# paulo.real@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 | |---|---|---|---|---|---| | 14 | 31m 13s | MX2000 | CONNECTIVITY | 13 | 7 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |-------------|-----------|----------------| | Accuracy | 2.36 | 14 | | Protocol | 1.57 | 14 | | Communication | 2.07 | 14 | | Overall | 2.04 | 14 | *Scores reflect 14 calls reviewed. Overall range: 1.0 – 3.6.* --- ## Where Time Goes ### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |----------|-------|-----------------|-------------|--------------|--------------|-------------------| | EA6350 | 1 | 74m 29s | 3.0 | 2.0 | 1.0 | 2.0 | | MX2000 | 3 | 52m 25s | 2.0 | 2.0 | 2.0 | 2.33 | | E5400 | 1 | 36m 56s | 3.2 | 4.0 | 2.0 | 2.0 | | MR5500 | 2 | 24m 20s | 2.15 | 2.5 | 2.0 | 2.0 | | WHW01 | 1 | 8m 11s | 1.3 | 1.0 | 1.0 | 2.0 | | MX6200 | 2 | 21m 05s | 1.35 | 1.0 | 1.0 | 2.0 | | SE3005 | 1 | 18m 58s | 3.6 | 5.0 | 2.0 | 3.0 | | EA6100 | 1 | 14m 37s | 1.8 | 3.0 | 2.0 | 2.0 | | EA8300 | 1 | 18m 58s | 1.4 | 1.0 | 2.0 | 2.0 | **Slowest models:** EA6350 and MX2000 consistently consumed the most time with lower accuracy and protocol scores, indicating a need for targeted troubleshooting training on these platforms. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |----------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | CONNECTIVITY | 6 | 33m 19s | 1.7 | 2.17 | 1.67 | 2.0 | ✓ | | ACCESS | 2 | 13m 26s | 2.1 | 3.0 | 1.5 | 1.5 | ✓ | | SETUP | 2 | 28m 07s | 2.4 | 3.0 | 2.0 | 2.5 | | | NO TROUBLESHOOTING NEEDED | 2 | 23m 12s | 2.65 | 3.0 | 1.5 | 2.5 | | | HARDWARE | 1 | 23m 09s | 1.2 | 1.0 | 2.0 | 2.0 | ✓ | **CONNECTIVITY** and **ACCESS** categories show extended handle times and lower scores. For **CONNECTIVITY**, focus on verifying WAN status and signal strength before escalating. For **ACCESS**, ensure remote app deprecation guidance is consistent and document local interface usage. --- ## Week-over-Week Movement - **Call volume increased** from 6 to 14 (-142% delta) - No prior-week score or handle-time deltas available for comparison - **New top product:** MX2000 (previously unranked) - **New top problem:** CONNECTIVITY (previously HARDWARE) --- ## What Went Well > **Effective setup guidance for E5400** > "Router configured, Wi‑Fi SSID/password updated, internet speed verified; no further steps required." > [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) > **Correct identification of local access requirement for MR5500** > "Use local web interface (myrouter.info) to manage the router; remote app access is no longer supported." > [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) --- ## Growth Opportunities > **Incorrect technical guidance on mesh pairing/reset** > Agent used 5-press reset on MX2000 instead of Pair button or admin UI, and failed to confirm resolution before closing. > [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) > *What good looks like:* Use Pair button or admin UI for MX2000 pairing. Always verify node status (solid blue) and confirm internet connectivity before closing. > **Failure to perform basic troubleshooting for connectivity issues** > No WAN check, power cycle, or LED validation performed despite clear outage trigger. > [#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/) > *What good looks like:* Start every connectivity call with WAN verification, modem power cycle, and LED status check. Document findings before offering paid support. --- ## Next Week's Focus - Practice **MX2000 mesh pairing** using Pair button or admin UI; avoid 5-press reset - Begin **every connectivity call** with WAN check, modem reboot, and LED validation - Consistently **document serial numbers** and **warranty status** during hardware discussions - Use **structured troubleshooting flow** for ENPHASE solar device connectivity --- ## Technical Accuracy **Improvement** Agent used incorrect pairing/reset method for MX2000 Velop device. Should use Pair button or admin UI for pairing, not 5-press. [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) **Improvement** Agent failed to perform basic troubleshooting steps despite clear hardware-related issue after power outage. [#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/) **Improvement** Agent instructed incorrect reset duration for WHW01 node, contradicting KB guidance of 10-15 seconds. [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) **Improvement** Agent did not verify Wi‑Fi credentials, SSID, or band during Enphase device connection troubleshooting. [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) **Strength** Agent provided accurate and actionable setup guidance for E5400 router, aligning with KB. [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) --- ## Coaching Moments **Improvement** > "Incorrect pairing/reset method for MX2000 (used 5‑press instead of Pair button)." > Agent used the 5‑press pairing method, which is not appropriate for MX2000 Velop devices (should use Pair button or admin UI). > [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) **Improvement** > "No attempt to perform basic troubleshooting (e.g., power cycle, reset, check WAN connection) before offering paid support." > Failed to perform any basic troubleshooting despite a clear storm-related trigger. > [#LTS00131171](https://linksys.happyfox.com/staff/ticket/131171/) --- ## Escalation Lessons: What L2 Did ### [#LTS00122643](https://linksys.happyfox.com/staff/ticket/122643/) — Resolved by Level 2 - **What L1 saw:** Intermittent Wi‑Fi loss on iPhone with MX6200 mesh; customer reported signal drops when moving distances. L1 provided incorrect guidance (channel-finder, app reinstall, router password for app login) and failed to verify WAN status or firmware. - **Why it escalated:** L1 misdiagnosed the issue and provided technically inaccurate instructions, leading to unresolved customer frustration. - **Related call chain:** This was a repeat contact; L1 closed the case incorrectly after escalation, requiring L2 to re-open and resolve. - **What L2 did:** Performed comprehensive mesh diagnostics, verified firmware, corrected initial misguidance, and confirmed resolution through signal strength testing and customer validation. - **Current state:** Resolved - **L1 learning points:** 1. Always verify WAN/internet status and firmware version before troubleshooting Wi‑Fi issues. 