# trecia.malunjao@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 | 12m 15s | SPNM60CF | ACCESS | 8 | — | ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.80 | 9 | | Protocol | 1.90 | 9 | | Communication | 2.10 | 9 | | Overall | 2.40 | 9 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | MX | 1 | 19m 23s | 2.20 | 5.00 | 2.00 | 3.00 | | | SPN | 6 | 15m 29s | 2.20 | 2.00 | 1.83 | 2.00 | | | WHW | 2 | 12m 46s | 2.90 | 3.00 | 2.00 | 2.50 | | | WRT | 1 | 10m 42s | 1.80 | 5.00 | 2.00 | 1.00 | | **Key Observations** - MX is one of the slowest families at 19m 23s. - SPN is one of the slowest families at 15m 29s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | ACCESS | 3 | 6m 26s | 2.33 | 2.33 | 2.00 | 2.67 | ✓ | | CONFIGURATION | 2 | 28m 7s | 2.40 | 2.50 | 2.00 | 2.00 | ✓ | | CONNECTIVITY | 2 | 13m 16s | 1.20 | 1.00 | 1.50 | 1.50 | ✓ | | SETUP | 1 | 19m 23s | 2.20 | 5.00 | 2.00 | 3.00 | ✓ | ## Week-over-Week Movement - Improve accuracy in providing correct admin URLs and default passwords per KB. - Reduce unresolved calls by validating resolution before call closure. - Address low protocol scores with structured troubleshooting steps. ## What Went Well - **Accurate model identification and KB alignment** > "First, I would like to verify if you call links before or this is the first time. Okay. Okay. And I have your full name and your email address, so I can create a case here on our system. Okay. And also the information of your router. Right. Okay. All right. And your phone number is 447722455858, okay? Okay. So I'm looking for the ISP that's connected to the router from this end, let me run a few commands, okay? And once that's done, I'll be able to tell you, if the interne..." [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) - **Effective troubleshooting guidance** > "First, I would like to verify if you call links before or this is the first time. Okay. Okay. And I have your full name and your email address, so I can create a case here on our system. Okay. And also the information of your router. Right. Okay. All right. And your phone number is 447722455858, okay? Okay. So I'm looking for the ISP that's connected to the router from this end, let me run a few commands, okay? And once that's done, I'll be able to tell you, if the interne..." [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) --- ### Growth Opportunities - **Incorrect default admin password guidance** > "All right. I, I checked here on our system and it shows that you've already called us two months ago. Your device is a SPM60. It's from communi..." [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) *Next step: Reference KB to confirm default passwords and avoid misinforming customers.* - **Failure to provide correct admin URL for SPNMX-series** > "Who is your internet service provider, sir? So I see, sir, that the model number of your router is SP-NM-60, right? How many links do you have, sir, in the device? Hello? How many links do you have in your home, sir? How many links do you have?" [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) *Next step: Use myrouter.info for SPNMX-series devices and verify before instructing customers.* --- ### Next Week's Focus - Verify default admin credentials and URLs against KB before each call. - Confirm resolution with the customer before closing calls, especially for configuration and connectivity issues. - Use structured troubleshooting steps for SPN and MX families to improve protocol scores. - Reduce handle time on slow problem categories by applying focused scripts and validation checks. --- ### Technical Accuracy - **Improvement** > *Provided incorrect default admin password information for SPNM60: claimed it is the Wi‑Fi name, which is false per KB.* [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) - **Improvement** > *Provided incorrect router admin URL ([REDACTED_PHONE]) for SPNMX-series device; should be myrouter.info per KB.* [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) - **Improvement** > *Failed to provide correct local admin URL (myrouter.local or myrouter.info) for WHW01 model, critical for login and setup recovery.* [#LTS00131604](https://linksys.happyfox.com/staff/ticket/131604/) - **Improvement** > *Provided invalid DNS configuration advice (8 and 8884), which does not match IP address format for SPNM60.* [#LTS00131612](https://linksys.happyfox.com/staff/ticket/131612/) --- ### Coaching Moments *No additional coaching moments remain after covering technical accuracy points.* --- ### Escalation Lessons: What L2 Did *No escalations occurred this week.* --- ### Coach Appendix - **Weekly trend:** Lower overall scores and longer handle times on SPN and MX families suggest a need for more precise troubleshooting scripts and better validation of resolution steps. - **Key pattern:** Repeated missteps with admin URLs and default passwords indicate a need for pre-call KB verification and reinforcement of model-specific guidance. --- ### This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |---|---|---|---|---|---|---| | [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) | 2026-06-01 09:46:42+00:00 | 3.00 | INBOUND | SPNM60CF | ACCESS | ✓ Resolved | | [#LTS00123265](https://linksys.happyfox.com/staff/ticket/123265/) | 2026-06-01 10:04:43+00:00 | 3.00 | INBOUND | SPNM60CF | ACCESS | ✓ Likely resolved | | [#LTS00131557](https://linksys.happyfox.com/staff/ticket/131557/) | 2026-06-01 10:07:03+00:00 | 3.00 | INBOUND | SPNM62CF | CONFIGURATION | ⏳ Pending | | [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) | 2026-06-01 10:29:50+00:00 | 1.00 | INBOUND | SPNMX55GC | CONNECTIVITY | — | | [#LTS00131560](https://linksys.happyfox.com/staff/ticket/131560/) | 2026-06-01 10:39:50+00:00 | 1.40 | INBOUND | SPNMX55GC | CONNECTIVITY | None – password reset failed and no follow-up action was agreed upon. | | [#LTS00131604](https://linksys.happyfox.com/staff/ticket/131604/) | 2026-06-01 14:23:58+00:00 | 3.00 | INBOUND | WHW01 | ACCESS | Closed with self-help | | [#LTS00131612](https://linksys.happyfox.com/staff/ticket/131612/) | 2026-06-01 14:49:24+00:00 | 1.80 | INBOUND | SPNM60CF | CONFIGURATION | Callback or followup set | | [#LTS00131622](https://linksys.happyfox.com/staff/ticket/131622/) | 2026-06-01 15:15:08+00:00 | 2.20 | INBOUND | MX6200 | SETUP | Customer instructed to run firmware update and complete setup; no confirmed resolution or follow-up path established. | | [#LTS00102156](https://linksys.happyfox.com/staff/ticket/102156/) | 2026-06-03 14:05:06+00:00 | 2.80 | INBOUND | WHW03 | CONNECTIVITY | Offered paid‑support or a self‑help link; customer declined. |