eric.marbella@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect the range from lowest (1.1) to highest (3.0) across 5 calls reviewed.

This Week's Coverage

Models Supported

Lower scores on MX6200 and MX2000 calls suggest a need to reinforce model-specific troubleshooting confidence and accuracy.

Problem Categories

HARDWARE and CONNECTIVITY categories are flagged for deeper focus due to consistently lower scores. These patterns suggest opportunities to strengthen diagnostic questioning, LED interpretation, and escalation decision-making for these common issue types.

What Went Well

Technical Knowledge — LED Interpretation

Agent correctly interpreted LED states per KB: flashing blue = reboot loop, solid red = no internet (KB: velop_wifi_connectivity.md).

This demonstrates solid foundational knowledge of device indicators, enabling accurate issue identification and alignment with documented troubleshooting pathways. #PR00005769

Customer Communication — Empathy

Agent acknowledged customer frustration and expressed empathy for the time spent troubleshooting.

Showing empathy helps de-escalate tension and builds trust, which is essential when customers have invested significant time and effort in resolving issues. #TE00131111

Growth Opportunities

Technical Accuracy — Correct Support URLs

Several calls included references to non-Linksys domains such as support.netapps.com, join.zoho.com, and support.nxnlinks.com. These URLs are not official Linksys resources and can mislead customers or expose security risks.

What good looks like:

• Always provide only official Linksys support domains (e.g., support.linksys.com, www.myrouter.info for router UI access).
• Verify URLs against KB documentation before sharing them.
• When remote assistance is required, use only approved internal tools and never third-party services without explicit authorization.

Agent provided invalid support URL: directed customer to support.netapps.com instead of official Linksys domains ([66:00]).

#PR00005769

Technical Accuracy — Reset Procedures and Troubleshooting Execution

Instructions for hardware resets and recovery procedures were either incorrect (e.g., 20-second reset instead of 15 seconds for MX6200) or replaced with unverified, non-standard steps (e.g., a 5-step unplug/replug “role-play” sequence). Additionally, several calls ended without any concrete troubleshooting being performed, despite the agent possessing accurate technical knowledge.

What good looks like:

• Follow KB-documented reset durations precisely (e.g., 15 seconds for MX6200).
• Use only verified troubleshooting steps from official KB articles.
• Execute at least one concrete troubleshooting action before escalating or placing a customer on hold (e.g., power-cycle modem/router, verify WAN connectivity, attempt router UI access).
• Set clear expectations for callback times and interim steps when handing off or pausing support.

Agent instructed 20-second reset instead of 15 seconds per KB for MX6200 ([19:00–22:00]).

Agent used non-standard, unverified 5-step unplug/replug 'role-play' recovery procedure ([03:00–12:00]) not documented in any Linksys KB.

#PR00005769

Next Week's Focus

1. Verify and use only official URLs — Before sharing any web address, cross-check it against the current KB or internal resource list.
2. Execute at least one concrete troubleshooting step before escalating or placing a customer on hold, especially for hardware and connectivity issues.
3. Follow model-specific reset procedures exactly — Review KB articles for MX6200, EA9300, and MX2000 reset durations and steps before instructing customers.
4. Document and confirm next steps — When scheduling callbacks or follow-ups, always specify the exact time, method (phone, email, chat), and any self-help actions the customer should perform in the meantime.

Technical Accuracy

Improvement

Agent provided invalid support URL: directed customer to support.netapps.com instead of official Linksys domains ([66:00]).

Incorrect URLs can mislead customers, undermine trust, and potentially expose security risks. Always use only official Linksys domains.

Improvement

Agent used non-standard, unverified 5-step unplug/replug 'role-play' recovery procedure ([03:00–12:00]) not documented in any Linksys KB.

Unverified procedures waste time, confuse customers, and may prevent effective issue resolution. Use only KB-documented troubleshooting steps.

Improvement

Agent used unauthorized third-party remote-access software (Zoho) without security approval. Provided incorrect URL for remote access: join.zoho.com instead of approved internal tools.

Using unauthorized remote-access tools violates security policies and compliance requirements. Only approved internal tools may be used for remote assistance.

Improvement

Misinterpreted solid orange WAN LED as a cable problem [60:00], contrary to EA Series KB (LED Reference).

Misreading LED indicators leads to incorrect troubleshooting paths. The orange WAN LED on EA Series routers indicates no internet connectivity, not a cable issue.

Improvement

Agent provided materially incorrect and potentially unsafe support URL (support.nxnlinks.com), which is not a Linksys domain and contradicts KB guidance.

Sharing non-Linksys domains undermines credibility and can direct customers to insecure or irrelevant sites. Only official Linksys resources should be referenced.

Escalation Lessons: What L2 Did

#TE00131111 — Resolved by Level 2

• What L1 saw: Customer reported no internet on an EA9300 router (WAN port orange, direct modem-to-PC worked). L1 attempted remote access via an unauthorized tool, misinterpreted the orange WAN LED, and scheduled a callback for firmware reflash.
• Why it escalated: The case was escalated due to incorrect technical guidance (misinterpreted LED, unauthorized remote access) and lack of a clear troubleshooting path.
• What L2 did: L2 clarified the meaning of the orange WAN LED, advised against using unauthorized remote tools, and guided the customer through proper isolation steps (modem power cycle, direct WAN connection test, firmware verification). The customer later resolved the issue by replacing a faulty Ethernet cable after L2’s guidance.
• Current state: Resolved.
• L1 learning points:

1. Interpret LEDs correctly: Orange WAN = no internet, not a cable issue.

2. Use only approved remote-access methods — never third-party tools without authorization.

3. Perform basic isolation before escalation: Power-cycle modem, test direct WAN connection, and verify physical cabling.

#TE00131428 — Resolved by Level 2

• What L1 saw: Middle MX2000 node not connecting in a three-node mesh. L1 provided an invalid support URL, performed no troubleshooting, and ended the call with a vague callback promise.
• Why it escalated: Escalated due to lack of any troubleshooting effort and provision of a non-Linksys support URL.
• What L2 did: L2 reviewed mesh topology, instructed the customer on proper node reset and pairing procedures per KB (universal_mesh_full_rebuild.md), and provided a clear self-help guide. The customer successfully re-added the node after following L2’s steps.
• Current state: Resolved.
• L1 learning points:

1. Always attempt at least one concrete troubleshooting step (e.g., node reset, pairing via app or web UI) before escalating.

2. Only share official Linksys resources — never redirect to unknown or non-Linksys domains.

3. Document and confirm next steps clearly, including self-help options, before ending the call.

Coach Appendix

This section is for internal coaching context only.

• Highest-signal weekly trend: Consistent provision of incorrect or non-Linksys support URLs across multiple calls, combined with a lack of executed troubleshooting steps before escalation. This pattern indicates a need to reinforce URL verification protocols and the importance of performing at least one concrete diagnostic action during each call.
• Recurring technical pattern: Misinterpretation of device LEDs (e.g., orange WAN LED) and reliance on unverified recovery procedures (e.g., non-standard reset sequences) suggest gaps in model-specific KB familiarity and a tendency to default to non-standard guidance when uncertain. Focused review of LED reference material and model-specific troubleshooting KBs is recommended.
• Evidence summarized above: All quoted excerpts and observations derive strictly from provided transcript excerpts and coaching_moments_json sources, preserving PII redaction and verbatim content as governed.

This Week's Calls