# girlyjoy.pocot@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 | | --- | --- | --- | --- | --- | --- | | 31 | 11m 55s | WHW03 | SETUP | 31 | 2 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.30 | 31 | | Protocol | 1.70 | 31 | | Communication | 2.40 | 31 | | Overall | 2.30 | 31 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | EA | 3 | 24m 23s | 2.27 | 3.00 | 1.33 | 2.33 | Outlier: 2.5x weekly median handle time | | MX | 12 | 16m 35s | 2.53 | 3.42 | 1.67 | 2.33 | Outlier: 1.7x weekly median handle time | | WHW | 8 | 10m 30s | 2.45 | 2.12 | 2.00 | 2.38 | | | MR | 5 | 9m 36s | 2.06 | 2.40 | 1.40 | 2.20 | | | RE | 5 | 9m 32s | 2.26 | 1.20 | 1.40 | 2.20 | | | E | 1 | 8m 16s | 1.30 | 1.00 | 1.00 | 2.00 | | | SPN | 2 | 6m 16s | 2.75 | 2.50 | 1.50 | 2.50 | | **Key Observations** - EA is the slowest family at 24m 23s; outlier: 2.5x weekly median handle time. - MX is the slowest family at 16m 35s; outlier: 1.7x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 13 | 13m 8s | 2.10 | 2.20 | 1.50 | 2.30 | ✓ | | ACCESS | 7 | 10m 17s | 2.20 | 2.40 | 1.60 | 2.40 | ✓ | | CONNECTIVITY | 8 | 12m 28s | 2.50 | 2.80 | 1.90 | 2.60 | | | CONFIGURATION | 1 | 9m 38s | 2.80 | 5.00 | 2.00 | 2.00 | | ## Week-over-Week Movement - Improve protocol adherence: Collect model/serial number and verify warranty status in every call. - Correct technical guidance: Ensure reset durations, pairing methods, and URLs align with KB for specific models. - Reduce PCI compliance risks: Never collect full credit card details over unsecured phone lines. - Enhance troubleshooting: Provide accurate, model-specific guidance and verify resolution before ending calls. ## What Went Well 1. **Accurate Model-Specific Guidance for Cognitive Mesh** > *"For WHW03, hold the reset button for 10 seconds until the LED turns solid purple, then pair using the 5-press method on the parent node."* [#LTS00132077](https://linksys.happyfox.com/staff/ticket/132077/) 2. **Persistence and Adaptability Leading to Resolution** > *"Switched to Microsoft Edge after Chrome failed, cleared cache, and retested the direct URL—customer regained access to the admin UI."* [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/) --- ## Growth Opportunities 1. **Incorrect Technical Guidance on Reset Procedures** > *"For RE6300, press and hold the reset button for 30 seconds."* *(Correct duration: 10 seconds)* [#LTS00132224](https://linksys.happyfox.com/staff/ticket/132224/) **Next Step**: Always verify reset durations against KB before instructing customers. Use 10 seconds for RE6300/SPNM series. 2. **Failure to Collect Essential Device Details** > *"Proceeded with troubleshooting without confirming the model or serial number."* [#LTS00131694](https://linksys.happyfox.com/staff/ticket/131694/) **Next Step**: Capture model, serial number, and warranty status **in every call** to enable accurate, model-specific support. --- ## Next Week's Focus - **Standardize Device Identification**: Begin every call by confirming model, serial number, and warranty status. - **Validate Reset Durations**: Cross-check KB for reset times before instructing customers (e.g., 10s for RE6300, 15s for E1200). - **Prioritize Protocol Adherence**: Follow documented troubleshooting sequences step-by-step to improve protocol scores. - **Reduce PCI Risks**: Never collect full credit card details over unsecured phone lines. --- ## Technical Accuracy **Improvement** - Provided incorrect default admin password (admin/1234) for E1200 — correct default is admin/admin. [#LTS00127328](https://linksys.happyfox.com/staff/ticket/127328/) **Improvement** - Collected full credit card details (number, expiry, CVV) over unsecured phone line — severe PCI compliance violation. [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) **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. [#LTS00131694](https://linksys.happyfox.com/staff/ticket/131694/) **Improvement** - Incorrectly stated that Linksys Smart Wi-Fi website is discontinued and email/password login is no longer possible. [#LTS00131863](https://linksys.happyfox.com/staff/ticket/131863/) **Improvement** - Incorrect reset duration (30 seconds instead of 10 seconds) for RE6300 extender. [#LTS00132224](https://linksys.happyfox.com/staff/ticket/132224/) **Strength** - Provided the exact KB-recommended direct UI URL workaround for MX8500 admin access issue, leading to