### # riojene.ladera@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 | |---|---|---|---|---|---| | 29 | 15m 02s | MX6200 | CONNECTIVITY | 29 | 2 | --- ### ## Scorecard | Dimension | This Week | Calls Reviewed | |-------------|-----------|----------------| | Accuracy | 2.30 | 29 | | Protocol | 1.70 | 29 | | Communication | 2.10 | 29 | | Overall | 2.20 | 29 | *Scores reflect a balanced performance with room to grow in protocol adherence. 29 calls reviewed (lowest overall: 1.2, highest: 3.3).* --- ### ## Where Time Goes #### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |----------|-------|-----------------|-------------|--------------|--------------|-------------------| | MX6200 | 5 | 23m 45s | 2.10 | 2.20 | 1.60 | 2.20 | | WHW03 | 3 | 34m 09s | 2.00 | 3.30 | 2.00 | 1.70 | | E8450 | 2 | 27m 42s | 2.10 | 1.50 | 2.00 | 2.50 | **Key Observations:** - **MX6200** drives the highest handle time and appears in 17% of calls. Its moderate scores suggest consistent but time-intensive handling. - **WHW03** calls are notably longer (34m avg) with mixed scores—strong accuracy but weaker communication. Focus on streamlining mesh-troubleshooting flows for this model. #### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |-------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | CONNECTIVITY | 13 | 17m 37s | 2.00 | 2.20 | 1.70 | 2.10 | ✓ | | SETUP | 8 | 17m 16s | 2.20 | 2.40 | 1.80 | 2.30 | | | ACCESS | 3 | 31m 52s | 1.90 | 1.30 | 1.70 | 2.00 | ✓ | | CONFIGURATION | 3 | 17m 09s | 2.00 | 2.00 | 1.70 | 2.00 | ✓ | **Drill-Down Insights:** - **CONNECTIVITY** issues dominate call volume and time. Lower protocol scores here suggest missed opportunities for structured triage (e.g., WAN checks, LED validation). - **ACCESS** and **CONFIGURATION** show weaker accuracy—prioritize KB verification and model-specific guidance for these categories. --- ### ## What Went Well 1. **Accurate Model Identification** > *"All right. So you want to separate the Wi-Fi band so that other devices will be connected 2.4 gigahertz Wi-Fi bands. Is that correct?"* [#LTS00130916](https://linksys.happyfox.com/staff/ticket/130916/) *Collecting model (MR6350) and serial number correctly enables precise support.* 2. **Successful Mesh Node Pairing** > *"Can you try to move or plug in this child node at least two to three feet from the parent node... Press the pair button for 5 seconds."* [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) *Guided the customer to solid white LED, confirming mesh recovery.* --- ### ## Growth Opportunities 1. **Wi-Fi Band Separation Guidance** > *"I’m sorry, put back uh what ma’am? Oh. Okay, got it. By the way, what’s the serial number for your Linksys device..."* [#LTS00130916](https://linksys.happyfox.com/staff/ticket/130916/) ***Next Step:** Provide immediate, model-specific steps for separating 2.4 GHz bands on MR6350 (e.g., admin UI navigation, SSID settings) before discussing warranty or paid options.* 2. **Basic Troubleshooting for Internet Outages** > *"Did you experience network outages, power outages so far or just the router itself did not work?"* [#LTS00130920](https://linksys.happyfox.com/staff/ticket/130920/) ***Next Step:** Always verify WAN/modem status, power-cycle nodes, and check LED states before offering self-help or paid support. Document findings to avoid repeat contacts.