### jorgenathaniel.amores@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 | |---|---|---|---|---|---| | 47 | 17m 10s | WHW03 | CONNECTIVITY | 47 | 4 | --- ### Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.10 | 47 | | Protocol | 1.60 | 47 | | Communication | 2.00 | 47 | | Overall | 2.00 | 47 | *47 calls reviewed. Score range: 1.00–3.60.* --- ### Where Time Goes #### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---|---|---|---|---|---|---| | MX2000 | 3 | 44m 45s | 1.30 | 1.00 | 1.30 | 1.70 | | MX6200 | 6 | 21m 18s | 2.10 | 2.00 | 1.80 | 2.20 | | E7350 | 3 | 20m 49s | 2.60 | 2.70 | 1.70 | 2.30 | | WHW03 | 10 | 17m 03s | 2.00 | 2.30 | 1.70 | 2.10 | **Slowest Models:** - **MX2000** (44m 45s average handle time, 0 resolved calls) - **MX6200** (21m 18s average handle time) **Pattern:** MX2000 shows both the longest handle times and the lowest resolution rate, indicating a need for focused training on this product line. #### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |---|---|---|---|---|---|---|---| | CONNECTIVITY | 20 | 21m 29s | 1.90 | 2.00 | 1.60 | 2.10 | ✓ | | ACCESS | 7 | 17m 36s | 1.80 | 2.30 | 1.60 | 2.00 | ✓ | | SETUP | 14 | 17m 01s | 2.10 | 2.20 | 1.80 | 2.10 | | **Focus Areas:** - **CONNECTIVITY** calls have the longest average handle time and lowest resolution rate. Review common troubleshooting paths for WAN/modem diagnostics and LED interpretation. - **ACCESS** calls also show a need for improved resolution rates; ensure password recovery and admin UI access steps are followed per KB. --- ### Week-over-Week Movement *No prior-week comparison data available.* --- ### What Went Well > **Accurate Wi-Fi Password Guidance** > The agent correctly advised that the network key printed on the router label is the Wi-Fi password, aligning with KB guidance for EA Series routers. > `[#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/)` > **Effective Self-Help Guidance** > The agent correctly diagnosed that a third-party Express VPN app—not the router or ISP—was the source of internet disconnection. > `[#LTS00128564](https://linksys.happyfox.com/staff/ticket/128564/)` --- ### Growth Opportunities > **Incorrect LED Guidance** > The agent claimed MX5500 shows solid magenta/pink LEDs during setup (KB: MX5500 LEDs are purple/white/red only). This derailed troubleshooting. > `[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)` > *Next step:* Verify LED definitions per KB before suggesting resets or troubleshooting steps. > **Premature Paid Support Offer** > The agent offered paid support before completing basic diagnosis, creating a perception of upselling over support. > `[#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/)` > *Next step:* Complete standard diagnostics (WAN check, LED interpretation, firmware verification) before offering paid support. --- ### Next Week's Focus - **Verify LED definitions** for each product model before suggesting resets or troubleshooting steps. - **Complete standard diagnostics** (WAN/modem status, LED interpretation, firmware check) before offering paid support. - **Practice concise, structured troubleshooting** for CONNECTIVITY issues, focusing on isolating WAN vs. router problems. - **Review KB articles** for MX2000 and MX6200 to improve resolution rates on these slow-performing models. --- ### Technical Accuracy **Improvement** Incorrect LED guidance provided for MX5500 model, contradicting KB. `[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)` **Improvement** Incorrect reset duration provided for Velop MX2000 model. `[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)` **Strength** Accurate guidance provided for EA Series Wi-Fi password retrieval. `[#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/)` **Improvement** Incorrect IP address provided for router access. `[#LTS00131338](https://linksys.happyfox.com/staff/ticket/131338/)` --- ### Coaching Moments **Improvement** > The agent provided materially incorrect LED guidance for the MX5500 (claiming solid magenta/pink LEDs indicate setup readiness, which does not exist per KB). This derailed