# jeraldjun.villanubos@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 | |---|---|---|---|---|---| | 30 | 17m 43s | WHW03 | CONNECTIVITY | 29 | 4 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |-------------|-----------|----------------| | Accuracy | 1.80 | 30 | | Protocol | 1.60 | 30 | | Communication | 2.10 | 30 | | Overall | 2.20 | 30 | *Scores range from 1.0 to 4.2.* --- ## Where Time Goes ### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---------|-------|-----------------|-------------|--------------|--------------|-------------------| | MX6200 | 4 | 37m 00s | 2.80 | 2.00 | 2.00 | 3.00 | | EA7430 | 3 | 23m 38s | 2.00 | 1.70 | 1.00 | 1.70 | | EA9300 | 3 | 17m 29s | 1.50 | 1.00 | 1.00 | 1.70 | | WHW03 | 5 | 17m 15s | 2.00 | 1.60 | 1.80 | 2.20 | MX6200 and EA7430 dominate handle time. MX6200’s high overall score (2.8) suggests efficiency despite complexity, while EA7430’s low protocol score (1.0) signals missed steps. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |--------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | CONNECTIVITY | 22 | 20m 24s | 2.00 | 1.60 | 1.50 | 2.00 | ✓ | | SETUP | 4 | 21m 16s | 2.50 | 2.00 | 2.00 | 2.80 | | | ACCESS | 3 | 10m 27s | 1.80 | 1.30 | 2.00 | 2.30 | ✓ | **CONNECTIVITY** and **ACCESS** require focus. CONNECTIVITY’s low accuracy (1.6) and protocol (1.5) scores highlight inconsistent troubleshooting. ACCESS’s low accuracy (1.3) suggests account/login challenges need clearer guidance. --- ## What Went Well > **Effective use of router admin URL** > Guided customers to access router settings via `http://[REDACTED_PHONE]` for firmware updates, mesh pairing, and configuration changes. > > “Okay, I’m in Edge. 192.168.1.1. Okay. It seems like we might need to do another reset on this router. We cannot proceed without accessing the web settings.” > [#LTS00130900](https://linksys.happyfox.com/staff/ticket/130900/) > **Clear guidance for mesh node pairing** > Provided precise placement and pairing instructions for MX6200 and WHW03 nodes, ensuring successful connections. > > “All child nodes are now solid white and fully paired; customer can relocate them as desired.” > [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) --- ## Growth Opportunities > **Incorrect technical guidance on reset procedures** > Provided inaccurate reset durations (20 seconds, 1 minute) for MR7500, MX6200, and WRT3200ACM, contradicting KB standards. > > “Press the r… [reset button] for 20 seconds until the LED blinks.” > [#LTS00130796](https://linksys.happyfox.com/staff/ticket/130796/) > *What “good” looks like:* Use KB-specified reset times (10–15 seconds for Velop/MX series, 10 seconds for WRT3200ACM) and verify LED behavior before proceeding. > **Premature or incorrect paid support offers** > Offered paid support without verifying warranty status or attempting basic troubleshooting, creating friction. > > “This is one hour of troubleshooting and it is not refundable. Also, I cannot guarantee that we can fix the problem.” > [#LTS00130791](https://linksys.happyfox.com/staff/ticket/130791/) > *What “good” looks like:* Confirm warranty eligibility, attempt free self-help steps (reset, firmware update), and only offer paid support when justified. --- ## Next Week’s Focus - **Verify reset procedures:** Confirm model-specific reset durations (10–15 seconds for MX/Velop, 10 seconds for WRT3200ACM) and LED expectations before instructing customers. - **Warranty checks first:** Systematically verify warranty status before discussing paid support options. - **Structured troubleshooting:** For connectivity issues, follow the KB sequence: power-cycle → WAN check → reset → firmware update → escalation. - **Clear escalation paths:** When escalating, document L1 steps taken and set explicit callback windows. --- ## Technical Accuracy **Improvement** > Incorrect reset duration guidance for MR7500 (Call ID: 130796). > MR7500 has no default password; login field is blank by default or uses Wi‑Fi password (Call ID: 130796). > [#LTS00130796](https://linksys.happyfox.com/staff/ticket/130796/) **Improvement** > Incorrect driver availability information provided (Call ID: 130791). > [#LTS00130791](https://linksys.happyfox.com/staff/ticket/130791/) **Strength** > Correctly directed customer to access router admin page (Call ID: 1c6c0cb6-5850-11f1-9019-42010a623f91). > [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/) --- ## Escalation Lessons: What L2 Did ### [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) — Resolved by Level 2 - **What L1 saw:** Customer reported selective connectivity issue — specific apps (Walmart, Amazon) and Roku TV unable to access internet while browsing worked. - **Why it escalated:** L1 attempted resets and reconfiguration without verifying WAN status or isolating the issue; customer remained unresolved after multiple attempts. - **What L2 did:** Performed advanced troubleshooting, including firmware re-flash, network isolation, and ISP coordination. Confirmed router firmware was outdated and applied the latest stable build. - **Current state:** Resolved. - **L1 learning points:** 1. For selective app connectivity, verify WAN status and perform firmware update before advanced steps. 2. Collect model/serial/firmware details early to guide troubleshooting. 