# leo.lluisma@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 | | --- | --- | --- | --- | --- | --- | | 9 | 25m 55s | MX6200 | CONNECTIVITY | 9 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.00 | 9 | | Protocol | 2.00 | 9 | | Communication | 2.22 | 9 | | Overall | 2.14 | 9 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 5 | 46m 25s | 2.10 | 1.60 | 2.20 | 2.20 | Outlier: 2.9x weekly median handle time | | EA | 3 | 15m 55s | 1.87 | 1.67 | 1.67 | 2.33 | | | WRT | 1 | 15m 24s | 3.20 | 4.00 | 2.00 | 2.00 | | **Key Observations** - MX is the slowest family at 46m 25s; outlier: 2.9x weekly median handle time. - EA is one of the slowest families at 15m 55s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 4 | 39m 56s | 1.90 | 1.75 | 2.00 | 2.25 | ✓ | | ACCESS | 2 | 28m 4s | 1.60 | 1.00 | 2.00 | 2.50 | ✓ | | SETUP | 2 | 41m 39s | 3.10 | 2.50 | 3.00 | 2.50 | | | NO TROUBLESHOOTING NEEDED | 1 | 15m 24s | 3.20 | 4.00 | 2.00 | 2.00 | | ## Week-over-Week Movement - Accuracy in technical guidance: Avoid incorrect statements about product support status and KB procedures. - Troubleshooting completeness: Ensure all basic steps (power cycle, cable check, LED status, admin UI access) are performed before concluding. - URL and password accuracy: Use correct admin URLs and default credentials per KB. - Professional communication: Avoid unprofessional language and off-topic remarks. ## What Went Well - **Customer Information Collection** > Collected complete customer information: name (Mia Cheneis), phone ([REDACTED_PHONE]), and email ([REDACTED_EMAIL]). Accurately identified the product model as EA6350 through guided confirmation. [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) - **Local Setup Guidance** > Correctly diagnosed cloud login deprecation for MX6200 and pivoted to local setup via myrouter.info ([22:00]), aligning with KB. [#LTS00131355](https://linksys.happyfox.com/staff/ticket/131355/) --- ### Growth Opportunities - **Incorrect Technical Guidance** > Incorrectly stated at [25:00] that the EA6350 is an 'end of support model' and that Linksys 'can no longer provide any assistance' — this is factually wrong per the KB; the EA6350 is eligible for basic support and standard password recovery procedures (e.g., factory reset, admin login) apply. [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) - **Failure to Troubleshoot** > Performed no troubleshooting steps (e.g., power cycle, cable check, LED status, admin UI access) despite clear symptom of no internet [01:00–06:00]. [#LTS00131360](https://linksys.happyfox.com/staff/ticket/131360/) --- ### Next Week's Focus 1. **Verify product support status before stating eligibility** — always cross-check the KB for end-of-life or limited-support designations. 2. **Complete basic troubleshooting for connectivity issues** — power cycle, cable check, LED status, and admin UI access are mandatory first steps. 3. **Use correct admin URLs and default credentials** — refer to the KB for model-specific access details. 4. **Avoid unprofessional language and off-topic remarks** — maintain a clear, respectful, and solution-focused dialogue. --- ### Technical Accuracy - **Improvement** > Incorrectly stated that EA6350 is end-of-support and no assistance can be provided, contradicting KB guidance for password recovery procedures. [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) - **Improvement** > Directed customer to reddit.com, an unsafe and unsupported external site, instead of providing KB-based troubleshooting for Wi-Fi instability. [#LTS00128036](https://linksys.happyfox.com/staff/ticket/128036/) - **Improvement** > Provided incorrect admin URL ([REDACTED_PHONE]) for MX6200 instead of http://[REDACTED_PHONE] or http://myrouter.local, leading to failed login attempts. [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/) - **Improvement** > Provided incorrect router admin URL ([REDACTED_PHONE]) and default password ('admin') for SPNM model, contradicting KB guidance. [#LTS00131173](https://linksys.happyfox.com/staff/ticket/131173/) - **Improvement** > Provided factually incorrect information that EA6400 has no firmware updates and is end-of-life, contradicting KB. [#LTS00131360](https://linksys.happyfox.com/staff/ticket/131360/) --- ### Coaching Moments - **Improvement** > Thank you for calling Linksys, my name is Leo. How may I help you today? The Okay. Regarding the password concern, the way for you to get it is to login to its router interface. Once you are able to access the settings, you should be able to retrieve the information that you need. However, in the event that you are not able to log into the router, the last resort will be to reset the system and start from scratch **Note:** Agent incorrectly claimed the EA6350 is end-of-support and failed to provide actionable troubleshooting steps. [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) - **Improvement** > You