* --- ### ## Next Week's Focus - **Verify WAN Connectivity First:** For any internet-outage report, confirm modem lights, Ethernet cables, and ISP status *before* proceeding to router resets. - **Use Model-Specific KB Articles:** Reference the MR6350 setup guide for band-separation steps instead of generic advice. - **Standardize Mesh Recovery:** For WHW/MX nodes, follow the 5-press pairing method *only* after confirming parent node stability and WAN connectivity. - **Document and Escalate Early:** When hardware defects are suspected (e.g., persistent red LEDs), collect serial/warranty data and escalate to L2 with clear symptom summaries. --- ### ## Technical Accuracy **Improvement** - Agent provided contradictory warranty statements and inaccurate Wi-Fi 7 claims for the EA7500. [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) *Next time: Confirm warranty status via system lookup, and verify product specs before stating capabilities.* **Improvement** - Agent instructed an invalid 20-second reset for MX6200 (KB specifies 15 seconds) and an unsupported 5-press recovery sequence. [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) *Next time: Use model-specific reset durations and avoid non-documented recovery methods.* **Improvement** - Agent claimed Wi-Fi passwords have a 16-character limit (actual: 63 characters for WPA2/WPA3). [#LTS00131047](https://linksys.happyfox.com/staff/ticket/131047/) *Next time: Reference WPA standards when discussing password complexity.* --- ### ## Escalation Lessons: What L2 Did #### ### [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) — Resolved by Level 2 - **What L1 Saw:** WHW01 mesh nodes showing solid red LEDs, no internet. Customer reported "no purple light." - **Why It Escalated:** L1 skipped WAN/modem verification and offered only email guidance without confirming basic connectivity. - **What L2 Did:** Verified hardware functionality, confirmed WAN status, and guided a factory reset via admin UI. - **Current State:** Resolved—nodes now show solid blue. - **L1 Learning Points:** 1. Always check WAN/modem status and LED states before proceeding. 2. For solid red LEDs, attempt a hard reset (15 seconds) and re-pair via 5-press sequence. 3. Document serial number and topology early to avoid repeat contacts. #### ### [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) — Pending with Level 2 - **What L1 Saw:** MX6200 parent node with blinking blue LED, customer unable to stabilize. - **Why It Escalated:** L1 used an invalid 5-press reset and didn’t collect serial/warranty data. - **What L2 Did:** Initiated hardware evaluation for potential defect; awaiting customer’s return of node for pro-rated refund. - **Current State:** Pending—awaiting returned unit. - **L1 Learning Points:** 1. Collect serial number and warranty status *before* troubleshooting. 2. For MX6200, use 15-second hard reset, not 5-press pairing. 3. If LED remains unstable after reset, escalate with clear symptom description and hardware evaluation request. --- ### ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00130888](https://linksys.happyfox.com/staff/ticket/130888/) | 2026-05-26 | 3.00 | INBOUND | EA7500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130916](https://linksys.happyfox.com/staff/ticket/130916/) | 2026-05-26 | 3.00 | INBOUND | MR6350 | CONFIGURATION | ✓ Likely resolved | | [#LTS00130920](https://linksys.happyfox.com/staff/ticket/130920/) | 2026-05-26 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | ✓ Likely resolved | | [#TE00130941](https://linksys.happyfox.com/staff/ticket/130941/) | 2026-05-26 | 1.50 | INBOUND | WHW01 | CONNECTIVITY | ↑ Escalated | | [#PR00005769](https://linksys.happyfox.com/staff/ticket/5769/) | 2026-05-26 | 3.00 | INBOUND | MX6200 | HARDWARE | ↑ Escalated | | [#LTS00131047](https://linksys.happyfox.com/staff/ticket/131047/) | 2026-05-27 | 2.20 | INBOUND | E5400 | ACCESS | ✓ Likely resolved | | [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) | 