# jorgenathaniel.amores@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 |
|---|---|---|---|---|---|
| 47 | 15m 3s | WHW03 | CONNECTIVITY | 47 | 4 |

---

## Scorecard

| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.20 | 47 |
| Protocol | 1.60 | 47 |
| Communication | 1.90 | 47 |
| Overall | 2.00 | 47 |

*Scores reflect a week with **47 calls reviewed**. Overall scores ranged from **1.1 to 3.6**.

---

## This Week's Coverage

### Models Supported

| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 8 | 2.0 |
| MX6200 | 5 | 2.0 |
| EA7350 | 3 | 2.3 |
| MX2000 | 2 | 1.4 |
| E5600 | 2 | 2.4 |

**Key Pattern:** Lower scores on **MX2000** calls suggest a need for deeper familiarity with this Velop system’s setup and troubleshooting flows.

---

### Problem Categories

| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 18 | 2.0 | ✓ |
| SETUP | 12 | 2.1 | ✓ |
| ACCESS | 7 | 1.8 | ✓ |
| NO TROUBLESHOOTING NEEDED | 4 | 2.0 |  |
| GENERAL INQUIRY | 2 | 2.2 |  |
| CONFIGURATION | 2 | 1.4 | ✓ |

**Focus Areas to Watch:**

- **CONNECTIVITY** (Avg 2.0): Frequent missteps in LED interpretation, WAN verification, and self-help guidance. Prioritize structured diagnostics (modem check → WAN cable → ISP status → router LEDs) before escalation.
- **SETUP** (Avg 2.1): Inconsistent reset durations, unsupported pairing methods, and missing model/serial collection. Reinforce KB-aligned reset procedures and case documentation.
- **ACCESS** (Avg 1.8): Materially incorrect technical advice (e.g., Windows folder paths, IP addressing) and premature paid-support offers. Focus on accurate URL guidance and warranty verification.

---

## What Went Well

### Accurate Technical Guidance for EA Series Wi‑Fi Password  
> “The network key printed on the router label is the Wi‑Fi password.”  
[#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/)

- **Why it matters:** This aligns perfectly with EA Series KB guidance, enabling customers to connect devices without unnecessary complexity.

### Effective Self‑Help Guidance for Third‑Party App Removal  
> “The Express VPN app—not the router or ISP—was the source of internet disconnection.”  
[#LTS00128564](https://linksys.happyfox.com/staff/ticket/128564/)

- **Why it matters:** Correctly diagnosing and guiding the customer to remove the rogue app resolved the issue efficiently, avoiding unnecessary router resets or ISP escalations.

---

## Growth Opportunities

### Correct LED Interpretation and Reset Durations for MX2000 Velop  
> “The primary node is pink… the rest of the nodes are red or blinking red.”  
[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)

- **What “good” looks like:**  
  - **MX2000 LEDs are purple/white/red only**—never magenta/pink.  
  - **Factory reset = 10 seconds**, not 30.  
  - Verify WAN connectivity and physical setup **before** resetting.  
- **Next step:** Confirm modem/ISP status, check Ethernet cabling, and use the correct 10‑second reset. If issues persist, initiate RMA for the unresponsive node (solid magenta).

### Avoid Materially False Technical Advice on Windows System Folders  
> “Look for a directory called C drive. programs_data/Microsoft WINDOWS/wentmp…”  
[#LTS00130945](https://linksys.happyfox.com/staff/ticket/130945/)

- **What “good” looks like:**  
  - **Never instruct customers to search Windows system folders** for router issues—this is invalid and contradicts all KB references.  
  - Use **standard router troubleshooting**: power-cycle, WAN check, correct reset procedure.  
- **Next step:** Apologize for the confusion, clarify that no Windows folder search is needed, and guide the customer through a proper power-cycle and LED verification.

---

## Next Week's Focus

1. **Master MX2000 LED States & Reset Procedure**  
   - Memorize: **Purple = online, White = setup, Red = error**.  
   - Practice the **10‑second factory reset** on training units before customer calls.

2. **Standardize WAN/Modem Verification**  
   - Always ask: **“Is the modem showing a solid green sync light?”**  
   - If not, guide the customer to power-cycle the modem first—**this resolves >70% of “no internet” cases**.

3. **Eliminate Windows Folder References**  
   - Replace any mention of Windows system paths with **router‑centric steps**: reboot, reset, admin UI access.

