# jorgenathaniel.amores@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 |
| --- | --- | --- | --- | --- | --- |
| 47 | 15m 25s | WHW03 | CONNECTIVITY | 47 | 4 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.10 | 47 |
| Protocol | 1.60 | 47 |
| Communication | 1.90 | 47 |
| Overall | 2.00 | 47 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 15 | 34m 7s | 1.86 | 2.07 | 1.60 | 2.00 | Outlier: 2.4x weekly median handle time |
| MR | 7 | 22m 40s | 1.97 | 2.00 | 1.43 | 1.86 | Outlier: 1.6x weekly median handle time |
| EA | 6 | 17m 2s | 2.45 | 2.67 | 1.67 | 1.67 |  |
| WHW | 11 | 15m 52s | 1.71 | 1.55 | 1.18 | 1.91 |  |
| WRT | 3 | 14m 28s | 2.50 | 1.33 | 1.67 | 2.00 |  |
| LN | 2 | 14m 5s | 2.05 | 1.50 | 1.50 | 2.50 |  |
| E | 7 | 11m 9s | 2.29 | 2.86 | 1.43 | 1.57 |  |
| OTHER | 1 | 9m 14s | 3.00 | 1.00 | 2.00 | 1.00 |  |
| RE | 1 | 5m 35s | 2.30 | 3.00 | 2.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 34m 7s; outlier: 2.4x weekly median handle time.
- MR is the slowest family at 22m 40s; outlier: 1.6x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 18 | 18m 44s | 1.90 | 2.10 | 1.70 | 2.00 | ✓ |
| SETUP | 14 | 16m 27s | 2.10 | 2.30 | 1.90 | 2.10 |  |
| ACCESS | 7 | 14m 16s | 2.00 | 2.40 | 1.70 | 2.00 | ✓ |
| NO TROUBLESHOOTING NEEDED | 3 | 10m 8s | 1.80 | 2.00 | 1.70 | 2.00 |  |
| GENERAL INQUIRY | 1 | 7m 2s | 1.50 | 1.00 | 1.00 | 1.00 |  |
| CONFIGURATION | 1 | 30m 57s | 1.50 | 1.00 | 2.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Improve accuracy in LED and reset procedure guidance, especially for Velop systems.
- Enhance protocol adherence by verifying WAN connectivity before suggesting factory resets.
- Strengthen technical accuracy to avoid providing incorrect IP addresses or unsupported procedures.
- Address unresolved connectivity and access issues with targeted troubleshooting.

## What Went Well

> **Accurate technical guidance on Wi-Fi password retrieval**  
> *"The network key printed on the router label is the Wi‑Fi password for EA Series devices."*  
> [#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/)

> **Effective troubleshooting of third-party app interference**  
> *"The Express VPN app—not the router or ISP—was the source of internet disconnection."*  
> [#LTS00128564](https://linksys.happyfox.com/staff/ticket/128564/)

---

## Growth Opportunities

> **Incorrect LED guidance for MX2000 Velop system**  
> *"MX5500 shows solid magenta/pink LEDs during setup (KB: MX5500 LEDs are purple/white/red only)."*  
> [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)  
> *Next step: Align LED descriptions with KB definitions to avoid misdiagnosis.*

> **Failure to verify WAN connectivity before suggesting factory reset**  
> *"Did not verify WAN connection, modem status, or Ethernet cable integrity before suggesting factory reset."*  
> [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/)  
> *Next step: Always confirm WAN status via modem lights or direct-connect test before reset.*

---

## Next Week's Focus

- **Verify WAN connectivity** before recommending resets or replacements.  
- **Use KB-accurate LED definitions** for Velop systems (purple/white/red only).  
- **Document all steps** in HappyFox to improve traceability and accountability.  
- **Practice concise, empathetic communication** to maintain customer trust.

---

## Technical Accuracy

**Improvement**  
> *Materially incorrect LED guidance for MX2000 Velop system led to unresolved connectivity issue.*  
> [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/)

**Improvement**  
> *Failure to verify WAN connectivity before suggesting factory reset left customer without internet.*  
> [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/)

**Improvement**  
> *Materially false technical guidance led to unresolved connectivity issue.*  
> [#LTS00130945](https://linksys.happyfox.com/staff/ticket/130945/)

**Improvement**  
> *Incorrect IP address guidance led to unresolved router access issue.*  
> [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/)

**Improvement**  
> *Incorrect reset duration for MX2000 Velop system led to unresolved setup issue.*  
> [#LTS00131522](https://linksys.happyfox.com/staff/ticket/131522/)

---

## Coaching Moments

**Strength**  
> *"The network key printed on the router label is the Wi‑Fi password for EA Series devices."*  
> [#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/)

**Strength**  
> *"The Express VPN app—not the router or ISP—was the source of internet disconnection."*  
> [#LTS00128564](https://linksys.happyfox.com/staff/ticket/128564/)

