# trecia.malunjao@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 |
|---|---|---|---|---|---|
| 16 | 32m 6s | WHW03 | CONNECTIVITY | 16 | 1 |

---

## Scorecard

| Dimension | This Week | Calls Reviewed |
|---|---|---|
| Accuracy | 2.50 | 16 |
| Protocol | 1.80 | 16 |
| Communication | 2.10 | 16 |
| Overall | 2.40 | 16 |

*Scores reflect 16 calls reviewed this week (range: 1.4 – 3.0 overall).*

---

## This Week's Coverage

### Models Supported

| Model | Calls | Avg Score |
|---|---|---|
| WHW03 | 6 | 2.30 |
| SPNM60CF | 2 | 3.00 |
| MX5500 | 1 | 3.00 |
| EA7200 | 1 | 3.00 |
| VLP01 | 1 | 1.80 |
| SPNMX55GC | 1 | 1.40 |
| SPNMX56CF | 1 | 1.70 |
| SPNM60TB | 1 | 2.50 |
| LN1600 | 1 | 1.80 |

**Low performance on WHW03 and LN1600 calls** suggests a need for deeper familiarity with these models’ setup and troubleshooting flows.

### Problem Categories

| Category | Calls | Avg Score | Focus Area? |
|---|---|---|---|
| CONNECTIVITY | 13 | 2.20 | ✓ |
| ACCESS | 2 | 2.40 | ✓ |
| SETUP | 1 | 1.40 | ✓ |
| NO TROUBLESHOOTING NEEDED | 1 | 2.80 |  |

**Connectivity** remains the dominant category with room for improvement. Focus on strengthening protocol adherence and technical accuracy for these cases.

---

## What Went Well

### Correct reset guidance for WHW03

> Provided **correct** reset and pairing instructions for WHW03 (KB-aligned).

[#LTS00130852](https://linksys.happyfox.com/staff/ticket/130852/)

### Accurate SPNM60 password recovery

> Guided the customer to use the recovery key on the router label to reset the admin password [09:00–11:00], which is the correct procedure per KB (universal_web_browser_setup.md).

[#LTS00131031](https://linksys.happyfox.com/staff/ticket/131031/)

---

## Growth Opportunities

### Incorrect technical information on Wi‑Fi standards

> Incorrectly stated Wi‑Fi 5 supports up to 2 Gbps [12:00] (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi‑Fi 7 as current technology [11:00] (KB: Wi‑Fi 7 is not mainstream or supported on most Linksys consumer models).

[#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/)

**What “good” looks like:**  
- Reference exact KB limits when discussing speeds (e.g., “Wi‑Fi 5 on the 5 GHz band typically supports up to 866 Mbps”).  
- Clarify product compatibility before mentioning newer standards like Wi‑Fi 7.

### Protocol violations and incorrect reset guidance

> Failed to identify router model despite customer providing clear clues (SPNM62). Instructed 5‑press reset - not supported on SPNM62 (contradicts KB: universal_mesh_full_rebuild.md). Provided wrong default admin password 'admin' - SPNM62 uses unique label password (contradicts KB: led_cog_mesh_group_d_spnm60_62.md).

[#LTS00131197](https://linksys.happyfox.com/staff/ticket/131197/)

**What “good” looks like:**  
- Capture model and serial number within the first 2 minutes of the call.  
- Verify product family before giving reset or pairing instructions.  
- Use the unique label password for SPNM62 instead of assuming “admin”.

---

## Next Week's Focus

1. **Collect model/serial early:** Ask for model and serial number within the first 90 seconds of every call.  
2. **Validate product family before instructions:** Confirm whether the device is Cognitive Mesh (LN/MBE) or standard Velop (WHW/MX) before giving reset/pairing steps.  
3. **Reference KB limits for speeds:** When discussing Wi‑Fi speeds, quote exact KB-supported numbers and note band limitations.  
4. **Offer self‑help even for out‑of‑warranty cases:** Provide password‑recovery steps, factory‑reset guides, or paid‑support options when appropriate.

---

## Technical Accuracy

### **Improvement**
> Incorrectly stated Wi‑Fi 5 supports up to 2 Gbps (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi‑Fi 7 as current technology (KB: Wi‑Fi 7 is not mainstream or supported on most Linksys consumer models).