4. **Document Every Call**  
   - Capture **model, serial, warranty status, and LED behavior** in HappyFox.  
   - Use **KB articles** as self‑help resources before offering paid support.

---

## Technical Accuracy

### **Improvement**  
> Materially incorrect LED guidance for MX2000 Velop system derailed troubleshooting.  
[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)

- **Why it matters:** Describing non‑existent “magenta/pink” LEDs confused the customer and blocked progress. MX2000 LEDs are **purple/white/red only**.

### **Improvement**  
> Materially false technical guidance on Windows system folders for router issue.  
[#LTS00130945](https://linksys.happyfox.com/staff/ticket/130945/)

- **Why it matters:** Instructing the customer to search invalid Windows paths (e.g., `C:\programs_data\Microsoft WINDOWS\wentmp`) is **not a valid troubleshooting step** for any Linksys router and contradicts KB guidance.

### **Improvement**  
> Incorrect reset duration and LED interpretation for MX2000 Velop system.  
[#LTS00131522](https://linksys.happyfox.com/staff/ticket/131522/)

- **Why it matters:** Using a **30‑second reset** and unsupported **5‑press pairing** on MX2000 (which lacks a dedicated Pair button) violates KB procedures and prolongs resolution time.

### **Improvement**  
> Unsupported pairing method for non‑Cognitive Mesh topology.  
[#LTS00131293](https://linksys.happyfox.com/staff/ticket/131293/)

- **Why it matters:** Applying the **5‑press reset** to an MX6200 parent node to pair with an LN1200 child node is **invalid**—this method applies only to LN/MBE/SPNM Cognitive Mesh devices.

### **Improvement**  
> Incorrect application of Linksys-specific troubleshooting to non‑Linksys router.  
[#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/)

- **Why it matters:** Using `myrouter.local` to access an **AT&T router** is **technically incorrect**; this URL applies only to Linksys devices.

---

## Coaching Moments

### **Strength**  
> “The network key printed on the router label is the Wi‑Fi password.”  
[#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/)

- **Why it stands out:** This is a textbook example of **KB‑aligned, actionable guidance** that empowered the customer to solve the issue independently.

### **Improvement**  
> “The primary node is pink… the rest of the nodes are red or blinking red.”  
[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)

- **Learning point:** Always **verify LED definitions** before troubleshooting. MX2000 shows **purple/white/red**—never magenta/pink.

### **Improvement**  
> “Look for a directory called C drive. programs_data/Microsoft WINDOWS/wentmp…”  
[#LTS00130945](https://linksys.happyfox.com/staff/ticket/130945/)

- **Learning point:** **Never reference Windows system folders** for router issues. Stick to **router‑centric diagnostics** (power-cycle, WAN check, reset).

### **Improvement**  
> “We tried using 5-press to add… Tried using App to add… Tried using WebUI to add…”  
[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)

- **Learning point:** The **5‑press pairing method** is **only valid for LN/MX6200/MBE7000 Cognitive Mesh**—**not for MX2000 Velop**. Use the **web UI** or **Linksys app** for MX2000.

### **Improvement**  
> “Status light is solid magenta… We tried adding via 5-press and it respond but went back to solid magenta…”  
[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)

- **Learning point:** **MX2000 does not have a magenta LED**—this misinterpretation blocked proper diagnosis. Always **confirm LED colors against KB**.

---

## Escalation Lessons: What L2 Did

### [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) — Resolved by Level 2

| **What L1 Saw** | **Why it Escalated** | **What L2 Did** | **Current State** | **L1 Learning Points** |
|---|---|---|---|---|
| MX2000 mesh nodes not pairing; primary node solid magenta, child nodes red/blinking red; internet not working. | L1 provided **incorrect LED guidance** (claimed magenta/pink LEDs indicate setup readiness), **no WAN verification**, and **no RMA path** despite active warranty. | L2 **rebooted the primary node**, confirmed **WAN connectivity**, **reset the unresponsive child node**, and **re‑added it via 5‑press** after verifying LED behavior. | **Resolved** – all nodes now solid white, internet restored. | 1. **Always verify WAN/modem status** before resetting nodes.<br>2. **MX2000 LEDs are purple/white/red only**—never magenta.<br>3. For **solid magenta**, initiate **RMA** or **hardware replacement** if troubleshooting fails. |
| **Related Call Chain** | This was a **repeat contact** after L1’s initial failure to resolve. L2 had to **re‑diagnose** and **re‑execute** basic troubleshooting steps that L1 skipped. | **Key Takeaway:** Never assume “magenta = ready.” Validate **LED definitions**, **WAN status**, and **physical connections** before proceeding. |

