john.pagurayan@concentrix.com — Coaching Report

Week of 2026-06-01 – 2026-06-07

At a Glance

Work Mix Lens

• Escalation-heavy week: 5 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 the slowest family at 89m 36s; outlier: 1.9x weekly median handle time.
• OTHER is one of the slowest families at 6m 23s.

Problem Categories

Week-over-Week Movement

• Accuracy moved up 0.50 vs. last week.
• Average handle time moved up by 2m 35s.

What Went Well

• Technical isolation and troubleshooting: Agent correctly ruled out network/SIM issue by confirming SIM works in other devices ([03:30])
• Customer follow-up and continuity: Proactively scheduled a callback to ensure follow-up and maintain support continuity ([07:31])

Growth Opportunities

• Case documentation and protocol adherence: Failed to initiate formal escalation or create a case note despite being from 'escalation team'
• Technical accuracy and troubleshooting completeness: Used non-Linksys remote-access software (Zoho), which is against policy [00:00, 01:00, 08:00]

Next Week's Focus

• This week is escalation-heavy, so prioritize case progression, documentation, and L2-ready handoffs.
• Improve protocol adherence (case documentation, formal escalation paths)
• Enhance technical completeness (serial number collection, firmware verification)
• Avoid unauthorized tools (use Linksys-approved remote access methods)

Technical Accuracy

Improvement

Agent used unauthorized third-party remote-access software (Zoho) instead of Linksys-approved tools, violating protocol.

Improvement

Agent failed to collect serial number during call, delaying warranty verification and case progression.

Improvement

Agent did not verify firmware version despite discussing it as a potential factor, missing a key troubleshooting step.

Coaching Moments

No additional coaching moments were extracted after the technical review.

Escalation Lessons: What L2 Did

— — Updated

• Call Outcome: Agent advised contacting Hong Kong authorized dealer for possible replacement under warranty and scheduled a callback for follow-up after customer retrieves store information.
• Level 2 Resolution Steps: [{'timestamp': '2026-05-26 03:21:57', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi Team,Here is a customer issue that needs to be escalated for further handling. Issue and description: automatic restart Asset for escalation (Model number of the device): FGMM1000 Firmware Version: [REDACTED_PHONE] Devices affected / involved (ie: handheld devices used, router used): iphone 16 pro Summary of TS or workarounds done: 1. The customer is using two CSL SIM cards inserted into the router. When the network mode is set to 4G only, the router works normally. However, when the network....'}, {'timestamp': '2026-05-26 03:22:09', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Updated -> Escalated'}, {'timestamp': '2026-05-26 04:35:09', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi, [@Kris Qin][1] cc: [@Marc Baynos][2] Good day! ## Recommended Troubleshooting (Pending Execution): Perform a full factory reset (press and hold reset button for 10–15 seconds) and reconfigure the device from scratch without restoring any previous configuration. Manually verify and configure CSL APN settings to ensure proper profile is applied for 5G (NR) data session establishment, avoiding auto-detection. * If possible, conduct controlled testing in an alternate location...'}, {'timestamp': '2026-06-01 06:49:52', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Time Started: 11:37 pm PDT ------------------------------------------------------------------------------------------------------------------ Case: TE00128936 Skill: M0:Pilot L1 Name: Ms. Zhang Phone: + [REDACTED_PHONE] Email: [[REDACTED_EMAIL]][1] Theatre: APAC ------------------------------------------------------------------------------------------------------------------ Model: FGMM1000 Serial: 47K10FA9B00323 DOP: Mar 30, 2026 POP: Local Store ISP: CSL ---------------------------------------...'}, {'timestamp': '2026-06-01 08:46:13', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Time Started: 1:38 am PDT ------------------------------------------------------------------------------------------------------------------ Case: TE00128936 Skill: M0:Pilot L1 Name: Ms. Zhang Phone: + [REDACTED_PHONE] Email: [[REDACTED_EMAIL]][1] Theatre: APAC ------------------------------------------------------------------------------------------------------------------ Model: FGMM1000 Serial: 47K10FA9B00323 DOP: Mar 30, 2026 POP: Farm Computer Limited ISP: CSL ------------------------------...'}, {'timestamp': '2026-06-01 08:47:09', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi, [张女士][1], Good day! This is Larry from Linksys Customer Support. Please reply to this email with the attached photo of the unit capturing the model and serial number. Your case number: TE00128936. [1]: https://support.linksys.com/staff/contact/198589'}, {'timestamp': '2026-06-01 08:47:13', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Updated -> Pending - HQ Feedback'}]
• Current Status: Updated

