# vennemir.calvin@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 | | --- | --- | --- | --- | --- | --- | | 34 | 12m 6s | MX6200 | CONNECTIVITY | 34 | 2 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.70 | 34 | | Protocol | 1.90 | 34 | | Communication | 2.20 | 34 | | Overall | 2.30 | 34 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 11 | 24m 4s | 2.49 | 2.82 | 1.91 | 2.27 | Outlier: 1.9x weekly median handle time | | MBE | 2 | 23m 42s | 3.15 | 4.00 | 2.00 | 2.50 | Outlier: 1.9x weekly median handle time | | SPN | 3 | 17m 16s | 2.10 | 2.67 | 2.00 | 2.33 | | | WHW | 7 | 14m 50s | 2.20 | 2.57 | 1.71 | 2.00 | | | EA | 3 | 12m 38s | 1.83 | 1.33 | 1.33 | 1.67 | | | MR | 4 | 11m 24s | 2.15 | 1.75 | 1.50 | 1.75 | | | RE | 3 | 10m 33s | 2.07 | 2.00 | 1.33 | 1.67 | | | E | 3 | 6m 25s | 3.27 | 4.00 | 1.67 | 2.67 | | | LN | 1 | 6m 19s | 1.50 | 4.00 | 1.00 | 2.00 | | **Key Observations** - MX is the slowest family at 24m 4s; outlier: 1.9x weekly median handle time. - MBE is the slowest family at 23m 42s; outlier: 1.9x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 18 | 14m 5s | 2.10 | 2.80 | 1.80 | 2.10 | ✓ | | SETUP | 9 | 11m 58s | 2.20 | 2.60 | 1.80 | 2.20 | ✓ | | ACCESS | 4 | 11m 28s | 2.40 | 2.50 | 2.50 | 2.50 | ✓ | | CONFIGURATION | 1 | 4m 0s | 1.20 | 1.00 | 1.00 | 1.00 | ✓ | ## Week-over-Week Movement - Improve accuracy in technical guidance (e.g., correct URLs, reset durations, pairing methods). - Enforce protocol for collecting model/serial numbers in every call. - Reduce premature escalation to paid support without attempting basic troubleshooting. - Enhance communication clarity and empathy, especially during high-stress calls. ## What Went Well > **Accurate warranty status communication** > - "Accurately communicated warranty expiration date and status (e.g., 'the warranty status had expired around September 4 of [REDACTED_YEAR]' in call_id 045ca6ec-5b95-11f1-84c8-42010a623f91)." > [#LTS00131473](https://linksys.happyfox.com/staff/ticket/131473/) > **Correct use of KB-aligned troubleshooting steps** > - "Guided customer through correct factory reset and 5-press pairing for MX6200 (e.g., 'hold reset button until LED turns off' in call_id 600b52f8-5b73-11f1-95f6-42010a623f91)." > [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) > **Correctly identified and avoided providing incorrect guidance for non-Linksys product** > - "Correctly identified the product as non-Linksys and avoided providing incorrect technical guidance." > [#LTS00057293](https://linksys.happyfox.com/staff/ticket/57293/) --- ### Growth Opportunities > **Incorrect technical guidance and protocol violations** > - "Provided materially incorrect technical advice (e.g., 'new hard drive' in call_id 045ca6ec-5b95-11f1-84c8-42010a623f91, 'martmartwifif.com' in call_id 911372bc-59f8-11f1-8160-42010a62006f)." > [#LTS00131473](https://linksys.happyfox.com/staff/ticket/131473/) > **What better looks like**: Provide accurate technical guidance aligned with KB, avoid hallucinations, and ensure URLs are correct. > **Failure to collect essential product details** > - "Failed to collect model/serial number in multiple calls (e.g., 'Did not collect model or serial number' in call_id ca6a44c4-5b91-11f1-b5c9-42010a62006f, 'Failed to capture product model' in call_id 55a27cf8-5b71-11f1-b15f-42010a62006f)." > [#LTS00131468](https://linksys.happyfox.com/staff/ticket/131468/) > **What better looks like**: Always collect and verify model/serial numbers at the start of the call to ensure accurate troubleshooting. --- ### Next Week's Focus - **Collect model/serial numbers in every call** to ensure accurate troubleshooting and avoid misdiagnosis. - **Verify URLs and technical steps against KB** before providing guidance to prevent inaccuracies. - **Improve