# riojene.ladera@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 | | --- | --- | --- | --- | --- | --- | | 31 | 11m 50s | EA7500 | ACCESS | 31 | 3 | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.60 | 31 | | Protocol | 1.80 | 31 | | Communication | 2.00 | 31 | | Overall | 2.20 | 31 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | LN | 2 | 39m 52s | 1.80 | 1.00 | 2.00 | 2.00 | Outlier: 3.6x weekly median handle time | | EA | 6 | 16m 46s | 2.02 | 1.50 | 1.50 | 1.83 | Outlier: 1.5x weekly median handle time | | WHW | 5 | 11m 45s | 2.20 | 3.40 | 1.40 | 1.80 | | | MR | 5 | 11m 10s | 2.80 | 3.20 | 1.40 | 2.40 | | | MX | 7 | 9m 24s | 2.07 | 3.29 | 1.57 | 1.71 | | | OTHER | 1 | 8m 15s | 1.10 | 1.00 | 1.00 | 2.00 | | | E | 7 | 7m 46s | 2.37 | 2.86 | 1.86 | 2.00 | | **Key Observations** - LN is the slowest family at 39m 52s; outlier: 3.6x weekly median handle time. - EA is the slowest family at 16m 46s; outlier: 1.5x weekly median handle time. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | ACCESS | 10 | 11m 42s | 2.20 | 3.00 | 1.60 | 2.00 | ✓ | | SETUP | 8 | 10m 12s | 1.80 | 2.40 | 1.40 | 1.90 | ✓ | | CONNECTIVITY | 7 | 13m 36s | 2.30 | 3.10 | 1.70 | 2.00 | ✓ | | GENERAL INQUIRY | 3 | 17m 58s | 2.20 | 2.30 | 2.00 | 2.00 | | ## Week-over-Week Movement - Improve adherence to standard troubleshooting protocols - Reduce incorrect technical guidance - Enhance communication clarity and empathy ## What Went Well 1. **Accurate Product Recommendations** > “You can try the check MBE 7,000 or MX 6200. Yes, MBE 7,000… MX 6200.” [#GI00131685](https://linksys.happyfox.com/staff/ticket/131685/) *Provided clear, up-to-date options matching the customer’s 1 Gbps needs.* 2. **Clear Warranty Communication** > “Ma’am, what’s the serial number for your router? … Based on your records, the warranty has expired.” [#LTS00131649](https://linksys.happyfox.com/staff/ticket/131649/) *Set accurate expectations and offered self-help paths for out-of-warranty devices.* 3. **Polite Tone with Elderly Customer** > “Ma’am, I can assist you in separating the Wi‑Fi band. … Her name is Shelby West.” [#LTS00131649](https://linksys.happyfox.com/staff/ticket/131649/) *Demonstrated empathy and patience during a complex configuration request.* --- ## Growth Opportunities 1. **Avoid Incorrect Technical Claims** > “Wi‑Fi 4 router cannot work with Wi‑Fi 7 modem … no technical assistance for out-of-warranty devices.” [#LTS00131615](https://linksys.happyfox.com/staff/ticket/131615/) ***Next Step**: Verify compatibility claims against KB before advising customers. Always offer basic troubleshooting for out-of-warranty devices.* 2. **Follow Standard Troubleshooting Protocols** > “Did you plug an Ethernet cable to your main node? … They happen to connect an Ethernet…” [#LTS00035215](https://linksys.happyfox.com/staff/ticket/35215/) ***Next Step**: Systematically verify WAN connectivity (cable, LED, ISP status) before concluding issues are unsolvable.* --- ## Next Week's Focus 1. **WAN Validation First** *Always check Ethernet cables, WAN LED, and ISP status before declaring a router faulty.* 2. **Model/Serial Collection Early** *Ask for product model and serial number in the first 30 seconds to enable accurate guidance.* 3. **Standardized Setup Scripts** *Use step-by-step scripts for common setup issues (e.g., band separation, admin page access).* 4. **Empathy in Frustration** *Acknowledge customer frustration explicitly: “I understand this is frustrating. Let’s work through it together.”* --- ## Technical Accuracy | **Type** | **Quote** | **Note** | |---------------|-----------|----------| | **Improvement** | *None* | Incorrectly claimed Wi‑Fi 4 (EA7500) cannot work with Wi‑Fi 7 modem. No such incompatibility exists. [#LTS00131615](https://linksys.happyfox.com/staff/ticket/131615/) | | **Improvement** | *None* | Failed to perform basic WAN diagnostics (WAN LED, cable check) despite customer reporting no internet. [#LTS00131615](https://linksys.happyfox.com/staff/ticket/131615/) | | **Improvement** | *None* | Used 5‑press pairing on LN1600, which is unsupported (valid only for LN1100/LN1400/MX6200/MBE7000). [#GI00129451](https://linksys.happyfox.com/staff/ticket/129451/) | | **Improvement** | *None* | Provided malformed HTTPS URL for local admin access (local access uses HTTP only). [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) | *No dedicated technical accuracy signals were extracted this week beyond the above. Review Growth Opportunities and Escalation Lessons for technical patterns.