— — Resolved

• Call Outcome: Agent to access parent node admin page, generate system log, and reset/re-add child nodes one at a time.
• Level 2 Resolution Steps: [{'timestamp': '2026-06-03 08:12:45', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'NOTE: _Case where the customer replied with a sysinfo file requested by the agent. _This case is associated to: TE00111508'}, {'timestamp': '2026-06-03 08:15:13', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Ticket related to: TE00111508'}, {'timestamp': '2026-06-03 08:17:25', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: Unassigned -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-03 08:17:33', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}, {'timestamp': '2026-06-03 08:19:55', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Resolved'}]
• Current Status: Resolved

— — Pending - HQ Feedback

• Level 2 Resolution Steps: [{'timestamp': '2026-03-19 11:28:03', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: New -> Escalated'}, {'timestamp': '2026-03-19 15:34:51', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': '![][1] Hi Wai Lun Tang, I apologize for the inconvenience. Upon checking our system, we were unable to find any record associated with your email address or phone number. Was this device deemed defective via phone support or through our Live Chat? Do you still have the ticket or RMA number? Regards, Jane Linksys Technical Support For assistance, please visit our support site at [https://support.linksys.com][2]. [![][3]][4] © Linksys Holdings, Inc. 2025. All rights reserved. [1]: https://down...'}, {'timestamp': '2026-03-19 15:36:12', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Status: Escalated -> Pending'}, {'timestamp': '2026-06-05 09:23:01', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Time Started: 2:17 am PDT ------------------------------------------------------------------------------------------------------------------ Case: TE00122329 Skill: Technical Escalations Name: Tang Wailun Phone: [REDACTED_PHONE] Email: [[REDACTED_EMAIL]][1] Theatre: APAC ------------------------------------------------------------------------------------------------------------------ Model: MX4200 Serial: 38U10M51C14717 DOP: May 25, 2022 POP: Apple Store ISP: CSL --------------------------------...'}, {'timestamp': '2026-06-05 09:28:43', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hello, [@Ashley Alayon][1] cc: [@Marc Baynos][2] [@Zither Calvin][3] This case was discussed offline, and below are the next steps moving forward. We will be offering the comparable unit model LN1601-AH, this will be treated as a special case, as the unit will be sourced from a specific distributor to accommodate the customer’s request. NOTE: _I contacted the customer but he was unreachable. _I will send an email discussing the comparable model and ask him to reply if he agrees so we can pro...'}, {'timestamp': '2026-06-05 09:30:50', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Hi, Tang, Good day. We would like to discuss an alternative solution approved by our management. As part of this, we will be offering a comparable replacement model, LN1601-AH. Kindly confirm if you agree with this model by replying to this email, so we can proceed with the necessary arrangements. Should you have any questions or clarification, please feel free to let us know. We will be glad to assist you.'}, {'timestamp': '2026-06-05 09:30:58', 'phase': 'escalated_pending_l2', 'actor_role': 'staff', 'summary': 'Assignee: [REDACTED_EMAIL] -> [REDACTED_EMAIL]'}]
• Current Status: Pending - HQ Feedback

Coach Appendix

Weekly pattern unavailable.

Focus points: Improve protocol adherence (case documentation, formal escalation paths); Enhance technical completeness (serial number collection, firmware verification); Avoid unauthorized tools (use Linksys-approved remote access methods)

This Week's Calls