# mikaelhjoshua.anasco@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 |
| --- | --- | --- | --- | --- | --- |
| 22 | 24m 46s | WHW03 | SETUP | 22 | 6 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.00 | 22 |
| Protocol | 1.70 | 22 |
| Communication | 2.30 | 22 |
| Overall | 2.20 | 22 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| WHW | 4 | 44m 36s | 2.58 | 2.50 | 1.75 | 2.25 | Outlier: 2.6x weekly median handle time |
| LN | 2 | 43m 32s | 1.70 | 1.00 | 1.50 | 2.50 | Outlier: 2.5x weekly median handle time |
| MX | 5 | 33m 46s | 2.08 | 1.20 | 1.80 | 2.80 | Outlier: 2.0x weekly median handle time |
| MR | 2 | 28m 32s | 1.80 | 2.00 | 2.00 | 2.50 | Outlier: 1.7x weekly median handle time |
| EA | 2 | 17m 8s | 1.60 | 1.00 | 2.00 | 2.00 |  |
| SPN | 6 | 13m 46s | 2.42 | 2.67 | 1.83 | 2.67 |  |
| E | 1 | 10m 16s | 1.50 | 1.00 | 1.00 | 1.00 |  |
| RE | 2 | 8m 19s | 2.15 | 2.00 | 1.00 | 1.50 |  |
| OTHER | 1 | 4m 44s | 3.00 | 4.00 | 1.00 | 2.00 |  |

**Key Observations**
- WHW is the slowest family at 44m 36s; outlier: 2.6x weekly median handle time.
- LN is the slowest family at 43m 32s; outlier: 2.5x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 8 | 34m 44s | 2.00 | 1.90 | 1.60 | 2.40 | ✓ |
| ACCESS | 7 | 11m 45s | 2.40 | 2.40 | 1.70 | 2.30 | ✓ |
| CONNECTIVITY | 5 | 25m 9s | 2.10 | 2.00 | 1.80 | 2.40 | ✓ |
| GENERAL INQUIRY | 2 | 9m 15s | 2.40 | 2.00 | 2.00 | 1.50 |  |

## Week-over-Week Movement
- Improve model verification before providing model-specific guidance
- Correct LED state interpretation and reset procedures
- Verify device ownership and compatibility before troubleshooting
- Reduce reliance on incorrect assumptions during calls

## What Went Well

1. **Effective use of recovery key for password reset**  
   > Guided customer to use the router admin password and the five-digit recovery key printed on the parent node to reset the app password.  
   [#LTS00131198](https://linksys.happyfox.com/staff/ticket/131198/)

2. **Clear escalation path and callback expectations**  
   > Scheduled a callback with customer-preferred time window and clearly communicated next steps.  
   [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/)

---

## Growth Opportunities

1. **Incorrect technical guidance on LED states**  
   > Referenced non-existent "solid pink" LED state at [04:00], which is not documented in any Linksys product—this is a serious accuracy failure.  
   [#LTS00131016](https://linksys.happyfox.com/staff/ticket/131016/)

   *What good looks like:* Use KB-documented LED states (e.g., solid blue = online, flashing red = offline) and verify against the specific product’s technical specifications before troubleshooting.

2. **Failure to verify product model before providing model-specific instructions**  
   > Applied 5-press reset method without confirming device model; this method is only supported for LN1100/LN1400/MX6200/MBE7000 families and is not valid for SPNM/Linksys NOW devices.  
   [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) | [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/)

   *What good looks like:* Always confirm the exact product model (e.g., via serial number or user confirmation) before issuing model-specific troubleshooting steps.

---

## Next Week's Focus

- **Verify product model before any troubleshooting** – ask for model number or serial prefix upfront.  
- **Use KB-documented LED states only** – cross-reference the device’s matrix before describing behavior.  
- **Standardize reset procedures** – confirm device family before instructing 5-press, factory reset, or Pair button methods.  
- **Reduce long holds** – set expectations and minimize unexplained pauses during calls.

