# 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 | 16m 24s | WHW03 | CONNECTIVITY | 47 | 4 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.10 | 47 | | Protocol | 1.60 | 47 | | Communication | 2.00 | 47 | | Overall | 2.00 | 47 | *Scores reflect a review of 47 calls. Overall scores ranged from 1.1 to 3.6.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | WHW03 | 8 | 1.90 | | MX6200 | 5 | 2.00 | | E7350 | 3 | 2.60 | | MX2000 | 2 | 1.20 | | MR8300 | 2 | 1.70 | **Key observation:** Lower scores on MX2000 calls suggest a need for additional familiarity with this model's setup and troubleshooting flows. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 20 | 1.90 | ✓ | | SETUP | 12 | 2.10 | | | ACCESS | 6 | 1.80 | ✓ | | NO TROUBLESHOOTING NEEDED | 4 | 2.30 | | **Connectivity and Access categories** show lower average scores, indicating these areas may benefit from focused coaching. Patterns suggest: - **Connectivity:** Frequent missteps in LED interpretation, WAN verification, and reset procedures for Velop systems. - **Access:** Challenges with password resets, admin UI navigation, and third-party app interactions. --- ## What Went Well ### Accurate technical guidance for EA Series routers > “The network key printed on the router label is the Wi‑Fi password.” [#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/) *This aligns perfectly with KB guidance for EA Series devices and resolved the customer’s connectivity issue.* ### Effective troubleshooting for third‑party app issues > “It’s the Express VPN app—not the router or ISP—that’s causing the internet disconnection.” [#LTS00128564](https://linksys.happyfox.com/staff/ticket/128564/) *Correctly diagnosing and guiding the customer to remove the problematic app restored connectivity without unnecessary router changes.* --- ## Growth Opportunities ### Incorrect LED and reset guidance for Velop systems > “The MX2000 shows a solid magenta light during setup.” [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) **What “good” looks like:** - **MX2000 LEDs are purple, white, or red—never magenta.** - **Factory resets require a 10‑second hold**, not 30 seconds. - **5‑press pairing is only valid for LN/MX6200/MBE7000 Cognitive Mesh, not MX2000 Velop.** **Next step:** Practice LED state interpretation and reset durations for Velop systems using KB references (e.g., `velop_router_setup.md`, `universal_mesh_full_rebuild.md`). ### Failure to verify WAN/modem status before troubleshooting > “I didn’t check the modem or WAN cable before suggesting a factory reset.” [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) **What “good” looks like:** 1. **Always confirm WAN connectivity** (modem lights, ISP status, direct modem speed test). 2. **Check physical connections** (Ethernet cables, power). 3. **Use the local web UI** (`http://[REDACTED_PHONE]` or `http://myrouter.local`) to verify WAN status before resetting. **Next step:** Before any reset or advanced troubleshooting, complete the **WAN verification checklist** from `universal_isp_modem_diagnostics.md`. --- ## Next Week's Focus 1. **Master Velop LED states and reset procedures** – Review KB articles for MX2000, MX4200, MX6200, and WHW03. Practice identifying normal vs. error states. 2. **Implement a WAN verification routine** – Before any reset, always check modem status, run a direct speed test, and confirm physical connections. 3. **Strengthen case documentation** – Ensure every call captures model, serial number, and warranty status upfront. Use the **HappyFox case template** to standardize notes. 4. **Refine password‑reset guidance** – For EA Series and Velop systems, clearly explain the difference between router admin passwords and Wi‑Fi network keys. Use the label or KB articles as references. --- ## Technical Accuracy ### **Improvement** > Materially incorrect LED guidance for MX5500. This derailed troubleshooting. [#LTS00130767](https://linksys.happyfox.com/staff/ticket/130767/) ### **Improvement** > Failed to follow standard troubleshooting flow for flashing red LED on WHW01. [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) ### **Improvement** > Incorrect reset and pairing guidance for MX2000 Velop system. [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) ### **Improvement** > Materially false technical guidance for router troubleshooting. [#LTS00130945](https://linksys.happyfox.com/staff/ticket/130945/) --- ## Coaching Moments ### **Strength** > “The network key printed on the router label is the Wi‑Fi password.” [#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/) *Perfectly accurate KB-aligned advice for EA Series routers.* ### **Improvement** > “The MX2000 shows a solid magenta light during setup.” [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) *MX2000 LEDs are purple/white/red only; magenta is not a valid state. This misinterpretation blocked effective troubleshooting.* ### **Improvement** > “I didn’t check the modem or WAN cable before suggesting a factory reset.” [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) *Skipping WAN verification led to unnecessary resets and missed opportunities for simple fixes.* --- ## Escalation Lessons: What L2 Did ### [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | Customer reported mesh nodes would not pair; lights showed magenta/red/blue; unable to get Wi‑Fi working. Primary node was pink, child nodes red or blinking red. | | **Why it escalated** | Agent provided incorrect technical guidance (30‑second reset, invalid 5‑press pairing, wrong web UI access) and failed to confirm hardware fault or initiate RMA despite active warranty. | | **Related call chain** | This was a repeat contact after earlier L1 attempts failed. A later L2 agent had to redo diagnostics and ultimately resolved the issue. | | **What L2 did** | L2 performed proper 10‑second resets, verified WAN connectivity, used correct URLs (`http://[REDACTED_PHONE]`), and confirmed one node had a hardware fault requiring RMA. | | **Current state** | Resolved via RMA. | | **L1 learning points** | 1. **Use 10‑second reset for MX2000**, not 30 seconds.
