# paolo.ebora@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 | | --- | --- | --- | --- | --- | --- | | 6 | 44m 45s | MX6200 | CONNECTIVITY | 6 | 6 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.17 | 6 | | Protocol | 1.50 | 6 | | Communication | 2.00 | 6 | | Overall | 1.83 | 6 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 2 | 66m 12s | 2.50 | 3.00 | 2.00 | 2.00 | | | MR | 1 | 46m 21s | 1.40 | 1.00 | 2.00 | 2.00 | | | EA | 1 | 44m 20s | 1.30 | 1.00 | 1.00 | 2.00 | | | WRT | 1 | 28m 54s | 3.00 | 4.00 | 2.00 | 2.00 | | | MBE | 1 | 16m 8s | 1.30 | 1.00 | 1.00 | 2.00 | | **Key Observations** - MX is one of the slowest families at 66m 12s. - MR is one of the slowest families at 46m 21s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 4 | 54m 23s | 1.75 | 1.75 | 1.25 | 2.00 | ✓ | | SETUP | 1 | 46m 21s | 1.40 | 1.00 | 2.00 | 2.00 | ✓ | | ACCESS | 1 | 4m 36s | 3.60 | 5.00 | 3.00 | 2.00 | | ## Week-over-Week Movement - Improve technical accuracy in product guidance and troubleshooting procedures - Adhere to protocol for collecting essential device information (serial number, warranty status) - Avoid unsupported procedures and incorrect URLs - Provide clear and accurate next steps for unresolved issues ## What Went Well 1. **Professional communication in rescheduling** > “I will be calling you, sir, 4:00 P.M. tomorrow.” [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) *Maintained polite tone and confirmed next steps clearly during a time-sensitive rescheduling call.* --- ## Growth Opportunities 1. **Technical accuracy in product guidance** > “MX 62… http://[REDACTED_PHONE]” [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) *Avoid unsupported procedures (e.g., 5‑press reset on SPNM devices) and verify URLs. Use KB‑validated commands and default IPs (e.g., `myrouter.info`).* 2. **Protocol adherence in device information collection** *Calls frequently omitted serial numbers, warranty status, and case numbers during hardware troubleshooting.* **Next step:** Systematically capture model, serial, warranty, and case ID before proceeding with diagnostics. --- ## Next Week's Focus - **Validate reset procedures:** Confirm device family before instructing resets; avoid 5‑press on SPNM/Cognitive Mesh. - **Standardize device intake:** Add serial number, warranty status, and case number to every hardware-related call summary. - **Verify connectivity post‑update:** After firmware reflash, confirm WAN/internet status and Wi‑Fi reconnectivity. - **Review KB for URL defaults:** Use `myrouter.info` for SPNM and `myrouter.local` for MR/WRT series. --- ## Technical Accuracy **Improvement** > Applied 5‑press reset method on a SPNM/Cognitive Mesh model (MX6200), which is unsupported and potentially harmful. [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) **Improvement** > Incorrect URL provided for router admin access on SPNM device. Should have used `http://myrouter.info` as per KB. [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) **Improvement** > Incorrectly stated that firmware reflash could take 24 hours to “sink in”, which is not supported by KB. [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) **Improvement** > Provided materially inaccurate product information (“MPE 7000”) which does not exist in Linksys lineup. [#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/) **Improvement** > Failed to collect essential device information (model, serial number) during hardware troubleshooting. [#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/) --- ## Escalation Lessons: What L2 Did ### [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) — Resolved by Level 2 - **What L1 saw:** MX6200 mesh parent node solid red, intermittent internet; child node solid white. L1 applied unsupported 5‑press reset and incorrect URL. - **Why it escalated:** Issue persisted after invalid troubleshooting; no valid resolution path provided. - **Related call chain:** Multiple L1 attempts (c87810c2, 3eb5c2d2, a65212ea) failed to resolve; L2 claimed ticket after threshold breach. - **What L2 did:** Verified physical connections, guided safe reset, accessed correct admin UI (`myrouter.info`), and validated WAN connectivity. - **Current state:** Resolved after L2 re‑established proper troubleshooting flow. - **L1 learning points:** 1. Confirm device family before reset instructions. 2. Use KB‑validated URLs (`myrouter.info` for SPNM). 