# regin.magnetico@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 | |---|---|---|---|---|---| | 44 | 14m 26s | WHW03 | CONNECTIVITY | 44 | 0 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.60 | 44 | | Protocol | 1.80 | 44 | | Communication | 2.20 | 44 | | Overall | 2.40 | 44 | *44 calls reviewed, score range: 1.10 – 3.90* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | WHW03 | 10 | 2.10 | | MX2000 | 6 | 2.30 | | E5400 | 2 | 2.50 | | MX6200 | 3 | 1.70 | | MR9600 | 2 | 2.40 | | RE6300 | 2 | 1.60 | **Lower scores on MX6200 and RE6300 calls suggest familiarity gaps with these devices’ setup flows.** ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 15 | 2.20 | ✓ | | SETUP | 12 | 2.10 | ✓ | | ACCESS | 7 | 2.60 | | | NO TROUBLESHOOTING NEEDED | 3 | 2.40 | | | HARDWARE | 1 | 3.90 | | | CONFIGURATION | 1 | 1.50 | ✓ | **Connectivity and Setup categories show lower scores, indicating a need for deeper troubleshooting and clearer guidance in these areas.** - **Connectivity:** Lower scores suggest challenges in diagnosing and resolving mesh node pairing and internet connectivity issues. - **Setup:** Lower scores indicate a need for improved guidance on initial router configuration and mesh network setup. --- ## What Went Well ### Accurate Model Identification > **Correctly identified product model (WHW01P, MR9600, MX5500, etc.) from customer description or serial number.** > > [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) ### Professional Communication > **Maintained polite and patient tone throughout calls, even with frustrated customers.** > > [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) --- ## Growth Opportunities ### Technical Accuracy > **Incorrectly stated that solid red LED on WHW03 indicates ready for setup; correct state is solid purple per KB.** > > [#LTS00131389](https://linksys.happyfox.com/staff/ticket/131389/) **What “good” looks like:** - **Accurate LED Interpretation:** Always verify LED states against the latest KB articles. For WHW03, solid purple means “ready for setup,” not solid red. - **Correct Reset Procedures:** Use the 10-second reset for WHW03 instead of 20-30 seconds. Ensure you’re following the exact steps outlined in the KB. ### Protocol Adherence > **Failed to collect serial numbers, verify warranty status, or create HappyFox cases in multiple calls.** > > [#LTS00130728](https://linksys.happyfox.com/staff/ticket/130728/) **What “good” looks like:** - **Collect Essential Information:** Always gather the product model, serial number, and warranty status at the start of the call. This helps in accurate troubleshooting and case documentation. - **Create HappyFox Cases:** Ensure every call results in a documented case in HappyFox, even if the issue is resolved during the call. This maintains a clear record for future reference and escalation if needed. --- ## Next Week's Focus 1. **Verify LED States:** Before proceeding with any troubleshooting, confirm the current LED state of the device and cross-reference it with the latest KB articles. 2. **Standardize Reset Procedures:** Use the correct reset durations for each model (e.g., 10 seconds for WHW03) and ensure you’re following the exact steps outlined in the KB. 3. **Collect Essential Information:** At the start of every call, gather the product model, serial number, and warranty status. Document this information in HappyFox. 4. **Document Every Call:** Ensure every call, resolved or not, results in a documented case in HappyFox. This maintains a clear record for future reference and escalation. --- ## Technical Accuracy ### **Improvement** > **Incorrectly stated that solid red LED on WHW03 indicates ready for setup; correct state is solid purple per KB.** > > [#LTS00131389](https://linksys.happyfox.com/staff/ticket/131389/) ### **Improvement** > **Used invalid 5-press reset method for MR9000 Velop; correct procedure is 10-second reset per KB.** > > [#LTS00131393](https://linksys.happyfox.com/staff/ticket/131393/) ### **Improvement** > **Provided incorrect admin URL (myrouter.info) for Velop system; correct URLs are http://[REDACTED_PHONE] or http://myrouter.local per KB.** > > [#LTS00131413](https://linksys.happyfox.com/staff/ticket/131413/) ### **Improvement** > **Claimed solid green LED indicates online state for MX2000; correct state is solid white per KB.** > > [#LTS00131447](https://linksys.happyfox.com/staff/ticket/131447/) ### **Improvement** > **Incorrectly stated that WHW03 V2 is obsolete and expected to show offline after firmware updates; KB supports mixed mesh setups.** > > [#LTS00131447](https://linksys.happyfox.com/staff/ticket/131447/) --- ## Coaching Moments ### **Strength** > **Collected customer name (Munar San) and email accurately via phonetic spelling [01:00–02:00].** > > [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) ### **Strength** > **Set expectations about warranty and support options early in the call [03:00].** > > [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) ### **Strength** > **Provided a concrete next step by promising to email a Wi-Fi fix guide.** > > [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) ### **Strength** > **Gave actionable advice (power cycle and reset child nodes) even if based on incorrect premise.** > > [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) --- ## Escalation Lessons: What L2 Did ### [#LTS00130851](https://linksys.happyfox.com/staff/ticket/130851/) — Pending with Level 2 | **What L1 saw:** | Customer cannot log into Linksys cloud; account appears deleted; device not broadcasting Wi‑Fi signal. | | **Why it escalated:** | Escalation trigger was not explicit in the available notes. | | **Related call chain:** | This was a repeat contact regarding the same issue. | | **What L2 did:** | L2 advised the customer to use the local web UI to manage the device, as the cloud account was deleted. | | **Current state:** | Awaiting response from higher-tier technician regarding deleted cloud account and recovery options. | | **L1 learning points:** | 1. Always collect product model, serial number, and warranty status. 2. Verify the customer’s ability to access the local web UI before advising it as a solution. 3. Document all troubleshooting steps and outcomes clearly. | --- ## Coach Appendix - **Weekly Trend:** High rate of unresolved calls (73%) with low protocol adherence. Frequent technical inaccuracies, especially in LED interpretation and reset procedures. Premature escalation to paid support without attempting free troubleshooting. - **Key Pattern:** Need for improved case documentation and warranty verification. Technical inaccuracies in LED states and reset procedures are recurring issues that require focused coaching. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130711](https://linksys.happyfox.com/staff/ticket/130711/) | 2026-05-25 13:05:51+00:00 | 3.00 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Pending resolution | | [#LTS00079683](https://linksys.happyfox.com/staff/ticket/79683/) | 2026-05-25 14:04:23+00:00 | 3.00 | INBOUND | WHW03 | ACCESS | Closed with self-help | | [#LTS00130728](https://linksys.happyfox.com/staff/ticket/130728/) | 2026-05-25 14:46:39+00:00 | 1.30 | INBOUND | E1000 | SETUP | Incorrectly closed | | [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) | 2026-05-25 15:54:41+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00130768](https://linksys.happyfox.com/staff/ticket/130768/) | 2026-05-25 19:38:11+00:00 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Closed with self-help | | [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) | 2026-05-25 20:09:57+00:00 | 3.90 | INBOUND | WHW03 | HARDWARE | Closed with self-help | | [#LTS00130851](https://linksys.happyfox.com/staff/ticket/130851/) | 2026-05-26 12:40:12+00:00 | 3.00 | INBOUND | LAPAC170C | ACCESS | Pending resolution | | [#LTS00130860](https://linksys.happyfox.com/staff/ticket/130860/) | 2026-05-26 13:27:07+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00130875](https://linksys.happyfox.com/staff/ticket/130875/) | 2026-05-26 14:58:06+00:00 | 1.50 | INBOUND | MR7350 | CONFIGURATION | Abandoned or vague | | [#LTS00130878](https://linksys.happyfox.com/staff/ticket/130878/) | 2026-05-26 15:06:36+00:00 | 3.00 | INBOUND | SPNMX56CF | SETUP | Closed with self-help | | [#LTS00130894](https://linksys.happyfox.com/staff/ticket/130894/) | 2026-05-26 15:56:13+00:00 | 1.40 | INBOUND | RE6300 | SETUP | Incorrectly closed | | [#LTS00130923](https://linksys.happyfox.com/staff/ticket/130923/) | 2026-05-26 18:27:40+00:00 | 1.20 | INBOUND | VLP01 | CONNECTIVITY | Abandoned or vague | | [#LTS00130927](https://linksys.happyfox.com/staff/ticket/130927/) | 2026-05-26 18:42:53+00:00 | 3.00 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00130931](https://linksys.happyfox.com/staff/ticket/130931/) | 2026-05-26 18:54:20+00:00 | 1.50 | INBOUND | MX4301 | SETUP | Abandoned or vague | | [#LTS00130938](https://linksys.happyfox.com/staff/ticket/130938/) | 2026-05-26 19:27:15+00:00 | 1.10 | INBOUND | E1000 | SETUP | Incorrectly closed | | [#LTS00130944](https://linksys.happyfox.com/staff/ticket/130944/) | 2026-05-26 19:51:17+00:00 | 3.00 | INBOUND | MX55EC3 | CONNECTIVITY | Closed with self-help | | [#LTS00130956](https://linksys.happyfox.com/staff/ticket/130956/) | 2026-05-26 20:35:25+00:00 | 3.70 | INBOUND | LN3101 | CONNECTIVITY | Closed with self-help | | [#LTS00131025](https://linksys.happyfox.com/staff/ticket/131025/) | 2026-05-27 12:51:07+00:00 | 1.90 | INBOUND | RE6300 | SETUP | Abandoned or vague | | [#LTS00131032](https://linksys.happyfox.com/staff/ticket/131032/) | 2026-05-27 13:32:00+00:00 | 3.00 | INBOUND | MR9610 | CONNECTIVITY | Customer declined path | | [#LTS00131037](https://linksys.happyfox.com/staff/ticket/131037/) | 2026-05-27 14:04:53+00:00 | 1.40 | INBOUND | WHW01 | CONNECTIVITY | Pending resolution | | [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) | 2026-05-27 15:04:33+00:00 | 1.10 | INBOUND | MR7500 | SETUP | Abandoned or vague | | [#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/) | 2026-05-27 15:49:41+00:00 | 1.10 | INBOUND | MX6200 | CONNECTIVITY | Abandoned or vague | | [#LTS00131060](https://linksys.happyfox.com/staff/ticket/131060/) | 2026-05-27 17:35:02+00:00 | 1.90 | INBOUND | WHW01 | CONNECTIVITY | Incorrectly closed | | [#GI00131077](https://linksys.happyfox.com/staff/ticket/131077/) | 2026-05-27 18:58:25+00:00 | 1.50 | INBOUND | HT-6766BE | SETUP | Abandoned or vague | | [#LTS00131085](https://linksys.happyfox.com/staff/ticket/131085/) | 2026-05-27 19:26:06+00:00 | 1.80 | INBOUND | MR9600 | ACCESS | Abandoned or vague | | [#LTS00131092](https://linksys.happyfox.com/staff/ticket/131092/) | 2026-05-27 20:29:29+00:00 | 3.10 | INBOUND | MX5300 | SETUP | Closed