troubleshooting. > `[#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)` **Improvement** > The agent offered paid support before completing basic diagnosis, creating a perception of upselling over support. > `[#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/)` **Strength** > The agent correctly advised that the network key printed on the router label is the Wi-Fi password, aligning with KB guidance for EA Series routers. > `[#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/)` **Improvement** > The agent provided an invalid IP address for router access, contradicting KB guidance. > `[#LTS00131338](https://linksys.happyfox.com/staff/ticket/131338/)` --- ### Escalation Lessons: What L2 Did #### [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) — Resolved by Level 2 - **What L1 saw:** Customer reported mesh nodes would not pair; lights showing magenta/red/blue; unable to get Wi-Fi network working. - **Why it escalated:** L1 provided incorrect technical guidance (wrong reset duration, invalid 5-press pairing, incorrect web UI access) and failed to resolve the issue. - **Related call chain:** This was a repeat contact; previous L1 call ended without resolution. - **What L2 did:** Performed correct factory reset (10 seconds), verified WAN connectivity, guided through proper 5-press pairing for LN/MX6200/MBE7000 Cognitive Mesh, and confirmed hardware replacement if needed. - **Current state:** Resolved. - **L1 learning points:** 1. Use correct reset duration (10 seconds) for Velop MX2000. 2. Direct customers to correct web UI URLs (http://[REDACTED_PHONE] or http://myrouter.info). 3. Initiate RMA for hardware faults when warranty is active. #### [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) — Resolved by Level 2 - **What L1 saw:** Customer unable to open WebUI; tried on multiple browsers; white screen displayed. - **Why it escalated:** L1 provided vague escalation with no case number, follow-up timeframe, or self-help path. - **Related call chain:** This was a new contact; no prior calls. - **What L2 did:** Performed callback, verified ISP connectivity, guided through browser cache clearance, and confirmed router reboot resolved the issue. - **Current state:** Resolved. - **L1 learning points:** 1. Always provide a case number and follow-up timeframe when escalating. 2. Verify ISP connectivity before troubleshooting WebUI issues. 3. Guide customers through basic browser troubleshooting (cache clearance, incognito mode). #### [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) — Resolved by Level 2 - **What L1 saw:** Customer complained of slow internet speed; unable to test wired connection due to laptop lacking Ethernet port. - **Why it escalated:** L1 offered factory reset self-help or paid-support; no fix confirmed. - **Related call chain:** Multiple calls; previous L1 call ended with callback scheduled. - **What L2 did:** Performed callback, verified speed test near router, confirmed speeds were within expected range, and offered paid support for further troubleshooting. - **Current state:** Resolved. - **L1 learning points:** 1. Set clear expectations about speed test locations and expected speeds. 2. Offer self-help resources before paid support. 3. Confirm fix before closing the call. #### [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) — Resolved by Level 2 - **What L1 saw:** Customer unable to access a specific website through Linksys network but could access it on other networks. - **Why it escalated:** L1 provided vague escalation with no case number, follow-up timeframe, or self-help path. - **Related call chain:** Multiple calls; previous L1 call ended without resolution. - **What L2 did:** Performed callback, verified WAN connectivity, guided through DNS flush, and confirmed issue resolved. - **Current state:** Resolved. - **L1 learning points:** 1. Always provide a case number and follow-up timeframe when escalating. 2. Verify WAN connectivity before troubleshooting website access issues. 