# paolo.ebora@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 |
| --- | --- | --- | --- | --- | --- |
| 9 | 53m 36s | MX6200 | CONNECTIVITY | 7 | 5 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.44 | 9 |
| Protocol | 1.56 | 9 |
| Communication | 1.89 | 9 |
| Overall | 2.09 | 9 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| WHW | 1 | 150m 45s | 1.80 | 1.00 | 1.00 | 2.00 | Outlier: 2.9x weekly median handle time |
| MX | 4 | 54m 18s | 1.70 | 1.50 | 1.25 | 2.00 |  |
| MR | 2 | 49m 22s | 2.65 | 3.00 | 2.00 | 2.00 |  |
| MBE | 3 | 7m 17s | 1.57 | 2.67 | 1.00 | 1.33 |  |

**Key Observations**
- WHW is the slowest family at 150m 45s; outlier: 2.9x weekly median handle time.
- MX is one of the slowest families at 54m 18s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 7 | 46m 41s | 1.84 | 2.29 | 1.43 | 1.86 | ✓ |
| SETUP | 1 | 150m 45s | 1.80 | 1.00 | 1.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Protocol adherence: Multiple calls show failure to follow KB procedures (e.g., incorrect pairing methods, missed workarounds).
- Technical accuracy: Frequent errors in admin URLs, login methods, and troubleshooting steps.
- Call closure: Several calls ended without resolution or clear next steps, leading to unresolved issues.

## What Went Well

1. **Technical resolution on MR8300 speed issue**  
   > Correctly diagnosed 10/100 link bottleneck via adapter status check and guided cable replacement, restoring expected speeds.  
   [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/)

2. **Persistence in mesh node resolution**  
   > Successfully guided customer through multiple resets and 5-press pairing on MX6200, achieving full mesh synchronization.  
   [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/)

---

### Growth Opportunities

1. **Incorrect technical guidance on Velop WHW01**  
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.
   [#LTS00131738](https://linksys.happyfox.com/staff/ticket/131738/)

2. **Protocol and accuracy failures in MBE7000 calls**  
   > Failed to apply known KB workaround for error 2179 (`http://[REDACTED_PHONE]/ui/local/dynamic/index.html`) and disconnected calls without resolution.  
   [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/)

---

### Next Week's Focus

- **Verify device family before applying troubleshooting steps** (e.g., avoid 5-press pairing on Velop models).  
- **Apply KB workarounds proactively** for known errors (e.g., error 2179 on MBE7000).  
- **Improve call closure** by confirming next steps and documenting outcomes clearly.  
- **Reduce handle times** by streamlining diagnostics and avoiding redundant steps.

---

### Technical Accuracy

- **Improvement**  
  > Incorrectly applied 5-press pairing method to Velop WHW01, which requires app/web UI pairing. Led to unresolved setup issue.  
  [#LTS00131738](https://linksys.happyfox.com/staff/ticket/131738/)

- **Improvement**  
  > Missed known KB workaround for MBE7000 error 2179, leading to unresolved admin UI access issue.  
  [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/)

- **Improvement**  
  > Incorrectly instructed customer to use `[REDACTED_PHONE]` for MBE7000 admin access; correct URL is `myrouter.info` per KB.  
  [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/)

- **Strength**  
  > Accurately identified and resolved cable bottleneck issue on MR8300, restoring expected speeds.  
  [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/)

- **Strength**  
  > Persisted through multiple failed attempts and achieved full mesh synchronization on MX6200.  
  [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/)

---

### Coaching Moments

- **Improvement**  
  > Led to unresolved setup issue.  
  [#LTS00131738](https://linksys.happyfox.com/staff/ticket/131738/)

- **Improvement**  
  > Missed known KB workaround for MBE7000 error 2179 (`http://[REDACTED_PHONE]/ui/local/dynamic/index.html`), leading to unresolved admin UI access issue.  
  > [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/)

- **Improvement**  
  > Incorrectly instructed customer to use `[REDACTED_PHONE]` for MBE7000 admin access; correct URL is `myrouter.info` per KB.  
  > [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/)

---

### Escalation Lessons: What L2 Did

### [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) — Resolved by Level 2

- **What L1 saw:**  
  Customer reported a mesh child node stuck with a solid red LED and unable to pair. L1 attempted resets and reconfiguration but failed to resolve the issue.  

- **Why it escalated:**  
  The case was escalated due to repeated failures in pairing and unresolved red LED status.  

- **What L2 did:**  
  L2 reviewed the case, confirmed the need for a factory reset, and guided the customer through proper reset procedures, resulting in the node turning solid blue and joining the mesh network.  

- **Current state:**  
  Resolved.  

- **L1 learning points:**  
  - Always verify the device model and follow model-specific reset procedures.  
  - Use the correct pairing method for the device (e.g., app/web UI for Velop models).  
  - Document each step and confirm outcomes before closing the case.

### [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) — Resolved by Level 2

- **What L1 saw:**  
  Customer experienced intermittent disconnects on an MX6200 mesh system, with the parent node turning red.  

- **Why it escalated:**  
  L1 was unable to resolve the issue after multiple attempts and advised the customer to monitor the situation.  

