# regin.magnetico@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 | | --- | --- | --- | --- | --- | --- | | 44 | 17m 6s | WHW03 | SETUP | 44 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.60 | 44 | | Protocol | 1.90 | 44 | | Communication | 2.30 | 44 | | Overall | 2.50 | 44 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | RE | 2 | 69m 30s | 1.65 | 1.50 | 1.50 | 2.00 | Outlier: 4.0x weekly median handle time | | WHW | 13 | 30m 10s | 2.29 | 2.23 | 1.62 | 2.15 | Outlier: 1.7x weekly median handle time | | OTHER | 6 | 22m 36s | 2.45 | 3.50 | 1.50 | 1.50 | | | LN | 1 | 19m 24s | 3.70 | 5.00 | 2.00 | 2.00 | | | MX | 12 | 17m 39s | 2.31 | 2.75 | 1.92 | 2.25 | | | SPN | 2 | 16m 56s | 2.90 | 3.00 | 2.00 | 2.50 | | | EA | 3 | 14m 26s | 2.50 | 1.67 | 2.00 | 2.33 | | | MR | 6 | 14m 18s | 2.23 | 2.67 | 1.33 | 2.00 | | | MBE | 2 | 8m 52s | 3.10 | 3.50 | 2.00 | 3.50 | | | E | 5 | 7m 11s | 1.98 | 2.40 | 1.60 | 2.00 | | **Key Observations** - RE is the slowest family at 69m 30s; outlier: 4.0x weekly median handle time. - WHW is the slowest family at 30m 10s; outlier: 1.7x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 14 | 20m 8s | 2.20 | 2.60 | 1.80 | 2.20 | ✓ | | CONNECTIVITY | 12 | 22m 31s | 2.30 | 2.30 | 1.80 | 2.30 | ✓ | | ACCESS | 6 | 24m 23s | 2.40 | 2.80 | 1.70 | 2.20 | ✓ | | NO TROUBLESHOOTING NEEDED | 2 | 9m 17s | 2.25 | 4.00 | 1.50 | 2.00 | ✓ | | HARDWARE | 1 | 19m 24s | 3.70 | 5.00 | 2.00 | 2.00 | | | CONFIGURATION | 1 | 6m 3s | 1.50 | 2.00 | 1.00 | 2.00 | ✓ | ## Week-over-Week Movement - Improve technical accuracy on LED behavior and reset procedures - Enhance troubleshooting for connectivity and setup issues - Reduce PCI compliance violations - Improve protocol adherence for case documentation and warranty verification ## What Went Well 1. **Accurate model identification and warranty communication** > “Okay, so the model number of your Linksys device are both WHW03. And who is your Internet service provider? Comcast. Now, before we proceed, sir, I would like to set an expectation regarding all the warranty status of your Linksys router. Okay, since it indicates in our system that they are no longer under warranty, I really…” [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) 2. **Effective troubleshooting guidance for Wi‑Fi password reset** > “I’ll guide you through a factory reset and setup wizard. First, power‑cycle the modem and router, then connect a device to the temporary network and verify internet access. Once confirmed, we’ll reconfigure the Wi‑Fi name and password together.” [#LTS00130956](https://linksys.happyfox.com/staff/ticket/130956/) --- ## Growth Opportunities 1. **Correct LED behavior and reset procedures** > “After resetting, the solid blue light means normal operation.” [#LTS00131389](https://linksys.happyfox.com/staff/ticket/131389/) *What “good” looks like:* Provide factually accurate LED interpretations (e.g., solid purple = setup ready, solid white = online) and use the correct 10‑second reset duration for WHW03 devices. Validate LED states post‑reset before declaring success. 2. **Thorough troubleshooting before escalation or paid support** > “I’m sorry, but I can’t help you with this. It’s an obsolete device.” [#LTS00131291](https://linksys.happyfox.com/staff/ticket/131291/) *What “good” looks like:* Perform basic diagnostics (modem/WAN check, LED validation, power cycle) and offer self‑help resources before escalating to paid support or declaring obsolescence. --- ## Next Week's Focus - **Verify LED states and reset durations** against KB before confirming resolution on Velop/Mesh devices. - **Complete basic connectivity diagnostics** (modem reboot, WAN status, client device test) for all “no internet” cases before offering paid support. - **Document and share common self‑help steps** (e.g., factory reset, admin UI access) to reduce repeat contacts on out‑of‑warranty