empathy and communication clarity**, especially during high-stress calls, to build trust and reduce frustration. - **Focus on CONNECTIVITY and SETUP categories** to reduce handle times and improve resolution rates. --- ### Technical Accuracy **Improvement** 5-press calibration: WHW03 and MX5500 can support 5-press pairing/recovery in supported child-node contexts. Do not coach this as unsupported solely because the product is Velop, WHW, MX, or MR; treat it as an error only when the evidence shows the method was wrong for the model/state, described as a factory reset by itself, failed without a pivot, or contradicted KB guidance. > [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) **Improvement** > Provided incorrect support URL ('support.com' instead of 'support.linksys.com') in call_id 0af952a6-5835-11f1-81fd-42010a62006f, constituting a serious accuracy and safety risk. > [#LTS00130705](https://linksys.happyfox.com/staff/ticket/130705/) **Improvement** > Incorrect factory reset duration (20 seconds) advised for WHW03 Velop system in call_id ca6a44c4-5b91-11f1-b5c9-42010a62006f. KB specifies 10 seconds for Velop models. > [#LTS00131468](https://linksys.happyfox.com/staff/ticket/131468/) **Strength** > Correctly identified and avoided providing incorrect guidance for non-Linksys product (TP-Link Deco) in call_id a06d7df6-5850-11f1-a6c7-42010a623f91. > [#LTS00057293](https://linksys.happyfox.com/staff/ticket/57293/) --- ### Coaching Moments **Improvement** > "Did not collect model or serial number, violating protocol for product-specific troubleshooting." > **Note**: Collecting model/serial numbers is critical for accurate troubleshooting and warranty validation. > [#LTS00131468](https://linksys.happyfox.com/staff/ticket/131468/) **Improvement** > "Incorrectly stated that remote access is no longer supported ([08:00]), contradicting the KB and directly harming the customer's use case." > **Note**: Remote access is still supported; ensure accurate information is provided. > [#LTS00131392](https://linksys.happyfox.com/staff/ticket/131392/) **Improvement** > "Provided incorrect default admin password ('admin') for WHW01, contradicting KB which states unique password on label." > **Note**: Always refer to KB for default credentials and avoid assumptions. > [#LTS00131214](https://linksys.happyfox.com/staff/ticket/131214/) **Improvement** > "Misrepresented MX2000 as a mesh system with 'child nodes' (KB clearly states MX2000 is a single-unit router, not a mesh system)." > **Note**: Ensure product knowledge is accurate to avoid misdiagnosis and confusion. > [#LTS00131305](https://linksys.happyfox.com/staff/ticket/131305/) **Improvement** > "Provided factually incorrect information: claimed MAC address could not be removed because it belonged to the router ([06:00], [07:00]). This contradicts KB guidance on MAC filtering and device blocking in the Velop admin UI." > **Note**: MAC filtering and device blocking are valid methods for removing unauthorized devices. > [#LTS00110405](https://linksys.happyfox.com/staff/ticket/110405/) --- ### Escalation Lessons: What L2 Did ### [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) — Resolved by Level 2 - **What L1 saw**: Customer to verify modem internet connectivity (swap cable, test with another device) and contact ISP; case number provided for follow-up. - **Why it escalated**: Escalation trigger was not explicit in the available notes. - **Related call chain**: This was a repeat contact; an earlier agent closed the call with an ISP referral, vague next step, or unresolved status, requiring L2 to continue the case. - **What L2 did**: Verified issue, confirmed Cnode proximity, reset nodes, and guided customer through admin access and SSID verification. - **Current state**: Resolved. - **L1 