# albertdominic.roa@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 | |---|---|---|---|---|---| | 8 | 23m 42s | MX4200 | CONNECTIVITY | 8 | 6 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |-------------|-----------|----------------| | Accuracy | 2.88 | 8 | | Protocol | 1.75 | 8 | | Communication | 2.00 | 8 | | Overall | 2.41 | 8 | *Scores reflect the range of performance observed across 8 calls reviewed. The agent’s overall score averaged **2.41** (lowest: **1.00**, highest: **4.20**).* --- ## Where Time Goes ### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---------|-------|-----------------|-------------|--------------|--------------|-------------------| | WHW03 | 1 | 94m 19s | 2.80 | 3.00 | 3.00 | 3.00 | | MX4200 | 3 | 23m 13s | 2.10 | 3.33 | 1.33 | 2.00 | | MX6200 | 1 | 18m 18s | 3.00 | 2.00 | 1.00 | 2.00 | | MR2000 | 1 | 9m 12s | 1.00 | 1.00 | 1.00 | 1.00 | | WRT3200ACM | 1 | 10m 18s | 3.00 | 5.00 | 1.00 | 2.00 | | MX2000 | 1 | 7m 42s | 1.50 | 5.00 | 1.00 | 3.00 | **Key Observations** - **WHW03** took significantly longer (94m 19s) due to complex mesh troubleshooting. - **MX4200** calls averaged 23m 13s with mixed scores, indicating room for efficiency gains. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |----------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | CONNECTIVITY | 4 | 32m 15s | 2.08 | 3.75 | 1.25 | 2.25 | ✓ | | SETUP | 3 | 21m 00s | 1.93 | 2.33 | 1.33 | 1.67 | ✓ | | GENERAL INQUIRY| 1 | 8m 00s | 4.20 | 5.00 | 4.00 | 2.00 | | **Focus Areas** - **CONNECTIVITY**: Long handle times and low protocol scores suggest missed opportunities for KB-guided self-help or quicker triage. - **SETUP**: Low overall and accuracy scores highlight needs for clearer account-verification steps and reduced premature escalations. --- ## Week-over-Week Movement - **Call Volume**: Increased from **2** calls last week to **8** this week. - **No prior-week score or handle-time deltas** were available for comparison. --- ## What Went Well ### Strength: Email Delivery Resolution > **Evidence**: Persisted until email delivery was confirmed. > **Call**: [#RR00098345](https://linksys.happyfox.com/staff/ticket/98345/) > > *“You data, you should receive it any minute now. Yes, I actually got it correctly. Uh, but let me just, um, spell it out, right back to you, okay?”* ### Strength: Technical Troubleshooting Guidance > **Evidence**: Successfully guided customer through 5-press pairing method, which is valid for WHW03 mesh recovery. > **Call**: [#LTS00131508](https://linksys.happyfox.com/staff/ticket/131508/) > > *“Let me just create a record for this. May I ask the model number and serial number of your parent node? What’s the color of the light of the Parent Node mode?”* --- ## Growth Opportunities ### Improvement: Verify Account Changes Before Confirmation > **Evidence**: Falsely claimed the email change was already completed without system verification or customer confirmation, leading to unresolved login issues. > **Call**: [#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/) > **Next Step**: Always **confirm account changes in the system** and **validate with the customer** before closing. Example: > - *“I’ll check the system now—one moment. [Pauses] I see the email address has been updated to [REDACTED]. Can you confirm this is correct?”* ### Improvement: Perform Basic Troubleshooting Before Escalation > **Evidence**: No troubleshooting steps offered for a red-light mesh node—KB clearly indicates red LED requires action (e.g., reset, reposition, or re-pair). > **Call**: [#TE00059604](https://linksys.happyfox.com/staff/ticket/59604/) > **Next Step**: **Always attempt KB-recommended steps** (reset, power cycle, LED interpretation) before escalating. Example: > - *“Let’s try a factory reset: hold the reset button for 20 seconds, then wait for the node to reboot. If the LED remains red, we’ll escalate.”* --- ## Next Week's Focus 1. **Double-Check Account Updates** - Verify all account changes (email, password) in the system and with the customer before closing. 