# riogene.ladera@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 | |---|---|---|---|---|---| | 29 | 17m 36s | MX6200 | CONNECTIVITY | 29 | 2 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.30 | 29 | | Protocol | 1.70 | 29 | | Communication | 2.10 | 29 | | Overall | 2.20 | 29 | *Scores reflect a week of 29 calls reviewed. Overall scores ranged from 1.1 to 3.3.* --- ## This Week's Coverage ### Models Supported | Model | Calls | Avg Score | |---|---|---| | MX6200 | 4 | 2.30 | | WHW03 | 2 | 2.40 | | E8450 | 2 | 2.10 | | MX5500 | 2 | 1.60 | | MR7350 | 2 | 1.30 | | EA7500 | 1 | 3.00 | | MR6350 | 1 | 3.00 | | E5400 | 1 | 2.20 | | EA6900 | 1 | 1.80 | | E7350 | 1 | 1.30 | | EA9500 | 1 | 1.30 | | MX4200 | 2 | 2.40 | | WHW01 | 2 | 2.20 | | E2500 | 2 | 1.50 | | WRT3200ACM | 1 | 3.00 | | MX2000 | 2 | 2.30 | **Low performance on MX5500 and MR7350 calls** suggests a need for deeper familiarization with these models’ troubleshooting flows, especially around connectivity and hardware issues. ### Problem Categories | Category | Calls | Avg Score | Focus Area? | |---|---|---|---| | CONNECTIVITY | 13 | 2.00 | ✓ | | SETUP | 8 | 2.30 | | | ACCESS | 4 | 2.10 | | | CONFIGURATION | 3 | 2.00 | ✓ | | HARDWARE | 1 | 3.00 | | **Connectivity and Configuration** are the primary focus areas this week. Lower scores here point to opportunities in diagnostic precision and guided self-help. --- ## What Went Well ### Effective Mesh Node Pairing > “Okay, I’m going to press the pair button five times on the parent node now.” > *[#LTS00131430](https://linksys.happyfox.com/staff/ticket/131430/)* The agent correctly applied the 5-press pairing method for MX6200 mesh nodes, achieving solid white LED status and confirming successful re-association. This demonstrates strong product-specific procedural knowledge. ### Clear Communication of Warranty Status > “I can confirm that your device is out of warranty, so we’ll proceed with paid support options.” > *[#LTS00084558](https://linksys.happyfox.com/staff/ticket/84558/)* The agent consistently and accurately communicated warranty status and support options without misrepresentation, aligning with policy and managing customer expectations effectively. --- ## Growth Opportunities ### Incorrect Technical Guidance on Reset Procedures > “Hold the reset button for about 20 seconds.” > *[#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/)* **What better looks like:** - **Verify model-specific reset durations** before instructing customers (e.g., MX6200 requires ~15 seconds, not 20). - **Confirm LED behavior** after reset (e.g., bright red → solid white) to validate success. - **Cross-check KB articles** for exact steps to avoid over/under-resetting. ### Failure to Perform Basic Troubleshooting > “I didn’t check the WAN cable or LED status before suggesting a paid session.” > *[#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/)* **What better looks like:** - **Start every connectivity call** with a quick WAN/LED check: “Is the WAN cable plugged in? What color is the WAN LED?” - **Guide customers through power-cycling** the modem and router before escalating. - **Use the “quick triage” checklist** (power, cable, LED, reboot) to rule out simple fixes early. --- ## Next Week's Focus 1. **Master Model-Specific Reset Times** – Review KB for reset durations on MX, WHW, EA, and MR families; keep a quick reference handy. 2. **Adopt a Triage Checklist** – For every connectivity call, run through power, cable, LED, and reboot steps *before* discussing paid support. 3. **Improve Call Control** – Reduce silences by preparing concise next-step prompts (e.g., “Next, let’s check the WAN LED—what color is it?”). 