# regin.magnetico@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 | | --- | --- | --- | --- | --- | --- | | 53 | 17m 4s | MX4200 | CONNECTIVITY | 53 | 1 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.70 | 53 | | Protocol | 1.80 | 53 | | Communication | 2.10 | 53 | | Overall | 2.30 | 53 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 12 | 28m 59s | 2.45 | 3.25 | 1.75 | 2.17 | Outlier: 1.6x weekly median handle time | | MR | 9 | 21m 31s | 2.04 | 2.67 | 1.33 | 1.89 | | | EA | 8 | 20m 30s | 1.79 | 2.25 | 1.62 | 2.00 | | | WHW | 9 | 19m 39s | 1.79 | 1.89 | 1.56 | 1.89 | | | SPN | 9 | 19m 21s | 2.58 | 3.00 | 1.89 | 2.11 | | | WRT | 2 | 16m 28s | 2.15 | 2.00 | 2.00 | 2.00 | | | RE | 2 | 14m 28s | 3.00 | 3.50 | 2.00 | 2.50 | | | E | 4 | 7m 41s | 2.02 | 3.00 | 2.00 | 2.00 | | | MBE | 1 | 6m 37s | 1.00 | 1.00 | 1.00 | 1.00 | | | LN | 1 | 5m 33s | 2.00 | 2.00 | 2.00 | 2.00 | | **Key Observations** - MX is the slowest family at 28m 59s; outlier: 1.6x weekly median handle time. - MR is one of the slowest families at 21m 31s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 25 | 19m 16s | 2.20 | 2.70 | 1.80 | 2.10 | ✓ | | SETUP | 10 | 20m 34s | 2.10 | 2.90 | 1.80 | 2.10 | ✓ | | ACCESS | 9 | 15m 26s | 2.40 | 3.10 | 1.90 | 2.20 | | | CONFIGURATION | 5 | 31m 22s | 2.00 | 2.40 | 1.60 | 2.20 | ✓ | ## Week-over-Week Movement - Improve model identification accuracy - Enhance protocol adherence for troubleshooting steps - Reduce premature escalation to paid support - Provide correct technical guidance for mesh node recovery ## What Went Well > **Correct troubleshooting guidance for MX6200 node recovery** > Agent provided correct 5-press pairing instructions for MX6200 per KB. > [#LTS00073871](https://linksys.happyfox.com/staff/ticket/73871/) > **Effective use of recovery key for admin password reset** > Agent correctly guided the customer through admin password reset using the five-digit recovery key. > [#LTS00073871](https://linksys.happyfox.com/staff/ticket/73871/) --- ## Growth Opportunities > **Incorrect model identification leading to wrong troubleshooting steps** > Customer explicitly stated "Velop System Pro 7", but agent assumed MBE7000 (Cognitive Mesh). This led to incorrect LED behavior interpretation and troubleshooting paths. > [#LTS00131582](https://linksys.happyfox.com/staff/ticket/131582/) > **Failure to follow standard troubleshooting protocols** > Agent skipped standard troubleshooting flow for a non-functioning router and did not verify power or WAN connection before declaring the device dead. > [#LTS00131578](https://linksys.happyfox.com/staff/ticket/131578/) --- ## Next Week's Focus - **Verify product model and serial number** before initiating any troubleshooting steps. - **Standardize mesh node recovery procedures** (e.g., Pair button vs. 5-press) based on product family. - **Reinforce WAN/LED status checks** for CONNECTIVITY issues to reduce handle time variability. - **Document and share complex configurations** (e.g., parental controls, firmware updates) to improve accuracy and consistency. --- ## Technical Accuracy **Improvement** Incorrect model identification: Customer explicitly stated 'Velop System Pro 7', but agent assumed MBE7000 (Cognitive Mesh). This led to incorrect LED behavior interpretation and troubleshooting paths. [#LTS00131582](https://linksys.happyfox.com/staff/ticket/131582/) **Improvement** Used invalid 5-press pairing method on MX4200 (correct method is Pair button). This is a critical technical error for Velop mesh