# rubierosa.levi@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 |
| --- | --- | --- | --- | --- | --- |
| 7 | 26m 53s | MX2000 | ACCESS | 7 | 2 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 1.57 | 7 |
| Protocol | 1.71 | 7 |
| Communication | 2.43 | 7 |
| Overall | 1.86 | 7 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SPN | 2 | 42m 42s | 2.10 | 1.00 | 2.00 | 2.50 | Outlier: 1.5x weekly median handle time |
| MBE | 1 | 37m 30s | 1.80 | 1.00 | 2.00 | 3.00 |  |
| MX | 3 | 18m 13s | 1.33 | 2.00 | 1.33 | 2.33 |  |
| WHW | 1 | 10m 35s | 3.00 | 2.00 | 2.00 | 2.00 |  |

**Key Observations**
- SPN is the slowest family at 42m 42s; outlier: 1.5x weekly median handle time.
- MBE is one of the slowest families at 37m 30s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| ACCESS | 3 | 38m 12s | 1.47 | 1.00 | 2.00 | 2.33 | ✓ |
| SETUP | 1 | 35m 11s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ |
| CONNECTIVITY | 2 | 6m 48s | 2.25 | 3.00 | 1.50 | 2.50 |  |
| HARDWARE | 1 | 36m 26s | 3.00 | 1.00 | 2.00 | 3.00 |  |

## Week-over-Week Movement
- Improve technical accuracy in troubleshooting guidance (e.g., correct wiring, reset procedures, admin URLs).
- Enhance model-specific knowledge (e.g., MBE7000 default credentials, MX2000 bridge mode limitations).
- Strengthen protocol adherence (e.g., collect serial numbers, verify warranty status).

## What Went Well

1. **Basic protocol adherence**  
   > Collected essential customer information (name, email, model, serial) — [03:00–06:00].  
   [#LTS00131014](https://linksys.happyfox.com/staff/ticket/131014/)

2. **Communication clarity**  
   > Agent maintained a polite and professional tone throughout the call.  
   [#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/)

---

### Growth Opportunities

1. **Technical accuracy failures**  
   > Incorrectly instructed to connect MX2000 WAN port to Asus LAN port — creates double-NAT topology (KB universal_isp_compatibility.md states WAN should connect to modem/ONT).  
   [#LTS00130689](https://linksys.happyfox.com/staff/ticket/130689/)

2. **Incorrect troubleshooting guidance**  
   > Provided wrong admin URL ([REDACTED_PHONE]) and reset procedure (20-second press, pink light) for SPNM42 — KB states http://myrouter.info and 10-second press.  
   [#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/)

---

### Next Week's Focus

- **Verify model-specific reset procedures** before guiding customers, especially for SPN and MX series devices.
- **Confirm WAN port connections** for routers behind existing modems or ISPs.
- **Collect serial numbers and warranty status** early in every call to enable accurate support pathing.
- **Practice concise, model-specific troubleshooting** for ACCESS and SETUP issues to reduce handle time.

---

### Technical Accuracy

**Improvement**  
> Incorrectly instructed to connect MX2000 WAN port to Asus LAN port — creates double-NAT topology (KB universal_isp_compatibility.md states WAN should connect to modem/ONT).  
[#LTS00130689](https://linksys.happyfox.com/staff/ticket/130689/)

**Improvement**  
> Provided wrong default router password ('admin') for MBE7000; correct default is same as Wi-Fi password, username is root [15:00].  
[#LTS00130692](https://linksys.happyfox.com/staff/ticket/130692/)

**Improvement**  
> Provided materially false technical explanation for error 2123, claiming it is caused by a 'merchant file' with 'invalid syntax' and 'wrong code' — no basis in Linksys KB.  
[#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/)

**Improvement**  
> Failed to recognize and address customer's explicit statement that the child node was not connecting to the parent node — incorrectly validated setup as 'good'.  
[#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/)

---

### Coaching Moments

**Strength**  
> Agent maintained a polite and professional tone throughout the call.  
[#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/)

