# gerlie.miguello@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 | |---|---|---|---|---|---| | 34 | 17m 8s | MX2000 | CONNECTIVITY | 27 | 4 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.00 | 34 | | Protocol | 1.70 | 34 | | Communication | 2.10 | 34 | | Overall | 2.10 | 34 | *Scores reflect a week with 34 calls reviewed. Overall scores ranged from 1.0 to 4.4.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX2000 | 5 | 1.40 | | WHW03 | 4 | 1.90 | | MBE7000 | 4 | 2.20 | | E9450 | 2 | 2.00 | | SPNMX55GC | 2 | 1.80 | **Key Pattern:** Lower scores on MX2000 calls suggest a need for deeper familiarity with this model’s mesh behavior and troubleshooting paths. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 19 | 2.00 | ✓ | | SETUP | 6 | 2.00 | ✓ | | ACCESS | 5 | 1.60 | ✓ | | CONFIGURATION | 3 | 2.40 | ✓ | | GENERAL INQUIRY | 1 | 4.40 | | **Drill-Down Insights:** - **Connectivity** issues (19 calls, avg 2.0) dominate the week. Common themes include WAN link failures, LED misinterpretations, and incomplete backhaul diagnostics. Focus on validating WAN status, LED meaning per model, and systematic backhaul checks. - **Setup** calls (6 calls, avg 2.0) show inconsistent model identification and missing case documentation. Reinforce model confirmation and case creation protocols. - **Access** issues (5 calls, avg 1.6) highlight password reset and admin UI navigation struggles. Emphasize secure password reset methods and correct local URL usage. --- ## What Went Well 1. **Accurate Model Identification** > “Okay, so you are trying to log in. Um, is it like remotely, sir? Since you mentioned that you, uh, can't access the account.” [#LTS00131382](https://linksys.happyfox.com/staff/ticket/131382/) The agent correctly identified the SPNMX55GC model from the serial number and guided the customer to local access, avoiding remote login pitfalls. 2. **Effective Troubleshooting Guidance** > “Okay, so this is an SBMX 56 from a broadband. Uh, how about the active number of the H nodes share that you wanted to add?” [#LTS00131398](https://linksys.happyfox.com/staff/ticket/131398/) The agent successfully walked the customer through moving the node closer, resetting it, and using the Linksys app to re-add the node—a valid, KB-aligned path for mesh recovery. --- ## Growth Opportunities 1. **Correct Technical Instructions** > “The number of the LinCIS unit please? Yes. If you're on the app, you can see it under Network Administration.” [#LTS00131386](https://linksys.happyfox.com/staff/ticket/131386/) The agent provided inaccurate guidance on disabling the 5 GHz band and resetting the admin password. **Next step:** Always verify model-specific steps and use KB-approved methods for password resets and band management. 2. **Protocol Adherence** > “We don’t update manually on our end.” [#LTS00131400](https://linksys.happyfox.com/staff/ticket/131400/) The agent failed to document a case or verify warranty status before discussing firmware updates. **Next step:** Create a HappyFox case for every customer interaction and confirm warranty eligibility early in the call. --- ## Next Week's Focus - **Validate WAN and LED States First:** Before diving into mesh or app troubleshooting, always confirm the WAN link (modem connectivity) and interpret LEDs according to the specific model’s KB. - **Model-Specific Reset Durations:** Memorize and apply correct reset times (e.g., 10 seconds for SPNM/LN series, 15 seconds for MX/Velop) to avoid missteps. - **Case Creation Discipline:** Open a HappyFox case for every call, capture serial numbers, and note warranty status—this ensures auditability and continuity. - **Secure Password Reset Paths:** Use recovery keys or local admin access instead of assuming default passwords, and never share credentials over the phone. --- ## Technical Accuracy **Improvement** > Agent incorrectly assumed Wi‑Fi password was 'ATT' without verification, leading to customer confusion. [#LTS00130874](https://linksys.happyfox.com/staff/ticket/130874/) **Improvement** > No case was created or referenced during the call, violating protocol and leaving no audit trail. [#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/) **Improvement** > Agent provided materially incorrect