systems. [#LTS00132015](https://linksys.happyfox.com/staff/ticket/132015/) **Strength** Correct application of 5-press pairing method for supported Cognitive Mesh models demonstrates technical accuracy. [#LTS00073871](https://linksys.happyfox.com/staff/ticket/73871/) --- ## Coaching Moments **Improvement** Incorrect admin URL guidance can prevent customers from accessing router settings, leading to unresolved issues. [#LTS00132040](https://linksys.happyfox.com/staff/ticket/132040/) **Improvement** Providing inaccurate information about product compatibility creates confusion and erodes customer trust. [#LTS00132103](https://linksys.happyfox.com/staff/ticket/132103/) --- ## Escalation Lessons: What L2 Did ### [#TE00132294](https://linksys.happyfox.com/staff/ticket/132294/) — Resolved by Level 2 - **What L1 saw:** Customer reported inability to connect HP OfficeJet Pro 8030 printer to Linksys mesh Wi-Fi network. Agent provided incorrect admin URLs, confused password types, gave flawed SSID instructions, and ultimately refused assistance, citing the printer as 'third party.' - **Why it escalated:** Agent failed to collect product details, used invalid troubleshooting methods, and declined to assist with a valid connectivity issue. - **Related call chain:** This was a repeat contact (call_id: 6bd54428-60d6-11f1-83ea-42010a62006f) where prior attempts also failed. - **What L2 did:** L2 likely provided correct mesh configuration guidance, verified printer compatibility with 2.4 GHz, and possibly assisted with SSID settings or direct Ethernet connection. - **Current state:** Resolved by L2. - **L1 learning points:** 1. Always confirm product model and gather serial number before troubleshooting. 2. For printer connectivity, guide customers to use 2.4 GHz band and verify SSID matches printer capabilities. 3. Avoid refusing assistance for third-party devices; focus on network configuration steps within Linksys scope. --- ## Coach Appendix *No actionable appendix material this week.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131573](https://linksys.happyfox.com/staff/ticket/131573/) | 2026-06-01 11:14:51 | 3.00 | INBOUND | SPNMX57CF | CONNECTIVITY | No clear path given | | [#LTS00131572](https://linksys.happyfox.com/staff/ticket/131572/) | 2026-06-01 12:03:53 | 1.80 | INBOUND | WHW03 | SETUP | Email promised, issue open | | [#LTS00131573](https://linksys.happyfox.com/staff/ticket/131573/) | 2026-06-01 12:14:51 | 3.00 | INBOUND | SPNMX57CF | CONNECTIVITY | Callback set | | [#LTS00131578](https://linksys.happyfox.com/staff/ticket/131578/) | 2026-06-01 12:24:54 | 3.00 | INBOUND | SPNMX57CF | ACCESS | Closed with self-help | | [#LTS00131582](https://linksys.happyfox.com/staff/ticket/131582/) | 2026-06-01 12:49:06 | 1.00 | INBOUND | MBE7000 | SETUP | Abandoned or vague | | [#LTS00131584](https://linksys.happyfox.com/staff/ticket/131584/) | 2026-06-01 13:03:27 | 2.30 | INBOUND | MR8300 | ACCESS | Pending resolution | | [#LTS00082539](https://linksys.happyfox.com/staff/ticket/82539/) | 2026-06-01 13:09:29 | 1.20 | INBOUND | MX4200 | CONNECTIVITY | Abandoned or vague | | [#LTS00131593](https://linksys.happyfox.com/staff/ticket/131593/) | 2026-06-01 13:40:23 | 1.00 | INBOUND | MR20MS | SETUP | Abandoned or vague | | [#LTS00128079](https://linksys.happyfox.com/staff/ticket/128079/) | 2026-06-01 15:12:59 | 3.30 | INBOUND | MX5500 | SETUP | Closed with self-help | | [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) | 2026-06-01 15:39:26 | 2.30 | INBOUND | SPNMX55GC | CONNECTIVITY | Pending resolution | | [#LTS00073871](https://linksys.happyfox.com/staff/ticket/73871/) | 2026-06-01 16:17:20 | 3.90 | INBOUND | MX6200 | CONNECTIVITY | ✓ Resolved | | [#LTS00094243](https://linksys.happyfox.com/staff/ticket/94243/) | 2026-06-01 16:37:21 | 1.00 | INBOUND | WRT54GS2 | CONNECTIVITY | Abandoned or vague | | [#LTS00131646](https://linksys.happyfox.com/staff/ticket/131646/) | 2026-06-01 17:09:01 | 1.80 | INBOUND | E5350 | ACCESS | Abandoned or vague | | [#LTS00128369](https://linksys.happyfox.com/staff/ticket/128369/) | 2026-06-01 17:35:14 | 1.40 | OUTBOUND | EA7300 | CONFIGURATION | Callback or followup set | | [#LTS00131664](https://linksys.happyfox.com/staff/ticket/131664/) | 2026-06-01 18:27:05 | 2.00 | INBOUND | LN1100 | ACCESS | Callback set | | [#LTS00131674](https://linksys.happyfox.com/staff/ticket/131674/) | 2026-06-01 19:00:02 | 1.50 | INBOUND | WHW03 | CONNECTIVITY | Incorrectly closed | | [#LTS00131691](https://linksys.happyfox.com/staff/ticket/131691/) | 2026-06-01 20:21:21 | 2.80 | INBOUND | WHW01 | CONNECTIVITY | Closed with self-help | | [#LTS00131810](https://linksys.happyfox.com/staff/ticket/131810/) | 2026-06-02 12:55:53 | 2.80 | INBOUND | SPNMX55GC | ACCESS | Pending resolution | | [#LTS00128369](https://linksys.happyfox.com/staff/ticket/128369/) | 2026-06-02 14:40:12 | 1.10 | OUTBOUND | EA7300 | CONFIGURATION | Abandoned or vague | | [#LTS00128369](https://linksys.happyfox.com/staff/ticket/128369/) | 2026-06-02 15:01:19 | 2.20 | OUTBOUND | EA7300 | CONFIGURATION | Callback or followup set | | [#LTS00131836](https://linksys.happyfox.com/staff/ticket/131836/) | 2026-06-02 15:51:32 | 2.80 | INBOUND | MX5500 | SETUP | Likely fixed unconfirmed | | [#LTS00131857](https://linksys.happyfox.com/staff/ticket/131857/) | 2026-06-02 16:49:37 | 2.00 | INBOUND | EA7500 | ACCESS | Callback or followup set | | [#LTS00131870](https://linksys.happyfox.com/staff/ticket/131870/) | 2026-06-02 17:37:09 | 1.80 | INBOUND | MX5300 | CONNECTIVITY | Abandoned or vague | | [#LTS00131874](https://linksys.happyfox.com/staff/ticket/131874/) | 2026-06-02 17:53:30 | 2.30 | INBOUND | MR8300 | CONNECTIVITY | Pending resolution | | [#LTS00131878](https://linksys.happyfox.com/staff/ticket/131878/) | 2026-06-02 18:10:02 | 1.80 | INBOUND | MX2000 | CONNECTIVITY | Incorrectly closed | | [#LTS00131897](https://linksys.happyfox.com/staff/ticket/131897/) | 2026-06-02 19:50:43 | 1.80 | INBOUND | EA6400 | CONNECTIVITY | Abandoned or vague | | [#LTS00132010](https://linksys.happyfox.com/staff/ticket/132010/) | 2026-06-03 12:55:41 | 1.70 | INBOUND | E5400 | CONNECTIVITY | Abandoned or vague | | [#LTS00132012](https://linksys.happyfox.com/staff/ticket/132012/) | 2026-06-03 13:04:00 | 2.80 | INBOUND | E2500 | CONNECTIVITY | Closed with self-help | | [#LTS00132015](https://linksys.happyfox.com/staff/ticket/132015/) | 2026-06-03 13:59:17 | 1.30 | INBOUND | MX4200 | CONNECTIVITY | Incorrectly closed | | [#LTS00132040](https://linksys.happyfox.com/staff/ticket/132040/) | 2026-06-03 15:55:23 | 1.40 | INBOUND | MR8300 | SETUP | Incorrectly closed | | [#LTS00132049](https://linksys.happyfox.com/staff/ticket/132049/) | 2026-06-03 16:37:28 | 2.80 | INBOUND | MR8300 | CONNECTIVITY | Customer declined path | | [#LTS00132071](https://linksys.happyfox.com/staff/ticket/132071/) | 2026-06-03 17:13:12 | 2.30 | INBOUND | MR20MS | SETUP | Callback or followup set | | [#LTS00131731](https://linksys.happyfox.com/staff/ticket/131731/) | 2026-06-03 17:44:56 | 1.80 | INBOUND | E2500 | SETUP | Abandoned or vague | | [#LTS00132095](https://linksys.happyfox.com/staff/ticket/132095/) | 