# maylene.delada@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 | | --- | --- | --- | --- | --- | --- | | 30 | 19m 3s | WHW03 | CONNECTIVITY | 27 | 4 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.50 | 30 | | Protocol | 1.80 | 30 | | Communication | 2.20 | 30 | | Overall | 2.30 | 30 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 6 | 38m 49s | 2.43 | 2.33 | 2.17 | 2.33 | Outlier: 1.6x weekly median handle time | | SPN | 1 | 38m 36s | 1.40 | 1.00 | 1.00 | 2.00 | Outlier: 1.5x weekly median handle time | | MR | 7 | 31m 4s | 2.66 | 1.86 | 1.57 | 2.57 | | | WHW | 14 | 18m 55s | 2.30 | 3.07 | 1.64 | 2.00 | | | EA | 1 | 9m 42s | 2.80 | 4.00 | 2.00 | 3.00 | | | RE | 3 | 5m 31s | 1.97 | 2.00 | 1.67 | 2.00 | | **Key Observations** - MX is the slowest family at 38m 49s; outlier: 1.6x weekly median handle time. - SPN is the slowest family at 38m 36s; outlier: 1.5x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 16 | 22m 18s | 2.20 | 2.60 | 1.80 | 2.20 | ✓ | | SETUP | 5 | 17m 58s | 2.10 | 2.80 | 1.60 | 2.00 | ✓ | | ACCESS | 5 | 22m 22s | 2.00 | 2.20 | 1.80 | 2.20 | ✓ | | CONFIGURATION | 1 | 16m 42s | 2.80 | 1.00 | 2.00 | 2.00 | | ## Week-over-Week Movement - Improve accuracy in technical guidance, especially reset methods for specific models. - Verify warranty status before offering paid support to avoid protocol violations. - Enhance communication clarity and avoid scripted responses without confirming customer understanding. - Address PCI compliance risks by ensuring secure handling of payment information. ## What Went Well - **Correct Identification of Product Model and Warranty Status** > Collected serial number and confirmed the correct model (WHW01) and its status as a legacy Velop unit per KB. [#LTS00131626](https://linksys.happyfox.com/staff/ticket/131626/) - **Patient and Clear Guidance for Elderly Customer** > Patiently walked an elderly customer through the email attachment process at [09:00]-[11:00]. [#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/) --- ### Growth Opportunities - **Incorrect Technical Guidance on Reset Methods** > Provided wrong pairing method (5-press) for MX6200 (Velop) device, which uses Pair button, not 5-press method. [#LTS00131725](https://linksys.happyfox.com/staff/ticket/131725/) **Next Step**: Ensure correct pairing methods are used for each device family. Refer to KB for model-specific instructions and verify understanding before proceeding. - **Failure to Verify Warranty Status Before Offering Paid Support** > Offered paid support without first verifying warranty status or confirming eligibility path. [#LTS00082463](https://linksys.happyfox.com/staff/ticket/82463/) **Next Step**: Always verify warranty status before offering paid support. Use the warranty lookup tool and confirm eligibility with the customer. --- ### Next Week's Focus - **Standardize Setup Procedures**: Develop and follow a standardized setup process for common issues to improve consistency and efficiency. - **Enhance Diagnostic Skills**: Practice and refine diagnostic steps for connectivity issues, focusing on systematic troubleshooting and verification. - **Improve Protocol Adherence**: Review and reinforce standard operating procedures to ensure consistent application of protocols across all calls. - **PCI Compliance**: Ensure secure handling of payment information by confirming warranty status before collecting credit card details and using secure methods. --- ### Technical Accuracy - **Improvement** > Incorrect 5-press pairing method advised for MX6200 model, which should use Pair button per KB. [#LTS00131725](https://linksys.happyfox.com/staff/ticket/131725/) - **Improvement** > Provided irrelevant advice to install Chrome when issue persisted across multiple platforms. [#TE00131380](https://linksys.happyfox.com/staff/ticket/131380/) - **Improvement** > Critical PCI compliance violation by collecting credit card details over unsecured channel. [#LTS00082463](https://linksys.happyfox.com/staff/ticket/82463/) - **Improvement** > Incorrectly stated Linksys Cloud is no longer accessible, contradicting KB guidance. [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) - **Strength** > Accurate product identification aligned with KB guidance. [#TE00131380](https://linksys.happyfox.com/staff/ticket/131380/) --- ### Coaching Moments - **Improvement** > Provided factually incorrect pairing method (5-press) not valid for any Linksys mesh system. > > Agent incorrectly claimed the SBANM X 57 is 'Intelligent Mesh' and requires 5-press pairing, which is not a valid method for this or any known Linksys mesh family. > Agent stated the node should turn purple or pink during pairing — no Linksys mesh