# gerlie.miguello@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 |
| --- | --- | --- | --- | --- | --- |
| 30 | 26m 43s | MX4200 | SETUP | 30 | 5 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.10 | 30 |
| Protocol | 2.00 | 30 |
| Communication | 2.40 | 30 |
| Overall | 2.40 | 30 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| E | 1 | 54m 10s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 2.1x weekly median handle time |
| OTHER | 1 | 47m 17s | 2.80 | 3.00 | 2.00 | 3.00 | Outlier: 1.8x weekly median handle time |
| MX | 11 | 41m 19s | 2.39 | 1.91 | 1.73 | 2.18 | Outlier: 1.6x weekly median handle time |
| SPN | 11 | 26m 20s | 2.37 | 2.09 | 1.91 | 2.18 |  |
| WHW | 7 | 19m 7s | 2.57 | 2.14 | 2.43 | 2.57 |  |
| EA | 2 | 14m 27s | 2.50 | 2.50 | 1.50 | 2.50 |  |
| MR | 1 | 6m 8s | 4.00 | 5.00 | 2.00 | 2.00 |  |

**Key Observations**
- E is the slowest family at 54m 10s; outlier: 2.1x weekly median handle time.
- OTHER is the slowest family at 47m 17s; outlier: 1.8x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| SETUP | 10 | 40m 0s | 2.20 | 2.00 | 2.00 | 2.30 | ✓ |
| ACCESS | 8 | 20m 0s | 2.20 | 1.80 | 1.90 | 2.30 | ✓ |
| CONNECTIVITY | 9 | 30m 0s | 2.50 | 2.30 | 2.10 | 2.40 |  |
| CONFIGURATION | 1 | 21m 57s | 2.00 | 2.00 | 2.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Improve accuracy in technical guidance and adherence to KB
- Enhance protocol adherence, especially model/serial verification
- Reduce incorrect LED and pairing method guidance

## What Went Well

1. **Persistence in complex mesh troubleshooting**  
   > “I hope this email finds you well. I am reaching out to request a copy of the proof of purchase for the router, along with a clear picture of its serial number. These details are necessary for [warranty verification/support purposes/any specific reason]. Please provide the following: A copy of the receipt or invoice for the router. A photo showing the serial number on the device.”  
   [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/)  

   *You methodically collected prerequisites and escalated appropriately when technical thresholds were met.*

2. **Empathetic customer engagement**  
   > “I understand this has been frustrating. Let’s work through this step-by-step together.”  
   [#LTS00132395](https://linksys.happyfox.com/staff/ticket/132395/)  

   *Your calm, patient tone helped de-escalate a password-reset situation and maintained trust.*

---

## Growth Opportunities

1. **Technical accuracy in guidance**  
   > “The Linksys Smart Wi‑Fi portal is no longer accessible – you’ll need to use the local IP address.”  
   [#LTS00131563](https://linksys.happyfox.com/staff/ticket/131563/)  

   **Next step:** Always verify URLs against KB before stating they’re deprecated. For login issues, confirm network connectivity first, then guide through `myrouter.local` or `[REDACTED_PHONE]`.

2. **Protocol adherence for device identification**  
   > *(No model/serial collected during call)*  
   [#LTS00131563](https://linksys.happyfox.com/staff/ticket/131563/)  

   **Next step:** Start every call by confirming product model and serial number. This enables accurate troubleshooting and warranty checks.

---

## Next Week's Focus

- **Verify model/serial** before any troubleshooting step – this prevents misdirected guidance.  
- **Use 5-press pairing only for supported models** (LN/MBE/Cognitive Mesh); for MX/Velop use UI or app add-node flow.  
- **Avoid stating URLs are deprecated** without KB validation – direct customers to `myrouter.local` or provided IPs.  
- **Document LED states correctly** (e.g., solid blue = connected, blinking red = pairing) to prevent confusion.  

---

## Technical Accuracy

**Improvement**  
> *Agent provided incorrect information about the accessibility of linksyssmartwifi.com, directly contradicting KB guidance.*  
[#LTS00131563](https://linksys.happyfox.com/staff/ticket/131563/)  

**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.
[#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/)  

**Improvement**  
> *Agent provided an incorrect and potentially unsafe URL, which is a critical accuracy failure.*  
[#LTS00073635](https://linksys.happyfox.com/staff/ticket/73635/)  

**Strength**  
> *Agent demonstrated strong protocol adherence by accurately collecting customer details.*  
[#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/)  

**Improvement**  
> *Agent incorrectly stated that the Linksys app is not compatible with SPNMX56, which is inaccurate per KB.*  
[#LTS00131807](https://linksys.happyfox.com/staff/ticket/131807/)  

---

## Coaching Moments

**Improvement**  
> “Have you already performed resetting the routers?”  
> *Note:* Failed to follow standard protocol – no device identification, no connectivity verification, and no troubleshooting flow for web UI access provided.  
[#LTS00131563](https://linksys.happyfox.com/staff/ticket/131563/)  

**Improvement**  
> “The page doesn't load, so it just stays blue or white on the screen.”  
> *Note:* Did not suggest standard web UI troubleshooting steps (e.g., `myrouter.local`, cache clearing, incognito mode).  
[#LTS00131575](https://linksys.happyfox.com/staff/ticket/131575/)  

---

## Escalation Lessons: What L2 Did

### [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) — Resolved by Level 2

- **What L1 saw:** MX8500 mesh parent node; child node lost connection, LED flashing red.  
- **Why it escalated:** L1 incorrectly claimed device was OOW and provided invalid pairing method.  
- **What L2 did:**  
  - Confirmed nodes were within warranty.  
  - Guided customer through correct 15-second hard reset and 5-press pairing (valid for MX8500).  
  - Verified UI access via `myrouter.local` and re-added child nodes.  
- **L1 learning points:**  
  1. Always verify warranty status before stating OOW.  
  2. Use model-specific pairing methods – 5-press is valid for MX8500.  
  3. Confirm LED states match KB (red = disconnected, blue = connected).  

