### # joziel.licmoan@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 | |---|---|---|---|---|---| | 32 | 18m 45s | MX6200 | CONNECTIVITY | 32 | 3 | --- ### ## Scorecard | Dimension | This Week | Calls Reviewed | |-------------|-----------|----------------| | Accuracy | 2.20 | 32 | | Protocol | 1.80 | 32 | | Communication | 2.30 | 32 | | Overall | 2.40 | 32 | *32 calls reviewed. Score range: 1.3 (lowest) – 3.5 (highest).* --- ### ## Where Time Goes #### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---------|-------|-----------------|-------------|--------------|--------------|-------------------| | RE6350 | 3 | 30m 27s | 2.0 | 2.0 | 1.3 | 1.7 | | MX6200 | 7 | 24m 30s | 2.3 | 2.4 | 1.9 | 2.3 | | WHW03 | 5 | 20m 00s | 2.4 | 2.2 | 1.6 | 2.6 | | EA6350 | 2 | 10m 30s | 2.5 | 1.5 | 2.0 | 2.5 | **Key Observations:** - **RE6350** and **MX6200** dominate handle time, combining complex mesh troubleshooting with frequent protocol deviations (e.g., incorrect reset durations). - **WHW03** shows moderate scores but longer handles due to LED misinterpretation and app-pairing confusion. #### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |--------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | CONNECTIVITY | 15 | 21m 30s | 2.2 | 2.1 | 1.7 | 2.3 | ✓ | | SETUP | 12 | 16m 40s | 2.4 | 2.3 | 1.8 | 2.4 | | **Focus Area: CONNECTIVITY** - **Pattern:** Extended handles stem from repeated reset attempts, WAN LED misreads, and insufficient ISP verification. - **Watch:** Confirm WAN status before resets; use KB-defined LED states (e.g., solid red = error on WHW03, not “poor signal”). --- ### ## Week-over-Week Movement *No prior-week comparison data provided.* --- ### ## What Went Well 1. **Accurate Model Identification & KB Alignment** - Correctly identified **MX6200** mesh systems early and applied KB-aligned steps (e.g., 5-press pairing). - Example: Guided customer through successful mesh recovery after app troubleshooting failed. - `[#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/)` 2. **Effective App-Based Troubleshooting** - Used Linksys app to verify node status, confirm resolution, and restore connectivity on **MX4200** and **WHW03** systems. - `[#LTS00130978](https://linksys.happyfox.com/staff/ticket/130978/)` - `[#LTS00131054](https://linksys.happyfox.com/staff/ticket/131054/)` 3. **Clear Self-Help Paths** - Provided step-by-step email instructions for out-of-warranty devices (e.g., **EA6500**, **WHW03**), enabling customer-led resolution. --- ### ## Growth Opportunities 1. **Reset Procedure Accuracy** - **Issue:** Repeated 30-second resets instructed for **WHW03** and **MX6200** (KB specifies ~10–15 seconds). - **Next Step:** Use model-specific reset times: - **WHW03/Velop:** Hold reset **10 seconds** until LED off. - **MX6200:** Hold reset **~15 seconds** or use 5-press method. - `[#LTS00130964](https://linksys.happyfox.com/staff/ticket/130964/)` - `[#LTS00130946](https://linksys.happyfox.com/staff/ticket/130946/)` 2. **Critical Product Detail Collection** - **Issue:** Serial numbers, warranty status, and exact models (e.g., **EA6500 v2**) often missing, leading to misaligned guidance. - **Next Step:** Systematically collect: 1. Full serial number 2. Warranty status via lookup 3. Exact model/variant (e.g., “MX6200 Pro 6E”) - `[#LTS00025493](https://linksys.happyfox.com/staff/ticket/25493/)` - `[#LTS00131510](https://linksys.happyfox.com/staff/ticket/131510/)` --- ### ## Next Week's Focus - **Practice model-specific reset durations** (10s for WHW03, 15s for MX6200) during calls. - **Add a “3-Point Check”** before troubleshooting: 1. Confirm model/serial 2. Verify WAN/ISP status 3. Document LED states - **Use the Linksys app for mesh diagnostics** as first step on MX/WHW series. - **Escalate early** when LED states contradict KB (e.g., solid red on WHW03 = hardware fault). --- ### ## Technical Accuracy | **Type** | **Note** | **Ticket** | |----------------|---------------------------------------------------------------------------|-------------------------------------------------| | **Improvement**| Incorrect 30s reset duration for WHW03; KB requires ~10s (velop_router_setup.md, Section C). | `[#LTS00130964](https://linksys.happyfox.com/staff/ticket/130964/)` | | **Improvement**| 5-press pairing invalid for MX6200; KB specifies app/WPS only (Section B). | `[#LTS00130978](https://linksys.happyfox.com/staff/ticket/130978/)` | | **Improvement**| EA-2500 V3 has default SSID ‘Linksys’/password ‘admin’; no official EOL date exists. | `[#LTS00130946](https://linksys.happyfox.com/staff/ticket/130946/)` | | **Strength** | Successfully resolved WHW03 mesh issue via app-based troubleshooting (solid white LEDs confirmed). | `[#LTS00131054](https://linksys.happyfox.com/staff/ticket/131054/)` | --- ### ## Coaching Moments | **Type** | **Transcript Quote** | **Note** | **Ticket** | |----------------|-------------------------------------------------------------------------------------|---------------------------------------------------------------------------|-------------------------------------------------| | **Improvement**| *“We’ll do a 30-second factory reset… hold until the LED turns off.”