device uses purple/pink LEDs for pairing. > Agent placed customer on hold for over 2 minutes (16:00–18:00) while conducting unrelated personal conversation. > Agent failed to collect extender model number despite asking for it (11:00), then proceeded with incorrect guidance. [#LTS00132405](https://linksys.happyfox.com/staff/ticket/132405/) - **Improvement** > Misidentified setup mode LED color as purple/pink; correct indicator is blinking blue. > Suggested MAC cloning without diagnosing the actual issue or confirming it was needed. > Failed to verify warranty status before offering paid support. > Did not provide correct setup instructions via Linksys app or pair button method. [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) --- ### Escalation Lessons: What L2 Did ### [#TE00131380](https://linksys.happyfox.com/staff/ticket/131380/) — Resolved by Level 2 - **What L1 Saw**: Customer reported HTTP 503 errors and a blank blue screen when accessing the router's web UI via myrouter.local and [REDACTED_PHONE], and app changes not saving. - **Why it Escalated**: The issue persisted despite basic troubleshooting (power cycle, cache clearing) and required deeper diagnostic skills. - **Related Call Chain**: This was a repeat contact; the initial call was closed without resolution, leading to escalation. - **What L2 Did**: L2 performed advanced troubleshooting, including verifying firmware version, recovery key availability, and bridge-mode status. They also provided a clear callback timeframe and set proper expectations. - **Current State**: Resolved. - **L1 Learning Points**: - Always verify firmware version and recovery key availability before suggesting a factory reset. - Confirm whether the router is in bridge mode, as this can explain web UI and app issues. - Use the correct URLs (myrouter.local or [REDACTED_PHONE]) for local access and avoid suggesting incorrect URLs. ### [#TE00132074](https://linksys.happyfox.com/staff/ticket/132074/) — Pending with Level 2 - **What L1 Saw**: Child nodes show blue/green LEDs but do not provide Wi-Fi; cannot join the network. - **Why it Escalated**: The issue exceeded L1's troubleshooting capabilities, and deeper diagnostic skills were required. - **Related Call Chain**: This was a repeat contact; the initial call was closed without resolution, leading to escalation. - **What L2 Did**: L2 is currently investigating the issue, focusing on signal strength, node redeployment, and password checks. - **Current State**: Callback. - **L1 Learning Points**: - Verify ISP connectivity before troubleshooting node issues. - Use the correct admin URLs (myrouter.local or [REDACTED_PHONE]) for Velop devices. - Collect and verify product model and serial number early in the call. ### [#TE00097428](https://linksys.happyfox.com/staff/ticket/97428/) — Resolved by Level 2 - **What L1 Saw**: Cannot access router admin pages locally or remotely for any of the routers. - **Why it Escalated**: The issue required advanced troubleshooting and warranty verification. - **Related Call Chain**: This was a repeat contact; the initial call was closed without resolution, leading to escalation. - **What L2 Did**: L2 confirmed default IP, noted EA7500 is out of warranty, offered paid support, and committed to sending an email with self-help steps. - **Current State**: Resolved. - **L1 Learning Points**: - Collect required serial number for EA9300 or other devices despite needing it for warranty verification and support eligibility. - Confirm whether the customer can access the local admin page after suggesting browser and connection changes. - Jump to paid support offering without first providing model-specific troubleshooting steps. ### [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) — Resolved by Level 2 - **What L1 Saw**: Previous support call had muffled audio and background noise, making communication impossible; customer seeks a successful callback on the existing ticket. - **Why it Escalated**: The call was disconnected during troubleshooting, and the customer needed a successful callback. - **Related Call Chain**: This was a follow-up call; the initial call was closed without resolution, leading to escalation. - **What L2 Did**: L2 confirmed the case was escalated to Level 2 and promised a callback once the technician's line was fixed. - **Current State**: Resolved. - **L1 Learning Points**: - Collect and confirm product-specific information (model, serial, warranty) early in the call. - Attempt to diagnose and resolve the customer's issue or verify device/network status. - Avoid excessive hold times without updates or context. --- ### Coach Appendix - **Highest-Signal Weekly Trend**: The most significant trend this week was the increase in handle time for MX and SPN product families, indicating a need for deeper troubleshooting and potential training on these models. - **Recurring Technical Pattern**: Incorrect technical guidance, particularly on reset methods and pairing procedures, was a recurring issue. This highlights a need for reinforced training on model-specific troubleshooting steps. 