3. Document exact troubleshooting sequence and outcomes for escalation handoff. ### [#TE00131114](https://linksys.happyfox.com/staff/ticket/131114/) — Resolved by Level 2 - **What L1 saw:** LAPAC1750C (EOS) lost internet after power outage; customer unable to reconnect. - **Why it escalated:** L1 declared device unsupported without verifying EOS status or attempting basic resets. - **What L2 did:** Confirmed EOS status, guided customer through factory reset, and provided self-help resources for legacy device setup. - **Current state:** Resolved. - **L1 learning points:** 1. Verify EOS status via internal tools before declaring unsupported. 2. For EOS devices, provide self-help guides or direct to community forums. 3. Always attempt basic resets (power-cycle, factory reset) before escalation. ### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — Resolved by Level 2 - **What L1 saw:** EA9300 showed internet connection but no speed; direct modem-to-computer worked. - **Why it escalated:** L1 provided incorrect support email and misidentified LED states, failing to resolve. - **What L2 did:** Verified WAN status, guided through firmware update, and confirmed router was not in bridge mode. - **Current state:** Resolved. - **L1 learning points:** 1. Interpret LED states correctly (orange globe = no internet). 2. Verify WAN connectivity before firmware updates. 3. Use correct support domains (`linksys.com`, not `linksync.com`). ### [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) — Resolved by Level 2 - **What L1 saw:** WRT3200ACM no internet after modem replacement; WAN IP not obtained. - **Why it escalated:** L1 collected credit-card details (PCI violation) and suggested unsupported MAC cloning. - **What L2 did:** Guided through proper WAN diagnostics, confirmed modem activation, and reset router without payment. - **Current state:** Resolved. - **L1 learning points:** 1. Never collect payment details over phone; use secure portals. 2. For WAN issues, verify modem activation and perform router reset. 3. Avoid unsupported workarounds like MAC cloning. --- ## Coach Appendix - **Top trend:** 65% of calls involved connectivity issues, often resolved with firmware updates or resets. - **Key pattern:** Inconsistent reset instructions and premature paid support offers created friction and escalations. - **Evidence:** Calls 130796, 130900, 131346 highlight reset procedure errors; calls 130761, 130791, 130883 show premature paid support. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/) | 2026-05-25 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | ✓ Resolved | | [#LTS00130761](https://linksys.happyfox.com/staff/ticket/130761/) | 2026-05-25 | 1.30 | INBOUND | VLP01 | CONNECTIVITY | ❌ Abandoned | | [#LTS00130775](https://linksys.happyfox.com/staff/ticket/130775/) | 2026-05-25 | 3.60 | INBOUND | RE7000 | SETUP | ✓ Likely resolved | | [#LTS00130791](https://linksys.happyfox.com/staff/ticket/130791/) | 2026-05-25 | 1.00 | INBOUND | WUSB6300 | CONNECTIVITY | ❌ Abandoned | | [#LTS00130796](https://linksys.happyfox.com/staff/ticket/130796/) | 2026-05-25 | 1.90 | INBOUND | MR7500 | SETUP | ⏳ Pending | | [#LTS00130883](https://linksys.happyfox.com/staff/ticket/130883/) | 2026-05-26 | 1.40 | INBOUND | MR9000 | CONNECTIVITY | ❌ Abandoned | | [#LTS00130891](https://linksys.happyfox.com/staff/ticket/130891/) | 2026-05-26 | 3.00 | INBOUND | EA7450 | CONNECTIVITY | ↻ Callback set | | [#LTS00130900](https://linksys.happyfox.com/staff/ticket/130900/) | 2026-05-26 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131049](https://linksys.happyfox.com/staff/ticket/131049/) | 2026-05-27 | 2.10 | INBOUND | E5400 | ACCESS | ❌ Abandoned | | [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-27 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | ❌ Abandoned | | [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 | 4.20 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131083](https://linksys.happyfox.com/staff/ticket/131083/) | 2026-05-27 | 2.70 | INBOUND | WHW03 | CONFIGURATION | ⏳ Pending | | [#LTS00131087](https://linksys.happyfox.com/staff/ticket/131087/) | 2026-05-27 | 1.40 | INBOUND | EA9500 | ACCESS | ❌ Abandoned | | [#LTS00131097](https://linksys.happyfox.com/staff/ticket/131097/) | 2026-05-27 | 1.80 | INBOUND | MX8500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131106](https://linksys.happyfox.com/staff/ticket/131106/) | 2026-05-27 | 2.70 | INBOUND | WHW01 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131116](https://linksys.happyfox.com/staff/ticket/131116/) | 2026-05-27 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00131252](https://linksys.happyfox.com/staff/ticket/131252/) | 2026-05-28 | 3.00 | INBOUND | MX8500 | ACCESS | ✓ Likely resolved | | [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 | 3.00 | INBOUND | MX6200 | SETUP | ✓ Likely resolved | | [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | ↑ Escalated | | [#TE00131114](https://linksys.happyfox.com/staff/ticket/131114/) | 2026-05-27 | 1.40 | INBOUND | LAPAC1750C | CONNECTIVITY | ↑ Escalated | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-28 | 1.60 | INBOUND | EA9300 | CONNECTIVITY | ↑ Escalated | | [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) | 2026-05-29 | 1.60 | INBOUND | WRT3200ACM | CONNECTIVITY | ↑ Escalated |