# regin.magnetico@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 | |---|---|---|---|---|---| | 44 | 17m 13s | WHW03 | SETUP | 44 | 0 | --- ## Scorecard | Dimension | This Week | Calls Reviewed | |---------------|-----------|----------------| | Accuracy | 2.70 | 44 | | Protocol | 1.80 | 44 | | Communication | 2.20 | 44 | | Overall | 2.50 | 44 | *Scores reflect a range of **1.1 – 4.1** across 44 calls reviewed.* --- ## Where Time Goes ### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |--------|-------|-----------------|-------------|--------------|--------------|-------------------| | WHW03 | 10 | 20m 45s | 2.30 | 2.80 | 1.80 | 2.20 | | MX2000 | 6 | 18m 25s | 2.10 | 2.30 | 1.50 | 2.00 | | E5400 | 2 | 14m 00s | 2.00 | 4.00 | 2.00 | 2.00 | | MR9600 | 2 | 7m 24s | 2.40 | 3.00 | 2.00 | 1.50 | **Key Observations** - **WHW03** and **MX2000** dominate handle time, aligning with their complexity and lower resolution rates (4/10 and 2/6 resolved, respectively). - **E5400** shows strong accuracy (4.00) but zero resolved calls, indicating potential for improved closure strategies. ### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |-------------------|-------|-----------------|-------------|--------------|--------------|-------------------|------------| | SETUP | 15 | 20m 28s | 2.20 | 2.60 | 1.70 | 2.10 | ✓ | | CONNECTIVITY | 12 | 22m 54s | 2.10 | 2.30 | 1.70 | 2.30 | ✓ | | ACCESS | 6 | 25m 12s | 2.30 | 2.80 | 1.70 | 2.20 | ✓ | | NO TROUBLESHOOTING NEEDED | 3 | 12m 27s | 2.50 | 3.30 | 1.70 | 2.00 | | **Drill-Down Insights** - **SETUP** and **CONNECTIVITY** issues consume ~70% of total handle time and show the lowest protocol scores (1.7). Focus on streamlining troubleshooting sequences and documentation. - **ACCESS** cases (e.g., account resets, dashboard logins) require clearer escalation paths and faster resolution. --- ## What Went Well ### Strengths in Action 1. **Accurate Model Identification** > *"The model number of your Linksys device are both WHW03."* [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) *Correctly identified Velop mesh systems, enabling targeted troubleshooting.* 2. **Professional Communication** > *"Okay, so you mentioned earlier that your first name is Paul. How about your last name? Rosenza. And your callback number..."* [#LTS00131207](https://linksys.happyfox.com/staff/ticket/131207/) *Used phonetics to confirm contact details, reducing errors and building trust.* --- ## Growth Opportunities ### Areas for Immediate Impact 1. **Technical Accuracy in LED Interpretation** > *"Solid purple means the router is not providing internet..."* [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) ***What good looks like:*** - Verify LED states against KB (e.g., solid white = online on MX5500, not purple). - Cross-check firmware and topology before stating status. - **Next step:** Review `led_cog_mesh_group_d_spnm60_62.md` and `velop_wifi_connectivity.md`. 2. **Protocol Adherence in No-Internet Scenarios** > *"I don’t see any internet connection..."* [#LTS00131291](https://linksys.happyfox.com/staff/ticket/131291/) ***What good looks like:*** - Always verify WAN/modem status and perform power cycles before declaring outages. - Document LED observations and WAN tests in HappyFox. - **Next step:** Add WAN check to standard no-internet triage script. --- ## Next Week's Focus - **Practice LED/Firmware Cross-Checks** Spend 5 minutes per call verifying LED states against the device’s KB before stating connectivity status. - **Standardize WAN Triage** Begin every no-internet call with modem power cycle and WAN cable inspection. - **Improve Case Documentation** Log serial numbers, model, and LED states in every ticket to enable faster handoffs. - **Refine Empathy in Hold Scenarios** Use phrases like *“I’ll stay on the line while we check this”* during extended holds. --- ## Technical Accuracy ### **Improvement** > *Incorrectly stated that E5400 cannot work as a wireless extender with a non-Linksys router; contradicts KB (`ea_series_router_setup.md`).* [#LTS00131255](https://linksys.happyfox.com/staff/ticket/131255/) ### **Improvement** > *Provided materially incorrect technical information: solid purple LED on Hydra Pro 6E does NOT mean the router is not providing internet. This directly contradicts the KB.* [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) ### **Improvement** > *Used invalid 5-press reset method for MR9000 Velop; correct procedure is 10-second reset per KB.* [#LTS00131393](https://linksys.happyfox.com/staff/ticket/131393/) --- ## Coaching Moments *(No soft-skill coaching moments identified this week; all evidence captured in Technical Accuracy and Growth Opportunities.)* --- ## Escalation Lessons: What L2 Did *No escalated cases reviewed this week.* --- ## Coach Appendix **Weekly Trend Summary** - **Resolution Rate:** 34% (15/44 calls resolved), with **SETUP** and **CONNECTIVITY** as the most time-intensive categories. - **Recurring Patterns:** - Over-reliance on paid support for out-of-warranty devices without exhausting free self-help steps. - Inconsistent LED interpretation and reset procedures, particularly for Velop and E Series devices. - Protocol gaps in case documentation (e.g., missing serial numbers, incomplete WAN verification). **Next Coaching Focus** - Review KB articles on LED states and reset procedures for WHW03, MX2000, and E5400. - Role-play WAN triage scenarios to reinforce protocol adherence. - Practice structuring calls to collect model/serial/LED data within the first 2 minutes. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00130711](https://linksys.happyfox.com/staff/ticket/130711/) | 2026-05-25 | 3.00 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Customer to purchase adapter | | [#LTS00079683](https://linksys.happyfox.com/staff/ticket/79683/) | 2026-05-25 | 3.00 | INBOUND | WHW03 | ACCESS | ✓ Likely resolved | | [#LTS00130728](https://linksys.happyfox.com/staff/ticket/130728/) | 2026-05-25 | 1.30 | INBOUND | E1000 | SETUP | ⚠ Closed incorrectly | | [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) | 2026-05-25 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130768](https://linksys.happyfox.com/staff/ticket/130768/) | 2026-05-25 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Email instructions sent | | [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) | 2026-05-25 | 3.90 | INBOUND | WHW03 | HARDWARE | ✓ Resolved | | [#LTS00130851](https://linksys.happyfox.com/staff/ticket/130851/) | 2026-05-26 | 3.00 | INBOUND | LAPAC170C | ACCESS | ⏳ Pending | | [#LTS00130860](https://linksys.happyfox.com/staff/ticket/130860/) | 2026-05-26 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Advised third-party support | | [#LTS00130875](https://linksys.happyfox.com/staff/ticket/130875/) | 2026-05-26 | 1.50 | INBOUND | MR7350 | CONFIGURATION | Abandoned/vague | | [#LTS00130878](https://linksys.happyfox.com/staff/ticket/130878/) | 2026-05-26 | 3.00 | INBOUND | SPNMX56CF | SETUP | Closed with self-help | | ... | ... | ... | ... | ... | ... | ... | *(Full table available in Coach Appendix for internal review.)*