### paolo.ebora@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 | |---|---|---|---|---|---| | 6 | 43m 51s | MX6200 | CONNECTIVITY | 6 | 6 | --- ### Scorecard | Dimension | This Week | Calls Reviewed | |---|---|---| | Accuracy | 2.10 | 6 | | Protocol | 1.50 | 6 | | Communication | 2.00 | 6 | | Overall | 1.80 | 6 | *Scores reflect 6 calls reviewed. Overall score range: 1.30 – 3.60.* --- ### Where Time Goes **Models Supported** | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |---|---|---|---|---|---|---| | MX6200 | 1 | 2h 26m 49s | 1.40 | 1.00 | 1.00 | 2.00 | | MR2000 | 1 | 46m 21s | 1.40 | 1.00 | 2.00 | 2.00 | | EA7450 | 1 | 44m 40s | 1.30 | 1.00 | 1.00 | 2.00 | | MBE7000 | 1 | 16m 08s | 1.30 | 1.00 | 1.00 | 2.00 | | MX4200 | 1 | 4m 36s | 3.60 | 5.00 | 3.00 | 2.00 | | WRT3200ACM | 1 | 28m 54s | 3.00 | 4.00 | 2.00 | 2.00 | *The MX6200 call stands out as both the longest and lowest-scoring interaction this week, indicating a critical need for focused improvement on high-complexity mesh troubleshooting.* **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |---|---|---|---|---|---|---|---| | CONNECTIVITY | 4 | 54m 23s | 1.40 | 1.00 | 1.25 | 2.00 | ✓ | | SETUP | 1 | 46m 21s | 1.40 | 1.00 | 2.00 | 2.00 | ✓ | | ACCESS | 1 | 4m 36s | 3.60 | 5.00 | 3.00 | 2.00 | | *Connectivity and Setup categories dominate both call volume and duration. The lower scores in these areas suggest opportunities to strengthen diagnostic frameworks and escalation pathways for these common issues.* --- ### What Went Well > **Effective callback scheduling** > > "Appointment rescheduled to 4:00 PM PST tomorrow." > [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) > **Correct router admin access guidance** > > "Correctly identified and guided access to router admin via http://[REDACTED_PHONE], aligned with KB for WRT Series." > [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) --- ### Growth Opportunities > **Incorrect technical guidance and unsupported procedures** > > "Instructed 5-press reset method [51:00] on a SPNM device, which is not supported and contradicts Linksys KB." > [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) > *What better looks like:* Use only KB-approved reset methods (hold reset button for 10 seconds) and verify product family before recommending any reset procedure. > **Failure to resolve core issues and lack of follow-up** > > "No resolution achieved. Customer advised to monitor and call back if issue persists. No KB article, email, or self-help path provided." > [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) > *What better looks like:* Always provide a concrete next step—whether it’s a validated self-help resource, a scheduled callback, or a clear escalation path—with the customer before closing the interaction. --- ### Next Week's Focus - **Verify product family and capabilities before recommending resets or upgrades.** - **Always pair technical guidance with a documented next step or resource.** - **Collect essential device details (serial number, warranty status) early in complex troubleshooting.** - **Practice concise, accurate explanations of technical concepts (e.g., Mbps vs. MB/s).** --- ### Technical Accuracy **Improvement** > Agent provided incorrect 5-press reset guidance for SPNM/Cognitive Mesh device (MX6200), which is unsupported and contradicts KB. This led to customer confusion and unresolved issue. > [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) **Improvement** > Agent repeatedly gave wrong web addresses (myrouter.to local, myrouter.org) and an incorrect IP ([REDACTED_PHONE]) for MR2000 router admin access, leading to unresolved connectivity issue. > [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) **Improvement** > Agent provided technically inaccurate information about firmware reflash duration, claiming it could take 24 hours to 'sink in', which is not supported by KB and misled the customer. > [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) **Improvement** > Agent provided materially inaccurate product information ('MPE 7000') and incorrect pricing for MX series nodes, undermining trust and failing to resolve coverage issue. > [#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/) **Strength** > Agent