# jeraldjun.villanubos@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 | | --- | --- | --- | --- | --- | --- | | 37 | 23m 23s | MX4200 | CONNECTIVITY | 37 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.20 | 37 | | Protocol | 1.60 | 37 | | Communication | 2.10 | 37 | | Overall | 2.00 | 37 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 11 | 36m 8s | 2.12 | 1.55 | 1.64 | 2.18 | Outlier: 2.1x weekly median handle time | | MR | 8 | 34m 11s | 2.10 | 2.50 | 1.50 | 2.25 | Outlier: 2.0x weekly median handle time | | E | 2 | 27m 14s | 2.10 | 2.50 | 2.00 | 1.50 | Outlier: 1.6x weekly median handle time | | EA | 15 | 18m 59s | 1.95 | 2.33 | 1.20 | 1.87 | | | SPN | 1 | 17m 13s | 2.80 | 2.00 | 2.00 | 2.00 | | | RE | 2 | 12m 41s | 1.75 | 1.50 | 2.00 | 2.50 | | | LN | 1 | 11m 4s | 1.80 | 3.00 | 2.00 | 2.00 | | | WHW | 3 | 8m 34s | 2.27 | 3.67 | 2.00 | 2.33 | | | WRT | 1 | 6m 39s | 1.60 | 1.00 | 1.00 | 2.00 | | **Key Observations** - MX is the slowest family at 36m 8s; outlier: 2.1x weekly median handle time. - MR is the slowest family at 34m 11s; outlier: 2.0x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 19 | 26m 46s | 1.90 | 2.10 | 1.60 | 2.10 | ✓ | | ACCESS | 7 | 20m 54s | 1.90 | 2.00 | 1.60 | 2.10 | ✓ | | SETUP | 7 | 23m 34s | 2.10 | 2.60 | 1.70 | 2.10 | | | CONFIGURATION | 4 | 39m 18s | 1.80 | 1.80 | 2.00 | 2.00 | ✓ | ## Week-over-Week Movement - Improve technical accuracy and adherence to KB guidance - Enhance troubleshooting completeness and protocol compliance - Reduce premature paid support offers without proper verification ## What Went Well > **Effective troubleshooting guidance** > Successfully guided customer to use the five-digit recovery key to reset admin password and corrected the WAN cable misconnection, restoring internet. > **[#LTS00131633](https://linksys.happyfox.com/staff/ticket/131633/)** > **Patient and empathetic communication** > Remained patient and empathetic with a nervous, elderly customer experiencing stress. > **[#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/)** --- ### Growth Opportunities > **Technical accuracy and protocol adherence** > Provided incorrect IP address for router login and requested payment before confirming warranty or eligibility, violating support protocol. > **[#LTS00131633](https://linksys.happyfox.com/staff/ticket/131633/)** > **Next Step**: Always verify warranty status before requesting payment and use correct KB-guided IPs for router access. > **Incomplete troubleshooting steps** > Failed to follow structured hardware troubleshooting flow and did not validate LED behavior per model-specific KB. > **[#LTS00095544](https://linksys.happyfox.com/staff/ticket/95544/)** > **Next Step**: Implement a step-by-step hardware diagnostic flow, including LED checks and proper reset procedures. --- ### Next Week's Focus - **Verify warranty status before any payment requests** to ensure compliance and customer trust. - **Use model-specific KB guidance for LED behavior and reset procedures** to improve accuracy. - **Implement structured troubleshooting flows** for hardware issues, ensuring all steps are followed and validated. - **Enhance communication clarity** by avoiding jargon and confirming understanding at each step. --- ### Technical Accuracy **Improvement** Provided incorrect IP address ([REDACTED_PHONE]) for router login, contradicting KB guidance ([REDACTED_PHONE]). **[#LTS00131633](https://linksys.happyfox.com/staff/ticket/131633/)** **Improvement** Used 5-press pairing method (timestamp [35:00]) which is not valid for MR7500 per KB (universal_mesh_full_rebuild.md Section B). Gave conflicting LED guidance: claimed solid purple was expected (timestamp [24:00]), but MR7500 should show flashing red during reset (led_cog_mesh_group_d_spnm60_62.md). **[#LTS00131680](https://linksys.happyfox.com/staff/ticket/131680/)** **Improvement** Falsely stated that the Linksys cloud server is discontinued (02:00) — contradicts current KB and product support status. No factory reset instructions were given