# jeraldjun.villanubos@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 | 18m 6s | MX6200 | CONNECTIVITY | 29 | 4 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 1.80 | 29 | | Protocol | 1.60 | 29 | | Communication | 2.20 | 29 | | Overall | 2.10 | 29 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WRT | 2 | 40m 34s | 1.50 | 1.00 | 1.50 | 2.00 | Outlier: 2.5x weekly median handle time | | MX | 6 | 40m 9s | 2.77 | 1.67 | 2.00 | 2.67 | Outlier: 2.4x weekly median handle time | | EA | 10 | 18m 48s | 1.81 | 1.60 | 1.40 | 1.80 | | | WHW | 7 | 16m 45s | 2.45 | 1.83 | 1.33 | 2.00 | | | MR | 3 | 16m 16s | 2.10 | 1.00 | 1.33 | 2.00 | | | OTHER | 3 | 13m 11s | 1.23 | 1.00 | 1.33 | 1.67 | | | E | 1 | 11m 10s | 2.10 | 1.00 | 3.00 | 3.00 | | | RE | 2 | 9m 50s | 3.30 | 2.50 | 2.00 | 3.00 | | **Key Observations** - WRT is the slowest family at 40m 34s; outlier: 2.5x weekly median handle time. - MX is the slowest family at 40m 9s; outlier: 2.4x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 22 | 21m 16s | 2.00 | 1.60 | 1.50 | 2.10 | ✓ | | SETUP | 3 | 16m 45s | 2.70 | 2.30 | 2.00 | 3.00 | | | ACCESS | 3 | 25m 52s | 1.80 | 1.30 | 2.00 | 2.30 | ✓ | | CONFIGURATION | 1 | 6m 32s | 2.70 | 4.00 | 1.00 | 2.00 | | ## Week-over-Week Movement - Improve accuracy in technical guidance, particularly reset procedures and LED interpretations. - Enhance protocol adherence by following structured troubleshooting steps before escalating. - Reduce premature escalations by verifying basic connectivity and WAN status. ## What Went Well > **Effective use of router admin interface** > Successfully guided customer to access router admin page at `[REDACTED_PHONE]` and change Wi-Fi settings on all bands. > [#LTS00130796](https://linksys.happyfox.com/staff/ticket/130796/) > **Successful node pairing guidance** > Guided customer through resetting and pairing MX6200 child nodes, resulting in solid white LEDs confirming successful pairing. > [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) --- ## Growth Opportunities > **Incorrect technical guidance on reset procedures** 5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance. > [#LTS00130796](https://linksys.happyfox.com/staff/ticket/130796/) > **Failure to follow basic troubleshooting protocols** > Skipped basic troubleshooting steps (power-cycle, WAN check, LED interpretation) in multiple calls, leading to unresolved issues. > [#LTS00130883](https://linksys.happyfox.com/staff/ticket/130883/) > *What better looks like:* Always verify WAN status, perform power-cycle, and validate LED states before escalating. --- ## Next Week's Focus - Practice structured troubleshooting: WAN check → power-cycle → LED validation → reset → re-pairing. - Master reset durations: 10 seconds for Velop/MX, 20 seconds for WHW/E-series. - Confirm warranty status before offering paid support or escalations. - Use correct admin URLs (`http://[REDACTED_PHONE]` or `http://myrouter.local`) and default passwords. --- ## Technical Accuracy **Improvement** Provided incorrect reset duration (20 seconds) for MR7500, contradicting KB standard 10-second reset. [#LTS00130796](https://linksys.happyfox.com/staff/ticket/130796/) **Improvement** Incorrect router IP guidance led to failed login attempts and unresolved connectivity issues. [#LTS00130891](https://linksys.happyfox.com/staff/ticket/130891/) **Improvement** Misleading information about Wi-Fi security modes could prevent customer from successfully connecting devices. [#LTS00131049](https://linksys.happyfox.com/staff/ticket/131049/) **Improvement** Incorrect URL guidance prevented customer from accessing router admin interface, delaying resolution. [#LTS00131252](https://linksys.happyfox.com/staff/ticket/131252/) **Improvement** Provided factually incorrect information about product support and firmware capabilities, misleading the customer. [#LTS00131283](https://linksys.happyfox.com/staff/ticket/131283/) --- ## Coaching Moments **Strength** > "The agent correctly identified that the customer was using the wrong Wi-Fi password and directed them to the default password on the router label." > [#LTS00130900](https://linksys.happyfox.com/staff/ticket/130900/) **Strength** > "Maintained a calm and supportive tone throughout, acknowledging customer frustration and validating their efforts." > [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) --- ## Escalation Lessons: What L2 Did ### [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) — Resolved by Level 2 **What L1 saw:** Customer reported selective connectivity issue — specific applications (Walmart, Amazon) and Roku TV were unable to access the internet while other apps worked normally. **Why it escalated:** L1 failed to perform basic troubleshooting (power-cycle, LED checks) and provided no valid resolution path before escalation. **What L2 did:** Performed advanced troubleshooting including firmware re-flash, verified ISP handoff, and conducted three-way call with ISP to isolate issue. **Current state:** Resolved after firmware update and ISP coordination. **L1 learning points:** 1. Always verify WAN connectivity and perform power-cycle before escalation. 2. Check LED states and interpret correctly (solid purple = ready for setup on MR7500). 3. Document all troubleshooting steps and share with L2 for continuity. ### [#TE00131114](https://linksys.happyfox.com/staff/ticket/131114/) — Resolved by Level 2 **What L1 saw:** LAPAC1750C (EOS) lost power and went offline after outage. **Why it escalated:** L1 incorrectly stated device was discontinued and unsupported, failing to attempt basic recovery steps. **What L2 did:** Confirmed EOS status but provided self-help resources, guided customer through factory reset via holding reset button >10 seconds, and verified reboot. **Current state:** Resolved after reset and reconfiguration. **L1 learning points:** 1. Always attempt basic recovery (reset, power-cycle) even on EOS devices. 2. Provide self-help resources and clear next steps instead of declaring unsupported. 3. Verify EOS status through internal tools before informing customer. ### [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) — Resolved by Level 2 **What L1 saw:** EA9300 showed no internet speed despite ISP confirmation; direct modem-to-computer worked. **Why it escalated:** L1 provided incorrect support email and misidentified company, failing to validate router settings. **What L2 did:** Conducted WAN diagnostics, verified LED states (orange globe = no internet), and guided customer through firmware update and WAN reconfiguration. **Current state:** Resolved after firmware update and WAN reset. **L1 learning points:** 1. Interpret LED states correctly (orange globe = no internet on EA series). 2. Verify WAN status and perform firmware updates for connectivity issues. 3. Use correct support resources (`@linksys.com`, not `@linksync.com`). ### [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) — Resolved by Level 2 **What L1 saw:** WRT3200ACM lost internet after modem replacement; router did not obtain WAN IP. **Why it escalated:** L1 collected credit-card details violating PCI, suggested unsupported MAC cloning, and escalated without proper diagnostics. **What L2 did:** Performed WAN diagnostics, verified modem activation, and guided customer through safe reset and WAN reconfiguration without payment. **Current state:** Resolved after WAN reset and modem re-activation. **L1 learning points:** 1. Never collect payment details during troubleshooting; use approved payment paths. 2. Avoid unsupported workarounds like MAC cloning; follow KB-guided steps. 3. Verify modem activation and WAN status before resetting router. --- ## Coach Appendix *Highest-signal trend: Inconsistent technical guidance on reset procedures and LED interpretation caused repeated failures. Focus next week on standardizing troubleshooting flow (WAN → power-cycle → LED check → reset) and verifying warranty status before escalation.