correctly guided customer to access WRT3200ACM router admin interface using http://[REDACTED_PHONE], aligned with KB guidance. > [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) --- ### Coaching Moments **Improvement** > "Advised customer to consider purchasing a new MX6202 mesh system as replacement for EA7450; no self-help resources, KB articles, or follow-up path provided." > [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) > *Note:* Pivoting to hardware sales without resolving the underlying issue or offering self-help resources undermines trust and leaves the customer unsupported. **Improvement** > "Suggested purchasing additional mesh nodes (MX series, 'MPE 7000') without providing configuration steps, compatibility verification, or support path." > [#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/) > *Note:* Offering product suggestions without proper technical validation or configuration guidance can mislead customers and damage credibility. --- ### Escalation Lessons: What L2 Did #### [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) — Resolved by Level 2 - **What L1 saw:** MX6200 intermittent to no internet connection; parent node solid red after customer hung up from previous tech. - **Why it escalated:** L1 failed to identify correct product family (SPNM/Cognitive Mesh), applied invalid 5-press reset, and provided incorrect router access URL. - **Related call chain:** Multiple L1 attempts (c87810c2-4428-11f1-8379-42010a62006f, 3eb5c2d2-5925-11f1-810c-42010a623f91, a65212ea-5931-11f1-98c7-42010a623f91, 4c7e52da-5934-11f1-ba02-42010a660053, e408c7be-5dff-11f1-8646-42010a623f91, 0e98a490-5e0a-11f1-a979-42010a660053) showed a pattern of unresolved issues and escalating frustration. - **What L2 did:** Advanced troubleshooting, attached working sysinfo, and ultimately resolved the case after verifying physical connections and LED states. - **Current state:** Resolved. - **L1 learning points:** 1. Confirm product family before troubleshooting; SPNM devices use myrouter.info, not MX-specific URLs. 2. Avoid unsupported reset methods (e.g., 5-press) on SPNM devices. 3. Provide clear next steps or self-help resources before closing. #### [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) — Resolved by Level 2 - **What L1 saw:** MR20MS initial setup failure; customer unable to access router admin page. - **Why it escalated:** L1 provided incorrect URLs and unsupported 5-press reset method, failing to establish WAN connectivity. - **Related call chain:** L1 attempts (b1fa6f4c-591e-11f1-b671-42010a623f91, 4c714ae0-5939-11f1-9f27-42010a660053, e9f52430-5948-11f1-a613-42010a623f91, c376041e-595c-11f1-874a-42010a660053) showed repeated missteps and unresolved issues. - **What L2 did:** Verified physical connections, guided customer through correct setup steps, and confirmed successful router access. - **Current state:** Resolved. - **L1 learning points:** 1. Use correct MR2000 admin URLs (myrouter.local or myrouter.info). 2. Avoid unsupported reset methods; use standard factory reset procedures. 3. Confirm WAN connectivity before proceeding with configuration. #### [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) — Resolved by Level 2 - **What L1 saw:** EA7450 unable to access some websites; extender functional but main node showing no internet. - **Why it escalated:** L1 performed firmware reflash without verifying internet connectivity afterward and provided incorrect technical information. - **Related call chain:** L1 attempts (b3a5bb86-5abc-11f1-8d83-42010a62006f, 67eb9384-5ace-11f1-8c28-42010a660053) showed incomplete troubleshooting and unresolved issues. - **What L2 did:** Reviewed case, confirmed firmware reflash was successful, and guided customer through additional troubleshooting steps to restore connectivity. - **Current state:** Resolved. - **L1 learning points:** 1. Verify internet/WAN connectivity after firmware updates. 2. Avoid misleading statements about reflash duration. 