2. **KB-First Troubleshooting** - For red-light nodes, start with a factory reset and LED-guided steps before escalating. 3. **Clear Escalation Criteria** - Only escalate after attempting at least **two basic troubleshooting steps** and documenting results. 4. **Active Listening in SETUP Calls** - Ask clarifying questions (model, serial, symptom timeline) early to avoid misdiagnosis. --- ## Technical Accuracy ### **Improvement** > Agent falsely claimed the email change was completed without verification, leading to customer confusion and unresolved login issues. > **Call**: [#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/) ### **Improvement** > Agent failed to perform basic troubleshooting for a red-light mesh node, missing critical steps outlined in the KB. > **Call**: [#TE00059604](https://linksys.happyfox.com/staff/ticket/59604/) ### **Improvement** > Agent provided an invalid and fabricated IP address, leading to customer confusion and no resolution. > **Call**: [#LTS00090234](https://linksys.happyfox.com/staff/ticket/90234/) ### **Strength** > Correctly guided the customer through the 5-press pairing method for WHW03 mesh recovery, aligning with KB guidance. > **Call**: [#LTS00131508](https://linksys.happyfox.com/staff/ticket/131508/) --- ## Escalation Lessons: What L2 Did ### [#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/) — Resolved by Level 2 - **What L1 Saw**: Customer requested email change on Linksys account; L1 falsely claimed it was already completed. - **Why It Escalated**: L1 provided misleading information without verification, leaving login issues unresolved. - **What L2 Did**: Verified the email change in the system, guided the customer through password reset, and confirmed successful login. - **L1 Learning Points**: 1. **Always verify account changes** in the system before confirming to the customer. 2. **Never assume changes are complete**—validate with the customer and document steps taken. ### [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) — Resolved by Level 2 - **What L1 Saw**: Customer couldn’t access router after enabling bridge mode; solid purple LED. - **Why It Escalated**: L1 skipped basic troubleshooting (reset, access methods) and escalated prematurely. - **What L2 Did**: Performed advanced diagnostics, reconfigured the router, and restored connectivity. - **L1 Learning Points**: 1. **Attempt a factory reset** before escalation for unresponsive routers. 2. **Guide customers through access methods** (myrouter.local, [REDACTED_PHONE]) before escalating. --- ## Coach Appendix **Weekly Trend**: High escalation rate (6 of 8 calls) driven by incomplete troubleshooting and account-verification gaps. **Key Focus**: Build confidence in basic troubleshooting and system validation to reduce escalations. **Recurring Pattern**: Premature escalation in **CONNECTIVITY** and **SETUP** categories after minimal triage. **Action**: Use KB checklists for red-light nodes and account changes to ensure thorough first-contact resolution. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#RR00098345](https://linksys.happyfox.com/staff/ticket/98345/) | 2026-05-25 | 4.20 | OUTBOUND | — | GENERAL INQUIRY | ✓ Resolved | | [#TE00122564](https://linksys.happyfox.com/staff/ticket/122564/) | 2026-05-26 | 3.00 | INBOUND | MX6200 | SETUP | ⚠ Closed incorrectly | | [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) | 2026-05-26 | 1.00 | INBOUND | MR2000 | SETUP | ↑ Escalated | | [#TE00059604](https://linksys.happyfox.com/staff/ticket/59604/) | 2026-05-28 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | ⏳ Pending | | [#LTS00090234](https://linksys.happyfox.com/staff/ticket/90234/) | 2026-05-29 | 1.80 | INBOUND | MX4200 | SETUP | ↑ Escalated | | [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) | 2026-05-29 | 3.00 | INBOUND | WRT3200ACM | CONNECTIVITY | ↻ Callback set | | [#LTS00131508](https://linksys.happyfox.com/staff/ticket/131508/) | 2026-05-29 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#TE00130759](https://linksys.happyfox.com/staff/ticket/130759/) | 2026-05-29 | 1.50 | INBOUND | MX2000 | CONNECTIVITY | ↻ Callback set |