LED interpretation for MR20X, stating purple indicates “ready for setup” (Velop‑specific), but MR series routers use solid blue when ready. [#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/) **Improvement** > Agent gave incorrect reset duration for SPNM devices (20 seconds instead of the required 10 seconds). [#LTS00130743](https://linksys.happyfox.com/staff/ticket/130743/) **Improvement** > Agent used incorrect admin URL for MBE-7000 (myrouter.info instead of myrouter.local or phone number), causing customer confusion and delaying troubleshooting. [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) --- ## Coaching Moments **Improvement** > “Okay, so you are trying to log in. Um, is it like remotely, sir? Since you mentioned that you, uh, can't access the account.” [#LTS00131382](https://linksys.happyfox.com/staff/ticket/131382/) The agent misidentified the product as 'SBMX 56' — a non-existent Linksys model — leading to incorrect troubleshooting guidance. Always confirm the exact model number before proceeding. **Improvement** > “The number of the LinCIS unit please? Yes. If you're on the app, you can see it under Network Administration.” [#LTS00131386](https://linksys.happyfox.com/staff/ticket/131386/) The agent provided inaccurate admin password complexity rules (10-digit with special character), which are not standard for any Linksys router and contradict KB guidance. **Improvement** > “We don’t update manually on our end.” [#LTS00131400](https://linksys.happyfox.com/staff/ticket/131400/) The agent failed to verify warranty status or eligibility for support, missing a key protocol requirement. Always check warranty before discussing firmware updates. --- ## Escalation Lessons: What L2 Did ### [#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/) — Resolved by Level 2 - **What L1 saw:** Customer reported Wi‑Fi connectivity issues and a purple LED on an out‑of‑warranty MR20X router. L1 interpreted the purple LED incorrectly (Velop‑specific) and offered only paid support after payment failed. - **Why it escalated:** L1 provided no technical troubleshooting, misapplied LED meaning, and failed to create a case or process payment correctly. - **Related call chain:** This was a repeat contact; the customer had previously opened #LTS00130720 with the same issue but received no resolution. - **What L2 did:** L2 clarified that purple is not a valid state for MR20X (solid blue indicates ready), guided the customer through basic WAN and reset checks, and offered self‑help paths before invoking paid support. - **Current state:** Resolved after L2 validated connectivity and provided clear next steps. - **L1 learning points:** 1. **Interpret LEDs model‑specifically.** MR series uses solid blue for ready; purple is Velop‑only. 2. **Perform basic WAN and reset checks before offering paid support.** 3. **Create a HappyFox case for every interaction to maintain auditability.** ### [#TE00130829](https://linksys.happyfox.com/staff/ticket/130829/) — Resolved by Level 2 - **What L1 saw:** Customer’s WHW03 child node lost connection; node was wired but showed solid red LED and kept reconnecting. L1 failed to confirm model, gave incorrect pairing instructions, and escalated after confusion. - **Why it escalated:** L1 mixed 5‑press (Cognitive Mesh) and pair‑button (Velop) instructions without confirming device family, leading to customer frustration. - **Related call chain:** This was a new escalation; no prior case existed. - **What L2 did:** L2 identified the device as WHW03 (Velop), instructed a 10‑second reset, and guided the customer through WPS pairing. L2 also confirmed WAN connectivity and provided a callback timeframe. - **Current state:** Resolved after L2 validated successful pairing and provided self‑help documentation. - **L1 learning points:** 1. **Confirm device family before giving pairing instructions.** WHW03 uses WPS, not 5‑press. 2. **Use model‑specific reset durations.** WHW03 requires a 10‑second reset. 3. **Validate WAN connectivity early to isolate backhaul issues.