3. Guide customers through DNS flush and browser troubleshooting. --- ### Coach Appendix - **Highest-signal weekly trend:** CONNECTIVITY calls dominate with longest handle times and lowest resolution rates. Focus on improving WAN/modem diagnostics and LED interpretation accuracy. - **Recurring technical pattern:** Incorrect LED guidance and premature paid support offers. Review KB for LED definitions and ensure standard diagnostics are completed before escalation or paid support. --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130767](https://linksys.happyfox.com/staff/ticket/130767/) | 2026-05-25 | 1.6 | INBOUND | MX5500 | SETUP | Agent promised to email reset/setup instructions; no confirmation of delivery or follow-up timeline. | | [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) | 2026-05-25 | 1.5 | INBOUND | WHW01 | CONNECTIVITY | Agent will email factory-reset instructions; offered $15 advanced support if needed. | | [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) | 2026-05-25 | 1.2 | INBOUND | MX2000 | CONNECTIVITY | Agent suggested possible hardware fault but provided no concrete fix, escalation, or replacement path. No self-help resources or KB articles provided. | | [#LTS00130924](https://linksys.happyfox.com/staff/ticket/130924/) | 2026-05-26 | 1.6 | INBOUND | WHW03 | SETUP | Email with instructions sent; customer to attempt steps and call back if needed. | | [#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/) | 2026-05-26 | 3.2 | INBOUND | EA7500 | ACCESS | Customer reported the Wi-Fi password now works after re-entering it, but no further validation was performed. | | [#LTS00130945](https://linksys.happyfox.com/staff/ticket/130945/) | 2026-05-26 | 1.1 | INBOUND | MR9000 | CONNECTIVITY | Agent promised to email step-by-step instructions, but no troubleshooting was performed during the call. | | [#LTS00067289](https://linksys.happyfox.com/staff/ticket/67289/) | 2026-05-26 | 1.1 | INBOUND | MR7350 | CONNECTIVITY | Customer advised to test other devices but received no clear instructions or follow-up plan. | | [#LTS00130939](https://linksys.happyfox.com/staff/ticket/130939/) | 2026-05-26 | 1.6 | INBOUND | WHW01 | ACCESS | Send factory‑reset and re‑setup instructions to customer email; customer to try and confirm. | | [#LTS00130983](https://linksys.happyfox.com/staff/ticket/130983/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | SETUP | Agent promised email instructions (undeliverable due to incorrect address); no fix provided. | | [#LTS00124466](https://linksys.happyfox.com/staff/ticket/124466/) | 2026-05-27 | 1.2 | INBOUND | EA6400 | NO TROUBLESHOOTING NEEDED | Advised customer to buy a new router and test it for 30 days; no troubleshooting or self-help path provided. | | [#LTS00130984](https://linksys.happyfox.com/staff/ticket/130984/) | 2026-05-27 | 3.0 | INBOUND | E5600 | CONNECTIVITY | Agent will email step‑by‑step factory‑reset instructions; customer may request paid technical support if needed. | | [#LTS00130989](https://linksys.happyfox.com/staff/ticket/130989/) | 2026-05-27 | 1.8 | INBOUND | WHW03 | SETUP | Agent offered to email generic instructions and a paid-support option; no technical fix was applied or validated. | | [#LTS00056350](https://linksys.happyfox.com/staff/ticket/56350/) | 2026-05-27 | 2.0 | INBOUND | MX5300 | NO TROUBLESHOOTING NEEDED | No resolution achieved; no concrete next step provided. | | [#GI00130948](https://linksys.happyfox.com/staff/ticket/130948/) | 2026-05-27 | 1.1 | INBOUND | — | SETUP | Agent stated router was working and implied the issue was with the customer's phone. No concrete next step, resource, or follow-up was provided. | | [#LTS00131080](https://linksys.happyfox.com/staff/ticket/131080/) | 2026-05-27 | 3.0 | INBOUND | AO303 | CONNECTIVITY | Customer declined paid support; no further action taken. | | [#LTS00131094](https://linksys.happyfox.com/staff/ticket/131094/) | 2026-05-27 | 2.3 | INBOUND | RE6300 | SETUP | Agent promised to email setup instructions (not confirmed). | | [#LTS00109388](https://linksys.happyfox.com/staff/ticket/109388/) | 2026-05-27 | 1.5 | INBOUND | E7350 | SETUP | Agent will email additional reset instructions; customer to attempt factory reset and set new admin password. | | [#LTS00131108](https://linksys.happyfox.com/staff/ticket/131108/) | 