edgarianmark.catulong@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 |
|---|---|---|---|---|---|
| 10 | 32m 57s | MX2000 | CONNECTIVITY | 5 | 5 |
Scorecard
| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 1.90 | 10 |
| Protocol | 1.30 | 10 |
| Communication | 2.30 | 10 |
| Overall | 2.13 | 10 |
Scores reflect a small sample (10 calls). Overall range: 1.1 – 3.0.
This Week's Coverage
Models Supported
| Model | Calls | Avg Score |
|---|---|---|
| MX2000 | 4 | 2.28 |
| MBE7000 | 3 | 1.30 |
| MX6200 | 2 | 2.25 |
| MX8500 | 1 | 1.80 |
Pattern Note: Lower scores on MBE7000 calls suggest a need for deeper familiarity with this model's mesh behavior and troubleshooting paths.
Problem Categories
| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 8 | 2.05 | ✓ |
| ACCESS | 2 | 2.40 |
CONNECTIVITY focus area: The lower average score here indicates that connectivity issues—especially around mesh stability, speed, and firmware—are currently the most challenging for the agent. These calls require extra attention to structured troubleshooting and accurate product knowledge.
What Went Well
- Proactive escalation and callback scheduling
> "Thank you for being patient. Hello? Yes, hi, Mr. Andy. My name is Kirby and I'm one of the supervisors here in technical support. How may I help you today, Andy?"
> "…Schedule callback for Level-2 troubleshooting to confirm defect; if confirmed, initiate prorated digital reward refund process via Tango."
The agent correctly recognized when to involve a supervisor, scheduled a concrete callback, and communicated clear next steps—showing strong escalation skills.
- Attempted remote session and log collection
> "All right, then generate the logs one more time. So open a new tab on the browser… enter [REDACTED_PHONE]/sysinfo.cgi…"
The agent showed initiative by guiding the customer through log collection, which is essential for senior-tier analysis even when immediate resolution isn’t possible.
Growth Opportunities
- Avoid incorrect product discontinuation statements
> "I think last week… the Lynx smart Wi‑Fi services were discontinued."
What “good” looks like:
- Verify product status against the current KB before stating anything about discontinuation.
- If unsure, say, “I’ll confirm the current status and get back to you.”
- Reference the exact KB article or support page when discussing product lifecycle.
- Consistently collect model/serial number early
> (No model/serial collected in calls #7d3cf33e-593b-11f1-9c6d-42010a660053, #c71fbfc0-5956-11f1-a72f-42010a660053, #bb7e8234-5aa8-11f1-a618-42010a660053, #4145b54c-5aac-11f1-8b24-42010a660053)
What “good” looks like:
- Ask for the exact product model and serial number within the first 30 seconds of the call.
- Record this information in the case notes immediately.
- Use the model/serial to pull warranty status, firmware version, and known issues from SNLT or the KB.
Next Week's Focus
- Start every connectivity call with model/serial collection
- Script: “To help me identify the right troubleshooting path, could you please share the exact model name and the serial number of the router?”
- Enter this data immediately in HappyFox.
- Validate product status before discussing discontinuation or firmware
- Check the KB or internal product lifecycle dashboard first.
- If the status is unclear, say: “I’m checking the current support status for this product and will update you shortly.”
- Use structured mesh troubleshooting for MBE7000 and MX nodes
- Follow the “Mesh Full Rebuild” KB article: factory reset → Pair button → LED validation → firmware check.
- Avoid jumping to IPv6 toggles or unrelated settings until basic mesh health is confirmed.
- When escalation is needed, schedule a specific callback time and owner
- Example: “I’m scheduling a callback with a Level‑2 engineer at 8 PM ET. You’ll receive a confirmation email with the direct line.”
Technical Accuracy
Improvement
Provided incorrect web UI URL ([REDACTED_PHONE] at [60:00]) instead of correct [REDACTED_PHONE], a critical accuracy failure.
Improvement
Gave wrong login credentials: instructed 'admin' as username ([61:00]), but MBE7000 requires 'root' per KB.
Improvement
Incorrectly stated that Intelligent Mesh, Cognitive Mesh, MX5300, and MX8500 are discontinued—this is factually wrong per KB.
Improvement
Used join.zoho.com for remote access — not a supported Linksys tool; constitutes a security and protocol violation.
Improvement
Provided materially incorrect technical information: claimed beta firmware updates are still being developed for discontinued MX2600 hardware, contradicting Linksys KB.
Coaching Moments
Strength
"Agent attempted to collect diagnostic logs via both app and manual web UI method ([51:00], [59:00]), showing initiative."
Strength
"Successfully escalated the call path by scheduling a concrete callback with a specific time (8 PM NY) for Level-2 involvement."
