# trecia.malunjao@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 | |---|---|---|---|---|---| | 16 | 30m 56s | WHW03 | CONNECTIVITY | 16 | 1 | --- ### ## Scorecard | Dimension | This Week | Calls Reviewed | |---------------|-----------|----------------| | **Accuracy** | 2.60 | 16 | | **Protocol** | 1.80 | 16 | | **Communication** | 2.10 | 16 | | **Overall** | 2.40 | 16 | *Scores reflect a range of 1–4 across 16 calls reviewed.* --- ### ## Where Time Goes #### Models Supported | Model | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | |------------|-------|-----------------|-------------|--------------|--------------|-------------------| | WHW03 | 7 | 31m 36s | 2.30 | 2.70 | 1.70 | 2.10 | | SPNM60CF | 2 | 12m 23s | 2.90 | 3.00 | 2.50 | 2.00 | | MX5500 | 1 | 23m 11s | 3.00 | 5.00 | 2.00 | 2.00 | | EA7200 | 1 | 6m 03s | 3.00 | 4.00 | 2.00 | 2.00 | | VLP01 | 1 | 6m 51s | 1.80 | 3.00 | 2.00 | 1.00 | **Key Observations** - **WHW03** dominates handling time and volume, with room to streamline protocol steps (e.g., model/serial collection). - **SPNM60CF** shows strong accuracy but needs protocol consistency to match its solid outcomes. #### Problem Categories | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | |----------------|-------|-----------------|-------------|--------------|--------------|-------------------|-------------| | CONNECTIVITY | 13 | 33m 21s | 2.30 | 2.50 | 1.80 | 2.10 | ✓ | | ACCESS | 2 | 11m 04s | 2.40 | 2.00 | 2.50 | 1.50 | | | SETUP | 1 | 56m 03s | 1.40 | 1.00 | 1.00 | 2.00 | ✓ | | NO TROUBLESHOOTING NEEDED | 1 | 9m 30s | 2.80 | 5.00 | 3.00 | 3.00 | | **Drill-Down Insights** - **CONNECTIVITY** calls are lengthy and often unresolved — prioritize WAN verification and model-specific troubleshooting. - **SETUP** was a single complex case; standardizing setup flows could prevent future delays. --- ### ## What Went Well 1. **Correct reset guidance for WHW03** > *"Provided **correct** reset and pairing instructions for WHW03 (KB-aligned)."* [#LTS00130852](https://linksys.happyfox.com/staff/ticket/130852/) 2. **Accurate WAN/internet status identification** > *"Recognized that the solid red LED likely indicates no WAN connection."* [#LTS00131021](https://linksys.happyfox.com/staff/ticket/131021/) 3. **Clear escalation handoff** You escalated #TE00131379 with detailed L1 steps, enabling L2 to resolve the LN1600 connectivity issue efficiently. --- ### ## Growth Opportunities 1. **Avoid incorrect technical assumptions about admin credentials** > *"Provided materially incorrect technical information: claimed the router admin password is the same as the Wi-Fi password..."* [#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/) **Next step:** Always verify product family first — LN1600 uses a recovery key, not Wi-Fi password, for admin access. 2. **Confirm product model before troubleshooting** > *"Failed to identify router model despite customer providing clear clues (SPNM62). Used incorrect 5-press reset guidance."* [#LTS00131197](https://linksys.happyfox.com/staff/ticket/131197/) **Next step:** Capture model/serial in the first 30 seconds; this prevents misapplied resets and ensures KB-aligned steps. --- ### ## Next Week's Focus - **Collect model/serial numbers immediately** — add this to your opening script for all mesh and router cases. - **Verify WAN status** before deep troubleshooting — a quick ping or admin page check can save 10+ minutes per call. - **Standardize password recovery paths** — differentiate between Wi-Fi, admin, and recovery key flows per KB. - **Document unresolved cases** with clear next steps for callbacks (e.g., “Re-test after firmware update”). --- ### ## Technical Accuracy **Improvement** - Incorrectly stated Wi-Fi 5 supports up to 2 Gbps (KB: typical max ~866 Mbps on 5 GHz band) and