** ### [#LTS00131009](https://linksys.happyfox.com/staff/ticket/131009/) — Resolved by Level 2 - **What L1 saw:** Customer couldn’t access the UI on their SPNMX42CF node; page showed a blue loading circle. L1 misidentified the product and referred to Community Fiber without internal troubleshooting. - **Why it escalated:** L1 failed to perform basic UI access checks (browser clearance, alternative URLs) and did not create a case. - **Related call chain:** This was a new contact; no prior case existed. - **What L2 did:** L2 confirmed the node was SPNMX42CF, guided the customer through factory reset and alternative UI access (myrouter.local), and coordinated with Community Fiber for firmware assistance. - **Current state:** Resolved after L2 provided clear internal and ISP escalation paths. - **L1 learning points:** 1. **Always attempt basic UI access troubleshooting** (browser clearance, alternative URLs) before escalating. 2. **Confirm product model before referring to ISP.** SPNMX42CF requires specific internal steps. 3. **Document every interaction in HappyFox** to ensure continuity and avoid duplicate escalations. ### [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) — Resolved by Level 2 - **What L1 saw:** Customer couldn’t add a third MX2000 node; it stayed blinking red/purple. L1 gave incorrect LED guidance and reset instructions, then escalated after confusion. - **Why it escalated:** L1 provided wrong LED meanings and 15‑second reset duration for MX series nodes, leading to failed pairing attempts. - **Related call chain:** This was a follow‑up to #LTS00131231, where L1 had previously attempted setup without resolution. - **What L2 did:** L2 clarified MX2000 LED states (solid white = ready, blinking red = pairing), instructed a 10‑second reset, and guided the customer through web‑UI node addition. L2 also provided a detailed setup guide via email. - **Current state:** Resolved after L2 validated successful node integration and provided self‑help resources. - **L1 learning points:** 1. **Use model‑specific LED references.** MX2000 uses solid white for ready, not purple. 2. **Apply correct reset durations.** MX series nodes require a 10‑second reset. 3. **Escalate only after exhausting model‑specific self‑help steps** and document all actions in HappyFox. --- ## Coach Appendix - **Primary weekly trend:** High volume of connectivity and setup issues, particularly on MX2000 and WHW03 models, with recurring themes of incorrect LED interpretation, reset durations, and incomplete case documentation. - **Key coaching focus for next week:** Reinforce model‑specific troubleshooting flows (especially for MX and WHW series), ensure every call results in a HappyFox case with serial/warranty capture, and eliminate LED and reset‑duration misconceptions through KB review and quizzing. - **Evidence highlighted:** Calls #TE00130750 (LED misinterpretation), #LTS00130743 (incorrect reset duration), and #LTS00131009 (product misidentification) exemplify the most frequent technical and protocol gaps observed this week. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130720](https://linksys.happyfox.com/staff/ticket/130720/) | 2026-05-25 13:54:18+00:00 | 3.00 | INBOUND | E9450 | SETUP | Agent stated they would send an email but provided no details, resolution, or actionable next steps. | | [#LTS00130720](https://linksys.happyfox.com/staff/ticket/130720/) | 2026-05-25 14:12:03+00:00 | 2.50 | OUTBOUND | E9450 | SETUP | Agent will email a generic setup guide and ticket number; customer must provide proof of purchase before any further troubleshooting. | | [#LTS00130743](https://linksys.happyfox.com/staff/ticket/130743/) | 2026-05-25 15:53:44+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Offered paid support; no technical fix confirmed and no self-help provided. | | [#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/) | 2026-05-25 16:42:38+00:00 | 1.10 | INBOUND | MR20EC | CONNECTIVITY | Offered a callback for paid technical support after failed payment; no immediate fix or self‑help path provided. | | [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-25 16:52:47+00:00 | 3.00 | INBOUND | MBE7000 | SETUP | Network restored temporarily; customer instructed to monitor, send logs if problem recurs, and possibly repeat node swap. | | [#LTS00128999](https://linksys.happyfox.com/staff/ticket/128999/) | 2026-05-25 17:23:34+00:00 | 1.50 | INBOUND | EA6100 | CONNECTIVITY | Customer instructed to reconfigure entire network with Linksys as main router — advice that is not aligned with product capabilities or KB. | | [#TE00130829](https://linksys.happyfox.com/staff/ticket/130829/) | 2026-05-26 09:10:59+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | Escalated to Level-2 support; customer will be contacted within 24–48 hours. | | [#LTS00130848](https://linksys.happyfox.com/staff/ticket/130848/) | 2026-05-26 12:52:28+00:00 | 1.90 | INBOUND | WHW03 | CONNECTIVITY | Agent will email model numbers and Amazon links; customer plans to purchase and may call back for setup assistance. | | [#LTS00130853](https://linksys.happyfox.com/staff/ticket/130853/) | 2026-05-26 13:06:57+00:00 | 3.00 | INBOUND | RE6300 | CONNECTIVITY | Agent will email the RE6300 setup guide; customer will attempt setup independently. | | [#LTS00130867](https://linksys.happyfox.com/staff/ticket/130867/) | 2026-05-26 14:10:11+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | Customer to attempt self-help steps; email with detailed guide promised. No verification of success. | | [#LTS00130874](https://linksys.happyfox.com/staff/ticket/130874/) | 2026-05-26 14:54:37+00:00 | 1.00 | INBOUND | E1200 | CONNECTIVITY | Agent promised to email a setup guide to a misrecorded email address; no troubleshooting performed, no fix confirmed. | | [#LTS00130885](https://linksys.happyfox.com/staff/ticket/130885/) | 2026-05-26 15:24:22+00:00 | 3.50 | INBOUND | EA7450 | CONFIGURATION | Agent will email a Linksys support article that explains how to create separate 2.4 GHz and 5 GHz SSIDs; paid‑support option offered if further assistance is needed. | | [#LTS00130885](https://linksys.happyfox.com/staff/ticket/130885/) | 2026-05-26 15:54:24+00:00 | 1.50 | INBOUND | EA7450 | CONFIGURATION | No technical resolution achieved; no concrete next step was set. | | [#LTS00131009](https://linksys.happyfox.com/staff/ticket/131009/) | 2026-05-27 10:03:27+00:00 | 1.80 | INBOUND | SPNMX42CF | ACCESS | Advised customer to contact Community Fiber technical support for firmware update or replacement. | | [#LTS00131028](https://linksys.happyfox.com/staff/ticket/131028/) | 2026-05-27 13:08:37+00:00 | 3.00 | INBOUND | VLP01 | CONNECTIVITY | Reset the second node, bring it close to the primary node, and re-add it using the Linksys app; guide to be emailed. | | [#LTS00131055](https://linksys.happyfox.com/staff/ticket/131055/) | 2026-05-27 16:35:14+00:00 | 2.00 | INBOUND | EA9300 | CONNECTIVITY | Advised customer that WAN port appears defective and to use ISP-provided router; no further action taken. | | [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-27 16:58:40+00:00 | 3.00 | INBOUND | MBE7000 | SETUP | Escalated to higher-tier technical team; customer instructed to keep the network unchanged and await callback. | | [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-27 22:30:27+00:00 | 1.80 | OUTBOUND | MBE7000 | SETUP | Scheduled a follow-up call for further analysis of logs and mesh behavior. | | [#LTS00131196](https://linksys.happyfox.com/staff/ticket/131196/) | 2026-05-28 09:59:10+00:00 | 1.10 | INBOUND | SPNMX55GC | ACCESS | Agent created a ticket and promised a callback; no technical resolution or valid self-help provided. | | [#LTS00131212](https://linksys.happyfox.com/staff/ticket/131212/) | 2026-05-28 13:05:17+00:00 | 4.30 | INBOUND | MX6200 | CONNECTIVITY | Node successfully re-paired and operational; no further steps needed. | | [#LTS00131224](https://linksys.happyfox.com/staff/ticket/131224/) | 2026-05-28 13:47:16+00:00 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Agent sent a generic setup guide and advised customer to try using another node as parent; no functional fix confirmed or validated. | | [#GI00130856](https://linksys.happyfox.com/staff/ticket/130856/) | 2026-05-28 14:21:24+00:00 | | INBOUND | MX6202 | GENERAL INQUIRY | Customer will order the appropriate MX6202 (or MX6201) unit. | | [#LTS00131265](https://linksys.happyfox.com/staff/ticket/131265/) | 2026-05-28 16:56:50+00:00 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Offered paid troubleshooting or a free emailed guide; customer declined both. | | [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/) | 