# girlyjoy.pocot@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 | |---|---|---|---|---|---| | 25 | 13m 43s | WHW03 | CONNECTIVITY | 25 | 2 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---------------|-----------|----------------| | Accuracy | 2.30 | 25 | | Protocol | 1.70 | 25 | | Communication | 2.40 | 25 | | Overall | 2.30 | 25 | *Scores reflect 25 calls reviewed. Overall scores ranged from **1.3** (lowest) to **4.4** (highest).* --- ## Where Time Goes ### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---------|-------|-----------------|-------------|--------------|--------------|-------------------| | WHW03 | 7 | 17m 18s | 2.10 | 2.00 | 1.60 | 2.30 | | MX6200 | 3 | 20m 06s | 3.30 | 4.70 | 2.00 | 3.00 | | EA7430 | 2 | 8m 15s | 1.60 | 1.00 | 1.00 | 2.00 | | EA8100 | 2 | 6m 11s | 1.60 | 1.00 | 1.50 | 2.00 | **Key Observations:** - **WHW03** drives the highest average handle time (17m 18s) and lowest scores across accuracy and protocol. - **MX6200** shows strong resolution rates but longer handle times, suggesting room for efficiency gains in mesh troubleshooting. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |----------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | CONNECTIVITY | 12 | 15m 10s | 2.20 | 2.30 | 1.70 | 2.40 | ✓ | | SETUP | 8 | 14m 41s | 2.40 | 2.60 | 1.80 | 2.40 | ✓ | | ACCESS | 3 | 10m 31s | 2.70 | 3.70 | 2.30 | 2.70 | | | CONFIGURATION | 1 | 13m 47s | 2.90 | 3.00 | 2.00 | 3.00 | | **Focus Areas:** - **CONNECTIVITY** and **SETUP** clusters show lower accuracy and protocol scores, indicating inconsistent troubleshooting and documentation. - Prioritize standardizing reset procedures and improving model/serial collection to reduce handle times and improve outcomes. --- ## What Went Well 1. **Accurate 5-press pairing guidance for supported mesh models** > *“Hard reset of child node (hold reset until LED off). Wait for solid blue, then use main router’s pair button for mesh reconnection.”* [#LTS00130895](https://linksys.happyfox.com/staff/ticket/130895/) 2. **Effective troubleshooting for mesh node reconnection** > *“Created new admin password, enabled and renamed the 2.4 GHz SSID with \_2.4 suffix, and performed 5-press pairing on the parent MX6200.”* [#LTS00098076](https://linksys.happyfox.com/staff/ticket/98076/) 3. **Patience with non-technical customers** Agent remained calm and guided a customer through complex mesh setup despite repeated disconnects and confusion. --- ## Growth Opportunities 1. **Incorrect technical guidance on reset procedures and LED states** > *“Instructed 30-second factory reset for AC7300 (KB specifies 10–15 seconds).”* [#LTS00130746](https://linksys.happyfox.com/staff/ticket/130746/) **Next step:** Always verify reset durations against KB before instructing customers. Use model-specific guidelines (e.g., 10–15s for AC7300, 15s for WHW03). 2. **Failure to collect critical product details** > *“No model or serial number collected despite IVR prompts.”* [#LTS00130714](https://linksys.happyfox.com/staff/ticket/130714/) **Next step:** Implement a checklist to capture model, serial, and warranty status **before** troubleshooting begins. This ensures accurate support pathing and avoids misdiagnosis. --- ## Next Week's Focus - **Standardize reset instructions:** Create a quick-reference guide for reset durations by product family (e.g., 10–15s for AC7300, 15s for WHW03). - **Model/serial collection protocol:** Add a mandatory pause after IVR prompts to confirm details are recorded. - **Clarify warranty before paid support:** Explicitly state policy: “Basic troubleshooting is free for all devices; paid support is only for advanced diagnostics or out-of-warranty hardware replacement.” - **Improve mesh node guidance:** Cross-train on Velop vs. Cognitive Mesh differences to avoid incorrect 5-press instructions. --- ## Technical Accuracy ### **Improvement** - **Incorrect factory reset duration for EA7300** > *“Instructed 30-second reset (KB: 10–15 seconds).”