# trecia.malunjao@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 | | --- | --- | --- | --- | --- | --- | | 16 | 30m 2s | WHW03 | CONNECTIVITY | 16 | 1 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.50 | 16 | | Protocol | 1.80 | 16 | | Communication | 2.10 | 16 | | Overall | 2.40 | 16 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 1 | 62m 22s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 2.3x weekly median handle time | | SPN | 6 | 34m 26s | 2.40 | 2.33 | 1.67 | 2.33 | | | WHW | 8 | 29m 29s | 2.47 | 2.75 | 1.75 | 2.12 | | | MX | 2 | 25m 6s | 3.00 | 3.50 | 2.00 | 2.00 | | | OTHER | 1 | 6m 51s | 1.80 | 3.00 | 2.00 | 1.00 | | | EA | 1 | 6m 3s | 3.00 | 4.00 | 2.00 | 2.00 | | **Key Observations** - LN is the slowest family at 62m 22s; outlier: 2.3x weekly median handle time. - SPN is one of the slowest families at 34m 26s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 13 | 34m 7s | 2.30 | 2.50 | 1.70 | 2.10 | ✓ | | ACCESS | 2 | 11m 4s | 2.40 | 2.00 | 2.50 | 1.50 | | | SETUP | 1 | 67m 43s | 1.40 | 1.00 | 1.00 | 2.00 | ✓ | | NO TROUBLESHOOTING NEEDED | 1 | 9m 30s | 2.80 | 5.00 | 3.00 | 3.00 | | ## Week-over-Week Movement - Improve accuracy in technical guidance (Wi-Fi standards, model-specific procedures). - Verify internet connectivity and WAN status before proceeding with troubleshooting. - Avoid conflating Wi-Fi password with admin password. - Follow KB-aligned reset procedures and LED interpretations. ## What Went Well 1. **Correct technical guidance for WHW03 reset** > “Provided **correct** reset and pairing instructions for WHW03 (KB-aligned).” [#LTS00130852](https://linksys.happyfox.com/staff/ticket/130852/) 2. **Accurate model identification and KB alignment** > “Correctly identified the SPNM60 model and confirmed it is not supported by the Linksys app [03:00], per KB guidance.” [#LTS00131031](https://linksys.happyfox.com/staff/ticket/131031/) --- ## Growth Opportunities 1. **Avoid materially incorrect technical information** > “Incorrectly stated Wi-Fi 5 supports up to 2 Gbps [12:00] (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi-Fi 7 as current technology [11:00].” [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) *Next step: Reference KB for Wi-Fi standards and confirm product compatibility before stating capabilities.* 2. **Verify connectivity and use model-specific guidance** > “Did not verify upstream WAN/modem connection or perform a power cycle — critical omissions for intermittent internet loss. Provided incorrect default password guidance ('admin') for Velop router [17:00].” [#LTS00034316](https://linksys.happyfox.com/staff/ticket/34316/) *Next step: Always check WAN status first and use model-specific admin credentials (e.g., recovery key for Velop).* --- ## Next Week's Focus - **Verify WAN/modem status** before proceeding with any troubleshooting steps. - **Use model-specific reset procedures** (e.g., 10s reset for WHW03, 5-press for Cognitive Mesh only). - **Avoid conflating Wi-Fi passwords with admin passwords**; use recovery keys for admin access. - **Confirm connectivity outcomes** after each troubleshooting step to avoid redundant loops. --- ## Technical Accuracy ### **Improvement** > “Incorrectly stated Wi-Fi 5 supports up to 2 Gbps (KB: typical max ~866 Mbps on 5 GHz band). Misrepresented Wi-Fi 7 as current technology (KB: Wi-Fi 7 is not mainstream or supported on most Linksys consumer models).” [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) *Note: Always cross-check Wi-Fi standards against KB before stating speeds or availability.* ### **Improvement** > “Provided inaccurate LED interpretation: claimed nodes turned solid green ([10:00], [11:00]) when customer reported blinking red. Velop nodes show solid purple (ready) or solid white (online), not green.” [#LTS00130697](https://linksys.happyfox.com/staff/ticket/130697/) *Note: Use KB-led references for Velop LED states to avoid misdiagnosis.