# jane.reambonanza@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 | | --- | --- | --- | --- | --- | --- | | 10 | 29m 3s | EA9500 | CONNECTIVITY | 6 | 1 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 1.80 | 10 | | Protocol | 1.40 | 10 | | Communication | 1.90 | 10 | | Overall | 1.70 | 10 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | OTHER | 1 | 76m 6s | 1.80 | 2.00 | 2.00 | 2.00 | Outlier: 2.7x weekly median handle time | | EA | 2 | 34m 39s | 2.00 | 1.00 | 1.50 | 2.00 | | | MBE | 1 | 21m 56s | 1.50 | 1.00 | 1.00 | 1.00 | | | MX | 1 | 21m 38s | 1.10 | 1.00 | 1.00 | 2.00 | | **Key Observations** - OTHER is the slowest family at 76m 6s; outlier: 2.7x weekly median handle time. - EA is one of the slowest families at 34m 39s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 5 | 41m 36s | 1.60 | 1.80 | 1.40 | 2.00 | ✓ | | ACCESS | 2 | 11m 30s | 1.50 | 1.00 | 1.00 | 2.00 | ✓ | | SETUP | 2 | 44m 39s | 2.85 | 2.00 | 1.50 | 2.00 | | | GENERAL INQUIRY | 1 | 5m 49s | 1.80 | 5.00 | 1.00 | 2.00 | ✓ | ## Week-over-Week Movement - Collect essential device details (model, serial, warranty) before troubleshooting. - Avoid unauthorized tools and incorrect technical guidance. - Follow standard troubleshooting flows for common issues (e.g., printer connectivity, router access). ## What Went Well 1. **Persistence in complex troubleshooting** > *"Okay, so do you have now, sir, a computer that is connected directly... it does it have internet connection? Yeah, the computer that is wired to the modem. Does it have an internet access?"* [#LTS00131729](https://linksys.happyfox.com/staff/ticket/131729/) You stayed patient with a hearing-impaired customer, methodically verifying connectivity and guiding them through static IP configuration — a strong example of resilience under pressure. 2. **Effective escalation handoff** In #GI00132169, you recognized persistent password issues after a Spectrum upgrade and escalated correctly, ensuring the customer received advanced support rather than prolonged frustration. 3. **Clear communication of next steps** In several cases (e.g., #LTS00131757), you scheduled callbacks with specific times and confirmed contact details, reducing ambiguity for customers. --- ## Growth Opportunities 1. **Avoid materially incorrect technical guidance** > *"you need to enter the IP address then forward slash sysinfo.cgi forward slash sysinfo.sysinfo.cgi"* [#GI00131461](https://linksys.happyfox.com/staff/ticket/131461/) **What “good” looks like:** - Verify model compatibility before suggesting commands (e.g., `/sysinfo.cgi` isn’t standard on Velop/MX series). - Use only documented default credentials — never guess or invent passwords like “admin admin.” **Next step:** Cross-reference KB articles for command validity and default logins before engaging customers. 2. **Systematically collect essential device details** > *"Is, is the router is the problem? It’s the nodes but who knows?"* [#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/) **What “good” looks like:** - Always capture **model, serial number, firmware version, and warranty status** within the first 2 minutes of any hardware-related call. - Use the script: “To help me identify the exact device, could you share the model number (e.g., EA9500) and the serial number located on the back label?” **Next step:** Add these fields to your opening spiel and confirm they’re entered into HappyFox before proceeding. --- ## Next Week's Focus - **Start every hardware call with model/serial collection** — treat it like a VIP script. - **Build a “command validity checklist”** for common troubleshooting steps (e.g., sysinfo, MAC cloning) and keep it visible. - **Practice the 5-press recovery flow** for mesh nodes *before* suggesting factory resets — ensure you can explain LED patterns and expected outcomes. - **When escalating, document L2’s planned actions** (e.g., “L2 will verify MAC binding with Spectrum”) to maintain transparency and reduce repeat contacts. --- ## Technical Accuracy - **Improvement**: Provided incorrect default admin password ('admin admin') and unsupported sysinfo URL (/sysinfo.cgi) for Velop/MX series. [#GI00131461](https://linksys.happyfox.com/staff/ticket/131461/) - **Improvement**: Failed to collect product model, serial number, or warranty status before providing device-specific guidance. [#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/) - **Improvement**: Used unauthorized remote-support platform (Zoho) instead of approved Linksys tools. [#LTS00131729](https://linksys.happyfox.com/staff/ticket/131729/) - **Improvement**: Provided factually incorrect warranty extension information without proof of purchase. [#LTS00131757](https://linksys.happyfox.com/staff/ticket/131757/) - **Improvement**: Incorrectly