# 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 | |---|---|---|---|---|---| | 32 | 17m 3s | MX6200 | CONNECTIVITY | 32 | 3 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.34 | 32 | | Protocol | 1.75 | 32 | | Communication | 2.25 | 32 | | Overall | 2.41 | 32 | *Scores reflect a balanced review of 32 calls. Overall range: 1.3 – 3.5.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX6200 | 8 | 2.31 | | WHW03 | 5 | 2.44 | | EA6350 | 2 | 2.50 | | RE6350 | 3 | 2.00 | | MR7350 | 2 | 2.20 | **Key pattern:** Lower scores on **MX6200** and **RE6350** calls suggest a need for deeper familiarity with mesh troubleshooting flows and extender-specific diagnostics. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 15 | 2.20 | ✓ | | SETUP | 13 | 2.54 | | | ACCESS | 2 | 2.70 | | | HARDWARE | 1 | 1.40 | ✓ | **Connectivity focus:** The lower average score (2.20) for connectivity issues points to inconsistencies in LED interpretation, reset procedures, and WAN verification. Prioritize refining these skills to improve outcomes. **Hardware focus:** The single hardware call scored low (1.40), indicating a need for clearer escalation paths and more precise model-specific guidance. --- ## 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/)* You correctly identified the **EA6500** model early in the call, which is essential for determining support eligibility and appropriate troubleshooting steps. ### Effective Use of App-Based Troubleshooting > “I’m on the app…” > *[#LTS00130978](https://linksys.happyfox.com/staff/ticket/130978/)* When guiding the customer through node pairing on the **MX4200**, you leveraged the Linksys app to verify node status and confirm resolution—demonstrating strong use of modern tools. ### Clear Communication of Next Steps > “All mesh nodes are now online and Wi‑Fi connectivity is restored.” > *[#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/)* You provided a concise, actionable summary at the end of the call, ensuring the customer understood the outcome and next steps. --- ## Growth Opportunities ### Refine Reset Procedures and LED Interpretation > “I performed a 5‑press reset on the parent node…” > *[#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/)* **What to improve:** - **Reset duration:** For **MX6200**, the KB recommends a ~15‑second hold, not 30 seconds. - **LED meaning:** Solid purple on MX series indicates “ready for setup,” not “pairing.” **Next step:** Review the **universal_mesh_full_rebuild.md** KB article and practice the correct reset timing and LED expectations for each model. ### Consistent Collection of Serial Numbers and Warranty Status > “Can I have the serial number of the um that's a new child node, right?” > *[#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/)* **What to improve:** - Always ask for the **serial number** and **warranty status** before proceeding with hardware troubleshooting. - Use the serial number to verify eligibility for in‑warranty support or to initiate an RMA if needed. **Next step:** Add a quick checklist at the start of each call: model, serial, ISP, and warranty status. --- ## Next Week's Focus 1. **Practice model‑specific reset procedures** — memorize the exact duration and LED indicators for MX, WHW, EA, and RE series. 2. **Implement a serial‑number capture routine** — ask for it early, verify it, and log it in HappyFox before proceeding. 3. **Refine connectivity diagnostics** — ensure WAN/ISP status is confirmed before resetting or re‑configuring nodes. 4. **Use the Linksys app as a primary verification tool** — especially for mesh node status and firmware updates. --- ## Technical Accuracy ### **Improvement** > *Incorrect reset duration provided for MX6200 model, contradicting KB guidance.* > *[#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/)* The agent instructed a 30‑second reset for MX6200, while the KB specifies ~15 seconds. This can lead to unnecessary stress on the device and confusion for the customer. ### **Improvement** > *Agent misinterpreted LED states during node pairing, leading to customer confusion.