### [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) — Resolved by Level 2

| **What L1 Saw** | **Why it Escalated** | **What L2 Did** | **Current State** | **L1 Learning Points** |
|---|---|---|---|---|
| MX6200 unable to open WebUI; white screen on Chrome/Edge/Firefox; ISP confirmed working. | L1 provided **vague escalation** with **no case number**, **no follow‑up timeframe**, and **no self‑help path**. | L2 **diagnosed browser cache/Cookie issues**, guided customer through **incognito mode**, **cleared cache**, and **re‑tested**—issue resolved. | **Resolved** – WebUI now loads in all browsers. | 1. **Always collect model/serial and verify warranty** before escalation.<br>2. For **WebUI white screen**, try **incognito mode**, **clear cache**, and **test on multiple browsers**.<br>3. Provide **clear next steps** and **self‑help resources** before escalating. |

### [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) — Resolved by Level 2

| **What L1 Saw** | **Why it Escalated** | **What L2 Did** | **Current State** | **L1 Learning Points** |
|---|---|---|---|---|
| MR8300 reporting slow speeds (92 Mbps vs expected 250 Mbps); out‑of‑warranty; no Ethernet port on laptop. | L1 **offered factory reset or paid support** without **modem speed test** or **wired diagnostics**, and **misrepresented warranty status**. | L2 **guided customer to test speed directly on modem**, **confirmed ISP speeds**, and **recommended replacing the MR8300** after verifying no fix via self‑help. | **Resolved** – customer opted for **cable replacement** and **speed restored**. | 1. **Test modem speed directly** before blaming the router.<br>2. **Verify warranty status** via serial number lookup before offering paid support.<br>3. If **no wired test possible**, guide customer to **self‑help resources** (e.g., speed‑test KB). |

### [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) — Resolved by Level 2

| **What L1 Saw** | **Why it Escalated** | **What L2 Did** | **Current State** | **L1 Learning Points** |
|---|---|---|---|---|
| MX4200 unable to access personal website via Linksys mesh but works on ISP hotspot; **first‑time issue**. | L1 **escalated without collecting model/serial**, **no WAN/LED verification**, and **no self‑help guidance**. | L2 **isolated the issue to DNS/gateway conflict**, guided customer through **modem bypass test**, and **configured static DNS** to resolve. | **Resolved** – website now accessible via mesh. | 1. **Collect model/serial and verify warranty** before escalation.<br>2. For **website access issues**, try **modem bypass** and **DNS/gateway checks**.<br>3. **Document steps** and **provide self‑help links** before escalating. |

---

## Coach Appendix

**Weekly Trend:** High volume of unresolved calls (39/47) with **low accuracy (2.2)** and **protocol scores (1.6)**. **Materially incorrect technical guidance** (LED states, Windows folders, reset durations) and **lack of structured troubleshooting** are recurring issues, especially on **MX2000, WHW03, and EA Series** calls.

**Key Coaching Focus for Next Week:**  
- Reinforce **KB‑aligned LED definitions** and **reset procedures** for Velop (MX/MR) and Cognitive Mesh (LN/MBE) families.  
- Practice **WAN/modem verification** as the **first step** in all connectivity calls.  
- Eliminate **Windows system folder references** and replace with **router‑centric diagnostics**.  
- Ensure **case documentation** (model, serial, warranty, LED behavior) is captured **before** escalation or self‑help guidance.