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. --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131572](https://linksys.happyfox.com/staff/ticket/131572/) | 2026-06-01 14:19:09+00:00 | 3.00 | INBOUND | WHW03 | SETUP | Customer to follow vague five-press method instructions; no verification, follow-up, or support path provided. | | [#LTS00131572](https://linksys.happyfox.com/staff/ticket/131572/) | 2026-06-01 14:58:40+00:00 | 3.20 | INBOUND | WHW03 | SETUP | Informed customer that Eero and Linksys devices cannot be used together as a mesh; recommended configuring older routers as standalone access points with separate SSIDs. | | [#LTS00131626](https://linksys.happyfox.com/staff/ticket/131626/) | 2026-06-01 15:27:42+00:00 | 1.80 | INBOUND | WHW01 | CONNECTIVITY | Agent promised to email generic setup instructions, but customer email was misrecorded and no case or tracking was established. | | [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) | 2026-06-01 19:15:04+00:00 | 1.60 | INBOUND | MR7500 | SETUP | Customer to power-cycle ISP modem and, if needed, perform full factory reset of router. | | [#LTS00131686](https://linksys.happyfox.com/staff/ticket/131686/) | 2026-06-01 20:11:52+00:00 | 1.80 | OUTBOUND | MR7500 | SETUP | Customer accessed router dashboard; advised to test internet and call back if issues persist. No self-help resources provided. | | [#LTS00131725](https://linksys.happyfox.com/staff/ticket/131725/) | 2026-06-01 22:16:18+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | All child nodes paired (solid white) and Wi‑Fi name changed; issue resolved. | | [#LTS00131823](https://linksys.happyfox.com/staff/ticket/131823/) | 2026-06-02 14:49:56+00:00 | 1.00 | INBOUND | RE6500 | CONNECTIVITY | No resolution or next step provided. | | [#TE00131380](https://linksys.happyfox.com/staff/ticket/131380/) | 2026-06-02 16:41:53+00:00 | 2.40 | INBOUND | MX4000 | ACCESS | Escalated to Level 2 technician; callback scheduled within 2–3 hours. | | [#LTS00082463](https://linksys.happyfox.com/staff/ticket/82463/) | 2026-06-02 17:42:10+00:00 | 2.80 | INBOUND | MR7350 | CONNECTIVITY | Use the child node wirelessly; if wired backhaul continues to flash red, disconnect Ethernet cable and maintain wireless-only operation. | | [#LTS00131886](https://linksys.happyfox.com/staff/ticket/131886/) | 2026-06-02 18:51:42+00:00 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Email with video instructions sent; no further action taken on the call. | | [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) | 2026-06-02 19:14:51+00:00 | 2.00 | INBOUND | WHW01 | CONNECTIVITY | Agent did not confirm the password or camera connection; no definitive resolution or next step provided. | | [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) | 2026-06-02 20:00:52+00:00 | 1.80 | INBOUND | WHW01 | CONNECTIVITY | None – call was terminated without action. | | [#LTS00131888](https://linksys.happyfox.com/staff/ticket/131888/) | 2026-06-02 20:02:19+00:00 | 3.60 | OUTBOUND | WHW01 | CONNECTIVITY | Customer now sees the Wi‑Fi password and understands how to access the admin page; issue resolved. | | [#LTS00131925](https://linksys.happyfox.com/staff/ticket/131925/) | 2026-06-02 21:51:40+00:00 | 2.10 | INBOUND | RE6300 | CONNECTIVITY | Agent will send an email with setup instructions; no immediate fix provided. | | [#LTS00132047](https://linksys.happyfox.com/staff/ticket/132047/) | 2026-06-03 16:24:11+00:00 | 1.80 | INBOUND | MX55EC3 | CONNECTIVITY | Agent will email instructions and offered paid support for $15. | | [#TE00132074](https://linksys.happyfox.com/staff/ticket/132074/) | 2026-06-03 17:27:02+00:00 | 2.00 | INBOUND | WHW03 | CONNECTIVITY | No fix confirmed; advise further diagnostics (firmware check, factory reset, possible hardware replacement) and schedule a callback or escalation. | | [#LTS00130488](https://linksys.happyfox.com/staff/ticket/130488/) | 2026-06-03 18:32:51+00:00 | 2.80 | INBOUND | MR7500 | CONNECTIVITY | Agent will email detailed reset instructions and a recommendation to consider an MX6200 replacement; customer will try the reset and follow up. | | [#LTS00132124](https://linksys.happyfox.com/staff/ticket/132124/) | 2026-06-03 21:26:19+00:00 | 1.10 | INBOUND | WHW03 | ACCESS | Agent will send an email with self-help