# johnclark.labadan@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 | | --- | --- | --- | --- | --- | --- | | 13 | 30m 8s | WHW03 | CONNECTIVITY | 11 | 8 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.60 | 13 | | Protocol | 1.70 | 13 | | Communication | 2.20 | 13 | | Overall | 2.20 | 13 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 1 | 69m 55s | 2.80 | 2.00 | 2.00 | 2.00 | Outlier: 4.6x weekly median handle time | | WHW | 4 | 50m 11s | 2.35 | 1.25 | 1.75 | 2.50 | Outlier: 3.3x weekly median handle time | | MX | 2 | 27m 0s | 1.50 | 4.00 | 2.00 | 1.00 | Outlier: 1.8x weekly median handle time | | MBE | 1 | 17m 15s | 3.00 | 4.00 | 2.00 | 2.00 | | | MR | 1 | 13m 17s | 3.20 | 5.00 | 3.00 | 2.00 | | | OTHER | 1 | 12m 51s | 1.50 | 5.00 | 2.00 | 2.00 | | | SPN | 1 | 11m 37s | 1.30 | 1.00 | 1.00 | 2.00 | | | EA | 1 | 3m 42s | 3.00 | 4.00 | 1.00 | 3.00 | | **Key Observations** - LN is the slowest family at 69m 55s; outlier: 4.6x weekly median handle time. - WHW is the slowest family at 50m 11s; outlier: 3.3x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 8 | 32m 18s | 2.10 | 2.80 | 1.60 | 2.30 | ✓ | | SETUP | 4 | 32m 5s | 2.10 | 2.00 | 1.80 | 2.50 | ✓ | ## Week-over-Week Movement - Improve protocol adherence and accuracy in troubleshooting steps. - Reduce incorrect technical instructions and misidentification of LED states. - Enhance follow-up and resolution confirmation for unresolved calls. ## What Went Well 1. **Effective resolution in complex mesh setup** > “All child nodes are now online (solid green/blue) and the customer's devices can connect to Wi‑Fi. No further action required.” [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) 2. **Accurate technical guidance on product discontinuation** > “Accurately confirmed product discontinuation status and explained unavailability of MBE7002/MBE7003 on retail channels.” [#TE00075510](https://linksys.happyfox.com/staff/ticket/75510/) --- ## Growth Opportunities 1. **Incorrect technical instructions and LED misidentification** > “Provided incorrect default admin password instruction ('admin admin') at 00:04:00 (KB states 'admin'). Mentioned a non-existent LED color (magenta/pink) at 00:37:00.” [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) *Next step: Cross-check KB for default credentials and valid LED states before guiding customers.* 2. **Failure to perform basic troubleshooting** > “Failed to verify WAN cable or modem handoff before advising connection. Ignored customer's ‘no internet’ report after attempted fix.” [#LTS00131050](https://linksys.happyfox.com/staff/ticket/131050/) *Next step: Always validate physical connections and test internet access post-reset.* --- ## Next Week's Focus - **Verify LED states and default credentials** against KB before instructing customers. - **Perform WAN cable checks and speed tests** after resets to confirm connectivity. - **Document all troubleshooting steps** in HappyFox to improve protocol adherence. - **Schedule callbacks** with specific times for unresolved connectivity cases. --- ## Technical Accuracy ### **Improvement** - Agent provided incorrect default admin password and misidentified LED colors during troubleshooting. [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) ### **Improvement** - Agent did not perform active troubleshooting before citing warranty status. [#LTS00131220](https://linksys.happyfox.com/staff/ticket/131220/) ### **Improvement** - Agent provided incorrect pairing method and LED interpretations for SPNM series device. [#TE00117836](https://linksys.happyfox.com/staff/ticket/117836/) ### **Strength** - Agent successfully resolved mesh node connectivity issue using correct troubleshooting steps. [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) --- ## Escalation Lessons: What L2 Did ### [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) — Resolved by Level 2 - **What L1 saw:** Customer’s WHW01 mesh nodes showed solid red LEDs and failed to connect. L1 reset nodes and attempted 5-press pairing. - **Why it escalated:** Nodes remained unresponsive; L1 exceeded threshold for resolution time. - **What L2 did:** Verified node placement, performed hard resets, and guided customer through 5-press method on parent node. Confirmed solid green/blue LEDs and Wi‑Fi access. - **L1 learning points:** 1. Confirm node proximity to parent before reset. 2. Use 5-press method only for WHW/MX/MR series — not for Velop. 3. Test Wi‑Fi connectivity post-reset using a wired connection. ### [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) — Resolved by Level 2 - **What L1 saw:** Customer reported selective app connectivity issues (Walmart/Amazon not working). L1 reset router but lacked internet device for troubleshooting. - **Why it escalated:** L1 could not isolate issue without customer’s internet-connected device. - **What L2 did:** Advised customer to use a computer for remote access, disabled IPV6, and added static DNS. Issue resolved after reboot. - **L1 learning points:** 1. Always request an internet-connected device for diagnosis. 2. Guide customers through remote access when possible. 3. Check DNS settings before concluding ISP issues. --- ## Coach Appendix **Weekly Trend Summary** - **Accuracy improved** (+0.92) but **protocol adherence dipped** (-0.25). Focus on standardizing troubleshooting sequences for CONNECTIVITY and SETUP cases. - **Handle time reduced** by 23m 47s — sustain efficiency while ensuring resolution validation. **Key Pattern** - **LED misidentification** and **insufficient validation** after resets recur in WHW/MX/LN models. Prioritize model-specific KB reviews and post-reset connectivity checks. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) | 2026-05-25 | 2.8 | OUTBOUND | WHW01 | CONNECTIVITY | ✓ Resolved | | [#TE00130963](https://linksys.happyfox.com/staff/ticket/130963/) | 2026-05-27 | 3.0 | OUTBOUND | EA7430 | CONNECTIVITY | ↻ Callback set | | [#LTS00131050](https://linksys.happyfox.com/staff/ticket/131050/) | 2026-05-27 | 1.5 | INBOUND | MX4200 | CONNECTIVITY | ⏳ Pending | | [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) | 2026-05-27 | 2.8 | OUTBOUND | LN11011202 | SETUP | ✓ Resolved | | [#TE00075510](https://linksys.happyfox.com/staff/ticket/75510/) | 2026-05-27 | 3.0 | INBOUND | MBE7000 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131203](https://linksys.happyfox.com/staff/ticket/131203/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | SETUP | ✓ Likely resolved | | [#LTS00131220](https://linksys.happyfox.com/staff/ticket/131220/) | 2026-05-28 | 3.2 | INBOUND | MR8300 | CONNECTIVITY | ⚠ Closed incorrectly | | [#TE00117836](https://linksys.happyfox.com/staff/ticket/117836/) | 2026-05-29 | 1.3 | INBOUND | SPNM62CF | CONNECTIVITY | ⏳ Pending | | [#TE00127374](https://linksys.happyfox.com/staff/ticket/127374/) | 2026-05-29 | 1.5 | INBOUND | MDE7000 | CONNECTIVITY | ⏳ Pending | | [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) | 2026-05-28 | 1.8 | INBOUND | WHW03 | SETUP | ↻ Callback set | | [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) | 2026-05-28 | — | OUTBOUND | MX2000 | SETUP | — | | [#TE00075510](https://linksys.happyfox.com/staff/ticket/75510/) | 2026-05-27 | 3.0 | INBOUND | MBE7000 | CONNECTIVITY | ✓ Likely resolved | | [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) | 2026-05-27 | 2.8 | OUTBOUND | LN11011202 | SETUP | ✓ Resolved |