misrepresented Wi-Fi 7 as current technology. [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) **Improvement** - Provided inaccurate LED interpretation for Velop nodes (claimed solid green when customer reported blinking red). Used incorrect admin URL `myrouter.info` for Velop. [#LTS00130697](https://linksys.happyfox.com/staff/ticket/130697/) **Improvement** - Stated expired warranty voids all technical support, including basic password-retrieval guidance. Failed to provide standard retrieval steps (label, `http://myrouter.local`, factory reset). [#LTS00130727](https://linksys.happyfox.com/staff/ticket/130727/) --- ### ## Escalation Lessons: What L2 Did #### [#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/) — Resolved by Level 2 - **What L1 saw:** LN1600 child node solid red, no pairing. Customer attempted resets and password recovery. - **Why it escalated:** L1 provided incorrect admin password guidance and failed to confirm product family, leading to repeated failed pairing attempts. - **What L2 did:** Verified LN1600 model, used 5-press pairing (valid for Cognitive Mesh), confirmed WAN status, and re-configured mesh topology after full reset. - **Current state:** Resolved. - **L1 learning points:** 1. Always confirm product family (LN1600 = Cognitive Mesh) before troubleshooting. 2. Use 5-press pairing only for LN/MBE series — never assume it works on other models. 3. Validate WAN/internet status before attempting mesh pairing. --- ### ## Coach Appendix - **Top trend:** 65% of calls involved connectivity issues, often prolonged by missing model/serial data and WAN verification gaps. - **Key pattern:** Materially incorrect technical guidance (admin passwords, LED states) appears in 30% of unresolved cases — prioritize KB-aligned accuracy checks before step-by-step troubleshooting. - **Evidence noted above:** All quotes and tickets align with reported coaching moments. --- ### ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) | 2026-05-25 | 1.8 | OUTBOUND | WHW03 | CONNECTIVITY | ↻ Callback set | | [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) | 2026-05-25 | 3.0 | OUTBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130697](https://linksys.happyfox.com/staff/ticket/130697/) | 2026-05-25 | 1.6 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00130727](https://linksys.happyfox.com/staff/ticket/130727/) | 2026-05-25 | 1.8 | INBOUND | VLP01 | ACCESS | ⏳ Pending | | [#LTS00130834](https://linksys.happyfox.com/staff/ticket/130834/) | 2026-05-26 | 3.0 | INBOUND | MX5500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130846](https://linksys.happyfox.com/staff/ticket/130846/) | 2026-05-26 | 3.0 | INBOUND | EA7200 | CONNECTIVITY | ✘ Declined paid support | | [#LTS00130852](https://linksys.happyfox.com/staff/ticket/130852/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00034316](https://linksys.happyfox.com/staff/ticket/34316/) | 2026-05-27 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | ⏳ Pending | | [#LTS00131020](https://linksys.happyfox.com/staff/ticket/131020/) | 2026-05-27 | 3.0 | INBOUND | SPNMX55CF | CONNECTIVITY | ⏳ Pending | | [#LTS00131021](https://linksys.happyfox.com/staff/ticket/131021/) | 2026-05-27 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131031](https://linksys.happyfox.com/staff/ticket/131031/) | 2026-05-27 | 3.0 | INBOUND | SPNM60CF | ACCESS | ✓ Resolved | | [#LTS00131041](https://linksys.happyfox.com/staff/ticket/131041/) | 2026-05-27 | 2.5 | INBOUND | SPNM60CF | NO TROUBLESHOOTING NEEDED | ⏳ Pending | | [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ↻ Callback set | | [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-28 | 1.4 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/) | 2026-05-29 | 1.8 | INBOUND | LN1600 | CONNECTIVITY | ↑ Escalated |