# paulo.real@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 | | --- | --- | --- | --- | --- | --- | | 11 | 29m 48s | MX6200 | CONNECTIVITY | 9 | 5 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.36 | 11 | | Protocol | 1.73 | 11 | | Communication | 2.00 | 11 | | Overall | 2.00 | 11 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | EA | 1 | 73m 2s | 1.40 | 1.00 | 1.00 | 2.00 | Outlier: 2.5x weekly median handle time | | MX | 4 | 35m 28s | 2.05 | 2.00 | 1.75 | 1.75 | | | WHW | 3 | 29m 31s | 2.40 | 3.00 | 2.00 | 2.33 | | | OTHER | 1 | 9m 54s | 3.10 | 5.00 | 2.00 | 2.00 | | | MR | 2 | 6m 26s | 1.35 | 1.00 | 1.50 | 1.50 | | **Key Observations** - EA is the slowest family at 73m 2s; outlier: 2.5x weekly median handle time. - MX is one of the slowest families at 35m 28s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 5 | 17m 10s | 1.82 | 2.40 | 1.80 | 1.80 | ✓ | | SETUP | 4 | 40m 0s | 1.95 | 1.75 | 1.50 | 2.00 | ✓ | | ACCESS | 1 | 6m 43s | 2.70 | 4.00 | 2.00 | 3.00 | | ## Week-over-Week Movement - Improve accuracy in technical guidance, especially for factory reset procedures and model-specific instructions. - Verify warranty status and collect serial numbers before proceeding with troubleshooting. - Avoid premature closure of calls without confirming resolution. ## What Went Well - **Accurate troubleshooting guidance in specific calls** > Successfully guided customer to reset admin password using recovery key and walked customer through Wi-Fi configuration and confirmed final functionality. [#LTS00132152](https://linksys.happyfox.com/staff/ticket/132152/) - **Clear communication of refund policy** > Clearly communicated the refund amount offered and apologized for the inconvenience. [#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/) --- ### Growth Opportunities - **Incorrect technical guidance and model misidentification** > Agent provided materially incorrect reset procedure: instructed customer to wait for light to turn off before releasing reset button, contradicting KB (should release after solid blue). Misidentified WHW01 child nodes as WHW03. [#LTS00132504](https://linksys.happyfox.com/staff/ticket/132504/) - **Failure to verify warranty or collect critical information** > Failed to verify warranty status in the system. Did not request or record serial number or proof of purchase. [#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/) [#LTS00132511](https://linksys.happyfox.com/staff/ticket/132511/) --- ### Next Week's Focus - **Verify warranty status and collect serial numbers before proceeding with troubleshooting.** - **Use the correct 10-second factory reset procedure for WHW03 devices, not the 5-press method.** - **Confirm model numbers and avoid misidentification of devices.** - **Provide step-by-step instructions for factory resets and validate recovery key use.** --- ### Technical Accuracy - **Improvement** > Agent incorrectly claimed EA9500 has no recovery-key option, contrary to KB, and provided false end-of-support date. [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) - **Improvement** > Agent provided incorrect factory reset duration (20 seconds vs. 10 seconds per KB) and wrong default password guidance ('admin'). [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) - **Improvement** > Agent provided factually incorrect setup guidance, misidentified brand, and falsely claimed EA1200 is unsupported. [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) - **Improvement** 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. [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) - **Improvement** > Agent failed to collect router model and serial number, skipped basic troubleshooting, and did not confirm customer email. [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) --- ### Coaching Moments - **Improvement** > color of yeah, what's the status light on the on the top of the lynchis router? Yeah, what are the lights that are lit at the top? [silence] Okay. Yeah, because if it's it was on orange, then then that indicates that the router is not properly configured. [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) - **Improvement** > Okay. So the by default I think this is, oh let me make sure actually. Yeah. So by default it does not have a wireless password you'll have to create a password for this if this is initial setup. [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) - **Improvement** > Okay. And is that the Linksys router which is connected directly to the modem? Okay. And can I have the model numbers of that router? Is it the W H W three? Yes. The one that is wired to the modem. Okay. Can you... [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) --- ### Escalation Lessons: What L2 Did ### [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) — Resolved by Level 2 - **What L1 saw**: MX5500 child node not connecting/adding; primary node working; three WHW01 connected; one MX5500 blinking blue, refuses to connect. - **Why it escalated**: L1 suggested full factory reset but did not provide steps or validate recovery key use; no resolution achieved. - **Related call chain**: Multiple calls from the same customer showing persistent unresolved issues. - **What L2 