# girlyjoy.pocot@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 | |---|---|---|---|---|---| | 25 | 14m 57s | WHW03 | CONNECTIVITY | 25 | 2 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.30 | 25 | | Protocol | 1.70 | 25 | | Communication | 2.40 | 25 | | Overall | 2.30 | 25 | *Scores reflect a sample of 25 calls reviewed this week.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | WHW03 | 7 | 2.30 | | MX6200 | 3 | 3.30 | | EA7430 | 2 | 1.60 | | EA8100 | 2 | 1.70 | **Key pattern:** Lower scores on EA7430 and EA8100 calls suggest a need for deeper familiarity with these models’ setup and troubleshooting flows. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 12 | 2.20 | ✓ | | SETUP | 9 | 2.50 | | | ACCESS | 3 | 2.50 | | | CONFIGURATION | 1 | 2.90 | | **Connectivity focus area:** The lower average score here indicates a need to strengthen diagnostic steps for internet/WAN issues, especially around modem checks, LED interpretation, and ISP coordination. --- ## What Went Well ### Accurate 5-press pairing guidance for MX6200 > **Correctly guided 5-press pairing method for MX6200 (KB-compliant).** > [#LTS00098076](https://linksys.happyfox.com/staff/ticket/98076/) This call demonstrates solid product knowledge and adherence to documented procedures for mesh node addition. ### Effective troubleshooting for missing 2.4 GHz network > **Successfully restored the missing 2.4 GHz Wi-Fi network after login and configuration.** > [#LTS00098076](https://linksys.happyfox.com/staff/ticket/98076/) The agent patiently walked the customer through router access, password reset, and SSID reconfiguration, resulting in a functional 2.4 GHz network for critical devices. --- ## Growth Opportunities ### Incorrect factory reset instructions > **Provided materially wrong factory reset instruction (30 seconds instead of 10–15 seconds) for AC7300 series, contradicting KB.** > [#LTS00130746](https://linksys.happyfox.com/staff/ticket/130746/) **Next step:** Always verify reset durations in the KB before instructing customers. For AC7300 series, the correct reset is a **10–15 second** hold on the reset pin. ### Failure to collect product model/serial number > **Failed to collect product model and serial number despite their critical relevance to warranty and support pathing.** > [#LTS00130714](https://linksys.happyfox.com/staff/ticket/130714/) **Next step:** Make model/serial collection a non-negotiable first step in every call. Use the IVR prompt as a reminder and document immediately in the case notes. --- ## Next Week's Focus 1. **Start every call with model/serial collection** – treat this as the foundation for accurate troubleshooting and warranty checks. 2. **Double-check reset durations** in the KB before instructing customers; memorize common durations (e.g., 10–15 seconds for most routers). 3. **Practice LED state interpretation** for each product family to avoid misdiagnosis (e.g., solid red = WAN issue on WHW03, not “ready”). 4. **Use the recovery key for password resets** instead of default “admin” guesses, and confirm success before closing the call. --- ## Technical Accuracy ### **Improvement** > Provided factually incorrect support-end date (August 9, 2025), materially misrepresenting Linksys policy. > [#LTS00130714](https://linksys.happyfox.com/staff/ticket/130714/) Always verify policy dates in the KB before communicating them to customers. ### **Improvement** > Provided materially wrong factory reset instruction (30 seconds instead of 10–15 seconds) for AC7300 series, contradicting KB. > [#LTS00130746](https://linksys.happyfox.com/staff/ticket/130746/) Refer to the KB for exact reset procedures; 30 seconds risks incomplete reset or hardware stress. ### **Improvement** > Provided factually incorrect 5-press pairing method for Velop system that uses app-based node addition. > [#TE00130787](https://linksys.happyfox.com/staff/ticket/130787/) The 5-press method applies only to LN/MX6200/MBE Cognitive Mesh; Velop requires app-based pairing. ### **Improvement** > Provided incorrect setup URL: 'linksynksmart.com' instead of 'myrouter.local', 'myrouter.info', or 'linksyssmartwifi.com'. > [#LTS00130862](https://linksys.happyfox.com/staff/ticket/130862/) Use only validated domains for setup instructions. ### **Improvement** > Incorrectly stated that VLP01 nodes are compatible with MX5500 system, despite known cross-generation incompatibility. > [#LTS00124287](https://linksys.happyfox.com/staff/ticket/124287/) VLP01 nodes cannot be added to MX5500 mesh; advise customers to use same-generation nodes. ### **Improvement** > Provided materially