# joziel.licmoan@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 |
| --- | --- | --- | --- | --- | --- |
| 34 | 18m 22s | MR7350 | CONNECTIVITY | 34 | 1 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.70 | 34 |
| Protocol | 2.10 | 34 |
| Communication | 2.60 | 34 |
| Overall | 2.70 | 34 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| WRT | 1 | 73m 1s | 2.80 | 1.00 | 2.00 | 2.00 | Outlier: 4.7x weekly median handle time |
| MX | 6 | 27m 40s | 2.50 | 2.67 | 2.17 | 2.83 | Outlier: 1.8x weekly median handle time |
| WHW | 4 | 27m 8s | 3.00 | 3.50 | 2.25 | 2.25 | Outlier: 1.7x weekly median handle time |
| LN | 1 | 20m 35s | 2.20 | 4.00 | 2.00 | 2.00 |  |
| MR | 6 | 15m 38s | 2.70 | 2.33 | 2.33 | 2.50 |  |
| EA | 7 | 15m 4s | 2.54 | 2.71 | 1.86 | 2.57 |  |
| E | 6 | 14m 7s | 2.75 | 3.17 | 1.83 | 2.50 |  |
| OTHER | 4 | 9m 12s | 2.95 | 3.25 | 2.25 | 3.00 |  |
| RE | 1 | 3m 57s | 1.60 | 1.00 | 1.00 | 2.00 |  |

**Key Observations**
- WRT is the slowest family at 73m 1s; outlier: 4.7x weekly median handle time.
- MX is the slowest family at 27m 40s; outlier: 1.8x weekly median handle time.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 16 | 20m 56s | 2.60 | 2.80 | 2.20 | 2.70 |  |
| ACCESS | 6 | 15m 31s | 2.50 | 2.30 | 2.00 | 2.70 |  |
| SETUP | 8 | 21m 53s | 2.60 | 2.60 | 2.30 | 2.50 |  |
| NO TROUBLESHOOTING NEEDED | 3 | 7m 6s | 3.30 | 4.70 | 2.70 | 3.00 |  |

## Week-over-Week Movement
- Improve accuracy in technical guidance, especially regarding model-specific procedures (e.g., 5-press pairing, reset durations).
- Enhance protocol adherence by consistently collecting serial numbers, model numbers, and verifying warranty status.
- Reduce fabricated technical explanations and align guidance strictly with KB articles.

## What Went Well

1. **Precise product identification**  
   You consistently identified devices from serial numbers and customer descriptions, enabling accurate guidance.  
   > *"MR7350, is this the model?"*  
   [#LTS00086970](https://linksys.happyfox.com/staff/ticket/86970/)

2. **Proactive email follow-up**  
   You reliably offered step-by-step instructions via email, giving customers a clear self-help path.  
   > *"I’ll email detailed reset instructions within 5 minutes."*  
   [#LTS00131717](https://linksys.happyfox.com/staff/ticket/131717/)

3. **Calm, patient explanations**  
   Even in complex cases, you maintained a supportive tone that helped customers feel guided.  
   > *"Let’s walk through this together—first, let’s power-cycle the modem for 3 minutes."*  
   [#LTS00131702](https://linksys.happyfox.com/staff/ticket/131702/)

---

## Growth Opportunities

1. **Avoid model-specific misconceptions**  
   Some guidance conflicted with KB articles (e.g., 5-press pairing on EA7500, discontinued cloud services).  
   > *"For our newest mesh routers… press the reset button five times for it to go online."*  
   [#LTS00132100](https://linksys.happyfox.com/staff/ticket/132100/)  
   **Next step:** Confirm model compatibility before recommending reset methods. Use KB to verify 5-press applies **only** to LN/MX/MBE models.

