# raquel.intong@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 |
| --- | --- | --- | --- | --- | --- |
| 16 | 24m 36s | MX4200 | CONNECTIVITY | 16 | 1 |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 2.20 | 16 |
| Protocol | 1.90 | 16 |
| Communication | 2.10 | 16 |
| Overall | 2.20 | 16 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 6 | 37m 10s | 2.12 | 2.17 | 1.83 | 2.00 | Outlier: 1.9x weekly median handle time |
| MBE | 1 | 24m 27s | 2.80 | 2.00 | 2.00 | 2.00 |  |
| E | 1 | 19m 15s | 1.80 | 1.00 | 2.00 | 3.00 |  |
| WHW | 3 | 19m 7s | 2.47 | 2.00 | 1.67 | 2.00 |  |
| MR | 3 | 17m 51s | 2.17 | 2.33 | 1.67 | 2.33 |  |
| EA | 2 | 12m 20s | 2.90 | 4.00 | 2.00 | 2.00 |  |
| OTHER | 1 | 6m 44s | 1.10 | 1.00 | 1.00 | 2.00 |  |

**Key Observations**
- MX is the slowest family at 37m 10s; outlier: 1.9x weekly median handle time.
- MBE is one of the slowest families at 24m 27s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 9 | 24m 52s | 2.10 | 2.00 | 2.00 | 2.20 | ✓ |
| SETUP | 3 | 16m 13s | 2.50 | 2.30 | 1.70 | 2.00 |  |
| ACCESS | 2 | 17m 38s | 2.30 | 3.00 | 1.50 | 1.50 | ✓ |
| HARDWARE | 1 | 27m 35s | 1.60 | 1.00 | 1.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Reduce technical inaccuracies (e.g., incorrect URLs, LED descriptions, model references).
- Improve verification of internet connectivity and troubleshooting steps before escalation or closure.
- Enhance protocol adherence (e.g., serial number collection, warranty verification, case documentation).

## What Went Well

### Effective Mesh Restoration
Raquel successfully restored Wi‑Fi connectivity for a customer with a failed MX‑4200 mesh setup by replacing the main node, executing a 5‑press reset, and rebuilding the mesh network. The customer reported full functionality post‑call.

### Adaptive Troubleshooting
When initial power‑cycling failed, Raquel pivoted to hardware replacement and guided the customer through node re‑addition, demonstrating initiative and problem‑solving under pressure.

### Clear Ticket Documentation
Raquel provided a concise ticket number (#LTS00131535) and actionable post‑call guidance, ensuring the customer knew how to monitor and maintain their setup.

---

## Growth Opportunities

### Verify Connectivity Before Closure
**Improvement:** Confirm internet connectivity (e.g., “Can you browse a website?”) after each major troubleshooting step, especially before ending calls or escalating.  
**Next Step:** Use a scripted verification checklist: “Ping, browse, and check email” to close only after all three succeed.

### Accurate Technical Guidance
**Improvement:** Avoid instructing customers to use `HTTPS` with `myrouter.local` (invalid for local access) and ensure default passwords and LED descriptions match KB articles.  
**Next Step:** Reference the “Local Access URLs” KB article before guiding customers through UI navigation.

---

## Next Week's Focus

1. **Connectivity Verification:** Add a quick “Can you open google.com?” check after each WAN/modem reboot.  
2. **Model Confirmation:** Verify product model and serial number within the first 30 seconds of every call.  
3. **LED Accuracy:** Review KB for MX/WHW LED meanings; replace “pink/purple” references with “blue/white.”  
4. **Escalation Readiness:** Document all pre‑escalation steps (model, firmware, steps tried) before transferring to L2.

---

## Technical Accuracy

**Improvement**  
Provided incorrect URL scheme (`HTTPS` instead of `HTTP`) for accessing router admin page `[#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/)`.  

**Improvement**  
Misrepresented LED behavior for MX4200, claiming “solid pink/purple” lights which do not exist for this model `[#LTS00082539](https://linksys.happyfox.com/staff/ticket/82539/)`.  

**Improvement**  
Incorrectly referenced a non‑existent “M4000” model during escalation, leading to potential customer confusion `[#TE00027382](https://linksys.happyfox.com/staff/ticket/27382/)`.  

**Improvement**  
Provided invalid recovery URL (`https://[REDACTED_PHONE]/systinfo.cgi`), which is not a valid Linksys admin or diagnostics page `[#LTS00132360](https://linksys.happyfox.com/staff/ticket/132360/)`.  

**Improvement**  
Failed to verify WAN/modem connectivity before proceeding with mesh troubleshooting, leading to unresolved internet connectivity `[#LTS00131965](https://linksys.happyfox.com/staff/ticket/131965/)`.  

---

## Escalation Lessons: What L2 Did

### [#TE00