resolution. [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/) **Improvement** - Provided incorrect URL 'myrouter.loco' instead of myrouter.local or [REDACTED_PHONE], causing customer confusion. [#LTS00132415](https://linksys.happyfox.com/staff/ticket/132415/) --- ## Escalation Lessons: What L2 Did ### [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) — Resolved by Level 2 - **What L1 Saw**: Customer reset EA8300, couldn’t access admin page or Wi-Fi (orange LED). L1 provided conflicting reset instructions, collected credit card details insecurely, and escalated after failed troubleshooting. - **Why It Escalated**: L1 gave incorrect URLs (myrouter.info, linxys02812.com), assumed Ethernet port existed despite USB-only connectivity, and failed to verify basic connectivity. - **What L2 Did**: 1. Confirmed device was out of warranty and offered paid support. 2. Guided customer through factory reset (15s hold), incognito mode, and direct URL access. 3. Validated resolution by confirming solid blue LED and admin page access. - **Current State**: Resolved. - **L1 Learning Points**: 1. **Verify model and ports** before troubleshooting (EA8300 lacks Ethernet). 2. **Use correct URLs** (myrouter.local or [REDACTED_PHONE]). 3. **Never collect payment details** over unsecured lines. ### [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/) — Resolved by Level 2 - **What L1 Saw**: MX8500 customer saw blue screen on smartgateway.com, couldn’t access admin UI. L1 provided incorrect URL (myrouter.cal) and failed to collect serial number. - **Why It Escalated**: L1 didn’t attempt standard recovery steps (factory reset, cache clear) and gave invalid domain. - **What L2 Did**: 1. Instructed power-cycle of modem/router. 2. Provided direct URL workaround ([REDACTED_PHONE]/ui/local/dynamic/index.html). 3. Guided customer through Microsoft Edge incognito mode, which succeeded. - **Current State**: Resolved. - **L1 Learning Points**: 1. **Always attempt factory reset** before escalating complex UI issues. 2. **Use model-specific URLs** (MX series: [REDACTED_PHONE]/ui/local/dynamic/index.html). 3. **Capture serial number** early to enable warranty checks and accurate guidance. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00127328](https://linksys.happyfox.com/staff/ticket/127328/) | 2026-06-01 | 1.3 | INBOUND | E1200 | ACCESS | Abandoned or vague | | [#LTS00131479](https://linksys.happyfox.com/staff/ticket/131479/) | 2026-06-01 | 2.8 | INBOUND | MX5500 | CONNECTIVITY | Closed with self-help | | [#LTS00131635](https://linksys.happyfox.com/staff/ticket/131635/) | 2026-06-01 | 2.8 | INBOUND | MR7500 | CONNECTIVITY | Callback set | | [#LTS00131636](https://linksys.happyfox.com/staff/ticket/131636/) | 2026-06-01 | 2.8 | INBOUND | SPNM60TB | ACCESS | Closed with self-help | | [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) | 2026-06-01 | 1.8 | INBOUND | EA8300 | SETUP | Callback or followup set | | [#LTS00104206](https://linksys.happyfox.com/staff/ticket/104206/) | 2026-06-01 | 1.8 | INBOUND | MX4200 | SETUP | Abandoned or vague | | [#LTS00132316](https://linksys.happyfox.com/staff/ticket/132316/) | 2026-06-01 | 1.8 | INBOUND | MX8500 | ACCESS | Pending resolution | | [#LTS00131694](https://linksys.happyfox.com/staff/ticket/131694/) | 2026-06-01 | 1.4 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00131699](https://linksys.happyfox.com/staff/ticket/131699/) | 2026-06-01 | 2.8 | INBOUND | EA7300 | SETUP | Closed with self-help | | [#LTS00131670](https://linksys.happyfox.com/staff/ticket/131670/) | 2026-06-01 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131850](https://linksys.happyfox.com/staff/ticket/131850/) | 2026-06-02 | 1.3 | INBOUND | MR75MS | SETUP | Abandoned or vague | | [#LTS00131859](https://linksys.happyfox.com/staff/ticket/131859/) | 2026-06-02 | 3.1 | INBOUND | MX2000 | CONNECTIVITY | Closed with self-help | | [#LTS00131863](https://linksys.happyfox.com/staff/ticket/131863/) | 2026-06-02 | 1.4 | INBOUND | WHW03 | ACCESS | Abandoned or vague | | [#LTS00131876](https://linksys.happyfox.com/staff/ticket/131876/) | 2026-06-02 | 2.8 | INBOUND | MR7350 | CONNECTIVITY | Closed with self-help | | [#LTS00131889](https://linksys.happyfox.com/staff/ticket/131889/) | 2026-06-02 | 1.8 | INBOUND | MR8300 | ACCESS | Abandoned or vague | | [#LTS00131907](https://linksys.happyfox.com/staff/ticket/131907/) | 2026-06-02 | 2.8 | INBOUND | RE6300 | SETUP | Closed with self-help | |