learning points**: - Always verify modem connectivity before escalating. - Document exact troubleshooting steps and outcomes. - Ensure clear next steps are provided to the customer. ### [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) — Resolved by Level 2 - **What L1 saw**: Escalated to Level 2; customer to send error screenshot via email; await callback within 24-48 hours. - **Why it escalated**: Customer was unable to verify account due to a non-functional verification link. - **Related call chain**: This was a repeat contact; an earlier agent closed the call after vague suggestions, requiring L2 to continue the case. - **What L2 did**: Claimed the ticket, requested screenshot, and guided customer through account verification and callback. - **Current state**: Resolved. - **L1 learning points**: - Attempt direct account verification or use internal tools when possible. - Set clear expectations and provide a valid escalation path. - Document all troubleshooting steps and customer actions. --- ### Coach Appendix - **Highest-signal weekly trend**: **CONNECTIVITY** and **SETUP** categories show the longest handle times and lowest scores. Focus on improving efficiency and accuracy in these areas. - **Recurring technical pattern**: Incorrect technical guidance (e.g., URLs, reset durations, pairing methods) and failure to collect essential product details. Ensure all guidance is KB-aligned and model/serial numbers are collected in every call. - **Evidence**: - Incorrect support URL provided in call_id 0af952a6-5835-11f1-81fd-42010a62006f. - Incorrect factory reset duration advised in call_id ca6a44c4-5b91-11f1-b5c9-42010a62006f. - Failure to collect model/serial numbers in call_id ca6a44c4-5b91-11f1-b5c9-42010a62006f. --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00130705](https://linksys.happyfox.com/staff/ticket/130705/) | 2026-05-25 12:27:06+00:00 | 1.3 | INBOUND | EA7300 | CONNECTIVITY | Abandoned or vague | | [#TE00122939](https://linksys.happyfox.com/staff/ticket/122939/) | 2026-05-25 13:05:31+00:00 | 2.4 | INBOUND | WHW01 | CONNECTIVITY | Pending resolution | | [#LTS00057293](https://linksys.happyfox.com/staff/ticket/57293/) | 2026-05-25 15:44:33+00:00 | 3.0 | INBOUND | WHW01 | SETUP | Closed with self-help | | [#LTS00130230](https://linksys.happyfox.com/staff/ticket/130230/) | 2026-05-25 16:52:50+00:00 | 1.5 | INBOUND | SPNMX55 | CONNECTIVITY | Abandoned or vague | | [#LTS00130857](https://linksys.happyfox.com/staff/ticket/130857/) | 2026-05-26 13:17:10+00:00 | 3.0 | INBOUND | EA7300 | SETUP | Customer declined path | | [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) | 2026-05-26 14:05:09+00:00 | 1.1 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00101153](https://linksys.happyfox.com/staff/ticket/101153/) | 2026-05-26 14:25:19+00:00 | 1.5 | OUTBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00130179](https://linksys.happyfox.com/staff/ticket/130179/) | 2026-05-26 17:43:09+00:00 | 1.8 | INBOUND | RE7000 | SETUP | Abandoned or vague | | [#LTS00070759](https://linksys.happyfox.com/staff/ticket/70759/) | 2026-05-26 18:01:01+00:00 | 1.8 | INBOUND | MX5500 | CONNECTIVITY | Pending resolution | | [#LTS00131018](https://linksys.happyfox.com/staff/ticket/131018/) | 2026-05-27 11:05:40+00:00 | 3.0 | INBOUND | MBE7000 | CONNECTIVITY | Likely fixed unconfirmed | | [#LTS00131024](https://linksys.happyfox.com/staff/ticket/131024/) | 2026-05-27 12:46:59+00:00 | 4.0 | INBOUND | E2500 | CONNECTIVITY | Closed with self-help | | [#TE00092429](https://linksys.happyfox.com/staff/ticket/92429/) | 2026-05-27 15:02:42+00:00 | 3.1 | INBOUND | MX8500 | ACCESS | Escalated correctly | | [#LTS00131054](https://linksys.happyfox.com/staff/ticket/131054/) | 2026-05-27 16:35:47+00:00 