2026-05-27 | 1.40 | INBOUND | MX5500 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00131059](https://linksys.happyfox.com/staff/ticket/131059/) | 2026-05-27 | 1.40 | INBOUND | MR7350 | CONNECTIVITY | ⏳ Pending | | [#LTS00045681](https://linksys.happyfox.com/staff/ticket/45681/) | 2026-05-27 | 3.00 | OUTBOUND | MX6200 | SETUP | ✓ Resolved | | [#LTS00131075](https://linksys.happyfox.com/staff/ticket/131075/) | 2026-05-27 | 1.80 | INBOUND | EA6900 | CONNECTIVITY | ⏳ Pending | | [#LTS00123747](https://linksys.happyfox.com/staff/ticket/123747/) | 2026-05-27 | 1.40 | INBOUND | MX5500 | CONNECTIVITY | ⏳ Pending | | [#LTS00109388](https://linksys.happyfox.com/staff/ticket/109388/) | 2026-05-27 | 1.30 | INBOUND | E7350 | SETUP | ⏳ Pending | | [#LTS00131101](https://linksys.happyfox.com/staff/ticket/131101/) | 2026-05-27 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131234](https://linksys.happyfox.com/staff/ticket/131234/) | 2026-05-28 | — | INBOUND | WHW03 | SETUP | — | | [#LTS00131261](https://linksys.happyfox.com/staff/ticket/131261/) | 2026-05-28 | 3.00 | INBOUND | E8450 | SETUP | ⏳ Pending | | [#LTS00131276](https://linksys.happyfox.com/staff/ticket/131276/) | 2026-05-28 | 1.50 | INBOUND | WHW03 | CONFIGURATION | ⏳ Pending | | [#LTS00131281](https://linksys.happyfox.com/staff/ticket/131281/) | 2026-05-28 | 1.20 | INBOUND | MR7350 | SETUP | ⏳ Pending | | [#LTS00131296](https://linksys.happyfox.com/staff/ticket/131296/) | 2026-05-28 | 3.00 | INBOUND | WRT3200ACM | ACCESS | ✓ Resolved | | [#LTS00131307](https://linksys.happyfox.com/staff/ticket/131307/) | 2026-05-28 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00131314](https://linksys.happyfox.com/staff/ticket/131314/) | 2026-05-28 | 1.40 | INBOUND | MX6200 | SETUP | ⏳ Pending | | [#LTS00131318](https://linksys.happyfox.com/staff/ticket/131318/) | 2026-05-28 | 1.80 | INBOUND | WRT310N | SETUP | ⏳ Pending | | [#LTS00131322](https://linksys.happyfox.com/staff/ticket/131322/) | 2026-05-28 | 3.00 | INBOUND | E2500 | ACCESS | ⏳ Pending | | [#LTS00084558](https://linksys.happyfox.com/staff/ticket/84558/) | 2026-05-28 | 3.30 | INBOUND | MX2000 | CONFIGURATION | ✓ Resolved | | [#LTS00131423](https://linksys.happyfox.com/staff/ticket/131423/) | 2026-05-29 | 1.30 | INBOUND | E2500 | CONNECTIVITY | ⏳ Pending | | [#LTS00131430](https://linksys.happyfox.com/staff/ticket/131430/) | 2026-05-29 | 3.00 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131467](https://linksys.happyfox.com/staff/ticket/131467/) | 2026-05-29 | 1.20 | INBOUND | E8450 | SETUP | ⏳ Pending | | [#LTS00131481](https://linksys.happyfox.com/staff/ticket/131481/) | 2026-05-29 | 3.00 | INBOUND | MX4200 | SETUP | ✓ Likely resolved | | [#LTS00103439](https://linksys.happyfox.com/staff/ticket/103439/) | 2026-05-29 | 3.00 | INBOUND | MX2000 | CONNECTIVITY | ✓ Resolved | | [#GI00131498](https://linksys.happyfox.com/staff/ticket/131498/) | 2026-05-29 | — | INBOUND | MRML191 | CONFIGURATION | ⏳ Pending | --- ### ## Coach Appendix **Weekly Trend:** - **MX6200** and **CONNECTIVITY** issues dominate call volume and handle time. - **Protocol gaps** are most evident in CONNECTIVITY and ACCESS categories, where basic triage (WAN checks, LED validation) is often skipped. - **Technical inaccuracies** (e.g., reset durations, model-specific steps) contribute to prolonged handles and repeat contacts. **Next Coaching Focus:** - Reinforce **structured triage** for CONNECTIVITY: WAN → modem → router → node. - Practice **model-specific troubleshooting** using KB articles before escalating. - Standardize **reset procedures** (15 seconds for MX/WHW, 10 seconds for E/EA series). ---