* > *[#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/)* The agent claimed MX6200 should show steady purple during pairing, but the correct indicator is solid blue. Misinterpreting LEDs can delay resolution and erode trust. ### **Improvement** > *Incorrect admin URL provided, leading to failed access attempts.* > *[#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/)* The agent used `myrouter.info` for MX series, which is invalid. The correct URLs are `[REDACTED_PHONE]` or `myrouter.local`. ### **Improvement** > *Provided factually inaccurate support lifecycle information, misleading the customer.* > *[#LTS00130946](https://linksys.happyfox.com/staff/ticket/130946/)* The agent claimed EA‑2500 support ended in July 2022, which is not documented in KB. This undermines credibility and confuses customers about their support options. ### **Improvement** > *Incorrect pairing method advised, contradicting KB guidance for WHW03 model.* > *[#LTS00131329](https://linksys.happyfox.com/staff/ticket/131329/)* The agent recommended a 5‑press reset for WHW03, which is unsupported. WHW series requires app‑based pairing or the physical Pair button. --- ## Coaching Moments ### **Strength** > “I was able to pull up a record that that is associated with your phone number.” > *[#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/)* You efficiently located the customer’s account using their phone number, which helped streamline the support process. ### **Improvement** > “Did the customer run the setup? [Yes - NO] If yes, how did the customer proceeded with setup? [WEB INTERFACE - LINKSYS APP]” > *[#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/)* This line shows a missed opportunity to verify the customer’s setup method and address potential missteps early. ### **Improvement** > “I would like to escalate this case for further troubleshooting per CAT Paolo E approval.” > *[#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/)* While escalation is appropriate, ensure you document all pre‑escalation steps clearly in the ticket to provide context for L2 support. --- ## 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** | Issue persisted after L1 reset and DNS changes; L2 was needed for deeper diagnostics. | | **What L2 did** | Verified WAN connectivity, performed a full mesh rebuild, and confirmed firmware consistency across nodes. | | **Current state** | Resolved after L2-guided mesh rebuild and firmware sync. | | **L1 learning points** | 1. Always confirm WAN/ISP status before resetting mesh nodes.
2. Use the 5‑press reset **only** on supported models (e.g., MX6200, not WHW03).
3. Document LED states and firmware versions before and after resets. | ### [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | Unable to access some websites on EA7450; extender worked fine. | | **Why it escalated** | L1 could not isolate the issue to DNS, firewall, or WAN; L2 expertise was required. | | **What L2 did** | Ran advanced connectivity tests, adjusted firewall rules, and verified ISP DNS settings. | | **Current state** | Resolved after L2‑guided firewall and DNS adjustments. | | **L1 learning points** | 1. When main Wi‑Fi fails but extender works, check firewall and DNS first.
2. Use `ipconfig /flushdns` and `netsh int ip reset` on the client device.
3. Document all changes made during troubleshooting for L2 handoff. | ### [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) — Resolved by Level 2 | Aspect | Details | |---|---| | **What L1 saw** | RE6350 extender showed “no internet” after reset; laptop couldn’t connect. | | **Why it escalated** | L1 reset instructions were incorrect, and the issue persisted across devices. | | **What L2 did** | Performed a proper 10‑second reset, verified extender LED states, and guided manual setup via `extender.linksys.com`. | | **Current state** | Resolved after correct reset and manual setup. | | **L1 learning points** | 1. RE6350 requires a **10‑second** reset, not 30 seconds.