* --- ## Coaching Moments | **Type** | **Quote** | **Note** | |---------------|-----------|----------| | **Strength** | “Ma’am, what’s the serial number for your router? … I can assist you in separating the Wi‑Fi band.” | Proactively gathered details and offered targeted help. [#LTS00131649](https://linksys.happyfox.com/staff/ticket/131649/) | | **Improvement** | “Your security, it means that you already have internet, however, you need to make changes with your router settings.” | Misstated that internet is required to access the router UI (false). [#LTS00131641](https://linksys.happyfox.com/staff/ticket/131641/) | --- ## Escalation Lessons: What L2 Did ### [#GI00129451](https://linksys.happyfox.com/staff/ticket/129451/) — Resolved by Level 2 | **Detail** | **Summary** | |---------------------|-------------| | **What L1 Saw** | Customer with LN1600 micro node couldn’t add it to MBE7000 mesh; node skipped nearest parent. | | **Why it Escalated**| L1 used unsupported 5‑press pairing and failed to verify backhaul signal. | | **What L2 Did** | Verified firmware versions, confirmed correct pairing method (Ethernet backhaul), and reconfigured mesh topology. | | **Current State** | Resolved. | | **L1 Learning Points** | 1. Use Ethernet backhaul for LN1600 (no 5‑press pairing). 2. Check signal strength between nodes. 3. Validate firmware compatibility before pairing. | ### [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) — Resolved by Level 2 | **Detail** | **Summary** | |---------------------|-------------| | **What L1 Saw** | WHW03 user couldn’t access admin page; blank blue screen with CloudFront errors. | | **Why it Escalated**| L1 provided incorrect HTTPS URL and claimed Linux web update caused issue. | | **What L2 Did** | Cleared browser cache, tested HTTP access, and confirmed router firmware was up‑to‑date. | | **Current State** | Resolved. | | **L1 Learning Points** | 1. Use HTTP (not HTTPS) for local admin access. 2. Guide customers through cache clearance. 3. Avoid speculative causes (e.g., “Linux updates”). | ### [#TE00132487](https://linksys.happyfox.com/staff/ticket/132487/) — Resolved by Level 2 | **Detail** | **Summary** | |---------------------|-------------| | **What L1 Saw** | MX5300 user couldn’t separate Wi‑Fi bands; UI redirected to Velop page. | | **Why it Escalated**| L1 lacked band‑separation steps and misidentified active node. | | **What L2 Did** | Confirmed parent node, guided through band separation via mobile app, and verified SSID changes. | | **Current State** | Resolved. | | **L1 Learning Points** | 1. Identify parent node before troubleshooting. 2. Use mobile app for band separation on MX series. 3. Confirm SSID changes post‑configuration. | --- ## Coach Appendix * **Weekly Trend**: Accuracy improved significantly (+0.51), but protocol adherence remains inconsistent, especially in WAN validation and troubleshooting flow. Focus on LN/EA families, which drive long handle times and unresolved cases. Prioritize standardized scripts for ACCESS and SETUP categories.