# joziel.licmoan@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 | |---|---|---|---|---|---| | 39 | 14m 53s | MX6200 | CONNECTIVITY | 32 | 3 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.20 | 39 | | Protocol | 1.70 | 39 | | Communication | 2.20 | 39 | | Overall | 2.40 | 39 | *Scores reflect a week with 39 calls reviewed. Overall scores ranged from 1.3 to 3.5.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX6200 | 8 | 2.3 | | WHW03 | 6 | 2.4 | | RE6350 | 3 | 2.0 | | EA6350 | 2 | 3.0 | | EA7450 | 2 | 1.5 | **Key pattern:** Lower scores on EA7450 calls suggest familiarity gaps with this older, out-of-support model. Focus on reinforcing self-help paths and clear escalation criteria for legacy devices. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 18 | 2.2 | | | SETUP | 15 | 2.3 | | | ACCESS | 3 | 2.6 | | | HARDWARE | 1 | 1.4 | ✓ | **CONNECTIVITY & SETUP** remain the dominant categories, with room for improvement in technical accuracy and protocol adherence. The single **HARDWARE** case performed weakest—prioritize verification of warranty status and clear next steps for hardware-related issues. --- ## What Went Well ### Accurate Model Identification > “The model number is the E-A 6-5-0-0-2-2.” > [#LTS00130751](https://linksys.happyfox.com/staff/ticket/130751/) *Identified EA6500 correctly early in the call, enabling appropriate self-help guidance despite the model being out-of-support.* ### Effective Use of App-Based Troubleshooting > “I’m on the app…” > [#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/) *Used the Linksys app to verify node status and confirm successful re-pairing after a reset, ensuring a functional outcome despite protocol challenges.* ### Clear Self-Help Path for Out-of-Support Devices > “I think I have, um, I’m able to pull up a record based on the phone number.” > [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) *Provided accurate reset/reconfiguration guidance and discussed upgrade options for a WHW03 system, maintaining professionalism and setting realistic expectations.* --- ## Growth Opportunities ### Correct Reset Procedures and LED Interpretation > “The parent node is still blinking white.” > [#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/) **What to improve:** - **Reset duration:** MX6200 requires ~15 seconds, not 30 seconds. - **LED meaning:** Solid purple = ready for setup; blinking white indicates pairing activity. - **Verification:** Confirm ISP/WAN connectivity before initiating full resets. **Next step:** Practice the exact reset steps for MX series and review LED reference tables before the next call. ### Protocol Adherence — Warranty Verification & Case Documentation > “Can I have an email?” > [#LTS00130751](https://linksys.happyfox.com/staff/ticket/130751/) **What to improve:** - **Collect serial numbers** for all hardware troubleshooting calls. - **Verify warranty status** before offering paid support or self-help. - **Create or reference a HappyFox case** for every call requiring documentation. **Next step:** Add serial number capture and warranty check to your opening script for hardware-related issues. --- ## Next Week's Focus 1. **Master Reset Steps by Model** - Review and memorize reset durations and LED behaviors for MX, WHW, EA, and RE series. - Practice the 5-press pairing method only where documented (LN1100, MX6200, MBE7000). 2. **Standardize Opening Protocol for Hardware Calls** - Capture serial number, model, ISP, and purchase date within the first 2 minutes. - Run warranty lookup before offering paid support or self-help. 3. **Improve Call Control in Complex Cases** - Limit off-topic conversation. Use concise, step-by-step guidance. - Confirm each action before moving to the next (e.g., “After the reset, does the LED show solid white?”). 4. **Reinforce Self-Help Paths for Out-of-Support Models** - For EA/RE series, emphasize factory reset + reconfiguration via email. - Offer upgrade recommendations with clear pricing and benefits. --- ## Technical Accuracy ### **Improvement** > *No transcript quote provided* **Note:** Incorrect reset duration provided for MX6200, risking hardware instability. [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) ### **Improvement** > *No transcript quote provided* **Note:** Incorrect LED interpretation led to failed pairing attempts. [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) ### **Improvement** > *No transcript quote provided* **Note:** Incorrect setup SSID guidance caused confusion and setup failure. [#LTS00130964](https://linksys.happyfox.com/staff/ticket/130964/) ### **Improvement** > *No transcript quote provided* **Note:** Factually inaccurate support lifecycle information misled customer. [#LTS00130946](https://linksys.happyfox.com/staff/ticket/130946/) ### **Strength** > *No transcript quote provided* **Note:** Effective use of correct pairing method restored mesh functionality. [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) --- ## Coaching Moments ### **Improvement** > “The model number is the E-A 6-5-0-0-2-2.” **Note:** Serial number was not collected, and no warranty verification was performed despite troubleshooting a hardware issue. [#LTS00130751](https://linksys.happyfox.com/staff/ticket/130751/) ### **Improvement** > “Okay It’s good That’s good Okay So Okay I was able to pull up a record that that is associated with your phone number.” **Note:** Misidentified model as MFC6200; failed to correct or confirm the actual MX6200 model. [#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/) ### **Improvement** > “Okay, so for that one, there must be always one that is active online, always connected to the main source, and the rest can be extended wirelessly.” **Note:** Misapplied 5-press pairing method to MX6200, which does not support this method. [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) --- ## Escalation Lessons: What L2 Did ### [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | Intermittent internet loss, red LED on MX6200, Wi‑Fi dropping throughout the day. | | **Why it escalated** | Persistent connectivity issues after multiple resets and re-pairing attempts. | | **Related call chain** | Multiple L1 attempts (c87810c2-4428-11f1-8379-42010a62006f, 3eb5c2d2-5925-11f1-810c-42010a623f91, a65212ea-5931-11f1-98c7-42010a623f91) showed declining scores and unresolved status. | | **What L2 did** | Verified WAN connectivity, performed advanced troubleshooting (DNS change, firmware checks), and confirmed mesh stability after 24‑48 hour monitoring. | | **Current state** | Resolved after monitoring and DNS adjustment. | | **L1 learning points** | 1. Verify ISP/WAN status before resetting mesh nodes.
