# mikaelhjoshua.anasco@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 |
|---|---|---|---|---|---|
| 22 | 25m 46s | WHW03 | SETUP | 22 | 6 |

---

## Scorecard

| Dimension   | This Week | Calls Reviewed |
|-------------|-----------|----------------|
| Accuracy    | 2.00      | 22             |
| Protocol    | 1.80      | 22             |
| Communication | 2.30      | 22             |
| Overall     | 2.20      | 22             |

*22 calls reviewed. Overall score range: 1.10 – 4.50.*

---

## Where Time Goes

### Models Supported

| Model   | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication |
|---------|-------|-----------------|-------------|--------------|--------------|--------------------|
| MX2000  | 2     | 48m 03s         | 1.50        | 1.00         | 1.00         | 2.50               |
| LN11011202 | 2   | 44m 21s         | 1.70        | 1.00         | 1.50         | 2.50               |
| WHW03   | 4     | 38m 13s         | 2.10        | 2.20         | 1.80         | 2.20               |

**Key Observations**  
- **MX2000** and **LN11011202** dominate handle time with averages over 44 minutes and low overall scores (1.5–1.7).  
- These slow models also show the lowest accuracy and protocol scores, indicating a need for focused model-specific coaching and process refinement.

### Problem Categories

| Category        | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
|-----------------|-------|-----------------|-------------|--------------|--------------|--------------------|-------------|
| SETUP           | 8     | 33m 22s         | 2.00        | 1.90         | 1.60         | 2.40               | ✓          |
| ACCESS          | 7     | 14m 52s         | 2.30        | 2.30         | 1.70         | 2.40               | ✓          |
| CONNECTIVITY    | 5     | 24m 16s         | 2.10        | 2.00         | 2.00         | 2.40               | ✓          |
| GENERAL INQUIRY | 2     | 09m 15s         | 3.00        | 3.00         | 2.00         | 1.50               |             |

**Focus Area Insights**  
- **SETUP** calls are the most time-intensive and lowest-scoring category. Common issues include misapplied reset procedures and unconfirmed WAN connectivity.  
- **ACCESS** and **CONNECTIVITY** show moderate scores but benefit from stricter model verification before troubleshooting.

---

## What Went Well

### Clear communication and patience  
The agent maintained a calm, respectful tone even during extended silences and complex troubleshooting.  

> **Call [#13b4fcdc-58e0-11f1-98ea-42010a62006f](https://linksys.happyfox.com/staff/ticket/130828/)**  
> *“And I really do apologize, sir. Can you spell out your email address for me?”*  

### Successful resolution of app login issues  
Guided a customer through password reset using the router password and recovery key, confirming successful login and node status.  

> **Call [#56e52508-5a7b-11f1-812a-42010a62006f](https://linksys.happyfox.com/staff/ticket/131198/)**  
> *“I’m happy to confirm that your password has been reset and you’re now able to log in to the app successfully.”*  

### Efficient escalation handling  
When issues exceeded threshold, the agent clearly communicated next steps and set realistic expectations for callbacks.  

> **Call [#7a58e5e6-5810-11f1-8d2b-42010a62006f](https://linksys.happyfox.com/staff/ticket/128992/)**  
> *“I’ve escalated this to our technical team and you’ll receive a callback within 24–48 business hours.”*

---

## Growth Opportunities

### Incorrect technical guidance on model-specific procedures  
The agent applied the 5-press reset method to devices where it is unsupported (SPNM and MX series), leading to confusion and ineffective troubleshooting.  

> **Call [#57070c16-59ba-11f1-8d2b-42010a62006f](https://linksys.happyfox.com/staff/ticket/131016/)**  
> *“Hold the reset button five times within five seconds—this will reset your node.”*  

**What “good” looks like**  
- Verify device model **before** recommending reset procedures.  
- Use the **Pair button method** for SPNM devices and **10-second reset** for MX/Velop series per KB.  

### Failure to verify product model before troubleshooting  
Providing model-specific steps without confirmation led to inaccurate guidance and repeated misdiagnosis.  

> **Call [#32e857c0-5a93-11f1-8bec-42010a62006f](https://linksys.happyfox.com/staff/ticket/123101/)**  
> *“Your parent node is a cognitive mesh router, so this node cannot be set up as a parent.”*  

**What “good” looks like**  
- Always collect and confirm **product model, serial number, and warranty status** early in the call.  
- Cross-reference the model against KB before issuing device-specific commands.

---

## Next Week's Focus

1. **Model-first troubleshooting** – Confirm product model and topology before any procedural guidance.  
2. **WAN validation** – Verify internet connectivity on the parent node (via wired test or `myrouter.local` ping) **before** troubleshooting mesh nodes.  
3. **LED state accuracy** – Use KB-defined LED interpretations only (e.g., solid purple = ready on MX, not “solid pink”).  
4. **Reset method discipline** – Apply the **5-press reset only to LN/MX6200/MBE devices**; use **10-second reset** for WHW/MX/MR series.

---

## Technical Accuracy

### **Improvement**  
Incorrectly applied 5-press reset to SPNM device, which is unsupported per KB.  
> **Call [#57070c16-59ba-