# johnclark.labadan@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 | | --- | --- | --- | --- | --- | --- | | 12 | 21m 11s | MX6200 | SETUP | 9 | 6 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 3.20 | 12 | | Protocol | 1.50 | 12 | | Communication | 2.10 | 12 | | Overall | 2.20 | 12 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | WHW | 2 | 30m 46s | 2.50 | 3.00 | 2.00 | 2.50 | Outlier: 2.9x weekly median handle time | | MX | 8 | 25m 31s | 2.21 | 3.12 | 1.62 | 2.12 | Outlier: 2.4x weekly median handle time | | MBE | 1 | 10m 27s | 1.80 | 5.00 | 1.00 | 2.00 | | | OTHER | 1 | 6m 1s | 2.50 | 4.00 | 1.00 | 2.00 | | | SPN | 1 | 4m 19s | — | — | — | — | | **Key Observations** - WHW is the slowest family at 30m 46s; outlier: 2.9x weekly median handle time. - MX is the slowest family at 25m 31s; outlier: 2.4x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | SETUP | 4 | 22m 27s | 2.10 | 2.00 | 2.00 | 2.50 | ✓ | | CONNECTIVITY | 4 | 25m 8s | 2.10 | 3.00 | 1.50 | 1.80 | ✓ | | CONFIGURATION | 3 | 29m 45s | 2.10 | 3.70 | 1.30 | 2.00 | ✓ | | HARDWARE | 1 | 6m 1s | 2.50 | 4.00 | 1.00 | 2.00 | ✓ | ## Week-over-Week Movement - Improve protocol adherence: consistently collect model, serial number, and warranty status. - Enhance troubleshooting structure: follow KB-guided flows and verify resolution before closing calls. - Reduce technical inaccuracies: review KB articles for reset procedures, LED behaviors, and admin credentials. - Improve follow-up planning: schedule callbacks or escalations for unresolved issues. ## What Went Well 1. **Polite and professional communication** > *"Thank you so much for that feedback. How about the connection? Yeah, go ahead, Pete."* [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) The agent maintained a respectful tone even when the customer self-resolved, acknowledging their effort and offering further assistance. 2. **Technically accurate mesh node guidance** > *"As long as it can detect a signal, you can add another node for Wi‑Fi coverage in that specific area."* [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) Provided clear, KB-aligned advice on mesh network behavior, reinforcing best practices for node placement and signal detection. --- ## Growth Opportunities 1. **Consistent device information collection** > *"Am I talking to Mr. Exale? All right. So, you're following up regarding your ticket..."* [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) **Next step**: Always open calls by confirming the customer’s identity, then immediately request **model, serial number, and warranty status**. This prevents redundant callbacks and enables targeted troubleshooting. 2. **Structured troubleshooting and resolution verification** > *"I’m gonna end this call and process another callback since I don’t get any response."* [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) **Next step**: When customer responsiveness is an issue, document the attempt, schedule a **concrete callback time**, and outline **specific troubleshooting steps** for the next contact (e.g., "We’ll verify WAN LED and retest connectivity at 2 PM today"). --- ## Next Week's Focus - **Start every call with model/serial/warranty collection** – treat this as a non-negotiable protocol step. - **Use KB-guided troubleshooting flows** – follow documented steps for WAN LED checks, admin access, and firmware validation before escalating. - **Confirm resolution before closing** – verify internet connectivity, node status, and functional Wi‑Fi with the customer. - **Schedule follow-ups with clear timelines** – e.g., "I’ll call back in 30 minutes to confirm the node is solid blue." --- ## Technical Accuracy **Improvement** - Agent failed to collect model, serial number, or warranty status, violating protocol. No troubleshooting steps were performed to isolate the issue (e.g., WAN LED check, admin login). [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) **Improvement** - Provided incorrect reset procedure: stated LED goes red → no light → blue, but MX5300 resets to solid white. Also gave wrong default admin password format (‘Capital A then dmin1234!’). [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) **Improvement** - Provided incorrect reset duration (2 seconds instead of 10–15 seconds) and misinterpreted LED colors (referred to ‘solid red’ when customer described ‘blinking purple/blue’). [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) **Improvement** - Provided incorrect URL syntax (‘semicolon’ instead of colon in HTTP://), leading to failed login attempts. Also gave incorrect Ethernet backhaul instructions (child node’s internet port to parent’s LAN port). [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) **Improvement** - Did not verify WAN LED state or ISP service status, critical for internet connectivity issues. Call ended without resolution or follow-up plan. [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) --- ## Coaching Moments **Improvement** > *"This is regarding with your Linksys router... I believe you also tried to connective the, which to a different outlet, with the still the same."