2. Use `extender.linksys.com` for manual setup, not the main router UI.
3. Confirm extender LED is solid green before proceeding. | --- ## Coach Appendix **Weekly trend:** The most common technical gaps involve **reset procedures** and **LED interpretation**, especially for MX and WHW series. These inaccuracies lead to prolonged call times and reduced resolution rates. **Next coaching focus:** - Conduct a short refresher on **model‑specific reset durations** and **LED meanings**. - Practice **serial‑number capture** and **warranty verification** as a standard opening routine. - Review **escalation documentation** to ensure L2 handoffs include all relevant steps and observations. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130751](https://linksys.happyfox.com/staff/ticket/130751/) | 2026‑05‑25 | 3.00 | INBOUND | EA6500 | CONNECTIVITY | ✓ Resolved | | [#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/) | 2026‑05‑25 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) | 2026‑05‑25 | 1.30 | INBOUND | MX6200 | SETUP | ↑ Escalated | | [#LTS00130892](https://linksys.happyfox.com/staff/ticket/130892/) | 2026‑05‑26 | 3.00 | INBOUND | EA6350 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130946](https://linksys.happyfox.com/staff/ticket/130946/) | 2026‑05‑26 | 3.00 | INBOUND | E2500 | SETUP | ✓ Likely resolved | | [#LTS00130955](https://linksys.happyfox.com/staff/ticket/130955/) | 2026‑05‑26 | 3.00 | INBOUND | EA6350 | CONNECTIVITY | ✓ Resolved | | [#LTS00130964](https://linksys.happyfox.com/staff/ticket/130964/) | 2026‑05‑26 | 3.00 | INBOUND | WHW03 | SETUP | ✓ Likely resolved | | [#LTS00130978](https://linksys.happyfox.com/staff/ticket/130978/) | 2026‑05‑26 | 3.00 | INBOUND | MX4200 | SETUP | ✓ Resolved | | [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) | 2026‑05‑27 | 3.00 | INBOUND | MR7500 | SETUP | ✓ Likely resolved | | [#LTS00131054](https://linksys.happyfox.com/staff/ticket/131054/) | 2026‑05‑27 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00131065](https://linksys.happyfox.com/staff/ticket/131065/) | 2026‑05‑27 | 2.80 | INBOUND | EA9300 | SETUP | Callback set | | [#LTS00131070](https://linksys.happyfox.com/staff/ticket/131070/) | 2026‑05‑27 | 3.00 | INBOUND | MX6200 | SETUP | ✓ Likely resolved | | [#LTS00131098](https://linksys.happyfox.com/staff/ticket/131098/) | 2026‑05‑27 | 3.00 | INBOUND | WHW01 | SETUP | ✓ Likely resolved | | [#LTS00131103](https://linksys.happyfox.com/staff/ticket/131103/) | 2026‑05‑27 | 3.00 | INBOUND | MR20MS | SETUP | ✓ Resolved | | [#LTS00025493](https://linksys.happyfox.com/staff/ticket/25493/) | 2026‑05‑28 | 1.40 | INBOUND | MX4200 | CONNECTIVITY | Abandoned | | [#LTS00131258](https://linksys.happyfox.com/staff/ticket/131258/) | 2026‑05‑28 | 1.80 | INBOUND | WHW03 | SETUP | Abandoned | | [#LTS00131245](https://linksys.happyfox.com/staff/ticket/131245/) | 2026‑05‑28 | 3.00 | INBOUND | MX8500 | CONNECTIVITY | Pending | | [#LTS00131217](https://linksys.happyfox.com/staff/ticket/131217/) | 2026‑05‑28 | 2.80 | INBOUND | MR7350 | SETUP | Callback set | | [#LTS00131340](https://linksys.happyfox.com/staff/ticket/131340/) | 2026‑05‑28 | 2.60 | INBOUND | MX2000 | ACCESS | Pending | | [#LTS00131329](https://linksys.happyfox.com/staff/ticket/131329/) | 2026‑05‑28 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | Pending | | [#LTS00131335](https://linksys.happyfox.com/staff/ticket/131335/) | 2026‑05‑28 | 1.70 | INBOUND | VLP01 | CONNECTIVITY | Pending | | [#LTS00131340](https://linksys.happyfox.com/staff/ticket/131340/) | 2026‑05‑28 | 3.50 | INBOUND | MX2000 | ACCESS | ✓ Resolved | | [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) | 2026‑05‑29 | 1.70 | INBOUND | RE6350 | CONNECTIVITY | Abandoned | | [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) | 2026‑05‑29 | 3.00 | OUTBOUND | RE6350 | CONNECTIVITY | Pending | | [#LTS00131456](https://linksys.happyfox.com/staff/ticket/131456/) | 2026‑05-29 | 3.00 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#GI00131490](https://linksys.happyfox.com/staff/ticket/131490/) | 2026‑05‑29 | 1.40 | INBOUND | MBE7000 | HARDWARE | Abandoned | | [#LTS00131494](https://linksys.happyfox.com/staff/ticket/131494/) | 2026‑05-29 | 3.50 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00131506](https://linksys.happyfox.com/staff/ticket/131506/) | 2026‑05-29 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | Callback set | | [#LTS00131510](https://linksys.happyfox.com/staff/ticket/131510/) | 2026‑05-29 | 1.80 | INBOUND | MR20MS | SETUP | Callback set |