2026-06-03 18:54:41 | 3.40 | INBOUND | MX4300 | CONNECTIVITY | ✓ Resolved | | [#LTS00132103](https://linksys.happyfox.com/staff/ticket/132103/) | 2026-06-03 19:20:34 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00132015](https://linksys.happyfox.com/staff/ticket/132015/) | 2026-06-03 20:00:18 | 1.70 | INBOUND | MX5300 | CONFIGURATION | Incorrectly closed | | [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-03 20:23:25 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00132220](https://linksys.happyfox.com/staff/ticket/132220/) | 2026-06-04 01:54:37 | 2.20 | INBOUND | SPNM60CF | CONNECTIVITY | Likely fixed unconfirmed | | [#LTS00132208](https://linksys.happyfox.com/staff/ticket/132208/) | 2026-06-04 11:59:22 | 2.80 | INBOUND | SPNM60CF | ACCESS | Closed with self-help | | [#LTS00132213](https://linksys.happyfox.com/staff/ticket/132213/) | 2026-06-04 12:21:58 | 1.10 | INBOUND | WHW03 | NO TROUBLESHOOTING NEEDED | Abandoned or vague | | [#LTS00132220](https://linksys.happyfox.com/staff/ticket/132220/) | 2026-06-04 13:03:35 | 2.20 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00132013](https://linksys.happyfox.com/staff/ticket/132013/) | 2026-06-04 13:26:23 | 4.70 | INBOUND | MX6200 | ACCESS | Closed correctly | | [#LTS00132238](https://linksys.happyfox.com/staff/ticket/132238/) | 2026-06-04 14:21:50 | 1.70 | INBOUND | MR9600 | CONNECTIVITY | Pending resolution | | [#LTS00132250](https://linksys.happyfox.com/staff/ticket/132250/) | 2026-06-04 15:16:22 | 2.00 | INBOUND | SPNMX55CF | CONNECTIVITY | Pending resolution | | [#LTS00132263](https://linksys.happyfox.com/staff/ticket/132263/) | 2026-06-04 16:26:10 | 2.80 | INBOUND | MR8300 | CONNECTIVITY | Closed with self-help | | [#LTS00132279](https://linksys.happyfox.com/staff/ticket/132279/) | 2026-06-04 17:21:24 | 2.80 | INBOUND | EA7300 | CONNECTIVITY | Closed with self-help | | [#LTS00132305](https://linksys.happyfox.com/staff/ticket/132305/) | 2026-06-04 19:29:49 | 3.30 | INBOUND | WRT3200ACM | CONNECTIVITY | ✓ Resolved | | [#LTS00132313](https://linksys.happyfox.com/staff/ticket/132313/) | 2026-06-04 19:35:24 | 1.00 | INBOUND | RE7350 | SETUP | Closed with self-help | | [#LTS00132294](https://linksys.happyfox.com/staff/ticket/132294/) | 2026-06-05 12:02:27 | 1.20 | INBOUND | MX4200 | CONNECTIVITY | Abandoned or vague | | [#LTS00132294](https://linksys.happyfox.com/staff/ticket/132294/) | 2026-06-05 12:27:23 | 1.50 | INBOUND | MX4200 | CONNECTIVITY | Escalated correctly | | [#LTS00132390](https://linksys.happyfox.com/staff/ticket/132390/) | 2026-06-05 12:42:03 | 2.10 | INBOUND | SPNMX42TS | ACCESS | Pending resolution | | [#LTS00132395](https://linksys.happyfox.com/staff/ticket/132395/) | 2026-06-05 13:13:00 | 1.80 | INBOUND | MR6350 | SETUP | ✓ Resolved | | [#LTS00131838](https://linksys.happyfox.com/staff/ticket/131838/) | 2026-06-05 15:42:53 | 2.50 | INBOUND | MX5300 | CONFIGURATION | Incorrectly closed | | [#LTS00132158](https://linksys.happyfox.com/staff/ticket/132158/) | 2026-06-05 16:56:26 | 1.60 | INBOUND | WHW03 | CONNECTIVITY | Abandoned or vague | | [#LTS00132440](https://linksys.happyfox.com/staff/ticket/132440/) | 2026-06-05 17:42:49 | 3.20 | INBOUND | RE9000 | SETUP | Likely fixed unconfirmed | | [#LTS00132448](https://linksys.happyfox.com/staff/ticket/132448/) | 2026-06-05 19:04:48 | 2.00 | OUTBOUND | EA9500 | CONNECTIVITY | Pending resolution | | [#LTS00132461](https://linksys.happyfox.com/staff/ticket/132461/) | 2026-06-05 19:35:24 | 1.00 | INBOUND | EA7430 | CONNECTIVITY | Abandoned or vague | |