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Customer declined path | | [#LTS00095569](https://linksys.happyfox.com/staff/ticket/95569/) | 2026-05-27 17:24:47+00:00 | 1.5 | INBOUND | LN1100 | SETUP | Abandoned or vague | | [#LTS00125542](https://linksys.happyfox.com/staff/ticket/125542/) | 2026-05-27 18:19:14+00:00 | 1.4 | INBOUND | RE7000 | SETUP | Abandoned or vague | | [#LTS00110405](https://linksys.happyfox.com/staff/ticket/110405/) | 2026-05-27 20:51:28+00:00 | 3.0 | INBOUND | MR8300 | CONNECTIVITY | Closed with self-help | | [#LTS00110405](https://linksys.happyfox.com/staff/ticket/110405/) | 2026-05-27 20:59:21+00:00 | 1.4 | INBOUND | MR8300 | CONNECTIVITY | Abandoned or vague | | [#GI00131206](https://linksys.happyfox.com/staff/ticket/131206/) | 2026-05-28 12:19:44+00:00 | 3.0 | INBOUND | | ACCESS | Callback or followup set | | [#LTS00131208](https://linksys.happyfox.com/staff/ticket/131208/) | 2026-05-28 12:35:05+00:00 | 1.8 | INBOUND | SPNMX57CF | SETUP | Pending resolution | | [#LTS00131214](https://linksys.happyfox.com/staff/ticket/131214/) | 2026-05-28 13:13:23+00:00 | 1.4 | INBOUND | WHW01 | SETUP | Abandoned or vague | | [#LTS00131222](https://linksys.happyfox.com/staff/ticket/131222/) | 2026-05-28 13:44:37+00:00 | 3.0 | INBOUND | E5350 | CONNECTIVITY | Abandoned or vague | | [#LTS00131020](https://linksys.happyfox.com/staff/ticket/131020/) | 2026-05-28 13:55:28+00:00 | 3.0 | INBOUND | SPNMX55CF | CONNECTIVITY | Abandoned or vague | | [#LTS00131065](https://linksys.happyfox.com/staff/ticket/131065/) | 2026-05-28 14:35:13+00:00 | 1.2 | INBOUND | EA9300 | SETUP | Incorrectly closed | | [#LTS00131264](https://linksys.happyfox.com/staff/ticket/131264/) | 2026-05-28 16:58:33+00:00 | 1.9 | INBOUND | MX4200 | CONNECTIVITY | Abandoned or vague | | [#LTS00131263](https://linksys.happyfox.com/staff/ticket/131263/) | 2026-05-28 19:08:52+00:00 | 1.2 | INBOUND | MR8300 | CONFIGURATION | Incorrectly closed | | [#LTS00131298](https://linksys.happyfox.com/staff/ticket/131298/) | 2026-05-28 19:41:52+00:00 | 3.0 | INBOUND | MX4200 | CONNECTIVITY | Closed with self-help | | [#LTS00131305](https://linksys.happyfox.com/staff/ticket/131305/) | 2026-05-28 19:55:04+00:00 | 1.8 | INBOUND | MX2000 | SETUP | Callback or followup set | | [#GI00131206](https://linksys.happyfox.com/staff/ticket/131206/) | 2026-05-28 23:01:13+00:00 | 3.2 | INBOUND | MX2000 | ACCESS | Closed with self-help | | [#LTS00102579](https://linksys.happyfox.com/staff/ticket/102579/) | 2026-05-29 01:49:01+00:00 | 3.0 | INBOUND | RE6500 | CONNECTIVITY | Abandoned or vague | | [#LTS00131392](https://linksys.happyfox.com/staff/ticket/131392/) | 2026-05-29 12:51:06+00:00 | 1.3 | INBOUND | MX2000 | SETUP | Abandoned or vague | | [#LTS00129010](https://linksys.happyfox.com/staff/ticket/129010/) | 2026-05-29 15:16:15+00:00 | 2.8 | INBOUND | E900 | CONNECTIVITY | Abandoned or vague | | [#LTS00094375](https://linksys.happyfox.com/staff/ticket/94375/) | 2026-05-29 15:30:51+00:00 | 3.3 | INBOUND | MBE7000 | SETUP | Closed correctly | | [#LTS00077800](https://linksys.happyfox.com/staff/ticket/77800/) | 2026-05-29 16:33:29+00:00 | 3.9 | INBOUND | MX6200 | CONNECTIVITY | Closed with self-help | | [#LTS00131436](https://linksys.happyfox.com/staff/ticket/131436/) | 2026-05-29 16:59:21+00:00 | 3.0 | INBOUND | MX6200 | CONNECTIVITY | Likely fixed unconfirmed | | [#LTS00011393](https://linksys.happyfox.com/staff/ticket/11393/) | 2026-05-29 17:08:10+00:00 | 3.1 | INBOUND | MX6200 | SETUP | Closed with self-help | | [#LTS00131468](https://linksys.happyfox.com/staff/ticket/131468/) | 2026-05-29 19:08:34+00:00 | 3.0 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131473](https://linksys.happyfox.com/staff/ticket/131473/) | 2026-05-29 19:31:40+00:00 | 1.3 | INBOUND | MX5300 | ACCESS | Incorrectly closed |