2. **Access the router via `http://[REDACTED_PHONE]` or `http://myrouter.info`**, not `myrouter.local`.
3. **Confirm warranty status** and initiate RMA when hardware fault is suspected. | ### [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | Customer couldn’t open the Web UI on an MX6200; white screen displayed. | | **Why it escalated** | Vague escalation with no case number, follow‑up timeframe, or self‑help path provided. | | **Related call chain** | This was a new escalation; no prior L1 contact documented. | | **What L2 did** | L2 attempted callbacks, documented the issue, and eventually resolved it after the customer provided additional details. | | **Current state** | Resolved. | | **L1 learning points** | 1. **Always provide a case number** and clear next steps when escalating.
2. **Document troubleshooting steps** taken (e.g., browser used, URL tried).
3. **Offer self‑help resources** (e.g., KB articles) before escalation. | ### [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | Customer reported slow speeds on an MR8300; unable to test wired connection due to laptop lacking Ethernet port. | | **Why it escalated** | Agent offered factory reset self‑help or paid‑support; no fix confirmed. | | **Related call chain** | Multiple L1 contacts attempted troubleshooting without success. | | **What L2 did** | L2 reviewed the case, attempted callbacks, and eventually resolved the issue after the customer replaced the cable. | | **Current state** | Resolved. | | **L1 learning points** | 1. **Set expectations** about speed assurance and test methods.
2. **Document all troubleshooting steps** and outcomes.
3. **Escalate with clear details** (model, serial, symptoms, prior steps). | ### [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | Customer couldn’t access his website through the Linksys network but could via ISP or hotspot. | | **Why it escalated** | Initial L1 agent missed the issue and provided vague guidance. | | **Related call chain** | Multiple L1 contacts attempted troubleshooting without success. | | **What L2 did** | L2 reviewed the case, performed network diagnostics, and resolved the issue after isolating the problem. | | **Current state** | Resolved. | | **L1 learning points** | 1. **Ask about specific symptoms** (e.g., “Can you access the website on other networks?”).
2. **Perform basic network diagnostics** (ping, traceroute).
3. **Escalate with detailed notes** on what works and what doesn’t. | --- ## Coach Appendix **Weekly trend:** High incidence of incorrect technical guidance for Velop systems (LED interpretation, reset procedures) and frequent protocol violations (missing model/serial collection, warranty verification). These issues led to premature escalation or paid-support offers without exhausting self-help paths. **Key pattern to address in next coaching:** Agents need to consistently verify WAN/modem status and collect device details before proceeding with resets or advanced troubleshooting. Practicing LED state interpretation and reset durations for Velop systems will reduce escalations and improve first-call resolution. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130767](https://linksys.happyfox.com/staff/ticket/130767/) | 2026-05-25 19:26:17+00:00 | 1.6 | INBOUND | MX5500 | SETUP | Agent promised to email reset/setup instructions; no confirmation of delivery or follow-up timeline. | | [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) | 2026-05-25 21:24:03+00:00 | 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 22:58:01+00:00 | 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 18:26:16+00:00 | 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 19:25:14+00:00 | 3.2 | INBOUND | EA9400 | 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 19:48:31+00:00 | 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 21:33:55+00:00 | 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 22:51:10+00:00 | 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 23:59:37+00:00 | 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 00:21:30+00:00 | 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 00:32:19+00:00 | 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 01:00:16+00:00 | 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 01:14:18+00:00 | 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 18:08:19+00:00 | 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 19:00:33+00:00 | 3.0 | INBOUND | AO303 | CONNECTIVITY | Customer declined paid support; no further action taken. | | [#LTS00131094](https://linksys.happyfox.com/staff/ticket/131094/) | 2026-05-27 20:26:32+00:00 | 2.3 | INBOUND | RE6300 | SETUP | Agent promised to email setup instructions (not confirmed). | | [#LTS00109388](https://linksys.happyfox.com/staff/ticket/109388/) | 2026-05-27 20:53:11+00:00 | 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 21:44:21+00:00 | 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 22:41:58+00:00 | 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 00:02:22+00:00 | 3.0 | OUTBOUND | MX6200 | SETUP | Customer instructed to call back using case number LTS00039798. No technical resolution confirmed during call. | | [#LTS00131137](https://linksys.happyfox.com/staff/ticket/131137/) | 2026-05-28 00:27:07+00:00 | 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 01:07:51+00:00 | 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 01:12:31+00:00 | 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 01:28:49+00:00 | 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 01:31:08+00:00 | 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 02:02:31+00:00 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | Agent sent email with generic setup instructions; no confirmed fix. Call ended with vague closure and no follow-up path established. | | [#LTS00131338](https://linksys.happyfox.com/staff/ticket/131338/) | 2026-05-28 22:20:14+00:00 | 1.1 | INBOUND | WHW03 | SETUP | None provided. Email with instructions was promised but not confirmed delivered. | | [#LTS00131341](https://linksys.happyfox.com/staff/ticket/131341/) | 2026-05-28 22:33:46+00:00 | 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 01:00:06+00:00 | 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 01:15:10+00:00 | 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. | | [#LTS00131356](https://linksys.happyfox.com/staff/ticket/131356/) | 2026-05-29 01:33:37+00:00 | 3.0 | INBOUND | WRT1900AC | CONNECTIVITY | Advise purchase of a new MX series router as the current unit is likely obsolete. | | [#LTS00131361](https://linksys.happyfox.com/staff/ticket/131361/) | 2026-05-29 02:14:05+00:00 | 1.2 | INBOUND | EA6350 | CONNECTIVITY | Email reset instructions; if issue remains, consider router replacement or ISP/modem diagnostics. | | [#LTS00067035](https://linksys.happyfox.com/staff/ticket/67035/) | 2026-05-29 19:27:46+00:00 | 1.0 | OUTBOUND | WHW03 | CONNECTIVITY | Advised to consider buying a new primary node; no concrete fix applied. | | [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-05-29 20:01:37+00:00 | 2.3 | INBOUND | MR8300 | CONNECTIVITY | Offered factory reset self-help or paid-support; no fix confirmed. | | [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-05-29 20:31:36+00:00 | 1.0 | OUTBOUND | MR8300 | CONNECTIVITY | Scheduled callback from Level-2 support via direct 213-number line; customer to remain near router for further testing. | | [#LTS00131513](https://linksys.happyfox.com/staff/ticket/131513/) | 2026-05-29 22:35:47+00:00 | 1.2 | INBOUND | MX2000 | SETUP | No resolution achieved; customer advised to reinstall the app but no actionable next steps, escalation, or follow-up provided. | | [#LTS00131509](https://linksys.happyfox.com/staff/ticket/131509/) | 2026-05-29 23:08:29+00:00 | 3.0 | INBOUND | MX6200 | SETUP | All three nodes are now solid white and Wi‑Fi is operational; customer instructed to rename SSID and password in the app. | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 23:31:57+00:00 | 1.5 | INBOUND | MX4200 | ACCESS | None – call ended without agent interaction. | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 23:39:27+00:00 | 1.5 | INBOUND | MX4200 | ACCESS | None – call ended without agent interaction. | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 23:44:00+00:00 | 1.1 | OUTBOUND | MX4200 | ACCESS | No fix achieved. Issue remains unresolved. Customer advised to contact ISP for gateway diagnostics and test with Linksys mesh disconnected. | | [#LTS00131522](https://linksys.happyfox.com/staff/ticket/131522/) | 2026-05-30 01:13:35+00:00 | 1.2 | INBOUND | MX2000 | SETUP | No resolution achieved; customer advised to reinstall the app but no actionable next steps, escalation, or follow-up provided. | | [#LTS00131523](https://linksys.happyfox.com/staff/ticket/131523/) | 2026-05-30 01:57:45+00:00 | 2.3 | INBOUND | WHW03 | ACCESS | Agent offered to email detailed reset instructions, suggested paid on‐site support, and recommended a new router; no fix was confirmed. | | [#LTS00131527](https://linksys.happyfox.com/staff/ticket/131527/) | 2026-05-30 02:13:45+00:00 | 1.1 | INBOUND | MX20WH2 | CONNECTIVITY | Agent stated a technician would need to visit but did not schedule an appointment or provide self-help path. No resolution achieved. | | [#LTS00131509](https://linksys.happyfox.com/staff/ticket/131509/) | 2026-05-30 02:20:14+00:00 | 3.0 | INBOUND | MX6200 | SETUP | All three nodes are now solid white and Wi‑Fi is operational; customer instructed to rename SSID and password in the app. | | [#LTS00131341](https://linksys.happyfox.com/staff/ticket/131341/) | 2026-05-30 22:33:46+00:00 | 1.1 | INBOUND | LN3101 | CONNECTIVITY | Agent promised to email factory-reset instructions, but no real-time troubles