---

## Escalation Lessons: What L2 Did

### [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) — Resolved by Level 2

- **What L1 saw:** MX2000 mesh nodes would not pair; lights showing magenta/red/blue; unable to get Wi‑Fi network working.  
- **Why it escalated:** Agent suggested possible hardware fault but provided no concrete fix, escalation, or replacement path. No self-help resources or KB articles provided.  
- **Related call chain:** Repeat contacts with inconsistent scoring and closure.  
- **What L2 did:** Confirmed warranty, initiated RMA for unresponsive node, and provided step-by-step mesh rebuild guidance.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Confirm WAN connectivity before suggesting resets.  
  2. Use KB-accurate LED definitions (MX2000: purple/white/red only).  
  3. Initiate RMA promptly for confirmed hardware faults under warranty.

### [#TE00131295](https://linksys.happyfox.com/staff/ticket/131295/) — Resolved by Level 2

- **What L1 saw:** Customer unable to access router web UI; blank screen when entering IP address.  
- **Why it escalated:** Vague escalation with no case number, follow-up timeframe, or self-help path provided.  
- **Related call chain:** Multiple attempts with inconsistent outcomes.  
- **What L2 did:** Verified correct IP address (myrouter.local), guided through incognito mode, and confirmed ISP service status.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Always verify correct router access URL (myrouter.local or http://[REDACTED_PHONE]).  
  2. Use incognito mode to rule out browser issues.  
  3. Confirm ISP service before escalating connectivity issues.

### [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) — Resolved by Level 2

- **What L1 saw:** MR8300 reporting slow speeds (93 Mbps vs expected 250 Mbps).  
- **Why it escalated:** Offered factory reset self-help or paid-support; no fix confirmed.  
- **Related call chain:** Multiple calls with inconsistent scoring.  
- **What L2 did:** Performed wired speed test to isolate router vs modem, updated firmware, and reconfigured Wi‑Fi settings.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Perform direct modem speed test to isolate router vs ISP issues.  
  2. Update firmware before resetting.  
  3. Provide clear self-help steps with expected outcomes.

### [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) — Resolved by Level 2

- **What L1 saw:** MX4200 unable to access personal website through Linksys network but works on ISP network.  
- **Why it escalated:** Escalation trigger was not explicit in the available notes.  
- **Related call chain:** Multiple attempts with inconsistent closure.  
- **What L2 did:** Verified DNS settings, flushed DNS cache, and reconfigured mesh topology.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Check DNS settings and flush cache for website access issues.  
  2. Verify mesh topology and signal strength.  
  3. Use KB articles for DNS and mesh troubleshooting.

---

## Coach Appendix

*Highest-signal trend: Inconsistent technical accuracy in LED guidance and WAN verification led to unresolved connectivity issues. Focus on KB alignment and systematic diagnostics.*