2. **Strengthen protocol completeness**  
   Serial numbers, warranty status, and case documentation were sometimes missed, delaying escalation or follow-up.  
   > *"Who’s your ISP?"* (no serial/model collected)  
   [#LTS00131702](https://linksys.happyfox.com/staff/ticket/131702/)  
   **Next step:** Always capture serial number, model, and warranty status early. Document every step in HappyFox.

---

## Next Week's Focus

- **Verify model before troubleshooting:** Cross-check reset procedures against KB using the exact model (e.g., EA7500 ≠ MX6200).  
- **Standardize opening script:** Collect serial number, model, ISP, and warranty status in the first 30 seconds of every call.  
- **Use KB for LED states:** Reference KB to explain solid/blue/red LEDs accurately (e.g., WHW03 solid purple = online).  
- **Escalate with context:** When escalating, include isolation steps already performed and customer’s POP (Proof of Purchase).

---

## Technical Accuracy

**Improvement**  
Incorrectly claimed the Linksys app was discontinued for WHW03 and suggested a non-existent model (“M4X4X Ray 6220”) instead of guiding through recovery key reset.  
[#LTS00132051](https://linksys.happyfox.com/staff/ticket/132051/)

**Improvement**  
Advised 5-press reset on EA7500, which only applies to LN/MX/MBE models per KB.  
[#LTS00132100](https://linksys.happyfox.com/staff/ticket/132100/)

**Improvement**  
Provided a 30-second reset duration for EA2500 (KB: ~10 seconds) and mentioned “recovery reset,” which EA2500 does not support.  
[#LTS00132306](https://linksys.happyfox.com/staff/ticket/132306/)

**Improvement**  
Introduced unsupported concepts (“device manager,” “communicator files”) with no KB basis.  
[#LTS00132483](https://linksys.happyfox.com/staff/ticket/132483/)

---

## Coaching Moments

**Strength**  
Patiently guided a WHW03 mesh recovery after power cycles failed, ultimately restoring connectivity.  
> *"Let’s reset each node for 10 seconds, then re-pair starting with the parent."*  
[#LTS00132274](https://linksys.happyfox.com/staff/ticket/132274/)

**Improvement**  
Misidentified post-reset LED behavior for WHW03 as “magenta/red” instead of solid purple.  
> *"After reset, the lights will turn magenta, like pink, red, or solid red."*  
[#LTS00074179](https://linksys.happyfox.com/staff/ticket/74179/)

---

## Escalation Lessons: What L2 Did

### [#TE00132427](https://linksys.happyfox.com/staff/ticket/132427/) — Pending with Level 2  

- **What L1 saw:** MR7500 mesh node flashing blue, SSID not broadcasting after 3+ hours of troubleshooting. Customer (IT professional) insisted on replacement.  
- **Why it escalated:** L1 could not verify POP, failed to isolate ISP/modem issues, and customer demanded immediate RMA without warranty validation.  
- **What L2 did:**  
  1. Claimed the ticket and attempted callback (left message).  
  2. Requested device receipt via email.  
  3. Noted steady blue LED (normal for MR7500) but did not confirm backhaul signal or perform firmware check.  
- **Current state:** Pending customer receipt and L2 diagnosis.  
- **L1 learning points:**  
  1. Before escalation, verify POP and warranty status using serial number.  
  2. Confirm WAN connectivity and LED meaning (solid blue = online).  
  3. Document all isolation steps (modem power cycle, LAN/WAN status) in HappyFox.  

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## Coach Appendix

**Top trend:** Technical inaccuracies (5-press resets, LED states, app availability) and inconsistent protocol adherence (missing serial numbers) drove most score gaps. Focus next week on KB validation for model-specific steps and disciplined data collection at call start.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00086970](https://linksys.happyfox.com/staff/ticket/86970/) | 2026-06-01 18:04 | 2.8 | INBOUND | MR7350 | ACCESS | ✓ Likely resolved |
| [#LTS00074179](https://linksys.happyfox.com/staff/ticket/74179/) | 2026-06-01 18:57