2. Use 5‑press reset **only** on supported models (MX6200 uses app/WPS).
3. Monitor for 24‑48 hours after fixes to confirm stability before closing. | ### [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | No internet on EA7450 when connected directly; only works via TP‑Link extender. | | **Why it escalated** | L1 failed to perform basic troubleshooting (WAN check, LED verification) and provided no resolution path. | | **Related call chain** | Single L1 call (b3a5bb86-5abc-11f1-8d83-42010a62006f) scored 1.5 with abandoned status. | | **What L2 did** | Confirmed WAN connectivity, guided through DNS settings, and verified router UI access. | | **Current state** | Resolved after DNS configuration. | | **L1 learning points** | 1. Always check WAN/LED status before concluding router failure.
2. For EA series, use http://[REDACTED_PHONE] for admin UI.
3. Provide clear next steps (e.g., monitor for 24 hours) before closing. | ### [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | RE6350 extender shows “no internet” after reset; cannot connect to main Wi‑Fi. | | **Why it escalated** | L1 gave incorrect reset/LED guidance and failed to verify connectivity. | | **Related call chain** | Multiple L1 attempts (d4208b40-5b73-11f1-9454-42010a62006f, 30b9d180-5b7a-11f1-8c25-42010a660053, 6cde4952-5b7f-11f1-82b4-42010a660053) showed declining scores and unresolved status. | | **What L2 did** | Performed correct reset (10 s), guided through extender.linksys.com setup, and verified connectivity on multiple devices. | | **Current state** | Resolved after correct setup. | | **L1 learning points** | 1. Use 10‑second reset for RE series, not 30 seconds.
2. Guide customers to extender.linksys.com for setup.
3. Verify connectivity on at least two devices after setup. | --- ## Coach Appendix **Weekly Trend:** Accuracy and protocol scores are below target, driven primarily by inconsistent reset procedures and incomplete warranty/serial number capture on hardware calls. Focus for next week: standardize model-specific reset steps and reinforce serial/warranty collection in the opening script. Prioritize self-help paths for out-of-support models to reduce escalations. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130751](https://linksys.happyfox.com/staff/ticket/130751/) | 2026-05-25 16:47:48+00:00 | 3.0 | INBOUND | EA6500 | CONNECTIVITY | ✓ Resolved | | [#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/) | 2026-05-25 17:38:03+00:00 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) | 2026-05-25 18:40:10+00:00 | 1.3 | INBOUND | MX6200 | SETUP | ⚠ Closed incorrectly | | [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) | 2026-05-25 18:50:38+00:00 | 1.5 | INBOUND | MX6200 | SETUP | ⚠ Closed incorrectly | | [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) | 2026-05-25 19:05:14+00:00 | 3.0 | OUTBOUND | MX6200 | SETUP | ✓ Likely resolved | | [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) | 2026-05-25 22:35:13+00:00 | 3.2 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00130884](https://linksys.happyfox.com/staff/ticket/130884/) | 2026-05-26 15:19:04+00:00 | 3.0 | INBOUND | MR5500 | SETUP | ✓ Resolved | | [#LTS00130892](https://linksys.happyfox.com/staff/ticket/130892/) | 2026-05-26 15:48:22+00:00 | 3.0 | INBOUND | EA6350 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130902](https://linksys.happyfox.com/staff/ticket/130902/) | 2026-05-26 16:42:13+00:00 | 1.8 | INBOUND | WRT110 | CONNECTIVITY | ⚠ Closed incorrectly | | [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) | 2026-05-26 17:06:32+00:00 