incorrect factory reset duration (30 seconds vs. KB 10–15 seconds). > [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) Always cross-reference KB for reset times. ### **Improvement** > Provided incorrect default login credentials (admin) instead of using the label password. > [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) The default password is the one printed on the router label, not “admin”. ### **Improvement** > Provided materially incorrect technical guidance: referenced a 'hot pink' LED state which does not exist in Linksys KB for WHW models. > [#LTS00131278](https://linksys.happyfox.com/staff/ticket/131278/) LED states are defined in the KB; “hot pink” is not a valid state for WHW devices. ### **Improvement** > Provided incorrect reset duration: first said 15 seconds, later corrected to 30 seconds, creating confusion. > [#LTS00131306](https://linksys.happyfox.com/staff/ticket/131306/) Be precise and consistent with reset instructions. ### **Improvement** > Provided non-existent URL 'support.lynxus.com' which does not resolve and is not a Linksys domain. > [#LTS00131420](https://linksys.happyfox.com/staff/ticket/131420/) Only use official Linksys support domains. --- ## Escalation Lessons: What L2 Did ### [#TE00130787](https://linksys.happyfox.com/staff/ticket/130787/) — Resolved by Level 2 **What L1 saw:** Customer wanted to add a new Velop node; app login issues; node lights not progressing; main router solid red (no internet). **Why it escalated:** L1 provided incorrect 5-press pairing instructions for a Velop system and focused on warranty verification before troubleshooting. **What L2 did:** Verified internet connectivity, performed a proper factory reset on the main router, guided the customer through app-based node addition, and confirmed successful pairing with solid green LEDs. **Current state:** Resolved. **L1 learning points:** 1. For Velop systems, use the Linksys app for node addition; do not use 5-press pairing. 2. Always check WAN/internet status (solid red LED = no internet) before attempting node pairing. 3. Collect model/serial early and verify warranty status in the system before requesting receipts. ### [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) — Resolved by Level 2 **What L1 saw:** No internet on Wi‑Fi devices after power outage; router LED solid white but no connectivity. **Why it escalated:** L1 gave a 30-second factory reset instruction (incorrect) and skipped basic WAN troubleshooting. **What L2 did:** Performed a correct 15-second factory reset, power-cycled the modem, verified WAN LED, and guided the customer through reconnecting devices. **Current state:** Resolved. **L1 learning points:** 1. For EA7430, the factory reset is a **15-second** hold on the reset pin. 2. Always power-cycle the modem before resetting the router. 3. Check the WAN LED after reset; solid green = internet restored. --- ## Coach Appendix **Weekly trend:** High frequency of incorrect technical instructions (reset durations, pairing methods, LED states) and repeated failure to collect product model/serial numbers. These gaps led to unresolved calls and premature closures. Focus next week on strict protocol adherence—model/serial collection first, KB-verified steps second—to improve accuracy and resolution rates. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130714](https://linksys.happyfox.com/staff/ticket/130714/) | 2026-05-25 13:32 | 1.7 | INBOUND | EA6350 | ACCESS | Customer to try uninstall/reinstall the app; no further action taken by agent. | | [#LTS00130746](https://linksys.happyfox.com/staff/ticket/130746/) | 2026-05-25 16:12 | 1.6 | INBOUND | EA7300 | CONNECTIVITY | Agent refused further support due to warranty status, offered to email setup instructions, and suggested paid support. No resolution achieved. | | [#LTS00098076](https://linksys.happyfox.com/staff/ticket/98076/) | 2026-05-25 20:53 | 3.4 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#TE00130787](https://linksys.happyfox.com/staff/ticket/130787/) | 2026-05-25 21:37 | 1.8 | INBOUND | WHW03 | SETUP | ↑ Escalated | | [#LTS00130862](https://linksys.happyfox.com/staff/ticket/130862/) | 2026-05-26 13:42 | 1.8 | INBOUND | EA8100 | CONNECTIVITY | Agent will email setup instructions; customer to perform another factory reset and reconfigure router. No confirmation of resolution or follow-up scheduled. | | [#LTS00130895](https://linksys.happyfox.com/staff/ticket/130895/) | 2026-05-26 16:04 | 3.5 | INBOUND | MX6200 | CONNECTIVITY | Node LED is solid white; advise to relocate to intended position and verify Wi-Fi connectivity. Recommend