2. Use correct product-specific guidance — channel-finder runs automatically and cannot be manually triggered. 3. Confirm resolution with the customer and document findings before closing. ### [#TE00130648](https://linksys.happyfox.com/staff/ticket/130648/) — Resolved by Level 2 - **What L1 saw:** E5400 router not configured after ISP modem bridge; customer needed Wi‑Fi setup and internet verification. L1 guided physical wiring, Wi‑Fi configuration, and speed test. - **Why it escalated:** L1 initiated unsupported remote session and omitted warranty/serial collection, requiring L2 review for compliance. - **Related call chain:** First contact; no prior interactions. - **What L2 did:** Validated L1’s technical steps, collected serial/warranty info, and ensured proper documentation. Confirmed internet speed (~95 Mbps) and closed the case. - **Current state:** Resolved - **L1 learning points:** 1. Avoid unsupported remote sessions; use approved methods only. 2. Always collect serial number and verify warranty status during hardware setup. 3. Provide router admin URL (myrouter.local or http://[IP]) during configuration. ### [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) — Resolved by Level 2 - **What L1 saw:** MX2000 mesh speed drop after relocation; customer unsure if modules were misconnected. L1 suggested generic power-cycle without topology verification. - **Why it escalated:** L1 did not perform basic diagnostics (speed test, WAN check) or confirm module connections. - **Related call chain:** Follow-up call; previous agent provided vague guidance. - **What L2 did:** Instructed full power-cycle, verified mesh topology, confirmed correct module connections, and guided customer through signal strength test. - **Current state:** Resolved - **L1 learning points:** 1. For mesh speed issues, always verify WAN status, perform speed test, and confirm topology. 2. Use product-specific diagnostics — MX2000 requires module connection validation. 3. Document customer actions and results before escalating. ### [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) — Resolved by Level 2 - **What L1 saw:** MX2000 child node solid magenta, refusing to pair. L1 performed multiple resets, firmware updates, and remote session without success. - **Why it escalated:** L1 used incorrect 5-press pairing method and failed to confirm resolution. - **Related call chain:** Repeat contact; previous agents provided inconsistent guidance. - **What L2 did:** Confirmed magenta indicates fault state, guided hardware reset, and initiated RMA after confirming hardware failure. - **Current state:** Resolved - **L1 learning points:** 1. For MX2000, use Pair button or admin UI — not 5-press. 2. Magenta LED indicates fault; proceed to hard reset if not resolved. 3. After multiple resets, escalate for possible hardware replacement. ### [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) — Resolved by Level 2 - **What L1 saw:** WHW01 node solid blue, unable to pair. L1 instructed 1-minute reset (incorrect) and misinterpreted solid blue as failure. - **Why it escalated:** L1 provided incorrect reset duration and skipped pairing steps. - **Related call chain:** Escalated after L1 incorrectly closed the case. - **What L2 did:** Explained solid blue means “ready for setup,” guided correct 15-second reset, and verified pairing via app. - **Current state:** Resolved - **L1 learning points:** 1. Solid blue on WHW01 means ready for setup — not failure. 2. Use 10-15 second reset per KB, not 1 minute. 3. Follow full pairing sequence: power cycle, reset, proximity test, app add. ### [#TE00131076](https://linksys.happyfox.com/staff/ticket/131076/) — Resolved by Level 2 - **What L1 saw:** MR5500 cloud account locked out. L1 advised waiting 24 hours but did not provide local access alternative. - **Why it escalated:** L1 omitted critical information about discontinued cloud access. - **Related call chain:** Follow-up; previous agent provided incomplete guidance. - **What L2 did:** Discontinued remote app access, instructed local web interface (myrouter.info), and confirmed resolution. - **Current state:** Resolved - **L1 learning points:** 1. Always inform customers about discontinued features and provide alternatives. 2. For MR5500, local access via myrouter.info is required; remote app is deprecated. 3. Verify customer understands alternative management path. ### [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) — Resolved by Level 2 - **What L1 saw:** MX6200 unable to display WebUI; customer reported white screen. L1 escalated without basic UI access checks. - **Why it escalated:** L1 did not verify browser compatibility, cache clearance, or alternative access methods. - **Related call chain:** New case; no prior interactions. - **What L2 did:** Guided customer through browser troubleshooting, cache clearance, and alternative access (myrouter.local). - **Current state:** Resolved - **L1 learning points:** 1. For WebUI issues, check browser compatibility, clear cache, and try alternative URLs. 2. Use product-specific access methods (myrouter.local for