3. Validate internet connectivity after each major step. ### [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) — Resolved by Level 2 - **What L1 saw:** MR2000 WAN light purple/red; unable to access router UI. L1 provided incorrect URLs and unsupported 5‑press pairing. - **Why it escalated:** No WAN verification; customer remained offline. - **Related call chain:** L1 (b1fa6f4c) escalated after failed troubleshooting; L2 (limuel.saura) claimed and resolved. - **What L2 did:** Verified modem WAN status, guided safe factory reset, accessed router via correct IP, and confirmed internet. - **Current state:** Resolved. - **L1 learning points:** 1. Always verify modem WAN status before router troubleshooting. 2. Use supported reset methods only. 3. Confirm successful UI access and internet post‑reset. ### [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) — Resolved by Level 2 - **What L1 saw:** EA7450 no internet; extender functional. L1 reflashed firmware but did not verify connectivity. - **Why it escalated:** Customer still offline; no validation after reflash. - **Related call chain:** L1 (joziel.licmoan) attempted reflash; L2 claimed after threshold breach. - **What L2 did:** Re‑verified WAN, guided reconfiguration, and confirmed internet via wired test. - **Current state:** Resolved. - **L1 learning points:** 1. Validate internet/WAN after firmware update. 2. Collect serial/warranty info before hardware troubleshooting. 3. Avoid misstating reflash timelines. ### [#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/) — Resolved by Level 2 - **What L1 saw:** MBE7000 child node weak signal (‑77 dBm). L1 suggested unsupported “MPE 7000” upgrade. - **Why it escalated:** No mesh troubleshooting performed; inaccurate product info. - **Related call chain:** Multiple L1 attempts (raquel.intong, paolo.ebora) failed to resolve coverage. - **What L2 did:** Advised proper mesh node placement, safe reset, and backhaul optimization. - **Current state:** Resolved. - **L1 learning points:** 1. Collect model/serial before discussing upgrades. 2. Use accurate product names and pricing. 3. Perform standard mesh diagnostics (RSSI, backhaul, placement). ### [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) — Resolved by Level 2 - **What L1 saw:** MX4200 unable to access personal website via Linksys network. - **Why it escalated:** L1 misdiagnosed as ISP issue without network isolation. - **Related call chain:** L1 (dorothybelle.oraiz) escalated after failed troubleshooting. - **What L2 did:** Guided network isolation (modem‑direct test), verified DNS, and reconfigured firewall. - **Current state:** Resolved. - **L1 learning points:** 1. Isolate node by connecting device directly to modem. 2. Verify DNS and firewall settings. 3. Document test results clearly before escalation. ### [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) — Resolved by Level 2 - **What L1 saw:** WRT3200ACM no internet after modem swap. - **Why it escalated:** L1 could not restore connectivity despite power cycles. - **Related call chain:** L1 (jeraldjun.villanubos) escalated after threshold breach. - **What L2 did:** Guided full power cycle, accessed router UI, and reconfigured Wi‑Fi. - **Current state:** Resolved. - **L1 learning points:** 1. Always collect modem and router LEDs during diagnosis. 2. Verify WAN status via `Status > Internet` page. 3. Confirm Wi‑Fi reconnectivity after configuration changes. --- ## Coach Appendix * **Highest-signal trend:** Persistent handle‑time outliers in **MX/MR/EA** families correlate with incomplete device information collection and unsupported troubleshooting steps. * **Recurring pattern:** Calls involving hardware troubleshooting often miss serial numbers, warranty checks, and case citations, increasing escalation risk. * **Key evidence:** See **Technical Accuracy** and **Escalation Lessons** sections for specific transcript and resolution patterns. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) | 2026‑05‑26 | 1.4 | OUTBOUND | MX6200 | CONNECTIVITY | ⏳ Pending | | [#TE00130897](https://linksys.happyfox.com/staff/ticket/130897/) | 2026‑05‑26 | 1.4 | OUTBOUND | MR2000 | SETUP | ⏳ Pending | | [#TE00131280](https://linksys.happyfox.com/staff/ticket/131280/) | 2026‑05‑28 | 1.3 | OUTBOUND | EA7450 | CONNECTIVITY | ⏳ Pending | | [#TE00127677](https://linksys.happyfox.com/staff/ticket/127677/) | 2026‑05‑28 | 1.3 | INBOUND | MBE7000 | CONNECTIVITY | ⏳ Pending | | [#TE00131348](https://linksys.happyfox.com/staff/ticket/131348/) | 2026‑05‑29 | 3.6 | OUTBOUND | MX4200 | ACCESS | Callback set | | [#TE00131346](https://linksys.happyfox.com/staff/ticket/131346/) | 2026‑05‑29 | 3.0 | OUTBOUND | WRT3200ACM | CONNECTIVITY | ✓ Resolved |