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved | | [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) | 2026-05-26 18:35:20+00:00 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00130946](https://linksys.happyfox.com/staff/ticket/130946/) | 2026-05-26 19:48:26+00:00 | 3.0 | INBOUND | E2500 | SETUP | ✓ Likely resolved | | [#LTS00130946](https://linksys.happyfox.com/staff/ticket/130946/) | 2026-05-26 20:02:20+00:00 | 1.7 | INBOUND | E2500 | SETUP | ⚠ Closed incorrectly | | [#LTS00130955](https://linksys.happyfox.com/staff/ticket/130955/) | 2026-05-26 20:23:59+00:00 | 3.0 | INBOUND | EA6350 | CONNECTIVITY | ✓ Resolved | | [#LTS00130964](https://linksys.happyfox.com/staff/ticket/130964/) | 2026-05-26 21:22:08+00:00 | 1.4 | INBOUND | WHW03 | SETUP | ✓ Likely resolved | | [#LTS00130978](https://linksys.happyfox.com/staff/ticket/130978/) | 2026-05-26 22:35:56+00:00 | 3.0 | INBOUND | MX4200 | SETUP | ✓ Resolved | | [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) | 2026-05-27 15:44:34+00:00 | 3.0 | INBOUND | MR7500 | SETUP | ✓ Likely resolved | | [#LTS00131054](https://linksys.happyfox.com/staff/ticket/131054/) | 2026-05-27 16:56:23+00:00 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00131065](https://linksys.happyfox.com/staff/ticket/131065/) | 2026-05-27 18:04:05+00:00 | 2.8 | INBOUND | EA9300 | SETUP | ⏳ Pending | | [#LTS00131070](https://linksys.happyfox.com/staff/ticket/131070/) | 2026-05-27 18:14:17+00:00 | 3.0 | INBOUND | MX6200 | SETUP | ✓ Likely resolved | | [#LTS00131098](https://linksys.happyfox.com/staff/ticket/131098/) | 2026-05-27 20:39:52+00:00 | 3.0 | INBOUND | WHW01 | SETUP | ✓ Likely resolved | | [#LTS00131103](https://linksys.happyfox.com/staff/ticket/131103/) | 2026-05-27 21:13:18+00:00 | 3.0 | INBOUND | MR20MS | SETUP | ✓ Resolved | | [#LTS00025493](https://linksys.happyfox.com/staff/ticket/25493/) | 2026-05-28 21:29:36+00:00 | 2.6 | INBOUND | MX2000 | ACCESS | ⏳ Pending | | [#LTS00131329](https://linksys.happyfox.com/staff/ticket/131329/) | 2026-05-28 21:31:25+00:00 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00131335](https://linksys.happyfox.com/staff/ticket/131335/) | 2026-05-28 22:13:52+00:00 | 1.7 | INBOUND | VLP01 | CONNECTIVITY | ⏳ Pending | | [#LTS00131340](https://linksys.happyfox.com/staff/ticket/131340/) | 2026-05-28 22:30:49+00:00 | 3.5 | INBOUND | MX2000 | ACCESS | ✓ Resolved | | [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) | 2026-05-29 15:34:06+00:00 | 1.7 | INBOUND | RE6350 | CONNECTIVITY | ⚠ Closed incorrectly | | [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) | 2026-05-29 16:19:39+00:00 | 3.0 | OUTBOUND | RE6350 | CONNECTIVITY | ✓ Likely resolved | | [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) | 2026-05-29 16:57:07+00:00 | 1.3 | OUTBOUND | RE6350 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00131456](https://linksys.happyfox.com/staff/ticket/131456/) | 2026-05-29 18:01:45+00:00 | 3.0 | INBOUND | WHW03 | SETUP | ✓ Likely resolved | | [#GI00131490](https://linksys.happyfox.com/staff/ticket/131490/) | 2026-05-29 20:35:59+00:00 | 1.4 | INBOUND | MBE7000 | HARDWARE | ⚠ Closed incorrectly | | [#LTS00131494](https://linksys.happyfox.com/staff/ticket/131494/) | 2026-05-29 21:11:26+00:00 | 3.5 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00131506](https://linksys.happyfox.com/staff/ticket/131506/) | 2026-05-29 22:25:00+00:00 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | ⏳ Pending | | [#LTS00131510](https://linksys.happyfox.com/staff/ticket/131510/) | 2026-05-29 23:09:30+00:00 | 1.8 | INBOUND | MR20MS | SETUP | ⏳ Pending |