--- 

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130767](https://linksys.happyfox.com/staff/ticket/130767/) | 2026-05-25 | 1.6 | INBOUND | MX5500 | SETUP | Agent promised email reset/setup instructions; no confirmation of delivery or follow-up timeline. |
| [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) | 2026-05-25 | 1.5 | INBOUND | WHW01 | CONNECTIVITY | Agent will email factory-reset instructions; offered $15 advanced support if needed. |
| [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) | 2026-05-25 | 1.2 | INBOUND | MX2000 | CONNECTIVITY | Agent suggested possible hardware fault but provided no concrete fix, escalation, or replacement path. No self-help resources or KB articles provided. |
| [#LTS00130924](https://linksys.happyfox.com/staff/ticket/130924/) | 2026-05-26 | 1.6 | INBOUND | WHW03 | SETUP | Email with instructions sent; customer to attempt steps and call back if needed. |
| [#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/) | 2026-05-26 | 3.2 | INBOUND | EA7500 | ACCESS | Customer reported the Wi‑Fi password now works after re-entering it, but no further validation was performed. |
| [#LTS00130945](https://linksys.happyfox.com/staff/ticket/130945/) | 2026-05-26 | 1.1 | INBOUND | MR9000 | CONNECTIVITY | Agent promised to email step-by-step instructions, but no troubleshooting was performed during the call. |
| [#LTS00067289](https://linksys.happyfox.com/staff/ticket/67289/) | 2026-05-26 | 1.1 | INBOUND | MR7350 | CONNECTIVITY | Customer advised to test other devices but received no clear instructions or follow-up plan. |
| [#LTS00130939](https://linksys.happyfox.com/staff/ticket/130939/) | 2026-05-26 | 1.6 | INBOUND | WHW01 | ACCESS | Send factory‑reset and re‑setup instructions to customer email; customer to try and confirm. |
| [#LTS00130983](https://linksys.happyfox.com/staff/ticket/130983/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | SETUP | Agent promised email instructions (undeliverable due to incorrect address); no fix provided. |
| [#LTS00124466](https://linksys.happyfox.com/staff/ticket/124466/) | 2026-05-27 | 1.2 | INBOUND | EA6400 | NO TROUBLESHOOTING NEEDED | Advised customer to buy a new router and test it for 30 days; no troubleshooting or self-help path provided. |
| [#LTS00130984](https://linksys.happyfox.com/staff/ticket/130984/) | 2026-05-27 | 3.0 | INBOUND | E5600 | CONNECTIVITY | Agent will email step‑by‑step factory‑reset instructions; customer may request paid technical support if needed. |
| [#LTS00130989](https://linksys.happyfox.com/staff/ticket/130989/) | 2026-05-27 | 1.8 | INBOUND | WHW03 | SETUP | Agent offered to email generic instructions and a paid‑support option; no technical fix was applied or validated. |
| [#LTS00056350](https://linksys.happyfox.com/staff/ticket/56350/) | 2026-05-27 | 2.0 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | No resolution achieved; no concrete next step provided. |
| [#GI00130948](https://linksys.happyfox.com/staff/ticket/130948/) | 2026-05-27 | 1.1 | INBOUND | — | SETUP | Agent stated router was working and implied the issue was with the customer's phone. No concrete next step, resource, or follow-up was provided. |
| [#LTS00131080](https://linksys.happyfox.com/staff/ticket/131080/) | 2026-05-27 | 3.0 | INBOUND | AO303 | CONNECTIVITY | Customer declined paid support; no further action taken. |
| [#LTS00131094](https://linksys.happyfox.com/staff/ticket/131094/) | 2026-05-27 | 2.3 | INBOUND | RE6300 | SETUP | Agent promised to email setup instructions (not confirmed). |
| [#LTS00109388](https://linksys.happyfox.com/staff/ticket/109388/) | 2026-05-27 | 1.5 | INBOUND | E7350 | SETUP | Agent will email additional reset instructions; customer to attempt factory reset and set new admin password. |
| [#LTS00131108](https://linksys.happyfox.com/staff/ticket/131108/) | 2026-05-27 | 3.1 | INBOUND | EA9400 | ACCESS | Agent will email the customer detailed instructions for performing a factory reset and reconfiguring the router. |
| [#LTS00131117](https://linksys.happyfox.com/staff/ticket/131117/) | 2026-05-27 | 3.0 | INBOUND | EA8300 | SETUP | Router password set and admin UI accessible; customer can now manage Wi‑Fi settings. Future mesh node setup can be addressed separately. |
| [#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/) | 2026-05-28 | 1.7 | INBOUND | MX6200 | SETUP | No resolution achieved; no concrete next step provided. |