**Improvement**  
> Provided a completely fabricated technical explanation at [11:00], stating error 2123 is due to a 'merchant file' with 'invalid syntax' and 'wrong code'—this is not a real Linksys system component or error cause.  
[#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/)

---

### Escalation Lessons: What L2 Did

### [#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/) — Resolved by Level 2

- **What L1 saw:** Customer could not log into Linksys app due to incorrect password.  
- **Why it escalated:** L1 provided incorrect admin URLs and reset procedures for SPNM42.  
- **Related call chain:** This was a repeat contact after an earlier unresolved call.  
- **What L2 did:** L2 provided correct admin URL (http://myrouter.info), correct reset procedure (10-second press), and verified warranty status.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  - Always verify model-specific admin URLs and reset procedures.  
  - Collect serial number and warranty status early.  
  - Escalate when unable to resolve after providing correct model-specific guidance.

### [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) — Resolved by Level 2

- **What L1 saw:** Customer experienced error 2123 in Linksys app and could not log in using router password.  
- **Why it escalated:** L1 provided incorrect technical explanation and failed to offer a valid escalation path.  
- **Related call chain:** This was a repeat contact after an earlier unresolved call.  
- **What L2 did:** L2 requested sysinfo logs, provided correct troubleshooting steps, and escalated to developers for log review.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  - Avoid providing fabricated technical explanations.  
  - Offer to collect logs and escalate when customers request developer review.  
  - Ensure clear next steps and follow-up for unresolved issues.

---

### Coach Appendix

- **Highest-signal weekly trend:** Persistent technical accuracy failures in SPN and MX series troubleshooting, particularly around WAN port connections, reset procedures, and admin URLs. Focus on model-specific KB validation before guiding customers.
- **Recurring pattern:** Inability to recognize and address explicit customer statements about unresolved issues (e.g., child node connectivity). Practice active listening and validation of customer-reported symptoms.
- **Evidence:** All evidence surfaced above; no new transcript quotes introduced.

---

### This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00130689](https://linksys.happyfox.com/staff/ticket/130689/) | 2026-05-25 07:07:09+00:00 | 1.1 | OUTBOUND | MX2000 | SETUP | Customer chose to abandon attempt; no functional configuration achieved. |
| [#LTS00130692](https://linksys.happyfox.com/staff/ticket/130692/) | 2026-05-25 08:26:44+00:00 | 1.8 | INBOUND | MBE7000 | ACCESS | Agent promised to email an OpenWRT article; no technical resolution achieved. |
| [#TE00130835](https://linksys.happyfox.com/staff/ticket/130835/) | 2026-05-26 10:02:29+00:00 | 1.2 | INBOUND | SPNMX42 | ACCESS | No resolution achieved. Recommend escalation to senior support for correct admin login procedure and warranty verification. |
| [#TE00130994](https://linksys.happyfox.com/staff/ticket/130994/) | 2026-05-27 02:31:35+00:00 | 1.4 | INBOUND | MX6200 | ACCESS | None – agent insisted on node restart despite refusal and provided no alternative path. Failed to acknowledge or act on customer's request to have app logs reviewed by developers. |
| [#LTS00130683](https://linksys.happyfox.com/staff/ticket/130683/) | 2026-05-27 06:48:13+00:00 | 1.5 | OUTBOUND | MX2001SH | CONNECTIVITY | No resolution. Agent advised customer to call back if further assistance is needed. |
| [#LTS00131014](https://linksys.happyfox.com/staff/ticket/131014/) | 2026-05-27 10:13:33+00:00 | 3.0 | INBOUND | SPNM62CF | HARDWARE | Advised customer to contact Community Fiber ISP support; provided two hotline numbers. |
| [#LTS00131363](https://linksys.happyfox.com/staff/ticket/131363/) | 2026-05-29 02:56:49+00:00 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Sent KB article via email; customer may call back for paid support if article fails. No technical fix applied. |