follow-up if issues persist. | | [#LTS00130895](https://linksys.happyfox.com/staff/ticket/130895/) | 2026-05-26 16:25 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | Agent falsely claimed prior agent resolved the issue; no resolution or next step provided. | | [#LTS00130911](https://linksys.happyfox.com/staff/ticket/130911/) | 2026-05-26 17:26 | 1.8 | INBOUND | WHW01 | SETUP | Agent offered to email generic setup instructions; no live verification of pairing or connectivity performed. Customer left to self-resolve. | | [#LTS00124287](https://linksys.happyfox.com/staff/ticket/124287/) | 2026-05-26 18:57 | 1.5 | INBOUND | MX5500 | CONNECTIVITY | Customer decided to order VLP01 nodes based on agent's incorrect advice. | | [#LTS00130895](https://linksys.happyfox.com/staff/ticket/130895/) | 2026-05-26 20:46 | 1.6 | INBOUND | EA7430 | CONNECTIVITY | Agent instructed customer to perform a factory reset (30-second press) and offered to send email instructions; no verification, no follow-up scheduled, no case created. | | [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) | 2026-05-26 21:44 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131211](https://linksys.happyfox.com/staff/ticket/131211/) | 2026-05-28 12:58 | 3.5 | INBOUND | WHW03 | ACCESS | Customer will reset the router using the recovery key and then log into the app with the newly created admin password. | | [#LTS00131215](https://linksys.happyfox.com/staff/ticket/131215/) | 2026-05-28 13:10 | 2.8 | INBOUND | EA8300 | SETUP | Use the local web interface at http://192.168.1.1 to finish router setup. No verification was performed. | | [#LTS00131217](https://linksys.happyfox.com/staff/ticket/131217/) | 2026-05-28 13:13 | 3.4 | INBOUND | MR7350 | SETUP | Customer will connect to the router’s default Wi-Fi network, access http://myrouter.local in a browser, and follow the on-screen setup wizard. Agent will email additional guidance. | | [#LTS00131238](https://linksys.happyfox.com/staff/ticket/131238/) | 2026-05-28 15:04 | 3.0 | INBOUND | E2500 | CONNECTIVITY | Agent claimed to send reset instructions via email to unconfirmed address; no verification of fix or next steps established. | | [#LTS00130463](https://linksys.happyfox.com/staff/ticket/130463/) | 2026-05-28 16:06 | 3.0 | INBOUND | SPNM60CF | SETUP | ✓ Resolved | | [#LTS00131278](https://linksys.happyfox.com/staff/ticket/131278/) | 2026-05-28 17:41 | 1.3 | INBOUND | WHW03 | SETUP | No resolution achieved. Call ended without clear next steps or follow-up plan. | | [#LTS00131278](https://linksys.happyfox.com/staff/ticket/131278/) | 2026-05-28 17:52 | 1.8 | INBOUND | WHW03 | SETUP | Customer advised to contact ISP (Ry Broadband) to have the new Linksys router registered on their network. | | [#LTS00131299](https://linksys.happyfox.com/staff/ticket/131299/) | 2026-05-28 19:39 | 2.9 | INBOUND | WHW03 | CONFIGURATION | Closed with self-help | | [#LTS00131306](https://linksys.happyfox.com/staff/ticket/131306/) | 2026-05-28 19:56 | 3.0 | INBOUND | EA7200 | ACCESS | Customer to perform the hard reset and follow the emailed instructions to set a new admin password. | | [#LTS00131324](https://linksys.happyfox.com/staff/ticket/131324/) | 2026-05-28 21:17 | 2.8 | INBOUND | LN11011202 | SETUP | ✓ Resolved | | [#LTS00069740](https://linksys.happyfox.com/staff/ticket/69740/) | 2026-05-29 12:40 | 1.3 | INBOUND | E1000 | SETUP | Advised customer to purchase a new MR5500 router; no further troubleshooting. | | [#LTS00131420](https://linksys.happyfox.com/staff/ticket/131420/) | 2026-05-29 15:46 | 1.5 | INBOUND | E8450 | SETUP | Customer advised to contact ISP for WAN provisioning; no technical fix confirmed. | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 16:28 | 3.0 | INBOUND | WHW03 | SETUP | Customer to perform factory reset of all nodes and re‑configure using default credentials; detailed email instructions to be sent. | | [#LTS00037460](https://linksys.happyfox.com/staff/ticket/37460/) | 2026-05-29 17:09 | 4.4 | INBOUND | MX2000 | SETUP | ✓ Resolved | | [#LTS00131452](https://linksys.happyfox.com/staff/ticket/131452/) | 2026-05-29 17:29 | 3.0 | INBOUND | MR9600 | CONNECTIVITY | Closed with self-help | | [#LTS00131472](https://linksys.happyfox.com/staff/ticket/131472/) | 2026-05-29 19:26 | 1.5 | INBOUND | EA8100 | CONNECTIVITY | Agent promised to send generic setup instructions via email and offered paid support ($15/hour). | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 19:56 | 1.8 | INBOUND | WHW03 | SETUP | No payment captured; customer advised to call back later. No clear next step or alternative provided. |