### [#TE00132021](https://linksys.happyfox.com/staff/ticket/132021/) — Resolved by Level 2

- **What L1 saw:** MX4200 losing internet after ISP change; nodes red/blinking.  
- **Why it escalated:** L1 missed WAN/modem verification and provided incorrect DNS advice.  
- **What L2 did:**  
  - Confirmed modem was online via direct PC test.  
  - Reconfigured parent node WAN settings to match new ISP.  
  - Guided customer through node re-addition via UI.  
- **L1 learning points:**  
  1. Always test WAN connectivity directly before troubleshooting mesh.  
  2. Avoid changing DNS settings unless explicitly required.  
  3. Use model-specific add-node flows (UI for MX series).  

---

## Coach Appendix

*Highest-signal trend:* **Inconsistent model verification** leads to misapplied troubleshooting (e.g., incorrect pairing methods, LED interpretations). Focus on capturing serial numbers and cross-referencing KB before proceeding.  

---

## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00131563](https://linksys.happyfox.com/staff/ticket/131563/) | 2026-06-01 | 1.4 | INBOUND | SPNMX57CF | ACCESS | Callback set |
| [#LTS00131575](https://linksys.happyfox.com/staff/ticket/131575/) | 2026-06-01 | 3.0 | INBOUND | SPNMX42GC | ACCESS | Pending |
| [#LTS00131580](https://linksys.happyfox.com/staff/ticket/131580/) | 2026-06-01 | 3.0 | INBOUND | WHW01 | CONNECTIVITY | Closed with self-help |
| [#LTS00131605](https://linksys.happyfox.com/staff/ticket/131605/) | 2026-06-01 | 3.0 | INBOUND | EA6350 | CONNECTIVITY | Closed with self-help |
| [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) | 2026-06-01 | 2.8 | INBOUND | MX8500 | CONNECTIVITY | Closed correctly |
| [#LTS00121812](https://linksys.happyfox.com/staff/ticket/121812/) | 2026-06-01 | 2.8 | INBOUND | MX4200 | SETUP | Closed with self-help |
| [#LTS00131648](https://linksys.happyfox.com/staff/ticket/131648/) | 2026-06-01 | 2.1 | INBOUND | WHW03 | CONNECTIVITY | Pending |
| [#LTS00073635](https://linksys.happyfox.com/staff/ticket/73635/) | 2026-06-02 | 1.8 | INBOUND | E8450 | CONNECTIVITY | Callback set |
| [#LTS00131797](https://linksys.happyfox.com/staff/ticket/131797/) | 2026-06-02 | 2.8 | INBOUND | MX4200 | SETUP | Closed with self-help |
| [#LTS00131801](https://linksys.happyfox.com/staff/ticket/131801/) | 2026-06-02 | 2.8 | INBOUND | WHW0301GC | SETUP | Pending |
| [#LTS00131807](https://linksys.happyfox.com/staff/ticket/131807/) | 2026-06-02 | 2.8 | INBOUND | SPNMX56CF | ACCESS | Closed with self-help |
| [#LTS00131837](https://linksys.happyfox.com/staff/ticket/131837/) | 2026-06-02 | 2.8 | INBOUND | A0303 | CONNECTIVITY | Closed with self-help |
| [#LTS00132021](https://linksys.happyfox.com/staff/ticket/132021/) | 2026-06-02 | 2.8 | INBOUND | MX4200 | SETUP | Escalated |
| [#TE00132003](https://linksys.happyfox.com/staff/ticket/132003/) | 2026-06-03 | 2.1 | INBOUND | SPNM60CF | SETUP | Escalated |
| [#LTS00132204](https://linksys.happyfox.com/staff/ticket/132204/) | 2026-06-04 | 1.8 | INBOUND | SPNMX55GC | ACCESS | Pending |
| [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/) | 2026-06-05 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | Escalated |
| [#LTS00132271](https://linksys.happyfox.com/staff/ticket/132271/) | 2026-06-05 | 2.9 | INBOUND | MX6200 | CONNECTIVITY | Closed correctly |
| [#LTS00132377](https://linksys.happyfox.com/staff/ticket/132377/) | 2026-06-05 | 1.1 | INBOUND | MX4200 | SETUP | Abandoned |
| [#LTS00132382](https://linksys.happyfox.com/staff/ticket/132382/) | 2026-06-05 | 2.8 | INBOUND | SPNMX56CF | SETUP | Closed with self-help |
| [#LTS00132385](https://linksys.happyfox.com/staff/ticket/132385/) | 2026-06-05 | 2.8 | INBOUND | WHW0301GC | ACCESS | Pending |
| [#LTS00132387](https://linksys.happyfox.com/staff/ticket/132387/) | 2026-06-05 | 2.8 | INBOUND | MX4200 | SETUP | Closed with self-help |
| [#LTS00132395](https://linksys.happyfox.com/staff/ticket/132395/) | 2026-06-05 | 4.0 | OUTBOUND | MR6350 | SETUP | Closed correctly |
| [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/) | 2026-06-05 | 1.5 | INBOUND | MX6200 | CONNECTIVITY | Escalated |
| [#LTS00132404](https://linksys.happyfox.com/staff/ticket/132404/) | 2026-06-05 | 3.0 | INBOUND | SPNM60TB | SETUP | Closed with self-help |
| [#LTS00132407](https://linksys.happyfox.com/staff/ticket/132407/) | 2026-06-05 | 2.8 | INBOUND | WHW01 | ACCESS | Closed with self-help |