* [#TE00132002](https://linksys.happyfox.com/staff/ticket/132002/) Failed to collect product model or serial number. Standardize opening scripts to gather these details before troubleshooting. **Improvement** > *"Are you still in the line? Hello, sir Daniel. Are you still in the line? I cannot hear you right now."* [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) Poor call control during customer silence. Use hold music or explicit messaging (e.g., "One moment while I check your account") to manage expectations. --- ## Escalation Lessons: What L2 Did ### [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) — Pending with Level 2 - **What L1 saw**: MBE7000 mesh system with child node (WHW01) disconnected after storm. Customer reported solid red LED and no internet. - **Why it escalated**: Exceeded troubleshooting threshold after multiple resets and configuration attempts failed. - **What L2 did**: Verified WAN LED, accessed router UI, and attempted firmware updates. Discovered hardware fault in the child node. - **Current state**: Pending customer callback for hardware replacement approval. - **L1 learning points**: 1. Always collect model/serial/firmware version before troubleshooting. 2. Check WAN LED color and stability (solid green = good). 3. Document every step taken (resets, re-add attempts) for L2 handoff. ### [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) — Resolved by Level 2 - **What L1 saw**: WHW03 mesh parent node solid red after storm; child nodes flashing red. Customer paid for expedited support. - **Why it escalated**: L1 exceeded threshold after 1h 46m of troubleshooting without resolution. - **What L2 did**: Swapped parent node, performed 10-second reset, re-added child nodes via app. Confirmed solid blue LEDs and internet restore. - **Current state**: Resolved. - **L1 learning points**: 1. For solid red parent nodes, try swapping nodes before resetting. 2. Use 10-second reset (not 2-second) for WHW03. 3. Verify child node addition via app, not just LED color. --- ## Coach Appendix **Weekly Trend Summary** John’s accuracy improved this week (+0.41), but protocol adherence dipped (-0.17). The largest time sink remains MX/WHW mesh cases, where handle times are 2.4–2.9x the weekly median. Key gaps include inconsistent model/serial collection and incomplete troubleshooting documentation. **Recurring Patterns** - **Protocol misses**: Model/serial not captured in 5/12 calls. - **Technical inaccuracies**: Reset procedures and LED interpretations misaligned with KB. - **Follow-up gaps**: 8/12 unresolved calls lacked concrete next steps. **Next Coaching Focus** 1. Role-play model/serial collection in the first 30 seconds of every call. 2. Review KB articles for MX/WHW reset procedures and LED meanings. 3. Practice structuring escalation notes with timestamps, steps taken, and L2 handoff details. --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#TE00110879](https://linksys.happyfox.com/staff/ticket/110879/) | 2026-06-01 | 1.8 | INBOUND | MBE7000 | CONFIGURATION | ⏳ Pending | | [#TE00131279](https://linksys.happyfox.com/staff/ticket/131279/) | 2026-06-01 | 2.2 | OUTBOUND | WHW03 | SETUP | ✓ Likely resolved | | [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) | 2026-06-01 | 1.8 | OUTBOUND | MX8500 | CONNECTIVITY | ⏳ Pending | | [#TE00131625](https://linksys.happyfox.com/staff/ticket/131625/) | 2026-06-01 | 1.8 | OUTBOUND | MX8500 | CONNECTIVITY | ⏳ Pending | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-02 | 2.8 | INBOUND | MX5300 | CONFIGURATION | ✓ Resolved | | [#LTS00131856](https://linksys.happyfox.com/staff/ticket/131856/) | 2026-06-02 | 2.8 | INBOUND | MX4200 | CONNECTIVITY | ✓ Likely resolved | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-03 | 1.8 | INBOUND | MX5300 | CONFIGURATION | — | | [#TE00132002](https://linksys.happyfox.com/staff/ticket/132002/) | 2026-06-03 | 2.5 | OUTBOUND | LGS352MPC | HARDWARE | ⏳ Pending | | [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) | 2026-06-04 | 2.8 | OUTBOUND | WHW03 | CONNECTIVITY | ✓ Resolved | | [#TE00132365](https://linksys.happyfox.com/staff/ticket/132365/) | 2026-06-05 | — | OUTBOUND | SPNMX56 | CONNECTIVITY | — | | [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) | 2026-06-05 | 2.0 | OUTBOUND | MX6200 | SETUP | ⏳ Pending | | [#LTS00132438](https://linksys.happyfox.com/staff/ticket/132438/) | 2026-06-05 | 2.4 | OUTBOUND | MX6200 | SETUP | ⏳ Pending |