# dorothybelle.oraiz@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 | |---|---|---|---|---|---| | 22 | 24m 03s | WHW03 | CONNECTIVITY | 22 | 1 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |-------------|-----------|----------------| | Accuracy | 2.70 | 22 | | Protocol | 1.80 | 22 | | Communication | 2.10 | 22 | | Overall | 2.50 | 22 | *22 calls reviewed. Overall score range: 1.1 – 3.4.* --- ## Where Time Goes ### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---------|-------|-----------------|-------------|--------------|--------------|-------------------| | MX4200 | 4 | 50m 41s | 2.10 | 1.80 | 1.50 | 2.30 | | MX8500 | 2 | 48m 01s | 2.00 | 2.00 | 1.50 | 2.00 | | WHW03 | 5 | 34m 30s | 2.60 | 2.40 | 1.80 | 2.20 | | MR6350 | 2 | 17m 19s | 2.00 | 2.00 | 1.50 | 2.50 | | EA6400 | 2 | 06m 26s | 3.00 | 4.00 | 2.00 | 2.00 | **Key Observations** **MX4200** and **MX8500** dominate handle time and correlate with lower accuracy/protocol scores. These models require focused training on model-specific troubleshooting to reduce time and improve outcomes. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |--------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | CONNECTIVITY | 14 | 30m 12s | 2.40 | 2.40 | 1.80 | 2.10 | ✓ | | SETUP | 6 | 23m 56s | 2.30 | 2.50 | 1.70 | 2.00 | ✓ | | ACCESS | 2 | 78m 07s | 1.50 | 1.00 | 1.50 | 2.00 | ✓ | **Drill-Down Insights** - **CONNECTIVITY** issues (e.g., IP conflicts, mesh re-pairing) drive long handles. Reinforce LED interpretation and WAN diagnostics. - **SETUP** calls (e.g., mesh node addition) benefit from standardized reset/re-pair workflows and model-specific guidance. - **ACCESS** cases (e.g., app linking failures) need improved warranty verification and self-help path clarity. --- ## Week-over-Week Movement *No prior-week comparison data provided.* --- ## What Went Well ### Accurate Model Identification The agent consistently identified product models early in calls, enabling appropriate troubleshooting paths. ### Clear Paid Support Explanation When paid support was necessary, the agent clearly communicated terms, cost, and session limits, aligning with business policy and setting accurate expectations. --- ## Growth Opportunities ### Correct Reset Procedures **Improvement**: Instructed a 20-second reset hold (e.g., *[00:18–00:50]*), but Velop requires **10 seconds** per KB. The 5-press pairing method was also used, which is **not supported** for Velop (WHW/MX/MR) nodes. **Next Step**: Use **10-second factory resets** for Velop devices and confirm model compatibility before issuing pairing instructions. ### Avoid Premature Paid Support Offers **Improvement**: Paid support was offered before exhausting free troubleshooting (e.g., basic diagnostics, model-specific resets). **Next Step**: Guide customers through at least **two verified free steps** (e.g., power cycle, LED check) before escalating to paid support. --- ## Next Week's Focus 1. **Verify Model & Warranty First** – Collect model/serial number and confirm warranty status before any troubleshooting or paid support offer. 2. **Standardize Reset Workflow** – For Velop devices, hold reset button for **10 seconds** (not 20) and avoid 5-press pairing. 3. **Validate LED States** – Reinforce that solid white (not green) indicates successful mesh connection on Velop nodes. 4. **Document & Escalate Early** – For complex cases, document steps taken and escalate to Level 2 with clear context (e.g., “Customer unable to access admin UI after power outage”). --- ## Technical Accuracy **Improvement** - Incorrect reset duration: instructed 20-second hold (at [20:00]), but Velop requires 10–15 seconds. *[#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/)* **Improvement** - Used 5-press pairing method, which is not supported for Velop (WHW/MX/MR) nodes per KB. *[#LTS00117148](https://linksys.happyfox.com/staff/ticket/117148/)* **Improvement** - Provided factually incorrect LED guidance: stated solid green means connected, but KB specifies solid white for successful mesh connection on Velop nodes. *[#LTS00081570](https://linksys.happyfox.com/staff/ticket/81570/)* **Improvement** - Gave irrelevant mesh-router setup instructions for a standalone MR6350 setup. *[#LTS00131165](https://linksys.happyfox.com/staff/ticket/131165/)* **Improvement** - Incorrect reset duration: instructed 20-second hold, but Velop requires 10 seconds per KB. *[#LTS00131133](https://linksys.happyfox.com/staff/ticket/131133/)* --- ## Escalation Lessons: What L2 Did ### [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) — Resolved by Level 2 | **What L1 Saw** | **Why it Escalated** | **What L2 Did** | **Current State** | **L1 Learning Points** | |-----------------|----------------------|-----------------|-------------------|------------------------| | Customer unable to access personal website via Linksys MX4200 mesh; works via ISP router. Intermittent hangs/slow loads. L1 performed 20-second reset and 5-press pairing (invalid for MX4200). | Invalid troubleshooting (unsupported pairing/reset) and incomplete diagnostics. L1 failed to isolate WAN vs. mesh issues. | L2 verified WAN connectivity, confirmed ISP handoff, and guided customer through **10-second factory reset** and **web UI reconfiguration** (myrouter.local). Validated solid blue LEDs and functional internet access post-reset. | **Resolved** – Customer confirmed website access restored via Linksys mesh. | 1. **Collect model/serial/firmware** before troubleshooting.
2. Use **10-second reset** for MX4200; **avoid 5-press pairing**.
3. Test WAN connectivity **before** resetting mesh nodes.
4. Validate functional internet access (not just LEDs) post-reset. | --- ## Coach Appendix *Highest-signal trend:* **Incorrect reset procedures** (20-second hold, 5-press pairing) and **premature paid support offers** dominate performance gaps. Focus next week on model-specific reset workflows and structured free-troubleshooting before escalation. All evidence above reflects documented calls and KB-aligned expectations. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00107115](https://linksys.happyfox.com/staff/ticket/107115/) | 2026-05-25 |