---

## Technical Accuracy

**Improvement**  
> Incorrect LED interpretation for SPNM series router. Solid pink is not a valid state; correct states are solid blue (online), flashing red (offline), etc.  
[#LTS00131016](https://linksys.happyfox.com/staff/ticket/131016/)

**Improvement**  
> Incorrect reset procedure for SPNM series router. 5-press reset is not supported; correct method is factory reset via reset button hold.  
[#LTS00131016](https://linksys.happyfox.com/staff/ticket/131016/)

**Improvement**  
> Incorrect admin credentials provided. SPNM60CF uses Wi‑Fi password as admin password by default, not "admin".  
[#LTS00130844](https://linksys.happyfox.com/staff/ticket/130844/)

**Improvement**  
> Incorrect compatibility claim. SPNM60CF supports limited app functionality and full local management via web UI.  
[#LTS00130844](https://linksys.happyfox.com/staff/ticket/130844/)

**Improvement**  
> Incorrect pairing method for MX2000. 5-press pairing is not supported; correct method is factory reset followed by app-guided setup.  
[#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/)

---

## Coaching Moments

**Strength**  
> Successfully guided the customer through the recovery key password reset process, which is correct per KB.  
> [#LTS00130828](https://linksys.happyfox.com/staff/ticket/130828/)

**Improvement**  
> Provided materially incorrect technical guidance by instructing 5‑press pairing without confirming the device is in the LN/MX6200/MBE family.  
> [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/)

---

## Escalation Lessons: What L2 Did

### [#TE00128992](https://linksys.happyfox.com/staff/ticket/128992/) — Resolved by Level 2

- **What L1 saw:** Customer with WHW03 mesh system; 3 child nodes offline (flashing red), thermostat and hot water not working.  
- **Why it escalated:** L1 failed to confirm product model, provided incorrect "Linux app" guidance, and did not verify WAN connectivity before troubleshooting nodes.  
- **What L2 did:** Verified WAN status, accessed router UI, turned off node steering, and confirmed nodes reconnected after signal strength check.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Always confirm product model before troubleshooting.  
  2. Verify WAN/internet status on the parent node first.  
  3. Use KB-documented steps for node steering and signal management.

### [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) — Resolved by Level 2

- **What L1 saw:** WHW03 parent node solid red after modem upgrade; no internet.  
- **Why it escalated:** L1 provided incorrect default admin password ("admin") and misrepresented LED states ("solid pink/purple").  
- **What L2 did:** Confirmed modem WAN status via wired test, guided factory reset, and validated internet connectivity post-reset.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. Confirm device model and warranty status before troubleshooting.  
  2. Use correct default credentials (Wi‑Fi password for Velop devices).  
  3. Validate LED states against KB before instructing resets.

---

## Coach Appendix

*Highest-signal trend:* **Model verification and LED accuracy gaps** dominate escalation roots. Prioritize model confirmation and KB-aligned LED guidance to reduce escalations and improve resolution rates.  