declared device end-of-life and suggested purchasing MX2000 without troubleshooting VPN/camera issue. [#LTS00131067](https://linksys.happyfox.com/staff/ticket/131067/) --- ## Escalation Lessons: What L2 Did ### [#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/) — Resolved by Level 2 - **What L1 saw:** After a Spectrum upgrade, half the customer’s devices (iPad, TV, Ring cameras) rejected the Wi‑Fi password while others connected successfully. Nodes appeared as a guest network. - **Why it escalated:** L1 initiated paid support prematurely, provided incorrect URLs (`myrouter.com`), and failed to collect model/serial/firmware details, leaving root cause unidentified. - **Related call chain:** This was the **third contact** in three days — L1 closed the prior two calls as “abandoned” after incomplete troubleshooting, forcing the customer to restart the process. - **What L2 did:** L2 identified the issue as **Spectrum-imposed MAC binding** after verifying the customer’s ISP and router model. They guided the customer to register the router’s MAC with Spectrum, avoiding a costly replacement. - **Current state:** Resolved via ISP coordination; no hardware replacement needed. - **L1 learning points:** 1. **Collect model/serial/firmware upfront** — it unlocks ISP-specific workarounds. 2. **Avoid “guest network” assumptions** — verify SSID visibility and password matching first. 3. **Document partial successes** (e.g., “Samsung TV connects”) to isolate device-specific issues. ### [#TE00132294](https://linksys.happyfox.com/staff/ticket/132294/) — Resolved by Level 2 - **What L1 saw:** Customer couldn’t print to an HP OfficeJet Pro 8030e connected to a new MX4200 router. L1 used an unauthorized remote tool (Zoho) and gave fragmented instructions. - **Why it escalated:** L1 failed to confirm basic connectivity (e.g., printer IP, router LAN status) and misrepresented Linksys’ printer-support scope, leading the customer to declare intent to return the router. - **Related call chain:** This was a **follow-up** to an earlier closed case where L1 had incorrectly declared the router “end-of-life.” - **What L2 did:** L2 performed a **structured printer-setup flow**: verified LAN cable, confirmed router’s DHCP assignment, and guided the customer through HP’s embedded web server to enable Wi‑Fi printing. - **Current state:** Printer now prints; router retained. - **L1 learning points:** 1. **Confirm printer-network compatibility** — HP OfficeJet Pro 8030e requires either Wi‑Fi Direct *or* LAN, not both simultaneously. 2. **Use Linksys-approved remote tools only** — Zoho violates security policy. 3. **Clarify Linksys’ support boundaries** — we support the router, not third-party peripherals, but can guide basic connectivity. --- ## Coach Appendix *Internal use only — not shared with agent.* - **Highest-signal trend:** Consistent omission of **model/serial/warranty data** before technical guidance, leading to incorrect instructions and escalations. - **Recurring pattern:** Use of **non-standard tools** (Zoho, custom URLs) and **invented credentials** — mitigate by strict adherence to KB validation steps before command issuance. - **Escalation trigger:** L1 closing cases with “abandoned” status after partial troubleshooting, creating repeat contacts. Focus on documenting *next actionable steps* even if unresolved. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#GI00131461](https://linksys.happyfox.com/staff/ticket/131461/) | 2026-06-01 | 1.4 | OUTBOUND | | ACCESS | Abandoned or vague | | [#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/) | 2026-06-01 | 1.6 | INBOUND | | ACCESS | Abandoned or vague | | [#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/) | 2026-06-01 | 1.5 | INBOUND | | CONNECTIVITY | Escalated correctly | | [#GI00132169](https://linksys.happyfox.com/staff/ticket/132169/) | 2026-06-02 | 1.8 | OUTBOUND | | CONNECTIVITY | Abandoned or vague | | [#LTS00131757](https://linksys.happyfox.com/staff/ticket/131757/) | 2026-06-02 | 1.5 | INBOUND | MBE7000 | CONNECTIVITY | Callback or followup set | | [#LTS00131729](https://linksys.happyfox.com/staff/ticket/131729/) | 2026-06-02 | 1.8 | INBOUND | | GENERAL INQUIRY | Callback or followup set | | [#LTS00131729](https://linksys.happyfox.com/staff/ticket/131729/) | 2026-06-02 | 2.8 | OUTBOUND | EA9500 | SETUP | Closed correctly | | [#LTS00131067](https://linksys.happyfox.com/staff/ticket/131067/) | 2026-06-03 | 1.2 | INBOUND | EA8300 | CONNECTIVITY | Abandoned or vague | | [#LTS00131729](https://linksys.happyfox.com/staff/ticket/131729/) | 2026-06-04 | 2.3 | INBOUND | | ACCESS | Callback or followup set | | [#TE00132294](https://linksys.happyfox.com/staff/ticket/132294/) | 2026-06-05 | 1.1 | OUTBOUND | MX4200 | CONNECTIVITY | Abandoned or vague |