2026-05-27 | 3.1 | INBOUND | EA9400 | ACCESS | Agent will email the customer detailed instructions for performing a factory reset and reconfiguring the router. | | [#LTS00131117](https://linksys.happyfox.com/staff/ticket/131117/) | 2026-05-27 | 3.0 | INBOUND | EA8300 | SETUP | Router password set and admin UI accessible; customer can now manage Wi‑Fi settings. Future mesh node setup can be addressed separately. | | [#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/) | 2026-05-28 | 1.1 | INBOUND | MX6200 | SETUP | None – call ended without resolution or a defined next-step plan. | | [#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/) | 2026-05-28 | 3.0 | OUTBOUND | MX6200 | SETUP | Customer instructed to call back using case number LTS00039798. No technical resolution confirmed during call. | | [#LTS00131137](https://linksys.happyfox.com/staff/ticket/131137/) | 2026-05-28 | 3.0 | INBOUND | EA7450 | SETUP | Send email with detailed factory-reset and router re-setup instructions; customer to attempt self-help. | | [#GI00130856](https://linksys.happyfox.com/staff/ticket/130856/) | 2026-05-28 | 1.5 | INBOUND | MX6200 | GENERAL INQUIRY | Customer decided to purchase MX6200 based on agent's recommendation, but no compatibility confirmation or correct information was provided. | | [#LTS00130980](https://linksys.happyfox.com/staff/ticket/130980/) | 2026-05-28 | 3.0 | INBOUND | E7350 | CONNECTIVITY | Agent will email factory-reset instructions; customer to perform reset and report back. | | [#LTS00131151](https://linksys.happyfox.com/staff/ticket/131151/) | 2026-05-28 | 1.2 | INBOUND | WRT1200AC | CONNECTIVITY | Agent will email factory‑reset steps and suggest replacement if reset does not work. | | [#LTS00131158](https://linksys.happyfox.com/staff/ticket/131158/) | 2026-05-28 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Agent will research and email instructions after the call; no fix or self-help path provided during the call. | | [#LTS00131156](https://linksys.happyfox.com/staff/ticket/131156/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | SETUP | Agent sent email with generic setup instructions; no confirmed fix. Call ended with vague closure and no follow-up path established. | | [#LTS00131293](https://linksys.happyfox.com/staff/ticket/131293/) | 2026-05-29 | 3.0 | INBOUND | LN1200 | SETUP | Node appeared in app but technical success not fully verified. Recommend follow-up to confirm stable operation, proper node placement, and warranty/escalation if needed. | | [#LTS00131281](https://linksys.happyfox.com/staff/ticket/131281/) | 2026-05-29 | 1.7 | INBOUND | MR7350 | SETUP | Agent claimed an email with bridge-mode instructions would be sent, but no confirmation or actionable guidance was provided during the call. | | [#LTS00131294](https://linksys.happyfox.com/staff/ticket/131294/) | 2026-05-29 | 3.0 | INBOUND | E1200 | CONNECTIVITY | Advised customer to consider buying a newer Linksys router (MX6200, MX4200, or MX2000) with no follow-up resources or confirmation path. | | [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) | 2026-05-28 | 1.1 | INBOUND | MX6200 | ACCESS | Vague escalation with no case number, follow-up timeframe, or self-help path provided. | | [#LTS00084720](https://linksys.happyfox.com/staff/ticket/84720/) | 2026-05-28 | 1.6 | INBOUND | WHW03 | SETUP | No fix was achieved. Recommend escalation to Tier-2 and arrange a callback with a senior technician. Provide KB link for full mesh rebuild. | | [#LTS00084720](https://linksys.happyfox.com/staff/ticket/84720/) | 2026-05-28 | 1.5 | OUTBOUND | WHW03 | SETUP | Agent recommended purchasing a new MX series router without providing technical resolution or self-help resources. | | [#LTS00131338](https://linksys.happyfox.com/staff/ticket/131338/) | 2026-05-28 | 1.1 | INBOUND | WHW03 | SETUP | None provided. Email with instructions was promised but not confirmed delivered. | | [#LTS00131341](https://linksys.happyfox.com/staff/ticket/131341/) | 2026-05-28 | 1.1 | INBOUND | LN3101 | CONNECTIVITY | Agent promised to email factory-reset instructions, but no real-time troubleshooting