Escalation Lessons: What L2 Did
#TE00128179 — Resolved by Level 2
| What L1 saw | Why it escalated | Related call chain | What L2 did | Current state | L1 learning points |
|---|---|---|---|---|---|
| MX2600 mesh nodes showing solid white LEDs but no internet; customer reported firmware update loop and app login failures. | L1 provided incorrect web UI URL, wrong login credentials, and used an unauthorized remote tool (join.zoho.com). No validation of mesh health or firmware. | Multiple L1 attempts (Mark, then another agent) failed to resolve or even correctly diagnose. L1 ultimately ended the call with vague promises. | L2 performed a full mesh rebuild: factory reset each node, verified LED states, re-paired nodes using the Pair button, and updated firmware to the latest stable release. L2 also corrected the login process (use ‘root’ not ‘admin’) and provided the correct web UI URL. | Resolved – nodes now show solid blue LEDs, internet connectivity restored, and customer can log into the app. | 1. Always verify the correct web UI URL and default credentials for the specific model before giving instructions. 2. For mesh issues, start with a full mesh rebuild (reset → Pair → LED check → firmware update). 3. Never use unauthorized remote-access tools; use only Linksys-approved methods. |
#TE00130759 — Pending with Level 2
| What L1 saw | Why it escalated | Related call chain | What L2 did | Current state | L1 learning points |
|---|---|---|---|---|---|
| Customer reported very low Wi‑Fi speeds (~210 Mbps) and high latency on a new MX2000 mesh system. | L1 incorrectly claimed that Intelligent Mesh, Cognitive Mesh, MX5300, and MX8500 are discontinued, misrepresenting product support status. L1 also failed to collect model/serial numbers or perform basic speed diagnostics (wired test, channel check). | L1 (Mark) misdiagnosed; later a supervisor (Kirby) scheduled a callback for L2. | L2 scheduled a callback, reviewed the case, and prepared to perform a full speed diagnostic: wired speed test, Wi‑Fi channel scan, RSSI check, and firmware verification. L2 also planned to verify warranty status using the serial number (once collected). | Callback pending – L2 will call the customer to run diagnostics and determine if a hardware defect exists. | 1. Never state that a product line is discontinued unless you have confirmed KB documentation. 2. Collect model and serial number at the start of every call. 3. For speed issues, always start with a wired speed test to isolate ISP/modem vs. Wi‑Fi problems. |
#TE00130994 — Resolved by Level 2
| What L1 saw | Why it escalated | Related call chain | What L2 did | Current state | L1 learning points |
|---|---|---|---|---|---|
| Customer couldn’t log into the MX6200’s web UI, receiving error 212. | L1 gave vague “factory reset” advice without confirming prior attempts, access to the correct URL, or providing step-by-step guidance. | L1 (Mark) failed to resolve; customer tried reset without success. | L2 guided the customer through a proper factory reset (hold reset button 20 seconds, confirm LED change to blue), then reconfigured the node from scratch. L2 also verified that the customer was using the correct admin URL (myrouter.local or [REDACTED_PHONE]) and helped set a new password. | Resolved – customer can now log into the web UI and manage the node. | 1. When guiding a factory reset, be specific: hold reset for 20 seconds, confirm LED behavior, and wait for reboot. 2. Always verify the customer can reach the correct admin URL before instructing password changes. 3. If the customer has already tried a reset, ask for confirmation of steps performed and LED states observed. |
#TE00092429 — Resolved by Level 2
| What L1 saw | Why it escalated | Related call chain | What L2 did | Current state | L1 learning points |
|---|---|---|---|---|---|
| Customer couldn’t verify his Linksys Smart Wi‑Fi account via email link; app showed “account not verified.” | L1 incorrectly stated that Linksys Smart Wi‑Fi cloud services are discontinued and advised logging in with the router password (which doesn’t work). L1 also failed to collect model/serial number. | L1 (Mark) misdiagnosed; customer was left without a clear path. | L2 explained that the cloud service is still active, guided the customer to use the correct verification email, and helped reset the recovery key if needed. L2 also checked the MR9600’s warranty status (expired) and offered next steps. | Resolved – customer successfully verified his account and regained app access. | 1. Confirm the current status of Linksys Smart Wi‑Fi cloud services before telling a customer they are discontinued. 2. Use the correct verification flow: email link → app login with email/password, not router password. 3. Collect model and serial number early to check warranty and guide appropriate support. |
#TE00127812 — Resolved by Level 2
| What L1 saw | Why it escalated | Related call chain | What L2 did | Current state | L1 learning points |
|---|---|---|---|---|---|
| One MX6200 child node showed a solid red LED despite being moved close to the parent node. | L1 performed a factory reset (which turned the node blue) but didn’t guide the customer through re-adding the node or checking for switch interference. | L1 (Dorothy) reset the node; it turned blue but the customer couldn’t re-add it. | L2 diagnosed a possible switch interference issue, guided the customer to move the node away from the switch, re-added the node using the Pair button, and confirmed solid blue LED and internet connectivity. | Resolved – node re-added successfully, solid blue LED, internet working. | 1. After a factory reset, always guide the customer through re-adding the node using the Pair button and LED validation. 2. Check for potential sources of interference (e.g., switches, powerline adapters) that can prevent a node from joining the mesh. 3. Confirm internet connectivity after re-adding the node before closing the case. |
Coach Appendix
Weekly trend: All 10 calls remained unresolved, with a heavy focus on connectivity issues across MX and MBE models. Key technical gaps include incorrect product lifecycle information, failure to collect model/serial numbers, and misuse of unauthorized remote tools. Protocol violations (no model/serial capture) and accuracy failures (wrong URLs, discontinued product claims) were the most frequent coaching signals. The agent showed initiative in log collection and escalation but needs stricter adherence to structured troubleshooting flows and accurate product knowledge before providing guidance.