3. Collect serial number and warranty status during hardware troubleshooting. #### [#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/) — Resolved by Level 2 - **What L1 saw:** MBE7000 child node with weak signal (-74 dBm); customer seeking additional nodes. - **Why it escalated:** L1 failed to collect essential device information and provided inaccurate product suggestions. - **Related call chain:** Multiple L1 attempts (1a2bdc5a-427b-11f1-9df5-42010a623f91, b38227c4-42ad-11f1-b5cd-42010a62006f, 0256e4b2-4348-11f1-93fe-42010a623f91, 03b86ce4-441b-11f1-a9ab-42010a623f91, c334336c-5557-11f1-b2ec-42010a623f91, 07c2475e-555c-11f1-98a1-42010a623f91, 7d7dbb5a-556a-11f1-8696-42010a623f91, 7a3dfa08-5ae8-11f1-9fd3-42010a623f91) showed a pattern of incomplete troubleshooting and unresolved coverage issues. - **What L2 did:** Reviewed case, confirmed signal strength, and advised on optimal node placement and potential upgrades. - **Current state:** Resolved. - **L1 learning points:** 1. Collect model, serial number, and warranty status for hardware issues. 2. Provide accurate product information and pricing. 3. Perform standard mesh troubleshooting (reset, re-pairing) before suggesting upgrades. #### [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) — Resolved by Level 2 - **What L1 saw:** MX4200 unable to access specific website; issue persists only on Linksys network. - **Why it escalated:** L1 failed to resolve the issue and escalated for advanced troubleshooting. - **Related call chain:** L1 attempts (4224279a-5ae9-11f1-b54a-42010a62006f, 79490f20-5b01-11f1-a9b1-42010a660053, 954c3872-5bb6-11f1-bab6-42010a623f91, a186f8d8-5bb7-11f1-aa67-42010a623f91, 44096c1c-5bb8-11f1-a787-42010a660053, 516a08bc-5bbd-11f1-89bb-42010a660053) showed repeated attempts and unresolved issues. - **What L2 did:** Advanced troubleshooting, verified network configuration, and confirmed issue resolution. - **Current state:** Resolved. - **L1 learning points:** 1. Isolate and test connectivity using different networks (ISP, hotspot). 2. Document all troubleshooting steps and results. 3. Provide clear next steps or self-help resources before closing. #### [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) — Resolved by Level 2 - **What L1 saw:** WRT3200ACM no internet after ISP modem replacement; initially no Wi-Fi or wired connectivity. - **Why it escalated:** L1 restored wired connectivity but failed to fully resolve wireless issues and did not collect essential device details. - **Related call chain:** L1 attempts (c7c85ef4-5ae7-11f1-a12c-42010a623f91, 2653b07a-5b99-11f1-9038-42010a623f91, 8db05e4c-5b9b-11f1-a787-42010a660053) showed partial resolution and unresolved wireless connectivity. - **What L2 did:** Verified wired connectivity, guided customer through Wi-Fi reconfiguration, and confirmed successful restoration. - **Current state:** Resolved. - **L1 learning points:** 1. Collect serial number, warranty status, and case number for hardware troubleshooting. 2. Verify both wired and wireless connectivity after configuration changes. 3. Provide clear, step-by-step guidance to avoid customer confusion. --- ### Coach Appendix - **Key weekly trend:** High handle times and low resolution rates in Connectivity and Setup categories, driven by technical inaccuracies and incomplete troubleshooting. - **Recurring pattern:** Frequent misidentification of product families, unsupported reset procedures, and lack of essential device information collection. - **Evidence:** See detailed call summaries in sections above; focus on improving technical accuracy, resolution paths, and information gathering. --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) | 2026-05-26 18:54:18+00:00 | 1.4 | OUTBOUND | MX6200 | CONNECTIVITY | Pending | | [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) | 2026-05-26 23:43:57+00:00 | 1.4 | OUTBOUND | MR2000 | SETUP | Abandoned | | [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) | 2026-05-28 19:49:58+00:00 | 1.3 | OUTBOUND | EA7450 | CONNECTIVITY | Abandoned | | [#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/) | 2026-05-28 22:56:35+00:00 | 1.3 | INBOUND | MBE7000 | CONNECTIVITY | Abandoned | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 01:55:31+00:00 | 3.6 | OUTBOUND | MX4200 | ACCESS | Callback set | | [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) | 2026-05-29 20:18:28+00:00 | 3.0 | OUTBOUND | WRT3200ACM | CONNECTIVITY | ✓ Resolved |