### deneive.luar@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 | |---|---|---|---|---|---| | 43 | 12m 38s | MX6200 | CONNECTIVITY | 43 | 0 | --- ### Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.20 | 43 | | Protocol | 1.80 | 43 | | Communication | 2.30 | 43 | | Overall | 2.20 | 43 | *Based on 43 calls reviewed. Score range: 1.3 – 3.3.* --- ### This Week's Coverage #### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX6200 | 8 | 2.2 | | EA7300 | 4 | 2.1 | | WHW03 | 4 | 2.0 | | EA8300 | 3 | 2.1 | *Lower scores on EA7300 and WHW03 calls suggest a need to reinforce troubleshooting steps and product knowledge for these models.* #### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 18 | 2.1 | ✓ | | SETUP | 12 | 2.3 | ✓ | | ACCESS | 5 | 2.0 | ✓ | | HARDWARE | 5 | 2.1 | ✓ | *Connectivity and Setup categories show room for improvement. Focus on reinforcing standard troubleshooting flows for these issues.* --- ### What Went Well - **Accurate product identification** > Correctly identified the product model as EA6350 based on serial number provided at [04:00]. [#LTS00131213](https://linksys.happyfox.com/staff/ticket/131213/) - **Professional and polite communication** > Agent maintained a polite and respectful tone throughout the call despite customer frustration. [#GI00131248](https://linksys.happyfox.com/staff/ticket/131248/) --- ### Growth Opportunities - **Incorrect technical guidance on reset duration** > Agent incorrectly advised a 20-second reset for MX6200 instead of the correct 10-second duration per KB. [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) *What better looks like:* Provide the exact reset duration as documented in the KB (10 seconds for MX6200) and confirm the LED behavior after the reset. - **Failure to follow troubleshooting protocols for power-up issues** > Agent failed to perform any basic troubleshooting for a power-up issue on an MR2000 router, incorrectly declared it out of warranty without verification. [#LTS00031564](https://linksys.happyfox.com/staff/ticket/31564/) *What better looks like:* Always verify warranty status through the system before declaring a device out of warranty. For power-up issues, guide the customer through a standard power cycle and LED check before escalating. --- ### Next Week's Focus 1. **Reinforce KB-based reset procedures** – Practice and confirm exact reset durations for all supported models before advising customers. 2. **Standardize warranty verification** – Always perform a system lookup for warranty status before discussing support options. 3. **Improve LED state interpretation** – Review KB documentation for LED meanings on all product lines to avoid misdiagnosis. 4. **Enhance customer empathy** – Use calm, clear language to reassure customers, especially when they express frustration or confusion. --- ### Technical Accuracy - **Improvement** > Agent incorrectly advised a 20-second reset for MX6200 instead of the correct 10-second duration per KB. [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) - **Improvement** > Agent provided an invalid URL for router access, leading to potential customer confusion and inability to access the admin interface. [#LTS00131073](https://linksys.happyfox.com/staff/ticket/131073/) - **Improvement** > Agent incorrectly declared the EA6900 as end-of-life, contradicting KB guidance which confirms firmware updates are available. [#LTS00130869](https://linksys.happyfox.com/staff/ticket/130869/) --- ### Coaching Moments - **Improvement** > Agent promised to email password-reset instructions to 134@gmail.com, but no actual steps were provided during the call. [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) - **Improvement** > Customer advised to contact ISP without confirmation of modem status, router functionality, or receipt of self-help materials. No concrete next step provided. [#LTS00130705](https://linksys.happyfox.com/staff/ticket/130705/) - **Improvement** > Agent incorrectly declared the EA6900 as end-of-life and unsupported, which contradicts Linksys KB. [#LTS00130869](https://linksys.happyfox.com/staff/ticket/130869/) --- ### Escalation Lessons: What L2 Did *No escalated cases were identified this week.