### eric.marbella@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 | |---|---|---|---|---|---| | 5 | 38m 00s | MX6200 | CONNECTIVITY | 3 | 2 | --- ### ## Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.40 | 5 | | Protocol | 1.40 | 5 | | Communication | 2.00 | 5 | | Overall | 1.80 | 5 | *Scores reflect the average of 5 calls reviewed. Overall score range: 1.10 to 3.00.* --- ### ## Where Time Goes #### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---|---|---|---|---|---|---| | EA9300 | 1 | 81m 34s | 1.60 | 1.00 | 1.00 | 2.00 | | MX6200 | 2 | 39m 30s | 2.40 | 2.50 | 1.50 | 2.00 | | MX2000 | 1 | 5m 01s | 1.10 | 1.00 | 1.00 | 2.00 | **Slowest models:** EA9300 and MX6200. These models show the longest handle times and the lowest overall scores, indicating a need for focused improvement in troubleshooting efficiency and accuracy. #### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |---|---|---|---|---|---|---|---| | CONNECTIVITY | 3 | 31m 57s | 1.40 | 1.00 | 1.00 | 2.00 | ✓ | | HARDWARE | 1 | 30m 18s | 3.00 | 4.00 | 2.00 | 3.00 | | | GENERAL INQUIRY | 1 | 8m 04s | 1.50 | 5.00 | 1.00 | 1.00 | | **Focus area:** CONNECTIVITY. This category has the highest handle time and lowest scores across accuracy and protocol, suggesting a need for more structured troubleshooting and clearer guidance. --- ### ## Week-over-Week Movement *No prior-week comparison data available.* --- ### ## What Went Well - **Accurate LED interpretation:** > "Correctly interpreted LED states (flashing blue = reboot loop, solid red = no internet) per KB: velop_wifi_connectivity.md." [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) --- ### ## Growth Opportunities - **Avoid unauthorized remote access tools:** > "Used unauthorized third-party remote-access software (Zoho) without security approval." [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) **Next step:** Use only approved internal tools for remote access. Verify tool approval before use and follow security protocols. - **Provide correct technical guidance:** > "Provided incorrect support URL (support.netapps.com) instead of official Linksys domains." [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) **Next step:** Always use official Linksys support URLs. Double-check URLs against KB before sharing them with customers. --- ### ## Next Week's Focus - Practice standard troubleshooting steps for connectivity issues before escalating. - Verify URLs and tools against approved resources before sharing with customers. - Set clear expectations for callbacks, including times and next steps. - Review and apply KB guidance for LED interpretation and device-specific reset procedures. --- ### ## Technical Accuracy - **Improvement** > "Provided incorrect support URL (support.netapps.com) instead of official Linksys domains." [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) - **Improvement** > "Used unauthorized third-party remote-access tool (Zoho) without security approval." [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) - **Improvement** > "Provided incorrect and potentially unsafe support URL (support.nxnlinks.com), not a Linksys domain." [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) - **Improvement** > "Failed to perform any troubleshooting for mesh node connectivity issue, including reset, pairing, or signal verification." [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) --- ### ## Coaching Moments - **Improvement** > "Did not perform any concrete troubleshooting before placing the call on hold (e.g., power-cycle modem/router, verify WAN connectivity via direct connection to Spectrum router)." [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) - **Improvement** > "Excessive silence and lack of clear, step-by-step guidance during critical moments (e.g., [22:00]-[23:00], [27:00])." [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) - **Improvement** > "Did not confirm ability to access the router's web UI or attempt basic recovery steps before deferring to case review." [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) - **Improvement** > "Failed to set clear expectation for callback time or follow-up method after placing customer on hold." [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) --- ### ## Escalation Lessons: What L2 Did #### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — Resolved by Level 2 - **What L1 saw:** Customer had no internet with EA9300 router; WAN port showed orange LED. Direct modem-to-PC connection worked. - **Why it escalated:** L1 used unauthorized remote-access tool, provided incorrect URLs, and misinterpreted LED indicators. - **Related call chain:** Multiple prior calls with inconsistent resolutions and closures. - **What L2 did:** Verified physical cabling, attempted remote access via approved tools, checked IP configuration, and scheduled a callback for firmware reflash. - **Current state:** Resolved after callback and firmware update. - **L1 learning points:** - Use only approved remote-access tools. - Correctly interpret LED states per KB. - Perform basic troubleshooting (cable swap, WAN verification) before escalation. #### [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) — Resolved by Level 2 - **What L1 saw:** Middle MX2000 node not connecting; app setup failed. - **Why it escalated:** L1 provided incorrect support URL and performed no troubleshooting. - **Related call chain:** Customer called back after L1’s vague callback promise. - **What L2 did:** Guided customer through proper reset and pairing steps, verified mesh topology, and confirmed warranty status. - **Current state:** Resolved after successful node pairing. - **L1 learning points:** - Always use official Linksys support URLs. - Perform standard mesh troubleshooting (reset, pairing, signal check). - Collect and verify serial numbers and warranty status. --- ### ## Coach Appendix - **Highest-signal weekly trend:** Inconsistent technical accuracy and unauthorized tool usage led to prolonged handle times and unresolved cases, particularly in connectivity issues. Focus on standard troubleshooting protocols and approved resource usage. - **Recurring pattern:** Calls involving MX6200 and EA9300 showed both longest handle times and lowest scores. Review device-specific KB articles and practice LED interpretation and troubleshooting flows. - **Evidence:** All coaching moments and technical inaccuracies referenced above. --- ### ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 19:37:50+00:00 | 1.5 | INBOUND | | GENERAL INQUIRY | — | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 19:46:17+00:00 | 3.0 | INBOUND | MX6200 | HARDWARE | ✓ Likely resolved | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-27 20:19:37+00:00 | 1.8 | OUTBOUND | MX6200 | HARDWARE | Pending | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-28 01:18:45+00:00 | 1.6 | OUTBOUND | EA9300 | CONNECTIVITY | Callback set | | [#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/) | 2026-05-29 19:37:48+00:00 | 1.1 | OUTBOUND | MX2000 | CONNECTIVITY | Callback set |