# deneive.luar@concentrix.com — Coaching Report
## Week of 2026-06-01 – 2026-06-07

---

## At a Glance
| Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated |
| --- | --- | --- | --- | --- | --- |
| 33 | 13m 47s | E1200 | CONNECTIVITY | 33 | 2 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.60 | 33 |
| Protocol | 1.80 | 33 |
| Communication | 2.10 | 33 |
| Overall | 2.20 | 33 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| WHW | 6 | 29m 49s | 2.02 | 2.67 | 2.00 | 2.00 | Outlier: 2.0x weekly median handle time |
| MX | 6 | 26m 40s | 2.47 | 1.67 | 1.67 | 2.00 | Outlier: 1.8x weekly median handle time |
| SPN | 3 | 23m 6s | 2.47 | 1.67 | 2.00 | 2.33 | Outlier: 1.6x weekly median handle time |
| LN | 1 | 16m 19s | 1.80 | 1.00 | 2.00 | 2.00 |  |
| MR | 6 | 14m 38s | 2.42 | 2.00 | 1.67 | 2.00 |  |
| EA | 6 | 14m 18s | 2.37 | 2.17 | 1.83 | 2.17 |  |
| OTHER | 2 | 9m 48s | 1.80 | 5.00 | 2.00 | 2.50 |  |
| E | 7 | 8m 4s | 2.43 | 3.71 | 1.86 | 2.14 |  |
| MBE | 1 | 7m 1s | 1.80 | 5.00 | 2.00 | 2.00 |  |

**Key Observations**
- WHW is the slowest family at 29m 49s; outlier: 2.0x weekly median handle time.
- MX is the slowest family at 26m 40s; outlier: 1.8x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 16 | 15m 48s | 2.10 | 2.80 | 1.80 | 2.10 | ✓ |
| SETUP | 8 | 22m 39s | 2.20 | 2.60 | 1.80 | 2.30 | ✓ |
| ACCESS | 4 | 14m 54s | 2.10 | 2.80 | 2.00 | 2.30 | ✓ |
| GENERAL INQUIRY | 3 | 10m 53s | 2.50 | 2.00 | 2.00 | 2.00 |  |
| NO TROUBLESHOOTING NEEDED | 3 | 10m 8s | 2.10 | 4.30 | 1.70 | 2.70 | ✓ |
| CONFIGURATION | 2 | 11m 29s | 2.30 | 2.50 | 2.50 | 2.50 |  |

## Week-over-Week Movement
- Improve basic troubleshooting adherence for connectivity issues.
- Enhance technical accuracy in model-specific guidance (e.g., reset procedures).
- Reduce premature escalation without troubleshooting validation.

## What Went Well

> **Accurate model identification**  
> *"Correctly identified and confirmed the product model (E1200) and serial number (1082C61312644) at [02:00]."*  
> [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/)

> **Professional communication**  
> *"Maintained a polite and professional tone throughout the call despite customer frustration."*  
> [#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/), [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/)

---

## Growth Opportunities

> **Incorrect technical guidance**  
> *"Provided factually incorrect information that Linksys no longer supports PAP-2T and suggested contacting Cisco."*  
> [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/)  
> *What better looks like: Validate product support status via KB before directing to ISP/OEM. Confirm warranty eligibility and offer paid support if needed.*

> **Failure to perform basic troubleshooting**  
> *"Performed zero troubleshooting steps for a reported internet outage, even though basic steps (e.g., power-cycle) are safe to advise regardless of warranty."*  
> [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/)  
> *What better looks like: Always attempt basic diagnostics (power cycle, LED check, WAN status) before declaring device unsupported or escalating.*

---

## Next Week's Focus

- **Prioritize basic troubleshooting** for connectivity issues (power cycle, WAN check, LED validation) before declaring device unsupported.
- **Verify model-specific reset procedures** (e.g., 10s reset for MX55 vs. 5-press for LN) using KB before instructing customers.
- **Reduce premature escalation** by confirming warranty status and attempting self-help steps first.
- **Enhance script clarity** for out-of-warranty devices: clearly explain paid support options and self-help resources.

---

## Technical Accuracy

**Improvement**  
*Incorrectly advised five-press reset on the main router (not valid for MX55). Contradicts KB guidance for MX55 Velop devices.*  
[#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/)

**Improvement**  
*Provided factually incorrect information that Linksys no longer supports PAP-2T and suggested contacting Cisco. No troubleshooting performed.*  
[#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/)

**Improvement**  
*Failed to collect serial number despite it being required for warranty and escalation. No basic troubleshooting performed before escalation.*  
[#TE00057780](https://linksys.happyfox.com/staff/ticket/57780/)

**Improvement**  
*Provided incorrect IP address ([REDACTED_PHONE]) instead of [REDACTED_PHONE] or myrouter.local for MR5500 router access.*  
[#LTS00076343](https://linksys.happyfox.com/staff/ticket/76343/)

**Improvement**  
*Incorrectly claimed EA9500 supports Wi-Fi 7 and provided invalid admin URL 'myrouter.local' for EA series router.*  
[#LTS00131892](https://linksys.happyfox.com/staff/ticket/131892/)

---

## Coaching Moments

**Strength**  
*"Apologized for the inconvenience and expressed empathy."*  
[#LTS00131678](https://linksys.happyfox.com/staff/ticket/131678/)

**Strength**  
*"Attempted to collect customer information and model details."*  
[#LTS00131678](https://linksys.happyfox.com/staff/ticket/131678/)

**Improvement**  
*"Provided wrong reset duration (20 seconds) and used 5‑press method, which applies only to Cognitive Mesh models, not Velop."*  
[#LTS00131678](https://linksys.happyfox.com/staff/ticket/131678/)

---

## Escalation Lessons: What L2 Did

### [#TE00057780](https://linksys.happyfox.com/staff/ticket/57780/) — Pending with Level 2

- **What L1 saw:** MBE7000 mesh node disconnected. Customer reported VPN configuration attempt on a node without VPN capability.  
- **Why it escalated:** L1 declared node unsupported and escalated after failing to collect serial/WAN status.  
- **Related call chain:** Multiple L1 attempts with inconsistent guidance (ISP referral, vague callbacks).  
- **What L2 did:** Verified node firmware, confirmed VPN passthrough capability, and initiated callback for node re-pairing.  
- **Current state:** Callback pending.  
- **L1 learning points:**  
  1. Confirm node model and WAN connectivity before declaring unsupported.  
  2. Use 5-press recovery only on Cognitive Mesh (LN/MX6200/MBE7000), not Velop.  
  3. Document node count, LED states, and firmware version during diagnosis.

### [#TE00132292](https://linksys.happyfox.com/staff/ticket/132292/) — Resolved by Level 2

- **What L1 saw:** Customer needed TAA compliance documentation for LS310C switch.  
- **Why it escalated:** L1 failed to create a case or provide documentation.  
- **Related call chain:** Single L1 contact with no case/ticket creation.  
- **What L2 did:** Located TAA compliance documentation, emailed to customer, and closed case.  
- **Current state:** Resolved.  
- **L1 learning points:**  
  1. For government-related requests, create a case and confirm documentation availability.  
  2. Provide clear next steps (e.g., email delivery time) and case reference.  
  3. Escalate formally when internal resources are unavailable.

---

## Coach Appendix

*Highest-signal trend: Premature escalation without basic troubleshooting validation. Focus on model-specific reset procedures and warranty eligibility checks before handing off.*