* ### **Improvement** > “Incorrectly stated that expired warranty voids all technical support, including basic password-retrieval guidance.” [#LTS00130727](https://linksys.happyfox.com/staff/ticket/130727/) *Note: Always offer self-help options (label checks, http://myrouter.local) regardless of warranty status.* --- ## Escalation Lessons: What L2 Did ### [#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/) — Resolved by Level 2 - **What L1 saw:** LN1600 child node solid red, unable to pair after resets. Customer on Community Fiber. - **Why it escalated:** Node remained offline despite L1 resets, password recovery, and firmware checks. - **What L2 did:** Confirmed child node LED (steady white when wired), verified parent node wiring, and guided customer through re-pairing via 5-press (valid for LN1600). - **Current state:** Resolved after L2 confirmed stable mesh backhaul. - **L1 learning points:** 1. Confirm product family (LN = Cognitive Mesh) before using 5-press pairing. 2. Verify WAN connectivity and node LED states *before* resets. 3. Document every step taken to avoid repeating ineffective troubleshooting. --- ## Coach Appendix ***Weekly trend:*** High handle times on **LN** and **SPN** families correlate with lower accuracy scores. **CONNECTIVITY** remains the top problem category, but resolution rates lag due to incomplete WAN verification. ***Key pattern:*** Recurring issues with **model-specific guidance** (e.g., Velop LED interpretation, SPNM60 admin URLs) and **technical inaccuracies** (Wi-Fi standards, password conflation). Focus next week on model-specific KB cross-checking and WAN-first diagnostics. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) | 2026-05-25 | 1.8 | OUTBOUND | WHW03 | CONNECTIVITY | ↻ Callback set | | [#LTS00130691](https://linksys.happyfox.com/staff/ticket/130691/) | 2026-05-25 | 3.0 | OUTBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00130697](https://linksys.happyfox.com/staff/ticket/130697/) | 2026-05-25 | 1.6 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00130727](https://linksys.happyfox.com/staff/ticket/130727/) | 2026-05-25 | 1.8 | INBOUND | VLP01 | ACCESS | ⏳ Pending | | [#LTS00130834](https://linksys.happyfox.com/staff/ticket/130834/) | 2026-05-26 | 3.0 | INBOUND | MX5500 | CONNECTIVITY | ↻ Callback set | | [#LTS00130846](https://linksys.happyfox.com/staff/ticket/130846/) | 2026-05-26 | 3.0 | INBOUND | EA7200 | CONNECTIVITY | ✘ Customer declined paid support | | [#LTS00130852](https://linksys.happyfox.com/staff/ticket/130852/) | 2026-05-26 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00034316](https://linksys.happyfox.com/staff/ticket/34316/) | 2026-05-27 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | ⏳ Pending | | [#LTS00131020](https://linksys.happyfox.com/staff/ticket/131020/) | 2026-05-27 | 1.7 | INBOUND | SPNMX55CF | CONNECTIVITY | ⏳ Pending | | [#LTS00131021](https://linksys.happyfox.com/staff/ticket/131021/) | 2026-05-27 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#LTS00131031](https://linksys.happyfox.com/staff/ticket/131031/) | 2026-05-27 | 3.0 | INBOUND | SPNM60CF | ACCESS | ✓ Resolved | | [#LTS00131041](https://linksys.happyfox.com/staff/ticket/131041/) | 2026-05-27 | 2.5 | INBOUND | SPNM60TB | NO TROUBLESHOOTING NEEDED | ⏳ Pending | | [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-28 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | ↻ Callback set | | [#LTS00131064](https://linksys.happyfox.com/staff/ticket/131064/) | 2026-05-28 | 1.7 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00131197](https://linksys.happyfox.com/staff/ticket/131197/) | 2026-05-28 | 1.7 | INBOUND | SPNMX56CF | CONNECTIVITY | ⏳ Pending | | [#TE00131379](https://linksys.happyfox.com/staff/ticket/131379/) | 2026-05-29 | 1.8 | INBOUND | LN1600 | CONNECTIVITY | ↑ Escalated |