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130767](https://linksys.happyfox.com/staff/ticket/130767/) | 2026-05-25 | 1.6 | INBOUND | MX5500 | SETUP | Email instructions promised |
| [#LTS00130784](https://linksys.happyfox.com/staff/ticket/130784/) | 2026-05-25 | 1.5 | INBOUND | WHW01 | CONNECTIVITY | Factory reset advised |
| [#TE00130794](https://linksys.happyfox.com/staff/ticket/130794/) | 2026-05-25 | 1.2 | INBOUND | MX2000 | CONNECTIVITY | Hardware fault suggested |
| [#LTS00130924](https://linksys.happyfox.com/staff/ticket/130924/) | 2026-05-26 | 1.6 | INBOUND | WHW03 | SETUP | Email with instructions |
| [#LTS00130936](https://linksys.happyfox.com/staff/ticket/130936/) | 2026-05-26 | 3.2 | INBOUND | EA7500 | ACCESS | ✓ Likely resolved |
| [#LTS00130945](https://linksys.happyfox.com/staff/ticket/130945/) | 2026-05-26 | 1.1 | INBOUND | MR9000 | CONNECTIVITY | Email instructions promised |
| [#LTS00067289](https://linksys.happyfox.com/staff/ticket/67289/) | 2026-05-26 | 1.1 | INBOUND | MR7350 | CONNECTIVITY | Email instructions promised |
| [#LTS00130939](https://linksys.happyfox.com/staff/ticket/130939/) | 2026-05-26 | 1.6 | INBOUND | WHW01 | ACCESS | Factory reset advised |
| [#LTS00130983](https://linksys.happyfox.com/staff/ticket/130983/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | SETUP | Email instructions promised |
| [#LTS00124466](https://linksys.happyfox.com/staff/ticket/124466/) | 2026-05-27 | 1.2 | INBOUND | EA6400 | NO TROUBLESHOOTING NEEDED | New router advised |
| [#LTS00130984](https://linksys.happyfox.com/staff/ticket/130984/) | 2026-05-27 | 3.0 | INBOUND | E7350 | CONNECTIVITY | Email with instructions |
| [#LTS00130989](https://linksys.happyfox.com/staff/ticket/130989/) | 2026-05-27 | 1.8 | INBOUND | WHW03 | SETUP | Email with instructions |
| [#LTS00056350](https://linksys.happyfox.com/staff/ticket/56350/) | 2026-05-27 | 2.0 | INBOUND | MX5300 | SETUP | No resolution |
| [#GI00130948](https://linksys.happyfox.com/staff/ticket/130948/) | 2026-05-27 | 1.1 | INBOUND |  | CONNECTIVITY | Phone issue assumed |
| [#LTS00131080](https://linksys.happyfox.com/staff/ticket/131080/) | 2026-05-27 | 3.0 | INBOUND | AO303 | CONNECTIVITY | Paid support declined |
| [#LTS00131094](https://linksys.happyfox.com/staff/ticket/131094/) | 2026-05-27 | 2.3 | INBOUND | RE6300 | SETUP | Email with instructions |
| [#LTS00109388](https://linksys.happyfox.com/staff/ticket/109388/) | 2026-05-27 | 1.5 | INBOUND | E7350 | SETUP | Email with instructions |
| [#LTS00131108](https://linksys.happyfox.com/staff/ticket/131108/) | 2026-05-27 | 3.1 | INBOUND | EA9400 | ACCESS | Factory reset advised |
| [#LTS00131117](https://linksys.happyfox.com/staff/ticket/131117/) | 2026-05-27 | 3.0 | INBOUND | EA8300 | SETUP | ✓ Likely resolved |
| [#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/) | 2026-05-28 | 1.7 | INBOUND | MX6200 | SETUP | No resolution |
| [#LTS00039798](https://linksys.happyfox.com/staff/ticket/39798/) | 2026-05-28 | 3.0 | OUTBOUND | MX6200 | SETUP | No resolution |
| [#LTS00131137](https://linksys.happyfox.com/staff/ticket/131137/) | 2026-05-28 | 3.0 | INBOUND | EA7450 | SETUP | Email with instructions |
| [#GI00130856](https://linksys.happyfox.com/staff/ticket/130856/) | 2026-05-28 | 1.5 | INBOUND | MX6200 | GENERAL INQUIRY | New router advised |
| [#LTS00130980](https://linksys.happyfox.com/staff/ticket/130980/) | 2026-05-28 | 3.0 | INBOUND | E7350 | CONNECTIVITY | Email with instructions |
| [#LTS00131151](https://linksys.happyfox.com/staff/ticket/131151/) | 2026-05-28 | 3.0 | INBOUND | WRT1200AC | CONNECTIVITY | Email with instructions |
| [#LTS00131158](https://linksys.happyfox.com/staff/ticket/131158/) | 2026-05-28 | 1.5 | INBOUND | E1200 | CONNECTIVITY | New router advised |
| [#LTS00131156](https://linksys.happyfox.com/staff/ticket/131156/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | SETUP | Email with instructions |
| [#LTS00131338](https://linksys.happyfox.com/staff/ticket/131338/) | 2026-05-28 | 1.1 | INBOUND | WHW03 | SETUP | Email with instructions |
| [#LTS00131341](https://linksys.happyfox.com/staff/ticket/131341/) | 2026-05-28 | 1.7 | INBOUND | LN3101 | CONNECTIVITY | Email with instructions |
| [#LTS00131354](https://linksys.happyfox.com/staff/ticket/131354/) | 2026-05-29 | 1.5 | INBOUND | E2500 | CONNECTIVITY | Email with instructions |
| [#LTS00131356](https://linksys.happyfox.com/staff/ticket/131356/) | 2026-05-29 | 3.0 | INBOUND | WRT1900AC | CONNECTIVITY | New router advised |
| [#LTS00131361](https://linksys.happyfox.com/staff/ticket/131361/) | 2026-05-29 | 1.2 | INBOUND | EA6350 | CONNECTIVITY | Email with instructions |
| [#LTS00067035](https://linksys.happyfox.com/staff/ticket/67035/) | 2026-05-29 | 1.0 | OUTBOUND | WHW03 | CONNECTIVITY | New primary node advised |
| [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-05-29 | 2.3 | INBOUND | MR8300 | CONNECTIVITY | Factory reset advised |
| [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-05-29 | 1.0 | OUTBOUND | MR8300 | CONNECTIVITY | Callback scheduled |
| [#LTS00131513](https://linksys.happyfox.com/staff/ticket/131513/) | 2026-05-29 | 1.2 | INBOUND | WRT3200ACM | CONFIGURATION | Email with instructions |
| [#LTS00131509](https://linksys.happyfox.com/staff/ticket/131509/) | 2026-05-29 | 3.0 | INBOUND | MX6200 | SETUP | ✓ Likely resolved |
| [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026-05-29 | 1.5 | INBOUND | MX4200 | ACCESS | None – call ended |
| [#TE00131348](https://linksys.happyfox.com/staff