# 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 1. **Accurate technical guidance for mesh node pairing** > Provided accurate, model-specific pairing instructions consistent with Linksys KB. [#LTS00132139](https://linksys.happyfox.com/staff/ticket/132139/) 2. **Polite and professional communication** > Maintained a polite and patient tone despite customer confusion and interruptions. [#LTS00131747](https://linksys.happyfox.com/staff/ticket/131747/) [#LTS00132139](https://linksys.happyfox.com/staff/ticket/132139/) --- ### Growth Opportunities 1. **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](https://linksys.happyfox.com/staff/ticket/131747/) 2. **Premature paid support offers without troubleshooting** > Offered paid support before exhausting free self-help options (e.g., KB articles, email follow-up). [#LTS00131739](https://linksys.happyfox.com/staff/ticket/131739/) --- ### 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](https://linksys.happyfox.com/staff/ticket/131747/) - **Improvement** > Falsely claimed linksyssmartwifi.com is discontinued, contradicting KB guidance. [#LTS00131949](https://linksys.happyfox.com/staff/ticket/131949/) - **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](https://linksys.happyfox.com/staff/ticket/132333/) - **Strength** > Successfully guided customer to restore mesh node functionality with solid white confirmation. [#LTS00131957](https://linksys.happyfox.com/staff/ticket/131957/) - **Strength** > Provided accurate, model-specific pairing instructions for MX6200/Pro 6E devices. [#LTS00132139](https://linksys.happyfox.com/staff/ticket/132139/) --- ### Coaching Moments - **Strength** > Maintained a polite and patient tone despite customer confusion and interruptions. [#LTS00131747](https://linksys.happyfox.com/staff/ticket/131747/) [#LTS00132139](https://linksys.happyfox.com/staff/ticket/132139/) --- ### 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](https://linksys.happyfox.com/staff/ticket/131707/) | 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](https://linksys.happyfox.com/staff/ticket/131739/) | 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](https://linksys.happyfox.com/staff/ticket/131747/) | 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](https://linksys.happyfox.com/staff/ticket/131760/) | 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](https://linksys.happyfox.com/staff/ticket/131919/) | 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](https://linksys.happyfox.com/staff/ticket/131926/) | 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](https://linksys.happyfox.com/staff/ticket/131940/) | 2026-06-02 22:52:33+00:00 | 1.8 | INBOUND | | GENERAL INQUIRY | No resolution; no next steps provided. | | [#GI00131940](https://linksys.happyfox.com/staff/ticket/131940/) | 2026-06-02 22:58:51+00:00 | 1.7 | INBOUND | | ACCESS | None – call ended without guidance. | | [#LTS00131949](https://linksys.happyfox.com/staff/ticket/131949/) | 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](https://linksys.happyfox.com/staff/ticket/131957/) | 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](https://linksys.happyfox.com/staff/ticket/131293/) | 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](https://linksys.happyfox.com/staff/ticket/132137/) | 2026-06-03 22:47:11+00:00 | 2.0 | INBOUND | | GENERAL INQUIRY | Advised customer to call Belkin support at 800-223-5546. | | [#LTS00132139](https://linksys.happyfox.com/staff/ticket/132139/) | 2026-06-03 22:52:59+00:00 | 4.5 | INBOUND | MX6200 | SETUP | Both child nodes are now paired and operational; case closed. | | [#LTS00132108](https://linksys.happyfox.com/staff/ticket/132108/) | 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](https://linksys.happyfox.com/staff/ticket/132143/) | 2026-06-03 23:11:40+00:00 | 1.8 | INBOUND | MR5500 | CONNECTIVITY | None; call ended without engagement or plan. | | [#GI00132142](https://linksys.happyfox.com/staff/ticket/132142/) | 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](https://linksys.happyfox.com/staff/ticket/132143/) | 2026-06-03 23:21:31+00:00 | 2.8 | INBOUND | MR5500 | CONNECTIVITY | Offered to email self‑help instructions; no technical fix applied. | | [#LTS00132108](https://linksys.happyfox.com/staff/ticket/132108/) | 2026-06-03 23:35:36+00:00 | 1.0 | INBOUND | MR8300 | CONFIGURATION | None – call ended without assistance. | | [#LTS00132108](https://linksys.happyfox.com/staff/ticket/132108/) | 2026-06-03 23:41:48+00:00 | 1.8 | INBOUND | MR8300 | CONFIGURATION | Call ended without resolution. | | [#LTS00132321](https://linksys.happyfox.com/staff/ticket/132321/) | 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](https://linksys.happyfox.com/staff/ticket/132333/) | 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](https://linksys.happyfox.com/staff/ticket/132335/) | 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](https://linksys.happyfox.com/staff/ticket/132340/) | 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. |