# rubierosa.levi@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 | | --- | --- | --- | --- | --- | --- | | 9 | 23m 44s | EA8100 | CONNECTIVITY | 9 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.12 | 8 | | Protocol | 1.88 | 8 | | Communication | 2.25 | 8 | | Overall | 2.34 | 8 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | EA | 3 | 63m 36s | 1.73 | 1.33 | 1.33 | 1.67 | Outlier: 2.9x weekly median handle time | | RE | 2 | 25m 27s | 2.80 | 3.50 | 2.00 | 3.00 | | | MR | 1 | 21m 53s | — | — | — | — | | | SPN | 2 | 16m 50s | 3.05 | 3.00 | 2.00 | 2.00 | | | MX | 1 | 8m 58s | 3.00 | 1.00 | 3.00 | 3.00 | | **Key Observations** - EA is the slowest family at 63m 36s; outlier: 2.9x weekly median handle time. - RE is one of the slowest families at 25m 27s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | CONNECTIVITY | 4 | 33m 15s | 2.15 | 1.75 | 1.75 | 2.25 | ✓ | | SETUP | 2 | 20m 0s | 2.80 | 2.50 | 1.50 | 2.50 | | | CONFIGURATION | 1 | 24m 43s | 2.80 | 3.00 | 2.00 | 3.00 | | | GENERAL INQUIRY | 1 | 17m 5s | 1.10 | 1.00 | 1.00 | 2.00 | ✓ | | ACCESS | 1 | 19m 53s | 3.30 | 5.00 | 3.00 | 2.00 | | ## Week-over-Week Movement - Improve technical accuracy in guidance, especially for Velop and non-Velop devices. - Enhance protocol adherence, including case creation and collection of essential product details. - Address unresolved calls and ensure follow-up for pending issues. ## What Went Well 1. **Adaptability in troubleshooting** > Successfully guided customer to access setup page by editing URL to 'welcome.html' [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/) 2. **Protocol adherence in case creation** > Collected customer name, phone number, and email accurately [#LTS00131999](https://linksys.happyfox.com/staff/ticket/131999/) --- ### Growth Opportunities 1. **Technical accuracy in guidance** > Inaccurate technical guidance: recovery-key reset is not a valid method for MX4200 Velop routers. This contradicts the KB, which specifies factory reset or app re-pairing for password recovery on Velop devices. [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) 2. **Protocol adherence and case management** > Failed to collect essential product details (model, serial, warranty) in multiple calls [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/) [#LTS00094562](https://linksys.happyfox.com/staff/ticket/94562/) --- ### Next Week's Focus - **Verify product details early:** Always collect model, serial number, and warranty status at the start of the call. - **Use correct reset methods:** For Velop devices, guide customers through factory reset or app re-pairing, not recovery key resets. - **Improve communication clarity:** Adapt your tone and pace for elderly or non-technical customers to ensure understanding. - **Follow through on promises:** If you schedule a callback or promise to send information, ensure it is done promptly. --- ### Technical Accuracy **Improvement** > Incorrectly guided customer to use recovery key on main node to reset router password via app (unsupported method for Velop MX4200). Correct method is factory reset or app re-pairing. [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) **Improvement** > Failed to escalate or reference any known resource for website outage status (linksystems remote management.com). [#GI00131750](https://linksys.happyfox.com/staff/ticket/131750/) **Improvement** > Provided incorrect reset guidance ('RESETTER20') for FGW5500 router, leading to no resolution. [#LTS00094562](https://linksys.happyfox.com/staff/ticket/94562/) **Improvement** > Misidentified SPNM55 as SPMX55, leading to irrelevant guidance about Verizon modems and non-existent fees. [#LTS00131999](https://linksys.happyfox.com/staff/ticket/131999/) **Strength** > Successfully guided customer to access setup page by editing URL to 'welcome.html' after multiple incorrect attempts. [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/) --- ### Coaching Moments **Strength** > Successfully guided customer to access setup page by editing URL to 'welcome.html' [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/) **Improvement** > Inaccurate technical guidance: recovery-key reset is not a valid method for MX4200 Velop routers. This contradicts the KB, which specifies factory reset or app re-pairing for password recovery on Velop devices. [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) **Improvement** > Failed to escalate or reference any known resource for website outage status (linksystems remote management.com). [#GI00131750](https://linksys.happyfox.com/staff/ticket/131750/) **Improvement** > Provided incorrect reset guidance ('RESETTER20') for FGW5500 router, leading to no resolution. [#LTS00094562](https://linksys.happyfox.com/staff/ticket/94562/) **Improvement** > Misidentified SPNM55 as SPMX55, leading to irrelevant guidance about Verizon modems and non-existent fees. [#LTS00131999](https://linksys.happyfox.com/staff/ticket/131999/) --- ### Escalation Lessons: What L2 Did **No escalation learning available this week.** --- ### Coach Appendix **Highest-signal weekly trend:** The agent struggled with technical accuracy, particularly in guiding customers through device-specific recovery methods and collecting essential product details. This led to unresolved issues and low scores in accuracy and protocol. **Recurring technical or process pattern:** - Inaccurate technical guidance for Velop and non-Velop devices. - Failure to collect model, serial number, and warranty status. - Inefficient troubleshooting sequences and lack of verification after each step. **Evidence:** - Incorrect recovery key guidance for MX4200 Velop routers [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/). - Failure to collect product details in calls [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/), [#LTS00094562](https://linksys.happyfox.com/staff/ticket/94562/). --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00131535](https://linksys.happyfox.com/staff/ticket/131535/) | 2026-06-01 02:15:25+00:00 | 3.00 | INBOUND | MX4200 | CONNECTIVITY | ✓ Resolved | | [#LTS00131749](https://linksys.happyfox.com/staff/ticket/131749/) | 2026-06-02 01:57:38+00:00 | 2.80 | INBOUND | RE6700 | CONFIGURATION | ✓ Likely resolved | | [#GI00131750](https://linksys.happyfox.com/staff/ticket/131750/) | 2026-06-02 02:07:21+00:00 | 1.10 | INBOUND | | GENERAL INQUIRY | — | | [#LTS00131754](https://linksys.happyfox.com/staff/ticket/131754/) | 2026-06-02 02:14:40+00:00 | 2.80 | INBOUND | RE6400 | SETUP | ✓ Likely resolved | | [#LTS00131755](https://linksys.happyfox.com/staff/ticket/131755/) | 2026-06-02 02:41:41+00:00 | — | INBOUND | MR7350 | CONNECTIVITY | — | | [#LTS00094562](https://linksys.happyfox.com/staff/ticket/94562/) | 2026-06-03 02:57:17+00:00 | 1.00 | INBOUND | EA8100 | CONNECTIVITY | ⏳ Pending | | [#LTS00131999](https://linksys.happyfox.com/staff/ticket/131999/) | 2026-06-03 10:08:25+00:00 | 2.80 | INBOUND | SPNMX55 | SETUP | ✓ Resolved | | [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/) | 2026-06-05 05:32:57+00:00 | 1.40 | OUTBOUND | EA8100 | CONNECTIVITY | ⏳ Pending | | [#LTS00132367](https://linksys.happyfox.com/staff/ticket/132367/) | 2026-06-05 07:56:59+00:00 | 2.80 | OUTBOUND | EA8100 | CONNECTIVITY | ⏳ Pending | | [#LTS00132376](https://linksys.happyfox.com/staff/ticket/132376/) | 2026-06-05 10:01:16+00:00 | 3.30 | INBOUND | SPNM60TB | ACCESS | ✓ Resolved |