[#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/)

### **Improvement**
> Provided inaccurate LED interpretation: claimed nodes turned solid green ([10:00], [11:00]) when customer reported blinking red. Velop nodes show solid purple (ready) or solid white (online), not green (KB: led_cog_mesh_group_d_spnm60_62.md). Used incorrect admin URL for Velop: referenced myrouter.info ([33:00]), which is specific to SPNM60/62 (KB: linksys_now_login_admin.md).

[#LTS00130697](https://linksys.happyfox.com/staff/ticket/130697/)

### **Improvement**
> Incorrectly stated that expired warranty voids all technical support, including basic password‑retrieval guidance (contradicts KB: universal_web_browser_setup.md and adjacent_connecting_devices.md). Failed to provide standard password‑retrieval steps: checking device label, accessing http://myrouter.local, or performing a factory reset (KB: universal_web_browser_setup.md, adjacent_connecting_devices.md).

[#LTS00130727](https://linksys.happyfox.com/staff/ticket/130727/)

### **Improvement**
> Failed to identify router model despite customer providing clear clues (SPNM62). Instructed 5‑press reset - not supported on SPNM62 (contradicts KB: universal_mesh_full_rebuild.md). Provided wrong default admin password 'admin' - SPNM62 uses unique label password (contradicts KB: led_cog_mesh_group_d_spnm60_62.md). Guided customer to configure WAN as 'another Wi‑Fi network' - invalid configuration (contradicts KB: linksys_now_advanced_settings.md).

[#LTS00131197](https://linksys.happyfox.com/staff/ticket/131197/)

### **Improvement**
> Applied incorrect reset duration for extenders (20s instead of 10‑15s) [08:00] (contradicts universal_mesh_full_rebuild.md). Provided contradictory Wi‑Fi configuration guidance (WPA2/WPA3 mixed) that triggered security warnings and disconnected devices [45:00] (contradicts adjacent_smart_home_iot.md compatibility guidance). Did not verify that the Spectrum modem was active or that internet was working before proceeding [17:00] (contradicts universal_mesh_full_rebuild.md WAN verification steps).

[#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/)

### **Improvement**
> Provided materially incorrect technical information: claimed the router admin password is the same as the Wi‑Fi password [16:00], which is false for LN1600 (KB: default admin password is 'admin' or recovery key-based). Failed to identify correct product family (AX / Max‑Stream) despite model number, risking misapplication of troubleshooting steps (KB: LN1600 uses 5‑press pairing, not Pair button).

[#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/)

### **Improvement**
> Provided materially incorrect technical guidance: claimed a 'priority' feature would release in 2 hours via v19.6 beta ([24:00–25:00]), unsupported by KB. Directed customer to non‑existent 'CA Router setup' in web UI ([43:00–45:00]), contradicting KB guidance for SPNM models (http://myrouter.info).

[#LTS00131385](https://linksys.happyfox.com/staff/ticket/131385/)

---

## Coaching Moments

### **Strength**
> Guided the customer to use the recovery key on the router label to reset the admin password [09:00–11:00], which is the correct procedure per KB (universal_web_browser_setup.md).

[#LTS00131031](https://linksys.happyfox.com/staff/ticket/131031/)

### **Improvement**
> The customer reported a WHW03 child node with a solid red LED and offline status. The agent confirmed the device was out of warranty, offered paid support, and emailed a reset guide with correct instructions per the KB. However, no verification of fix was performed, and protocol/communication issues persisted.

[#LTS00130852](https://linksys.happyfox.com/staff/ticket/130852/)

### **Improvement**
> Customer with a Velop MX6203 reports intermittent internet loss. Agent attempted web UI login, disabled IPv6, and checked Wi‑Fi priority, but failed to verify WAN connectivity, perform a power cycle, or update firmware. No fix was confirmed; a ticket was created and emailed. Root cause not diagnosed.

[#LTS00034316](https://linksys.happyfox.com/staff/ticket/34316/)

### **Improvement**
> The customer reported a child mesh node (SPNM55) flashing red/blue and would not pair with the parent node. Agent provided incorrect UI instructions, misdiagnosed firmware features, and failed to resolve the issue despite multiple reset and pairing attempts.

[#LTS00131385](https://linksys.happyfox.com/staff/ticket/131385/)

---

## Escalation Lessons: What L2 Did

### [#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/) — Resolved by Level 2

| **What L1 saw** | **Why it escalated** | **What L2 did** | **Current state** | **L1 learning points** |
|---|---|---|---|---|
| LN1600 child node solid red, unable to pair after multiple resets. Customer on Community Fiber. | Repeated L1 attempts failed; L1 provided incorrect admin password guidance and misapplied 5‑press reset. | L2 verified firmware, confirmed WAN status, performed advanced diagnostics, and guided a full mesh rebuild using correct 5‑press pairing for LN1600. | Resolved. | 1. Confirm product family (LN1600 is Cognitive Mesh) before giving pairing instructions.<br>2. Verify WAN connectivity and modem status before troubleshooting mesh nodes.<br>3. Use the unique recovery key for admin password reset; never assume “admin” is default. |

---

## Coach Appendix

*This appendix is for internal coaching context only.*

- **Top trend:** Protocol violations dominate this week—model/serial collection delayed or omitted in 8/16 calls, leading to misapplied troubleshooting steps and unnecessary escalations.  
- **Key pattern:** Technical inaccuracies (Wi‑Fi standards, reset methods, password assumptions) caused confusion and eroded customer trust. Focus next week on KB verification before instruction delivery.  
- **Evidence highlighted:** Calls [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/), [#LTS00131197](https://linksys.happyfox.com/staff/ticket/131197/), and [#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/) illustrate the cascade from early protocol gaps to escalation.  

--- 

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) | 2026-05-25 09:38 | 1.8 | OUTBOUND | WHW03 | CONNECTIVITY | Callback set |
| [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) | 2026-05-25 10:11 | 3.0 | OUTBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved |
| [#LTS00130697](https://linksys.happyfox.com/staff/ticket/130697/) | 2026-05-25 10:44 | 1.6 | INBOUND | WHW03 | CONNECTIVITY | Abandoned |
| [#LTS00130727](https://linksys.happyfox.com/staff/ticket/130727/) | 2026-05-25 14:42 | 1.8 | INBOUND | VLP01 | ACCESS | Abandoned |
| [#LTS00130834](https://linksys.happyfox.com/staff/ticket/130834/) | 2026-05-26 10:04 | 3.0 | INBOUND | MX5500 | CONNECTIVITY | Pending |
| [#LTS00130846](https://linksys.happyfox.com/staff/ticket/130846/) | 2026-05-26 12:42 | 3.0 | INBOUND | EA7200 | CONNECTIVITY | Customer declined |
| [#LTS00130852](https://linksys.happyfox.com/staff/ticket/130852/) | 2026-05-26 13:03 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help |
| [#LTS00034316](https://linksys.happyfox.com/staff/ticket/34316/) | 2026-05-27 10:29 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | Closed with self-help |
| [#LTS00131020](https://linksys.happyfox.com/staff/ticket/131020/) | 2026-05-27 10:58 | 3.0 | INBOUND | SPNMX55CF | CONNECTIVITY | Abandoned |
| [#LTS00131021](https://linksys.happyfox.com/staff/ticket/131021/) | 2026-05-27 12:30 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help |
| [#LTS00131031](https://linksys.happyfox.com/staff/ticket/131031/) | 2026-05-27 13:20 | 3.0 | INBOUND | SPNM60CF | ACCESS | Fixed confirmed |
| [#LTS00131041](https://linksys.happyfox.com/staff/ticket/131041/) | 2026-05-27 14:21 | 2.5 | INBOUND | SPNM60CF | NO TROUBLESHOOTING NEEDED | Pending |
| [#LTS00131197](https://linksys.happyfox.com/staff/ticket/131197/) | 2026-05-28 10:12 | 1.7 | INBOUND | SPNMX56CF | CONNECTIVITY | Abandoned |
| [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-28 13:02 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Abandoned |
| [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-28 13:07 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Callback set |
| [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-28 13:18 | 1.4 | INBOUND | WHW03 | CONNECTIVITY | Abandoned |
| [#LTS00131223](https://linksys.happyfox.com/staff/ticket/131223/) | 2026-05-28 13:45 | 2.5 | INBOUND | SPNM60TB | CONNECTIVITY | Pending |
| [#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/) | 2026-05-29 08:29 | 1.8 | INBOUND | LN1600 | CONNECTIVITY | ↑ Escalated |
| [#LTS00131385](https://linksys.happyfox.com/staff/ticket/131385/) | 2026-05-29 10:59 | 1.4 | INBOUND | SPNMX55GC | SETUP | Pending |