devices. - **Double‑check PCI compliance** when handling payment details—never repeat full card information over the phone. --- ## Technical Accuracy **Improvement** Note: Incorrectly identified router model as E1000, which does not exist in Linksys documentation. Failed to provide factory reset instructions despite direct customer request. [#LTS00130938](https://linksys.happyfox.com/staff/ticket/130938/) **Improvement** Note: Provided factually incorrect technical information: solid purple LED on Hydra Pro 6E does NOT mean the router is not providing internet. Incorrect warranty expiration claim. [#LTS00131042](https://linksys.happyfox.com/staff/ticket/131042/) **Improvement** Note: Used invalid 5‑press reset method for MR9000 Velop; correct procedure is 10‑second reset. Incorrectly interpreted LED state as solid purple; MR9000 Velop does not have a purple LED. [#LTS00131393](https://linksys.happyfox.com/staff/ticket/131393/) **Improvement** Note: Provided materially incorrect technical guidance: solid red LED on WHW03 after reset should be solid purple per KB. Incorrect reset duration of 20–30 seconds instead of 10 seconds. [#LTS00131389](https://linksys.happyfox.com/staff/ticket/131389/) **Improvement** Note: Incorrect use of 5‑press method as a reset for MBE7000; correct procedure is power cycle and wait for solid white. Failed to verify WAN/internet connection before troubleshooting mesh nodes. [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) **Strength** Note: Provided accurate compatibility information per Velop mesh compatibility KB for WHW01P with MR9600. Confirmed ongoing support status. [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) --- ## Coaching Moments **Improvement** > “This call is not recorded.” Note: Contradicted call recording policy—stated calls are monitored at IVR but later claimed “this call is not recorded,” undermining trust and compliance. [#LTS00130956](https://linksys.happyfox.com/staff/ticket/130956/) **Improvement** > “Live support is no longer available.” Note: Stated “live support is no longer available” while actively providing paid support, creating confusion and potentially misleading the customer. [#LTS00130894](https://linksys.happyfox.com/staff/ticket/130894/) --- ## Escalation Lessons: What L2 Did *No escalation learning cases were logged this week.* --- ## Coach Appendix - **Top trend:** Extended handle times on SETUP and CONNECTIVITY issues, often tied to incomplete diagnostics and factual inaccuracies around LED behavior and reset procedures. - **Key pattern:** Multiple instances of incorrect technical guidance (LED states, reset methods) and premature escalation/paid‑support offers without exhausting free self‑help paths. - **Actionable note:** Prioritize KB validation for LED interpretations and reset steps; ensure basic connectivity checks are completed before escalating or charging for support. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130711](https://linksys.happyfox.com/staff/ticket/130711/) | 2026-05-25 | 3.00 | INBOUND | E5400 | NO TROUBLESHOOTING NEEDED | Pending resolution | | [#LTS00079683](https://linksys.happyfox.com/staff/ticket/79683/) | 2026-05-25 | 3.00 | INBOUND | WHW03 | ACCESS | Closed with self-help | | [#LTS00130728](https://linksys.happyfox.com/staff/ticket/130728/) | 2026-05-25 | 1.30 | INBOUND | E1000 | SETUP | Incorrectly closed | | [#LTS00130741](https://linksys.happyfox.com/staff/ticket/130741/) | 2026-05-25 | 3.00 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00130768](https://linksys.happyfox.com/staff/ticket/130768/) | 2026-05-25 | 3.00 | INBOUND | EA7430 | CONNECTIVITY | Closed with self-help | | [#LTS00105961](https://linksys.happyfox.com/staff/ticket/105961/) | 2026-05-25 | 3.90 | INBOUND | WHW03 | HARDWARE | Closed with self-help | | *… (additional rows omitted for brevity; full table includes all 44 calls)* | | | | | | |