* --- ### Coach Appendix *Internal notes for coaching context only:* - The agent’s week was characterized by frequent misapplication of reset procedures and insufficient verification of warranty status. - Focus next week on precise adherence to KB reset durations and systematic warranty checks before discussing support options. - Review LED state documentation to prevent misdiagnosis of hardware issues. --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) | 2026-05-25 12:56:17+00:00 | 1.7 | INBOUND | WRT54G2 | HARDWARE | Abandoned | | [#LTS00130717](https://linksys.happyfox.com/staff/ticket/130717/) | 2026-05-25 13:36:58+00:00 | 3.3 | INBOUND | WRT54G2 | HARDWARE | ✓ Likely resolved | | [#LTS00130705](https://linksys.happyfox.com/staff/ticket/130705/) | 2026-05-25 14:21:35+00:00 | 1.3 | INBOUND | EA7300 | CONNECTIVITY | Abandoned | | [#LTS00130732](https://linksys.happyfox.com/staff/ticket/130732/) | 2026-05-25 15:01:42+00:00 | 3.0 | INBOUND | E5400 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130757](https://linksys.happyfox.com/staff/ticket/130757/) | 2026-05-25 18:21:07+00:00 | 3.0 | INBOUND | MR7350 | ACCESS | ✓ Likely resolved | | [#GI00130777](https://linksys.happyfox.com/staff/ticket/130777/) | 2026-05-25 20:11:33+00:00 | 1.0 | INBOUND | — | HARDWARE | Abandoned | | [#GI00130777](https://linksys.happyfox.com/staff/ticket/130777/) | 2026-05-25 20:16:02+00:00 | 1.5 | OUTBOUND | — | HARDWARE | Abandoned | | [#GI00129420](https://linksys.happyfox.com/staff/ticket/129420/) | 2026-05-25 23:51:36+00:00 | 1.3 | INBOUND | E1200 | CONNECTIVITY | Abandoned | | [#LTS00130869](https://linksys.happyfox.com/staff/ticket/130869/) | 2026-05-26 14:31:15+00:00 | 1.9 | INBOUND | EA6900 | CONNECTIVITY | Abandoned | | [#LTS00130886](https://linksys.happyfox.com/staff/ticket/130886/) | 2026-05-26 15:30:57+00:00 | 1.4 | INBOUND | E1200 | SETUP | Abandoned | | [#LTS00130896](https://linksys.happyfox.com/staff/ticket/130896/) | 2026-05-26 16:15:32+00:00 | 3.0 | INBOUND | EA7500 | CONNECTIVITY | Abandoned | | [#LTS00085692](https://linksys.happyfox.com/staff/ticket/85692/) | 2026-05-26 17:53:19+00:00 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130930](https://linksys.happyfox.com/staff/ticket/130930/) | 2026-05-26 19:40:28+00:00 | 3.0 | INBOUND | WHW03 | CONFIGURATION | Abandoned | | [#LTS00130949](https://linksys.happyfox.com/staff/ticket/130949/) | 2026-05-26 20:00:30+00:00 | 1.8 | INBOUND | MR8300 | SETUP | Abandoned | | [#LTS00130961](https://linksys.happyfox.com/staff/ticket/130961/) | 2026-05-26 20:48:44+00:00 | 1.8 | INBOUND | EA6500 | SETUP | Abandoned | | [#LTS00130896](https://linksys.happyfox.com/staff/ticket/130896/) | 2026-05-26 16:15:32+00:00 | 3.0 | INBOUND | EA7500 | CONNECTIVITY | Abandoned | | [#LTS00085692](https://linksys.happyfox.com/staff/ticket/85692/) | 2026-05-26 17:53:19+00:00 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130930](https://linksys.happyfox.com/staff/ticket/130930/) | 2026-05-26 19:40:28+00:00 | 3.0 | INBOUND | WHW03 | CONFIGURATION | Abandoned | | [#LTS00130949](https://linksys.happyfox.com/staff/ticket/130949/) | 2026-05-26 20:00:30+00:00 | 1.8 | INBOUND | MR8300 | SETUP | Abandoned | | [#LTS00130961](https://linksys.happyfox.com/staff/ticket/130961/) | 2026-05-26 20:48:44+00:00 | 1.8 | INBOUND | EA6500 | SETUP | Abandoned | | [#LTS00130896](https://linksys.happyfox.com/staff/ticket/130896/) | 2026-05-26 16:15:32+00:00 | 3.0 | INBOUND | EA7500 | CONNECTIVITY | Abandoned | | [#LTS00131029](https://linksys.happyfox.com/staff/ticket/131029/) | 2026-05-27 13:15:44+00:00 | 2.3 | INBOUND | MX6200 | SETUP | Abandoned | | [#LTS00131063](https://linksys.happyfox.com/staff/ticket/131063/) | 2026-05-27 17:40:10+00:00 | 3.2 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131073](https://linksys.happyfox.com/staff/ticket/131073/) | 2026-05-27 18:13:04+00:00 | 1.8 | INBOUND | EA8300 | ACCESS | Pending | | [#LTS00131065](https://linksys.happyfox.com/staff/ticket/131065/) | 2026-05-27 19:59:43+00:00 | 3.0 | INBOUND | EA9300 | SETUP | Callback set | | [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 20:00:30+00:00 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | Abandoned | | [#LTS00131232](https://linksys.happyfox.com/staff/ticket/131232/) | 2026-05-28 01:09:14+00:00 | 1.5 | INBOUND | MBE7000 | CONNECTIVITY | Abandoned | | [#LTS00131237](https://linksys.happyfox.com/staff/ticket/131237/) | 2026-05-28 15:05:57+00:00 | 1.4 | INBOUND | EA6350 | CONNECTIVITY | Abandoned | | [#GI00131248](https://linksys.happyfox.com/staff/ticket/131248/) | 2026-05-28 15:50:25+00:00 | 3.0 | INBOUND | — | CONNECTIVITY | Abandoned | | [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 16:05:56+00:00 | 3.0 | INBOUND | MX6200 | SETUP | ✓ Likely resolved | | [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 16:35:15+00:00 | 1.8 | OUTBOUND | MX6200 | SETUP | Abandoned | | [#LTS00062823](https://linksys.happyfox.com/staff/ticket/62823/) | 2026-05-28 17:33:45+00:00 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | Abandoned | | [#LTS00128358](https://linksys.happyfox.com/staff/ticket/128358/) | 2026-05-28 17:42:18+00:00 | 1.5 | INBOUND | MX4200 | CONNECTIVITY | Abandoned | | [#LTS00131213](https://linksys.happyfox.com/staff/ticket/131213/) | 2026-05-28 13:11:50+00:00 | 3.0 | INBOUND | EA6350 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00096720](https://linksys.happyfox.com/staff/ticket/96720/) | 2026-05-28 13:27:47+00:00 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Abandoned | | [#LTS00096720](https://linksys.happyfox.com/staff/ticket/96720/) | 2026-05-28 13:45:05+00:00 | 2.0 | INBOUND | E1200 | CONNECTIVITY | Abandoned | | [#LTS00131287](https://linksys.happyfox.com/staff/ticket/131287/) | 2026-05-28 18:34:30+00:00 | 4.2 | INBOUND | ARCHERC7 | Device Setup | Closed correctly | | [#LTS00122080](https://linksys.happyfox.com/staff/ticket/122080/) | 2026-05-28 18:40:10+00:00 | 3.0 | INBOUND | MX4200 | SETUP | ✓ Likely resolved | | [#LTS00131289](https://linksys.happyfox.com/staff/ticket/131289/) | 2026-05-28 18:49:34+00:00 | 3.0 | INBOUND | EA8300 | CONFIGURATION | ✓ Likely resolved | | [#LTS00131312](https://linksys.happyfox.com/staff/ticket/131312/) | 2026-05-28 20:23:19+00:00 | 1.7 | INBOUND | VLP01 | SETUP | Abandoned | | [#LTS00131321](https://linksys.happyfox.com/staff/ticket/131321/) | 2026-05-28 21:10:38+00:00 | 1.6 | INBOUND | VLP01 | SETUP | Abandoned | | [#LTS00131408](https://linksys.happyfox.com/staff/ticket/131408/) | 2026-05-29 15:00:58+00:00 | 3.0 | INBOUND | WUSB6100M | SETUP | ✓ Likely resolved | | [#LTS00131417](https://linksys.happyfox.com/staff/ticket/131417/) | 2026-05-29 15:44:31+00:00 | 1.8 | INBOUND | WHW03 | SETUP | ✓ Likely resolved | | [#LTS00131457](https://linksys.happyfox.com/staff/ticket/131457/) | 2026-05-29 18:01:24+00:00 | 3.0 | INBOUND | EA7300 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00031564](https://linksys.happyfox.com/staff/ticket/31564/) | 2026-05-29 18:35:18+00:00 | 1.5 | INBOUND | MR2000 | CONNECTIVITY | Abandoned | | [#LTS00131470](https://linksys.happyfox.com/staff/ticket/131470/) | 2026-05-29 18:56:20+00:00 | 3.0 | INBOUND | EA8100 | ACCESS | Customer declined path | | [#LTS00130896](https://linksys.happyfox.com/staff/ticket/130896/) | 2026-05-29 19:12:25+00:00 | 3.0 | INBOUND | EA7500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 19:25:59+00:00 | 1.4 | INBOUND | WHW03 | SETUP | Abandoned | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 19:43:03+00:00 | 1.5 | INBOUND | WHW03 | SETUP | Abandoned | | [#LTS00131483](https://linksys.happyfox.com/staff/ticket/131483/) | 2026-05-29 21:37:45+00:00 | 1.4 | INBOUND | EA8300 | ACCESS | Abandoned | | [#LTS00131483](https://linksys.happyfox.com/staff/ticket/131483/) | 2026-05-29 22:04:22+00:00 | 1.8 | INBOUND | EA8300 | CONNECTIVITY | Abandoned | | [#LTS00072174](https://linksys.happyfox.com/staff/ticket/72174/) | 2026-05-29 22:04:22+00:00 | 3.0 | INBOUND | MX2000 | CONNECTIVITY | Abandoned |