eric.marbella@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Escalation-heavy week: 7 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 one of the slowest families at 49m 16s.
• WHW is one of the slowest families at 38m 18s.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.27 vs. last week.
• Average handle time moved down by 1m 27s.
• Family swing: MX handle time moved up by 14m 36s vs. last week.

What Went Well

• Clear communication in refund process

> "Thank you again for answering my call. And would there be anything else that I can assist you with, aside from your main concern?"

#PR00132341

• Persistence in troubleshooting guidance

> "Okay, so before we, before we proceed. So you got a new modem and then also a router from them?"

#TE00132021

Growth Opportunities

• Protocol adherence and case documentation

> "Did not collect product model or serial number despite clear hardware entitlement issue."

#PR00132341

• Technical accuracy and troubleshooting

> "Agent used unauthorized third-party remote access tool, violating security protocol."

#TE00131245

Next Week's Focus

1. Collect essential product details (model, serial number) on every call.
2. Verify warranty status before discussing replacement options.
3. Use only approved Linksys tools for remote access.
4. Document all troubleshooting steps and outcomes in HappyFox.

Technical Accuracy

• Improvement

> "Agent failed to collect product model and serial number despite critical relevance to replacement verification. No warranty status or case documentation was performed."

#PR00132341

• Improvement

> "Agent used unauthorized third-party remote access tool, violating security protocol. Misidentified LED colors and provided incorrect IP address behavior guidance."

#TE00131245

• Improvement

> "Agent provided incorrect support URL and misstated brand name, undermining technical credibility and protocol adherence."

#TE00132021

• Improvement

> "Agent provided incorrect support URL and misstated company name, violating accuracy and protocol. No troubleshooting or valid support path was provided."

#PR00005769

• Improvement

> "Agent failed to provide accurate support information, violating protocol and leaving the customer misdirected."

#PR00132341

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

#PR00132341 — Pending with Level 2

• What L1 saw: Customer received a used MX6201 replacement unit and wanted a brand-new one. L1 failed to collect product details, verify warranty, or open a case.
• Why it escalated: Lack of documentation and unclear next steps.
• Related call chain: Multiple calls involving the same issue, with inconsistent handling and no resolution.
• What L2 did: Pending HQ feedback; no resolution steps documented yet.
• Current state: Pending with Level 2.
• L1 learning points: Always collect model/serial numbers, verify warranty, and document all interactions in HappyFox.

#TE00131245 — Callback

• What L1 saw: MX8500 node disconnected, showing solid red light. L1 attempted remote session via unauthorized tool and escalated.
• Why it escalated: Need for firmware retrieval and possible replacement.
• Related call chain: Multiple calls involving the same issue, with inconsistent handling.
• What L2 did: Claimed case, attempted to retrieve latest firmware, and scheduled callback.
• Current state: Callback.
• L1 learning points: Use approved remote tools, verify LED states correctly, and document all troubleshooting steps.

#TE00131380 — Resolved

• What L1 saw: MX4000 unable to access web UI, showing blank blue screen. L1 escalated after failed troubleshooting.
• Why it escalated: Unable to resolve blank screen issue.
• Related call chain: Single call involving the issue.
• What L2 did: Tested firmware downgrade on lab unit and provided workaround.
• Current state: Resolved.
• L1 learning points: Try accessing admin interface via full UI path if default address fails.

#TE00132021 — Resolved

• What L1 saw: MX4200 no internet connection after ISP upgrade. L1 scheduled callback without troubleshooting.
• Why it escalated: No resolution achieved.
• Related call chain: Multiple calls involving the same issue.
• What L2 did: Performed remote troubleshooting and resolved the issue.
• Current state: Resolved.
• L1 learning points: Perform basic network diagnostics (ipconfig, admin page) before scheduling callbacks.

#TE00125022 — Resolved

• What L1 saw: WHW01 child node disconnected after outage. L1 advised contacting ISP and abruptly ended the call.
• Why it escalated: No resolution achieved.
• Related call chain: Single call involving the issue.
• What L2 did: Resolved the issue and provided feedback.
• Current state: Resolved.
• L1 learning points: Provide clear troubleshooting steps and avoid abrupt call endings.

Coach Appendix

• Highest-signal weekly trend: Protocol adherence and technical accuracy need significant improvement, particularly in collecting product details, using approved tools, and providing accurate support information.
• Recurring pattern: Multiple calls show inconsistent handling of hardware and connectivity issues, with a lack of documentation and unclear next steps.

This Week's Calls