did**: Performed callback, diagnosed blinking blue as a possible hardware issue, and resolved the case. - **Current state**: Resolved. - **L1 learning points**: - Always provide step-by-step factory reset instructions. - Validate recovery key use before suggesting resets. - Document troubleshooting steps clearly to avoid repeat contacts. ### [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) — Resolved by Level 2 - **What L1 saw**: EA8300 showing solid orange light, no internet, cannot access router admin page. - **Why it escalated**: L1 provided incorrect factory reset duration and password guidance, ending with ISP referral. - **Related call chain**: Escalated after L1 failed to isolate root cause. - **What L2 did**: Performed advanced troubleshooting, including isolating router from modem and performing correct resets. - **Current state**: Resolved. - **L1 learning points**: - Use correct 10-second factory reset for EA8300. - Avoid instructing use of 'admin' as default password. - Confirm router model and serial number before troubleshooting. ### [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) — Resolved by Level 2 - **What L1 saw**: WHW03 mesh nodes not connecting; LEDs flashing red/purple; cannot access router admin page after new ISP setup. - **Why it escalated**: L1 used unsupported 5-press reset and incorrect IP address. - **Related call chain**: Escalated after L1 misdiagnosed the issue. - **What L2 did**: Provided correct 10-second factory reset, used correct IP address, and verified WAN connection. - **Current state**: Resolved. - **L1 learning points**: - Use 10-second factory reset for WHW03, not 5-press. - Use correct IP address ([REDACTED_PHONE]) or myrouter.info. - Verify WAN connection before proceeding with configuration. ### [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) — Resolved by Level 2 - **What L1 saw**: WHW03 unable to access web UI to separate Wi-Fi bands. - **Why it escalated**: L1 failed to collect model and serial number, skipped basic troubleshooting. - **Related call chain**: Escalated after L1 provided incorrect URL workaround. - **What L2 did**: Provided correct direct-URL workaround and suggested factory reset if URL fails. - **Current state**: Resolved. - **L1 learning points**: - Collect router model and serial number. - Verify customer can reach router on local network before suggesting URL. - Confirm customer email before promising to send information. ### [#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/) — Resolved by Level 2 - **What L1 saw**: WUSB6300 v2 intermittent wireless connection; customer asked for refund. - **Why it escalated**: L1 did not verify warranty status or collect serial number. - **Related call chain**: Escalated after L1 offered refund without proper verification. - **What L2 did**: Confirmed product discontinuation, offered prorated refund, and required customer-paid return shipping. - **Current state**: Resolved. - **L1 learning points**: - Verify warranty status in the system. - Collect serial number and proof of purchase. - Offer proper RMA/return process or manager escalation for dissatisfied customers. --- ### Coach Appendix - **Highest-signal weekly trend**: Inconsistent technical guidance and misidentification of device models led to prolonged handle times and lower accuracy scores. - **Recurring pattern**: Failure to collect critical information (model, serial number, warranty status) before troubleshooting, leading to repeated escalations and unresolved issues. - **Evidence**: - Incorrect factory reset procedures and model misidentification in multiple calls. - Lack of warranty verification and serial number collection in refund-related cases. --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) | 2026-06-01 19:38 | 1.7 | INBOUND | MR5500 | CONNECTIVITY | ↑ Escalated | | [#TE00131644](https://linksys.happyfox.com/staff/ticket/131644/) | 2026-06-01 22:38 | 1.4 | OUTBOUND | EA8300 | SETUP | ↑ Escalated | | [#TE00121320](https://linksys.happyfox.com/staff/ticket/121320/) | 2026-06-02 22:27 | 1.0 | INBOUND | MR5500 | CONNECTIVITY | ↑ Escalated | | [#TE00131905](https://linksys.happyfox.com/staff/ticket/131905/) | 2026-06-02 23:50 | 1.7 | OUTBOUND | WHW03 | SETUP | ↑ Escalated | | [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) | 2026-06-04 00:05 | 2.7 | OUTBOUND | WHW03 | ACCESS | ⏳ Pending | | [#LTS00132152](https://linksys.happyfox.com/staff/ticket/132152/) | 2026-06-04 00:38 | 2.8 | INBOUND | MX6200 | SETUP | ✓ Resolved | | [#TE00132488](https://linksys.happyfox.com/staff/ticket/132488/) | 2026-06-05 22:53 | 3.1 | INBOUND | WUSB6300 | CONNECTIVITY | ✓ Resolved | | [#LTS00132502](https://linksys.happyfox.com/staff/ticket/132502/) | 2026-06-05 23:26 | 2.8 | INBOUND | WHW03 | SETUP | ✓ Resolved | | [#LTS00132504](https://linksys.happyfox.com/staff/ticket/132504/) | 2026-06-06 00:21 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | ⚠ Closed incorrectly | | [#LTS00132511](https://linksys.happyfox.com/staff/ticket/132511/) | 2026-06-06 01:16 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | — | | [#LTS00132511](https://linksys.happyfox.com/staff/ticket/132511/) | 2026-06-06 01:40 | 1.8 | INBOUND | MX6200 | CONNECTIVITY | ↑ Escalated |