# jorgenathaniel.amores@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 | | --- | --- | --- | --- | --- | --- | | 40 | 21m 7s | MX6200 | CONNECTIVITY | 40 | 1 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.20 | 40 | | Protocol | 1.70 | 40 | | Communication | 2.00 | 40 | | Overall | 2.00 | 40 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MBE | 1 | 47m 25s | 2.00 | 2.00 | 2.00 | 2.00 | Outlier: 2.4x weekly median handle time | | WHW | 6 | 31m 11s | 2.27 | 3.00 | 1.67 | 2.00 | Outlier: 1.6x weekly median handle time | | MX | 12 | 29m 59s | 1.71 | 2.17 | 1.50 | 1.92 | | | MR | 6 | 26m 38s | 1.88 | 2.17 | 1.33 | 2.17 | | | E | 5 | 20m 2s | 2.18 | 2.20 | 1.80 | 2.00 | | | OTHER | 2 | 17m 48s | 1.95 | 1.00 | 1.00 | 2.00 | | | EA | 13 | 15m 12s | 2.18 | 2.00 | 1.69 | 1.92 | | | SPN | 1 | 9m 6s | 1.80 | 1.00 | 2.00 | 2.00 | | | RE | 1 | 8m 11s | 1.80 | 1.00 | 2.00 | 2.00 | | **Key Observations** - MBE is the slowest family at 47m 25s; outlier: 2.4x weekly median handle time. - WHW is the slowest family at 31m 11s; outlier: 1.6x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 22 | 24m 32s | 2.00 | 2.20 | 1.80 | 2.10 | ✓ | | ACCESS | 6 | 17m 48s | 1.80 | 2.30 | 1.50 | 2.00 | ✓ | | SETUP | 6 | 19m 48s | 1.90 | 2.00 | 1.70 | 2.00 | ✓ | | CONFIGURATION | 4 | 25m 12s | 2.00 | 2.50 | 1.50 | 2.00 | ✓ | ## Week-over-Week Movement - Improve protocol adherence (model/serial collection, warranty verification). - Correct technical inaccuracies (reset methods, LED states, pairing procedures). - Reduce premature escalation to paid support without troubleshooting. ## What Went Well 1. **Precise Product Identification** Consistently captured product models and serial numbers, enabling accurate warranty checks and targeted troubleshooting. > *“Okay, Fred, your email is still FA Barley 7725 at gmail.com. Correct? All right, then. Mm-hmm. Okay, what is the problem right now?”* > [#LTS00032477](https://linksys.happyfox.com/staff/ticket/32477/) 2. **Empathy and Reassurance** Acknowledged customer frustration and provided clear next steps, maintaining professionalism even during extended troubleshooting. > *“I understand this is frustrating, Christy. Let’s work through this together—I’ll guide you step by step.”* > [#LTS00131718](https://linksys.happyfox.com/staff/ticket/131718/) --- ## Growth Opportunities 1. **Avoid Model-Specific Missteps** Replace incorrect procedures (e.g., 5-press pairing on Velop MX series) with KB-aligned steps. **Next step**: Confirm mesh topology before instructing resets. 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. > [#LTS00131718](https://linksys.happyfox.com/staff/ticket/131718/) 2. **Strengthen Protocol Adherence** Always collect model, serial, and warranty status *before* diving into troubleshooting. **Next step**: Use script prompts to capture these upfront. > *“Failed to verify warranty status before discussing paid support options.”* > [#LTS00131712](https://linksys.happyfox.com/staff/ticket/131712/) --- ## Next Week's Focus - **Standardize Opening Script**: Capture model, serial, and warranty status in the first 30 seconds of every call. - **Validate Mesh Procedures**: Use WPS or app-based pairing for Velop MX/LN devices—**never** the 5-press method. - **Reduce Redundancy**: Avoid re-asking for email/model details already provided. - **Escalate Early**: If internet connectivity isn’t confirmed within 3 steps, escalate to Level 2 with full context. --- ## Technical Accuracy | **Type** | **Quote** | **Note** | **Ticket** | |---|---|---|---| | **Improvement** | *“Default admin password for EA6500 is blank, not ‘admin’.”* | Provided wrong credentials, causing access failure. | [#LTS00131689](https://linksys.happyfox.com/staff/ticket/131689/) | | **Improvement** | *“Agent did not guide customer through the 5-digit recovery key process for password reset.”* | Missed standard password-recovery path. | [#GI00128410](https://linksys.happyfox.com/staff/ticket/128410/) | | **Improvement** | *“EA6900 is not end-of-life; firmware updates are available on support.linksys.com.”* | False EOL claim misled customer. | [#LTS00091192](https://linksys.happyfox.com/staff/ticket/91192/) | | **Strength** | *“Agent recognized factory reset as a standard remediation for unpaired mesh nodes, aligning with KB for Velop/WHW systems.”* | Correct reset path for mesh issues. | [#LTS00131751](https://linksys.happyfox.com/staff/ticket/131751/) | --- ## Coaching Moments | **Type** | **Quote** | **Note** | **Ticket** | |---|---|---|---| | **Improvement** | *“Please assist with this case. • Main issue is slow speed. • Unable to test wired connection to the modem • Laptop doesn't have an ethernet port • Speed test is same anywhere in the house at 92DL/95UL • Done factory reset • Made sure connected to 5G • Same speed Note: Already set expectation that we can't assure fix unless modem is tested”* | L1 missed critical wired-test step and escalated prematurely. | [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | | **Improvement** | *“Aggressively pushed a $15 paid-support option without first exhausting free self-help steps.”* | Paid support offered before verifying free options. | [#LTS00131681](https://linksys.happyfox.com/staff/ticket/131681/) | | **Improvement** | *“Provided a malformed URL for local router access (my router.myrouter local) leading to SSL errors.”* | Incorrect routing guidance caused confusion. | [#LTS00131712](https://linksys.happyfox.com/staff/ticket/131712/) | --- ## Escalation Lessons