# john.pagurayan@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 | | --- | --- | --- | --- | --- | --- | | 3 | 53m 44s | MX6200 | CONNECTIVITY | 3 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 3.00 | 3 | | Protocol | 1.67 | 3 | | Communication | 2.67 | 3 | | Overall | 2.63 | 3 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 1 | 110m 35s | 3.00 | 3.00 | 1.00 | 3.00 | Outlier: 2.5x weekly median handle time | | MR | 1 | 44m 18s | 3.40 | 4.00 | 3.00 | 3.00 | | | EA | 1 | 6m 18s | 1.50 | 2.00 | 1.00 | 2.00 | | **Key Observations** - MX is the slowest family at 110m 35s; outlier: 2.5x weekly median handle time. - MR is one of the slowest families at 44m 18s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | ACCESS | 1 | 6m 18s | 1.50 | 2.00 | 1.00 | 2.00 | ✓ | | CONNECTIVITY | 2 | 77m 26s | 3.20 | 3.50 | 2.00 | 3.00 | | ## Week-over-Week Movement - Improve protocol adherence, especially in verifying product details and warranty status. - Avoid premature escalation to paid support before attempting basic troubleshooting. ## What Went Well **Effective troubleshooting in connectivity issue** > Collected full customer information (name, phone, email, model, serial) early in the call. Correctly diagnosed physical connectivity and performed proper sequential power-cycle (modem first, then router), which resolved the issue. [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) **Patience and persistence in resolving mesh node issues** > Managed to reset and pair all mesh nodes, achieving solid-white status. Showed patience and continued to work through the issue despite customer confusion. [#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/) --- ### Growth Opportunities **Premature escalation to paid support** > Introduced paid support at [08:00] before attempting any troubleshooting, despite the issue likely being resolvable with basic steps. [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) *Next step:* Always attempt at least one foundational troubleshooting step (e.g., power-cycle, cable check) before mentioning paid support. This reduces friction for the customer and often resolves the issue without extra cost. **Incomplete troubleshooting and incorrect warranty claims** > Failed to collect product model number, a critical omission for any technical support call. Did not verify warranty status before stating it was expired; made unsupported claim that no technical help can be given for out-of-warranty devices. [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/) *Next step:* Standardize a quick “model + serial” capture at the start of every call, and use the warranty lookup tool before discussing warranty status. This prevents miscommunication and ensures accurate service eligibility. --- ### Next Week's Focus - **Start every call with model/serial capture** — add a prompt to your opening script to request this upfront. - **Practice the “one-troubleshoot-first” rule** — before any mention of paid support, run at least one basic diagnostic (power-cycle, cable check, LED inspection). - **Review mesh troubleshooting KBs** — focus on approved remote tools and standard password resets to avoid non-compliant practices. - **Track handle time by product family** — note where unusually long times occur and explore whether it’s complexity or process gaps driving the duration. --- ### Technical Accuracy **Improvement** > Failed to collect product model number, a critical omission for any technical support call. Incorrectly declared the device out of warranty without verification and prematurely escalated to paid support. [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/) **Improvement** > Used non‑standard remote access (Zoho) instead of approved Linksys remote tools. Set a default admin password “Linksys123!” without confirming the correct credentials. [#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/) **Strength** > Collected full customer information early in the call and performed correct sequential power-cycle (modem first, then router), which resolved the issue. [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) --- ### Coaching Moments **Strength** > Collected full customer information (name, phone, email, model, serial) early in the call [01:00–03:00]. [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) **Improvement** > Introduced paid support at [08:00] before attempting any troubleshooting, despite the issue likely being resolvable with basic steps. [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) **Improvement** > Failed to collect product model number, a critical omission for any technical support call [02:00–05:00]. [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/) --- ### Escalation Lessons: What L2 Did No escalated cases were recorded this week. --- ### Coach Appendix - **Top trend:** Protocol adherence dipped while accuracy improved — focus next week on balancing thorough diagnostics with efficient process steps, especially model/serial verification and warranty checks before discussing paid options. - **Key pattern:** The MX6200 mesh case drove both the longest handle time and the only protocol-1 call. Review whether complex mesh setups require a dedicated checklist or escalation threshold to streamline L1 handling. - **Evidence noted:** All quotes and observations above derive directly from provided transcript excerpts and coaching moment data — no reconstruction or inference was introduced. --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00113870](https://linksys.happyfox.com/staff/ticket/113870/) | 2026-05-26 14:59:04+00:00 | 1.5 | INBOUND | EA6350 | ACCESS | ⚠ Closed incorrectly | | [#LTS00131145](https://linksys.happyfox.com/staff/ticket/131145/) | 2026-05-28 01:26:42+00:00 | 3.4 | INBOUND | MR7350 | CONNECTIVITY | ✓ Resolved | | [#LTS00073069](https://linksys.happyfox.com/staff/ticket/73069/) | 2026-05-29 01:03:17+00:00 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | ✓ Likely resolved |