# johnclark.labadan@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 | |---|---|---|---|---|---| | 12 | 29m 26s | WHW03 | CONNECTIVITY | 11 | 8 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |-------------|-----------|----------------| | Accuracy | 2.70 | 12 | | Protocol | 1.70 | 12 | | Communication | 2.20 | 12 | | Overall | 2.20 | 12 | *Scores reflect 12 calls reviewed. Overall scores ranged from 1.3 (lowest) to 3.2 (highest).* --- ## Where Time Goes ### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |------------|-------|-----------------|-------------|--------------|--------------|-------------------| | WHW03 | 3 | 38m 15s | 2.00 | 2.00 | 2.00 | 2.70 | | WHW01 | 1 | 51m 35s | 2.80 | 2.00 | 2.00 | 2.00 | | LN11011202 | 1 | 70m 15s | 2.80 | 2.00 | 2.00 | 2.00 | | MX4200 | 1 | 17m 06s | 1.50 | 4.00 | 2.00 | 1.00 | | MBE7000 | 1 | 17m 15s | 3.00 | 4.00 | 2.00 | 2.00 | | MR8300 | 1 | 13m 17s | 3.20 | 5.00 | 3.00 | 2.00 | | SPNM62CF | 1 | 11m 37s | 1.30 | 1.00 | 1.00 | 2.00 | | MDE7000 | 1 | 12m 51s | 1.50 | 5.00 | 2.00 | 2.00 | | EA7430 | 1 | 03m 42s | 3.00 | 4.00 | 1.00 | 3.00 | **Key Observations** - **WHW03** and **WHW01** dominate handle time, with WHW03 averaging nearly 38 minutes per call. - **LN11011202** (70m 15s) requires deeper protocol review due to extended resolution times despite a passing overall score. - **SPNM62CF** and **MDE7000** show low accuracy and overall scores, signaling need for targeted technical reinforcement. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |--------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | CONNECTIVITY | 8 | 28m 46s | 2.20 | 3.00 | 1.60 | 2.10 | ✓ | | SETUP | 4 | 32m 00s | 2.10 | 2.30 | 1.80 | 2.50 | ✓ | **Focus Area Insights** - **CONNECTIVITY** calls average 28m 46s with protocol scores below 2.0, indicating missed steps in isolation and verification. - **SETUP** cases show inconsistent accuracy (2.3) and prolonged handle times — prioritize standardizing initial diagnostic flows and documentation. --- ## What Went Well ### Accurate Mesh Recovery Guidance > “Applied the correct 5-press reset method for Velop mesh pairing at 00:26:00 (aligned with KB for MX/MR/WHW series).” [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) ### Effective Remote Troubleshooting > “Remote access to router UI; Factory‑reset of MX5300 nodes and re‑addition as child nodes; Disabled band‑steering in Wi‑Fi settings; Configured static IP and DNS on the Xbox.” [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) --- ## Growth Opportunities ### Validate Connectivity Post-Reset **Current Gap:** Failed to verify internet connectivity after reset, leaving issue unresolved. **Next Step:** Always confirm WAN/IP renewal and basic connectivity (e.g., speed test, DNS resolution) before closing. > “Did not verify that the router regained internet connectivity after the reset.” [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) ### Use Model-Specific Reset Methods **Current Gap:** Instructed 5-press pairing for SPNM series, which requires app-based setup or pair button. **Next Step:** Confirm device family first; apply KB-approved methods (e.g., app pairing for SPNM, 5-press only for Velop/Cognitive Mesh). > “Instructed 5-press pairing method, which is incorrect for SPNM series (KB specifies app-based setup or pair button).” [#TE00117836](https://linksys.happyfox.com/staff/ticket/117836/) --- ## Next Week's Focus 1. **Verify connectivity** after every reset or configuration change (ping, speed test, DNS check). 2. **Confirm device model** before recommending reset methods; cross-reference KB for SPNM vs. Velop procedures. 3. **Document all steps** in HappyFox, including post-resolution validation, to reduce repeat contacts. 