* | Incorrect duration for WHW03; risks instability. KB: 10s reset. | `[#LTS00130964](https://linksys.happyfox.com/staff/ticket/130964/)` | | **Improvement**| *“Press the parent node five times to pair the child.”* | 5-press method invalid for MX6200; use app/WPS per KB. | `[#LTS00130978](https://linksys.happyfox.com/staff/ticket/130978/)` | | **Strength** | *“All nodes now show solid white in the app. Internet is restored.”* | Effective app-based resolution of MX4200 mesh pairing. | `[#LTS00130978](https://linksys.happyfox.com/staff/ticket/130978/)` | --- ### ## Escalation Lessons: What L2 Did #### ### [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) — Resolved by Level 2 - **What L1 Saw:** MX6200 mesh with intermittent disconnects, red LED on parent node. Customer reported Wi-Fi dropping 3–4 times/day. - **Why It Escalated:** L1 monitoring plan failed; node remained unstable after resets. - **Related Call Chain:** - L1 (joziel) set monitoring; issue persisted → escalated. - L2 monitored for 24h, confirmed ISP handoff, and validated firmware sync. - **What L2 Did:** - Verified ISP modem sync via `ipconfig` and `netsh int ip reset`. - Updated parent node firmware to latest build (2025.09). - Re-paired child nodes via Linksys app after confirming WAN LED solid green. - **Current State:** Resolved; customer advised to monitor for 48h. - **L1 Learning Points:** 1. Confirm WAN LED green before resets. 2. Use `netsh int ip reset` for IP conflicts. 3. Escalate when monitoring fails after two attempts. #### ### [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) — Resolved by Level 2 - **What L1 Saw:** EA7450 unable to access banking sites; worked via TP-Link extender. - **Why It Escalated:** L1 could not isolate issue to router or ISP; no DNS/LED checks performed. - **What L2 Did:** - Ran `nslookup` to confirm DNS resolution. - Checked WAN LED (solid green) and confirmed ISP sync. - Reconfigured DHCP and firewall rules via CLI. - **L1 Learning Points:** 1. Always check WAN LED and run `nslookup` for connectivity issues. 2. Use CLI for advanced firewall/DHCP troubleshooting when app fails. #### ### [#TE00131415](https://linksys.happyfox.com/staff/ticket/131415/) — Resolved by Level 2 - **What L1 Saw:** RE6350 extender showed “no internet” despite main node online. - **Why It Escalated:** L1 reset procedures failed; no verification of extender MAC/IP. - **What L2 Did:** - Confirmed extender MAC registration via `arp -a`. - Flushed ARP cache and renewed DHCP lease. - Reinitialized extender via `extender.linksys.com`. - **L1 Learning Points:** 1. Use `arp -a` to verify extender MAC registration. 2. Flush ARP and renew DHCP before reinitializing. --- ### ## Coach Appendix **Weekly Trend Summary:** - **32 calls**, **18 resolved** (44% resolution rate). **MX6200** and **CONNECTIVITY** dominate volume and handle time. - **Critical Gaps:** - Inconsistent reset durations (30s vs KB 10–15s). - Missing serial/model/warranty data in 60% of calls. - LED misinterpretation (e.g., solid red = error, not “poor signal”). **Next Coaching Focus:** - Drill model-specific reset procedures and LED guides. - Implement a checklist for serial/model/warranty capture at call start. - Review KB articles for WHW03, MX6200, and RE6350 troubleshooting flows. --- ### ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|----------------|-------|-----------|---------|--------------|----------------------| | [#LTS00130751](https://linksys.happyfox.com/staff/ticket/130751/) | 2026-05-25 | 3.0 | INBOUND | EA6500 | CONNECTIVITY | ✓ Resolved | | [#LTS00130613](https://linksys.happyfox.com/staff/ticket/130613/) | 2026-05-25 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130763](https://linksys.happyfox.com/staff/ticket/130763/) | 2026-05-25 | 1.3 | INBOUND | MX6200 | SETUP | ↑ Escalated | | [#LTS00130892](https://linksys.happyfox.com/staff/ticket/130892/) | 2026-05-26 | 3.0 | INBOUND | EA6350 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130964](https://linksys.happyfox.com/staff/ticket/130964/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | SETUP | ✓ Resolved | | [#LTS00130978](https://linksys.happyfox.com/staff/ticket/130978/) | 2026-05-26 | 3.0 | INBOUND | MX4200 | SETUP | ✓ Resolved | | [#LTS00131054](https://linksys.happyfox.com/staff/ticket/131054/) | 2026-05-27 | 3.5 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00131494](https://linksys.happyfox.com/staff/ticket/131494/) | 2026-05-29 | 3.5 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved |