dorothybelle.oraiz@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
20	17m 13s	MR8300	SETUP	19	—

Scorecard

Dimension	This Week	Calls Reviewed
Accuracy	2.90	20
Protocol	1.70	20
Communication	2.20	20
Overall	2.20	20

Where Time Goes

Product Families

Family	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Note
WHW	2	37m 56s	2.80	1.50	2.00	2.50	Outlier: 3.5x weekly median handle time
MX	4	34m 15s	3.22	3.75	2.75	2.50	Outlier: 3.2x weekly median handle time
LN	1	19m 52s	2.60	2.00	1.00	2.00	Outlier: 1.9x weekly median handle time
EA	3	10m 43s	1.73	2.00	1.67	2.33
MR	6	8m 30s	2.08	3.67	1.33	2.00
OTHER	1	7m 27s	1.10	1.00	1.00	2.00
E	1	5m 1s	2.20	5.00	2.00	2.00

Key Observations

WHW is the slowest family at 37m 56s; outlier: 3.5x weekly median handle time.
MX is the slowest family at 34m 15s; outlier: 3.2x weekly median handle time.

Problem Categories

Category	Calls	Avg Handle Time	Avg Overall	Avg Accuracy	Avg Protocol	Avg Communication	Focus Area?
SETUP	8	18m 7s	2.20	2.90	1.60	2.10	✓
CONNECTIVITY	5	17m 10s	2.20	2.80	1.80	2.40	✓
ACCESS	3	11m 29s	1.40	2.30	1.30	2.00	✓
GENERAL INQUIRY	2	4m 19s	1.90	5.00	1.50	2.50	✓
CONFIGURATION	2	7m 44s	2.20	3.00	1.00	2.00	✓

Week-over-Week Movement

Improve protocol adherence and technical accuracy in setup and access calls.
Reduce premature paid support offers without troubleshooting.
Enhance documentation of case numbers and serial numbers.

What Went Well

Accurate technical guidance for mesh node pairing

> Provided accurate, model-specific pairing instructions consistent with Linksys KB.

#LTS00132139

Polite and professional communication

> Maintained a polite and patient tone despite customer confusion and interruptions.

#LTS00131747

#LTS00132139

Growth Opportunities

Incorrect technical guidance and protocol omissions

> Provided wrong reset time (20 seconds instead of ~10 seconds) at [16:00]. Did not record a case number or serial number.

#LTS00131747

Premature paid support offers without troubleshooting

> Offered paid support before exhausting free self-help options (e.g., KB articles, email follow-up).

#LTS00131739

Next Week's Focus

Verify product model and serial number at the start of every call to ensure accurate troubleshooting and documentation.
Avoid premature paid support offers; exhaust free self-help options first, such as KB articles and email follow-up.
Practice efficient call flow by minimizing hold times and repeated information requests.
Improve documentation by always creating a HappyFox case number and recording essential device details.

Technical Accuracy

Improvement

> Provided wrong reset time (20 seconds instead of ~10 seconds) for WHW03 Velop device, risking hardware confusion.

#LTS00131747

Improvement

> Falsely claimed linksyssmartwifi.com is discontinued, contradicting KB guidance.

#LTS00131949

Improvement

> Incorrectly stated that Wi-Fi 7 devices must be purchased in a three-pack and that old nodes lose app access when connected to a Wi-Fi 7 main node.

#LTS00132333

Strength

> Successfully guided customer to restore mesh node functionality with solid white confirmation.

#LTS00131957

Strength

> Provided accurate, model-specific pairing instructions for MX6200/Pro 6E devices.

#LTS00132139

Coaching Moments

Strength

> Maintained a polite and patient tone despite customer confusion and interruptions.

#LTS00131747

#LTS00132139

Escalation Lessons: What L2 Did

No escalation learning cases were present this week.

Coach Appendix

Highest-signal weekly trend: SETUP and CONNECTIVITY calls dominate handle time and show lower protocol adherence. Focus on improving diagnostic efficiency and documentation for these categories.
Recurring technical pattern: Incorrect reset durations and premature paid support offers. Review KB for correct reset times and practice self-help exhaustion before offering paid support.

This Week's Calls

Case	Date	Score	Direction	Product	Category	Outcome
#LTS00131707	2026-06-01 21:56:26+00:00	2.2	INBOUND	E5400	SETUP	Customer needs to acquire and connect a proper ISP modem to the router's WAN port.
#LTS00131739	2026-06-02 00:20:08+00:00	2.8	INBOUND	MX8500	CONNECTIVITY	Advised customer to monitor performance; no confirmed fix. Next step: Verify WAN speed via modem-direct test.
#LTS00131747	2026-06-02 01:52:06+00:00	2.8	INBOUND	WHW03	SETUP	Wi-Fi network re-established; customer can now use the mesh system.
#LTS00131760	2026-06-02 02:54:55+00:00	1.1	INBOUND	VLP01	SETUP	Suggested watching a YouTube tutorial; no concrete steps, validation, or follow-up provided.
#LTS00131919	2026-06-02 21:17:44+00:00	2.8	INBOUND	MX6200	SETUP	Agent will arrange a follow‑up assistance session (via the provided case number) to perform the node‑addition procedure.
#GI00131926	2026-06-02 21:50:29+00:00	1.3	INBOUND		ACCESS	No valid resolution provided; customer remains unable to reset cloud account password.
#GI00131940	2026-06-02 22:52:33+00:00	1.8	INBOUND		GENERAL INQUIRY	No resolution; no next steps provided.
#GI00131940	2026-06-02 22:58:51+00:00	1.7	INBOUND		ACCESS	None – call ended without guidance.
#LTS00131949	2026-06-02 23:32:50+00:00	1.6	INBOUND	EA7300	ACCESS	Agent will email the customer detailed local‑access instructions; no immediate fix was achieved.
#LTS00131957	2026-06-03 00:22:53+00:00	2.8	INBOUND	MX6200	SETUP	Node paired successfully; customer confirmed solid white; advised to place node in final location.
#LTS00131293	2026-06-03 22:25:05+00:00	2.6	INBOUND	LN1200	CONNECTIVITY	Node re-joined mesh; customer advised to relocate and monitor. No follow-up scheduled despite mobility limitation and unresolved Wi-Fi name confirmation.
#GI00132137	2026-06-03 22:47:11+00:00	2.0	INBOUND		GENERAL INQUIRY	Advised customer to call Belkin support at 800-223-5546.
#LTS00132139	2026-06-03 22:52:59+00:00	4.5	INBOUND	MX6200	SETUP	Both child nodes are now paired and operational; case closed.
#LTS00132108	2026-06-03 23:03:33+00:00	2.2	INBOUND	MR8300	CONFIGURATION	Agent will email an alternate URL for router access; no confirmation of fix or follow-up timeframe provided.
#LTS00132143	2026-06-03 23:11:40+00:00	1.8	INBOUND	MR5500	CONNECTIVITY	None; call ended without engagement or plan.
#GI00132142	2026-06-03 23:19:13+00:00	1.8	INBOUND		SETUP	Customer will test modem connection, perform a factory reset, and reinstall the mesh via the app. No confirmation mechanism or follow-up was established.
#LTS00132143	2026-06-03 23:21:31+00:00	2.8	INBOUND	MR5500	CONNECTIVITY	Offered to email self‑help instructions; no technical fix applied.
#LTS00132108	2026-06-03 23:35:36+00:00	1.0	INBOUND	MR8300	CONFIGURATION	None – call ended without assistance.
#LTS00132108	2026-06-03 23:41:48+00:00	1.8	INBOUND	MR8300	CONFIGURATION	Call ended without resolution.
#LTS00132321	2026-06-04 21:26:54+00:00	2.9	INBOUND	MR6350	SETUP	Email sent with factory-reset instructions; customer to perform reset and reconfigure independently.
#LTS00132333	2026-06-04 22:46:32+00:00	2.8	INBOUND	WHW03	CONNECTIVITY	Customer to evaluate purchasing new nodes or a newer mesh system; no immediate fix applied.
#LTS00132335	2026-06-04 23:19:37+00:00	2.2	INBOUND	EA8300	CONNECTIVITY	Send factory-reset instructions to customer's email; customer to perform reset and reconfigure.
#LTS00132340	2026-06-04 23:35:39+00:00	1.4	INBOUND	EA8300	SETUP	Agent will email instructions for changing Wi-Fi credentials; no immediate resolution provided during the call.