instructions. | | [#TE00097428](https://linksys.happyfox.com/staff/ticket/97428/) | 2026-06-04 14:12:36+00:00 | 2.80 | INBOUND | EA7500 | ACCESS | Agent committed to sending an email with self-help steps for local access. | | [#LTS00132243](https://linksys.happyfox.com/staff/ticket/132243/) | 2026-06-04 14:26:58+00:00 | 2.80 | INBOUND | MR8300 | CONFIGURATION | Agent offered to send an email with instructions and suggested paid support; no concrete self‑help steps were successfully delivered. | | [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) | 2026-06-04 15:52:39+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Level 2 technician will call back once their line is fixed. | | [#LTS00132260](https://linksys.happyfox.com/staff/ticket/132260/) | 2026-06-04 16:01:52+00:00 | 1.10 | INBOUND | WHW03 | ACCESS | Provided incorrect guidance; no successful login achieved. Recommend sending correct login steps and, if needed, open a warranty/repair case. | | [#LTS00132301](https://linksys.happyfox.com/staff/ticket/132301/) | 2026-06-04 19:06:00+00:00 | 2.80 | INBOUND | RE6350 | CONNECTIVITY | Agent will email the customer step‑by‑step instructions to complete the extender setup. | | [#LTS00040595](https://linksys.happyfox.com/staff/ticket/40595/) | 2026-06-04 22:09:26+00:00 | 2.00 | INBOUND | MX6200 | CONNECTIVITY | Ticket created for further investigation; customer advised to verify ISP connection and possibly contact ISP support. | | [#LTS00132331](https://linksys.happyfox.com/staff/ticket/132331/) | 2026-06-04 22:50:44+00:00 | 3.70 | INBOUND | MR9610 | CONNECTIVITY | Wi-Fi restored after MAC cloning; customer advised to follow proper boot sequence (modem first, then router) after outages. | | [#LTS00132410](https://linksys.happyfox.com/staff/ticket/132410/) | 2026-06-05 14:36:20+00:00 | 2.80 | INBOUND | MX4200 | CONNECTIVITY | Customer now has router UI access; advised to run speed test, adjust channels, and check firmware; offered paid-connect if further help needed. | | [#LTS00132405](https://linksys.happyfox.com/staff/ticket/132405/) | 2026-06-05 15:19:38+00:00 | 1.40 | INBOUND | SPNM60CF | SETUP | Agent asked the customer to monitor the LED and try the steps again; no definitive fix or escalation path was confirmed. | | [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-05 19:03:48+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | Agent will email MAC cloning instructions (unverified). | | [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-05 19:20:46+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Customer instructed to follow the previously‑sent email guide and use the support website; no further action taken. | | [#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/) | 2026-06-05 19:29:54+00:00 | 3.10 | INBOUND | MR2000 | SETUP | Receipt confirmed received; no further action needed. | | [#LTS00132474](https://linksys.happyfox.com/staff/ticket/132474/) | 2026-06-05 20:07:52+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Node appeared blue after relocation; advised to monitor and offered paid‑connect if further issues arise. | | [#LTS00132481](https://linksys.happyfox.com/staff/ticket/132481/) | 2026-06-05 20:35:44+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | Node pairing appeared successful (solid white light, listed in device list), but login issues prevented full confirmation. Customer should retry login with default credentials or reset parent node if access remains blocked. | | [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-05 19:03:48+00:00 | 1.40 | INBOUND | WHW03 | CONNECTIVITY | Agent will email MAC cloning instructions (unverified). | | [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-05 19:20:46+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Customer instructed to follow the previously‑sent email guide and use the support website; no further action taken. | | [#LTS00132419](https://linksys.happyfox.com/staff/ticket/132419/) | 2026-06-05 19:29:54+00:00 | 3.10 | INBOUND | MR2000 | SETUP | Receipt confirmed received; no further action needed. | | [#LTS00132474](https://linksys.happyfox.com/staff/ticket/132474/) | 2026-06-05 20:07:52+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Node appeared blue after relocation; advised to monitor and offered paid‑connect if further issues arise. | | [#LTS00132481](https://linksys.happyfox.com/staff/ticket/132481/) | 2026-06-05 20:35:44+00:00 | 2.80 | INBOUND | MX6200 | CONNECTIVITY | Node pairing appeared successful (solid white light, listed in device list), but login issues prevented full confirmation. Customer should retry login with default credentials or reset parent node if access remains blocked. |