can also connect with other users for tips and guidance at redit.com link. Thank you for calling me exist. This is me. How can I help you? Uh all sure. Can you have the serial number that's. **Note:** Directed customer to an unsafe external site (reddit.com) instead of providing KB-based troubleshooting. [#LTS00128036](https://linksys.happyfox.com/staff/ticket/128036/) - **Improvement** > the node has a red light got it is it blinking red light or solid red light okay now um i definitely understand your concern and i finally uh thank you for for telling me all this information because i believe that you are aware that uh because of the power outage the devices i mean are are reconnected back but only one node is not working there is a chance that that node uh was was not able to communicate with the parent for some reason or because of the **Note:** Used incorrect admin URL (myrouter.info) for MX6200, which is inaccurate and contradicts KB. [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/) - **Improvement** > This is syncing us technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a lynx specialist. [silence] Hello sir. Yes. [silence] Any update so far. [silence] It's still on solid blue. Right? [silence] OK can you access again the 192.168.10.1. [silence] Yes. click that. Continue to link link this. yeah. Click that and then tell me what you see in your screen. **Note:** Provided incorrect router admin URL and default password for SPNM model, contradicting KB guidance. [#LTS00131173](https://linksys.happyfox.com/staff/ticket/131173/) --- ### Escalation Lessons: What L2 Did *No escalation learning cases were logged this week.* --- ### Coach Appendix - The week’s most significant trend is the consistent failure to perform basic troubleshooting on connectivity and access issues, compounded by incorrect technical statements about product support status. These gaps directly impact resolution rates and customer confidence. Focus next week on verifying product support status, completing full troubleshooting sequences, and using only approved URLs and credentials. - Recurring patterns include misidentifying product capabilities and providing unsafe external references. These behaviors undermine accuracy and trust. Prioritize KB validation for all technical claims and troubleshooting steps. --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130810](https://linksys.happyfox.com/staff/ticket/130810/) | 2026-05-26 00:43:17+00:00 | 1.5 | INBOUND | EA6350 | ACCESS | Customer advised to use Linksys AI chat for password recovery steps or consider purchasing a new router. | | [#LTS00128036](https://linksys.happyfox.com/staff/ticket/128036/) | 2026-05-26 17:25:57+00:00 | 1.1 | INBOUND | MX2000 | CONNECTIVITY | Agent advised customer to purchase a new router; no troubleshooting, warranty check, or self-help resources provided despite KB availability. | | [#LTS00130995](https://linksys.happyfox.com/staff/ticket/130995/) | 2026-05-27 02:52:10+00:00 | 3.0 | INBOUND | EA3500 | CONNECTIVITY | Advised to connect to default Cisco SSID and re‑configure, or replace the router with a newer mesh system. Ticket #130‑995 logged. | | [#LTS00131139](https://linksys.happyfox.com/staff/ticket/131139/) | 2026-05-28 01:06:14+00:00 | 3.2 | INBOUND | WRT3200ACM | NO TROUBLESHOOTING NEEDED | Provided firmware version information; customer declined further assistance and opted for self-help via Linksys website. | | [#LTS00057254](https://linksys.happyfox.com/staff/ticket/57254/) | 2026-05-28 01:21:47+00:00 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | Node reset and 5-press pairing completed; all nodes now show solid white. Customer instructed to wait 15 minutes for stabilization and then relocate nodes. Case number provided for follow-up. | | [#LTS00131173](https://linksys.happyfox.com/staff/ticket/131173/) | 2026-05-28 03:55:47+00:00 | 1.7 | OUTBOUND | MX2001SH | ACCESS | Agent placed customer on hold after incomplete reconfiguration, with no confirmation of success or follow-up plan. | | [#LTS00131355](https://linksys.happyfox.com/staff/ticket/131355/) | 2026-05-29 00:50:44+00:00 | 3.4 | INBOUND | MX6200 | SETUP | Mesh network configured locally; nodes added and showing solid white. Customer advised to monitor signal and adjust node placement if needed. | | [#LTS00131360](https://linksys.happyfox.com/staff/ticket/131360/) | 2026-05-29 02:12:49+00:00 | 1.1 | INBOUND | EA6400 | CONNECTIVITY | Agent advised customer to purchase a new router based on incorrect technical claims and without diagnostics or warranty verification. | | [#LTS00131362](https://linksys.happyfox.com/staff/ticket/131362/) | 2026-05-29 02:30:06+00:00 | 2.8 | INBOUND | MX2000 | SETUP | Internet connectivity restored; customer instructed to keep the new SSID/password and use the emailed KB article for future node additions. |