4. **Validate Self-Help Paths** – When offering emails or guides, confirm content covers the exact issue (e.g., include LED interpretation, reset timing). --- ## Technical Accuracy ### **Improvement** > Incorrect reset duration guidance (20 seconds) provided for MX6200; correct duration is 15 seconds per KB. > *[#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/)* ### **Improvement** > Provided materially inaccurate technical specification about router capabilities (e.g., false Wi‑Fi 7 claims, non-existent products). > *[#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/)* ### **Improvement** > Stated that internet connectivity is required to access the router’s local web interface, contradicting basic networking principles and KB guidance. > *[#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/)* --- ## Coaching Moments ### **Strength** > “I’ll press the pair button five times on the parent node now.” > *[#LTS00131430](https://linksys.happyfox.com/staff/ticket/131430/)* *The agent applied the correct 5-press pairing sequence for MX6200 mesh recovery, resulting in a solid white LED and confirmed connectivity.* ### **Improvement** > “The Linksys app is no longer available for setup.” > *[#LTS00131314](https://linksys.happyfox.com/staff/ticket/131314/)* *This contradicts KB guidance—the Linksys app remains fully functional for MX62 setup. Accurate information prevents customer confusion and unnecessary workarounds.* --- ## Escalation Lessons: What L2 Did ### [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) — Resolved by Level 2 - **What L1 saw:** Customer reported solid red LEDs on all WHW01 nodes after a power outage; internet was down. L1 performed minimal troubleshooting (power-cycled nodes, asked about reset) and promised email steps without confirming resolution. - **Why it escalated:** L1 failed to recognize the red LED state as a clear hardware/firmware issue and offered only vague next steps, exceeding escalation thresholds. - **What L2 did:** L2 verified hardware status, confirmed the nodes were out of warranty, and processed a return for a potentially defective unit. They also provided clear expectations and documented the case for future reference. - **Current state:** Resolved via return process. - **L1 learning points:** 1. **Interpret LED states:** Solid red on WHW01 often indicates a firmware or hardware fault—escalate early if basic resets fail. 2. **Gather serial/firmware info:** Collect model, serial, and firmware version before escalation to speed L2 diagnosis. 3. **Set clear expectations:** If hardware is suspected, explain return options upfront rather than promising uncertain email fixes. ### [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) — Pending with Level 2 - **What L1 saw:** MX6200 parent node stuck in blinking blue LED; customer unable to stabilize. L1 performed multiple resets and an unsupported 5-press sequence without verifying WAN connectivity or collecting serial/warranty data. - **Why it escalated:** L1 exhausted basic troubleshooting without confirming WAN status or gathering essential case details, triggering escalation. - **What L2 did:** L2 reviewed the case, noted the missing serial/warranty info, and requested customer return for potential hardware replacement. They also documented the need for improved L1 diagnostics. - **Current state:** Pending – awaiting customer return. - **L1 learning points:** 1. **Verify WAN first:** Always check modem/WAN cable and LED before resetting mesh nodes. 2. **Collect serial/warranty data:** This is critical for escalation and return processing. 3. **Use model-specific KB:** MX6200 does not support 5-press reset for recovery—refer to KB for correct procedures. --- ## Coach Appendix **Weekly Trend:** A recurring pattern of inaccurate technical guidance (reset durations, product capabilities) and insufficient basic troubleshooting before escalation. Focus next week on tightening protocol adherence—especially model-specific reset steps and WAN/LED checks—and validating self-help resources before offering paid support. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) | 2026-05-26 | 3.00 | INBOUND | EA7500 | CONNECTIVITY | ✓ Resolved | | [#LTS00130916](https://linksys.happyfox.com/staff/ticket/130916/) | 2026-05-26 | 3.00 | INBOUND | MR6350 | CONFIGURATION | ✓ Resolved | | [#LTS00130920](https://linksys.happyfox.com/staff/ticket/130920/) | 2026-05-26 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | ✓ Resolved | | [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) | 2026-05-26 | 1.50 | INBOUND | WHW01 | CONNECTIVITY | ↑ Escalated | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-26 | 3.00 | INBOUND | MX6200 | HARDWARE | ↑ Escalated | | [#LTS00131047](https://linksys.happyfox.com/staff/ticket/131047/) | 2026-05-27 | 2.20 | INBOUND | E5400 | ACCESS | ✓ Likely resolved | | [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) | 2026-05-27 | 1.40 | INBOUND | MX5500 | CONNECTIVITY | ↑ Escalated | | [#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/) | 2026-05-27 | 1.40 | INBOUND | MR7350 | CONNECTIVITY | ⏳ Pending | | [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) | 2026-05-27 | 3.00 | OUTBOUND | MX6200 | SETUP | ✓ Likely resolved | | [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) | 2026-05-27 | 1.80 | INBOUND | EA6900 | CONNECTIVITY | ↑ Escalated | | [#LTS00109388](https://linksys.happyfox.com/staff/ticket/109388/) | 2026-05-27 | 1.30 | INBOUND | E7350 | SETUP | ↑ Escalated | | [#LTS00131101](https://linksys.happyfox.com/staff/ticket/131101/) | 2026-05-27 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131234](https://linksys.happyfox.com/staff/ticket/131234/) | 2026-05-28 | — | INBOUND | WHW03 | SETUP | — | | [#LTS00131261](https://linksys.happyfox.com/staff/ticket/131261/) | 2026-05-28 | 3.00 | INBOUND | E8450 | SETUP | ↑ Escalated | | [#LTS00131276](https://linksys.happyfox.com/staff/ticket/131276/) | 2026-05-28 | 1.50 | INBOUND | WHW03 | CONFIGURATION | ↑ Escalated | | [#LTS00131281](https://linksys.happyfox.com/staff/ticket/131281/) | 2026-05-28 | 1.20 | INBOUND | MR7350 | SETUP | ↑ Escalated | | [#LTS00131296](https://linksys.happyfox.com/staff/ticket/131296/) | 2026-05-28 | 3.00 | INBOUND | WRT3200ACM | ACCESS | ✓ Resolved | | [#LTS00131307](https://linksys.happyfox.com/staff/ticket/131307/) | 2026-05-28 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | ↑ Escalated | | [#LTS00131314](https://linksys.happyfox.com/staff/ticket/131314/) | 2026-05-28 | 1.40 | INBOUND | MX6200 | SETUP | ↑ Escalated | | [#LTS00131318](https://linksys.happyfox.com/staff/ticket/131318/) | 2026-05-28 | 1.80 | INBOUND | WRT310N | SETUP | ↑ Escalated | | [#LTS00131322](https://linksys.happyfox.com/staff/ticket/131322/) | 2026-05-28 | 3.00 | INBOUND | E2500 | ACCESS | ✓ Resolved | | [#LTS00084558](https://linksys.happyfox.com/staff/ticket/84558/) | 2026-05-28 | 3.30 | INBOUND | MX2000 | CONFIGURATION | ✓ Resolved | | [#LTS00131423](https://linksys.happyfox.com/staff/ticket/131423/) | 2026-05-29 | 1.30 | INBOUND | E2500 | CONNECTIVITY | ↑ Escalated | | [#LTS00131430](https://linksys.happyfox.com/staff/ticket/131430/) | 2026-05-29 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131467](https://linksys.happyfox.com/staff/ticket/131467/) | 2026-05-29 | 1.20 | INBOUND | E8450 | SETUP | ↑ Escalated | | [#LTS00131481](https://linksys.happyfox.com/staff/ticket/131481/) | 2026-05-29 | 3.00 | INBOUND | MX4200 | SETUP | ✓ Resolved | | [#LTS00103439](https://linksys.happyfox.com/staff/ticket/103439/) | 2026-05-29 | 3.00 | INBOUND | MX2000 | CONNECTIVITY | ✓ Resolved | | [#GI00131498](https://linksys.happyfox.com/staff/ticket/131498/) | 2026-05-29 | 1.30 | INBOUND | MRML191 | CONFIGURATION | ⏳ Pending |