# gerlie.miguello@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 |
| --- | --- | --- | --- | --- | --- |
| 39 | 18m 6s | MX2000 | CONNECTIVITY | 27 | 4 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 1.90 | 39 |
| Protocol | 1.70 | 39 |
| Communication | 2.10 | 39 |
| Overall | 2.10 | 39 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MBE | 4 | 39m 12s | 2.40 | 1.75 | 1.50 | 2.00 | Outlier: 2.6x weekly median handle time |
| WHW | 5 | 32m 40s | 2.18 | 1.20 | 1.60 | 2.20 | Outlier: 2.2x weekly median handle time |
| MX | 6 | 26m 16s | 2.92 | 3.00 | 2.25 | 2.50 | Outlier: 1.7x weekly median handle time |
| SPN | 6 | 22m 36s | 1.37 | 1.00 | 1.33 | 2.00 | Outlier: 1.5x weekly median handle time |
| MR | 1 | 15m 1s | 1.10 | 1.00 | 1.00 | 2.00 |  |
| E | 5 | 14m 52s | 2.24 | 3.00 | 1.40 | 1.80 |  |
| EA | 6 | 14m 38s | 2.22 | 2.00 | 2.00 | 2.50 |  |
| RE | 1 | 10m 42s | 3.00 | 3.00 | 2.00 | 2.00 |  |
| OTHER | 1 | 9m 49s | 3.00 | 2.00 | 2.00 | 2.00 |  |

**Key Observations**
- MBE is the slowest family at 39m 12s; outlier: 2.6x weekly median handle time.
- WHW is the slowest family at 32m 40s; outlier: 2.2x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 22 | 20m 34s | 2.00 | 1.70 | 1.60 | 2.10 | ✓ |
| SETUP | 5 | 27m 33s | 2.00 | 1.80 | 1.60 | 2.00 | ✓ |
| ACCESS | 4 | 18m 20s | 1.70 | 1.00 | 1.50 | 2.00 | ✓ |
| CONFIGURATION | 3 | 9m 29s | 2.70 | 3.30 | 2.00 | 2.30 |  |

## Week-over-Week Movement
- Improve accuracy in technical instructions (reset durations, LED interpretations).
- Ensure verification of resolution before closing calls.
- Follow protocol for model identification and warranty verification.

## What Went Well

- **Accurate product identification**  
  > Correctly identified the router model (EA7450) from the serial number, avoiding unnecessary troubleshooting paths.  
  [#LTS00131212](https://linksys.happyfox.com/staff/ticket/131212/)  

- **Structured mesh re-pairing**  
  > Guided the customer through a full node reset and parent-node swap, restoring connectivity on an MBE7000 mesh system.  
  [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/)  

---

## Growth Opportunities

- **Verify resolution before closing calls**  
  > Relied on LED state alone without confirming end-to-end internet functionality after reset, leaving potential issues undetected.  
  [#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/)  
  *Next step: Always test connectivity (e.g., speed test, device access) after configuration changes.*  

- **Standardize reset procedures**  
  > Instructed a 20-second reset for SPNM devices, which requires only 10 seconds — a common source of confusion and failed resets.  
  [#LTS00130743](https://linksys.happyfox.com/staff/ticket/130743/)  
  *Next step: Reference KB articles for model-specific reset durations and confirm LED behavior.*  

---

## Next Week's Focus

1. **Double-check resolution** — After any reset or configuration change, verify internet access and device connectivity before closing.  
2. **Use model-specific KBs** — Consult reset/pairing guides tailored to the exact product (e.g., MX, WHW, SPNM) to avoid incorrect instructions.  
3. **Capture serial numbers early** — Document model and serial upfront to streamline warranty checks and troubleshooting.  
4. **Escalate proactively** — If a call exceeds 15 minutes without clear progress, endorse to Level 2 with a concise handoff note.  

---

## Technical Accuracy

**Improvement**  
Agent gave incorrect reset duration for SPNM devices, which require 10 seconds, not 20.  
[#LTS00130743](https://linksys.happyfox.com/staff/ticket/130743/)

**Improvement**  
Agent did not guide customer to check WAN settings despite clear LED indication of connectivity issue.  
[#LTS00130720](https://linksys.happyfox.com/staff/ticket/130720/)

**Improvement**  
Agent incorrectly interpreted LED color for MR20X router, which should show solid blue, not purple.  
[#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/)

**Improvement**  
Agent incorrectly assumed Wi‑Fi password without verifying with the customer.  
[#LTS00130874](https://linksys.happyfox.com/staff/ticket/130874/)

**Improvement**  
Agent incorrectly advised MBE7000 compatibility with WHW03 nodes, which is not supported.  
[#LTS00130848](https://linksys.happyfox.com/staff/ticket/130848/)

---

## Coaching Moments

**Strength**  
> Successfully guided the customer through a full node reset and parent-node swap, a valid troubleshooting path for mesh instability.  
[#LTS00117507](https://linksys.happyfox.com/staff/ticket/117507/)

**Improvement**  
> Provided incorrect LED meanings and confusing 5‑press pairing steps for MX series nodes.  
[#TE00131428](https://linksys.happyfox.com/staff/ticket/131428/)

---

## Escalation Lessons: What L2 Did

### [#TE00130750](https://linksys.happyfox.com/staff/ticket/130750/) — Resolved by Level 2

- **What L1 saw:** Customer reported Wi‑Fi connectivity failures and a purple LED on an MR20X