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00131603](https://linksys.happyfox.com/staff/ticket/131603/) | 2026-06-01 | 1.0 | INBOUND | EA7300 | SETUP | No clear path given | | [#LTS00131615](https://linksys.happyfox.com/staff/ticket/131615/) | 2026-06-01 | 1.4 | INBOUND | EA7500 | SETUP | Incorrectly closed | | [#LTS00131627](https://linksys.happyfox.com/staff/ticket/131627/) | 2026-06-01 | 1.8 | INBOUND | E1200 | ACCESS | Abandoned or vague | | [#LTS00131641](https://linksys.happyfox.com/staff/ticket/131641/) | 2026-06-01 | 2.8 | INBOUND | EA8300 | ACCESS | Closed with self-help | | [#LTS00131649](https://linksys.happyfox.com/staff/ticket/131649/) | 2026-06-01 | 3.8 | INBOUND | MR8300 | CONFIGURATION | Closed with self-help | | [#LTS00035215](https://linksys.happyfox.com/staff/ticket/35215/) | 2026-06-01 | 1.8 | INBOUND | MX2000 | SETUP | Abandoned or vague | | [#LTS00035215](https://linksys.happyfox.com/staff/ticket/35215/) | 2026-06-01 | 1.8 | INBOUND | MX2000 | SETUP | Abandoned or vague | | [#LTS00131680](https://linksys.happyfox.com/staff/ticket/131680/) | 2026-06-01 | 2.8 | INBOUND | MR7500 | CONNECTIVITY | Customer declined path | | [#GI00131685](https://linksys.happyfox.com/staff/ticket/131685/) | 2026-06-01 | 3.9 | INBOUND | — | GENERAL INQUIRY | Closed with self-help | | [#LTS00131696](https://linksys.happyfox.com/staff/ticket/131696/) | 2026-06-01 | 1.1 | INBOUND | LRT224 | NO TROUBLESHOOTING NEEDED | Abandoned or vague | | [#LTS00131701](https://linksys.happyfox.com/staff/ticket/131701/) | 2026-06-01 | 2.8 | INBOUND | MX8500 | ACCESS | Closed with self-help | | [#LTS00131707](https://linksys.happyfox.com/staff/ticket/131707/) | 2026-06-01 | 1.8 | INBOUND | E5400 | SETUP | Pending resolution | | [#LTS00131710](https://linksys.happyfox.com/staff/ticket/131710/) | 2026-06-01 | 2.8 | INBOUND | E1200 | CONNECTIVITY | Closed with self-help | | [#LTS00013482](https://linksys.happyfox.com/staff/ticket/13482/) | 2026-06-01 | 1.8 | INBOUND | WHW01 | CONNECTIVITY | Abandoned or vague | | [#LTS00131825](https://linksys.happyfox.com/staff/ticket/131825/) | 2026-06-02 | 1.6 | INBOUND | E5400 | SETUP | Pending resolution | | [#LTS00131845](https://linksys.happyfox.com/staff/ticket/131845/) | 2026-06-02 | 1.6 | INBOUND | MX4200 | ACCESS | Pending resolution | | [#LTS00131891](https://linksys.happyfox.com/staff/ticket/131891/) | 2026-06-02 | 1.8 | INBOUND | EA7500 | ACCESS | Abandoned or vague | | [#GI00131894](https://linksys.happyfox.com/staff/ticket/131894/) | 2026-06-02 | 1.4 | INBOUND | — | GENERAL INQUIRY | Abandoned or vague | | [#GI00129451](https://linksys.happyfox.com/staff/ticket/129451/) | 2026-06-02 | 1.8 | INBOUND | LN1600 | CONNECTIVITY | Escalated correctly | | [#LTS00131912](https://linksys.happyfox.com/staff/ticket/131912/) | 2026-06-02 | 3.2 | INBOUND | WHW03 | ACCESS | Closed with self-help | | [#GI00131920](https://linksys.happyfox.com/staff/ticket/131920/) | 2026-06-02 | 2.9 | OUTBOUND | — | CONNECTIVITY | Closed with self-help | | [#GI00129451](https://linksys.happyfox.com/staff/ticket/129451/) | 2026-06-02 | 1.8 | OUTBOUND | LN1600 | GENERAL INQUIRY | Abandoned or vague | | [#LTS00132038](https://linksys.happyfox.com/staff/ticket/132038/) | 2026-06-03 | 1.8 | INBOUND | EA7300 | CONNECTIVITY | Closed with self-help | | [#LTS00132066](https://linksys.happyfox.com/staff/ticket/132066/) | 2026-06-03 | 2.8 | INBOUND | MR9600 | CONNECTIVITY | Closed with self-help | | [#TE00132129](https://linksys.happyfox.com/staff/ticket/132129/) | 2026-06-03 | 1.8 | INBOUND | WHW03 | ACCESS | Escalated correctly | | [#LTS00132278](https://linksys.happyfox.com/staff/ticket/132278/) | 2026-06-04 | 2.8 | INBOUND | E5350 | ACCESS | Closed with self-help | | [#LTS00132323](https://linksys.happyfox.com/staff/ticket/132323/) | 2026-06-04 | 2.8 | INBOUND | EA8100 | ACCESS | Closed with self-help | | [#LTS00132426](https://linksys.happyfox.com/staff/ticket/132426/) | 2026-06-05 | 2.8 | INBOUND | MX8500 | ACCESS | Closed with self-help | | [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-05 | 1.8 | INBOUND | E1200 | CONNECTIVITY | Closed with self-help | | [#LTS00131955](https://linksys.happyfox.com/staff/ticket/131955/) | 2026-06-05 | 2.8 | INBOUND | E1200 | CONNECTIVITY | Pending resolution | | [#LTS00132470](https://linksys.happyfox.com/staff/ticket/132470/) | 2026-06-05 | 2.8 | INBOUND | MR7350 | SETUP | Closed with self-help | | [#LTS00132480](https://linksys.happyfox.com/staff/ticket/132480/) | 2026-06-05 | 2.8 | INBOUND | WHW01 | SETUP | Closed with self-help | | [#TE00132487](https://linksys.happyfox.com/staff/ticket/132487/) | 2026-06-05 | 2.6 | INBOUND | MX5300 | ACCESS | Escalated correctly |