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) | 2026-06-01 | 2.2 | INBOUND | E1200 | CONNECTIVITY | Advised new router |
| [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) | 2026-06-01 | 1.1 | INBOUND | E1200 | CONNECTIVITY | Incorrect Cisco advice |
| [#LTS00131651](https://linksys.happyfox.com/staff/ticket/131651/) | 2026-06-01 | 2.6 | INBOUND | MX2000 | SETUP | Callback set |
| [#TE00057780](https://linksys.happyfox.com/staff/ticket/57780/) | 2026-06-01 | 1.8 | INBOUND | MBE7000 | CONNECTIVITY | Escalated to L2 |
| [#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/) | 2026-06-01 | 2.8 | INBOUND | MX55EC3 | CONNECTIVITY | Email instructions |
| [#LTS00131666](https://linksys.happyfox.com/staff/ticket/131666/) | 2026-06-01 | 1.0 | INBOUND | MX55EC3 | CONNECTIVITY | Abandoned |
| [#LTS00131678](https://linksys.happyfox.com/staff/ticket/131678/) | 2026-06-01 | 2.8 | INBOUND | MX2000 | SETUP | Password reset advised |
| [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) | 2026-06-01 | 3.5 | INBOUND | MR2000 | SETUP | Product recommendation |
| [#LTS00076343](https://linksys.happyfox.com/staff/ticket/76343/) | 2026-06-01 | 1.6 | INBOUND | MR5500 | ACCESS | Backend claim |
| [#LTS00131820](https://linksys.happyfox.com/staff/ticket/131820/) | 2026-06-02 | 2.9 | INBOUND | WHW01 | CONNECTIVITY | Self-help offered |
| [#GI00131824](https://linksys.happyfox.com/staff/ticket/131824/) | 2026-06-02 | 2.8 | INBOUND | — | CONNECTIVITY | ISP referral |
| [#LTS00101078](https://linksys.happyfox.com/staff/ticket/101078/) | 2026-06-02 | 1.8 | INBOUND | UNKNOWN | NO TROUBLESHOOTING NEEDED | Serial number needed |
| [#GI00131847](https://linksys.happyfox.com/staff/ticket/131847/) | 2026-06-02 | 1.8 | INBOUND | EA9500 | GENERAL INQUIRY | Mesh misrepresentation |
| [#LTS00131858](https://linksys.happyfox.com/staff/ticket/131858/) | 2026-06-02 | 2.8 | INBOUND | EA6350 | CONNECTIVITY | Replacement advised |
| [#LTS00131864](https://linksys.happyfox.com/staff/ticket/131864/) | 2026-06-02 | 2.8 | INBOUND | SPNMX57CF | CONNECTIVITY | Power-cycle resolved |
| [#LTS00131892](https://linksys.happyfox.com/staff/ticket/131892/) | 2026-06-02 | 2.8 | INBOUND | EA9500 | CONFIGURATION | Browser change advised |
| [#LTS00131906](https://linksys.happyfox.com/staff/ticket/131906/) | 2026-06-02 | 2.8 | INBOUND | MR7350 | ACCESS | Setup page issue |
| [#LTS00131913](https://linksys.happyfox.com/staff/ticket/131913/) | 2026-06-02 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | Password reset email |
| [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) | 2026-06-02 | 3.2 | INBOUND | MR2000 | SETUP | Replacement recommended |
| [#LTS00131711](https://linksys.happyfox.com/staff/ticket/131711/) | 2026-06-02 | 1.0 | INBOUND | MR2000 | SETUP | Modem compatibility |
| [#LTS00132025](https://linksys.happyfox.com/staff/ticket/132025/) | 2026-06-03 | 1.4 | INBOUND | WHW01 | CONFIGURATION | Incorrect band advice |
| [#LTS00132059](https://linksys.happyfox.com/staff/ticket/132059/) | 2026-06-03 | 1.1 | INBOUND | EA9300 | CONNECTIVITY | Upgrade recommended |
| [#LTS00132080](https://linksys.happyfox.com/staff/ticket/132080/) | 2026-06-03 | 2.8 | INBOUND | SPNMX56CF | CONNECTIVITY | Nodes reconnected |
| [#GI00132088](https://linksys.happyfox.com/staff/ticket/132088/) | 2026-06-03 | 2.8 | INBOUND | — | GENERAL INQUIRY | SIM slot info |
| [#LTS00132097](https://linksys.happyfox.com/staff/ticket/132097/) | 2026-06-03 | 2.2 | INBOUND | WHW01 | ACCESS | Password reset guided |
| [#LTS00132115](https://linksys.happyfox.com/staff/ticket/132115/) | 2026-06-03 | 2.9 | INBOUND | EA9300 | CONNECTIVITY | Power-cycle advised |
| [#LTS00132120](https://linksys.happyfox.com/staff/ticket/132120/) | 2026-06-04 | 1.4 | INBOUND | WHW03 | CONNECTIVITY | ISP referral |
| [#LTS00132257](https://linksys.happyfox.com/staff/ticket/132257/) | 2026-06-04 | 1.8 | INBOUND | SPNM60CF | SETUP | Mesh rebuild needed |
| [#LTS00132281](https://linksys.happyfox.com/staff/ticket/132281/) | 2026-06-04 | 2.8 | INBOUND | MR8300 | NO TROUBLESHOOTING NEEDED | EOL confirmed |
| [#LTS00098301](https://linksys.happyfox.com/staff/ticket/98301/) | 2026-06-04 | 2.8 | INBOUND | EA9300 | ACCESS | Reset instructed |
| [#TE00132292](https://linksys.happyfox.com/staff/ticket/132292/) | 2026-06-04 | 1.8 | INBOUND | — | NO TROUBLESHOOTING NEEDED | TAA compliance |
| [#LTS00132298](https://linksys.happyfox.com/staff/ticket/132298/) | 2026-06-04 | 2.8 | INBOUND | E5400 | ACCESS | Firefox accessed UI |
| [#LTS00132307](https://linksys.happyfox.com/staff/ticket/132307/) | 2026-06-04 | 3.2 | INBOUND | E7350 | SETUP | Email troubleshooting |
| [#LTS00131645](https://linksys.happyfox.com/staff/ticket/131645/) | 2026-06-04 | 2.9 | INBOUND | E1200 | CONNECTIVITY | HP password issue |
| [#LTS00132387](https://linksys.happyfox.com/staff/ticket/132387/) | 2026-06-05 | 2.8 | INBOUND | MX4200 | SETUP | 5-press reset |
| [#LTS00132402](https://linksys.happyfox.com/staff/ticket/132402/) | 2026-06-05 | 1.5 | INBOUND | WHW03 | SETUP | Declared defective |
| [#LTS00132445](https://linksys.happyfox.com/staff/ticket/132445/) | 2026-06-05 | 2.8 | INBOUND | WHW03 | SETUP | Email steps promised |
| [#GI00132463](https://linksys.happyfox.com/staff/ticket/132463/) | 2026-06-05 | 1.8 | INBOUND | LN1600 | GENERAL INQUIRY | Replacement suggested |