4. **Practice concise handoffs** for complex cases — include model, serial, and exact LED states in escalation notes. --- ## Technical Accuracy ### **Improvement** > *Incorrect default admin password provided, contradicting KB guidance.* [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) ### **Improvement** > *Incorrect pairing method for SPNM series; KB specifies app-based setup or pair button.* [#TE00117836](https://linksys.happyfox.com/staff/ticket/117836/) ### **Improvement** > *Failed to verify internet connectivity post-reset, leaving issue unresolved.* [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) ### **Strength** > *Correct application of 5-press reset method for Velop mesh pairing.* [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) --- ## Escalation Lessons: What L2 Did ### [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) — Resolved by Level 2 - **What L1 saw:** All four child mesh nodes solid red, no Wi‑Fi access. - **Why it escalated:** Exceeded threshold for unresolved mesh connectivity. - **What L2 did:** Verified parent node internet, guided 5-press reset, confirmed green/blue LEDs, and validated Wi‑Fi password access. - **L1 learning points:** 1. Confirm parent node internet before node resets. 2. Use 5-press only for Velop/MX/MR nodes — not for SPNM. 3. Always test Wi‑Fi connectivity (e.g., phone scan) post-resolution. ### [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) — Resolved by Level 2 - **What L1 saw:** No internet on laptop; customer lacked a computer for troubleshooting. - **Why it escalated:** No diagnostic steps taken; no callback scheduled. - **What L2 did:** Advised wired modem connection, guided ISP credential entry via mobile hotspot, and offered remote session. - **L1 learning points:** 1. Collect ISP details upfront for offline setup. 2. Use mobile hotspot as temporary WAN for initial configuration. 3. Schedule definitive callback times to avoid vague handoffs. --- ## Coach Appendix **Weekly Trend Summary** - 12 calls reviewed, 6 resolved (50% resolution rate). - **Top technical gaps:** Incorrect reset methods (SPNM vs. Velop), incomplete connectivity verification. - **Priority for next coaching:** Reinforce model-specific troubleshooting flows and post-resolution validation checks. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) | 2026-05-25 | 2.8 | OUTBOUND | WHW01 | CONNECTIVITY | ✓ Resolved | | [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-27 | 3.0 | OUTBOUND | EA7430 | CONNECTIVITY | ↻ Callback set | | [#LTS00131050](https://linksys.happyfox.com/staff/ticket/131050/) | 2026-05-27 | 1.5 | INBOUND | MX4200 | CONNECTIVITY | ⏳ Pending | | [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) | 2026-05-27 | 2.8 | OUTBOUND | LN11011202 | SETUP | ✓ Resolved | | [#TE00075510](https://linksys.happyfox.com/staff/ticket/75510/) | 2026-05-27 | 3.0 | INBOUND | MBE7000 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131203](https://linksys.happyfox.com/staff/ticket/131203/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | SETUP | ✓ Likely resolved | | [#LTS00131220](https://linksys.happyfox.com/staff/ticket/131220/) | 2026-05-28 | 3.2 | INBOUND | MR8300 | CONNECTIVITY | ✓ Resolved | | [#TE00117836](https://linksys.happyfox.com/staff/ticket/117836/) | 2026-05-29 | 1.3 | INBOUND | SPNM62CF | CONNECTIVITY | ⏳ Pending | | [#TE00127374](https://linksys.happyfox.com/staff/ticket/127374/) | 2026-05-29 | 1.5 | INBOUND | MDE7000 | CONNECTIVITY | ⏳ Pending | | [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) | 2026-05-28 | 1.8 | INBOUND | WHW03 | SETUP | ⏳ Pending | | [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) | 2026-06-01 | 2.2 | OUTBOUND | WHW03 | SETUP | ✓ Likely resolved | | [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) | 2026-05-28 | — | OUTBOUND | MX2000 | SETUP | — |