2026-05-29 00:03:48+00:00 | 1.80 | OUTBOUND | MBE7000 | SETUP | Scheduled a callback for further troubleshooting and asked the customer to send additional network logs if the problem recurs. | | [#LTS00131382](https://linksys.happyfox.com/staff/ticket/131382/) | 2026-05-29 10:01:19+00:00 | 1.80 | INBOUND | SPNMX55GC | ACCESS | Admin password reset completed; node reset performed; customer to wait for node to be added via the app (4–6 minutes). No final confirmation obtained. | | [#LTS00131386](https://linksys.happyfox.com/staff/ticket/131386/) | 2026-05-29 11:40:53+00:00 | 1.10 | INBOUND | SPNMX57CF | ACCESS | Advised customer to contact undefined 'Customer Service' without a specific path, KB article, or self-help resource provided. | | [#LTS00131398](https://linksys.happyfox.com/staff/ticket/131398/) | 2026-05-29 13:45:58+00:00 | 1.30 | INBOUND | SPNMX56HF | SETUP | Agent told customer to finish setup in app, move node to desired location, and wait 2–3 minutes for steady blue light. No verification of successful mesh integration was performed. | | [#LTS00131400](https://linksys.happyfox.com/staff/ticket/131400/) | 2026-05-29 14:05:55+00:00 | 1.80 | INBOUND | EA6350 | CONNECTIVITY | Advised customer to purchase a new Wi-Fi 6 router from retail stores without offering troubleshooting or self-help options. | | [#LTS00131398](https://linksys.happyfox.com/staff/ticket/131398/) | 2026-05-29 14:22:28+00:00 | 1.10 | INBOUND | SPNMX56HF | SETUP | No resolution provided. Issue remains open. Further diagnostics required: verify node Ethernet port speed, check backhaul configuration, confirm firmware version, and test with known-good cable. | | [#LTS00131405](https://linksys.happyfox.com/staff/ticket/131405/) | 2026-05-29 14:33:02+00:00 | 2.80 | INBOUND | E1200 | CONNECTIVITY | Recommend upgrade to a Wi-Fi 6 router (Linksys MX series) and arrange a callback for setup assistance. | | [#LTS00131407](https://linksys.happyfox.com/staff/ticket/131407/) | 2026-05-29 14:50:58+00:00 | 1.90 | INBOUND | E9450 | ACCESS | Provided default credentials; suggested paid support for reconfiguration; no further action taken. Router remains non-functional. | | [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) | 2026-05-29 16:04:49+00:00 | 1.60 | INBOUND | MX2000 | CONNECTIVITY | Callback scheduled; customer advised to have Spectrum reboot the modem and to try again later. | | [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) | 2026-05-29 16:45:23+00:00 | 1.40 | OUTBOUND | MX2000 | CONNECTIVITY | Escalated to second‑level support and promised to email a detailed setup guide. | | [#LTS00131398](https://linksys.happyfox.com/staff/ticket/131398/) | 2026-05-29 14:22:28+00:00 | 1.10 | INBOUND | SPNMX56HF | SETUP | No resolution provided. Issue remains open. Further diagnostics required: verify node Ethernet port speed, check backhaul configuration, confirm firmware version, and test with known-good cable. | | [#LTS00131407](https://linksys.happyfox.com/staff/ticket/131407/) | 2026-05-29 14:50:58+00:00 | 1.90 | INBOUND | E9450 | ACCESS | Provided default credentials; suggested paid support for reconfiguration; no further action taken. Router remains non-functional. | | [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) | 2026-05-29 16:04:49+00:00 | 1.60 | INBOUND | MX2000 | CONNECTIVITY | Callback scheduled; customer advised to have Spectrum reboot the modem and to try again later. | | [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) | 2026-05-29 16:45:23+00:00 | 1.40 | OUTBOUND | MX2000 | CONNECTIVITY | Escalated to second‑level support and promised to email a detailed setup guide. | | [#LTS00131398](https://linksys.happyfox.com/staff/ticket/131398/) | 2026-05-29 14:22:28+00:00 | 1.10 | INBOUND | SPNMX56HF | SETUP | No resolution provided. Issue remains open. Further diagnostics required: verify node Ethernet port speed, check backhaul configuration, confirm firmware version, and test with known-good cable. | | [#LTS00131407](https://linksys.happyfox.com/staff/ticket/131407/) | 2026-05-29 14:50:58+00:00 | 1.90 | INBOUND | E9450 | ACCESS | Provided default credentials; suggested paid support for reconfiguration; no further action taken. Router remains non-functional. | | [#TE00