments and timelines to avoid customer frustration.; Ensure technical accuracy: avoid incorrect statements about product discontinuation.

This Week's Calls