with self-help | | [#LTS00131205](https://linksys.happyfox.com/staff/ticket/131205/) | 2026-05-28 12:21:18+00:00 | 3.10 | INBOUND | E900 | CONNECTIVITY | Closed with self-help | | [#LTS00131207](https://linksys.happyfox.com/staff/ticket/131207/) | 2026-05-28 12:26:04+00:00 | 2.80 | INBOUND | EA7200 | ACCESS | Closed correctly | | [#LTS00131196](https://linksys.happyfox.com/staff/ticket/131196/) | 2026-05-28 13:09:38+00:00 | 2.80 | INBOUND | SPNMX55GC | ACCESS | Incorrectly closed | | [#LTS00130652](https://linksys.happyfox.com/staff/ticket/130652/) | 2026-05-28 15:47:35+00:00 | 2.70 | INBOUND | MX6200 | NO TROUBLESHOOTING NEEDED | Abandoned or vague | | [#LTS00131255](https://linksys.happyfox.com/staff/ticket/131255/) | 2026-05-28 16:02:48+00:00 | 1.40 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Abandoned or vague | | [#LTS00131268](https://linksys.happyfox.com/staff/ticket/131268/) | 2026-05-28 16:59:46+00:00 | 3.00 | INBOUND | LAPAC1200C | ACCESS | Access | | [#LTS00131275](https://linksys.happyfox.com/staff/ticket/131275/) | 2026-05-28 17:44:55+00:00 | 3.00 | OUTBOUND | LAPAC1200C | ACCESS | Pending resolution | | [#LTS00131291](https://linksys.happyfox.com/staff/ticket/131291/) | 2026-05-28 18:59:41+00:00 | 1.70 | INBOUND | EA7300 | CONNECTIVITY | Abandoned or vague | | [#LTS00131389](https://linksys.happyfox.com/staff/ticket/131389/) | 2026-05-29 12:20:47+00:00 | 1.80 | INBOUND | WHW03 | SETUP | Abandoned or vague | | [#LTS00131393](https://linksys.happyfox.com/staff/ticket/131393/) | 2026-05-29 12:48:20+00:00 | 3.00 | INBOUND | MR9000 | SETUP | Closed with self-help | | [#LTS00131396](https://linksys.happyfox.com/staff/ticket/131396/) | 2026-05-29 13:31:31+00:00 | 1.30 | INBOUND | MX2000 | CONNECTIVITY | Abandoned or vague | | [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) | 2026-05-29 13:54:26+00:00 | 2.10 | INBOUND | MBE7000 | SETUP | Pending resolution | | [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) | 2026-05-29 17:21:05+00:00 | 3.00 | INBOUND | MBE7000 | SETUP | Closed correctly | | [#LTS00131392](https://linksys.happyfox.com/staff/ticket/131392/) | 2026-05-29 14:20:42+00:00 | 3.00 | INBOUND | MX2000 | SETUP | Closed with self-help | | [#LTS00131413](https://linksys.happyfox.com/staff/ticket/131413/) | 2026-05-29 14:32:27+00:00 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131392](https://linksys.happyfox.com/staff/ticket/131392/) | 2026-05-29 15:00:39+00:00 | 1.50 | INBOUND | MX2000 | SETUP | Abandoned or vague | | [#LTS00131413](https://linksys.happyfox.com/staff/ticket/131413/) | 2026-05-29 15:29:05+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Pending resolution | | [#LTS00131447](https://linksys.happyfox.com/staff/ticket/131447/) | 2026-05-29 17:21:05+00:00 | 1.80 | INBOUND | MX2000 | SETUP | Incorrectly closed | | [#LTS00131455](https://linksys.happyfox.com/staff/ticket/131455/) | 2026-05-29 17:52:39+00:00 | 2.70 | INBOUND | MX2000 | ACCESS | Abandoned or vague | | [#LTS00131479](https://linksys.happyfox.com/staff/ticket/131479/) | 2026-05-29 20:02:51+00:00 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | Pending resolution | | [#LTS00131488](https://linksys.happyfox.com/staff/ticket/131488/) | 2026-05-29 20:49:04+00:00 | 1.80 | INBOUND | WHW03 | SETUP | Pending resolution | | [#LTS00131488](https://linksys.happyfox.com/staff/ticket/131488/) | 2026-05-29 21:00:06+00:00 | 1.10 | OUTBOUND | WHW03 | SETUP | Not fixed | | [#LTS00131488](https://linksys.happyfox.com/staff/ticket/131488/) | 2026-05-29 21:57:53+00:00 | 1.30 | OUTBOUND | WHW03 | SETUP | Incorrectly closed |