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#TE00128992](https://linksys.happyfox.com/staff/ticket/128992/) | 2026-05-25 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | ↑ Escalated |
| [#GI00130701](https://linksys.happyfox.com/staff/ticket/130701/) | 2026-05-25 | 3.00 | OUTBOUND | — | GENERAL INQUIRY | ✓ Likely resolved |
| [#LTS00130704](https://linksys.happyfox.com/staff/ticket/130704/) | 2026-05-25 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | ⚠ Closed incorrectly |
| [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) | 2026-05-25 | 2.60 | INBOUND | WHW03 | SETUP | ↻ Callback set |
| [#TE00130712](https://linksys.happyfox.com/staff/ticket/130712/) | 2026-05-25 | 1.40 | OUTBOUND | WHW03 | SETUP | ↻ Callback set |
| [#LTS00130828](https://linksys.happyfox.com/staff/ticket/130828/) | 2026-05-26 | 3.30 | INBOUND | WHW0301GC | ACCESS | ✓ Resolved |
| [#LTS00130836](https://linksys.happyfox.com/staff/ticket/130836/) | 2026-05-26 | 3.00 | INBOUND | MX6200 | SETUP | ✓ Likely resolved |
| [#GI00130842](https://linksys.happyfox.com/staff/ticket/130842/) | 2026-05-26 | 3.00 | INBOUND | — | GENERAL INQUIRY | Pending resolution |
| [#LTS00130844](https://linksys.happyfox.com/staff/ticket/130844/) | 2026-05-26 | 1.30 | INBOUND | SPNM60CF | ACCESS | Abandoned or vague |
| [#LTS00130847](https://linksys.happyfox.com/staff/ticket/130847/) | 2026-05-26 | 1.50 | INBOUND | E1200 | CONNECTIVITY | Abandoned or vague |
| [#LTS00130864](https://linksys.happyfox.com/staff/ticket/130864/) | 2026-05-26 | 1.40 | INBOUND | EA7300 | ACCESS | Abandoned or vague |
| [#LTS00105032](https://linksys.happyfox.com/staff/ticket/105032/) | 2026-05-26 | 1.30 | Chat | RE6300 | ACCESS | Abandoned or vague |
| [#LTS00105032](https://linksys.happyfox.com/staff/ticket/105032/) | 2026-05-26 | 3.00 | INBOUND | RE6300 | ACCESS | Abandoned or vague |
| [#LTS00131011](https://linksys.happyfox.com/staff/ticket/131011/) | 2026-05-27 | 2.80 | INBOUND | SPNM60TB | ACCESS | Pending resolution |
| [#LTS00131016](https://linksys.happyfox.com/staff/ticket/131016/) | 2026-05-27 | 3.00 | INBOUND | MX5500 | CONNECTIVITY | ✓ Resolved |
| [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) | 2026-05-27 | 1.40 | INBOUND | LN11011202 | SETUP | ↑ Escalated |
| [#TE00123101](https://linksys.happyfox.com/staff/ticket/123101/) | 2026-05-27 | 2.00 | INBOUND | LN11011202 | SETUP | ↑ Escalated |
| [#LTS00131036](https://linksys.happyfox.com/staff/ticket/131036/) | 2026-05-27 | 1.80 | INBOUND | MR20EC | SETUP | Abandoned or vague |
| [#LTS00131036](https://linksys.happyfox.com/staff/ticket/131036/) | 2026-05-27 | 2.40 | INBOUND | MR20EC | SETUP | Pending resolution |
| [#LTS00131048](https://linksys.happyfox.com/staff/ticket/131048/) | 2026-05-27 | 1.80 | INBOUND | EA6500 | ACCESS | Pending resolution |
| [#LTS00061736](https://linksys.happyfox.com/staff/ticket/61736/) | 2026-05-28 | 1.10 | Chat | SPNMX56CF | CONNECTIVITY | Abandoned or vague |
| [#LTS00131192](https://linksys.happyfox.com/staff/ticket/131192/) | 2026-05-28 | 1.80 | INBOUND | SPNMX42HF | CONNECTIVITY | Pending resolution |
| [#LTS00131198](https://linksys.happyfox.com/staff/ticket/131198/) | 2026-05-28 | 4.50 | INBOUND | SPNMX42GC | ACCESS | ✓ Resolved |
| [#LTS00131199](https://linksys.happyfox.com/staff/ticket/131199/) | 2026-05-28 | 3.00 | INBOUND | SPNMX42GC | ACCESS | ↻ Callback set |
| [#LTS00131201](https://linksys.happyfox.com/staff/ticket/131201/) | 2026-05-28 | 3.00 | INBOUND | UNKNOWN | CONNECTIVITY | Abandoned or vague |
| [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) | 2026-05-28 | 1.50 | INBOUND | MX2000 | SETUP | Pending resolution |
| [#TE00037591](https://linksys.happyfox.com/staff/ticket/37591/) | 2026-05-28 | 1.40 | OUTBOUND | MX2000 | SETUP | ↑ Escalated |