* [#LTS00130746](https://linksys.happyfox.com/staff/ticket/130746/) **Note:** Always reference KB for model-specific reset times to avoid incomplete resets. ### **Improvement** - **Incorrect LED guidance for WHW03** > *“Claimed solid purple/hot pink indicates readiness (no such state exists).”* [#LTS00130911](https://linksys.happyfox.com/staff/ticket/130911/) **Note:** WHW03 LEDs use solid blue (ready) and blinking red (error). Avoid inventing color states. ### **Improvement** - **Materially incorrect node compatibility advice** > *“Confirmed VLP01 compatible with MX5500 (cross-generation incompatibility).”* [#LTS00124287](https://linksys.happyfox.com/staff/ticket/124287/) **Note:** Velop and Cognitive Mesh families are **not** interoperable. Always verify generation before confirming compatibility. --- ## Escalation Lessons: What L2 Did ### [#TE00130787](https://linksys.happyfox.com/staff/ticket/130787/) — Resolved by Level 2 - **What L1 saw:** Customer couldn’t add a new Velop node; main router showed solid red (WAN issue). - **Why it escalated:** L1 provided incorrect 5-press pairing for Velop (app-based setup only) and failed to address WAN loss. - **What L2 did:** 1. Verified internet connectivity via modem. 2. Guided customer through factory reset of main router (15s hold). 3. Reconfigured WAN settings and re-added node via app. - **Current state:** Resolved. - **L1 learning points:** - Confirm WAN status before node pairing. - Use app-based setup for Velop; avoid 5-press unless on Cognitive Mesh. - Collect model/serial early to avoid misdiagnosis. ### [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) — Resolved by Level 2 - **What L1 saw:** Selective app connectivity failure (Walmart/Amazon not working). - **Why it escalated:** L1 skipped WAN diagnostics and offered paid support prematurely. - **What L2 did:** 1. Tested connectivity via laptop directly to router. 2. Confirmed ISP-provisioned MAC address mismatch. 3. Guided ISP registration of router MAC. - **Current state:** Resolved. - **L1 learning points:** - Always test connectivity at WAN level before app troubleshooting. - Verify ISP has registered router MAC for new devices. - Avoid paid support offers until basic diagnostics are complete. --- ## Coach Appendix **Weekly Trend Summary:** - **WHW03** drives prolonged handle times and lower scores, often due to unresolved connectivity issues. - **Critical gap:** Inconsistent collection of model/serial numbers leads to misapplied troubleshooting. - **Priority:** Standardize reset procedures and improve upfront data gathering to reduce escalations and handle times. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00130714](https://linksys.happyfox.com/staff/ticket/130714/) | 2026-05-25 | 1.7 | INBOUND | EA6350 | ACCESS | Customer to try uninstall/reinstall the app | | [#LTS00130746](https://linksys.happyfox.com/staff/ticket/130746/) | 2026-05-25 | 1.6 | INBOUND | EA7300 | CONNECTIVITY | Agent refused further support due to warranty status | | [#LTS00098076](https://linksys.happyfox.com/staff/ticket/98076/) | 2026-05-25 | 3.4 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved | | [#TE00130787](https://linksys.happyfox.com/staff/ticket/130787/) | 2026-05-25 | 1.8 | INBOUND | WHW03 | SETUP | ↑ Escalated | | [#LTS00130862](https://linksys.happyfox.com/staff/ticket/130862/) | 2026-05-26 | 1.8 | INBOUND | EA8100 | CONNECTIVITY | Agent will email setup instructions | | [#LTS00130895](https://linksys.happyfox.com/staff/ticket/130895/) | 2026-05-26 | 3.5 | INBOUND | MX6200 | CONNECTIVITY | Node LED solid white; relocate and verify | | [#LTS00130911](https://linksys.happyfox.com/staff/ticket/130911/) | 2026-05-26 | 1.8 | INBOUND | WHW01 | SETUP | Agent offered to email generic setup instructions | | [#LTS00124287](https://linksys.happyfox.com/staff/ticket/124287/) | 2026-05-26 | 1.5 | INBOUND | MX5500 | CONNECTIVITY | Customer decided to order VLP01 nodes | | [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 | 1.6 | INBOUND | EA7430 | CONNECTIVITY | Agent instructed factory reset; no verification | | [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Likely fixed unconfirmed | | [#LTS00131211](https://linksys.happyfox.com/staff/ticket/131211/) | 2026-05-28 | 3.5 | INBOUND | WHW03 | ACCESS | Customer to reset router using recovery key | | [#LTS00131215](https://linksys.happyfox.com/staff/ticket/131215/) | 2026-05-28 | 2.8 | INBOUND | EA8300 | SETUP | Use local web interface to finish setup | | [#LTS00131217](https://linksys.happyfox.com/staff/ticket/131217/) | 2026-05-28 | 3.4 | INBOUND | MR7350 | SETUP | Closed with self-help | | [#LTS00131238](https://linksys.happyfox.com/staff/ticket/131238/) | 2026-05-28 | 3.0 | INBOUND | E2500 | CONNECTIVITY | Agent claimed to send reset instructions | | [#LTS00130463](https://linksys.happyfox.com/staff/ticket/130463/) | 2026-05-28 | 3.0 | INBOUND | SPNM60CF | SETUP | ✓ Resolved | | [#LTS00131278](https://linksys.happyfox.com/staff/ticket/131278/) | 2026-05-28 | 1.3 | INBOUND | WHW03 | SETUP | No resolution achieved | | [#LTS00131299](https://linksys.happyfox.com/staff/ticket/131299/) | 2026-05-28 | 2.9 | INBOUND | WHW03 | CONFIGURATION | Closed with self-help | | [#LTS00131306](https://linksys.happyfox.com/staff/ticket/131306/) | 2026-05-28 | 3.0 | INBOUND | EA7200 | ACCESS | Customer to perform hard reset | | [#LTS00131324](https://linksys.happyfox.com/staff/ticket/131324/) | 2026-05-29 | 2.8 | INBOUND | LN11011202 | SETUP | ✓ Resolved | | [#LTS00069740](https://linksys.happyfox.com/staff/ticket/69740/) | 2026-05-29 | 1.3 | INBOUND | E1000 | SETUP | Advised customer to purchase new MR5500 router | | [#LTS00131420](https://linksys.happyfox.com/staff/ticket/131420/) | 2026-05-29 | 1.5 | INBOUND | E8450 | SETUP | Customer advised to contact ISP | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 | 3.0 | INBOUND | WHW03 | SETUP | Closed with self-help | | [#LTS00037460](https://linksys.happyfox.com/staff/ticket/37460/) | 2026-05-29 | 4.4 | INBOUND | MX2000 | SETUP | ✓ Resolved | | [#LTS00131452](https://linksys.happyfox.com/staff/ticket/131452/) | 2026-05-29 | 3.0 | INBOUND | MR9600 | CONNECTIVITY | Closed with self-help | | [#LTS00131472](https://linksys.happyfox.com/staff/ticket/131472/) | 2026-05-29 | 1.5 | INBOUND | EA8100 | CONNECTIVITY | Agent promised to send generic setup instructions | | [#LTS00131431](https://linksys.happyfox.com/staff/ticket/131431/) | 2026-05-29 | 1.8 | INBOUND | WHW03 | SETUP | No payment captured; call ended abruptly |