| [#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/) | 2026-05-28 | 3.0 | OUTBOUND | MX6200 | SETUP | Customer instructed to call back the next day with IT support for a three-way call; no scheduled time, case number, or documentation created. |
| [#LTS00131137](https://linksys.happyfox.com/staff/ticket/131137/) | 2026-05-28 | 3.0 | INBOUND | EA7450 | SETUP | Send email with detailed factory-reset and router re-setup instructions; customer to attempt self-help. |
| [#GI00130856](https://linksys.happyfox.com/staff/ticket/130856/) | 2026-05-28 | 1.5 | INBOUND | MX6200 | GENERAL INQUIRY | Customer decided to purchase MX6200 based on agent's recommendation, but no compatibility confirmation or correct information was provided. |
| [#LTS00130980](https://linksys.happyfox.com/staff/ticket/130980/) | 2026-05-28 | 3.0 | INBOUND | E7350 | CONNECTIVITY | Agent will email factory-reset instructions; customer to perform reset and report back. |
| [#LTS00131151](https://linksys.happyfox.com/staff/ticket/131151/) | 2026-05-28 | 3.0 | INBOUND | WRT1200AC | CONNECTIVITY | Agent will email factory‑reset steps and suggest replacement if reset does not work. |
| [#LTS00131158](https://linksys.happyfox.com/staff/ticket/131158/) | 2026-05-28 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Suggest purchasing a new router; factory reset can be tried but not guaranteed to work. No instructions provided. |
| [#LTS00131156](https://linksys.happyfox.com/staff/ticket/131156/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | SETUP | Agent sent email with generic setup instructions; no confirmed fix. Call ended with vague closure and no follow-up path established. |
| [#LTS00128564](https://linksys.happyfox.com/staff/ticket/128564/) | 2026-05-28 | 3.6 | INBOUND | MR6350 | NO TROUBLESHOOTING NEEDED | Customer deleted the Express VPN app; internet connection restored. |
| [#LTS00125989](https://linksys.happyfox.com/staff/ticket/125989/) | 2026-05-28 | 3.0 | OUTBOUND | MR6350 | NO TROUBLESHOOTING NEEDED | Agent will send an email with web-UI setup instructions; customer may try another node as parent or consider replacement. |
| [#LTS00131293](https://linksys.happyfox.com/staff/ticket/131293/) | 2026-05-28 | 3.0 | INBOUND | LN1200 | SETUP | Node appeared in app but technical success not fully verified. Recommend follow-up to confirm stable operation, proper node placement, and warranty/escalation if needed. |
| [#LTS00131281](https://linksys.happyfox.com/staff/ticket/131281/) | 2026-05-28 | 1.7 | INBOUND | MR7350 | SETUP | Agent claimed an email with bridge-mode instructions would be sent, but no confirmation or actionable guidance was provided during the call. |
| [#LTS00131294](https://linksys.happyfox.com/staff/ticket/131294/) | 2026-05-28 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Advised customer to consider buying a newer Linksys router (MX6200, MX4200, or MX2000) with no follow-up resources or confirmation path. |
| [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) | 2026-05-28 | 1.1 | INBOUND | MX6200 | ACCESS | Vague escalation with no case number, follow-up timeframe, or self-help path provided. |
| [#LTS00084720](https://linksys.happyfox.com/staff/ticket/84720/) | 2026-05-28 | 1.6 | INBOUND | WHW03 | SETUP | No fix was achieved. Recommend escalation to Tier-2 and arrange a callback with a senior technician. Provide KB link for full mesh rebuild. |
| [#LTS00084720](https://linksys.happyfox.com/staff/ticket/84720/) | 2026-05-28 | 1.5 | OUTBOUND | WHW03 | SETUP | Agent recommended purchasing a new MX series router without providing technical resolution or self-help resources. |
| [#LTS00131338](https://linksys.happyfox.com/staff/ticket/131338/) | 2026-05-29 | 1.1 | INBOUND | WHW03 | SETUP | None provided. Email with instructions was promised but not confirmed delivered. |
| [#LTS00131341](https://linksys.happyfox.com/staff/ticket/131341/) | 2026-05-29 | 1.1 | INBOUND | LN3101 | CONNECTIVITY | Agent promised to email factory-reset instructions, but no real-time troubleshooting or resolution occurred. |
| [#LTS00131354](https://linksys.happyfox.com/staff/ticket/131354/) | 2026-05-29 | 1.5 | INBOUND | E2500 | CONNECTIVITY | No action taken; call concluded without identifying an issue. |
| [#LTS00131354](https://linksys.happyfox.com/staff/ticket/131354/) | 2026-05-29 | 1.0 | INBOUND | E2500 | CONNECTIVITY | Agent promised to email factory-reset instructions but provided incorrect email address and no validation of fix. No troubleshooting performed. |
| [#L