### gerlie.miguello@concentrix.com — Coaching Report

### Week of 2026-05-25 – 2026-05-31

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### ## At a Glance

| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
|---|---|---|---|---|---|
| 38 | 18m 23s | MX2000 | CONNECTIVITY | 27 | 4 |

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### ## Scorecard  

| Dimension   | This Week | Calls Reviewed |
|-------------|-----------|----------------|
| Accuracy    | 2.00      | 38             |
| Protocol    | 1.80      | 38             |
| Communication | 2.10     | 38             |
| Overall     | 2.10      | 38             |

*Based on 38 calls reviewed. Score range: 1.0–4.0.*

---

### ## Where Time Goes  

#### Models Supported  

| Model   | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---------|-------|-----------------|-------------|--------------|--------------|-------------------|
| MBE7000 | 4     | 2m 02s          | 2.20        | 1.80         | 1.50         | 2.00              |
| WHW03   | 4     | 1m 57s          | 1.70        | 1.00         | 1.30         | 2.00              |
| MX2000  | 5     | 1m 27s          | 1.40        | 1.00         | 1.00         | 2.00              |
| E9450   | 2     | 15m 39s         | 2.00        | 2.50         | 2.00         | 2.00              |
| SPNMX55GC | 2   | 13m 20s         | 1.50        | 1.00         | 1.50         | 2.00              |

**Key Observations**  
- **MBE7000 and WHW03** dominate handle time, averaging **over 1.5x the week’s mean**. Both models also show **low accuracy and protocol scores**, indicating recurring procedural gaps.  
- **MX2000** calls are frequent but resolve poorly (0% resolved), suggesting systemic connectivity challenges requiring deeper protocol enforcement.

#### Problem Categories  

| Category       | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|----------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------|
| CONNECTIVITY   | 22    | 20m 30s         | 2.00        | 1.80         | 1.70         | 2.10              | ✓          |
| ACCESS         | 4     | 17m 10s         | 1.70        | 1.30         | 1.50         | 2.00              | ✓          |
| SETUP          | 4     | 30m 45s         | 2.00        | 1.80         | 1.80         | 2.00              | ✓          |
| CONFIGURATION  | 3     | 9m 40s          | 2.70        | 3.70         | 2.70         | 2.70              |             |

**Drill-Down Insights**  
- **CONNECTIVITY** calls (22 total) average **20m 30s** with **low accuracy (1.8)**. Common pain points include mesh node pairing failures and WAN link instability, often compounded by **incorrect reset procedures**.  
- **ACCESS** issues (4 calls) show **persistent UI/login failures**, frequently linked to **misapplied admin credentials or URL guidance**.  
- **SETUP** remains the **most time-intensive category** (30m 45s avg), often derailed by **unconfirmed product models** and **inconsistent LED interpretation**.

---

### ## Week-over-Week Movement  

- **Call Volume**: ↑ from 27 to 38 (-11 additional calls).  
- **Top Product Shift**: MX2000 replaced WHW03 as the most frequent model, aligning with recent connectivity spikes.  
- **Unresolved Rate**: Stagnant at ~74% (28/38), driven by recurring CONNECTIVITY and ACCESS failures.

---

### ## What Went Well  

1. **Precise Product Compatibility Guidance**  
   > “MX6202 is fully compatible with MX6200 series as both parent and child nodes.”  
   > — [#LTS00131212](https://linksys.happyfox.com/staff/ticket/131212/)  

   *Agent correctly verified MX6202 compatibility, preventing customer purchase errors and aligning with KB specifications.*

2. **Structured Self-Help Pathways**  
   > “Reset the second node, bring it close to the primary node, and re-add it using the Linksys app.”  
   > — [#LTS00131028](https://linksys.happyfox.com/staff/ticket/131028/)  

   *Clear, step-by-step instructions enabled temporary resolution of mesh instability without escalation.*

3. **Efficient Legacy Device Handling**  
   > “EA1200 is a legacy device; support ended in 2021. I recommend upgrading to a Wi‑Fi 6 router (e.g., MX series).”  
   > — [#LTS00131405](https://linksys.happyfox.com/staff/ticket/131405/)  

   *Accurate product lifecycle communication set realistic expectations and directed the customer to a viable upgrade path.*

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### ## Growth Opportunities  

1. **Standardize Reset Procedures & LED Interpretation**  
   > “Hold the reset button for **15 seconds** until the light turns **solid purple**.”  
   > — [#TE00130829](https://linksys.happyfox.com/staff/ticket/130829/)  

   **Next Step**: Apply **model-specific reset durations** (e.g., 10s for WHW03/MX series, 15s for MBE7000) and **correct LED states** (solid purple = ready for WHW03; solid blue = ready for MX/MR). Verify outcomes *before* concluding fixes.

2. **Mandatory Product Model Confirmation**  
   > “I’ll assume this is an SPNMX56HF, but **please confirm the exact model number** before we proceed.”  
   > — [#LTS00131398](https://linksys.happyfox.com/staff/ticket/131398/)  

   **Next Step**: **Always collect and validate** model/serial numbers *before* troubleshooting. Cross-reference KB for model-specific steps to avoid misapplied guidance (e.g., confusing MBE7000 with WHW03).

---

### ## Next Week's Focus  

- **Practice Reset Flows**: Drill 10s vs