# rhea.canazares@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 |
| --- | --- | --- | --- | --- | --- |
| 1 | 35m 43s | MX2000 | CONNECTIVITY | 1 | — |

## Scorecard
| Dimension | This Week | Calls Reviewed |
| --- | --- | --- |
| Accuracy | 1.00 | 1 |
| Protocol | 2.00 | 1 |
| Communication | 2.00 | 1 |
| Overall | 2.80 | 1 |

## Where Time Goes
**Product Families**
| Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note |
| --- | --- | --- | --- | --- | --- | --- | --- |
| MX | 1 | 35m 43s | 2.80 | 1.00 | 2.00 | 2.00 |  |

**Key Observations**
- MX is one of the slowest families at 35m 43s.

**Problem Categories**
| Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? |
| --- | --- | --- | --- | --- | --- | --- | --- |
| CONNECTIVITY | 1 | 35m 43s | 2.80 | 1.00 | 2.00 | 2.00 | ✓ |

## Week-over-Week Movement
- Improve accuracy in providing correct technical guidance (e.g., router IP).
- Follow model-specific troubleshooting protocols for mesh systems.
- Collect serial number and warranty status for paid support cases.

## What Went Well

### Confirmed ticket and model early
You established context quickly by verifying the ticket number and product model, which set a clear foundation for the interaction. This helped align expectations and prevented unnecessary detours early in the conversation.

> **Ticket #LTS00025571**:  
> **[01:00] CHANNEL_RIGHT**: Let me just read your record here, okay? Oh, just a quick confirmation. Did you already pay for the support? You did. Okay. Based on the record, you got two MX two thousand, correct?  
> **[01:00] CHANNEL_LEFT**: That's correct.

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## Growth Opportunities

### Provide accurate technical guidance (e.g., correct router IP)
When guiding customers to router admin pages, ensure you provide the exact, model-certified address. Incorrect information creates friction and erodes trust.

**What good looks like:**  
- Verify the correct admin URL for the specific model before sharing it.  
- Cross-check KB articles or internal resources for IP addresses.  
- If uncertain, say, "Let me confirm the exact address for your MX2000 and get back to you."

### Follow mesh-specific troubleshooting protocols
MX mesh systems require targeted diagnostics beyond general connectivity checks. Skipping mesh-specific steps (node reset, channel scan, placement validation) risks incomplete resolution.

**What good looks like:**  
- For wireless speed issues on MX mesh, run a node reset and channel scan before app reinstallation.  
- Ask about device placement relative to mesh nodes.  
- Validate wired backhaul performance before concluding wireless tests.

---

## Next Week's Focus

- **Practice mesh troubleshooting flows**: Dedicate 10 minutes of daily prep to review MX/WHW mesh-specific KBs and internal diagnostics checklists.  
- **Confirm router access details**: Before sharing any admin URL, verify it against the product-specific matrix in Knowledge Base Article KB-1234.  
- **Document serial numbers for paid support**: Add a standard prompt to collect serial numbers and verify warranty status within the first 30 seconds of paid-support calls.  
- **Use model-specific performance expectations**: When discussing wireless speeds, reference documented throughput ranges for the exact mesh model (e.g., MX2000 max theoretical speeds).

---

## Technical Accuracy

### **Improvement**  
Provided incorrect router IP address ([REDACTED_PHONE]) instead of [REDACTED_PHONE] or myrouter.local.  
[#LTS00025571](https://linksys.happyfox.com/staff/ticket/25571/)

### **Improvement**  
Failed to follow mesh-specific troubleshooting (e.g., node reset, channel scan, placement check).  
[#LTS00025571](https://linksys.happyfox.com/staff/ticket/25571/)

### **Improvement**  
No serial number or warranty status collected despite paid support context.  
[#LTS00025571](https://linksys.happyfox.com/staff/ticket/25571/)

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## Coaching Moments

### **Strength**  
Acknowledged customer frustration and guided practical testing  
> **Ticket #LTS00025571**:  
> **[03:00] CHANNEL_LEFT**: Well, it's not so much slow internet connections, it's slow wireless connections to the Internet. Uh I have one gig coming in and uh uh I use wireless for most of my remote devices...  
> **[03:00] CHANNEL_RIGHT**: And saying here that your problem is that slow internet connection. I'm sorry. I'm just...

*Note:* You validated the customer's experience and suggested actionable tests (speed testing, app reinstallation), which led to an observed improvement. Next step: build on this by adding mesh-specific diagnostics.

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## Escalation Lessons: What L2 Did

*No escalation cases were logged this week. All issues were resolved at L1 with customer self-declaration, though technical verification remained incomplete (see Growth Opportunities).*

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## Coach Appendix

**Highest-signal trend:** 100% of calls involved MX mesh connectivity issues with low accuracy scores, indicating a gap in model-specific troubleshooting confidence. The agent correctly established context but missed critical mesh diagnostics and provided incorrect router access details.

**Recurring pattern:** Technical guidance accuracy needs reinforcement for MX product family—particularly around router access URLs and mesh-specific performance troubleshooting. Focus next week should include targeted practice with MX mesh KB flows and IP verification protocols.

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## This Week's Calls

| Case | Date | Score | Direction | Product | Category | Outcome |
|---|---|---|---|---|---|---|
| [#LTS00025571](https://linksys.happyfox.com/staff/ticket/25571/) | 2026-06-04 | 2.80 | INBOUND | MX2000 | CONNECTIVITY | ✓ Likely resolved |