or resolution occurred. | | [#LTS00131354](https://linksys.happyfox.com/staff/ticket/131354/) | 2026-05-29 | 1.5 | INBOUND | E2500 | CONNECTIVITY | No action taken; call concluded without identifying an issue. | | [#LTS00131354](https://linksys.happyfox.com/staff/ticket/131354/) | 2026-05-29 | 1.0 | INBOUND | E2500 | CONNECTIVITY | Agent promised to email factory-reset instructions but provided incorrect email address and no validation of fix. No troubleshooting performed. | | [#LTS00131356](https://linksys.happyfox.com/staff/ticket/131356/) | 2026-05-29 | 3.0 | INBOUND | WRT1900AC | CONNECTIVITY | Advise purchase of a new MX series router as the current unit is likely obsolete. | | [#LTS00131361](https://linksys.happyfox.com/staff/ticket/131361/) | 2026-05-29 | 1.2 | INBOUND | EA6350 | CONNECTIVITY | Email reset instructions; if issue remains, consider router replacement or ISP/modem diagnostics. | | [#LTS00067035](https://linksys.happyfox.com/staff/ticket/67035/) | 2026-05-29 | 1.0 | OUTBOUND | WHW03 | CONNECTIVITY | Advised to consider buying a new primary node; no concrete fix applied. | | [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-05-29 | 2.3 | INBOUND | MR8300 | CONNECTIVITY | Offered factory reset self-help or paid-support; no fix confirmed. | | [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-05-29 | 1.0 | OUTBOUND | MR8300 | CONNECTIVITY | Scheduled callback from Level-2 support via direct 213-number line; customer to remain near router for further testing. | | [#LTS00131513](https://linksys.happyfox.com/staff/ticket/131513/) | 2026-05-29 | 1.5 | INBOUND | WRT3200ACM | CONFIGURATION | Agent will research and email instructions after the call; no fix or self-help path provided during the call. | | [#LTS00131509](https://linksys.happyfox.com/staff/ticket/131509/) | 2026-05-29 | 3.0 | INBOUND | MX6200 | SETUP | All three nodes are now solid white and Wi‑Fi is operational; customer instructed to rename SSID and password in the app. | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 | 1.5 | INBOUND | MX4200 | ACCESS | None – call ended without agent interaction. | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 | 1.5 | INBOUND | MX4200 | ACCESS | None – call ended without agent interaction. | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 | 1.1 | OUTBOUND | MX4200 | ACCESS | No fix achieved. Issue remains unresolved. Customer advised to contact ISP for gateway diagnostics and test with Linksys mesh disconnected. | | [#LTS00131522](https://linksys.happyfox.com/staff/ticket/131522/) | 2026-05-30 | 1.2 | INBOUND | MX2000 | SETUP | No resolution achieved; customer advised to reinstall the app but no actionable next steps, escalation, or follow-up provided. | | [#LTS00131523](https://linksys.happyfox.com/staff/ticket/131523/) | 2026-05-30 | 2.3 | INBOUND | WHW03 | ACCESS | Agent offered to email detailed reset instructions, suggested paid on‐site support, and recommended a new router; no fix was confirmed. | | [#LTS00131527](https://linksys.happyfox.com/staff/ticket/131527/) | 2026-05-30 | 1.1 | INBOUND | MX20WH2 | CONNECTIVITY | Agent stated a technician would need to visit but did not schedule an appointment or provide self-help path. No resolution achieved. | | [#LTS00131338](https://linksys.happyfox.com/staff/ticket/131338/) | 2026-05-28 | 1.1 | INBOUND | WHW03 | SETUP | None provided. Email with instructions was promised but not confirmed delivered. | | [#LTS00131341](https://linksys.happyfox.com/staff/ticket/131341/) | 2026-05-28 | 1.1 | INBOUND | LN3101 | CONNECTIVITY | Agent promised to email factory-reset instructions, but no real-time troubleshooting or resolution occurred. | | [#LTS00131354](https://linksys.happyfox.com/staff/ticket/131354/) | 2026-05-29 | 1.5 | INBOUND | E2500 | CONNECTIVITY | No action taken; call concluded without identifying an issue. | | [#LTS00131354](https://linksys.happyfox.com/staff/ticket/131354/) | 2026-05-29 | 1.0 | INBOUND | E2500 | CONNECTIVITY | Agent promised to email factory-reset instructions but provided incorrect email address and no validation of fix. No troubleshooting performed. | | [#LTS00