despite customer asking 'how do I do that?' (04:00). Correct procedure is 10-second reset button hold per KB. **[#LTS00131877](https://linksys.happyfox.com/staff/ticket/131877/)** **Improvement** Incorrectly stated that EA7430 has no recovery key, which is false per KB. Failed to provide factory-reset instructions, the correct recovery method for admin password issues. **[#LTS00131877](https://linksys.happyfox.com/staff/ticket/131877/)** **Improvement** Agent directed customer to support.lg.com (timestamp 07:00), a non-Linksys, non-functional URL for this issue. No mesh-rebuild steps (reset, 5-press, pair button) were provided despite red LED symptom (timestamp 06:00). **[#LTS00076979](https://linksys.happyfox.com/staff/ticket/76979/)** --- ### Coaching Moments **Strength** > Successfully guided customer to use the five-digit recovery key to reset admin password at [16:00]. Identified and corrected the WAN cable misconnection, restoring internet at [22:00]. **[#LTS00131633](https://linksys.happyfox.com/staff/ticket/131633/)** **Strength** > Remained patient and empathetic with a nervous, elderly customer experiencing stress. **[#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/)** --- ### Escalation Lessons: What L2 Did **No escalation learning available this week.** --- ### Coach Appendix - **Weekly Trend**: Accuracy improved significantly, but handle times increased. Focus on reducing handle times while maintaining accuracy. - **Recurring Patterns**: Premature payment requests and incomplete troubleshooting steps. Need to reinforce warranty verification and structured troubleshooting. - **Evidence**: As outlined in the main report, particularly in the Technical Accuracy and Growth Opportunities sections. --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131633](https://linksys.happyfox.com/staff/ticket/131633/) | 2026-06-01 | 2.80 | INBOUND | MX5500 | ACCESS | ✓ Resolved | | [#LTS00095544](https://linksys.happyfox.com/staff/ticket/95544/) | 2026-06-01 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131642](https://linksys.happyfox.com/staff/ticket/131642/) | 2026-06-01 | 1.80 | INBOUND | LN11011202 | ACCESS | ⏳ Pending | | [#LTS00131670](https://linksys.happyfox.com/staff/ticket/131670/) | 2026-06-01 | 1.80 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00131680](https://linksys.happyfox.com/staff/ticket/131680/) | 2026-06-01 | 1.40 | INBOUND | MR7500 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131727](https://linksys.happyfox.com/staff/ticket/131727/) | 2026-06-01 | 2.20 | INBOUND | EA6100 | CONNECTIVITY | ⏳ Pending | | [#LTS00118051](https://linksys.happyfox.com/staff/ticket/118051/) | 2026-06-01 | 1.80 | INBOUND | EA7200 | CONNECTIVITY | ⏳ Pending | | [#LTS00118051](https://linksys.happyfox.com/staff/ticket/118051/) | 2026-06-02 | 1.10 | INBOUND | EA7200 | CONNECTIVITY | ⏳ Pending | | [#LTS00131865](https://linksys.happyfox.com/staff/ticket/131865/) | 2026-06-02 | 2.80 | INBOUND | SPNMX20CF | CONFIGURATION | ⏳ Pending | | [#LTS00131877](https://linksys.happyfox.com/staff/ticket/131877/) | 2026-06-02 | 1.30 | INBOUND | EA7430 | ACCESS | ⏳ Pending | | [#LTS00131877](https://linksys.happyfox.com/staff/ticket/131877/) | 2026-06-02 | 1.10 | INBOUND | EA7430 | ACCESS | ⏳ Pending | | [#LTS00131885](https://linksys.happyfox.com/staff/ticket/131885/) | 2026-06-02 | 1.80 | INBOUND | EA7450 | CONNECTIVITY | ⏳ Pending | | [#LTS00131901](https://linksys.happyfox.com/staff/ticket/131901/) | 2026-06-02 | 1.30 | INBOUND | EA9300 | ACCESS | ⏳ Pending | | [#LTS00131911](https://linksys.happyfox.com/staff/ticket/131911/) | 2026-06-02 | 2.80 | INBOUND | EA6100 | CONNECTIVITY | ⏳ Pending | | [#LTS00131911](https://linksys.happyfox.com/staff/ticket/131911/) | 2026-06-02 | 2.80 | INBOUND | EA6100 | CONNECTIVITY | ⏳ Pending | | [#LTS00131924](https://linksys.happyfox.com/staff/ticket/131924/) | 2026-06-02 | 1.80 | INBOUND | RE6400 | CONNECTIVITY | ⏳ Pending | | [#LTS00131928](https://linksys.happyfox.com/staff/ticket/131928/) | 2026-06-02 | 2.80 | INBOUND | MX6200 | SETUP | ✓ Likely resolved | | [#LTS00131945](https://linksys.happyfox.com/staff/ticket/131945/) | 2026-06-02 | 2.80 | INBOUND | E7350 | CONNECTIVITY | ⏳ Pending | | [#LTS00131928](https://linksys.happyfox.com/staff/ticket/131928/) | 2026-06-03 | 1.80 | INBOUND | MX6200 | SETUP | ⏳ Pending | | [#LTS00132042](https://linksys.happyfox.com/staff/ticket/132042/) | 2026-06-03 | 1.80 | INBOUND | MR7500 | CONFIGURATION | ⏳ Pending | | [#LTS00132085](https://linksys.happyfox.com/staff/ticket/132085/) | 2026-06-03 | 2.00 | INBOUND | WHW03 | CONNECTIVITY | ⏳ Pending | | [#LTS00132091](https://linksys.happyfox.com/staff/ticket/132091/) | 2026-06-03 | 2.10 | INBOUND | RE7350 | SETUP | ⏳ Pending | | [#LTS00132099](https://linksys.happyfox.com/staff/ticket/132099/) | 2026-06-03 | 1.80 | INBOUND | EA7200 | CONNECTIVITY | ⏳ Pending | | [#LTS00132102](https://linksys.happyfox.com/staff/ticket/132102/) | 2026-06-03 | 1.30 | INBOUND | MR2000 | SETUP | ⏳ Pending | | [#LTS00132102](https://linksys.happyfox.com/staff/ticket/132102/) | 2026-06-03 | 2.60 | INBOUND | MR2000 | SETUP | ⏳ Pending | | [#LTS00132113](https://linksys.happyfox.com/staff/ticket/132113/) | 2026-06-03 | 1.60 | INBOUND | WRT32X | CONFIGURATION | ⏳ Pending | | [#LTS00076979](https://linksys.happyfox.com/staff/ticket/76979/) | 2026-06-03 | 1.10 | INBOUND | MX5300 | CONNECTIVITY | ⏳ Pending | | [#LTS00132267](https://linksys.happyfox.com/staff/ticket/132267/) | 2026-06-04 | 2.30 | INBOUND | MR7320 | CONNECTIVITY | ↻ Callback set | | [#LTS00132284](https://linksys.happyfox.com/staff/ticket/132284/) | 2026-06-04 | 3.00 | INBOUND | WHW03 | CONFIGURATION | ✓ Resolved | | [#LTS00132288](https://linksys.happyfox.com/staff/ticket/132288/) | 2026-06-04 | 1.40 | INBOUND | E7350 | SETUP | ⏳ Pending | | [#LTS00097607](https://linksys.happyfox.com/staff/ticket/97607/) | 2026-06-04 | 2.80 | INBOUND | MX2000 | SETUP | ⏳ Pending | | [#LTS00097607](https://linksys.happyfox.com/staff/ticket/97607/) | 2026-06-04 | 2.00 | OUTBOUND | MX2000 | SETUP | ⏳ Pending | | [#LTS00132308](https://linksys.happyfox.com/staff/ticket/132308/) | 2026-06-04 | 1.10 | INBOUND | MR9610 | ACCESS | ⏳ Pending | | [#LTS00132326](https://linksys.happyfox.com/staff/ticket/132326/) | 2026-06-04 | 1.60 | INBOUND | MX4200 | CONNECTIVITY | ⏳ Pending | | [#LTS00132340](https://linksys.happyfox.com/staff/ticket/132340/) | 2026-06-05 | 3.40 | INBOUND | MR2000 | SETUP | ✓ Resolved | | [#LTS00132439](https://linksys.happyfox.com/staff/ticket/132439/) | 2026-06-05 | 1.20 | INBOUND | EA7430 | ACCESS | ⏳ Pending | | [#LTS00132446](https://linksys.happyfox.com/staff/ticket/132446/) | 2026-06-05 | 2.80 | INBOUND | MX2000 | CONNECTIVITY | ⏳ Pending | | [#LTS00132471](https://linksys.happyfox.com/staff/ticket/132471/) | 2026-06-05 | 1.80 | INBOUND | MX8500 | CONFIGURATION | ⏳ Pending | | [#LTS00132345](https://linksys.happyfox.com/staff/ticket/132345/) | 2026-06-05 | 1.80 | INBOUND | EA9500 | ACCESS | ⏳ Pending | | [#LTS00132490](https://linksys.happyfox.com/staff/ticket/132490/) | 2026-06-05 | 2.80 | INBOUND | MR8300 | CONNECTIVITY | ✓ Resolved | | [#LTS00132345](https://linksys.happyfox.com/staff/ticket/132345/) | 2026-06-05 | 2.80 | INBOUND | EA9500 | ACCESS | ✓ Resolved | | [#LTS00132340](https://linksys.happyfox.com/staff/ticket/132340/) | 2026-06-05 | 3.40 | INBOUND | EA8300 | SETUP | ✓ Resolved | | [#LTS00121635](https://linksys.happyfox.com/staff/ticket/121635/) | 2026-06-05 | 1.80 | INBOUND | MX6200 | CONNECTIVITY | ⏳ Pending | | [#LTS00132460](https://linksys.happyfox.com/staff/ticket/132460/) | 2026-06-05 | 2.80 | INBOUND | EA6400 | ACCESS | ⏳ Pending | | [#LTS00132471](https://linksys.happyfox.com/staff/ticket/132471/) | 2026-06-05 | 1.80 | INBOUND | MX8500 | CONFIGURATION | ⏳ Pending | | [#LTS00132345](https://linksys.happyfox.com/staff/ticket/132345/) | 2026-06-05 | 1.80 | INBOUND | EA9500 | ACCESS | ⏳ Pending | | [#LTS00132490](https://linksys.happyfox.com/staff/ticket/132490/) | 2026-06-05 | 2.80 | INBOUND | MR8300 | CONNECTIVITY | ✓ Resolved |