- **What L2 did:**  
  L2 conducted advanced troubleshooting, including checking network logs and performing a firmware reflash, which stabilized the connection.  

- **Current state:**  
  Resolved.  

- **L1 learning points:**  
  - Collect and review network logs when troubleshooting intermittent connectivity issues.  
  - Consider firmware updates as a potential solution for unstable connections.  
  - Escalate early if standard troubleshooting steps fail to provide clarity.

### [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) — Resolved by Level 2

- **What L1 saw:**  
  Customer reported slow wired speeds on an MR8300 router, far below the subscribed plan.  

- **Why it escalated:**  
  L1 identified a potential issue but was unable to confirm the root cause without advanced diagnostics.  

- **What L2 did:**  
  L2 diagnosed a 10/100 link bottleneck caused by an outdated Ethernet cable and guided the customer to replace it with a Cat-6 cable, restoring expected speeds.  

- **Current state:**  
  Resolved.  

- **L1 learning points:**  
  - Check Ethernet adapter link speeds to identify potential bottlenecks.  
  - Guide customers to replace outdated cables when necessary.  
  - Validate speed improvements with multiple speed tests.

### [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) — Pending with Level 2

- **What L1 saw:**  
  Customer couldn’t access the admin UI on an MBE7000 router and experienced UI freezes with error 2179.  

- **Why it escalated:**  
  L1 provided incorrect guidance and failed to apply known workarounds, leading to an unresolved issue.  

- **What L2 did:**  
  L2 is currently reviewing the case, planning to apply the known KB workaround and guide the customer through proper UI access.  

- **Current state:**  
  Pending.  

- **L1 learning points:**  
  - Apply known KB workarounds for specific errors (e.g., error 2179).  
  - Use the correct admin URL (`myrouter.info`) for MBE7000 models.  
  - Ensure clear communication and document all steps taken.

### [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/) — Resolved by Level 2

- **What L1 saw:**  
  Customer was unable to add a new MX6200 node to an existing mesh network.  

- **Why it escalated:**  
  L1 attempted basic troubleshooting but was unable to achieve mesh synchronization.  

- **What L2 did:**  
  L2 guided the customer through proper resets, 5-press pairing, and app setup, resulting in all nodes turning solid blue and the network functioning correctly.  

- **Current state:**  
  Resolved.  

- **L1 learning points:**  
  - Follow model-specific pairing procedures (e.g., 5-press pairing for MX6200).  
  - Persist through multiple attempts and validate outcomes at each step.  
  - Use the Linksys app for adding and managing mesh nodes.

---

### Coach Appendix

- **Highest-signal weekly trend:** Protocol adherence dropped significantly, with multiple calls showing failure to follow KB procedures (e.g., incorrect pairing methods, missed workarounds).  
- **Recurring technical pattern:** Frequent errors in admin URLs, login methods, and troubleshooting steps, particularly in MBE7000 and WHW01 cases.  
- **Evidence:**  
  - Missed KB workaround for MBE7000 error 2179 [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/)  
  - Incorrect admin URL guidance for MBE7000 [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/)

---

### This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) | 2026-06-01 19:04:21+00:00 | 1.0 | OUTBOUND | MX8500 | CONNECTIVITY | Abandoned or vague |
| [#TE00023348](https://linksys.happyfox.com/staff/ticket/23348/) | 2026-06-01 22:34:31+00:00 | 1.4 | OUTBOUND | MX6200 | CONNECTIVITY | Pending resolution |
| [#LTS00131738](https://linksys.happyfox.com/staff/ticket/131738/) | 2026-06-02 00:11:06+00:00 | 1.8 | INBOUND | WHW01 | SETUP | Likely fixed unconfirmed |
| [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-06-02 22:08:03+00:00 | 3.5 | OUTBOUND | MR8300 | CONNECTIVITY | ✓ Resolved |
| [#LTS00130178](https://linksys.happyfox.com/staff/ticket/130178/) | 2026-06-03 00:43:35+00:00 | 1.8 | INBOUND | MR2000 | CONNECTIVITY | Pending resolution |
| [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) | 2026-06-04 18:21:04+00:00 | 1.1 | OUTBOUND | MX8500 | CONNECTIVITY | Abandoned or vague |
| [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) | 2026-06-04 22:19:41+00:00 | 1.3 | OUTBOUND | MBE7000 | CONNECTIVITY | Abandoned or vague |
| [#TE00124455](https://linksys.happyfox.com/staff/ticket/124455/) | 2026-06-04 22:38:40+00:00 | 1.6 | OUTBOUND | MBE7000 | CONNECTIVITY | Abandoned or vague |
| [#TE00131478](https://linksys.happyfox.com/staff/ticket/131478/) | 2026-06-05 23:40:44+00:00 | 1.8 | OUTBOUND | MBE7000 | CONNECTIVITY | Likely fixed unconfirmed |
| [#TE00132422](https://linksys.happyfox.com/staff/ticket/132422/) | 2026-06-06 00:22:26+00:00 | 3.3 | OUTBOUND | MX6200 | CONNECTIVITY | ✓ Resolved |