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130740](https://linksys.happyfox.com/staff/ticket/130740/) | 2026-05-25 15:40:52+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | ✓ Resolved | | [#LTS00130761](https://linksys.happyfox.com/staff/ticket/130761/) | 2026-05-25 18:46:17+00:00 | 1.30 | INBOUND | VLP01 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00130775](https://linksys.happyfox.com/staff/ticket/130775/) | 2026-05-25 20:23:48+00:00 | 3.60 | INBOUND | RE7000 | SETUP | ✓ Likely resolved | | [#LTS00130791](https://linksys.happyfox.com/staff/ticket/130791/) | 2026-05-25 22:10:21+00:00 | 1.00 | INBOUND | WUSB6300 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00130796](https://linksys.happyfox.com/staff/ticket/130796/) | 2026-05-25 23:25:54+00:00 | 1.90 | INBOUND | MR7500 | SETUP | ✓ Likely resolved | | [#LTS00130883](https://linksys.happyfox.com/staff/ticket/130883/) | 2026-05-26 15:17:21+00:00 | 1.40 | INBOUND | MR9000 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00130891](https://linksys.happyfox.com/staff/ticket/130891/) | 2026-05-26 15:44:15+00:00 | 3.00 | INBOUND | EA7450 | CONNECTIVITY | ↻ Callback set | | [#LTS00130900](https://linksys.happyfox.com/staff/ticket/130900/) | 2026-05-26 16:40:30+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00130929](https://linksys.happyfox.com/staff/ticket/130929/) | 2026-05-26 18:50:06+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00131069](https://linksys.happyfox.com/staff/ticket/131069/) | 2026-05-27 18:43:48+00:00 | 4.20 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131083](https://linksys.happyfox.com/staff/ticket/131083/) | 2026-05-27 19:18:31+00:00 | 2.70 | INBOUND | WHW03 | CONFIGURATION | ⚠ Closed incorrectly | | [#LTS00131087](https://linksys.happyfox.com/staff/ticket/131087/) | 2026-05-27 20:11:33+00:00 | 1.40 | INBOUND | EA9500 | ACCESS | ⚠ Closed incorrectly | | [#LTS00131097](https://linksys.happyfox.com/staff/ticket/131097/) | 2026-05-27 20:36:27+00:00 | 3.00 | INBOUND | MX8500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131106](https://linksys.happyfox.com/staff/ticket/131106/) | 2026-05-27 21:34:21+00:00 | 3.00 | INBOUND | WHW01 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00131116](https://linksys.happyfox.com/staff/ticket/131116/) | 2026-05-27 23:03:26+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00131252](https://linksys.happyfox.com/staff/ticket/131252/) | 2026-05-28 15:59:40+00:00 | 1.80 | INBOUND | MX8500 | ACCESS | ✓ Likely resolved | | [#LTS00131259](https://linksys.happyfox.com/staff/ticket/131259/) | 2026-05-28 22:03:55+00:00 | 3.00 | INBOUND | MX6200 | SETUP | ✓ Resolved | | [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 22:35:03+00:00 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | ↑ Escalated | | [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 22:42:24+00:00 | 1.30 | OUTBOUND | EA7430 | CONNECTIVITY | ⚠ Closed incorrectly | | [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-26 22:53:54+00:00 | 1.80 | OUTBOUND | EA7430 | CONNECTIVITY | ↑ Escalated | | [#TE00131114](https://linksys.happyfox.com/staff/ticket/131114/) | 2026-05-27 22:36:52+00:00 | 1.40 | INBOUND | LAPAC1750C | CONNECTIVITY | ↑ Escalated | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-27 23:20:57+00:00 | 1.60 | INBOUND | EA9300 | CONNECTIVITY | ⚠ Closed incorrectly | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-27 23:59:10+00:00 | 1.00 | INBOUND | EA9300 | CONNECTIVITY | ⚠ Closed incorrectly | | [#TE00131111](https://linksys.happyfox.com/staff/ticket/131111/) | 2026-05-28 00:00:00+00:00 | 1.80 | OUTBOUND | EA9300 | CONNECTIVITY | ↑ Escalated | | [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) | 2026-05-28 22:51:36+00:00 | 1.60 | INBOUND | WRT3200ACM | CONNECTIVITY | ↑ Escalated | | [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) | 2026-05-29 00:06:38+00:00 | — | — | WRT3200ACM | CONNECTIVITY | — |